BYROTATION Avis 

What went right
Needed the dress last minute and was delivered quickly.

What went wrong
The dress arrived with rips in the lining and stretched seams. I took photos and sent it to the lender and politely asked for a partial refund as I had no other option to wear for the event the next day. The dress was expensive to rent and there was no mention of the imperfections in the listing. She didn’t apologise and said that the rental wouldn’t be worth it for her if she agreed to a partial refund. After it became apparent this wasn’t going to be solved between us I tried to reach out to By Rotation and found out that it is either a full refund and return the dress on the day of receiving (not an option for me), or nothing at all. Super unhelpful and inconsiderate of situations like mine where a lot of money was spent.

If I could also upload photos of the condition of the dress I would. Super disappointing.

Gorgeous dress, but I did not receive it on time so I had to request a refund for 2 days which was very disappointing. I had asked the renter to upload the tracking receipt, but she had lost it. Communication was quite slow too, so I was disappointed in the overall experience.

Unfortunately I was in an accident in the dress and it was damaged. I reported straightaway to the Lender and we agreed on the market price to purchase the dress as she would not be able to rent it again at short notice.

However I was disappointed to find out that BYROTATION add a massive 30% “admin and service” fee to the agreed amount. Lender was not aware of this and neither of us could find it in T&C’s. Also was not quoted in final invoice from BYROTATION.

This bumped up final amount considerably over and above actual purchase price. Again added to my disappointment of the Event I attended.

Consequently will not use this service again or recommend.

I used to be a frequent lender on Byrotation and I thought it was a great idea to make a little bit of extra cash. That was until I experienced what pretty much every other lender experiences with this app. I had a renter completely destroyed my dress, and the only solution that By Rotation gave me was to essentially sell the dress at a discounted price to this renter. I feel like this completely incentivizes other renters to potentially destroy dresses to get a dress at a discounted rate. I’m happy with the solution they proposed and will now no longer be renting my items on this app as it doesn’t you their lenders who have great history on their apps.

Ive been a byrotation customer for a few years now and its changed the way I enjoy occasions. I had a wardrobe full of high street dresses I would wear once and felt I couldn't wear again because id been pictured in them (terrible I know). Now what im wearing is a conversation piece as I have a seemingly endless designer wardrobe and a showstopper on hand. Most importantly I feel great and get to try brands I would never treat myself to buy. Added bonuses - its much more environmentally friendly and im supporting individual renters. I love it!

Great pic platform for borrowing or renting, entire process felt secure and professional

I love the concept of hiring a dress rather than buying especially for special occasions like weddings or graduations. I was excited to try this out for my best friend's wedding. Unfortunately, in my excitement, I didn't consider that I might lose weight between booking my rental and actually receiving it (around 3 months). As a result I ended up considerably out of pocket because I had hired the dress for 5 days (to accommodate travelling for the wedding) and then when I didn't fit I had to find something else to wear last minute. I returned the dress after just one day but there was no option to receive a refund due to fit issues. I totally accept that fit issues are my responsibility but it would be nice if there was an option for a partial refund under these circumstances as once I'd paid for insured postage back to lender (£20) which I wasn't anticipating being that high, I had spent £80 and had nothing to show for it other than additional stress right before travelling. That said, I would still recommend the platform and next time I think I would find a way to try on the dress or one from the same brand before hiring for a longer period.

Was sent the item without crucial ribbon so i couldn’t wear it, I’ve requested for a refund and taken the issue up with the ai bot now I’ve been locked out of my account

I have used By Rotation to rent out my dresses a couple of times and have to say that the customer experience from Allen’s perspective is very poor. There has been an occasion recently whereby a customer failed to return address. Naturally I gave a couple days for the dress to come back through the mail as I was expecting, I then got in touch with my rotation and they had encouraged me to message the seller and said that I could give them seven days to respond before raising a complaint once raising a complaint I was told that I was out of the grace period to claim action against the buyer and therefore lost a £200 dress which is now sold out on the website and not available to purchase ever again. The company were extremely unbothered about this and not empathetic at all. Be very careful when lending things that are not available to purchase or one of a kind as the company is terrible at offering compensation or support when dresses are stolen.

Simple and easy to use, a brilliant platform for eco-friendlier outfit choosing. I can always find a style to suit the occasion and the lovey renters make it even better.

Really nice to share your favourite wardrobe pieces to get your moneys worth & also borrow other people's items rather than needing to buy new items.

First time using the app in an attempt to save money whilst on maternity leave, ended up spending more than I would have done originally due to sizing issues which I had enquired about prior to the rental being accepted. Customer “support” simply sided with the lender, refused return of charge for cleaning fee even though item was merely tried on and also refused partial refund of 1 day although rental item was returned prior to 3 day rental period commencing. Had to go out and purchase replacement outfit a day before the event. Will no longer be using this app.

Edit: It is completely untrue that you try to make the process fair for renters and I note that even in your reply whilst you acknowledge that the decision may not have been correct in my situation, you again do nothing to make up for this error

Have used as a renter multiple times and always been a great experience. Very happy with every item I have rented and the ease of receiving and sending back.

Amazing to work with! Loved the boots!

After two rentals, I’ve decided to permanently remove my dress from the platform.

In my experience, when fabric damage occurs following a renter’s cleaning attempt, it may still be classified as “wear and tear” under current guidelines.

Lenders of delicate or light-coloured garments may wish to carefully consider this risk before listing.

Instead of returning my dress at the end of the rental period, the renter took it abroad and stopped communicating with me. When it was eventually returned, ByRotation were unable to enforce the late fees in line with their own policies.

What concerns me most is that this renter has done the same thing before — as reflected in their reviews — yet they remain active on the platform. That raises questions about how consistently policies are enforced and how well lenders are protected.

I would encourage ByRotation to take repeat behaviour more seriously and ensure their policies are upheld to protect the community and maintain trust.

UPDATE: the late fees have not been paid and the case is not"resolved". Please would you not lie in public?

Horrible customer service and renter behavior allowed. A renter stole a Gucci jacket from me in December while I was traveling for the holidays. Upon my return home this month, I discovered the item was never returned to me. I immediately messaged the renter regarding this on 2/13 and noticed she had not been active lately. Graciously, I gave her 10 days to respond before contacting by rotation on 2/23. The agent essentially told me “oh well” that my item was never returned since it was not reported within 7 days. Their policy posted online states clearly that if communication issues with the renter go beyond 7 days, to open a dispute and they will contact the renter, which they did not do. Additionally, ground shipping within the US can exceed 7 days alone, so that’s an impossible request. All they did was pretty much agree that I was screwed. I then asked for contact information for the renter to proceed with a police report and mail fraud report since they were no help and was told they would give it to me, but the agent ended the conversation thread with no information given. They have not offered to charge the renter, contact the renter, or do anything in accordance with policy. If lenders cannot go on vacation in fear of not reporting a stolen item within 7 days, a MAJOR policy update is needed. Avoid this app at all costs they encourage nothing but scammers!!!!