Rent the Runway Reviews

Absolutely terrible customer service. They try to trick you into a membership with beautiful styles on the website and then they do not have those available. They will not issue refund even though I have never rented anything. Customer service is impossible to get in touch with and very rude once you talk to them. SKIP RTR and go with a competitor that actually cares about their customers

I've been an unlimited member for 3 years. Over the last year, they switched carriers, which lead to delays and significantly less rentals. Now with the current program, there is no incentive to return items, so you'll never have access to the best pieces. Delivery takes so long, you can never get what you've paid. I tried the 5 shipment plan, nut with two weeks wasted waiting for delivery, I'll never get to use the shipments I've paid for. Customer service is unresponsive at best - for at least the last 10 months. Finally, I've received multiple shipments of damaged, over worn and unwearable items (not ironed, etc). Don't waste your money... all you'll get is aggregation

I called costumer service since I noticed there was an item I sent that they didn't receive. I was on hold for more than an hour until I had to hang up to answer another call!

Overcharged and they refuse to issue credit. I have tried calling (spent 1.5 hours multiple days on hold) and emails go unanswered or they close the case out without resolving anything. They still owe me $73.14 and refuse to issue the credit despite proof of overcharging and current plan. Horrific customer service. Once this is resolved I will be terminating my membership. I used to be one of their huge supporters but they have gone WAY down hill since they began.

I placed an order for a dress to arrive for a wedding. I ended up having to change the dates, but they NEVER answer phone calls or respond on chats. I ended up emailing them and I haven't heard back for DAYS. I ended up changing my flight to reflect my current rental dates and they replied back saying that they changed to new rental dates. At this point, I had to change my rental date back to what I had. They could not change the date back because the dress was not "available" and charged me cancellation fee without CONSULTING with me if the cancellation fee was okay. I've been calling RTR, but they would NOT pick up their phone calls (been on hold for an hour) and I've been on hold for chats for at least 15 hours daily (I've been on hold for a chat since Monday). Girls, please AVOID THIS RENTAL PLACE. I would believe if this was a scam website. I believe I learned an expensive experience to never rent dresses online.

Boy, I wish I had read these reviews before I tried them out... My first order had 2 dress that did not fit. Trying to exchange asap for upcoming events, called customer service, basically been on hold for 3 + hours. UNBELIEVABLE! Will be cancelling but now also worried that there will be no way to cancel like others say... Too bad b/c I liked the dresses and would have liked to try the service for my events.

I was excited to try Rent the Runway. While you do get what they say you get, I was expecting household, high end name brands. What I had to select from were mostly brands I didn't know. I also had a hard time finding items I liked. They give you the option to buy the item if you want, but only for a very small discount (not worth it). One item I could buy for the exact price I could buy it new. It was also confusing figuring out when my clothes were due to send back. I still don't know. 2 of the 4 hangers they came on broke as soon as I took the clothes off them. All in all, the app wasn't as user friendly as I'd hope and the clothing selection was disappointing. I was pretty disappointed with the whole experience.

Where are you Customer Service? I've been trying to reach customer service for DAYS!!! Their phone number has a recording and even after waiting an hour on several occasions no one ever answers. The recording said sending an email would get a faster response. So I sent an email and the immediate response they sent was that it would take 2-3 business days to get an answer via email. That was 3 business days ago (5 calendar days ago) and no answer yet. Based on these reviews, I'm VERY hesitant to finish the order for a dress to wear to my daughter's wedding! I'm not sure if there will be an appropriate drop box to return the item on a Sunday even if the dress arrives on time, which looks sketchy reading these reviews. I had gone into my account and updated my credit card info so that I could order the dress. Now there is no way to remove my card information, no way to update the order I started, and no response at all from the company. I have a credit sitting in my account, which I don't want to lose. But I don't want tons of extra charges to show up on my card as I'm reading about in these other reviews. Ugh!

I rented one dress in two different sizes. Neither fit. Looked online for replacement options. There was NOTHING available in any size whatsoever. Customer service refused to issue a refund even after I sent a screen recording of me browsing replacement options and showing that there were literally ZERO dresses available. To make matters worse, I could not get through to customer service on the phone. I called twice and waited 30 minutes. No luck with live chat either. It would say there was no one available. They would only communicate via email and offer merch credit, which I did not want after the difficult I encountered just getting ahold of customer service.
Do not use this service.

They charge 2,198.00 for returned items to my credit card and do not answer my phone calls for more than 3 weeks. 5 Items returned already totally disrespectful and poor considerations

RTR unlimited used to be a great deal. It was easy to return items that didn't fit or weren't a good style match, and it was fun to explore new styles from RTR brick-and-mortar stores. The new limited returns each month defeat the purpose of a monthly rental unless you have a specific event coming up that you need several outfits for.

RTR customer service has also been seriously scaled back and is no longer effective. In 2019, I would call and have someone on the line within 10 minutes at most. Now, it's impossible to reach customer service reps by phone or social media, and emails take TWO to THREE days to receive a response -- which, if you have a special event or weekend you want to wear an item for -- completely defeats the purpose of having a customer rep available at all.

I had the 8 spot rental membership. Half the time the clothes didn't fit or were so beyond worn that they were unwearable. I got an order and one of the dresses had white stains on the inside lining (yuck)! You can't get ahold of customer service and when you do they don't care. I accidentally sent my makeup bag in the return garment bag. I called at least 10 times waiting nearly an hour every try. When I finally got ahold of someone they told me they would do their best to get the makeup bag back to me. It's been 2 weeks already. No follow up email or makeup bag. This place is awful.