Rent the Runway Avaliações 606

As an original member, the last year has gone horribly wrong. First I’ve dealt with a lot of plan changes, etc. However, this year they’ve been charging late fees when you haven’t even received the new bag with the new shipping label. This is insane to me. BUT NOW! The newest..is they said they couldn’t charge my membership fee, so canceled my account and began charging me late fees (which are more than the membership) to the same credit card that supposedly they couldn’t charge. Chase has said this is pure fraud. Again I’ve spent close to $25k over the years, and nobody is taking responsibility, and nobody is trying to fix it. So by their own fault, I am no longer a member and won’t be going forward. This is how they treat people who spend $25k and have been there since the beginning. Wonderful..

This business is trash! The value and customer service continue to decline. Increased prices in 2025 for less value, eliminated shipping on weekends, increased shipping times. While implementing late fees for returns and offering half the amt of new inventory as the previous year. Not to mention the customer service wait times increased 5x. 2026 now charging for shipping! This company should've gone down with CaaStle's failing ship! Is awful and clothing rental is dead thanks to this founder.

Great selection of clothing , great customer service . Helps me keep my closet minimal. Love the service !

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!