Rent The Runway
Reviews and Complaints

I used to love Rent The Runway, but lately, it's been a nightmare. The site started glitching terribly around 2022, and I couldn't ship out anything to myself. I kept getting errors on the account for no reason. No one could figure it out. I pleaded, called, texted, emailed constantly. I barely heard from anyone outside of the customer service rep I was talking to at that moment. There is a time limit on your shipments, so it became insanely stressful to get my money's worth.

After nearly 2 months of reporting the glitch, the issue finally got escalated to IT. Up until this point, I was only getting 1 shipment a month though I was paying for 2 and I couldn't even check out, the reps had to do it for me due to the account glitch. By May, I was offered "credits" since I couldn't use the account, which were useless considering my account was still having issues and IT still couldn't figure anything out. My account was paused. At the end of May, around the 21st, they claimed my account was fixed, they unpaused it, took the credits, and nothing was fixed. I was still experiencing the same issues. So they took the money yet again, no solution, and still a useless account.

Come June, I cancelled the account, asked for a refund of my 241$ considering I had been more than patient, and that the credits were useless if the account wasn't working. I was told I was going to be contacted by billing. I was never contacted until I got a late fee for my items even though my account was paused during this time and wouldn't officially cancel until the last period was over.

Finally, enough time passed to were the period was over, no one helped, the account was still broken, and my refund was not confirmed, even though I paid for a service that was not rendered. I called again. A rep told me to hold on to my products at home until I would hear back from billing. Billing only emailed me to tell me I was late and I was due for a fee. I asked about my refund, and they refused to talk about it until I returned the items.

I returned the items and now they are claiming that I did not return an item that I bought, and completely ignoring my questions about the refund for the month[s] I was unable to use my account (March - June). I called, and was told I'd get a call back and I haven't heard from anyone.

I called again today, and someone told me they cant transfer me to a supervisor and hung up. I called back, and finally got someone helpful, who confirmed I did buy the product billing claimed was missing but billing still hasnt called back. I am waiting to resolve the issue but its INSANE that it has taken MONTHS to get a hold of anything or anyone all while almost feeling gaslight the entire time. I hope they can fix their issues soon, or I won't be using their service again.

OMG, let me tell you about my experience with Rent The Runway. I rented a dress for a holiday party, and I was feeling so fly in it. But, I made a big mistake and forgot to return it on time. I mean, it happens, right? But, let me tell you, it was a nightmare. I didn't get any alerts or emails from Rent The Runway about the dress being late. I only found out when I saw a huge charge of $413 on my bank account. Can you believe that? And, they even used my credits to cover the fees without even telling me.

I tried to call and email them, but it was like talking to a brick wall. They kept telling me that it was a different department and that they couldn't help me. I even found a review online that was exactly like my experience. It was so frustrating.

And, get this, they charge $50 every day it's late, but they didn't charge me until it was one lump sum 20 days later. How was I supposed to catch my mistake in a timely manner? It's like they want to charge you as much as possible.

Now, they're insisting that I return the dress right away or I could be charged over $2000. Can you believe that? And, they never even contacted me about it until today. It's like they're keeping their fees extremely high and never contact you so that they can charge you as much as they want when they want.

I'm not confident that they will do anything to improve this experience for other girls in the future. So, if you're thinking about using Rent The Runway, ye be warned.

I gotta say, I was pretty excited to sign up for Rent The Runway. I mean, who wouldn't want to save some cash and be more eco-friendly with their fashion choices? But let me tell you, my excitement quickly turned to disappointment.

My first order was okay, but one of the items had an extra button that made it impossible to wear. No biggie, I returned it and moved on. But then when I went to return the other items, I couldn't find a return label anywhere. I had to chat with someone from Rent The Runway just to get one emailed to me. It was a hassle, to say the least.

And then, when I finally found some items I wanted to rent again, they were suddenly unavailable. This happened not once, but twice. I even paid extra to guarantee an item would arrive in time for a wedding, but now I'm worried it won't show up at all.

Honestly, I feel like I'm paying for a pretend membership. I keep hoping to find items to rent, but they're never available. If I ran my business like this, I'd be out of business. It's just not worth the money or the hassle.

I wish I had just bought clothes instead of wasting my money on a membership that doesn't deliver. I'm not sure this experience is for me, and I'm definitely not feeling like a valued member.

I was super stoked about the idea of Rent The Runway. I thought it would be a great way to switch up my wardrobe without breaking the bank. I decided to go for the unlimited membership, even though it was a bit pricey. I figured if I could swap out items frequently, it would be worth it.

First off, the shipping is slow as molasses. By the time you get your items and send them back, a lot of time has passed. This eats into your "unlimited" period, which is a bummer. If the cost per month was lower, this wouldn't be such a big deal. You have to "hack" the system and either hope they send you an extra garment bag or buy an item in order to have more than one bag for shipping.

They want you to put a lock on your garment bag when you send items back to them, but they don't put a lock on the bag they send you. My first shipment arrived without issue, and while not everything fit, that's not the company's fault. That could happen with any online clothing purchase. Every shipment I received after that had issues. The second shipment I received didn't have a return label or a lock included, so I had to reach out to customer service. Then, in my next shipment, an expensive item was missing. There was no plastic wrap on anything, no lock, and it was clear that somewhere along the way, something had been stolen. Customer service was good, but I couldn't help feeling exposed. What if it happened again? At what point would they hold me accountable and blame me? It made me feel very uneasy that I had no control over what condition my items arrived in, or if they arrived at all. Then, the item that went missing was still showing up in one of my available spots, and no one seems to know how to remove it. So, that's one less item I can rent for my membership.

