Rent the Runway (RTR) Reviews

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 Katabor

FYI: After spending hours searching thru reviews, calling the help line, then hours more - bottom line: 11 dresses delivered, the first shipment (5 dresses) I went off my actual size then went up if the reviews suggested. When NONE of them came close to fitting (all styles off the rack that usually fit me) I called the help line. The “help” line only read to me what was already on the website (the only measurements they have online are shoulder to hem) which was not very helpful. The rest of the “help” was to “read the reviews” to determine my size. You This assumes all the reviewers are honest about their regular size and current weight, etc.. If you have a cup size any larger then a DD I suggest you spend your time and $$ looking in a retail store for what you can afford. I have spent $200 so far, and have not been able to wear anything. I picked very classic, basic styles - shift dresses, wrap dresses, A-lines - some fitted and some not - up a size, etc… I feel like a schmuck for trying this and now I have spent my precious time & money and still need to find something for my daughter’s wedding in 6 weeks.

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.

by JLynn305

RTR is awesome when it works well. I have used them twice for two weddings. The first experience was amazing! The dress was a perfect fit and it arrived on time! The second experience was awful. The dress was suppose to come on a Friday. When it didn’t show up I called and after an hour on hold was told it would come on Saturday (the day of my event). When it wasn’t showing up an hour before the event on Saturday I called again, to be placed on hold for 20 minutes and was told it wouldn’t be there until Tuesday. I asked them not to even ship it. The worst part was that we got family photos taken before the wedding and everyone coordinated their outfits based on the dress. So, I spent money on outfits for my family and money on photos in which we didn’t coordinate. When I expressed my frustration, RTR did refund me and give me 20% off a future order but I honestly would never use them for an important event again unless I had a backup (which kinda defeats the purpose of using them at all). So, always have a backup plan!

by Mak25292529

I went online three to four weeks before I needed my dress for homecoming, and I found one I liked. But just in case I got a backup size and backup other dress for free. Days before they were supposed to arrive, I got an email saying that my #1 dress wouldn't be coming. They gave me a refund and nothing else. When I received my backup dresses, one had a foot-long rip down the side. I emailed RTR and the most they would do is replace the dress with one out of a list I would have to make. So I chose several and two days before my homecoming, they replied and sent the cheapest out of the list. Their customer service is terrible and it is almost impossible to get in touch with them.

Before all of the problems started, I helped a friend order from them also. She had three dresses in her very consistent size and none of them fit, so she sent them back and asked for a refund. It took them TWO MONTHS to email her back, and another two weeks to actually refund the money. If these two situations don't tell you how bad RTR is, I don't know what will.

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 ElleHTX

I used the Unlimited service regularly and liked it very much, for the most part. But then I made the mistake of purchasing a “keep it forever” (clearance) item that I did not already have physically at my possession. Order placed on Feb 21st, scheduled to arrive by Feb 28th (longer than usual but okay) and it’s March 11th and the order is still “processing.” I’ve contacted RTR four times about this: the first time I was told “let me check on this....actually, it’s scheduled to be shipped this afternoon!” The second time, I sent a message because the chat reps mysteriously went offline as I started to type, and I never heard back from that message. The third time, I did get an email back saying “clearance items take 10 business days to ship”.....but it had already exceeded 10 business days... the fourth time, I brought this to their attention and requested AGAIN a refund for the dress they refuse to ship to me, and RADIO SILENCE. “Final sale items are final,” they say, completely neglecting the whole “providing the purchased good” component. By the way, RenttheRunwayRTR still says “Scheduled for delivery by Feb 28th”....on March 11th. This company must be sinking fast if they’re clinging desperately to my $115.

by Kacswim

Customer service is extremely unresponsive, I have emailed 4 times in the last two months and have never heard back, whenever I try the online chat its either “unavailable” or no one ever responds, and when I call I get no answer. All of this makes it very difficult to cancel a subscription, which should be an option within RenttheRunwayRTR itself without having to contact customer service. Considering most things have to be dry cleaned the price is extremely high for just a few items a month that you can only wear once. And shipping takes too long to get more than one or two shipments a month. RenttheRunwayRTR has a lot of bugs and doesn’t work at all unless I turn off WiFi. Also, they don’t have much stock. Whenever I chose items for my shipment 90 percent of my loves are already rented to someone else leaving very few choices. The clothes themselves are nice - when you can get them that is - but unlimited is definitely not worth it. I would stick with just renting specific pieces for occasions as needed or avoiding RTR altogether.

