I ordered online and got my dress. The event was canceled, so I didn’t get to wear it, but returning it was a hassle. The day it was shipped was clearly marked, but the return date was not. No where on the package was the return date listed. It was also not listed on the site unless you expanded the order information. Then I checked for the late fee after being a day late and it was $50.
I use the Unlimited subscription and love the convenience of returning my outfits at the store. It allows me to immediately order new items when I get home. This is especially great if I have an item I don’t want to wear more than one. Love my huge online closet.
Thank you to all the Chicago RTR employees. This store was a community for unlimited members and we never got a proper farewell. I’m saddened by way RTR corporate as treated each of you. Store employees and unlimited options are what differentiated RTR from everyone else. Best wishes.
Awesome! I’m a long time member but this was the first time I checked out a store. Nice job with the store. It was an efficient layout. I was on a business trip and was able to duck in and get a couple new items. Looking forward to switching out those items for new ones before heading home.
Ordered a gown 10/15 for a formal event planned for 12/22. Delivery was set for 12/20 with many confirmations, order tracking, etc. This was a very busy time of year and I had house guests. Many moving parts including 7 tuxedo rentals and 2 debutante ball gowns for our kids and guests - my own dress was the last thing on my mind, which is why I crossed it off my to-do list 2 months prior to the event. Despite many confirmations and my arranging for someone to be home to receive it, the dress never came... until it finally arrived 3 days late for a 3 day rental. It was delivered after the event and after I had called customer service to say they had missed the event and asked them to cancel the delivery because we had now left town and could not return the dress. Only then did the dress come. So - I had to scramble for a dress to wear to the event. And I had to hire a house sitter to go retrieve the package and send it back. Never saw the dress, never had the chance to wear it. Spent many hours fretting about it, tracking it, calling customer service. What a terrible disappointment. I will never try this service again - there’s no service and I have not yet received my refund. So to my knowledge I have spent a lot of time and money for a lot of hassle and no product or service. Would advise others to avoid this experience.
Was super excited to get my first dresses for an upcoming work trip. Saw that they were suppose to deliver yesterday 12/20 waited and waited, nothing showed. Well now I’m back on the app trying to track my package and it doesn’t tell me anything or have any date, so they’ve disappeared. I will be cancelling and never using this service again, I didn’t want to believe all the bad reviews and now I do.
I came here after finding out that, Rent the Runway Chicago carried these ceramic mugs of my beloved home. This is a great store thats not too big and overwhelming. Its just the right size and with enough variety to please anyone. I bought said mug and a few other items. The salesperson at the counter was helpful and friendly.
I ordered a dress over a month ago for a holiday party and was told it would arrive the Friday before. When it hadn’t arrived by Saturday and I called, I was told it wouldn’t arrive until Sunday and that I would receive a refund . I didn’t receive any notification from the company until I called and now I have nothing to wear at the last minute. This is a service where you need better communication and dependency. I am highly disappointed and would not recommend it to anyone.
Rent the runway never disappoints. I most recently got a dress for a wedding that could accommodate my 7 months pregnant belly. I got so many compliments on the dress and it was so comfortable too. Pretty great considering I’d never even tried it on and had zero luck in the department stores!
The hostess that greeted us was not welcoming at all. This was our first time in the store and she barely looked up from the computer to say hello. Even after that, she just looked at us without asking us why we were there or explaining the process. We had to keep asking her questions about what to do and where to go. Once shopping, I was incredibly disappointed that most of the casual section was filled with dresses. I was looking forward to getting a few shirts and there were few to choose from. The store staff did not ever ask if they could help me find anything (aside from the initial conversation with my stylist). Even my stylist didnt ever ask what he could help with after getting me into a room. Overall, I was very disappointed. At the end of the day, my sister and I both found dresses for our event that evening but with little thanks to the staff. I am an unlimited member from Atlanta and definitely expected more.
Staff was very helpful. I was able to return the dresses I rented that didnt fit for a new one in less than 30 minutes after trying on 10 options.
Nothing like having the dress you ordered over a month out get cancelled a week before you need it. You’re right Rent The Runway — you’ve created a massive inconvenience and no amount of money can make this right. Thanks for leaving me no time to search for it’s replacement, this is an absolute NIGHTMARE.
Worst service in the world. The DAY before homecoming I was told my dress wouldnt arrive. They said they would give out $200 as compensation. I asked for the money and they said the offer expired!!? I didnt go to my senior year homecoming because of RTR! I didnt have a dress and they made my day TERRIBLE! DONT RENT FROM THIS PLACE!!! E V E R !!
Absolute WORST company I have ever encountered. I dont even consider them a company honestly. I consider them trash. DO NOT waste your money on this INCONVENIENT and UNPROFESSIONAL service. Ive never experienced such a disorganized/unhelpful customer service.I ordered 3 dresses for a wedding. Less than 24 hours before the dresses were to be delivered to me, I received an email saying 2 of the 3 the dresses I chose were no longer available - with no explanation!! Then I saw that THEY CHOSE REPLACEMENTS FOR ME. Not only were they hideous replacements and NOTHING like what I had originally chosen, but how dare they chose what I pay for!? Absurd.I tried their online chat - not available. I tried their customer service phone number - not available. I sent NUMEROUS emails and finally received a response later the next afternoon....They ended up replacing the replacements with 2 that I chose (IMAGINE THAT!) and over-nighting them. I end up only receiving 2 of the 3 dresses...not even the original one that I ordered!! Neither of them ended up working....After many emails with an unresponsive customer service, they then decide to issue a full refund once I return the dresses since obviously they were in the wrong and it was a horrible experience.Here is the best part. I return the dresses on time (even early since I didnt wear them!!) and I receive an email that Im being charged $53 for late returns (WTF!). Their supply chain is so disorganized that they thought they shipped one of the original dresses.Stressful to work with. An absolute nightmare overall. And ultimately, a massive waste of time.
