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Rent The Runway
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1.0 34 Reviews

Rent The Runway Complaints Summary

0 Resolved
24 Unresolved
Our verdict: Engaging with Rent The Runway at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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Rent The Runway reviews & complaints 34

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T
7:54 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Rent The Runway Unethical Behaviour

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.

Desired outcome: Receive a refund of my $98

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B
10:45 am EDT

Rent The Runway free trial scam

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.

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T
1:28 pm EDT

Rent The Runway dress lining hanging out

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.

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S
10:12 pm EST

Rent The Runway subscription

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.

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A
1:14 pm EDT

Rent The Runway Ridiculous

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!

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M
3:52 am EDT

Rent The Runway Don't believe them

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.

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4:28 am EST

Rent The Runway The absolute worst!

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!

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J
5:21 am EST

Rent The Runway Really 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!

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4:15 am EDT

Rent The Runway Something was wrong with the dresses

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.

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K
5:29 am EDT

Rent The Runway Seller didn't provide the dresses on time

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.

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B
7:50 am EDT

Rent The Runway they didn't return my money back

I bought dress for the event from the website www.renttherunway.com. I placed the order and paid for the fast delivery. I spent about $600 for the whole order, but the company decided to scam me. They took money and haven’t delivered the order on time. It was terrible deal and now I can’t reach them and return my money back. I won’t deal with these guys again.

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K
kapinho
Fleming Island, US
Aug 12, 2022 12:19 pm EDT

Rent the Runway at best has the worst customer service ever and at worst they are using deceptive business practices. I ordered a small dress and they sent me a dress that was so tiny when I held it up it looked like it would fit a very small 12 year old girl. I knew it wasn't a small because everything in my closet is small. That is the only size I wear and often times I can wear an XS top. Ironically or purposefully, there was no tag inside the dress indicating the correct size. It had been removed. I offered to send the dress back at my expense if they would send me an actual dress in size S. They refused even though the website was still claiming to have small dresses on sale. Upon further investigation I found two stickers on the hanger. The sticker underneath said XS and they were trying to cover it up with a sticker that said S. They were trying to pass of the XS dress that would fit "no one" as a small just to get rid of the dresses. They are a dishonest company and have lost my business forever over a $50 dress!

ComplaintsBoard
J
7:57 am EDT

Rent The Runway The seller refused to take the dress back, but it was in awful condition

I purchased the dress from the company www.renttherunway.com, but it was bad experience. The dress arrived in horrible state. The quality was so poor and looked like piece of crap. I decided to return the dress, but the seller refused to take it. He told me that I tore the dress on purpose. The seller is real jerk, so better don’t order from this scamming website. Not recommended.

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T
4:33 am EST

Rent The Runway They still haven't solved my problem

I rented gown through the company www.renttherunway.com. I paid money for it, but the rep didn’t provide it on the promised day. I spoke with the rep, who told me that they were solving my problem. WTF ? After a month, they still haven’t provided any reply. I was really upset, ‘coz I paid large sum for the rental. These people are scammers and ###, so be careful if you buy from them as well as post comments about your things with them.

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10:00 am EDT

Rent The Runway Seller fooled me and didn't return money back

I bought jeans, hoodie and other clothes from the website www.renttherunway.com. I got my order on time, but when I opened the package, it turned out that the quality was horrible. I immediately contacted the rep and told that I wanted to get full refund and returned the order. The seller told me that I could send the order and he would return the full sum and for return postage as well. I returned the purchase and never heard from this ### again. Crap. Please, help me return my money back.

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Ricun
, US
May 10, 2014 7:37 am EDT

I purchased a dress from www.renttherunway.com, and after 2 weeks I haven’t received it. I contacted the customer services and asked about my delivery. The agent only told me that they would return money if I would send the dress back and hung up on me. WTF? I was really shocked with such attitude and services. Don’t buy from them and post comments about your experience with them.

Rent The Runway Customer Reviews Overview

Rent The Runway is a popular online service that allows customers to rent designer dresses and accessories for special occasions. The website has received numerous positive reviews from satisfied customers who appreciate the convenience and affordability of the service.

One of the most frequently mentioned positive points of Rent The Runway is the quality of the clothing and accessories available for rent. Many customers have noted that the items they received were in excellent condition and looked brand new. Additionally, the selection of designer dresses and accessories is impressive, with options available for a wide range of styles and occasions.

Another major benefit of Rent The Runway is the convenience of the service. Customers can browse and select items online, and the items are shipped directly to their doorstep. The website also offers a variety of rental options, including one-time rentals and monthly subscriptions, making it easy for customers to find a rental plan that works for them.

Customers have also praised Rent The Runway for its customer service. The company has a dedicated team of stylists who are available to help customers select the perfect outfit for their event. Additionally, the website offers a user-friendly interface and clear rental policies, making it easy for customers to navigate the rental process.

Overall, Rent The Runway has received overwhelmingly positive reviews from customers who appreciate the quality, convenience, and affordability of the service. Whether you're looking for a stunning dress for a special occasion or just want to try out the latest designer trends, Rent The Runway is a great option to consider.
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www.renttherunway.com

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