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    Rent The Runway

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Trustpilot
1.4 / 5
Corporate Values

Overview

Rent The Runway has a consumer rating of 1.36 stars from 574 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Rent The Runway most frequently mention customer service, next day and credit card problems.Rent The Runway ranks 62nd among Subscription Shopping sites.

  • Service
    84
  • Value
    82
  • Shipping
    77
  • Returns
    77
  • Quality
    76

This company does not typically respond to reviews

Positive reviews (last 12 months): 3.1%
Positive
2
Neutral
1
Negative
61
View ratings trends
17
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What reviewers want you to know

Positive highlights

  • I've been an unlimited customer, and am THRILLED with the customer service I've received over the last year and a half.

Critical highlights

  • The replacement dress was a hideous orangey-pink bad bridesmaid dress.
  • The body odor smell from BOTH dresses (right size and backup size) was horrendous.
How would you rate Rent The Runway?
Top Positive Review

“Awesome Service, Always”

Lynda T.
1/5/22

There's so many Karens on this website it is unbelievable. I've been a customer of RTR since 2019, ordering 4-5 items 4-5x per month regularly since then, and I think they are terrific. They survived a PANDEMIC, people - get a grip. Yes, I know it's a problem for some people to not be able to return items to a local RTR drop-off or store, but they altered their software to allow members to send back items and get their next shipment pulled together and shipped to them, while their "at home" items are in transit. Not only that, but you can do this on a weekend, and put the items in the mail on Monday. Additionally, they work with ReturnMates, who provide a free service to RTR members, by picking up/dropping off RTR bags on your doorstep or to you in person, so you don't even have to go to UPS! I've never received the wrong item or size, not even once, and I have rented hundreds of items. I find a lot of these reviews to be just ridiculous. If I have a question or the rare problem, RTR Customer Service makes it right for me, every time. They are very courteous and professional; again, I've never had a problem, ever. If you Karens don't like it, don't use it! More rental availability for me.

See positive reviews
Top Critical Review

“Disappointing service changes”

S W.
4/5/21

The company has been cutting on back higher end designers for a while now and is removing their unlimited option which distinguished them from all the other competitors, replacing it with a more expensive and limiting monthly option. That said, if half hearted, boiler plate apologies for bad service and drastic service changes are your jam, Rent the Runway might still be for you!

See critical reviews

Reviews (574)

Rating

Timeframe

Other

Reviews that mention popular keywords

replacement dress (20) backup size (12) customer service (223) business model (11)
sw647
1 review
12 helpful votes
April 5th, 2021

The company has been cutting on back higher end designers for a while now and is removing their unlimited option which distinguished them from all the other competitors, replacing it with a more expensive and limiting monthly option. That said, if half hearted, boiler plate apologies for bad service and drastic service changes are your jam, Rent the Runway might still be for you!

Tip for consumers:
Just...don’t. There are tons of other companies banking on this massive faux pas that RTR has made. Just do your research and find something better.

Products used:
Monthly unlimited until it was canceled and replaced with a more expensive plan.

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Value
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nv90
1 review
9 helpful votes
May 7th, 2021
Verified purchase

Ordered, paid, no dress was shipped to us. No customer service available. Had to go to credit card company to get charge reversed. Impossible to get through on phone, email or chat. Tried to call and both times phone was never answered despite spending over an hour and a half on hold. The dress was for my daughter's prom; the day before we're scrambling to get something. Horrible company.

brittanyg14
2 reviews
10 helpful votes
September 28th, 2021

I was so excited to try this service out, but ended up being disappointed in the product selection and customer service and cancelled after 2 months. I signed up a month before a wedding in hopes of finding a wedding guest dress. There were a few items in my size and maybe 10 new dresses were added within that month, despite the fact that RTR prides themselves on new items daily. I ended up NOT getting a dress for my special event and had to buy one elsewhere. Also, they let you have up to 2 items 'free' within your first 2 months as you're getting used to the platform. I tried to do this and they told me no. Would not recommend.

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nioushak
1 review
1 helpful vote
March 1st, 2022

They obviously are scammers. They pretend they got your order partially and start charging you extra starting with the first order. When i fell into the same scam trap, I kept thinking why they are not in trouble and I read the law suit with Fashion Pass. Made me realize what a horrible decision it was subscribing to Rent the Runway. Do your own research.

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tanyaz27
1 review
1 helpful vote
August 26th, 2021
Verified purchase

Ordered multiple dresses for a wedding. Delayed for unclear reasons. Now, as bridesmaid I have NO DRESS TO WEAR. Nor does the other bridesmaid. This was my first time trying out Rent the Runway. Terrible decision. Avoid them at all costs.

anikaa3
2 reviews
16 helpful votes
May 18th, 2021

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.

