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 As users have increased, RTR has not kept up with demand and is happy to leave many customers with subpar options and outdated styles as opposed to refreshing their styles in numbers that would enable everyone to have recent styles.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 Seeing years-old styles as part of the edit for this summer is a concrete reflection of how outdated this service has become.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.
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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.
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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.
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RTR is not the same after going public and the new update is awful!!
RTR has drastically gone downhill since going public. Customer service is a thing of the past, forget getting any decent clothes and if you can they will more than likely be ruined upon receiving them as there is zero quality control during the cleaning process. Every shipment I receive now has at least one item that is completely destroyed with rips, stains, or missing parts. Aside from that, the prices are astronomical given they got rid of the unlimited option and all storefronts. Oh, let’s also discuss how they will show an item is available when it truly isn’t. They say it’s available as they are anticipating the return in time. This means they may not have it, and also haven’t inspected it for any issues that would then mean it’s not available. This has happened multiple times. I’m beyond disappointed with how things are run now. Also, let’s talk about the app update from yesterday — now, you can’t sign into the app without being signed into the site at the same time. NO THANK YOU!! I deleted the app, and will now have to unfortunately rely on the website only.
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Terrible customer service
I purchased a dress, but it never arrived and then I got a notice that they thought I had returned it and charged me a restocking fee. When I reached out to them, they let me know that an error has occurred, and instead of sending it to me it got sent back to them. But they never issued a refund for the restocking fee, so I had to contact them again. Fortunately, several days later the item reappeared on the app, and instead of purchasing it this time I decided to rent it. It arrived several days later without the dress! The dress has an inner slip and that arrived but the outer dress did not! I contacted customer service and they offered me an extra rental for my trouble, but it also never appeared on the app. Must I contact them twice, just as I had to do for the restocking fee? My other issue with the service is only about half of the items actually fit me in a flattering way and I have a pretty average build - 5’5” 140lbs. They have some cute items, but often they not available so you are left to either not rent or rent items you’re only luke warm about. In either case I still can’t believe that they messed up the same dress twice in less than two weeks. I was super excited about this dress, it was perfect for my occasion.
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Classy Maternity Dress
Loved my first experience with RTR, which happened to be a maternity dress! I’m 24 weeks pregnant with my second child. I’m 5 feet and 127lbs when I’m not pregnant. I ordered a small and medium and wore the medium, which is a size bigger than I typically wear, even in maternity sizes. The small fit, but was snug in my lower half, so I opted to wear the medium. However, that made the top too big, which made the other other reviews accurate that the shoulders slip down. It was an easy fix with double sided fabric tape. It stretched out really quickly, which made it feel a little loose by the end of the night, but I was comfortable for a nice dinner out. It also needed a quick steam when it arrived and wrinkled quickly after sitting. Overall, without having a custom made dress, I enjoyed the rental experience for a night out at the Opera!
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Totally aggravated with RTR
It usually goes well. This time, what could have gone wrong, did. I received the dresses a couple days early, which was great, because the one I wanted to wear was sent to me ripped. So I had to scramble around just before Christmas to find some sort of quick, same day service. Nightmare! Then when I returned all 4 dresses, I received a $50 late fee charge saying that one of the dresses wasn’t in the package! Huh?!?! Are you kidding me? Then I had to go back and forth with billing to let them know the dress was definitely in the bag, and to check again! So now they are supposed to be reversing the $50 late fee charge as well as reimbursing me for getting the dress sewn. Now the same person in billing is saying that I should not have had the dress sewn and they have a special dept for that. Well, If that’s the case, I should have not received a ripped dress!!! This was the worst experience ! In addition to the late fee reversal and the credit for the repair, I need to be completely reimbursed for the items. It took me a lot of time to find someone who could fix the dress as well as the stress and Aggravation that this experience caused.
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They threaten to make you pay if your package is stolen
First of all, I really liked using it…until a delivery person left the package outside of my building and it got stolen. They have very distinctive bag and can catch a thieve’s eye very easily.
Then the nightmare starts. Lots of time spent staring at the chat messages trying to figure this out. Eventually they said they were going to “investigate” and opened up new spots for me. More than a month later I’m still getting emails threatening to charge me full price of all stolen items if I don’t “return” them. Every time I get a threatening email I have to try to chat customer service again and every time I’m on hold, waiting, checking messages, can’t do anything else because if I don’t respond for they drop off then I’ll have to start it all over again. The stress of handling this situation is not worth it. Unless I move to a doorman building I will not consider using them again. What a shame.
Then the nightmare starts. Lots of time spent staring at the chat messages trying to figure this out. Eventually they said they were going to “investigate” and opened up new spots for me. More than a month later I’m still getting emails threatening to charge me full price of all stolen items if I don’t “return” them. Every time I get a threatening email I have to try to chat customer service again and every time I’m on hold, waiting, checking messages, can’t do anything else because if I don’t respond for they drop off then I’ll have to start it all over again. The stress of handling this situation is not worth it. Unless I move to a doorman building I will not consider using them again. What a shame.
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Great in theory, not so great in reality
My review is related to the RTR service, not so much the app. I found customer service to be incredibly unhelpful, so I wasn’t sure where else to turn with this complaint. If you use this service, be very wary of what you select. If the clothes don’t fit you or flatter you, you can’t exchange them for new items or sizes. I tried 8 items from here, and only one worked. I loved the dress that worked, but was extremely disappointed in my overall experience.
It’s not like purchasing clothes, where you get a refund when it doesn’t work and you return it. You spend money on these items no matter what, and when nothing works, you’re still out the money. Customer service said their exchange program had been discontinued, and offered me credits to rent extra clothing… that’s fine, but those credits had to be used for the next month, and I did not need any rentals. To me, this program is high risk low reward unless everything looks great on you. For reference, I am 5’10”, 175lbs. 30” waist and pretty average proportions. In my opinion, they should re-instate the exchange program, otherwise you take a very big risk renting clothes from RTR.
It’s not like purchasing clothes, where you get a refund when it doesn’t work and you return it. You spend money on these items no matter what, and when nothing works, you’re still out the money. Customer service said their exchange program had been discontinued, and offered me credits to rent extra clothing… that’s fine, but those credits had to be used for the next month, and I did not need any rentals. To me, this program is high risk low reward unless everything looks great on you. For reference, I am 5’10”, 175lbs. 30” waist and pretty average proportions. In my opinion, they should re-instate the exchange program, otherwise you take a very big risk renting clothes from RTR.
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Horrible experience, better off buying a dress for special occasions
This is not related to the app, but the actual service itself. Though the app could use some improvements for recommending the products that would be best suited for the specific user. My main complaint is the customer service of this company. I bought the middle package of receiving two shipments of 4 items each. They lure you into getting the more expensive package by promising exclusive items that are worth more/higher quality, when their selection is extremely limited and disappointing. Also, when two of my four items didn’t work out in the first shipment, they said I had two “swaps” which is misleading because they took away two items from the next shipment. In reality I only had 6 items (not 8) that I could potentially wear and the items in the second shipment didn’t even work out. So all in all, I overpaid to have maybe 4 items that I wore once each and when I reached out to them they said that it’s “in their policy” not to do any refunds and blamed me for not reading the reviews carefully. This service isn’t worth your time/money as it takes so long to find anything to rent on this app and when the items arrive you will likely be underwhelmed.
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