Ordered a dress for a wedding four months in advance. One week before the event, they said that the dress was not returned in time by the previous renter, so I had to pick another dress. Not a huge deal.I made my new selection within the given timeframe. Dress was supposed to arrive on a Friday. It did not arrive. Had to wear something in my closet that was not appropriate for the event. When the dress finally arrived on the following Monday, I had to return it to FedEx the same day.Here’s the worst part, they still haven’t refunded my money. Over a month ago, I returned the dress to FedEx, and it still hasn’t arrived back at RTR. I have the tracking info. It’s been in transit for over a month, and they won’t give me a refund until they receive it.Obviously the problem here is with their transit service. Something is very wrong. I should have been given my refund (at the VERY least) immediately after it was scanned into FedEx. I won’t ever use this service again or recommend it. Such a disappointment.

I had an extremely abysmal experience with this location. The Rent the Runway website indicated that I could pick up at the flagship store on Saturday, as per the screenshot specifying Monday-Saturday pickup. The website let me make an order for pickup from the store on Saturday. I ordered weeks in advance, so they had plenty of time to let me know if this was an issue. I even called the store the day before I was supposed to pick it up to confirm the hours and make sure pickup on Saturday was still available, and they confirmed that it was.Despite all of this, when I got to the store to pick up my order on Saturday, it was completely empty. When I called them, they said the store stopped doing Saturday pickup and simply never updated the website. The only solution they offered was a refund, leaving me without a dress for my event.I cannot recommend this store, as it is simply a dice roll on whether or not it will be open at all, even with verbal confirmation.

I am thier member since 2017- and now they change for the same amount of money only 2 shipping per month instead of unlimited like it used to. At this point it’s not worth it and I will be canceling… so sad

I recommend using nuuly instead for a monthly rental program. I found RTRs selection to be extremely limited and over priced vs other options on the market. Additionally, the customer service team fell very short when addressing an issue. Overall, beyond disappointing. Will not be using this company again for rentals of any kind.

Revolving closet is the future of fashion. I can’t even remember the last time I purchased something brand new off the rack at a store. My threshold for purchasing some thing is so much higher now, I really have to love it and can’t live without it. More often I find myself purchasing things I’ve rented, and worn, and love, and can’t return. Otherwise I am coming in with fresh fashions every day of the week. I am always dressed to the nines for every client meeting or pitch and I firmly believe that when you look great, you feel great! Rent the runway helps me work it from the outside in, and I don’t know what I’d do if they ever went away!

The area to try in clothes is still shut down from covid, but dropping off items was quick and easy!

Selection used to be SO much better. They dont have any nice designer stuff anymore- the nicest brands youll find is Madewell. Also, I thought I cancelled but realized I didnt and paid for RTR all summer and they wouldnt refund me or give me a credit (probably because they have no customers anymore.) Id use another rental service instead.

Came here for personal stylist appointment and the lady was super friendly and met my needs. Went beyond expectations as my appointment went overtime so the stylist had to pass me to her manager to wrap up.The team was patient and explained to me how things worked and how I can get what I need in time. Highly recommended!

I’ve had terrible customer service experiences with RTR on numerous occasions even though I want to love what they do. It’s amazing if they could just get customer service down.

You can only drop off items, no longer a store you can grab anything same day

2 years agoNice layout with many fitting rooms. Easy to get in and out in under half an hour. The trick is to sign up for a fitting room once you walk in and then proceed to browse the racks. That way, your room is ready once you get your items picked out.They obviously have a more limited stock and sizing availability than online, but its great if you are unlimited customer and want to rent something immediately without waiting for shipping. Who doesnt want instant gratification?

Creative concept but rather little variety in this outlet.

I have an unlimited monthly membership so love coming to try on new items to rent every week. Sometimes it’s slim pickings and they are often out of my size but if I see something I like, I just order it online from my app and it ships to me the next day.

Update your website - location not open to browse

Clean, bright store with clear instructions and friendly staff.