My original RTR did not deliver by the expected date and I went to this location stressed out as the event was that evening. When I got there the staff was so welcoming and helpful. They got me into a room quickly and started pulling options for me. I was in and out of the location with a new dress option within 45 minutes.You turned such a stressful situation into a fun and great experience at your location. I cannot thank you enough!
Maybe it’s the time of year and the staff is really overwhelmed but I went in the brick and mortar location in Chicago and I was not impressed. I told the stylist my size and she brought me stuff not even close in my size. I get that the physical location will note have as many options as the website but the staff should be somewhat knowledgeable of the inventory so people don’t waste their time.
I thought there was very little selection to try on smaller sizes. Its mostly size 10 and up. The staff was very nice, but there should be a way to reach out to the store via phone. If not, then they need to extend their customer service hours.
I have used RTR many times in the past (and have always had good experiences) and today the manager and my stylist Nick really hooked it up when the original dress I ordered didn’t fit. They were beyond helpful and got me into a beautiful dress that fits!! Highly recommend going there - especially for black tie weddings!
DONT USE for a big Chicago event such as First Look. I rented from them last year and showed up to the event wearing the same dress as AT LEAST 8 other girls (thats what I counted, but with so many women there, Im sure there were more.) I also saw lots of other women wearing the same dresses, which were obviously from Rent the Runway as I had seen them online. Maybe its an affordable way to wear a designer dress, but not worth showing up to a special event wearing the same thing as everyone else. When I took the dress back, I complained because they knew the event was occurring (they offer a discount) but no one told me that so many of the same dress had already been rented for the event (they blamed is on people renting off the website. They refused to refund me or acknowledge how embarrassing it had been to be wearing the same dress as everyone else.
I have used the online service in the past and it went really well. Came into the store and at first felt like they had a pretty limited collection compared to online, but as soon as it was my turn for the dressing room someone came out to assist me! She asked my size, what I was looking for, ect. And then she went to the back and hand picked several selections for me! They fit me well and I was able to pick something quickly.My biggest negative is there are no prices I could find on the dresses and the one I ended up with was pretty expensive. I could have bought a dress easily for the same price so I would say I only saved space by using this service, not necessarily money. Return was super fast and simple in store and I would recommend it! Just ask for the price before checking out...
Overall my experience with RTR has been less than stellar; however I just had an overwhelmingly positive experience at the store on Wabash and wanted to post here. Great customer service. Busy location but once you get in a room the girls will help you as you need. Management was able to help me when I was unsatisfied with my rental.I havent had success with RTR but if you like the service, you are in good hands with this location.
I have read many reviews that gave the customer service of this company poor reviews but I wanted to report that two times that I have had issues, they were so responsive, reasonable and positive. The one time the dress I selected was not going to get to me in time, they allowed me to choose anything else and had it couriered the next day (the dress I ended up choosing was a huge hit!). The second time, I dropped my rental in a UPS box and it was not received so I was charged late fees. I gave the details of where I dropped it off and what time and they refunded the charges immediately. Great customer service!
I have been a client for a couple of years and had amazing experiences but lately there customer service has beed awful there is no way in getting in contact with them. I have left my number for call back since the wait is 2 hrs long and have never gotten one back. My last rental didn’t fit and I wrote an email and haven’t received an answer.
I ordered a dress for an event I had. When I received my dress it had a giant rio longer than the length of my hand on the side of it. They say they dry clean the dresses and inspect them before they send them, but my experience makes me think otherwise. That was my first and definitely last experience with rent the runway.
Absolutely amazing customer service. Veronica was wonderful. She was understanding and had great ideas. I had trouble finding a dress and she went out of her way to help me. Definitely coming back here!
This place, and specifically, Veronica is AMAZING!! With very little direction from me, she helped me find a showstopper (her words)! She was so incredibly helpful and fun to work with. She helped me accessorize and even sent me on my way with a big hug! Will absolutely recommend to all my friends/clients and cant wait to visit again
Exact same experience another woman already posted. We have a wedding on 9/2. Bridesmaid dress - tracking number said it would arrive on 8/31 by 8pm. It did not deliver. The app updated to say it would now deliver on 9/4. Emailed customer service who could not offer any help in time for the wedding. We attempted to contact the store in Chicago (it says online they are open until 7pm and it’s 3:28pm as of this posting) the phone number goes straight to a voicemail that they are currently closed. Rent the runway has intercepted the shipment so despite reaching out to a UPS distribution center, we don’t have permission to pick up the dress. Inability to meet the timeline is unacceptable for any vendor in the wedding industry. This is a complete cluster. Do not use them.
