Complaints

This profile includes complaints for Rent the Runway, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rent the Runway, Inc. has 6 locations, listed below.

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• 

  Rent the Runway, Inc.

  345 Hudson St Fl 6 New York, NY 10014-7118

• 

  Rent The Runway, Inc.

  710 N Wabash Ave Chicago, IL 60611-2512

• 

  Rent The Runway, Inc.

  710 N Wabash Ave Chicago, IL 60611-2512

• 

  Rent the Runway

  3336 M Street NW Washington, DC 20007

• 

  Rent the Runway, Inc.

  30 West 15th Street New York, NY 10011-6816

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented dresses through Rent the Runway to be delivered 11/15/2024. It does appear they were shipped by *** on 11/12/2024 and began transit but the last update was from **********, ** 11/13/2024. There had been no further updates. I contacted Rent the Runway by email on 11/16/2024 to let them know that I had not received the package and that the *** transit seemed to cease with concerns that the package was lost or stolen. They emailed back offering a replacement shipment or refund. I did inquire how to see what was available to immediately ship, as my event was 11/17/2024, and the site was only showing shipping date availability of 11/19/2024. Ultimately, a replacement could not be done in time so a refund was requested. They did reply that they would give a refund but only once they received the package back from ***. They stated they started an investigation with *** but there was no evidence of that. I did ask for an immediate refund as I do believe the package was lost by ***. Therefore I would never receive a refund if it hinged on them first receiving the package back. They told me they could not do this. I then went to the *** tracking site and flied a claim. It wasn't until then that it listed an investigation was open on the *** site. I believe that Rent the Runway believes the package was lost and is trying to put the financial burden on me. I would like a full refund.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made an account with Rent the Runway in September/October 2021. I used the service for a couple of months until there was an issue with a return. I called to resolve the issue and I was told that it was going to be resolved. After a couple of days I contacted the company again to close my account, they offered to pause my membership but I specifically told them I wanted to CLOSE not pause the account. Fast forward to May/June 2024, my father (who gave me his credit card to rent) saw that he was still being charged for years after. There's almost $9000 of charges that were not authorized. I tried contacting rent the runway through email since it's almost impossible to speak to someone over the phone and they snapped at me and refused to resolve the issue. The account email used was a private ID one from *****, yet when I contacted them I used my regular email, now they're saying that they cannot find a cancellation on my end.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a sweater from RTR by ***** that RTR sold for ****** . The sweater had runs and holes all over it . It's not returnable but they pro.ise ne er to send anything in the condition I described . They won't return it and I'm not paying them over a 10p for garbage

  Customer Answer

  Date: 11/15/2024

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

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a Rental for a dress, for a wedding. It was shipped but returned to sender, when I reached out to rent the rent way they falsely accused me of having multiple accounts because my NEW phone number was already in their system. I just had this number not even 2 months ago. They refused to refund me my money, unless I returned items that I dont have, because I have NEVER used their services. The false accusations alone are hurtful

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/16, I purchased a monthly clothing subscription. The shipment never arrived. I cancelled my membership on 8/20. On 8/21, I was told via email that my membership was cancelled and I would receive a refund of $95.96. (I paid for the membership $87.10 on 8/16 and $8.86 on 8/17.) *** recalled the shipment (return to sender) on 8/****** damaged the shipment and apparently threw it away on 8/26. *** then charged me a late fee, even though they acknowledge that I never received the clothing. I spoke with them on 9/5 after they charged my card for $82.69. The agent told me he was refunding the $95.96 and that the $82.69 would be refunded by his supervisor. That didn't happen, and they continued to charge my card. That is fraud. They charged me $82.69 again on 9/6, after I spoke to the agent, and on 9/11, they charged me $46.27. These charges constitute fraud, as I have told them repeatedly they are not authorized to charge my card, and I have no business with them.Once they recalled the shipment on 8/21, my business with them was finished. Yet they continue to charge my card. I had to shut this credit card down and report it as fraud. I filed a dispute. *** then provided the credit card company with a tracking number that only shows that the shipment was returned to them and claimed that was the tracking number to my home. That is fraud. They knowingly provided false information in a dispute.I have provided screenshots of the chat in which they acknowledged that I never received the shipment, as well as shots of the tracking number where it shows the shipment was recalled and that *** damaged the shipment. You can clearly see they recalled the shipment on 8/21. I want a full refund of all money.

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID ********. I have contacted them multiple times, they acknowledge that I never received the shipment but haven't refunded my money yet.
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered several dresses for a wedding. One of the dresses was returned with a return label provided through Rent the Runway's chat service. This company then charged me the full amount of the dress (in addition to the rental fee and daily late fees) stating that I did not return the item. I did in fact return the item almost one week prior to this charge. Then they told me they could not locate the return tracking number (from a return label that they provided me). I have spent hours dealing with their chat over this dress and these charges. They cannot track their own returns and then charged me much higher than retail value for their own mistakes. I have now paid the rental fee, 2 late fees and the full price of the dress. This is exorbitant and abusive to consumers. I could have bought the dress brand new from Nordstrom's 3 times over at this point and I have spent hours dealing with customer service, time I cannot get back.

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:03/21/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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,
  
  ***************************************