Everyones always friendly, the store was clean and bright

I have always loved Rent the Runway for a special occasion but being able to go in store has really been such a lifesaver on so many occasions. I’ve been able to grab a last minute dress for a wedding, switch out something I didn’t love right before an event, last minute Halloween costume, last minute NYE dress, (notice a theme?) If you’re last minute like me or something goes wrong last minute, last minute invite to France for the weekend....the in store team has you covered. Oh and same day delivery to the store is so good!

Im always pleased when i rent gowns for events from them. I have never recieved a dirty gown yet. They always ship the dresses to me on time. You never have to pay shipping to send it back since its already prepaid. Store is very accessible by train or bus. They have great events hosted here for loyal customers. I highly recommend them. I prefer to order online and when ordering make sure to look at the photos of other customers with dress on to decide perfect size for you.

I absolutely love this location! The staff is always so friendly and helpful. Although I dont often rent the clothes they have in the physical location due to the lack of my size... they still have so many beautiful options in case youre on a serious time crunch and cannot wait for a delivered order 😊

The go-to place for last-minute outfits (outside of my subscription) and they are always friendly stocked and ready to glam me up 💓

The selection of clothing is getting worse and worse because no one wants to partner with them. What’s left to pick from are advant-gard unflattering styles or the most basic items of clothing you probably already own. Plus a million formal dresses no one is wearing in 2020 or for half of 2021.Please read about their unethical practices. This company should not be supported. They make cancelling your membership now extremely difficult. I emailed requesting to cancel my membership and instead they paused me for a month. If I had not checked they would have continuously charged me.

I just started unlimited. Overall rent the runway provides a great experience. The store is clean and easy to navigate. I love that you can scan your rent the runway stuff and it’s almost immediately processed. I think their website has much better stuff then in their store but it’s perfect if you need something ASAP.

I had such high hopes for this place because I’ve always wanted to try the website, but I’m the type of person (read: short and curvy) who needs to try things on. I found the available sizes to be very limited, as well as the selection in general. I was looking for something to wear to a black tie optional wedding and found nothing in my size within those parameters.

My wedding dress was cancelled two days before the wedding because the previous renter did not return it in time. Totally unacceptable to guarantee my size at a specific time with no disclaimer that it actually may not arrive at all. There were no last minute dresses available suitable for a bride. Had to scramble to buy a last minute dress from another company. Do not use this company for your wedding! Your dress may not come!!

The store closed and it’s just a warehouse now. No rentals available. Staff was not very helpful and rude

Stopped by really impressive what they have to offer. As well as great restaurants near by, clothing shops and even bake stylists (bumble and bumble. Highly recommended going if you havent already..

I love love love obsessed with rent the runway for renting clothes.

They lost a dress I rented 1 day before an event. Wont be using this service anymore. Not worth the stressThey did refund the total cost of rental (they first offered to find a replacement but the dressing room attendant said she was too busy to find a new dress since she was by herself and I had to get back to work)Update- forgot to mention that the girl at the first desk was lovely and tried to help find a solution.The order number is #23851066

Wedding Ceremony on Friday, ordered the dress on Monday to get it delivered on Wednesday. The delivery didnt even come after all and yet the dress was left to pick up from a random food store (based on the address left from the tracking info on the website). I know for sure it wasnt delivered because I took a day off and was home all day and got other items delivered. On top of that, there was a charge for an insurance which wasnt explained by the cashier at the time of payment. Great store and great items to rent, but those working for that store/company: I cant really recommend this to my friends.

My wife recently became a member. She loves the service, the app and the speed of delivery. We went to the store as one of the dress she got was not ruined after washing (a white dress with a black mark). The store is always packed and you only have few minutes in the meeting rooms, after that you get kicked out.We love the concept and the business, the store could use some love.

I was concerned that my experience was not going to be great based on reading other reviews. It ended up being wonderful. I was greeted at the door immediately by a smiling associate who helped me get signed up for a dressing room right away . I was able walk around and gather what I wanted to try on while I waited a mere 15 minutes before a room was available. You are notified by text (so easy )The store is laid very well and it is very easy to shop .Everything went very smoothly and was out of there within an hour . All interactions with the associates working were both positive and friendly.Definitely will be back . Can’t wait to wear my dress !

I love the app and the store! Sometimes I my work requires me to dress up for events. The rental system of high designer clothing has been a heaven sent as I can always look great for work events. Im not wasting money on clothing I would only wear once or twice. Everytime I have a question or need help, the staff has been more than helpful!