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amyb124
17 reviews
108 helpful votes
June 8th, 2020

If you need a high end dress for an event RTR can be a great option. However you must read the reviews carefully! Sizing varies greatly depending on the designer. Measure yourself and really understand what you are renting. You will need to have your under garments on hand when the dress arrives. You will only have the dress 1-2 days before your event. You can pay for a longer rent period but the idea is to save $.
I did order a dress for purchase and it was too tight they refused to exchange for a larger size even though they had the larger size on hand.

mandyl188
1 review
2 helpful votes
December 9th, 2021

Their company is successful due to stealing money from unknowing members and customers on a monthly basis. They have zero lack of care for customers and members. They also train their employees to be cold and heartless just like the company. Also, has everyone noticed that they never have any good clothes available to rent in the first place? Talk about FALSE ADVERTISING.

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mandys212
1 review
0 helpful votes
February 10th, 2022

I've been with Rent the Runway for barely 2 1/2 months and in that time they've messed up or mis- delivered all of my orders except 1 (which was itself a replacement order for one that they had messed up). Their customer service basically says they'll TRY to help and submit a request to fix things which doesn't even usually work. This time my order was time sensitive. I ordered my items over a week before I needed them. They don't proactively let you know things will be delayed and then even now my replacement order won't make it in time to the hotel I'm staying at before I leave on my cruise to celebrate my anniversary. They had said they would overnight a second shipment there that will not not arrive until 4 days from now at which point I will be on a cruise and can't receive them.
Every time is a problem. Every order has a delay. All of which I'm paying for the time they spend too figure it out without use of what I'm paying for.
Unreliable.
Terrible follow through.
My suggestion: go with one of the other rentals companies - I will be

betht238
1 review
1 helpful vote
March 29th, 2022

After pausing my account for 2 months, I continued to be charge $150 per month. When I contacted customer service for a refund on these charges, they claimed that they did not have record of my account being paused. When I provide emails from Rent the Runway confirming the paused account for the months in questions, they refused to refund the money because it had been longer than 24 hours. What a scam! Do not become a member!

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emf15
2 reviews
8 helpful votes
October 12th, 2020

Little did I know they switched up their shipping policies and now use FedEx. I mailed my package back via UPS dropbox and UPS sent my package to the FedEx warehouse. It's in the hands of FedEx now, but the tracking info won't work and RTR continues to charge me daily for late fees. This is absolutely insane. I'm going to have to cancel my credit card to prevent racking up thousands of dollars in fees.

anna206
1 review
11 helpful votes
February 20th, 2020

I no longer use Rent the Runway. Twice I've used them for a wedding cocktail dress. Twice I've been disappointed. My dresses arrived in time, however, they were in poor condition. One was badly stained and I had to have it dry cleaned (RTR picked up the tab). Another smelled like BO (not cleaned) and another had the under lining hanging out. Where's the quality control?!? Their customer service is very good, but it's too late when you're going out of town and don't have many options. I won't use them again and I actually steer customers away...

tessas209
1 review
2 helpful votes
February 22nd, 2022
Verified purchase

Wish I could give one star. Horrible customer service. Clothes are very worn. Shipments get lost in mail. Nothing arrives in 2 days like they say.

kendrar84
1 review
1 helpful vote
January 7th, 2022

My first order had clothes that were over pressed and over used. I immediately cancelled my subscription. They continue to charge, despite multiple emails saying they will stop. Three months later they still order me money. Outrageous

Tip for consumers:
Do not sign-up

Products used:
None

Service
Value
Shipping
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jessr154
1 review
5 helpful votes
November 16th, 2021
Verified purchase

Where's the Versace? Prada? Fendi? Gabbana? Balmain? Givenchy? Dior? Off-white? Heck at least some Moschino? Where are all the popular designers? The only brands available are ones I have NEVER heard of until I joined. You might see a Tory Burch item, or Proenza, def Herve Leger…. But bandage dresses are not the trend anymore… rent the runway will go out of business by the end of 22 if they don't get it together. Who ever picks the clothes for this company needs to be replaced. If I wanted to wear BB Dakota I would just buy it instead of paying for a membership, it cost the same! P

Tip for consumers:
If you want high fashion brands, this is not it.