by Hollyn

I have a membership and have had both amazing experiences with RTR and absolutely trash experiences. The variability in condition and quality of items I receive is all over the place. Many of their items particularly ones that have been in their rotation for longer than a month or two I’ve had issues such as incredibly bad pilling and fading rips and glue on items that are more of what I would expect looking at clearance items at Goodwill. But beyond that RenttheRunwayRTR has been super buggy for the last month to where I cannot send items back when I need or want to you without calling customer service which is an absolute nightmare. I have complained and brought this bug to the attention of RTR at least 10 different times over the course of the last month and they have apparently failed to really work to resolve the issue. I spend close to $200 a month on my membership and these two issues have made me seriously doubt if that is worth it any longer. Up until the last month I used to 110% believe this is a great service and product but now I am unsure and very unhappy.

by ZaraWright

Okay so while I love RenttheRunwayRTR when it works, when it doesn’t, it’s a drag. Specifically when an item is suddenly not available and a space opens up. I have never had an easy time adding an item when this happens. It always tells me I already have all my items at home, so have no room for another. Obviously that’s not true, you just sent me an email saying I need to pick a replacement. Eventually the spot opens up, but well after the email by which time I’ve spent waaaay too much time trying to look for an item only to have the pop up say, sorry you have no room. This has happened to me several times specifically with Anya Hindmarch. In fact 3/4 times I get an email sorry that’s not available. Not sure what it is with that brand. Also there is no “search” available when picking a replacement. Instead you have to drill down by category. Why? Why can’t I search all the way I did when I picked the item I need to replace in the first place? Picking a replacement should not be this difficult.

by I Heart Rock Stars

I’ve just taken my membership off pause bc I have a vacation and am then returning to the office, but after this month I’ll either repause, or flat out cancel.

Prior to Covid I wouldn’t shut up about how much I love RTR, and had referred several friends who signed up. I had the unlimited plan and would both swap clothes in store, and drop off at locals like Nordstrom. 100% satisfied with 2020-era service.

The 2021 return has been AWFUL. An item arrived damaged in my first shipment and there is no info on their site about what to do about that in the new plan structure, so I sent an email that was answered a day later with a form response that did not address the question. After six days (and three more form responses via email) of no answers, I returned the damaged item to a Nordstrom Local around 3p yesterday and only this morning got credit for its return, but still no indication of HOW I can replace the item without using my second shipment of the month.

In the last two days I’ve been on their chat for 4+ hours cumulatively without ever getting to talk to a person bc when a rep does come available after sitting in a room on hold for 60+ minutes, it doesn’t allow you to type in the chat window.

I ordered this shipment more than two weeks ahead of my scheduled trip departure and I will only leave with 3/4 items because of the mess that is currently RTR customer service.

by Mkkkk2

Their unlimited service is great in THEORY. However, after few months of service, I realized they have a terrible customer service. Even after your dress has been delivered to their facility, you will not be able to rent your next item until they “process” it AND they don't tell you how long it takes them for process the item. (Please note them I gave them 4 hours to hopefully process my item, but all they said was its still processing after it got to their facility). So if you were planning to get your item for certain day, it becomes almost impossible to get what you want and their customer service doesn’t even try to help you a bit. All they do is basically repeating what you already know. For close to $170 you paid, the frustration that you go through to borrow about 10 clothes and drop them off at UPS seem little bit too much? It’s fun to try for a few month, but they definitely have a lot of room for improvement. Also all the nice clothes are hardly available, so don't expect to borrow everything that you see on RenttheRunwayRTR .

by I Just Wanted My Dinner

Listened to a podcast about Rent the Runway and thought it sounded awesome! So I ordered two simple black dresses for an event on a Saturday. I received them Thursday and thought this is great! First dress was super baggy, so I was going to exchange it. No a big deal. While trying on the second one I noticed there was multiple deodorant stains on the inside, so I was immediately grossed out thinking they probably didn’t clean the dress before sending it out. Ew!

I called the helpline to make the exchanges with the dresses I wanted to get in mind. The call line said there was a 10 minute wait... 55 minutes later I spoke with a stylist. She told me that both of the dresses I wanted were gone between the time I called and now. She said to continue looking at RenttheRunwayRTR and call back, with an hour phone wait to me that sounds ridiculous! After being so frustrated with RenttheRunwayRTR and customer service I decided to return the dresses. The stylist said I would receive a receipt for the refund. 12 hours later I’m still waiting for that receipt and no one has responded to my email.

