Rent the Runway Avis 

Love the RTR subscription service for a number of reasons since 2022. Top reasons for my loyalty: easy to navigate app, fast deliveries, responsive customer service, value, sustainable fashion choices, variety of brands & high quality selection! It’s been fun to explore new styles and see what suits me from repeat work staples, to one-time formal and exciting vacation choices. My wardrobe looks fresh and exciting thanks to RTR- and it’s good for my soul to look good and feel good about it 😊

I’m a size 16 and I started searching high and low for the perfect dress for months. I finally found something on their site. They shipped me a size 0.Immediately contacted Support to try to get a replacement, but what do you know the dress was out of stock and they wouldn’t do anything other than accept the return. Didn’t want to offer me a credit towards another dress or anything. Or overnight shipping. They don’t have a customer service phone number so I was probably talking to a robot anyway. I just don’t understand why we keep giving these terrible companies are hard earned money. I will never shop here ever again and if it’s not absolutely necessary, I suggest you go somewhere else as well.

I have used rent the runway twice in the past two years for weddings, I loved them. I loved the care I received. The representatives were kind and understanding and so helpful. The choice of dresses were outstanding.
Thank you for your professionalism. Regards, Lilly

I liked a lot of the clothes that they sent, but I’m disappointed in the poor customer service. After a few months of enjoying the service, I decided to take a break. I didn’t understand that the clothes were due back immediately upon canceling the membership (I previously kept things for 2 weeks at a time) and I accidentally shipped everything back without two of the tops that I had ordered. On two occasions customer service charged me $149 and when I called to explain the mistake and ask that as a first time user who didn’t understand their policies they’d be refunded on two occasions customer service refused to offer even a partial refund. It’s been years since I’ve experienced such poor customer service, and since I just wasted nearly $300 on nothing, it Tanya the entire experience and I won’t be a customer in the future.

The customer service is the reason I have stuck with RTR - every interaction is 10/10. Chewy level customer support. Also, I am so lazy and they arrange pickup making it super simple for me to return and swap outfits. I love that I'm not buying a bunch of trendy clothes that will end up in a landfill but still get to wear the looks.

I used to go to a few black tie fundraisers a year and used RTR with no problems.
Here we are a few years later and it took way, way too long to get what I wanted. My phone contact was polite but omg how long it took just to pay, place my order, and receive the discount they emailed me! I was to receive a birthday dress discount which never even happened. My birthday is in ten days and then she said happy belated birthday.
This is not the RTR I remember.

I used to always do rent the runway. Fit me well, always came
on time or typically early. The last two shipments have me totally done with the brand - the dress i ordered for my dad’s funeral came defective, missing an entire strap. The dress i ordered for a wedding - they told me the day before they didn’t have my size in stock but i could chose 2 new options for free that would still arrive tomorrow. Yet those options never came - actually never arrived. Then i started getting emails about late fees for a package i never received. I’m
done!

The customer service is outstanding. The business model is spot on. The delivery and returns flawless. My only caution is the same as a couple of others and that is there comes a time when something should be out of the rotation because it’s so clearly overworn. I tried posting that once as a review and they removed/declined it.

Love RTR customer service. Super responsive and offer real solutions.

Terrific customer service, and willing to work with you to make the ongoing experience top box!

Right out of the gate I should have seen the red flag of barely having any decent options for bodies that are curvy.

After I spent days trying to fill my allotted rentals with stuff I liked (trust me it was a CHALLENGE) I received the dress I had intended for my birthday... It had a massive stain in the center of the chest. I couldn't wear it because it was so obvious. Customer service acknowledged the issue, but it was a disappointing start. I had no time to do a "free exchange" because I was traveling and had already eaten into my rental days trying to find enough things to rent.

After that abysmal experience, I decided not to continue my membership. I returned all of my rentals and thought I had canceled my subscription. Later I realized I hadn't actually finished the cancellation before my renewal date. That part was my mistake.

As soon as I noticed, I reached out and explained what happened. I wasn't asking for anything unreasonable—I'd have been happy with a prorated refund, a partial refund, or even having my billing cycle adjusted so I could actually use the month I'd just paid for. Every option was denied.

