Contact Rent the Runway RTR Support

by Over A Year Pro Member

At first I was happy until I noticed it took forever for them to scan my returns. Customer service aren’t helpful and as always unavailable managers makes it worst. I feel that if there’s someone who could rate them it would be me- I had them from 2016. I dealt with the ups and downs but the worst was these past few months that my returns would only get to them after almost 5 days where in fact I live in nj. Theyre in secaucus nj. Then u will need to deal with customer service who would sounded like u need to beg to get what u need or else no dress will reach to u on the day u needed them. Very poor service that even I’ve been with them for over a year they would treat me like that. Not to mention the ups problem that they cannot solve. If there would be a positive thing- are those brands. Which in most part are not available for most of the time..then they will only give u the least of the options. Other than that the stress and begging off was just too much that I feel they don’t need customers- maybe because the representative themselves are renters too. I guess in the end just rent once in a while but on a pro- u will need to mke sure it will be there 3 days before ur event. Good luck to that. Coz I had an episode that it never came and no apologies or notices was even brought to my attention. Pooooor service.

by AF_Chica

I was excited to use this service for my bachelorette party, and was heart broken when I never received the dresses I ordered. Contacted customer service and they sent me on a wild goose chase to track down the item. Mind you, I entered the correct address, but their system apparently made a modification because my unit number was included on the first line, instead of the second line (per the second customer service rep this is a glitch with the system). 2 hours at a UPS shipping facility and they could not find the item. By that point I couldn’t even get to a store to find a replacement item since everything was closing. I was left stranded.

I have been informed that I will be refunded my money once they receive the items back, but since I never received the items it’s entirely out of my hands. I’m receiving warning emails that I need to send the dresses back and I’m terrified that I’m going to be charged the full cost of these items that I never had the luxury to enjoy. Any time you spend on the phone will be wasted as you’ll only be offered discounts instead of truly fixing the problem at hand. Spend the full money to buy a dress from a store, the gas money and time spent shopping will be far more convenient. Complete nightmare!

by Caarolineerosee

I did this for prom because I thought it’d be cheaper. My prom is Friday and Tuesday they email me saying the size 0 dress and earrings can’t ship. The size 2 will but that’s the backup and won’t fit me like the 0 will! This leaves me in tears, sobbing and absolutely freaking out about if my prom will be a disaster now. They said it either came back late or dirty, which was not a good excuse. Did they not have a single other dress in the same style and size? They need to give themselves enough turnaround time because people aren’t perfect. Why would they have them so close together with only the one dress in that size? What if I really needed that dress (which I did)??? They offered to let me pick another dress but it was super vague and I wasn’t sure if I could pick a more expensive one or not- not to mention, at that point most good looking dresses were unavailable for shipping so last minute! I could either deal with a big dress or an ugly dress. We cancelled my order and I got a way more beautiful dress from JC Penney with better accessories that I actually get to keep and can stain without stress. Totally not worth it, it’s not even that much cheaper! Only do this if you are going somewhere that you don’t care if you can wear that specific dress or not.