My last (and final) shipment arrived soaking wet. I mean, dripping wet. I can't believe FedEx left it in that condition. The return label was unusable because the ink had rubbed off, even though it was in an inside pocket of the garment bag. Over the course of four days of transit time, it clearly had sat in water, and everything smelled damp. One of my items was a leather purse, and I'm pretty sure it's ruined. I can't even hang items in my closet because they smell so bad. Again, I contacted customer service, and they sent me a new return label and apologized. But they seemed to think I should just wash the items and be okay with them being wet. Everything is unusable and is getting sent straight back.

All of this happened within the first month of membership, so I'm canceling before being charged again. I cannot understand why they wouldn't send their items more securely, considering their value. They must get hit with insurance claims on a regular basis.

I rarely ever write reviews, but this has been such a bad experience that I felt I needed to share as a warning to anyone wanting to spend money on this service. I also don't like that neither they nor similar clothing rental services allow you to cancel your membership online without talking to them. That feels manipulative and just another way they can try and talk you out of quitting.

Yo guys,

I don't usually write reviews, but this one was so bad that I just had to let y'all know! I rented two gowns from Rent The Runway for the Marine Corps Ball a few weeks ago. I ordered them in advance, but my husband only found out about the ball a week before. The dresses were supposed to arrive on Friday at 8pm, but we had to leave for our destination by 11am. So I called customer service to see if I could get the dresses a day early or change the address to the hotel we were staying at. They said they could change the shipment to overnight, so I was like, "Cool, easy fix!" But then Wednesday came and no dresses. I emailed to ask about the status, and they said they couldn't change the shipment and weren't sure why the first person I spoke to said they could. I asked if I could change the address to the hotel, but they said it may not be approved. I said, "Fine, just make sure UPS has the right address." Friday came and still no email. I emailed them to confirm the address change, and they said it was changed. So we went to the hotel, but still no dresses on Friday or Saturday. I tried calling multiple times, but the wait time was over 2 hours each time. I had to wear a backup dress that I packed, which was not what I wanted to wear. I paid $100 for two dresses, which may not sound like a lot, but I'm a grad student, so it's a lot for me. I kept calling the hotel front desk to see if the package was there, but no luck. I found a bomb dress at the mall for pretty cheap, but still no dresses from Rent The Runway. I called and emailed, but no response. This was my first time using the service, and it will be my last. I loved the idea of having an amazing dress that was affordable, but clearly, there's a lot of work to be done. And to add insult to injury, the night before I had to leave, I got an email saying one of the dresses wasn't available anymore. They asked if they could select another dress for me, but I had to respond ASAP. I did, but I wish they had the same urgency in responding to me. I have no idea where the dresses are, but I hope to get a full refund.

I never write reviews on businesses, but I have to say, I'm pretty disappointed with Rent The Runway. I've been using them for over 4 years now, and I used to love it. I got some great dresses for different occasions and told tons of people about it. However, in the past year, I've had some issues that have really soured my experience with them.

First of all, the 4-day rental is supposed to be 4 days, but it's actually only 2. And if you're traveling on a Friday for a Saturday wedding and get a 4-day rental, you're in trouble. The dress arrives Thursday night, you travel Friday, have your event Saturday, and then the dress is REQUIRED to be dropped off at UPS by NOON on Sunday. But here's the thing: UPS stores aren't open on Sunday. And the barcodes now do not let you drop them off at UPS Drop box locations. I used to be able to drop them off Sunday morning at a drop box and be fine, but after searching for two hours yesterday morning before leaving for the airport, I determined that they changed the tracking numbers so they now say "not authorized for drop off." So it's physically impossible to have it dropped off without getting the OUTRAGEOUS late fees tacked on. Monday by noon is 100% reasonable, but you can't expect us to drop off the dresses at a time where all UPS locations are closed. So unless you have a Wednesday night wedding to go to, I guess you would have to get the 8-day rental and pay double so you aren't slammed with late fees. It's a lose-lose situation. Last time I rented, it was a similar situation, and the event was Saturday night. The dress was required back by Sunday at noon, all places were closed, AND Monday was a holiday, so closed again. I got slammed with $200 in late fees, and when I talked to customer service, they were rude and unhelpful and did nothing about it.

In addition to that, a year ago, I ordered a pair of underwear when I ordered my dress. One of the commando pairs that is supposed to not show under your dress, etc. For $20. They were going to ship with the dress, so I thought I was all set. The night before the event, my dress comes, and the underwear is nowhere in sight. So I was left hanging out to dry. Oh, and they still charged me. After contacting them several times, I have yet to see any sort of refund on my $20 pair of underwear I never got.

Last but not least, the only reason I even used them again this past weekend was because I stupidly signed up for the StylePass because I had several weddings coming up, and I thought it was a good deal. Turns out, you cannot cancel the StylePass until you are billed THREE times. So even if you decide you don't want it, you are going to get charged $65 x 3 no matter what. So I had to wait for those three charges, then I could cancel. And when I did, it was a nightmare back and forth with customer service with them trying to get me to just "skip" it month after month. I had to get very forceful and demand that they cancel my membership immediately after asking 7 or 8 times.

Overall, I feel like they have become an absolute scam full of hidden fees and ways to screw you out of more money. It makes me sick to think of all the extra money I have had to spend on late fees that are not my fault and products I bought that were never sent to me. It's sad because I used to love this company. But now, I will never use them again.

RTR
My experience with Rent The Runway was a complete disaster. At first, the customer service was polite and helpful, but as the process went on, things started to go wrong. I was excited about the dress I picked and the whole concept of renting a dress, as I rarely wear formal dresses twice. However, I was disappointed that they couldn't recommend a clutch to go with the outfit. The stylist hadn't seen the dress in person, and there weren't any suggestions for a clutch in the suggested accessories. The true color of the dress was hard to determine from the pictures due to the sequins, so I relied heavily on reviews.

