HURR Reviews 3.239

Communicating with others on HURR is super simple, I had zero issues with collecting and returning my order, will be using again in the future!

Worst customer experience of my life. They take days to respond to each message and deliberately aim to frustrate you so that you give up. The parcel was sent to my old address despite me updating the delivery address when I placed my order. The Royal Mail tracking information proves that the parcel was rejected by the tenants and immediately returned to sender. Despite me providing this evidence, Hurr refuse to refund me the cleaning fee. The parcel was unopened and the item was unworn, but Hurr would rather cling onto £20 than treat their customers fairly. I will be reporting them to trading standards. Avoid at all costs!!!!

Easy, quick and the items I’ve received have been exactly as described.

HURR are always reliable. What I love especially is their no fit guarantee. I am in between sizes, so it’s hard to get it right sometimes, so the no fit guarantee is perfect. I highly recommend!

The dress will arrive on time and it will be packaged beautifully
Great service and excellent value

I've done a couple of rentals now and it has always gone super smoothly and owners have been lovely and my items have been in pretty nice condition.

Options to rent from owners who own the item or managed rentals by places like Selfridges etc.

* Just bear in mind delivery costs when doing a rental as often you'll be responsible for the return delivery cost and as items are valuable it can be expensive (£10 upwards).

Hurr is great to rent from. Reliable good service.

Really enjoyed renting a dress for my cousin's wedding. Great way to have the benefit of a beautiful outfit without it taking up space in your wardrobe. Will certainly use HURR in the future.

Easy to use website, great communication and fantastic item, loved the jumpsuit! Good for the planet too.

Not usually a 'leaving a review' kinda gal but, wow, what an appalling experience. I'm eloping to New York, our teeny wedding is on Saturday, and I rented a Simone Rocha bag several weeks ago (something borrowed!); however, despite the rental beginning yesterday, the bag still hasn't arrived and my flight is in 2 hours. No response from either the seller or the Hurr team, despite numerous messages, and I am, understandably, 'hugely unimpressed'. Still no refund or releasing of the security deposit from my bank funds.

Avoid, avoid, avoid.....there's waaaaay less stressful ways to be sustainable and endorse slow fashion!!!!!

Absolutely love being able to rent pieces that I'd be unable to buy. Plus I can guilt free wear something new to every party or event as I'm not buying. Much more sustainable!

I have been renting from Hurr for years and have never had a bad experience. I love that all the postage is reusable and pre-paid when opting for the Hurr Managed rentals, and regularly take advantage for special occasions. Mine and my friends hen dos, Christmas lunches, trips to the opera, my first thought is always ‘I wonder what Hurr might have for this’. I’ve been a supporter from the early days and always recommend this business that supports a more sustainable approach to enjoying the fun that is fashion.

Please avoid renting from this company at all costs. They have just cancelled my order 2 days before the event due to an issue that they would have known about at the time I made the reservation MONTHS ago. The customer service was totally unsympathetic and offered no compensation or even apology. For clarity, these were HURR managed items so it is the company that has been really horrible in this situation. I would encourage you to take your business elsewhere, it’s not worth the stress.

EDIT: HURR have responded with blatant lies below, now you can see how truly dishonest they are. At the time they told me it was an issue with shipping and at no point did they reach out to offer alternatives. I also ordered three different items which means it makes no sense. It’s one thing not fulfilling orders but then lying about it afterwards makes this company a complete fraud. Please do not give them your business, there are much better alternatives out there.

I recently tried HURR to rent outfits for a few special occasions, and overall I was impressed. The platform offers a wide range of designer pieces at reasonable rental prices, and the process of booking and returning items was straightforward. The clothes arrived in excellent condition, packaged sustainably, which I appreciated.
Customer service was responsive when I had a sizing question, the flexibility and variety make HURR a great option for anyone wanting to refresh their wardrobe without buying new.

Easy to use website from start to finish
Dress arrived on time and in great condition
Perfect for Christmas party night
Returns label enclosed too so super easy to return
Great experience all round

This was my first time renting through Hurr (from Georgia’s Wardrobe), and it will absolutely be my last.
In my personal experience, the level of customer service was non-existent. What started with a small amount of empathy quickly turned into a frustrating cycle of being blamed for simply trying to request a reasonable refund.
The dress arrived with poor sizing and a cheap-looking quality that didn’t match the listing. I couldn’t return it within 24 hours because I was away for work. As soon as I was able 48 hours later I contacted Georgias wardrobe to explain the situation and state that I wouldn’t be wearing it.
That’s when everything became a stressful mess.
Instead of any genuine customer care, both Hurr and the lender kept deflecting responsibility onto each other. I was repeatedly directed back to the same rigid T&Cs, with no consideration for individual circumstances. It felt like nothing more than internal politics between Hurr and the lender, each refusing to make a decision and each insisting the other was responsible.
To make matters worse, the lender seemed reluctant to refund anything because they “pay commission to Hurr.” Meanwhile, I was left stuck in the middle, with zero support from anyone.
The chat communication was incredibly poor, slow, repetitive, and asking questions I had already answered in my very first message. There was no effort to resolve the issue, no ownership, and absolutely no customer care.
Honestly, stay away. There are far better rental platforms out there that actually value their customers instead of hiding behind technicalities and profit.
This experience won’t stop me from renting again overall but it has certainly shown me to avoid this unprofessional, money-driven setup in the future.

