Rent the Runway Reviews 

RTR's customer service is always amazing. I know nobody really loves having to deal with customer service, but I think at least 99% of the time I've contacted RTR's CS team, they knock it out of the park and go above and beyond to make things rights. Love their rental selections, but their customer service may be the real star!

I love the concept of the service and the first few years were glorious! Now, it is feeling hit or miss on the state of the dress showing up. Some of the clothes feel like they have been through a million harsh commercial washes and the wrinkles/fading is feeling more Goodwill than Runway.

I have been a member since 2022. I use to LOVE Rent the Runway. I do not know what happened. The styles of dresses have declined significantly. They do not deliver with hangers so I have to find a way to make it not wrinkly. It is truly disappointing how I cannot use them anymore because what is available is just - ugly.

10/10 Customer Service and Style
I love this company! From elevating my style and making me feel more confident, to handling every one of my concerns by going over and above. Excellent selection!

Truly excellent customer service. I had a package stolen and they immediately found me a replacement and didn't charge me for the missing item. They have pretty great selection and I always love wearing their items to events!

First time using has been fantastic. Quick shipments and very positive customer experience. I was pleased with my selection and while I had two quality issues they addressed it immediately with credits. I will continue to utilize as it’s a fun way to try some new pieces. Hope they are more designer options too.

I’ve been a customer for over 10 years, if not more. When RTR had Chanel purses and only one model. Even though I do miss some brands, I can say that I 100% spend less money in clothing by having their membership service and their customer service is superb. Their agents help find a quick solution to problems and are extremely nice while conducting resolutions. The fact that they have a pickup service to your home has made such an impact to my crazy life. I wouldn’t be able to continue my membership without that amazing service. 10/10 I recommend.

Vanessa solved my online debacle quickly and efficiently. She was warm, kind and really helped me out. Definitely one of the best experiences I had with RTR and I’ve been with you from almost the very beginning!!

Amazing experience every time! I wear many of their dresses to red carpet premieres and always receive so many compliments. Their team is efficient, punctual, and incredibly helpful. Wishing them continued success—highly recommended!!!

very accommodating and a great resource for a minimal closet

Love RTR!! So fun to be able to wear an expensive designer dress for a special occasion, makes you feel like a princess. But it is icing on the cake to not have to purchase it full price and also to not have to store it afterwards. Who needs a closet full of designer dresses they have worn one time? They also have great customer service, I always recommend RTR❤️

Wonderful customer service team! Selection of pieces are challenging for petites. The 60 days to exchange pieces that do not fit is a great way to learn the brands and sizing. I’ve had some interaction with customer service reps and they’ve exceeded my expectations every time. The positive interactions with customer service offset the frustrating trial and error attempts as a petite person.

I was a loyal customer of Rent the Runway for almost ten years, and they could care less about that loyalty. I rarely write bad reviews, but this company has pushed me to it.

Customer service is non-existent—every response feels AI-generated, and nothing ever gets resolved. Over the years I received items with odors, stains, or completely different from what was described, and I never complained. But when life happens and returns are late, they charge you $45 every three days with no mercy and absolutely no credit back. I reached out multiple times and got nothing but canned, useless replies.

After being charged hundreds of dollars with zero resolution, I can confidently say this company is an absolute disgrace. Do not waste your money here. They don’t value customers, and they will nickel-and-dime you at every opportunity.

Do not rent from them—ever.

I have been a loyal RTR customer for a long time, but they have been messing up more and more lately. There have now been 2 experiences where I received a text at 4:15 telling me I had to choose a different item because it was no longer available. The kicker is that the deadline shared in the text for getting the items on time was 3:00 pm. How do you keep telling me this important information one hour late? I am now faced a second time with nothing to wear to a wedding and will be revoking my membership.

I reached out to customer service to cancel my account via chat, and they confirmed they had, only to continue charging me every month. I only noticed the charges 3 months in and now RTR won't refund me, and customer service is being most unhelpful. Avoid at all costs!

Edit 10/14 based on the reply from RTR below: no, customer service was unable to resolve it, has not replied to my last email over a week ago, and has not acknowledged that I asked CS to cancel, so I should never have been charged in the first place. Imagine being so obsessed with your own renter policy that you wield it to lose a customer for life. Seeing someone isn't using the monthly service for months and then doubling down on the charge is absurd. I will never ever use RTR again and strongly urge folks to beware. Not to mention.. check out the reddit threads on how poor the inventory is going. I will pour myself a glass of bubbles when you file Chapter 11 in less than 2 years.

M"I've been obsessed with Rent the Runway for years! As a busy working mom, it's a game-changer to be able to rent high-end dresses and accessories for special occasions. The quality is always top-notch, and the customer service is amazing. Highly recommend!

As a vendor in the wedding business, I need a lot of upscale pieces to wear for work, and RTR never disappoints. Fellow vendors always mention that I am the “best dressed” colleague at the wedding, and it helps me be professional and represent my business well. Their service has been great, and I have loved every experience with RTR.

I joined Rent the Runway excited to invest in the service long-term. Unfortunately, my recent experience has been stressful and confusing.

When I asked to change my billing date, RTR staff told me in writing that my account would be paused and resume on September 30th. I was never told that pausing meant I had to return items immediately or pay pause fees of $24 per item. The app even showed a return date of September 26th — which later disappeared — adding more confusion.

After days of back-and-forth, I’m relieved to hear I can keep the clothing I carefully picked and paid for until October 30th, when my new cycle begins. That part I truly appreciate. But I’m still concerned because RTR promised to send me an invoice attachment and didn’t include it, and their refusal to refund the September 22nd charge (despite the miscommunication being on their side) feels unfair.

I’ve asked RTR to at least offer some form of goodwill compensation — a bill credit, extra rental, or discount — to acknowledge the unnecessary stress. I’m still waiting to see if they will step up and value loyal customers.

I will gladly update this review if RTR resolves this fairly. Until then, I would caution new members to be very careful and get everything in writing.

RTR has wonderful customer service. In my 4 + years I have left EVERY interaction satisfied and additionally grateful to the team. Thank you for making me look amazing all the time and quickly resolving issues. I can’t imagine my wardrobe without you! Every trip, formal event, work day or social event I have on RTR.

Extremely helpful customer service. All my friends know this about RTR. If there's an issue with your order they are so quick to respond and actually help!! Five stars over and over.