My event was scheduled for a Saturday evening, and when I ordered my dress on the Saturday before the event, Friday was the earliest I could schedule for its arrival. I wasn't concerned since it was a late event on Saturday. However, on Wednesday prior to my event, I realized my dress hadn't shipped yet, and I was concerned. I called RTR, and they said they were going to overnight the dress, which is why there wasn't any shipping information yet. On Thursday, my dress said it was shipped at 11, and I felt confident it would arrive by Friday. However, when I checked the shipping information on Friday, it said it had arrived at 8:44 am and was being delivered. I sat and waited at home all day, but it didn't arrive. When I called UPS, they told me they were busy and working late and that I should receive the package by 10:30 pm. However, it never arrived.

When I called RTR on Sunday morning at 9 am, they weren't open. I'm on the east coast, so I called UPS again. This time, I was told the dress was never on the truck because the truck leaves at 7 am. They said that even though RTR sent the package info at 11 am, they didn't receive the package until 6 pm, and they have to have it by 3 pm for next-day delivery. If I had known, I could've picked up the package on Friday. However, they aren't open on weekends, and my dress was scheduled for delivery on Monday, the day I was supposed to return it. Now I had to find time to shop for a dress and get accessories when I was supposed to be getting my hair done, etc. This event was very important, the Mayor's Ball, and I don't attend events like this often.

I'm not sure how I can even begin to be compensated for the inconvenience short of being given the dress, and of course, I don't expect that. When I eventually reached RTR, they refunded my money, but there was no apology for the inconvenience. I had to ask for the refund, and there wasn't an attempt to give me a credit or let me keep the pro membership free of charge or any real compensation in my eyes. They didn't seem to care or empathize. I spent $300 on a dress to replace the one that didn't arrive and had to get accessories when I was supposed to be getting my hair done, etc. The customer service lady simply said, "I see what happened" and rerouted the package, so instead of coming to the house Monday, it will go back to them, so I don't even know what the dress looked like in person. Then she let me know I will get a refund once they received the package back. I don't even have the package. What does you receiving it have to do with my refund?

I was so excited about this service, and it really was a wasted effort that caused me stress without any ownership taken on their part. I can't in good conscience recommend this service for anyone not near a RTR store. Maybe that will be a different experience. This is a day I won't be able to redo. I definitely recommend they start shipping with FedEx, confirm arrivals for their products for weekend events, and not risk overnight delivery to be received on Fridays (especially if they don't have any kind of compensation for disappointed customers).

My experience with Rent The Runway was pretty bad. I used a promotion to rent one dress and a backup size, plus an additional dress at a discounted rate. The day before the dresses were due to arrive, I was told that one of the dresses was unavailable and I had to select a replacement. This is unacceptable! I spent two hours selecting two replacement dresses with the help of customer service. They offered me a 50% discount on a future order, but I won't use it.

The next day, I checked the shipping status and noticed that the second dress I reserved wasn't shipped and I didn't receive an email notification. The three dresses were shipped separately and only one was scheduled to arrive on time. I called customer service and requested a refund for the second dress. I had to explain that I needed to leave before two of the dresses arrived. To their credit, they were able to move up the delivery time.

I received one of the replacement dresses on time, but it was too small. The missorted dress arrived the next morning and I wore it to the wedding. The third dress arrived the following afternoon after I had already left. I had to ask a friend to drop off the package at UPS to avoid late fees.

I ended up paying only $6 after the refund, but I spent 4-5 hours selecting replacement dresses, dealing with the shipping disaster, and coordinating the dress return. Renting with RTR was not worth the headache and I would never recommend this service to anyone.

This service is the worst I have ever experienced. I ordered a dress for my sister's wedding three months in advance, but Rent the Runway (RTR) contacted me only two days before the event to tell me that the dress was damaged and not available in the size I requested. They offered me another dress at double the value, in addition to my backup size of the first dress overnighted to my home in Alaska. However, 24 hours before boarding my plane for the wedding, the new order of dresses had not arrived, and according to the post office, they would not arrive before I departed for my event. RTR confirmed that the dresses would not be reaching me in time and asked that I select two new dresses because they didn't have either of the choices I had selected in stock for the days I requested. I am on my third and fourth choice of dress. Moments after selecting two new styles, I was informed that neither was in stock in my size, and that I would need to select two MORE choices, 5th and 6th.

At this point, I worked over the phone with a stylist named Breanne, who was incredibly patient and helpful. She assisted me in finding styles that would be flattering based on my body type and did research about the reviews because I was at work and unable to put off meetings. We selected two new dresses. Following this conversation, I was contacted by email by a different stylist and asked to change my dress order AGAIN because one of the dresses I selected with Breanne was no longer available. I am now on my 7th choice, and the stylist is telling me that NONE of my new selections (8th, 9th, 10th) for a replacement are available. We select two new dresses in sizes that are not my first choices. This is a time-consuming process taking place on East Coast time, so I'm now stepping out of meetings at work trying to make this happen before they close.

I arrived in Idaho and did not receive my dresses until the day of the event. On the plus side, they tried to compensate by sending me three dresses total to choose from instead of two. On the negative end, these dresses were my 5th and 12th choices in addition to a style I had never even mentioned. The dress that worked the best was ill-fitting and stretched out in the hips. None of them were even close to what I was supposed to be wearing as the maid of honor.

After the event, I discovered that neither of the garment bags contained the necessary shipping cards to send the dresses back, which I understand because they were trying to rush them out to me in time for the event. When I called to request that shipping labels be emailed to me, I advised the stylist that the dresses that arrived late in Alaska (my first changed order) were probably still on my porch because I had to leave for the wedding before they arrived. As I was not set to return until the following week, they would be very late coming back. He assured me that this was fine and asked if I could have a neighbor pull them inside so there would be no theft or damage.