Buyer beware if renting peer-to-peer. Very little redress if you are the renter and you could be left in the lurch ahead of your event.

It honestly wasn’t worth the stress and inconvenience. I was also out of pocket through no fault of my own.

Detail
Great in theory and managed rents are safer I assume, however when I ordered a peer to peer rental it went considerably wrong. I rented a dress for my brother’s wedding where I was a bridesmaid. The Reformation Aiko dress in colour fauna (green).

It is a £300 dress that I would wear once so I chose to rent from Hurr for 7 days which was about £65. I didn’t hear anything from the lender after I rented and so at the beginning of June, three weeks before the wedding I contacted the lender asking if everything was still okay for the rental. This was the 8th June. I didn’t get a response. On 13 June I contacted them again and asked, “If not, please let me know as I still have time to get something sorted if not”. I needed to leave time to order the dress from Reformation if the rental wasn’t suitable.

On 16 June I got a response saying it was being sent and I should receive it by 18 June and to let them know within the next hour if that was okay. I said yes. They then sent me a picture of the dress pointing out stitching that had come loose and which the lender had ‘sorted’ by pinning together with a safety pin. I was a bit put out at this given it hadn’t be advertised as such. In fact it had been advertised with pictures of the dress in a new state with the lender trying it on the Reformation changing room and then pictures from the website. But I didn’t have much choice at this stage as I needed the dress for the wedding and when I checked the Reformation website they couldn’t get it shipped to me in time as the dress wasn’t in stock so would take more time than I had.

When the dress arrived it was in a bit of a state. I contacted Hurr customer care stating, “Hi - should my rental have arrived dry cleaned? It doesn’t appear dry cleaned and has arrived very creased and the pleating detail at the bottom is non existent. I additionally I don’t think it was dry cleaned because it smells of laundry detergent. I’m also asking because I tried the dress on in the shop and if fit perfectly. But this same size rental is very tight and the zip won’t do up. I haven’t gained any weight. You can see the difference from the pictures I sent to the lender in the chat. The dress label has very clear instructions that it should not be washed, nor ironed etc and is dry clean only. It feels like it’s been machine washed and has shrunk.”

I also flagged the stitching issue and that had I known about the hole/safety pin issue I would have cancelled the order then and there as I wouldn’t have wanted to take and chances, and I would have ordered the dress from the retailer but it was too late by the time I found out.

I also tried contacting the lender and very politely asking whether they dry cleaned it as it was not a size 10 fit & all the fine pleating detail was gone. I got no response to that or any of my messages after that.

I went to the store trying on the dress again in the same size in blue (no greens) Not only did it fit, but is was a bit loose. I tried on the size 8 and that fit. I took pictures of this and shared with the lender.

I then spent two very stressful days trying to find a replacement dress at short notice that would work with the bridesmaid palette. It cost me a lot of money and two evenings rushing around London trying on anything vaguely similar. All while dealing with a a very busy period at work, and while I was supposed to be helping my brother drive things to the wedding venue.

What followed was a long a protracted process with Hurr, conducted over email messaging “write your reply above here” type stuff over four months. It only ended after four months as I gave up, which I assume was the intent.

At first Hurr was sympathetic and gave me a refund for the rental (which they had to as I had purchased their form or rental insurance).

I asked to have the postage refunded to me and for them to take the dress down from advertising or for the lender to remove the pictures and advertise it in its actual state as it was a clear misrepresentation which would induce some one to rent.

This is when I started receive standard responses of sorry you feel that way, the dress isn’t new so you couldn’t have expected it to be perfect and sorry it’s not the outcome you were hoping for.

Dealing with someone different every time, they didn’t seem to get the point: the condition of the dress had been misrepresented AND IT DOESNT FIT. I had no issue with it not being new or there being a change to how it looked, but you need to make that clear when advertised so people can make the right choice for them.

The final message I received before giving up was: you were shown the hole before renting and things get a bit creased when posting.

Great experience renting a dress for a wedding. Item was as described, arrived on time and everything was very easy.
I would recommend. I have already booked my next rental!

Love Hurr! Have used it multiple times :)