I love this place! They are super quick and efficient; returning is super easy and organized. Items are quickly restocked and delivered on time.

If I could give zero stars, I would. I’m horrified by the customer service. I’ve been trying to talk to someone since I placed my order on Saturday. I have sent email after email, callafter call. I just called and the wait time is 3 hours. I want a refund. Maybe this review will get someone’s attention. Doubtful.

Just started unlimited membership and have only encountered shipping frustrations thus far. It would be helpful to know that deliveries are not made if you are not available and there is no secure location. Totally understandable, just wish this was more clear so that I could have made other arrangements. When I contacted customer service, the representative was very nice and we agreed to have the delivery rerouted to the flagship store, as I would be in Manhattan and could pickup. I was told it would be ready for pickup the next day. So I went the next day a few hours before closing and was told that it had not arrived and they couldn’t track it. I was then told that rerouting puts a delay on the delivery and it was unclear when it would arrive. I do not live in Manhattan and now will need to wait until I can make it back in when it actually arrives. Unless I reroute yet again. I thought this was supposed to be convenient?If only I had known all these details, I would not have gone out of my way to try to make this work. I’m really hoping it gets better from here and now that I’ve learned the intricacies of RTR shipping the hard way, I plan to not waste anymore time.

Oh my- this wasn’t good. Lovely space and Staff was nice and helped me into an outfit but it was a very limited selection- mostly larger sizes. Unfortunately the staff member didn’t pack the pencil skirt I rented in the blue bag with other items so when I got back to the hotel I didn’t have a skirt to wear to my work dinner. Now I get to spend time on the phone tracking down the skirt. So great idea, poor execution.

RTR has great customer service!! They respond quickly with the right, helpful information. Looking forward to using their services again!

“Buyer Beware” of Rent The Runway —— I rented 4 dresses for an event 6 months ago. None of the items worked for me because of the state of the clothing (worn, faded, stained). I returned all items in the garment bag promptly and asked for a ups receipt. I called your customer service and canceled my subscription that same week in May 2019. Later that week I checked the ups tracking confirming the bag made it back to your warehouse. I never received a single email or phone call regarding missing items. January 2020 I receive $700 in charges for missing items that ups confirmed it delivered. This is complete bogus and a waste of time and energy. How is it that no one notifies me of these missing items and I’m charged an egregious amount of money for used clothing half a year later?

I absolutely love Rent the Runway, but this storefront is three stars for the brand, compared to their stores in SF and Chicago. Super crowded (that’s to be expected), but the selection is usually not synced up with the weather (tons of sweaters all September during a hear wave, then short sleeve blouses when it finally gets cold) and is not laid out intuitively. Also the fitting room system is confusing - you sign up for a room at the door, then they text you when it’s ready, but usually that’s way before or after when I’m ready to try things on. On the plus side, the staff are very nice. Save time and order online - delivery is 24 hours in Manhattan.

Not a ton of selection, the configuration of the place was a little confusing. The wait for a dressing room can be long so it can be helpful to sign up for one as soon as you get there.

(Edited Feb 2, 2020) About a month ago, I walked into this store a bit skeptical of the Rent the Runway concept, but when I saw what they had to offer that I could immediately bring home with me, I signed up right away. Thanks for making it fun to wear a different dress to work everyday!

Depending on what time you go will determine the experience you will have. It really is hit or miss between an awful cluster and a fun stop in to pick out an outfit. The staff has gotten noticeable nicer and more helpful over the past few months, but would love more selection and sizes!

I have been a loyal unlimited customer for two years. The past two order I have placed have not arrived. Despite numerous emails and phone calls my order has not shipped. I’m not sure if you are going bankrupt or closing but this is unacceptable. Your chat feature is off, the wait time on the phone is 4 hours. Respond to your customers.