I arrived home, waited 48 hours for the shipping labels, and contacted a stylist to ensure that I would not be charged a late fee. She told me via email that I would not, and that the dresses just needed to be in the mail by the week of 1/18-1/23/2016. I mailed them on Friday, 1/15/2016, after work, and because of the holiday (MLK Day on Monday), they likely went out on Tuesday, 1/19/2016.

Yesterday, I received a charge for -$432.00 from RTR as a "late fee" for the first dress that came in late and I wasn't even able to consider wearing because I was on a plane by the time it was delivered. I was told over the phone that it had been sent to RTR Collections and that there was nothing that could be done aside from a request to reverse the charges in 48 hours. I was told I would receive a follow-up email to confirm this. I never received an email and have yet to receive any communication regarding the refund or observe activity showing that the charges have been reversed. Throughout all of this, I was not offered any type of compensation, despite a detailed paper trail showing the entire mess.

I have had two good experiences with RTR before this, but I will NEVER use this service again.

I've been using Rent The Runway for renting military ball gowns since 2013. At first, I loved it, but as time goes on, I am less happy with every order, particularly since they released RTR Unlimited. This is now my 6th or 7th ball gown rental in the span of 6 years. The second-to-last rental I received, the size 4 was so large it fit like a size 8 or 10, but the size 6 fit like a glove, leading me to think either dress had been altered by someone else or the sizing was just messed up. It was also their own "Slate & Willow" brand, so I vowed to never select that brand again. I overlooked this "issue" and decided to order them for my most recent ball here. Big Mistake.

I spent hours and days 6 months before the ball scouring photos and reviews for the "perfect" ball gown. I found it, and booked it exactly 4 months in advance (as far as you can). I knew it was prom season, and wanted my dress locked in. Week of the ball, I noticed the dresses weren't shipping out as early as they usually do. So 2 days before, I call and ask about the order and they inform me they will ship after dry cleaning. 1 day before they were supposed to arrive, I call again... dresses just need to go through quality control. That evening before they were supposed to arrive to me, I get an email at about 8 pm that my primary size choice won't be shipping, and I can pick a replacement. Well it's prom season, and they are LITERALLY sold out of everything... I didn't want a replacement, I wanted the dresses I ordered, paid for, and spent hours researching. I even bought all the accessories to match said dress. I called and asked for about 12+ dresses before I found one available in my size, of course it was not something I wanted at that point, but I was nervous my backup size in my first choice wouldn't fit. It was also 1/3 of the price I paid for my original dress. They promised to overnight that replacement dress to me and I would still have it one day before the event. Well... of course that is not the case... tracking on that shipment has stalled and for whatever reason, they decided to send it 3-day instead of overnight. So it won't arrive until Saturday... after my Friday event... and after I have already returned my other dress at noon on Saturday. I am so so fortunate that the backup size in my primary choice dress fits, so the replacement is not needed, but I am now "on the hook" for this dress that I didn't want, don't need, etc... I just know the "late fees" will come next week for this replacement dress, and there goes another headache that I don't even want to think about.

It has been a stressful week dealing with them, between the worrying about the ONE dress size fitting me (I have literally 0 backup options at home--as I said, I rent all my ball gowns), and calling and emailing them for help.

Also, their chat function on the website doesn't work, it's a "front" to send them an email. I have sent them so many emails and they never respond, let alone in a timely manner. When you call them, you have to wait 30+ minutes only to be given scripted responses.

I LOVE the quality of their ball gowns (all other dress have been so lackluster, imo), but their customer service and issues with the last few dresses means I will no longer order from them. I am also greatly embarrassed that I have recommended them to friends renting from them for the first time, and I am hoping they don't have the issues that I do. Lost a long-time customer from me.

Oh... and don't get me started on my opinions that they A) inflate the "retail price" of the dresses B) they charge 200% of the retail price if a dress is stolen or missing or never returned, which angers me since that is linked to point "A", why not just replacement cost? C) I also have this sneaky suspicion that the designer dresses aren't "designer," but rather that they buy the rights or patterns and make them in their own sweatshop and put a designer label on it. I have never seen any of my gowns available for purchase through other sources. I could be wrong, but I have had this hunch for awhile now.

UPDATE: I feel it is only fair to provide an update to the situation. After MANY phone calls to RTR about the back-up dress that was going to be arriving AFTER my event, they re-routed it back to them, so I didn't have to deal with returning it and the possible late fees (yay for me, but I still shouldn't have had to do all this extra work). They also promised me a small refund back to my credit card, and of course after 7-10 days, I never saw it, so I had to contact them AGAIN to ask where my refund they promised me was (I never even asked for it, they graciously offered it to me), and I got some drama about refunds taking 7-10 days, but then it came immediately after I asked about it's status. IDK... the whole company seems shady now and even with the small refund, it wasn't worth the headache. I also can't trust that things will work out for me in the future, so I don't foresee any future orders.

I wanna tell you about my experience with Rent The Runway. I gotta say, it was pretty frustrating. I ordered some earrings and a dress for my wedding in April. But then, the day before my rental was supposed to arrive, I got an email saying the earrings weren't available. So I found another pair and ordered them instead. But then, a few hours later, I got another email saying the dress I ordered wasn't available either. I was pretty upset, especially since I had already cancelled one item on the order. I called and asked to cancel the whole order, but they only offered me a 15% discount on my next order. I mean, come on, I get those offers in my email all the time.

