Rent the Runway Anmeldelser 

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!

I’ve been a customer for over 15 years. They have always made any issues right. I love the customer service and of course the products. RTR never disappoints!

After having such a horrible experience with a company called ThredUp and leaving the worst review of a company in history, I wanted to express a very POSITIVE experience I had with RTR. They have been listening to their customers from my first experience with them over 5 years ago. They are doing well because they have listened and actually care about running a business that cares about their customers. I had to reach out to their customer service (no fault of theirs, I had an address issue) and they were soooo helpful! My order also came beautifully packed, I LOVED that the quality of the rentals are mint condition, they have a great sign up deal and they will make things right if you have a need. I was hesitant with all the companies out there right now with the lack of customer service and I was so afraid RTR had turned in to one of those services, but they have improved, excelled and should be given credit. If you are on the fence with RTR, I say go for it, give them a try! I am going to have so much fun wearing my beautiful outfits on my work trip since I work from home and do not have a need for a closet full of work clothes. I can pause when needed at any time, but I think this is going to be so much fun and it is cheaper than buying a new outfit once a month and you get multiple outfits! You also do not get tired of the clothing because you get new ones all the time and can buy the ones you love at a discount! Way to go RTR on your service and being ethical with your customers! I had the worst experience ever with a consignment company (ThredUp, that has thousands of reviews all stating the same unethical issues) that it almost scarred me from any rental/consignment company, but you saved the day and I have faith again that you can get nice, designer outfits AND receive wonderful customer service. Thanks for restoring the faith. Keep it up and you'll have loyal customers for life.

By mistake I ordered the wrong size. I realized after making the purchase. I reached out to their chat, pretty fast, expecting that I would have to go through all the process of returing an item, and not getting the dress unless I was paying twice. They did not only reply promptly, but also seeing that I was delaying in my replies via text, emailed me to make sure that I was properly informed. My order was cancelled and I was able to purchase the right size.

I love RTR. The reviews for items are genuine, the speed of service (processing and shipping) is outstanding, and customer support is excellent. I recommend this website to everyone.

Very handy for evening events where you need gowns and bags. Also good if you work in an environment where you need fancy clothes or business suits but it’s too pricy to buy the designer ones.

I’ve been using RTR for the last five years and it has honestly been a five star experience. I’ve interacted with customer service probably a dozen times since joining and they’ve all been helpful and made it easy. I’ve never once had a poor experience interacting with them. I’ve reached out to them for all sorts of things and they’ve always been beyond helpful.

RTR has been an absolute game changer for me! The customer service is unbelievable and makes everything so easy!! I am now a RTR lifer!!!

Addictive - be careful! But such a wonderful service. I have a job that needs me to suit up and face a certain clientele - RTR has elevated my workwear game. Their customer service is top notch. The home pick up service is a great luxury as well. Because you are paying a bit of a premium, their customer service is a text away and very responsive.

RTR is always very understanding about customer errors, misunderstandings and returns. They have excellent customer service and truly support the customer in every situation I have had with them. They are responsive, polite and professional. Truly top notch customer service in my experience. They even solved a problem via text outside of posted business hours.

Phenomenal customer service! I've had a three interactions with the customer service team at RTR (not due to errors of RTR, but all me), and they all have been professional, friendly and quick. I am so impressed with the level of service.

I am loving the subscription I started a couple of months ago; it has changed my experience with getting dressed each morning for the better. Thank you RTR!

Charged me $1576 after I already returned the items and even after speaking to customer support they said they had returned the full amount and only returned $1000. Such poor customer support and so disappointing.

Great, responsive customer service

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?