My first experience with RTR was a huge disappointment. I ordered a dress for a wedding I was going to and I was able to get a back up style.for free which i thought was really cool. Well i get my dresses the day before an event and 2 of the 3 dresses (the original with a back up size and 1 back up style) had broken zippers! So i sent an email right away and waited 4 hours and no response, so I call, waited on hold for 15 minutes, I am told I missed the cut off to get a new dress by Friday but the 2 dresses I wanted were out of stock. Um had you answered my email right away like you have so many other times I would have gotten a dress. So I elected to return the dresses for a full refund. I shipped my dresses this past Friday and was told my refund would process. I expect it will take a few days. But yet again I emailed just just ask when I should anticipate a.refund again email has been ignored. Not super impressed. I wont be renting again.
We live in an imperfect world. I had put in order in a month ago for an event this evening. The dress was promised yesterday by 8:00 p.m.. I have not received it yet this morning, so I called customer service. Very helpful and kind. Jumped on the phone right away and expedited the order. Some of you may think that is what they should do and expect that, nowadays customer service does not exist! Although I have not received my dress yet, I am very impressed by this service already! Wish me luck!
What an ingenious idea, instead of buying in the store wearing and returning it, what thousands of shoppers do, here, for a monthly fee you can commercially take advantage of high end couture without challenging your moral intelligence. Wide selection for every taste.
We had such a good time. It was interesting to work with a stylist who explained why you check sizes for designer dresses. He actually put us in a few we would never have picked.......and it was great! Thank you Alex!
Great store. I love that you can try on for size a number of dress styles. Ive had luck for both myself (size 2) and for my mom (size 8). The staff is very friendly and happy to help with anything you need. Its very easy to rent a dress and you get a fun hanger bag to take home
My first and it will be only experience was awful. Don’t use this company. I ordered a dress and on their tracking device it showed the date I needed it by for delivery. However, they didn’t get the package to UPS in time to make that promised delivery date. Now my dress is arriving 3 days after my event. They left me out of luck and off to the mall with very little time to spare.
Loved being able to walk in off the street and try on dress. Limited inventory since it was a Saturday afternoon during prom season. I was able to size for an upcoming wedding though!
Ordered a dress. Didn’t come. Called. Waited three hours for a return call back. Was promised another dress to be overnighted. Then they went dark. Sent five emails to the address they told me to reach out to. No reaponse. Their “concierge” service was down (if it exists)
Rent the Runway has really gone downhill recently. A month ago, I ordered a dress for a gala and just received an email TODAY (the day before I was scheduled to pick it up) that the dress was not going to be available. How is this acceptable? I wouldn’t be as upset if I didn’t have an issue the last time used Rent the Runway in August for a friend’s wedding. I went to the store to pick it up and tried it on before I left and it had a HUGE stain on it. Luckily, the stylist was able to help me find a replacement quickly, but clearly there is a gap in their quality assurance process as well.In short, they really need to get it together here in terms of ordering/returning and quality assurance processes. I’m disappointed that I had to write a bad review for RTR because I’ve never written one for any company and I really love the service they provide, but this HAS TO GET BETTER.
My wifes dress never showed up for an event. All they offered was 20 percent off her next dress rental😂😂😂I forgot to mention the dress arrived the monday after the needed date and they demanded she get the dress sent back that same day or there would be late fees as well
Terrible terrible TERRIBLEI would give less stars if possible. I rented a dress with a month in advance for an Event. 3 Days before my event I get an email from RTR saying that they were sorry but my dress was not going to be available. What???? How is that even possible??? My nightmare was only starting. Not only they messed up an order placed with that much time to process, they also provided horrible costumer service. I spoke to an agent named Nyedholi who promised me she would take as much time needed to help me find another dress. Well guess what, just like my order, she disappeared. Did no respond to my emails, did not return my calls. Every time I called I spoke with someone different who seemed annoyed at me. There is a general email help@renttherunway that probably goes to ghosts as no one EVER responded. Terrible. Will never rely on them again.
Absolutely horrible. The worst experience everThe dress selection was beyond gross. It was all Mother of the Bride from the 1970s, terrible colors and fabrics. I understand that the store can only carry a small selection, but seriously? It was like some kind of joke. I did all my homework prior to my appointment, showed up on time - for what?
Sure you cant please everyone, you can only do your best. I appreciate your service
I ordered my dresses online. I was provided a notification that my back-up dress was not available a few days before my shipment. The bag was damaged as it did not have a zipper only a hair pin and no lock. The back up dresses zippers were flawed in that they did not zip well. The main dress came with terrible body odor. After several arguments with customer service, I was credited only for a back up dress fee and provided a promo code which I will not use.
Absolutely horrible experience. The dresses (order included a back up size and back up style) and the jewelry didnt arrive until 8 pm on Saturday when they were guaranteed for delivery by Friday at 8 pm. My event started at 7 pm on Saturday, so I obviously I didnt get to wear either dress and had to scramble at the last minute to find something. As if this wasnt disappointing enough, my experience getting a hold of anyone in customer service was so frustrating. I first emailed through the website on Friday stating that UPS notified me the delivery would be late and asking what my options were...all I received in response was a form letter that said someone would follow up. No one ever did. I also attempted to reach them on the websites chat function, which repeatedly kicked me off and said my message had an error or would just say no one was online (this was during their posted customer service hours). I then spent nearly 40 minutes on hold waiting to talk to a human. When I finally did, there was no service recovery effort made or any apologize for not getting my order to me in time. They did refund my money, but I will NEVER use this service again. Dont waste your time, your money or your sanity on dealing with Rent the Runway.