First time rent the runway-er and decided it was time to see what this is all about. Well worth the $45 appointment fee. Shopping for a wedding and had a wonderful experience in the store. First the store is clean, bright and from my opinion well organized by color. They also have a basement with some other stock/sizes, so if you dont see what you are looking for just ask. Found 2 dresses, all my accessories and was done within the 45 minute time slot. Going in, I was very nervous they wouldnt have many options that would fit or look good, but Gigi my stylist had 8 dresses already pulled and waiting when I arrived. My appointment started on time. Ive read the reviews below and it sounds like many of the people with issues did not have an appointment. I STRONGLY suggest having an appointment. Gigi was amazing, helpful, honest, overall a great experience. I would definitely recommend going to the store if you are unsure about what size you are. I ended up being 3 different sizes in dresses.

Good for returns, but didnt feel like there was a large selection. Perhaps because Im spoiled by the endless choices on their website.Very easy to navigate and extremely quick if you can figure out what you want to do fast.

Love rent the runway, especially that they give you that third dress in a different style for free, because thats the one I ended up using. And dropping it off was super easy for me because I didnt want to figure out where to find a ups. I am definitely going to go to the boutique in person next time I want to rent a dress.

Its my first time trying a dress from Rent the Runway but I will definitely do it again.I recommend one size bigger than your regular size.

I rented wedding earrings from Rent the Runway - what an awful mistake. They arrived on Thursday for my Saturday wedding - but instead of the classy crystal chandelier earrings from Ben Amun I had ordered, they had sent me horrific PINK monstrosities that looked like giant snowmen. After I spent an HOUR waiting on the phone to speak to someone in customer service, they told me that they were returned damaged and couldnt be sent out (and despite the fact they had a pair they were selling they wouldnt send me those). They then informed me there wouldnt be enough time to receive another pair. Please do not use this service if you care at all about the event you are attending - you will most likely be disappointed and without a backup plan in place.

Do not come here expecting friendly service or helpful Employees. Very poor customer service. I came in to exchange a dress that was mailed to me that did not fit. The woman in the fitting room was neither kind nor helpful. She basically made me feel like I was annoying her by asking her to check sizes for an event that I had to attend tonight. The woman at the register was new and in training, so I do not fault her for having difficulties with the system. But I stood at the check out desk for more than twenty minutes before a more senior staff member came to help. When someone finally came to help, they did not even acknowledged me. Super frustrating.

Do not Rent the Runway. The clothes and quick delivery have been fantastic. However, there practices are deceitful and not honest. I decided to upgrade the amount of spots from 4 to 8 for a limited time. I emailed and called Rent the Runway and it was explained that I could cancel the additional spots at any time and they would prorate my credit card for any unused days within the month. I called and emailed Rent the Runway numerous times asking to cancel my 4 additional spots and no one got back to me. Finally now that they have gotten back to me and charged my credit card in full for the month they are refusing to prorate me. Not a happy customer.

The selection of clothes is MUCH better online. I would not recommend coming to the store to pick anything out for an actual rental, but its great for pickups and returns.

A fantastic investment for people looking to switch up their wardrobe often and not spend hundreds of dollars on items they will only wear once or twice. This location has a large selection of everyday and formal wear as well as accessories. The check-in process is easy. Tip: for shorter dressing room wait times try to shop during the middle of the day.

I went on a Sunday. The personal assistants wereWonderful. I went in for sizing a dress and they found the designer so I could compare. I’m happy I did because I needed a size up. They were very attentive and hard working. And they helped me change a dress order and sizing. I was also worried about the length. I’m 5’ 4”. With a long gown. And the reviews about sizing and length were very helpful. Thank you ladies!!

Excellent service. I did a walk-in, looking for a formal gown that I needed for an event that same day. Despite the time crunch, the stylists were very attentive to my likes/dislikes and managed to find me a flattering and appropriate dress for my event. The return process is very easy as well. I would definitely shop here again.

Just left with a jumpsuit and had a great experience just like the first time. Everyone was so nice and pleasant. I trust in everyone who works here, they listen and deliver greatness. You just have to be patient, you arent the only customer they are assisting so everyone needs to chill and take that into consideration instead of complaining.

The staff here were amazing!! Even though the store was fairly busy, I had two people helping me and they were both very accommodating and sweet even though I was just a walk-in. My trip to the store was quick and painless. Shopping for formal events is stressful, so I really appreciate my trip to RTR didn’t add to that stress.

