Rent the Runway Avis 

Really enjoy the service so far. The customer service reps were very helpful to explain all the features of the service. There are a lot of great choices for someone who likes to have a lot of new clothes, but is trying to cut down on shopping and "stuff" in my home. :)

They provide great customer service. If there is a problem, they fix it

I've used Rent the Runway for a few years now and I'm so thankful it exists! Love being able to change my wardrobe because it makes me feel confident! The team is always so helpful!

Customer service response was prompt, assistance was helpful and resolved my issue immediately. The products I purchased arrived on time and the return was easy. Definitely recommend RTR.

First, I want to say it’s a pretty dress. It fit me well I thought it was a good price. The packaging was horrible. Basically wadded it up in a ball and threw it in an oversized bag.
This was my first experience with rent the runway. First impressions are everything.

I’ve been an on and off RTR customer for years and their customer service has always been INCREDIBLE. Even in the age of AI, it’s so easy to be connected to a real person to help resolve an issue.

RTR is not keeping a sufficient inventory. Every time I search, the majority of styles are unavailable in a majority of sizes, often nothing at all.

Love RTR and their customer service. I’ve been a one time rental user since my high school prom. Even in the few times where things went wrong their customer service is extremely responsive and helpful. Such a refreshing experience in this day and age. They always want to make things right. That said I’ve only had issues a few times with rentals and usually it’s a seamless process.

I ordered a dress for purchase and it is delivering this week (ordered last week). I needed tracking and wasn’t interested in downloading their app so chatted and sent email and got a quick response from both. My friend recommended this company and really likes their rental service so I bought something to try out.

I love the option for one-off rentals as opposed to having to sign up for the subscription. I have only done one-off rentals, but had a fabulous experience. The item I received was gorgeous. When I needed a dress a second time, I rented again with a one-off rental. Later, I decided to sign up for a subscription so I could get accessories as well, but then got cold feet and changed my mind. When I canceled the subscription, it appeared I could not get a refund for the first month. I was slightly annoyed, but really didn't mind. I figured I'd just get the items I needed and cancel after the first month. I contacted customer service to see if I could get the dress I'd already reserved moved to my subscription. The agent that helped me was the best! Although my intention with the call was only to try to secure the dress (honestly, I wasn't expecting the call to be successful), the agent offered to cancel the subscription and then helped me add the purse I wanted to my one-off rental with a discount. (I also learned that one-off items and subscriptions items can be different stock. )

Although I did not choose to go with the subscription at this time, I would definitely consider it based on my experience with the customer service agent, the quality of the items (granted my experience is limited) and the great selection of items.

I ordered a dress 3 months ahead of time for a very special event. I purchased accessories around this dress. A week before my event, they told me they can't ship my size and I have to find an alternative within 3 hours to get it on time. Nothing on their site was even comparable and now I have to scramble to find something new. This was my first experience with them and my last.

The founder of this company Rent the Runway, Jennifer Fleiss is an unethical person who steals from small businesses. I would not support a business of hers.

The only thing inappropriate is a multimillionaire who lives in a $11 million house refusing to ship back earrings. Yuck.

I like the service RTR provides- but the reliability is worrying. The day before my items were to be delivered, I got a notice saying that one of the items I had reserved is no longer available (the item was just a duplicate of my original item, but in the size that was actually most likely to be my size). A huge part of the appeal of RTR is to have reassurance that you can reserve clothes for a special date. So when the day before delivery, that promise is rescinded, leaving you in the lurch, it’s a real PITA.

Second of that, the website itself has some major problems. When I was browsing for replacement styles, at a certain point when I applied too many filters it basically stopped applying the filters, and then the images in the search results became comically massive. I had to zoom out to 10% on my browser to see three photos in a grid, and the descriptions, of course were in 4p font in the corner and impossible to read. Also, when I finally was able to select my replacement style and my bonus style, I misjudged the sizing for one of them and went to change it before placing my order. But there is no way to edit the size, and there was no way to remove the options that I had selected. When I went to find the editing screen, it replaced it with a “You’re all set!” banner, despite the fact that I had NOT confirmed my replacements, one of the items was in the wrong size, and I was indeed, not set.

And lastly, when I contacted support about this issue, then they told me that I could select a free replacement style and a free bonus accessory. When I told them the replacement style + the “apology” bonus style that I had chosen (which I needed to change the size of,
), they says OK but you will have to pay the full rental price for the second item, and then asked if I still wanted my free “bonus accessory”

I explained to them that the website did not provide a “bonus accessory”, it provided a “bonus style”, and that in the confirmation page it had all three styles for a total of $0. If I had hit confirm, that order would have gone though as such. I had just chosen the wrong size for one and the UI did not allow me to change the size NOR remove either item to choose it again in the correct size.

Also, I feel like this probably contributes, but the URL for this entire process and the address bar did not change once, I think it just said renttherunway dot com/style for this entire labyrinth of pages, which made navigation difficult, and which to me implies that all of the information it has on what I have selected and what I will be purchasing was stored in cookies or something else that is very inflexible/unstable for a full item browsing, filtering, checking reviews, selecting and editing sizes, etc process. This is something that should be easily re-accessed and edified through “Your orders” but it seems there’s replace style system was completely floating on its own.

So, support unknowingly had incorrect information about the “apology” style (saying that it could only be an accessory), and they resolved this when I explained it to them.

Also, the kicker is that I was ordering all of these items in order to see if I wanted to purchase them at RTR’s rent to buy price…. and when I mentioned this excitedly to support, I was told that I wouldn’t be able to buy any of the items I rented, because they were reserved for future dates. The irony that the only reason I was in this support chat in the first place is because my original item was ALSO reserved for my future date…. and then became unavailable.

So, it seems there’s a lot of conflict between what the website is showing and what the support teams is told. The website is also very misleading to give a “purchase price” on items that you’re not allowed to buy. And the website just fell apart when it was asked to do the “we’ll make this right!” process.

Overall I think they are great. Sometimes things don't fit as expected and I don't wear them. On the other hand, some items are so beautiful that I have gotten a lot of compliments and have purchased them. When I do have issues, I have found their customer service to be outstanding!

Beautiful clothes and even better customer service!!

Great customer service always. I just love rent the runway and so loyal to them.

Great customer service. I use the chat to resolve my issue. The service agent was patient and very knowledgeable. This was one of the best experiences I’ve had with a customer service line in a long time. Anywhere!

Love RTR. There is a great selection of clothes. I can always find something that I want to rent. I’ve had very little need for customer service but when I do, all representatives are knowledgeable, and helpful!

I have absolutely loved every dress I have received from Rent the Runway. I actually ended up purchasing one of them and have worn it several times as has my daughter. I recently received a dress that was missing a sash and they immediately sent out a replacement dress. These people are amazing. Very classy and incredible business!!!

Very helpful service and highly reputable