What really bothered me was that they kept offering me 50% off another month if I stayed subscribed, but wouldn't show any flexibility for the month I'd already been charged for. It felt like they were only willing to help if it meant I'd keep spending money.

To make things even more frustrating, my account says I'm paid through late July, but I can't actually use the membership the way I should be able to. After returning all of my items, I can't start my next 5-item shipment unless I reactivate, and if I try to add items it wants to charge me extra. So I paid for another month but don't actually have access to the benefits I paid for...? Make it make sense.

The difference between Rent the Runway and Nuuly was night and day. I once returned my Nuuly shipment the day before it was due, but the carrier didn't scan it until after the deadline because of a shipping delay. I reached out, explained what happened, and they immediately cleared the issue and refunded the charge. They treated it like an honest mistake instead of hiding behind policy.

That's what good customer service looks like.

I understand that policies exist, and I fully own the fact that I missed the cancellation deadline. But after sending me a stained dress and then refusing to offer any reasonable solution, Rent the Runway had several chances to make things right and chose not to.

In the end, I'm out about $150 for a membership I can't really use, and that's enough for me to take my business elsewhere.

The quality and service have steadily declined. Odors, old clothing, items that are good aren't available. My last shipment never even arrived.

DO NOT RENT FROM THIS COMPANY!!! As soon as you cancel your membership they will do everything in their power to charge you late fees and claim you have not returned the items!! I have been charged over $1500 fraudulently by this company!! I have to fight to get my money back when the items have already been returned!! Terrible business.

I had a mishap with my order, and when it said it was delivered I realized it was sent to an old address in a different state. I didn’t realize this until the evening and even after hours I was able to reach customer er service via text, and they were quick to respond to help me get things figured out. They quickly helped me find a replacement to arrive for my event on time while we tried to locate the other package. I was blown away by the level of support I received. I have rented many times before and always had a good experience, but this time was next level.

Rent the Runway has sent me incorrect items, and has also not properly scanned items that I have returned (and accused me of losing them). This business is a scam. They continued to tell me I need to pay for an item they lost.

They clearly have a poor system for monitoring their own inventory.

Been a subscription member for over a year now. Clothes have been mostly awesome and when they haven’t, they have exchanged items with no issues.

I ordered from rent the runway in March 2026 for a delivery date of June 12th. My rental dates were June 12-15. My delivery date was delayed until June 15th. I am unable to use any of my rental dresses. This is a horrible business model. Per UPS, RTR shipped the package at 8:53 pm for air shipping that typically leaves around 5pm. I also used their customer service chat which did not respond. If you want to ensure your dress comes in time, DO NOT rent from them.

I've been renting on Rent the Runway since 2015. They have been a go to from my college sorority days to going to weddings or just a quick trip to the beach. I can count on RTR to deliver the best quality clothes in timely matter.

I was very nervous about renting something without trying. This was actually for my son's wedding! I searched and reserved a dress way in advance. I wanted something special, of course and I knew I probably wouldn't be wearing anything I bought more than once. I love the idea of sustainable fashion --- sharing, rather than wasting etc. Unfortunately, in the end, I got "cold feet" about fit and flattery of the dress. The problem is not being able to try it on well ahead of time. I ended up purchasing something that I was 100% sure I loved and could have it altered for a truly perfect fit. It's costing me almost 4 times as much --- of course. All this to say, I called less than a week before delivery to cancel my reserved piece and the person who helped me assured me a refund to my credit card (minus a VERY minimal $9 late cancellation fee). I felt bad doing it, but she was so understanding, it left me with such a positive impression. I would definitely recommend Rent the Runway to friends and will consider it again for myself in the future. The choices are beautiful and if you absolutely fall in love with your rental, you have an option to buy. The only tricky part is the try-on although they do send all items in two sizes. I think had I been able to try a few for a small fee and then reserve one as rental for the future date, it would have worked better for me, personally.
Still, my experience with cutomer service was excellent. Keep up the good work.