It seems as though negative experiences ARE TYPICAL of this particular Rent the Runway store. There is no system in place for greeting customers or explaining how the store works ex. the dressing room situation. The membership is a scam (see other reviews).Upon a recent visit, it is clear that the staff is incredibly rude and unprofessional. The idea of the store is better than it is actually executed. This location needs to be thoroughly evaluated by the company. Disgraceful.

I paid subscription and order clothes for a vacation. I was very excited with this new way of getting dressed and expecting to change all my wardrobe to RTR but the clothes never came, they were unable to track the package, I lost almost two hours and I am traveling in a few hours with nothing as I was counting on this.....sad experience my order was #24879662

Nice layout with many fitting rooms. Easy to get in and out in under half an hour. The trick is to sign up for a fitting room once you walk in and then proceed to browse the racks. That way, your room is ready once you get your items picked out.They obviously have a more limited stock and sizing availability than online, but its great if you are unlimited customer and want to rent something immediately without waiting for shipping. Who doesnt want instant gratification?

Had a great experience in the dressing room with Lexi in the RTR NYC flagship store. She was kind and patient working her butt off, helping l3 people at once! She made suggestions and was super helpful! Definitely renting because of her help!

I loved the dress. Fortunately I was able to squeeze into the size four because the size six that came had a stain down the front. I would have been more comfortable in the six. I was left with no other options for the event but to wear the smaller size as my other backup gown was too small in the bust. I was surprised that customer service only offered me initially a 25% refund and 20% off of a future gown. This was my first time using RTR and it has not inspired confidence that this will not happen again. As I said, had I not been able to squeeze into the 4, I would have been left with no other option but to buy a dress last minute. Its completely unacceptable to have an oversight of this magnitude as the stain was very obvious. Women are relying on two size options. They ended up refunding 30% which I thought was still pretty measly compensation when I could have looked and felt my best in the size 6 but failed to due to their error. I was uncomfortable the ENTIRE night. I was told the only way I would get a full refund was if I did not wear one of the dresses and shipped the order back that same day of the event!Who has time for that? If I went that route, there would have been no compensation for the inconvenience, just my money back. In my opinion, they should have said we are so sorry for this error, wear the dress on us this time.The dress itself gets an A+. Rent the runway, your customer service was very disappointing and you are unreliable.

Great experience at this store!First dress did not fit, but Shannon pulled me a gorgeous dress which I wore for the gala I was attending that nice.Staff is super helpful and sweet!I will be using RTR again, for sure. Process is super easy to return as well.

I love RTR. The unlimited package is a great way to stay on trend and sustainably switch out your wardrobe. It’s great to go into the store, find a few things that are cute, and try them.In terms of understanding your purchase and how the store works (checkout, iPad to check in to rooms) there needs to be either a greeter explaining everything, a large poster, or a small quarter card. By explaining the concept early on, customers will definitely be more likely to purchase because they understand the benefits of what they’re buying.

I placed in order in September and never received the order. Charged $200 and no reply. Tried phone, email, DM. Nothing. How is this ok? Shouldn’t this be flagged as fraud? Where is the BBB and FTC? Shame on you.

I was a bit disappointed with the selection they had in store. They have so much more available on the website. However, getting to try things on right then and there is unbeatable. The staff was helpful and you can make an appointment to have items tailored to your style or event. Ultimately I was able to find the perfect dress to wear to an event I had that evening and return it just a few days later.

Great selection of all sizes and occasions. Went last week to try on a few dresses for some upcoming parties and found one I love. Just picked it up for the weekend! Its great not to have to by a new dress for every big event!

Convenient to drop off rentals so you dont have to wait for your shipment to get there and then be shipped to you. So it saves you about 2 days of waiting. The store is constantly turned over w new inventory. Unfortunately most of it I dont like. Ive only walked out w items once and Ive had a membership for a month.

My mom and best friend and I had a magical day in the city going to our booked appointment. Although my dresses from my list werent pre-pulled Gloria was very knowledgeable about styling the dresses and grabbing the perfect ones. It was a really fun experience and I got such a good deal that they were having of rent one get two free. I would definitely go back for my next rental; it was such a fun day in the city.