The next day, I got the replacement dresses they sent me, but I didn't even open the package. I just took them to Staples/UPS to send back. The day after that, I got the replacement earrings and wore them in my wedding. The day after that, I dropped the earrings off at a UPS drop box near my parents' house. But then, today, I found out I got charged a late fee of $56 on a $15 pair of earrings! Can you believe that? After all the trouble I went through with them, they still charged me a late fee.

I think the problem is that nobody on their customer service team is reading through customer history before acting. They need to fix that. And they need to refund my late fee and delete my credit card info from their system. I've been a happy customer for years, but this week has been a real disappointment.

I gotta say, I've used Rent the Runway three times now and I'm pretty sure I won't be using them again. The first two times were a bit of a letdown, but the customer service folks were able to make it right, so I figured I'd give them one more chance. Boy, was that a mistake. Just like the other times, I got an email saying my dresses were on their way, but of course, one of them was damaged and I had to get a replacement. The replacements were nothing like the originals, but at least I had something to wear. This time around, I got an email saying that one of my dresses was delayed by a day due to a shipping issue. I'm leaving for a wedding tomorrow morning, so that's not exactly ideal. They offered to reimburse me, but that's not really the point. Their whole job is to get me the dresses I ordered on time. I can't believe a company that's supposed to be so smart could mess up so badly. I'm definitely not using them again and I'm telling everyone I know about my experience.

I recently rented from Rent the Runway for an upcoming wedding and I gotta say, I was pretty stoked to be able to rent something instead of buying another expensive dress that I'd only wear once. I rented two dresses and even got a second size in one of them for free, which was a total win in my book. To complete my look, I also rented some jewelry.

The rentals arrived on the promised day, which was three days after I rented them. When I tried on the dresses, I wasn't happy with how one of them fit (the seams were in unflattering places) and the other had a high slit that I didn't think was appropriate for the occasion. So, I decided to exchange the dresses for something else right away. Luckily, there was an option to exchange right on my RTR page, which was a relief.

However, that's when my problems started. I tried to click on the exchange button and got a 'loading replacement options' page that never cleared. I tried from both my phone and computer with the same response from the web page... no alternatives ever loaded. So, I emailed customer service and explained my problem. The next day, I received a response that had nothing to do with my original problem. I tried accessing the replacements page multiple more times that day with the same results as before, nothing ever loaded (from multiple different computers at different places, work, home, etc.). I never did get replacements for my rentals and without time to shop ended up wearing a dress I already owned to the event. I feel like I just wasted my money for no reason at all.

Here's the email I sent to customer service:

On Thu, Nov 7,2019 1:40 AM,______ wrote:
I'm trying to get replacements for my shipment. Every time I try the loading page "loading replacement options" just sits and nothing loads. Please help.

And here's the response I got from RTR:

Hi there,

Thank you for contacting Rent the Runway.

We're so sorry for any confusion! If dates on the reservation calendar or certain sizes appear grayed out, that particular style or size is not available for the rental period selected. Dates will also be grayed out if you are trying to reserve an item more than 4 months in advance.

At this time, we do not currently have a waitlist for styles. We recommend browsing styles by inputting your desired rental dates and sizes to see all styles available.

You can also check back in from time to time as styles are constantly rotating with customers and can become available. We get new arrivals every week, so you may find a new style you love even more!

Any other questions? Ask away.
Best,

Egypt N.

Overall, I was pretty disappointed with my experience with Rent the Runway. While I loved the idea of being able to rent dresses and accessories, the fact that I couldn't exchange my rentals for something else was a major letdown. I hope they can improve their website and customer service so that others don't have the same experience as me.

I gotta say, I've had some pretty decent experiences with Rent The Runway. But this last time? Oof. It was a real headache that just kept on going. So, I ordered my dress just a couple days before my event, because I'm a bit of a procrastinator like that. But I left myself some wiggle room in case the dress didn't fit or I didn't like it. Then, I got a notification from UPS saying that my dress was gonna be delayed by a day because of some bad weather. I checked both UPS and RTR's websites for more info, and they both said not to worry, the dress would still get to me by 8pm the next day, which was a Friday.

But when 5:30pm rolled around and there was still no sign of my dress, and no updates on either website, I started to get a little worried. So, I called up RTR to see what was going on. The person I talked to just straight up told me that the dress wasn't gonna make it. And get this, he said that if I had called the day before, they could have overnighted me a new dress. But nowhere on their website or in their recordings did they say anything about that. Eventually, he offered to refund me the cost of the dress, like he was doing me some huge favor. When I got mad at him for thinking that wasn't enough, he said he'd give me a 50% off code for my next rental. But the dress still didn't show up the next day, which was the day of my event. So, I called up UPS one last time to see if there was any hope. Nope. So, I asked them to just send the dress back to RTR. They didn't give me a new tracking number or anything, just told me to use the same one to let RTR know where the dress was.

I waited all weekend, but I never got that credit or discount they promised me. And to make things worse, they charged me a late fee for the dress that never even arrived. When I called them up to complain, they said they'd refund me when the dress got back to them. What kind of nonsense is that? I demanded my refund right away, and asked for more than just 50% off. But they said there was nothing more they could do. They told me I'd get my refund right away, but it might take a few days for my credit card to process it. Which is ridiculous, because they took the money out of my account the second I hit submit on my order. But, I did eventually get my refund, and the dress was returned.

I still haven't gotten that 50% off coupon they promised me, but honestly, I don't even know if I care anymore. I really like the idea of Rent The Runway, but I'm starting to think I might need to find another company that does the same thing. And like a lot of other people, I've had my reviews pulled or not posted. They need to be more transparent and not just cherry-pick the good reviews. When things go wrong, they need to make it right.

