ComplaintsforRent the Runway, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have a credit on my account that has been there for 7-8 years. Since I dont need their service and havent used it in this time period, I requested a refund. This is the response I received. I completely understand. However, I am afraid this credit was posted on the account 7-8 years ago. This credit cannot be refunded to a credit card.

  Customer response

  08/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  3/18 transaction. Order placed at 220PM. **************** says orders placed by 3PM EST go out the same day. I reached out and told them the order needs to go out same day. Order did not go out same day. **************** cant correct the shipment. Asks me to place another order and they will send priority overnight. I do what they say. Order gets place and tracking shows they send it 2 day shipping. I reached out and they do not take accountability for any of their misleading information or mistakes. Unreliable, misleading business practices.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was married in September 2023 and in the chaos of renting from this business my sisters accidentally sent my wedding dress back to the business along with my rentals. I reached out as soon as I found out (two days later) with tracking information and confirmation my shipment was received by the company but they did not respond. I attempted to reach out several times and they told me they receive many dresses a day and could not locate mine. That they would reach out if they did. The dress was a $700 dress, did not have the businesses tags, nor did it have their specific bar code on it. I reached out several times over the year and continued to get generic responses about the dress. I dont understand how this item which had no identifying labels as having coming from their business was not flagged. I sent them all the information they requested and they were completely unhelpful. If I had been late on a return however I bet I would hate been charged an arm and a leg.

  Business response

  01/14/2024

  Thank you for notifying us about accidentally including a personal item in your Rent the Runway return. We appreciate you bringing this to our attention. While we do our very best to locate personal items, we cannot guarantee that we will be able to.
  
  We can confirm that on 9/13/2022, we were notified that a wedding dress was shipped back with your Rent the Runway return. After several attempts to locate this very personal item, we were unsuccessful. While we understand the financial and emotional value of your wedding dress, unfortunately, we are unable to cover the cost of personal items included in return shipments. We regret any inconvenience this may have caused.
  
  Sincerely,
  Rent the Runway

   

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I would appreciate more detail on what several attempts means. Given that every item that comes from RTR is barcoded and that through the return kiosks you need to scan the items in that way to return I am a little confused as to how a non RTR item was not flagged as an extraneous item not currently in your inventory. I imagine that should something not be returned to your company there would be a process to flag that. My assumption therefore is that when something comes in that is not marked as RTR there is a way to flag that as well. I am asking for additional clarity on how RTR attempted to find the item.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

  Business response

  01/28/2024

  Thank you for inquiring about the process for locating your personal item that was mistakenly included in your Rent the Runway return. When our Customer Experience Team was notified that your personal item was returned to our facility, we contacted the Operations Team at that location. We provided the details about your dress (size, brand, description), any photos of the dress, and the return tracking number used. If the Operations Team had located the item, they would've notified our Customer Experience Team so we could contact you to confirm return shipping details. We also send follow-up search requests to the Operations Team when we receive additional information or inquiries from our customers. 
  
  We truly appreciate the importance and meaning of your wedding dress, and regret any inconvenience caused by our inability to locate it, as we receive thousands of items daily in our facility. However, we are not able to reimburse the cost of personal items accidentally included in return packages. Thank you again for the opportunity to explain our process and attempts to locate your dress.
  
  
  Sincerely,
  Rent the Runway

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented sunglasses from this company back in August. I dropped of my returned which needed to be sent back by 8/23 or 8/24th, which i did. I forgot to put a pair of sunglasses in the return and remembered the next day. I contacted the company and they told me to print another label from the website and send them and it wouldn't be an issue. I did and sent the item on 8/22 before they were due to be dropped off. the item was delivered with proof of *** on 8/30. I contacted the company and they advised that yes, they see that, as well and let me know there was nothing else needed from me. Fast forward to OCTOBER 10th...... they charged me $417.20 + an additional $16.09 on 10/05, claiming that it is a late fee and now a fee for not returning the item. I returned the item did my diligence was told by RTR that nothing else was needed from me and they still fraudulently charged me claiming that i still have the item. I am attaching the conversation with rent the runaway, the confirmation from *** and printed receipt. This is complete fraud My account that i had with them was under *********************************

