Rent the Runway Reviews 604

I’ve received too many damaged items (i.e., button missing, zipper stuck, stained item). Many items have been extremely worn out (pilling, etc). On top of that, sizing is very inconsistent and shipping has been delayed several times (after I already shipped my items back - so I’m losing “days” of my subscription not having any items). Yes, in the case of damaged items they provide a bonus spot in your next shipment - but that doesn’t change the fact that I had multiple shipments where I couldn’t wear anything due to damaged items or sizing issues.

Overall, not worth the cost and hassle.

RTR always provides a great customer care experience. Always. Thank you and keep up the good work!

I rented the Lauren Ralph Lauren Brahima Fuchsia Gown for our niece's wedding in 2023 and just rented the same dress for our nephew's wedding in August. I have loved this dress since I first saw it ~ I felt like a princess when I first wore it and look forward to feeling that again. I bought cobalt blue cowboy boots to match!

Always a great go to with good customer service and nice styles!

Thank you for the lovely rentals and customer service. When I had an issue with my order, it was resolved quickly and to my exact satisfaction.

Great company, fast shipping, quick customer support, just do it!

Great styles and great customer service

Great selection of clothes and accessories. Received all items on time. The return process was a breeze!

I’ve been using Rent The Runway since about 2014 or 2016. I started with dresses for New Year’s Eve and special occasions and then I realize that is much better for me to be able to change out my clothes as my body changes and things of that nature. I love Always having something to wear that’s new and fun for me. There was also a Before Rent The Runway where I wasn’t doing the membership and I was spending about $600 on dry cleaners a month so this has completely eliminated that as a matter fact I spent about 200 on new clothes that are worth thousands of dollars and I don’t even have to worry about getting them cleaned. If there’s anything to change, it’s just that they don’t have kind of , sexy edgy stuff it’s like their clothes have been curated from chicks and Texas going to bridal showers and baby showers. I’m in Los Angeles. We don’t have kids out here and I would much rather prefer sexy glam clothes more similar to the devil wears Prada then whoever the hell they let pick out these flower dresses. I avoid them, but it’s still disheartening that there were so many.

I have rented dresses for a few events over the years. The items that I have gotten are beautiful. When I did have an issue, customer service was extremely easy to work with. I will continue to use this service.

The company had a dip in customer service after it went public, but these issues have been resolved and it remains one of the best brands anywhere, and the best in clothing rental

Two bad experiences:
1. I cancelled my subscription and they restarted it without my permission. I randomly got an email saying "Welcome back: your membership will remain active!" two weeks after I had cancelled. Maybe this was caused by some odd glitch in their website, but this is fraud under California state laws.
2. I ordered items with my monthly subscription and got an email after I placed the order that only some of the items would be sent because the others were out of stock. They said that I could choose replacements for the other items online but the website wouldn't allow me to. I emailed and they said they couldn't fix the website and that I needed to email them my choices to place the order. None of the items I emailed them were available, even though they showed available on the website. I spent ages going back and forth, emailing them, and being told that each item had just gone out of stock and I needed to choose something else.
Also, the clothes sometimes smell terrible when they arrive; like some sort of industrial grade chemical cleaner. Who knows what they use as a dry cleaning chemical to keep costs down--whatever it is, I suspect it's unhealthy.

I made a mistake which cost me a discount but they corrected it. I always have experienced great customer service with them.

If I could give this zero stars I would.

I ordered a dress for a social event a month early to ensure it would arrive on time.

I got an email the day before it was supposed to arrive saying that it wasn’t available, but to pick 2 styles by 6pm
And they would arrive tomorrow.

I was then on chat with 2 different agents for 2 hours while they told
Me the email was not accurate and they couldn’t get it to me by tomorrow, but my consolation prize was a refund and a 200 dollar credit. They also wanted the address I was staying at to ship it late, but it’s at an unfamiliar air BnB in a city…so if they dropped the package there and it got stolen, who would me responsible? Oh right. Me.

So planning ahead and doing what they asked when the dress wasn’t available (ordering by 6pm for the next day arrival) was complete BS.

So now I’m high and dry, no outfit I ordered a month ago, and a lying email telling me they would make up for it but then said the email parameters weee not their “policy”.

Horrible customer service, avoid like the plague. What a crap service.

Great customer service. Responsive and reliable. Will continue to use. Highly recommend!

Any time I need an answer, they respond immediately with helpful and professional responses.

RTR probably has the best customer service of any company I've dealt with in the past year. They offer a great product - it is a little more expensive than competitors but they also have higher quality brands AND the customer service is so easy to deal with. They are prompt and empowered to solve problems and take care of their customers without a hassle. Makes me want to keep using RTR just because of the amazing customer service!

I’ve been a customer for over 15 years. They have always made any issues right. I love the customer service and of course the products. RTR never disappoints!

After having such a horrible experience with a company called ThredUp and leaving the worst review of a company in history, I wanted to express a very POSITIVE experience I had with RTR. They have been listening to their customers from my first experience with them over 5 years ago. They are doing well because they have listened and actually care about running a business that cares about their customers. I had to reach out to their customer service (no fault of theirs, I had an address issue) and they were soooo helpful! My order also came beautifully packed, I LOVED that the quality of the rentals are mint condition, they have a great sign up deal and they will make things right if you have a need. I was hesitant with all the companies out there right now with the lack of customer service and I was so afraid RTR had turned in to one of those services, but they have improved, excelled and should be given credit. If you are on the fence with RTR, I say go for it, give them a try! I am going to have so much fun wearing my beautiful outfits on my work trip since I work from home and do not have a need for a closet full of work clothes. I can pause when needed at any time, but I think this is going to be so much fun and it is cheaper than buying a new outfit once a month and you get multiple outfits! You also do not get tired of the clothing because you get new ones all the time and can buy the ones you love at a discount! Way to go RTR on your service and being ethical with your customers! I had the worst experience ever with a consignment company (ThredUp, that has thousands of reviews all stating the same unethical issues) that it almost scarred me from any rental/consignment company, but you saved the day and I have faith again that you can get nice, designer outfits AND receive wonderful customer service. Thanks for restoring the faith. Keep it up and you'll have loyal customers for life.

By mistake I ordered the wrong size. I realized after making the purchase. I reached out to their chat, pretty fast, expecting that I would have to go through all the process of returing an item, and not getting the dress unless I was paying twice. They did not only reply promptly, but also seeing that I was delaying in my replies via text, emailed me to make sure that I was properly informed. My order was cancelled and I was able to purchase the right size.