The return is so easy at this location. Even with lines you can get it done pretty quickly.

Had an issue with my order. They did everything to make it right. I opted to go to the city to try gowns on. I was expecting the worst from the reviews and was pleasantly surprised. EVERYONE was helpful and attentive. You walk in and enter name in app for dressing room. Then go through racks until you get a text stating dressing room is ready. That was it. Found a gown for the wedding with professional opinions. Definitely recommend.

It is so hard to find a dress that you will wear once, because lets be honest most women dont wear the same dress twice. My first time renting from rent the runway. Service was great, fast and easy. You can find a dress for every occasion and order a back up dress or back up size. You can order online or go to their store30 W 15th St, New York, NY 10011. All you have to do is set an appointment online and pay $30.

Super easy for drop offs and shipping right to the store. Gets really crowded in the morning from 8-9am with the before work rush. The store’s selection is hit or miss but you can order same day delivery there through the app!

The new store is absolutely gorgeous and they have so many more dresses than they had previously. I would highly recommend to anyone looking for a dress to check it out - just be warned that weekends are busy... best to stop by during the week!

I’ve been using RTR For years and I’m a fiercely loyal member of their unlimited program. I also work directly above the store, which makes pickups and returns very convenient.I’m in the store about 2 to 3 times a week, and the staff there always greets me by name with a warm and welcoming smile and hello. The waiting room can have a bit of a wait, but there’s plenty of browsing to do when you wait.My tips for this store are as follows:-Be patient - you’re not the only one with an important event to go to.-Be open to suggestions - I’ve had a stylist recommend a dress I would have never picked for myself, and then loved it!-Be polite- you’ll get what you give folks.

I wish I could give ZERO stars.I was supposed to receive a dress on Friday to attend a wedding on Saturday. On Thursday night, at 9 PM, I receive an email from one of the stylists saying that my dress was not available for shipping and that he has selected another one for me, as if he gets to decide what I rent with MY money. In his email he requests immediate response from me so he can take care of it right away. I reply to this email less than 10 minutes after telling him I dont like the dress. I ended up I sending a total of three emails in the span of two hours, with the last one specifying that I did not want this replacement dress to be shipped and wanted a refund. I did this only to wake up this morning to find out that they did in fact ship this dress, which leaves me not only wasting my money on something I will not wear, but also having to take time off my busy schedule to go to the post office and drop off something I did NOT want to be shipped to me in the first place.This experience left me very frustrated. I would never recommend RTR to my worst enemy.

My experiences here have always been acceptable but nothing special worth noting. The staff are not overly friendly and there is usually a very long wait (Ive always waited at least 20 minutes) to try on my rental even outside of work hrs during the weekdays. From now on I will likely ship to my home since the hassle of trying to wait to try my dress just isnt worth the headache.

Lisa, I believe was my assistant, and she was very intuitive with my fitting and I left with the just-right outfits and backups for my function. Return was a convenient self-service scan in, and I was on my way. I love NY and this age of conveniences we are currently living in.

This was my first experience at this location and I was surprised that I was not offered help once in the hour I spent here. Even once I had signed up at the kiosk for a fitting room and waited my turn, I had to ask repeatedly and stand around awkwardly waiting for help with a zipper that I couldnt quite reach. I had two questions that no one was able to answer for me. One was regarding whether the dress I had on was available in a petite and a second when there was no size on a second gown I had tried. The selection was smaller than I expected, but the variety was decent. Overall, this location was only okay.

Neither dress shipped fit to my liking. I shipped back to RTR the next day which was two days before my special event. No refund, only store credit minus shipping costs. Not happy with RTR at all.

I have to commend on RTR’s customer service. Initially there were some hiccups with deliveries and sizing but they took matters to heart and make immediate improvements. I am impressed how they not only address the issue but to the point of exceeding my expectations! The turn around time

Surprising. Went to find a last minute dress for an evening event. Zero dresses available for my size (2-4). There was just no stock and the items available were unfashionable and ugly. Was told by the staff that on Mondays they have no stock. Such a drab collection of unattractive items! Went down the street to Zara instead!