So, I gotta say, Rent The Runway's regular rental service is pretty great. Sure, sometimes you get an item with a few issues, but if you give yourself a buffer day (always do this, trust me), they can send you a replacement overnight. And let me tell you, my experiences with this have been AWESOME. So, when I signed up for the Unlimited membership, I was expecting more of the same greatness. But boy, was I wrong.

First of all, it takes FOREVER for them to ship items to you or even register that the items have been shipped back. You gotta give them at least 2 days from when you select the items before they even ship them out. And then, it takes AT LEAST another 3 days (sometimes even longer) before you actually get the item in your hands. And returning an item? Forget about it. That usually takes 5 days for some reason that no one seems to understand. So, what does all this mean? Well, it means that you're about 2 weeks into your first month membership before you can even exchange anything. And if your first few selections were duds (like mine were), that's not good.

Secondly, if there's an issue with something they were supposed to ship, you don't find out until the day it doesn't ship. So, now you've lost 4 days in turnaround time. Not cool.

Third, according to their customer support folks, the policy states that items can take 5-7 BUSINESS days to ship. That's right. And they don't care if it takes longer. I had a shipment get delayed an extra 6 days and they didn't even apologize or offer to send me another item expedited. Nothing.

And fourth, if you decide to cancel your subscription, they demand to have the items back in their hands by the end of the subscription or you have to pay as if you bought it. But here's the thing: returning items takes forever. So, you'd have to cancel the moment you placed your second order to be able to get the items (which takes a week minimum) and return them in time, without even wearing them. That's just not realistic.

So, let me warn you, consumer: this deal seems too good to be true, because it is. Although I did enjoy the variety the service promised to add to my wardrobe, the ongoing hassles of shipments, delays, poor customer service, etc. actually resulted in my wearing exactly 3 items the whole month. And now, I'm very likely going to be charged for a dress I'm returning (once I finally get it) without even wearing it, because they won't process the return until after my subscription ends. Hindsight tells me that renting each thing separately or just getting a few cute and cheap outfits that I'd own would have been a better option.

So, I'm a first-time renter and I heard about Rent The Runway from a friend who is a Marine wife. She used it a few times for Marine Corp Balls and highly recommended it to me. I was excited to try it out, so I ordered a dress in small and the backup in xsmall. When the dress arrived, it was beautiful and on time. However, I realized there was only one dress. Luckily, it fit me, but as I looked at it in the mirror, I noticed that the bottom 5 inches looked odd. It hung funny, and one side was snug on my leg while the other side was loose and actually stuck out into a point! As I looked at the seams on both sides, it was obvious that the gathering had come out. It was repaired with a straight seam instead of gathered like the other side seam. It was 7:30 in the evening, but I called anyway. Unfortunately, they were closed, so I sent an email. It has been 7 days now, and my email still has not been answered.

The next morning at 9 AM, I called again to possibly get another dress shipped in time for the party the next night. I spoke to Sheniqua, who offered to send me another dress in size XL. I turned down that offer, so she offered to send a different dress. I didn't want a different dress. I asked about why I didn't receive a backup dress, but she didn't know (and obviously didn't care). I also asked about a credit back to my card for part of the price I paid (not all of it because I knew I had to wear this one) since the dress was damaged and I was unhappy. Well, bless Sheniqua's heart, she offered to send me a 15% coupon for my next rental! I explained to her that this was my first rental, I didn't get two dresses as ordered, the one I received was damaged, and I was an unhappy customer. So, I did not want her 15% discount on my next rental because there would not be a next rental. She said okay!

I wore the dress, but I was so self-conscious of it that it put a real downer on the entire evening. What could have been a wonderful experience, making me feel like Cinderella, turned into a terrible experience. I also learned that the Marine's wife who referred me was shipped TWO damaged dresses the week before my disaster. When I received the reminder email to be sure I returned the dress on time, I replied to it explaining the situation and my disappointment. I also put a review on their website, which said it would be posted after review (whatever that means). It isn't showing up either. Terrible customer service! Don't believe everything they promise on the website-they don't follow through!

Update*** The entire amount was refunded to my credit card, and I received a very nice apology from a Rent The Runway representative.

I've used Rent The Runway (RTR) before for events and I loved it. However, I've also tried other clothing rental services like Gwynnie Bee, Infinite Style, and Le Tote, and I have to say that RTR is the most expensive one out there. I expected more from them, but I do like that you can pick the items you want to receive as long as they are in stock. The only problem is that there are so many choices that it can be overwhelming at times. This is different from other services where they pick what you get.

Another thing I like about RTR is that you can rent bags and jewelry too. It's a great way to complete your outfit without having to spend a lot of money. I also appreciate being able to return one item and get another one rather than having to return everything at once. However, the turnaround time to get new garments means that you don't get that many pieces. I live in DC, and while there is a store and a drop box near me, they are not close enough for me to pop over during normal business hours. If I do that, a spot opens up immediately. If you order before 2:00, you are supposed to get it by the next day, but that rarely happens.

When it works well, I put the item in the UPS box on Monday, they get it Tuesday, and I select before two and get the new item the next day. But this is rare. Usually, I put the items in UPS on Monday, they don't check them in and open up a spot until Thursday or Friday. They don't work on weekends, so that means I'm not getting another item until Monday or Tuesday, making it not worth the $135.00 per month. And it's not UPS as I can track the item, and it gets to them in one day, it's RTR.

I have also received more items that were stained, damaged, or too worn to wear than with any other service. If you can reach customer service, they will normally give you a credit and open up a spot for you. But I don't have hours to spend on hold or 4 days to wait for an email response. The chat never works, and every time you send them an email, you have to fill out a captcha! They also only published my positive reviews. When I confronted them, they denied it, but the reviews are not there. I took a lot of time to write them and was specific as I personally rely on them myself, and they only publish what they want.