Unless you’re easy to shop for RenttheRunwayRTR is trash.

by KarenSue4

I was so happy with Rent The Runway until coronavirus changed things. They used to have great customer service and were consumer friendly. They were sending me notices each month about either extending my monthly hold or coming back. The. They stopped, I didn’t realize it and they charged me two months, over $300, and would not refund me. I obviously rented nothing for those two months. I decided to stick with it, with the new plans, and not cancel, yet. But that was very poor customer service for someone who has been a customer for many years, almost since the beginning.
Now it takes two days to speak with someone, they sent me an email that they received my return on two items I never received, and I now need to re-rent and what’s with the plastic bag they are sending rather than the blue one? It’s strange to not have any heads up that the bag is changing. I wasn’t sure if I should be sending back my items in the plastic bag. But I did and hope it’s correct.
Anyway, I may not renew starting July. I think I want to try a different service to compare.

by Fightbs

Hopeful about trying on a variety of dresses for a wedding, I was surprised to find the collection of store items to be so little (at the DC store). Dresses, often, only had one size so you could not try a size up or down. The style of the clothes at the DC store seem curated by the same person for the same kind of person which was not my style and I feel like I fall in the fairly easy to please range. The staff did not seem receptive to helping me find what I was looking for (long sleeves on a dress) and staff seemed even more dismissive of my second request to find a jacket. I felt overlooked and ignored. The experience ironically led me to feel cheapened. In response, I am going to spend real money on my own dress. The concept is great but I was surprised the staff there had such poor customer service skills. It’s a real shame because I wanted this to be part of a new style regiment but there are no amount of savings from renting clothes to quantify the feelings I had today that made me feel strangely neglected and annoyed.

by Ivysaur93

I’ve tried to cancel my unlimited subscription 3 separate times now with no luck. Every single time I’ve ever called, they have a message saying “we’re experiencing an unusually high volume of calls. Your expected wait time is over 10 minutes”. The first time, I waited on hold for 45 minutes before I finally selected the option to have them call me back when they were available. They didn’t call me back until another hour later when I was already on the phone with a relative. I tried to cancel it again this morning. When they called me back, I picked up and it was silent on the other end. I said “hello” several times and no one ever answered. I just called a third time and am still waiting on my call back. They need to make it easier to cancel subscriptions or give the option to do it yourself online if they’re not going to answer their phones.
The subscription was a cool idea and it’s fun for holiday parties and such, but most of the things I really wanted to rent were never available in my size and I had to go with my 2nd or 3rd pick instead.

by Skipp To My Lou

I have had RTR unlimited for about 3 months now. I have had both successful rentals and issues with shipments. Over all I would say it’s a good service and worth the $, customer service is generally pretty good but it’s very annoying when I start a conversation with one rep and then have 3 other people responding. I have to repeat myself over and over to get anything done. The main reason I am writing this review is because I really rely on others to review the items in order to decide what to rent and which size, but more than half the time I submit a review through the RTR app it doesn’t post. When I go back to see my reviews it appears I haven’t reviewed many items. I have tried to review every single item, but it seems to delete them constantly. I have reviewed some items several times and they just don’t seem to stick. Please fix this for my sanity and to help others determine which items and sizes to rent!!!

by Brieanna Arsenault

I am shocked at how easy this process was. They have the perfect filters that really allow you to hone in on the perfect attire, especially for a Libra as indecisive as me! That also brings me to the matching jewelry! I went from necklace to bracelet to earrings like Bing-Bang-Boom!! Let me also mention that it’s pretty amazing and actually a rare occasion when you can have another size sent along free of charge, just in case. That is extremely important for a curvy mama like me! The best part of it all, the pricing! I got a beautiful, elegant gown, necklace, bracelet, 2 pairs of earrings and hand bag, all for $170 because I also signed up for the annual subscription which is less than $30/yr!! That means free shipping and free insurance on all items. The only bad part of my experience was not having known about this sooner. Can’t wait to receive my package!!!

by Lynnboo2u

I’m a first time RTR customer and I am beyond impressed with this service, the value, RenttheRunwayRTR , the response time, the intuitive ease of use, and the relatability of this company!!!! I live and work in yoga gear and jeggings; but, I have lots of occasions that need a more dressy attire. I hate the fast fashion and it’s I’ll fitting, poor fabric, planet destroying effects, but if you need a quick dress for an event - what can you do!? You can use Rent The Runway!! I’m a short, size 4-6 but busty - most things need tailoring- but this company finds a way to make a rented outfit work without tailoring! Next day delivery if it doesn’t fit?? The delivery was on the doorstep before I was up for the day! I’m a devoted customer now, and not just because they also ship in a black canvas, reusable case; but because I am truly receiving a true value for my money and know that I am in good hands. Thank you!!

by Rabrat

Rent the Runway has never let me down. The items I’ve received have always been quality, the shipping is always fast and on time, and the one time it wasn’t going to be - because *I* sent it to the wrong address!! - Rent the Runway still came through for me and stopped the shipment to my previous address and got another item out to me in time for my event. The selection is phenomenal and sitting in the comfort of my bed making a list of my top options then giving my husband and friends a chance to throw in their votes before I put money down FAR SURPASSES the crowded mall, hideous fitting room lighting, and the miserable return process of traditional retail. Not to mention, you get the pleasure of knowing you’ve never worn the same dress multiple times to highly photogenic functions. If you’re hesitating, give it a shot. Rent the Runway is seriously the easy button for the modern girl of modest means to get her glamour on.