I ordered online and picked up my dress from the store and it was super simple and quick. There is parking on the street as well. I will definitely come here again!
Horrible horrible customer service. Clothes are nice but they aren’t even willing to resend different size etc and no one gets back to you
I ordered a dress and accessories through their website and picked it up in store. I liked that I had the opportunity to try it on in the store and could have addressed any problems with fit right there. The reason I gave it 4 stars is because: a) I had to wait about 15 minutes to try on my dress, even though I came before the rush and b) that even with in-store pick up, I had to pay the $10 shipping fee.
This was an absolutely terrible experience. My first and only time ever using this service and I will be strongly discouraging everyone not to use Rent the Runway in the future. Despite my order being messed up, delivered late, and my return being lost in the mail, the customer service representatives made me feel like it was all my fault and I even ended up losing more money by the time my order was finally returned. I spent the past 4 weeks trying to work with the customer service to make sure my package was found. I was told conflicting information by every representative I talked to. Most importantly, I was told I would be receiving a full refund on late fees and I did not receive that. I am very upset and will do my best to save others from such a horrendous experience.
I ordered two sizes, both were way too big. I contacted support in order to get another size as promised in all of the materials and ads, and it turns out they were out of stock for the weekend. They also offered to overnight a different dress to me (none of which were on-par with the original dress)...a day and a HALF later (meaning the day OF my event) which for obvious reasons, clearly would not work.Now that I am totally screwed for the wedding that I am supposed to attend, I was just informed that not only would I not receive the entire total of my bill back, but that I wont even get my money back. I will instead get an impartial credit toward my next purchase. After this horrible experience, it is quite unlikely that I would use this service again, let alone recommend it to anyone.
The selection in store is decent, however, be ready to be treated like a 2nd class citizen by at least 50% of the staff in this store. Especially if you decide to do an express fitting room. I am in a trial month- in my 4 times at the store I have dealt with someone rude and condescending. Being a member is not cheap- the least you can do is grab the clothes out of my hand if you see Im struggling. One time I walked out of the fitting room (they were dead on this particular day). The woman as Im walking out says- hang your clothes up on the rack if you are done... Ok sure. After realizing after a few times that they dont help out with the clothes, when I went in today, I grabbed my own clothes off the rack and the fitting room girl says: um are those yours? MAKE UP YOUR MIND. Do I handle my own clothes or do you? Ive also struggled with checkout, once again on a day they were not busy and the girl standing at checkout just stares at me as Im clearly confused and having trouble. When I ask her what Im doing wrong she gave me a blank stare and said: I have no idea. I told a manager today and her response? She basically shrugged it off and said: We dont usually get that feedback. Now as I came on to write a review, seeing all the one star reviews maam.. I beg to differ.
This is a small store. The employees know little about the stock they are supposed to maintain. I came in looking for a capelet and it took me asking 3 times for them to finally say they dont have any in.
I ordered a rental dress from RTR for a black tie wedding on Saturday, scheduled to arrive Thursday. Wednesday night I received an email stating they no longer had the dress in stock but shipped me another dress. It’s Friday and I have not received a dress so I checked the shipping eta- it’s Monday.... four days after it was supposed to arrive and two days after the event. I tried calling RTR help desk and there is over a two hour waiting time to talk to anybody.So I have paid $180 for a dress that won’t arrive in time and will have to go buy a dress the day before a black tie wedding... don’t give your business with RTR.
Ordered a jumpsuit in 2 sizes. I was informed 48 hours before my event that they did not have either available. Their solution was to send me a jumpsuit that was not similar to the one I had chosen and that it would be delivered by 2 pm the day of the event. Not at all helpful and not a service I would ever recommend.
My daughter ordered a dress for homecoming. I returned the dress 1 week late not realizing the limited about of time you could keep the dress. They charged by credit card $378 for being 7 days late (yes, they included the weekend)!! Called 2x but no help. They gave me an email address to complain to. I will never order from this company again!!
Great service, efficient pickup, browse, and try-on process.
Awesome store for designer clothes 4 great prices
Genius concept... clothing is amazing, I love RTR!!
Always a great assortment of clothes and accessories, and the staff are really helpful if you need styling suggestions
Honestly will never use this company again, and will speak poorly of them to all of my friends, who I once told to use you. The first time I rented from them I had no problems. Dropped my dress off in a postal office and was not charged. This time, I rented my dress for $90, it arrived and smelled like mothballs and old detergent, not sure if it was just not washed or if their bags are just disgusting. Regardless, I wore it as it was my only option. The dress had an extremely weird fit. After everything, I dropped it in the mail when I was supposed to return it, and ended up getting charged an extra $162 for giving it to USPS instead of UPS. Give me a break. Will trash your brand to everyone I speak to. Thanks for stealing my money.
Lost return label, no problem as quoted in their FAQS. Well it is, I returned on my own with a tracking number and emailed RTR immediately with a response of no problem. Then got charged not once but twice ($100) for a late fee, although my tracking had it there on time. When corresponding with RTR they pretty much told me SOL. This is all after I️ received my package a day late and couldn’t even wear it! Horrible customer service! Never again.