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Value
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lise2
1 review
6 helpful votes
August 1st, 2021

The majority of the dresses in stock have remained the same for years. Now that they use FedEx and you can't return things at a kiosk in Wework, it regularly takes a week for the parcel to reach what would be a 2.5 hour drive. I get a heart attack every time because FedEx doesn't scan the package for days. I know that's a FedEx issue but RTR hired them and chose that service. After I return the package it's just in the ether for the better part of a week each time. This last shipment smelled like cigarette smoke so I contacted customer service and returned it immediately. That was a week ago. So I'm out any spots because their customer service has gotten awful. I'm so exhausted by their poor service and all the outfits look worn out and have been in circulation for years. If it had the stock, quality and service level as a couple years ago I would deal with the horrible customer service but it's just a headache.

kylek45
1 review
0 helpful votes
May 19th, 2017

My daughter used my credit card (with my permission) to rent a dress. She didn't return it in time (there were extenuating circumstances). They dinged my card 3 times for $1090 each time. Per their rental agreement, the could have left me on the hook for $1945 and refunded the rest. They were good enough to refund all 3 of those charges. We will use them again.

emilyc485
1 review
9 helpful votes
September 4th, 2020

It is extremely unfortunate how their concierge team values their members. They are rude and don't seem as though they care whether they have members or not. Every time I emailed or called, the response was rushed and demeaning. In addition, their merchandise seems to have so much wear & tear, doesn't the team check before sending out to their members? With that, customer service is awful when sharing the disappointment in raggedy clothes. Thankfully, they are not the only service around!

jordanm374
1 review
4 helpful votes
June 24th, 2021

I have been using RTR for over two years and I had put my account on hold through the app but they continued charging me full membership fees. Not to mention, during the last year, I experienced terrible quality in the rentals, 2 items even had stains and 3 had holes. I had finally had it because they continued to charge be $100 dollars, while I wasn't even using the service. It took 30 minutes to get someone on the phone and the customer service rep was soo rude and so unhelpful, I ended up cancelling my subscription altogether. The quality has gone from 100 to 0 in the last two years. If I could give it no stars I would.

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carinaw9
1 review
4 helpful votes
March 25th, 2021

Sneaky restarted my membership and charged me a $172 monthly fee without any notification. Even though I canceled the subscription they still force you to use another month. There is no way to get a refund back. You could never have the chance to talk with the manager if you want a refund back. They are just like robbers and liars. Never ever use this service if you can see this review.

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krisseya
1 review
4 helpful votes
April 24th, 2021

I never received my dresses before or after my event. I have sent serval emails, waiting on hold for customer service to speak to someone and have never been talked to or contacted back. Yet they have no issue take my $125. I'm hoping I can even get reimbursed. So mad and disappointed.

Tip for consumers:
I do not recommend this site.

Products used:
Never received them

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Value
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kimberlyb372
2 reviews
9 helpful votes
June 2nd, 2021

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

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susanm1430
1 review
9 helpful votes
January 18th, 2020

If I could give RTR a zero rating I would. I rented a tuxedo dress for special event. The dress arrived on time, but it looked like it had been pulled from a rag bag. It was wrinkled, well worn and dirty. There was a problem with the sleeve. I ended up buying a dress for the event. My sister had recommended them but I would NEVER use this service again. I saved neither time or money. They did refund my money and gave me a 20% discount on my next purchase but forget it. Don't bother. Plus they don't post any negative reviews. It's a sham system. There is no transparency.

juliec1353
1 review
2 helpful votes
May 27th, 2021

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.

samantham957
1 review
2 helpful votes
August 6th, 2021

Don't shop here. Rent the Runway does not treat it's employees like humans. They have proven again and again that they find their employees expendable and cycle through them like it's nothing. Their customer support employees could have the highest quality rating, but will be fired if they don't get enough calls. My friend worked there for years, was never promoted, then got fired even though she had a very high quality rating. Don't give your money to businesses without a heart! Support businesses who actually care about their employees and treat them with respect.

Q&A (9)

Answer:

I am going through this now. You would think that they would stop using UPS with customers having the same issue. It is clear that UPS is not scanning the items when they get them.

By Elizabeth N.
See more answers (7)
Answer:

I signed up for unlimited membership on a Saturday made my selections - the website showed it'll be delivered by Tuesday 8 PM - didn't get here for almost a week! What's the point of getting unlimited when they purposely hold items and don't notify the customers when the items are not up to par or available the when you're told it will be. Membership is not worth it - I called customer service - on Wednesday to ensure my dresses got here Thursday - she assured me they will get there --- NOPE! LIES! I had to return the dresses same day it was delivered because they came too late!

By Sarah K.
See more answers (2)
Answer:

You are only charged the rental price when you click submit. They only charge you if you don't return the dress.

By Felicity V.
Answer:

When I tried to get something overnighted, it wasn't even an option for me. I expect it highly depends on your location. I believe the price listed was about $30

By Greta Z.

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About the business

Rent the Runway rents designer dresses, clothing and accessories.

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jenniferh86
Jennifer H.
Typically does not respond to reviews

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