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************************
  
  
  
   
  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order to rent the dresses for multiple weddings happening in March 2023 and used the service for a month. After receiving all the items, half of them did not fit and I ended up only wearing 2 dresses out of 5. I decided to cancel the membership as I wasnt happy with the product.As of September 11, 2023, I noticed that my credit card got charged $100 and then i realized they have been charging my card since July without any authorization. During this time I didnt rent anything nor received any emails from them. When I tried to request a refund for the fraudulent charges, the customer representative said they cant refund as per company policy and will only refund for September 11th charge. She falsely stated that I paused the membership and did not canceled it. Why I would ever do that if I did not like the product and will do it randomly till July? This company fraudulently charged my credit card for the services that I didnt use without any notification. Please kindly assist me with resolving this issue. It is unfair toward the customers who just decided to try the service and canceled it on time.

  Business response

  09/19/2023

  Dear Better Business Bureau, 

  We have responded directly to the customer with the following response noted below- 
  
  Hi *******,
  In our Era of the Customer, we are striving to provide a Cinderella Experience to all our customers. Our customers' voices are deeply powerful here at Rent the Runway and we want to do everything we can to make things right.
  We heard your complaint in regards to charges on your cancelled membership and a refund not being provided for months of August and July. We would love to provide clarity on this matter.
  Our records indicate that a pause was submitted on your account on 3/31/2023. Please know our pauses are for 1 month at a time and we did not receive a request to extend your pause by 7/5/2023, therefore your account renewed as normal. Not to worry though! We can understand any confusion in regards to this which is why we want to resolve this matter right away.
  We can confirm your account has been cancelled as of 9/6. We have refunded the following charges-
  9/6 $100.35
  8/6 $100.35
  7/6 $100.35
  Youll see the refunds on your bank statement in 3-5 days!
  We are more than happy to provide clarity and a resolution for this matter! We hope to ************ with us again in the future as we can assure you, your positive experience is our priority.
  Please let us know if you have any questions or concerns. We would love to help!
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a dress for a wedding in two sizes. One dress was ok but it was too big at the top. I needed the next size down. I emailed the company but all responses were from bots. I am not compute saavy. The dress was sent so close to the event there was no time to get another size. I wore the dress but I was uncomfortable. I wore a black sweater so I could try to his that it didnt fit well. I was super disappointed in the lack of customer service. The dress arrived two days before the event

  Business response

  09/12/2023

  Hi Better Business Bureau, 

  Thank you for reaching out and making us aware of the customer complaint. They contacted us on 8/25/2023 and reported a fit issue. They educated the customer on company policy: to send a free replacement with overnight shipping or set up a refund minus the shipping cost pending the item's return (unworn). 
  
  Our replacement items process can be completed by contacting us via phone, chat, email, or social media. As well as online by the customer clicking into their order, selecting the item with the fit issue, and then selecting an item in its place. We then ship items overnight so the customer has them in time for their event. 
  
  Regarding the arrival of the items, the customer set up the order for arrival on 8/24/2023, and the item arrived on the promised date of 8/24/2023 as requested by the customer at 10:33 A.M. More details of the arrival can be located using tracking number ******************* 
  Although the customer returned the item worn, we still made a courtesy to process the refund for the order in full (did not remove shipping cost per policy). This refund was processed on 9/6/2023 once the items were confirmed as received. 
  
  Thank you again for letting us know the customer placed a complaint with ********************. Please let us know if any additional information is needed to resolve this. 

  Customer response

  09/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my recurring shipments because the odor of some of the clothes was disgusting.I sent in my last shipment and they said a dress was missing. It is not. I didn't even wear it because it didn't fit. So now I'm charged $200 for a dress I never wore and it feels like it's their last effort to squeeze more money out of me. They asked for the tracking number. It's their own shipping label! And it was shipped with items that they received!I sent in everything that I had and they are saying an item was missing. I dont know how to prove it except for the fact that the other items arrived.

  Business response

  09/05/2023

  Thank you for bringing this matter to our attention. We apologize for the delay in response.

  There *** be some confusion in our last communications with the customer. We completed the investigation on the missing Gramercy Dress, and refunded the customer $260.61, on August 18, 2023. We have also sent emails to the customer confirming this information. 

