Rent the Runway (RTR)

As much as I love the service and the clothes are great, I’m going to start looking for another service. I started the plan with 5 spots a month with one swap and over a short time I am now up to 13. In spite of contacting customer service multiple times I can’t seem to roll it back. The app doesn’t let you order less if you have open slots. It’s totally confusing. I travel a lot for work so getting things in time for upcoming trips is important so I had to add 8+ items based on timing and limitations of the app just to be sure I got the few things I actually wanted. Which has resulted in a lot of things I’m not wearing. I have spent countless hours back and forth chatting with customer service and get different answers. The last time was I couldn’t order less until May 5th but again they were happy for me to place the order before that date for 13. I have 3 events this week so I just did it BUT it seems crazy that someone couldn’t just help me get 4 things. The service reps are prompt and friendly but overall the program is very inflexible and the reps seem to have no way to help you with doing anything but adding more cost and pieces. I am not trying to order a lot and pay less I’ve been just pleading with them for 2 months to get me back to 5 and it’s proven impossible.

I was so happy with Rent The Runway until coronavirus changed things. They used to have great customer service and were consumer friendly. They were sending me notices each month about either extending my monthly hold or coming back. The. They stopped, I didn’t realize it and they charged me two months, over $300, and would not refund me. I obviously rented nothing for those two months. I decided to stick with it, with the new plans, and not cancel, yet. But that was very poor customer service for someone who has been a customer for many years, almost since the beginning. Now it takes two days to speak with someone, they sent me an email that they received my return on two items I never received, and I now need to re-rent and what’s with the plastic bag they are sending rather than the blue one? It’s strange to not have any heads up that the bag is changing. I wasn’t sure if I should be sending back my items in the plastic bag. But I did and hope it’s correct. Anyway, I may not renew starting July. I think I want to try a different service to compare.

I ordered my dress on September 10th and my event was on 9/28. My “backup” dress arrived the day before the event and it had a hole in the front of the waist caused by some sharp plastic part of the dress that popped out (causing the rip/hole). Still no dress that I ordered originally and there was no email notice or update regarding my order whatsoever. The customer service 1-800 number said it was “more than four hours wait” to get a rep on the phone. I hit the “1” for an agent to call me back once one was available and that was 3 days ago—still no call back. The only information I was able to find about my order was on the app which said said my dress was “not available to ship.” Ok. So I scrambled to the department store hours before my formal event to buy a dress. I managed to find a simple back dress but still ruined the fun of getting dressed up. I also ordered a strapless bra and other bra accessories to go with the dress. Still waiting on those items to arrive, too. Never using RTR again—my special evening turned into a nightmare the day before because I had zero notice that my dress wasn’t arriving and no one available to help me despite countless calls and emails to them. How disappointing that even my backup dress was torn in the front and just looked used and worn out. I hope I do t have to wait on the phone for more than 4 hours to get my money back (of course I was charged the full amount a month ago back when I ordered the items and not when they shipped). Such a horrible experience!!!