Leave a Review Rent the Runway (RTR)
Used to be great
RTR has become a joke. I have loved rent the runway for years, but have had to pause my membership for many months now as there has been nothing worth renting on the app. I used to be RTR’s biggest advocate, always telling friends about the service and defending the service against complaints about lack of options. A few years ago, if you put the time in to looking through the app, you could always find clothes worth renting. This is no longer the case. As users have increased, RTR has not kept up with demand and is happy to leave many customers with subpar options and outdated styles as opposed to refreshing their styles in numbers that would enable everyone to have recent styles. I forgot to pause my membership this month and figured I would find at least something. Unfortunately, after scouring the app for hours, I can say that the options have remained abysmal. Seeing years-old styles as part of the edit for this summer is a concrete reflection of how outdated this service has become. Most of my friends have switched to Nuuly and I believe this has been the final straw to convince me to join them.Show lessEc_thomas
Easy to add more impossible to get less
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.Show lessNMcWL
Smoke and mirrors customer service, defective products
Fantastic idea, flawed executive. They overwhelm you with text, emails, and surveys to portray the image of customer service. Try to utilize that service and you’ll be sorely disappointed. After a few months of receiving defective (missing zippers, uneven lining, too-short-for-size sleeves or legs, etc.) that more than once had a cigarette stench and receiving no assistance from customer service, I decided to cancel. They deactivated my account, so I can’t login to request a shipping label to return the items I have at home. I reached out to get a label and failed to receive a response via text and email for a few weeks. Then finally after my second late fee, they responded saying they scheduled a pick up. No one shows and I get charged another late fee. Contact them again. Repeat. Now I’ve been charged the full price of all these items that I would just like to return. It’s been comically stressful and disappointing working with RTR, especially for a product that doesn’t deliver.Show lessMaddi1102