It can be annoying if you don't have regular access to a UPS stop box, but there is one at my office, so that's fine with me. Otherwise, you have to call UPS to do a pickup or go to the store, neither of which are ideal. They send the items in cloth bags, which is fine, but they are all very dirty. Some were covered in mud. Overall, if they lowered the cost to $70 or less a month, I would keep the service. I think that's about the value I get based on the turnaround time, but I doubt they will do that anytime soon.

I was so excited to order an outfit for my bachelorette party from Rent The Runway over a month ago. I had my heart set on a gorgeous jumpsuit that I had picked out months in advance for this special event. However, my excitement quickly turned to disappointment when I received an email at 7pm on Wednesday, the day before my scheduled delivery, informing me that the jumpsuit was no longer available. Apparently, the last person who rented it either didn't return it on time or damaged it. I was devastated.

To make matters worse, the alternative outfit they sent me was a totally different style and didn't seem to be thoughtfully chosen for me. I was so disappointed that I wrote to customer service to express my concerns and ask for a refund. However, they ignored my inquiry about a refund and instead provided unrealistic options for how they could provide another outfit by Saturday at noon. I knew this wouldn't work for me because of my schedule and it seemed like a huge risk, because if the package didn't arrive or didn't work, I would be left with nothing and no time to shop for something else.

After several back-and-forth emails, I finally received a passive aggressive email telling me that I would be refunded and they had requested the package be returned to them. I was shocked and felt that this was very poor service. I had envisioned myself in the outfit for my bachelorette party and I'm sure many women who order from RTR are choosing something for a special day! It is just too big a risk to know that at the last minute they may not have your item and/or if won't be delivered at the requested time. To add a horrific and insincere customer service experience is inexcusable.

I will never attempt to use RTR again. I could have purchased similar outfits online for the same or less amount of money. It's just not worth the risk and disappointment. I now have to rush around to shop for an outfit the day of my event, which is not how I wanted to spend my time. I hope that RTR can improve their customer service and inventory management so that other women don't have to go through what I did.

The clothes I received from Rent The Runway weren't always washed well and had a bad smell. I also noticed that some jackets had loose buttons. One time, I sent a package back with my dirty clothes, and it made it to their warehouse and was signed for. However, two weeks later, it showed up back on my doorstep with the same dirty clothes in it just like I sent it in. I called them, and they didn't know how it happened but said they'd email me a free printable label "just this one time." It was frustrating because it wasn't my fault their employees mailed the old dirty clothes package back to me. They also put my account on hold because they were still waiting for that package. I paid over $200 a month and ended up only getting three of my four shipments that month because they put my account on hold due to their mistake. The shipping sometimes took a long time too, which I understand isn't their fault, but it also wasn't mine. They kept my account on hold for that reason, so there were several instances where I didn't get my four shipments in time before the month was up. They wouldn't reimburse me any of the money lost, so I ended up going down to the two shipments a month plan.

Then, the worst thing happened. I returned a shipment to them, but they never got it, so they charged my card $1400. I reached out to them and UPS immediately when I realized my account was on hold because they hadn't received the package. I gave them the exact date, time, and location where I returned it, and they started an investigation. However, it ended with them saying I may have put the package in the wrong drop box location, and they were going to charge me. A package with two dresses and two tank tops in it that were used items, probably worn dozens and dozens of times by many different people, plus their cloth bag with crappy zippers ended up costing me another $1400 on top of what I already paid for the subscription. Then they sent me an email saying I could keep the items. Okay jerks, I don't have the items. I was with them for eight months, and they didn't work with me at all. I get that they were then out of four designer items, but I also don't have the items, and the items were previously used so they've already gotten their money's worth out of them. Instead of charging me full brand new item price, they could have at the very least worked with me, and we both eat the cost, and they charge me half of that.

I enjoyed the clothes and sometimes got compliments on how well I dressed, and I would have stayed with them forever. But after they screwed me and took my money several times, including an amount so high it's going to take me a long time to recover from, I'm finally done. They are a bad and greedy business, and I will never go back and will trash talk them forever now.

I decided to give Rent The Runway a try after a friend recommended it to me. I was intrigued by the concept of renting designer clothes, but I wasn't sure if it would be worth it for me since I don't change up my style too often. Despite my reservations, I decided to give it a shot. Unfortunately, my experience with Rent The Runway was not a good one.

First of all, I had trouble finding items in my size (XL/16 - not 16W). I'm sure this is different for smaller sizes, but it was frustrating for me. Even when I did find items, they didn't look like the pictures on the website. The cut of the clothes was so different from what I expected that I wondered if they had pinned or taped things to change the shape. It was hard to know what I was ordering.

To make matters worse, half of the items I received had a strange smell. It was not pleasant at all. I tried to exchange the items, but the website didn't work properly. I couldn't see what items I currently had at home, and I kept getting logged out every time I tried to navigate to a different part of the site. I tried using multiple computers and different browsers, but nothing worked. I finally downloaded the app on my iPad, which worked okay, but I still had trouble exchanging items and posting reviews.

I tried to contact customer service by email, but I never received a response. I had to call them to get them to update the system so I could swap items. The new items arrived quickly, but I kept getting threatening emails saying they hadn't received the items from my first order. I had to email the help desk and call them again to get the issue resolved. It was frustrating to deal with.

When I received my second shipment, I was disappointed again. I decided to cancel my subscription. Canceling was easy enough, but I still had to go through the process of returning the second set of items. I'm tired of the automated emails telling me I'm going to be charged late fees, even though I've been reassured that I won't be.

