Rent the Runway Reviews 

Issue has been resolved

Good selection and generally helpful teams about small items. However had an incident where UPS or RTR lost or misplaced the package and there was no tracking, RTR tried to charge me the full retail value of the bag, almost $1500 accusing me of stealing and keeping the items. My building had security camera footage of me giving the bag to our concierge and concierge handing it to UPS, but that was not good enough for RTR and they insisted on charging me. So I finally had to file police report for theft because clearly, someone between UPS and RTR stole it or misplaced it and once I gave the police report to RTR, they all of a sudden were like “ok no problem we found it!.” I told my concierge this and my concierge was like they spoke to UPS to track the bag on my behalf, and UPS said it’s probably in a pile at the corner of UPS warehouse (which is right next to RTR warehouse in Seacaucus NJ, and I live in Hoboken NJ btw so very familiar with location if the sites) of RTR bags where the labels fell off or got damaged and cannot be scanned, UPS said it happens all the time and RTR eventually goes to get that pile of lost label bags. So likely that’s what happened to my bag. Which begs me to ask, if this is a REOCCURRING issue that even UPS knows about, how could RTR cause me such duress to try to charge me $1500 for a bag of clothes that I clearly returned when they should have been looking at their internal operations?

Great company fast shipping! They make everything easy for the busy women who use this. Highly recommend! I hope they can use some diverse designers to support those who don't fit the typical tall, slim profile.

If you know what you like this is a great place to get a hold of designer brands. The customer service is responsive, not ai, friendly and effective.

Very disappointed in customer service. They don't offer a great way of getting in touch with someone so communication is tough and they're very unforgiving if you get busy in life and can't send a shipment back to them quick enough. I also didn't find their maternity selection great at all. They advertised they carried maternity but once I signed up, their selection was very limited and disappointing.

I’ve been using RTR for years with very few issues but today I received a shipment with one item that was torn. I got in touch, sent a photo of the damaged item, and they immediately offered me a replacement; it’s scheduled to arrive today! I can’t imagine better customer service than that.

I accidentally ordered for the wrong date (entirely my fault) and the customer service was fantastic at fixing the issue. Now able to have a fantastic dress for the event! 10/10 Will rent again from here

They bill your credit card randomly. Beware of hidden fees and terms

If I could give no stars, I would. I rented two dresses as one time rental for an event to take place on Saturday. The dresses were set to arrive Friday. On Thursday, I received a text advising one of the dresses was not available and given less than an hour to choose another while I was driving. The moment I got home, with 15 minutes left to the deadline they provided, I was unable to order another dress. The window closed. The next morning they reached out and helped me get another dress that was supposed to arrive Saturday, the day of the event. Friday came and no dress at all. Then on the Saturday of the event, tracking now shows none of the four dresses will arrive in time. They are all arriving two days after the event. I depended on this service for an important event and was completely let down. I will never trust the service again. Update. Rent The Runway has reached out and offered 100.00 to a future rental. Which is nice, I suppose. But it doesn’t help the fact that I didn’t have dresses for the event that is now in the past. The dresses were lovely. Too bad I didn’t to wear them. I understand they are doing what they can to make up for it.

The rep didn’t even attempt to solve my problem- just said okay we’ll cancel your subscription.

The convenience of RTR is awesome, and I’ll definitely use the service again, but the dress and purse that I got this time around need to be taken out of commission. The dress was obviously worn by someone who was too big for it so some of the seams were busted. There were snags across the entire front of it. The bottom of the purse was misshapen and the buckle on it was scratched. I reached out to customer service to ensure I wouldn’t be charged for the damage and they made it clear that I wouldn’t so that was good. I was surprised at the condition of the order because I hadn’t experienced that before.

Update - rent the runway was able to make this right. I appreciate the willingness to work with me and I’ll continue to recommend RTR to friends and family.

I have used rent the runway for almost every wedding I’ve attended in the past 10 years. I have recommended it to many of my family and friends and I’ve always appreciated the gap that they fill in the market. For my most recent rental, I received an email reminding me that my items had to be returned by the following day. I dropped the return off at the UPS box near me the very same day and went about my business. 1 week later I got hit with a late fee that was the same price as what I had paid for the rental. I’ve reached out to customer service and I explained the situation and they are launching an investigation but refusing to refund the late fee. I’ve paid ~$160 for UPS’s mistake and no one can provide any answers as to why. This is the first issue I’ve ever had with Rent the Runway so I’m shocked that a company that prides itself on working with women for special days would have such terrible customer service policies.

The customer service was far above my expectations. From the texts and ability to make me feel comfortable with asking for help with a refund, Enyinne was wonderful and professional.

I have been a subscriber for over four years and plan on being one for many more. I have only had to reach out to customer service for order problems a couple of times and both times, they have gone above and beyond to rectify the situation. The most recent time, my shipment was delayed due to the winter storm. I reached out and RTR opened up another shipment for me even through the problem was not their fault. It was so helpful so that I could have my outfits in time for work events.

RTR customer servicers are always super helpful. Finding solutions to challenges. Always a delightful experience dealing with them. Thank you and keep up the awesome work. Thank you for all the smiles that you bring to so many of us! I am sure that looking and feeling beautiful everyday translates to an increase in energy wattage and impacts economic prosperity 🙌 in ways that may be hard to measure but definitely enjoyed.

really great customer service all of the employees are lovely and so helpful whenever I have a question or a problem they get back to me quickly and nicely.

Love my items, the delivery time takes too long.

I was slowly charged more and more each month - some months up to $500. Customer service was not very helpful and there is no where in the app showing me what these extra charges were for (not extra rental pieces) going back to nuully !

Everyone i've ever spoken with at RTR is always so nice and helpful, such a great attitude and just amazing customer service

Excellent customer service, really cute selection of upscale clothing for women who embrace a distinct, iconic look. Thank you for the great clothes and great experience! RTR devotee for life!