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.

I ordered my dress on September 10th and my event was on 9/28. My “backup” dress arrived the day before the event and it had a hole in the front of the waist caused by some sharp plastic part of the dress that popped out (causing the rip/hole). Still no dress that I ordered originally and there was no email notice or update regarding my order whatsoever. The customer service 1-800 number said it was “more than four hours wait” to get a rep on the phone. I hit the “1” for an agent to call me back once one was available and that was 3 days ago—still no call back. The only information I was able to find about my order was on the app which said said my dress was “not available to ship.” Ok. So I scrambled to the department store hours before my formal event to buy a dress. I managed to find a simple back dress but still ruined the fun of getting dressed up. I also ordered a strapless bra and other bra accessories to go with the dress. Still waiting on those items to arrive, too. Never using RTR again—my special evening turned into a nightmare the day before because I had zero notice that my dress wasn’t arriving and no one available to help me despite countless calls and emails to them. How disappointing that even my backup dress was torn in the front and just looked used and worn out. I hope I do t have to wait on the phone for more than 4 hours to get my money back (of course I was charged the full amount a month ago back when I ordered the items and not when they shipped). Such a horrible experience!!!

App: Terrible user experience. Why isn’t there a back button? Why can’t you thumbs down designers or items so that suggestions are improved? Why does it display items as available if they aren’t available in your size? Why does the app kick me out and prompt me to sign in once a day? Service: There is such limited availability that I pause my membership for months at a time because out of 100s of items I’ve hearted, there’s only the same 5 available. It’s incredibly frustrating to pay over $100 dollars every month and still not have reliable access to items. This is the worst part of this service and likely why I will cancel. FedEx was a much better shipping partner than UPS. It was faster and more reliable. Hate that UPS is the shipping partner now because you can’t get deliveries on the weekend anymore which again limits the availability. Customer service is severely lacking. Been using the service for over a decade in and off and now if you contact them with a legitimate issue (torn clothes, holes in clothes, very worn appearance, etc) they are unresponsive or dismissive and can’t actually make whatever the issue is right. Used to have much better customer service. I also can’t understand why there’s so much stuff from places like Madewell. It’s terrible quality and it’s a waste to use spots on cheaply made, very common items. Overall, I wish there was a better alternative. This is a great idea in the theory but the service and the app are severely lacking.

I have used many rental clothing services and I’ve never had a worse experience than I did with Rent the Runway. They charge you over $60 per day if your rental items are not returned on time then charge you for all of the items you have after 2 late days (I was charged over $700) rather than just charging you for an additional month to rent the items like every other clothing rental company I’ve ever used does. When you try to reach out to speak to someone from customer service about the problem you wait on hold for a minimum of 50 minutes no matter what time of day you call simply to be told they actually do not have a billing department to speak to so you actually have to email them rather than just telling you that information upfront before you waste an hour on the phone on hold. They then refuse to reimburse you for anything (even if you return all the items) and instead give you credits that cannot even be used to purchase items you actually want after renting even though that is what they charged you for in the first place?? You can use the credits to purchase “clearance” items only which are just used and old clothing/items that haven’t been trendy for years and look used. Oh and it’s also impossible to cancel your membership and they will continue to charge you. I would recommend against ever using this app or rental service, there are far better options out there with better customer service that actually value customer satisfaction and won’t just try and steal all of your money.