Overall, Rent The Runway was a complete waste of time and money for me. Even if I had loved the clothes, I think I still would have canceled. I'm glad that canceling was painless, but I wouldn't recommend this service to anyone.

I use to receive an email when my paused account was about to begin. It was the usual behavior but this month there was no email, no warning. So, I was late one day in 'redoing' my paused account. I was charge $98 for nothing that month. I then cancelled because I want a service that keeps my account paused until I decide to continue it.

I filed complaint with better business bureau:
I signed up for their free trial of unlimited rental service. At the end of the trial period, I went on-line to my account to find information on how to cancel and to see my contract. Under my account information, there was no credit card on file nor any subscription information for which I was registered. I therefore did not believe I was under obligation or signed up for the unlimited services. I never once received an email invoice with charges to my account. Five months later I discovered the charges ($167 for 5 months) for which I never rent or received services. I called several times for reimbursement and they told me they did not have the authority and that a manager would call me back but they never did. They couldn't even transfer me to a manager. Customer service was rude and clearly intent on disbelieving and deceiving customers. The're website says pause or cancel anytime but when you call them it always says "high call volume" and you never get through, making it impossible or difficult to cancel their service. I have paid them $835 for no products or services. This business is a scam.

I ordered a size 8 Petite and I received an 8. The lining inside was hanging below the dress by about 2 inches, so I had to do a quick "hem" so that it would not show. I can't believe this dress made it to me in this condition, and the garment bag the dresses come in do not keep the items pressed. It was very wrinkled and I had to press it after I did the temporary hem.

My daughter is a loyal RTR subscription customer and she gave me a subscription as a Christmas gift over the Thanksgiving holiday when she was home visiting. We picked four things together and she signed me up. One formal dress was tight in the waist when it arrived so I put it back in the shipping bag and slipped the return label into place. I was worried about how flimsy the dress bag was but after reading the RTR booklet in my shipment and seeing no other instructions, I dropped he bag inside at a UPS store. A few days later I received an email saying that the dress was destroyed and I would be charged. I quickly replied saying I had never worn the dress and has returned it because it was too small. I told them I had been worried about the packaging but wasn't aware that there was a lock until I told my daughter what happened and she asked if I had seen the lock. I told customer service that I read the booklet that comes with the shipment and that it says NOTHING about using a lock for the return. They told me I should have gone online and read the FAQs! Seriously? Those are for people who have a question. Why would I read them if I didn't have a question? Then they said that because the shipping bag was ok, I couldn't prove the dress was damaged in transit. Well RTR also can't prove I damaged it and I'm shocked that you'd accuse me of ruinnng the dress under these circumstances. Naturally, I canceled my subscription, filed a complaint with the BBB and will do everything I can to post bad reviews for RTR. I tried over several email exchanges to resolve the issue but it appears that charging me $85 and losing my business is the solution your customer service department thought was the right solution. I hope whoever reads this has a different view of the way customers should be treated. I'm a 30 year Business executive and I wouldn't be where I am if I ever treated a customer the way RTR treated me.

Rent The Runway is the worst company ever. And here is why:
I was told so many times: try this website, it's a great service, save the money and blablabla.
Ok, they convinced me to do it. So many friends of mine couldn't make a mistake. Or could?
I chose the dress to rent it and there was nothing suspicious to pay attention to. So I put it in the cart and paid for it. The most interesting things have started after I got a confirmation email stating that the chosen dress is actually unavailable, but the order can not be canceled, so they will send me a dress similar to what I ordered initially.
First, why is that I can't cancel the order? I paid for it, I can do anything I want.
Second, how come they decided for me what exactly dress I need? I don't trust anybody's taste.
As a result, I got a terrible dress. Well, it was fine for someone, but I would never put it on. It was different. I wasn't even close to what I ordered.
Of course, the customer service did nothing to improve this situation. They simply apologized and said they didn't know what to do, it's for the first time and so on...
So here's my bad review, [censored]s!

Marketing kings. Use all the means to convince you to rent a dress or it will be rented by someone else in 3 minutes... 2... one... oh you're late!
So many people buy on this crap. Guys, it's just a website trick and nothing else. They have many dresses and don't believe when they say that the dress you chose is the last one. It's not true. Just refresh the page and everything will be as it was.

I have been a loyal customer for about several months now. But now I'm done with Rent The Runway and will never buy anything again. I made an order, paid for it and was told they've placed my shipment on a 2 day shipping with USPS. I was not hoping to receive my items so fast, because I know that It usually takes more than two weeks. Well, two months passed and I received nothing yet. I know their shipping is slow, but two months? Really? Contacted customer service and was told that they have no idea about where my order is. Well, they just lost a customer. I'll never order anything from them. I'm so disappointed!

I ordered a dress for my birthday party. The night before it was supposed to arrive I was informed that the dress was out of stock. They offered me to choose another dress and even offered me a discount. I quickly and in a panic checked their website and picked up another dress. But their rep told me that it will arrive a day later than expected. As an excuse they were ready to give me a %50 discount for my next order. I was so excited about that dress, but they ruined my entire party! This company is not reliable and you will never get what you requested!

I rented dress through the company www.renttherunway.com. But each time something was wrong with the dress. It didn’t look the same as on the picture. I rented and paid money, but I didn’t wear these dresses, because they were beautiful and stunning as they looked one the pictures. Also one dress, which I rented, smelled like rubbish and of course I again haven’t worn it. I wasn’t happy that I found the website.

We decided to rent three dresses for the event through the company www.renttherunway.com. It was bad idea, because one day before our event, it turned out that the dresses weren’t available. We contacted the seller and asked about our deal, but he assured us that we would get the soon. And we didn’t get them, but the seller offered to change the dresses, but it was too late. We don’t recommend this company.