  We will send another message to the customer to address an other questions that *** have. 

  Thank you again, for bring this to our attention. 

   

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6/18/23 I ordered one dress from RTR (order # ********, for $62.95) for a wedding (on 7/15/23). On 7/10/22, I was informed the dress was unavailable and given the chance to order two other dresses to make up for it. I chose two dresses (Jemima dress by ***** and ******* dress by ***********************) under the same order number and didn't have to pay any additional costs. Both of the dresses arrived in time and I returned them in the required RTR bag with the *** info on the outside to a *** dropbox (tracking #*****************) on 7/16/23 (one day before dress was due). I never received an email or any correspondence from them until 8/14/23 notifying me that I would be charged $1,002.79 for dresses that I have returned to *** and have not had in my possession since 7/16/23.

  Customer response

  08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am long-time customer to ******************** however, their business is getting bad. (1) not enough clothing to rent (2) One time rental is a fraud, I've received the package afternoon on the first day then RTR required me to send that back by 4th day which is 3 days rental. They should change the term. (3) I've received dirty and shrink clothing for both of them.

  Customer response

  08/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********
  

  Business response

  10/22/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have responded directly to this customer with the following response noted below-
  
  Hi Yumi, In our Era of the Customer, we are striving to provide a Cinderella Experience to all our customers. Our customers' voices are deeply powerful here at Rent the Runway and we want to do everything we can to make things right. We heard your complaint in regards to our inventory, condition of clothing, and how our one-time rentals work. We have made strides in improving our inventory for our members such as adding several styles to our inventory every week. We are also constantly searching for the newest trends and adding to our inventory as well. We want to make sure our members have access to the most popular styles! We take the quality of our styles and accessories very seriously. If you ever receive something unwearable, well do everything we can to make it right. Your rentals should always arrive cleaned, ready to wear and without damage. We are happy to immediately replace any style in not ready to wear condition. Our one-time rentals are able to be rented for 4 or 8 days. Your rental start date is counted as day 1 since you receive your order that day and are able to wear it as needed. The last day of your rental is either the 4th or 8th day as this is the day to return your order back to us. Please note, if your return date falls on a Sunday or Holiday, you can always return by noon on the following business day. We know you are a long time renter with us and want to provide you the best experience! We have given you 25% off your next months membership to say thank you for your loyalty and allowing us to continue styling your closet. This discount will automatically apply when your membership renews on 10/31.Please let us know if you have any questions or concerns. We would love to help!

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer with RTR for quite some time, but I decided that June 2023 would be the last month I have my subscription with the company. I sent back my items with the provided shipping label through *** Dropbox during my allocated rental time, on-time, like I had always done in the past, and RTR is claiming that one week later they still have not received the items. I am seeing a pattern in other posts regarding the use of *** and I refuse to pay full price for items that I have done my part to return per their company policy. RTR claims to have an open investigation into the matter with the details and address of my drop off, but the previous posts are disheartening.

  Business response

  10/22/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have responded directly to this customer with the following response noted below-

  Hi *****,

  In our Era of the Customer, we are striving to provide a Cinderella Experience to all our customers. Our customers' voices are deeply powerful here at Rent the Runway and we want to do everything we can to make things right.
  

  We heard your complaint in regards to your rental order that we did not receive. We understand you followed our correct policy on returning your rentals to a valid *** drop box location.
  

  Our records indicate that we have still not received your styles back to us from order ********. We consider this a possible theft from the *** drop box or *** misplacing the return. We completely understand any frustration in regards to this which is why we want to reach out to you and provide clarity.
  

  Our team removed all the styles in order #******** from your RTR account on 7/18/2023. You are not liable for these styles.
  

  Please know, our return process is to be a seamless transition. We are so tremendously sorry you experienced otherwise and want the opportunity to make it up to you. We are constantly improving and have recently partnered with *** for free home pick up in many eligible areas.
  

  We hope to ************ with us again in the future as we can assure you, your positive experience is our priority. We can't let this be your last impression of us. Please check your email for a special surprise!
  

  Please let us know if you have any questions or concerns. We would love to help!

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