"I use to get a warning when my paused account was restarted but they stopped doing that without any warning. I was charged 100 for nothing. I didn't want to renew this month. With a busy life it's just too much to remember.
When I pause something I want it to stay paused until I restart it.
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"This was my first experience with Rent the Runway. I reserved a dress and clutch for a black tie wedding this weekend about a month ago. A week before the wedding, I was informed that the clutch I ordered was not available; the next day I learned that the dress I ordered was not available. They were sending backups of their choosing that were suppose to be here when I arrived home from holiday today. 2 clutches arrived - they would have looked great with the original dress, but not so much the backups they chose. No dresses arrived, so it is a day and a half before the wedding and I have nothing to wear. They said they could get me dresses by Friday night. NO THANKS. I WILL NEVER USE THIS COMPANY AGAIN. THEY ARE COMPLETELY INCOMPETENT.
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"I ordered dresses for my wedding rehearsal dinner. Dresses never arrived, I received shipping updates and assumed that they would come. I had to scramble last minute. Rent the Runway offered nothing as an apology. Really disappointed. "
"Watch out! The fine print of the agreement you MUST sign to rent anything from this company indicates that they may charge you a $50 late fee per item that THEY CLAIM was returned late. They do not have to support their claim that an item was returned late and you will not be able to get any shipping information to prove you returned something on time because the pre-paid label is provided by Rent the Runway and they have all of the shipping information, (which they will refuse to provide you with).
They charged two of the bridesmaids in my wedding a total of $2,200 in late fees! I had three different conversations with three different customer service reps for this company. All 3 basically just kept restating that this is the company's practice to do this and they have no obligation to back up their claim that an item was returned late. And yes, they will charge 3 times the value of the dress, and no, they don't have to support their stated value of the dress, and no you may not have the dress that you just paid $1,000 for.
I don't believe the positive reviews are legitimate, (probably posted by the company), and I urge you to read the reviews from the many customers that have had this happen to them before you hand over your credit card information to this company.
My daughter made a recording of her conversation with one of the customer service employees. So, I heard her explaining that Rent the Runway had the wrong email address for her so she had not received a return label or any of the notifications. She pretty much begged the woman to do something about the $890 the company charged her debit card without her knowledge. She is a college student and this action by Rent the Runway meant that her bill payments were returned unpaid, fees racked up...
The attitude of the customer service rep was astounding. I am not exaggerating when I say she was gleeful about the fact that there was nothing my daughter could do about any of this because my daughter had agreed to the company's terms when she rented her dress.
I have never had an experience this bad with any company.
- 06-25-2018
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"i filed better business bureau complaint:
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."
"Dresses ordered a month in advance for my best friends wedding. Had them delivered a day before I needed to leave to ensure I would have them. They did not show up. No communication to let me know the issue or that they weren’t coming. I was left scrambling to find alternatives. I have tried to email/call/chat 8 times and no response. Still now, 4 days later and no response. "
"I bought a gown from Rent the runway and received it on Friday. I understand the the product is used but I received the product damaged and sticking out of the box. When I called the representative was not helpful and stated that they only thin they can do is give me a 15% refund for a damaged item (which amounts to 8.00), that they could not exchange or refund the item because it was clearanced. That means if I cannot get the stain out and there is damage to the material I cannot use this gown. On top of paying a dry cleaning bill now, I may have to buy another new dress for my event and have to eat 50.00 for a product I cannot use EVER. This is my first experience using this company and I will warn as many people as I can to stay away becuase I can only imagine what other bad business practices you have."
"I ordered 2 dresses for my daughter's prom three weeks in advance and my credit card was charged immediately. I received a confirmation email upon placing the order, and then another the day before scheduled arrival saying my order had shipped. By 8 pm the day the dresses were supposed to arrive (the day before prom), nothing had arrived. I called Rent the Runway and waited on hold for 30 minutes before they informed me that they were having "mechanical difficulties" and I would not be receiving any dresses. They offered to "make it right" by issuing me a full refund. HUHHHH???? 12 hours before prom, and the only way they plan to fulfill their "100% satisfaction" guarantee is by giving my money back when they messed up? So now I am scrambling to figure out how to get a prom dress in 6 hours. They did say they would issue a merchandise credit to my account (no use since I will never use them again) but they didn't even issue the credit. DO NOT USE RTR if you actually need a dress for a particular event. NOT RELIABLE."
"I have used RTR for military ball gown rentals since 2013. I LOVED it in the beginning, 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 am convinced the designer dresses aren't "designer" more than 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 had the unlimited for a month and on,y was able to use 3 items all month. All the work blazers I wanted were never available in my size. The shipping process had a 1 week turnaround, so when I ordered something in the only size they had and it didn’t fit, I returned it right away, but with the weekend, from CT, it was another Monday before I could order something else. Some of the things o did get were over worn and looked worn out, I would not wear them. There was nothing I wanted to get and what I did want was not available in my size (8 or 10). Apparently a popular size. When I mentioned that to customer service, they offered me a discount on my next month. Why would I sign up for another month if there was nothing that I could get. I was on,y interested in work clothes, jackets for the most part. Very disappointing. Nice concept. "
"Really terrible experiences trying to get my value for money. At least half of all my orders never even show up. "
"The same exact thing happened twice- The shipment of a dress was sent overnight for Friday delivery, but while it was on the UPS vehicle all day, the delivery was scheduled for Monday at the end of the day. I order the dresses for weekend weddings! What's the point of receiving them on Monday? I believe RTR is trying so hard to increase the utilization of their inventory by shipping them late that they're risking the loyalty of the existing customers. Otherwise, there's no explanation for this repeated shipping failures. I'm leaving RTR forever. I can't bet on them another time without having any backup plan."
"I love RTR because it allows me to remain environmentally conscious while also having a vast wardrobe."
"love rtr for everything. usually very dependable with ship dates. however, i did have a couple of issues. i'd say its 95% dependable. thank you"
"I started using rent the runway as I had several weddings in the spring and wanted to save on dresses while still loookonf stylish. I’ve had a great experience so far using both their a la Carter options and expanding into unlimited to get more options and expand my work wardrobe. Delivery is extremely fast and easy and even when I’ve had issues with quality or timing they’ve been very accommodative and helpful in resolving issues!"