I was leery of stopping by yesterday on a Saturday afternoon after some of the bad reviews posted here, but was pleasantly surprised. In and out in under a half hour with a great dress to wear for an upcoming wedding. I will say the inventory is about 25% of what is available online, which was a little disappointing, but the trade off is the ability to try things on in a physical store and I ended up with something I love that Im not sure I would have selected from the site.Staff was very friendly and attentive, and helpful in confirming sizes.

Really convenient for returning rentals or for renting a gown last minute but not the best for finding things to wear.The staff were unattentive and unhelpful. They seemed more interested in talking to each other instead of helping. I stood around looking confused for awhile, and when I finally was able to get help from someone working there, they werent very cordial. Thankfully the kiosks for returning your stuff have instructions built into them or I wouldve been lost.Decently good selection of designer bags, and other accessories.

I used to love Rent the Runway, but I recently found out they discontinued carrying extra long dresses. Part of the reason why I used their be service was to properly fitting floor length dresses with heels.While I do realize there was probably a business reason to kill the evening extra long dress lines, Im disappointed that now I will only be able to find dresses appropriate for cocktail parties and have to go elsewhere for formal events.

I like the company but the flag ship store leaves a lot to be desired in terms of customer service. On both occasions, no one greeted me or any other customer upon walking in or during the entire experience. No one asked me if I needed help, or if it was my first time I. The store. It’s this kind of customer service that sets places apart. Please train your staff to show value of each customer that walks through the door - it’s not enough to simply be present. They help create the experience of the RTR shopper!

Dress I ordered online arrived ripped. Went to the store to try and find an alternative option only to find more quality & maintenance issues in their store inventory as well. This made it beyond difficult to find an alternative dress as everything I tried on was either ripped, dirty, or fraying at the edge. I left with 2 options I only kind of like because I wasn’t able to get a refund. The inventory is shockingly horrible. The staff was great and really tried their best to help- only reason this place deserves 2 stars.

I rented a dress and then picked it up at the NYC store yesterday. When I got home I realized the dress had deodorant stains! (So much for them guaranteeing a dry cleaned dress..!). I went back to the store and didn’t even get an apology or recognition for the fact that they screwed up. They had to order a new dress I’m waiting for it to arrive and hoping is actually cleaned being that my event is the day after tomorrow.

I really wanted to love this business. I heard so much hype about it and I was excited to receive my dress I had ordered one month prior to my brothers wedding. After I placed the order I noticed they offered a free backup size (Cool!) so I emailed to see if I could still add it, the Stylist was super responsive and added the backup size free as promised. Fast forward a month later, and a week before the event I get an email that the backup size was not available, no big deal, I was confident my standard size would fit and replied to confirm that the original size would be available. The stylist assured me my original order and size were good to go. Now its 2 days before my Brothers wedding and I get a second email saying the original order/size is not available! I try not to panic, they tell me I can find another dress and theyll send it. OK. I pick the only other dress that will work (It had to be red and additionally not god-awful ugly) and I send to the rep. Surprise! That ones not available either! So now amidst all of the other things I have to do to prepare for this wedding, and aside from my 11-hour a day job, I have to find a dress (within a 3-hour window mind you, as this is the only time my schedule will allow to even browse a store during normal working hours). The only reason Im giving two stars is because the reps were responsive in Email and they told me they would refund the full amount. Im so beyond disappointed!

Came to rent my daughters prom dress. All the girls from the cashiers to the attendents in the dressing room were extremely helpful and nice. I would highly recommend you going to the store and see what they have. Their website also has a larger inventory of dresses and jewelry

Great customer service. Very professional. Very clean and well organized store. You may encounter a longer than usual wait just to use their fitting rooms, but usually worth it. My wife absolutely loves RTR. Their website is very self sufficient too.