This was my first Rent The Runway experience, and I was quite disappointed. I ordered 2 sizes of the same dress to ship to the Chicago store so I could try them on rather than shipping to my home. Unfortunately, both sizes I ordered were too large when I picked up and tried on at the store. If I pinned the straps together in the back I couldve made it work, but there was a large blue pen mark on the bodice of the dress. I was pretty let down as even if it fit perfectly, I wouldnt have been able to wear it due to the stain. A staff member told me she would grab other dresses for me to try on, but never asked me what event I was attending, what sort of style Im looking for or what I normally have interest in. All of the dresses she pulled were not even close to what I needed. I was shocked that I didnt get a more one-on-one experience in the dressing room. I ended up finding another dress myself in store, which worked out but definitely felt worn. It had snags, the fabric felt distressed and it wasnt up to the quality I would have expected for a designer gown. I wore it anyway as I was out of time, but I wish I wouldve just bought my own new dress. In the end, I never brought home the original dress(es) I ordered as the store took care of the exchange. Today, 4 days after I returned the dress I did wear, I received an email that I was being charged $50/day in late fees and will be blacklisted from RTR. When I called to inquire, they notified me that they were missing 1 of the 2 original dresses. I clarified that I never had these in my possession as they were left at the store since they did not work out. They said they need to contact the store and IF the store says the missing dress is there THEN they will refund me in 5 business days. This error is between the Chicago store and the main warehouse, and I should not be charged for it. I should have been refunded as soon as I called. As expected, I am extremely frustrated with my entire experience and dont plan to use RTR again. I hope to get my late fees refunded ASAP, but have not heard back yet.
Went here with two weeks left to look for a dress for a work event, it was around December. It was chaos when i was there.so when you arrive you sign in on a ipad to get a dressing room. While you want for the dressing room you browse their selections. There were workers there but they were running around the store. I was given a peraon to help me with fit and dresses, but i hardly saw him and he really didnt help pick out anything. I really wanted to love it but its not for me.
Don’t respond to emails. Dresses never showed up. Seriously SO unprofessional
I participate in the monthly unlimited service from RTR. It’s so easy having the location in Chicago. Every time I go in, the staff is welcoming, kind and helpful.
Loved this place. Would be nice if they would have larger sizes to try there
The stylists were super knowledgable and everyone was very friendly
Great experience and my dress looked gorgeous on me
This place will rip you off in any way they can. Be very careful when you place an order because they will sneak in fees. They also did not get a dress to me until two days after a very important event I had. They told me I could go into the store and the store is terrible. It is literally where dresses go to die. Everything was ripped or looked super old. Finally, when I realized they had added an extra fee, they refused to take it off my bill. Do NOT use this company.
My sister always raves about RTR. So I decided to give it a try for a wedding on 9/1. I ordered the dress to arrive on 8/31. Shipping notifications said it would arrive at my home by 8pm today (8/31). I checked the shipping and it said arrival date would be 9/4. I am quite upset to say the least. Normally I always read reviews and this one time that I didn’t, I definitely paid the price. I have seen quite a few ladies not get their dresses on time or at the time that it initially said would arrive. I have already emailed the help team so I hope I receive a FULL refund due to the error caused by RTR.
I walked in on a whim to make a return. My husband noticed a dress on a mannequin he liked. I asked for that dress and they said no dice. They said they cant rent inventory on display merchandise. Weird.... Then I preceded to ask the designer of that dress to rent online. No dice.... They said the RTR barcode was covering designer. But, they could see a P and a L. So, look online for a dress by a designer with a P and a L. What a joke! Im not mad though. I use this service for pleasure. Had I really needed this or wanted, Id be angry! Stick to online.
It is a complete waste of time to go to this store- just order online. After ordering dresses online a couple times I decided to try the full experience after getting an email for $25 off an in store appointment. The stylist was rude and was not pleased that I did not like any of the choices she picked for me and I felt rushed out of the store. On top of the experience at the store, they still sent me a dress in the mail and charged me for it after I had already walked out the same day with a dress. Advice to all, dont waste your time going to the location.
Im here almost every other day. The employees are honestly the sweetest and most patient people on the planet.
I ordered two dresses for a wedding this weekend and they never showed, they were supposed to arrive on Friday and then Saturday morning I received an emailing saying the dresses wouldn’t arrive until Monday. I realize it’s not the end of the world but I put trust in the company and it failed. We had company in town and I had to leave to go shopping for another dress. It was a HUGE disappointment and extremely frustrating. I will never order from RTR again and I have shared this experience with everyone I know, several people who were thinking of renting in the future. The customer service person I talked to was very polite and empathetic but there was no extra mile spent to try and get me the dresses on time. Overall, very very disappointed!
I purchased RTR Update for a month, but quickly realized all the clothes I wanted to order werent available through RTR Update. I called the next month to cancel (the only way you can cancel unfortunately) and noticed their customer service was only open M-F during business hours. Not ideal considering their supposed customer-centric approach. I sat on hold while at work for 45 minutes before getting connected to a call representative. Id rent from them again because I love their dresses, but would NEVER use RTR Update or any of their other monthly subscriptions again. Terrible customer experience
Alot of nice clothing items arent unique but they are rare and prices can be costly but they are fair service is professional !!