The store staff wasn’t friendly. Love the company and concept so much, but customer service both online and store is just.... Inventory was quite limited in this store too.☹️

I didnt have a great experience. I rented a wedding dress in May for my August wedding. I was told by customer service that I could come by the store and try it on. I live an hour away from the store, and called to verify if the dress was in store. They said it was, in the size that I ordered. I thought, no problem, I will try it on when I am in the city. Then, I called again and they said they could not verify for me if the dress was in the store, I would have to go in. I ended up visiting the store 5 separate times, to try to get lucky and be able to try on the dress before my wedding. It was never there. Long story short, about a week before the wedding, I still wasnt able to try it on and got nervous and cancelled. I was charged a cancellation fee, and not given a refund. I do have a credit, but only was interested in renting a dress for my wedding, so its basically useless. Originally, I had thought to save money and rent my wedding dress, but felt like I was mislead on the availability of trying on my dress in store. I would caution people looking to save money on a wedding dress by renting from here to not make my mistake. Buy a pre-owned wedding dress instead and save yourself the headache and stress. I ended up losing over $100.

If you have RTR Unlimited, don’t waste your time trying to find pieces here. Continue renting via online. I couldn’t believe how small their selection was. I love that you can scan your pieces in to return them though.

DO NOT USE THIS SERVICE. I reserved a dress for a very important event and did not receive my dress or any communication besides a reminder to return the dress today to avoid charges... They do not respond on to phone calls, emails or tweets. They just shut down their phone line today. I had to skip out of class and run to TJ Maxx to find a dress an hour before the event. SO NOT COOL. Again, do NOT use this service unless you love last minute panicking!

Just had the worst experience trying to rent a dress here for a work gala. I couldnt find anything in the store, so I found a dress online to be shipped. I didnt realize it needed to be signed for until after it was sent, so I asked if they could redirect to the store for pickup - which they confirmed was fine. It was supposed to arrive on Saturday (the gala being Monday), and not only did it NOT show up till two days later (they literally called me to say the dress had arrived while I was AT the gala), but they sent it to my apartment anyway. I still havent been able to get a hold of customer service for a refund, Ive been on hold for 15 minutes and no one has responded to the email I sent 24 hours ago. Absolutely infuriating.

If I could grade them with a -1⭐ I would because this is what they deserve. Though I was promised to receive my package today 09/14/2010 @10pm est. Its now 11:28pm est and still no package. My event is in a few hours. I AM beyond disappointed.

I use to love rent the runway, but then they gave a free month to every member to give out...so basically membership double but inventory didnt I have only been able to rent ONE THING a week!!! This is horrible loyalty to paying members, lastly SLATE & WILLOW is not designer clothes its rent the runways label where they make knock off dresses with cheap fabric!!! Next time you want to double your membership base make sure you have enough inventory! I hearted 29 things for my anniversary and not one is available and I did this two weeks in advance.Thats not IT I had four orders canceled on me after 3p.m. which means I never got the item and you cant get shipping on weekends. I wrote customer service and still nothing back, thats not fair to charge people for unlimited if you cant complete an order FOUR times in ONE WEEK!!!

It would be really great if they delivered the dresses on the day when they said they would and not after the event they were intended for has already ended.Still waiting to hear about my refund.

The pieces are beautiful online but the store staff sucks. Only the lady at the front desk was very nice. I went yesterday and I asked one of the girls working there to help me find a dress. She said shed be right back. She had been gone for a bit so I thought maybe she was buys, so I asked another girl to help. The first girl came back and seemed upset that I had asked someone else and she said I told you I was going to be right back. Girl, I was looking up and down for that dress for you like I had to be sorry I had asked someone else. Also every time you need to go to the dressing room you have to sign up on a machine and get texted, and there is some sort of express line no one knows about. The store pieces are also a lot uglier compared to what they have online, although I love the concept of the company and the online experience seems great, the in store experience is terrible. I see a lot of responses from rent the runway saying im sorry this isnt the typical experience but actually if you look through the google reviews, sadly, it is the typical experience for most people. Great ideas, great clothes, great prices online, terrible in store experience - never going back but definitely an online customer some day!

Feel disorganized and unprofessional as there’s no greeter to explain the check in system (which is required to be placed on the waiting list for a dressing room.) I saw two women with an armful of dresses be surprised by being told that they wouldn’t be able to go try on until they get on the waitlist.Also, there will be only one or two sizes of any given dress, so little point in dropping by if you have a few dresses in mind for a special occasion and want to choose between them.Finally, on the website they have plus size clothing but in store there were none that I could find, and staff can’t point me to anything in a 14, though staff says that stock changes constantly and they can’t check what would be in your size. Was a total waste of time.