Very overwhelming to be there. Loud. Felt rushed. I felt more like second rank compared to the walk-in people even though I paid for a private appointment. The stylist kept pulling dresses for me that werent even close to my size which just means that the particular dress pulled ended up staying on the hanger or a failed attempt at trying to put it even over my shoulders. And honestly, Im surprised that the stylist did not even look at my favorites prior to my appointment, but instead had me pull them up myself but constantly reminded me to be conscious of the time. This store would be good for a size 0 because then you would never be frustrated with the limited size options. I understand now that the selection rotates and the dresses I have favorited a month previous will not all be there, but I assumed at least one would be.
Their place was really nice the staff was really helpful really nice I didnt had not one problem I will definitely rent from here again👍🏽
Dress smelled like B.O. 😩
Good option for renting high end outfits. Wife loves this place.
RTR has been very disappointing lately. They messed up our wedding order that was placed months in advance and now they are unable to fulfill our most recent order. We have cancelled our unlimited membership and I dont see us using it again.
To say I am disappointed with Rent the Runway and their customer service is an understatement. I scheduled two dressed to arrive on December 4th by 8:00pm. 8pm on the 4th came and went and I began to worry. I was due to fly to Miami, FL for an important, annual business trip with two events on the morning of the 5th. I tried reaching out to customer service at 8:55pm on the 4th, no one responded to chats, emails or my phone calls, even though their customer service is supposed to be available until 9:00pm. The next morning I continued calling. Customer service put me on hold for 45 minutes. When I finally got thru, they assured me they would call me back immediately after calling Fedex to see what the issue was. I waited over an hour. No one called me back. I had to leave for the airport. I called customer service back again en route, after being on hold for another 30 minutes, I finally spoke to a women who seemed like shed be able to help me. She assured me that RTR would be able to overnight me two dresses to Miami Florida. She would send me and email and I could respond with a list of dresses and sizes and shed take care of it all. She did send me an email and I scrambled to find 7 dresses as options for her to ship two of them overnight. I sent this email at 10:37am on December 5th. I kept refreshing my browser until my flight took off at 11:30am, assuring myself she would respond by the time I landed in Florida. To my dismay, when I landed I had no email back from her. I called RTRs customer service for the third time, was put on hold again for another 20 minutes. When I finally got to speak to someone, they claimed they never received my email. I have to assume this person was lying. I have written proof of receipt of the email I sent. I simply replied to the email she sent. She said she would be able to put in my new dress order over the phone. I read to her all 7 dress options, none of which were in stock. I was so upset and disappointed at this point. I felt hopeless and asked for a refund.I had been looking forward to this trip and wearing these gowns for months. I booked these items very far in advance. I bought shoes, jewelry and purses to match. I spent money to accessorize these gowns. I understand that mistakes happen with Fedex, etc. But the fact that this mistake was not able to be fixed immediately after speaking with the first customer service person on the morning of the 5th is unbelievable. I had to purchase two gowns when I arrived in Florida to make up for Rent the Runways mistake. I ended up spending an additional $300 that I would have never spent if RTR didnt make this mistake.I have been using RTR for years and have always spoken so highly of your services. I would have been a lifelong user of RTR, but this experience has been so incredibly infuriating I am not sure I feel comfortable ever using it again.
I am addicted to finding the perfect dress for every occasion without the price tag.
While I wouldnt say this store has the largest selection (youll find way way more online, obviously), I wanted to share a great experience I just had yesterday. I had to cancel an online order, because of a tragic and sudden death in the family. Plans for an upcoming wedding changed, and with hectic, last minute travel plans to a funeral and scrambling to also still get to the wedding, I still needed something to wear. They normally allow you to try on only 5 dresses (I think), but when I told the manager my story, he first hugged me, then must have explained my situation to the girl who helped me. She pulled dresses for me, and I brought a bunch in. I found a great one, but it wasnt available for this weekend. Somehow, they did some magic on the computer, and I walked out of the store with it (and she found me great earrings to go with it.) Just wanted to say thank you.
My 1st time and I loved it!! I found the perfect dress
I tried the unlimited service for work clothes. The smell of the clothes coupled with the worn out quality made it a non-starter for me.
Only giving one because I have to. I STRONGLY ADIVSE NOT TO USE THIS COMPANY!!!!!This company has THE WORST customer support...ever. I did a 4 day rental over the weekend and made sure I returned my items the morning it was due back before work. Few days later I revive an email saying I have been charged a late fee for my item being late a day. I thought this cant be right seeing as how I returned it on the correct date! I checked my account and the charged me a late fee twice. I thin attempted to contact them and the number they provided sounded like a fax number. So then I send an email and try to chat with support. This is where it gets worse. I tried to chat once and weighed about 30min (this is love chat) for no one to respond and then go off line. Now Im livid. I look to see when they close and sure enough not for a while hour. So I try again and again and finally they are back online and o get a response. However the supporter made things worse by lying. She told that there is nothing she can do and that I need to waitb1-2 days for an email response. When I said that is not okay seeing as how they are taking money now she then lies and says that she was just advised by a manager that I will be getting a call first thing in the morning. And then lied and said I was actually email an hour before when I hadnt even sent in an email yet an hour before. When o asked what manager she wad speaking with and for the name of the person that would be calling me she said she couldnt tell me that and I need to refer to the email. To top all of that off she end the Chat abruptly not giving me a chance to respond. Her name was Deandra and she was terrible at everything. I will NEVER use this company and I STRONGLY advise everyone against ever using them.
Helpful staff and awesome dresses! Thanks so much!
I scheduled an appointment in January to try on dresses to be the MOH in a wedding. Despite filling out a survey ahead of time, the person helping me had none of my info when I arrived. I found a dress I liked and was told I needed to order a size 6 in the dress I selected.A month after the appointment, I read other customers reviews and changed my order to a size 4 with a size 2 backup. The dresses arrived two days before my best friends wedding in April. They were too big (I had not lost weight since being told I should order a 6) so I opted to pay for a back-up dress to be shipped at my expense. I called RTR per the instructions, was told a 0 was available/it would arrive on the wedding day and that I needed to ship BOTH the 4 and 2 back within 24 hours. This seemed unnecessarily risky so I asked to the 4 back immediately and keep the 2 just in case. I was told that was fine.THANK GOODNESS I kept the 2! After getting an ORDER CONFIRMATION email that the 0 was on its way, I received a text notification from RTR the next day, while I was at the wedding rehearsal, saying the 0 was no longer available and I should pick another dress. I did not respond because I had myriad other responsibilities and was unwilling to add this to the brides plate the day before her wedding.I wore the 2 on the wedding day. While out taking pre-ceremony pictures with the wedding party, my husband texts me to say a package arrived at the hotel from RTR. I have him rush over to the wedding site so I can change dresses only to discover that I have been sent three totally random dresses that are NOT THE SAME COLOR as my bridesmaid dress. All that did was add work and confusion.
I highly suggest you tread lightly with Rent the Runway.I was charged $2400 in late fees for dresses that I didnt even know were late- I handed over dresses on the correct return date, but the mail room failed to ship them out.Regardless of where the fine print places liability, there are some HUGE failings on Rent the Runways part that are dangerous to customers.1. In the 37 days between the expected return date and when I got a voicemail from the Collections Department, I received zero communication that there was even an issue. No email, no call, nothing on my online RTR account, no letters saying that the package never made it back to them.2. When I received the invoice to forward to the hotel that mishandled the package, a line item on the document said that RTR already charged $650 of the fee to my credit card. I never got a notification about this nor was it mentioned in the email that had the attached invoice.3. I was not able to get a collections representative on the phone for two weeks to walk through the details of this issue. Over email I got a maximum of two sentence responses that obviously skirted any sort of detail (i.e the $650 charge to my card.)If the issue at hand was getting their inventory back, why did I not receive a single notification in nearly 40 days? $2400 for a month of missing dresses is much, much more than they would have made renting those dresses back out to other customers (rough math tells me it is over 4x what they would have made renting them out again.)Rent the Runway has proven that their contracts are predatory to the customer, their customer service is slippery, and that they clearly benefit from these types of fees.
Great friendly services.
Had a great customer service experience with two girls who were extremely helpful. Thank you for your help Tracy and Deandra!!
Great customer service-unfortunately, didnt have what I was looking for
I placed an order for my best friends wedding in February. The wedding was scheduled in Costa Rica for June 9th, 2018. Joanna Stangreciak was our coordinator & she was very professional, pleasant & accommodating. She encouraged the wedding party to order the dresses early to ensure that we received the dresses in the appropriate sizes for the wedding. I took her advice and ordered the dress 4 months in advance. I ordered a size 14 Long (back up) & a 16 Long. I stressed that I needed Long since Im almost 6 feet tall. I received the dress 2 days prior to flying the Costa Rica around 6:30 p.m. (June 5th). Not only did I receive the wrong size, but I also received a random burgundy jumpsuit. The dress was the correct style dress, but in a size 14 REGULAR. The burgundy jumpsuit was a small. I have NO IDEA how this ended up in my package. I was livid that I wasnt able to participate nor wear this dress for her wedding & so was the bride! This was handled carelessly! I dont know whose fault this was, but this was a costly mistake. Your employees need to learn how to proof read the invoice & match up what is actually going in the bag! I immediately emailed Joanna who was out of the office & on vacation at the time. She was able to check her email & assured me that she would forward my message to her managers & someone would give me a call. Today is June 14th & no one has called me. Later that afternoon, I called the customer service line & verified my purchase. This woman told me what I ordered & was extremely unapologetic. She just told me she would refund the money spent for the rental & that was all she could do. Refunding the money was not of importance. I felt that someone should have searched to see if the dress was in their inventory, then shipped the dress to Costa Rica. The rude customer service rep told me they do not ship internationally. I asked for a manager & she placed me on hold 10 minutes, then told me her manager will call me back. No one returned my call. I WOULD NEVER RENT FROM THIS PLACE AGAIN & I WOULD FOREWARN ANYONE TRYING TO RENT FROM THIS PLACE, NOT TO RENT. THIS SITUATION WAS HANDLED UNPROFESSIONAL & WAS JUST PURE CARELESSNESS. THE MEMORY FROM MY BEST FRIENDS WEDDING IS TAINTED ALL BECAUSE WE TRUSTED RENT THE RUNWAY TO GIVE US WHAT WE ORDERED 4 MONTHS IN ADVANCE! THIS IS UNFORGIVABLE & UNACCEPTABLE!
The fact that there is no phone number to directly contact the store is incredibly frustrating. Not being able to reach a staff member when the offices are closed (according to the message that played when I tried to call the number listed) makes having questions answered impossible. Not great from a customer service standpoint.
I would give 0 stars if an options:I ordered a dress from RTR to arrive yesterday by 8pm. Because it was my first time using RTR, I used a promo code that got me a backup size AND an additional style for free. At 5pm yesterday my dress was still in memphis, I live in chicago. I called and was given 2 options: 1. go to the rent the runway store here in chicago or 2. Have my order overnighted to arrive by 1pm today. Since going to the store meant i would have to pay for a cab each way (and i was not offered a credit for this expense when I asked), spend my morning trying on dresses. I choose to have it overnighted and was told it wouldnt be a problem. With the storms in the east coast, I figured all Chicago orders would be delayed meaning the store would be packed with girls scrambling to find dresses for tonight and the selection would be extremely limited.At noon today, I tracked my shipment and it was in Memphis, again. My original shipment had been recalled to sender. I do not understand why RTR would recall the original package and then ship the new one the same way! Maybe the original one would have made it here in time for my event tonight. Now instead of having 3 dress options, I have zero.I called the RTR customer service line to get a refund and the system said the wait time was 10 minutes. I hung up after 32 minutes of waiting. Then I went on RTR website to chat with someone via messenger, I started to write my message and was about to hit send when the page reloaded to tell me all reps were offline.Not only will i have no options for tonight but i wasted this promo code and now have to scramble for another options. I do not understand why they would guarantee the overnight shipment would reach me and then reship the same way as the first and expect it to arrive on time.Terrible customer service.
The absolute worst company ever. I have been a pro member of RTR since it dirst debuted. Loved it! The customer service has gone down hill at a rapid rate. Didnt recieve my dress i needed for an event and when i called about it, didnt even get an apology. Just ok well refund you. Didnt see a refund on my acct so used the chat function. They could CARE less about your membership or customer service. I asked to cancel my pro membership and they didnt ask if there was anything they could do. Just GLADLY WILL CANCEL YOUR MEMBERSHIP . Will never use again. Edited to add: i did reach out to the help depArtment per my review and they did nothing to keep my business so keep your fake im sorry!
If you rent from RTR here’s what’s going to happen...You will have a fancy schmancy office holiday party to go to with your new firm. It will be important to make a great impression and you will be incredibly pressed for time. So, you’ll finally take a chance and submit to the infinite number of emails you’ve been getting for RTR. You’ll find something you love and something you kinda love as a backup. A still small voice in your head will say you should really do some local shopping just in case but you won’t because you were able to choose backup sizes from RTR so what could possibly go wrong???You will get home at 7:45pm open your rentals the night before your party and realize NOTHING FITS!!! If you’re lucky, you’ll go to a local RTR shop in hopes of making an exchange so all will not be lost. You’ll go to the wrong destination because you accidentally put “S” instead of “N” in your gps; a mistake you won’t realize until after you pay for parking. When you finally arrive at RTR you’ll pay for parking again, walk in and be assigned a stylist who will quickly tell you that the dress you see and love on the rack is unavailable even though we’re all here standing together because someone from internet land has ordered it and it will be going away...soonish??? You’ll overhear many other customers have the same experience and a few will leave with nothing because who wants to keep playing that game??You will persevere because you’re desperate. Your stylist will pull options that are not your size (even though you did share that info with her) and she’ll pull things that are absolutely appropriate if you’re 65 and the mother of the bride. Essentially your stylist will be of no help to you despite being pretty and nice. You’ll spend 90 minutes willing anything to work. ANYTHING! And then finally remind yourself that it would be better to wear something from home that isn’t entirely cocktail-y and doesn’t make you feel special at all because at least it will fit and you have no more time. As you admit defeat you’ll ask to just return the items that didn’t work and you’ll be hit with the news that you’ll be receiving a store credit. No refund. A store credit at the place where you found nothing from the casual or formal sides of the store in your size and/or style. That store credit will also be less the cost of shipping, taxes and insurance even though you paid an additionally fee for the unlimited free shipping and no insurance add-on. When you express surprise the store manager will let you know how much money the company loses every time an item is rented because it is then unavailable to all the other people of internet land and of course this is exactly the type of j formation you’ll need to hear most at that moment. You’ll be out at least $20 and will still have nothing to show for any of it. You’ll go home to a frozen dinner because your life is a series of unfortunate events.
The Chicago store is fine. This is for RTR as a whole company. I have been a RTR Pro member and avid user for at least 3 years now. It used to be great, now its terrible. Their entire business is built on the premise of delivering clothing for important special occasions and when they repeatedly fail to meet that expectation, it renders their company useless. My (and friends!) past few rentals have not arrived on time and when you call customer service when you find this out the day before your event, they are rude and basically dont care. Theyll offer you an option to pick out a new dress, but since its so last minute, all of the remaining available dresses in your size are picked over and hideous. When you place an order for a dress at least a month in advance, you expect it to be there. They claim renting is stress-free. Ha! It has been nothing but stressful. My most recent fiasco involved them canceling my (bridesmaid) dress and having it returned back to them when it was en route to me. WHO DOES THAT? All I did was call to see why my dress was delayed and see what my options are. Next thing I knew it was marked return to sender which is apparently irreversible. Now there was absolutely not even a chance that my dress would get to me on time since they stupidly cancelled it! They have cute dresses and its a great concept, but if you want to be certain you have something to wear for an important day, just buy a dress because you cant trust RTR.
Always crowded and limited selection. Some stylists are great while others have quite the attitude
Great from dropping of your Unlimited rentals and picking new faster
Awesome place to get a dress for special occasions!
