ComplaintsforRent the Runway, Inc.

• 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!

   

   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently paid $100 to rent outfits from Rent the Runway. The company provides a suggested size to rent, and also refers you to reviews for further confirmation of size. I thoroughly researched all things, and despite this my order came to me unsatisfactory. One item was damaged (see below), one item was huge, one item wouldn't even begin to zip, and another barely fit. In essence, I rented one usable outfit for $100- which is over twice the value of the usable item per the website, which currently has it on sale for $44. I contacted the company and the would do nothing to help, except to exchange the one damaged item (keep in mind I would have to return the damaged item on my own time, and the new item would only be usable for a few days due to the deadline to return). When I stated I would file this report, the company changed its tune, offering to replace the items that wouldn't fit- but again, was unwilling to extend the return date so that the items could actually be worn. I have been reasonable in asking for one months refund and offering to buy the one outfit that fits me, after which desiring to cancel my account altogether. The company continues to claim it is "unable" to offer a solution, which after years in management I know is untruthful. I have offered to accept their compromise with the stipulation of an additional week to use the new items, and they also refused. Overall, this company has taken my money and ran for the hills. I am not content to just watch $100 get wasted, and hope a resolution can be found.

  Business response

  11/07/2023

  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 membership experience with us. We would love to provide clarity on this matter.
  

  Our records indicate you received 2 styles in your order ******** that did not fit, as well as 1 damaged style. We completely understand the disappoint when you went the try on your new styles. Our policy at the time was to replace any damaged styles not in ready to wear condition. However, our policy when it came to styles that members were not happy with due to fit, we encouraged them to utilize their membership by adding another shipment to switch out those styles.
  

  Please know, we have come a long way since this experience and want to include you in on our improvements.
  

  As a member, we now happily replace styles that don’t work out for you when you’re in a pinch or need to swap something out for size! To help with fit, we recommend reading customer reviews and use the size suggestions when placing an order. RTR suggests the best size for you based on other renters who tried that style! You should ALWAYS have styles that make you feel your best!
  

  We also always replace any styles not in ready to wear condition. If our members receive any style or accessory unwearable, we’ll do everything we can to make it right. Your rentals should always arrive cleaned, ready to wear and without damage.
  

  In regards to your complaint, please note, when your membership is cancelled, the styles are due back to us upon your next billing date.

  We can't let this be your last impression of us. Please check your email soon for a special surprise from us!

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took part in a discount membership run this company had started in January of 2023. It allowed for 4 items to be borrowed at any given time. In the span of the month I was a member, only two out of the four orders ever arrived. All items arrived in terrible condition, highly used condition (please see photos.) All items were immediately returned and complaints via email and phone were made to the company for proper resolution. No resolution came and this company stopped responding. When this company was responding they blamed the weather, their website/app, their selected carrier service for ALL the problems that I encountered. This sounded incredibly suspicious and in no way believable, so I discussed the matter with my card issuer who agreed to issue a block against this company attempting to charge my card further. This action did get the companys attention who then decided to send me an email, not from their posted email address, but by an automated private-relay address, informing me that if I did not lift the block, they would send my account to collections. I have no active account with the company and I have none of their items. Everything has been returned. This company has created a terrible initial experience with a first time customer and did absolutely nothing to rectify it.

  Business response

  11/07/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have responded directly to this customer in regards to complaint *********

  We have requested for additional information in order to move forward with a desired outcome.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I reached out to RTR customer service multiple times to dispute the charges that had been made as I had cancelled my membership. They charged me over $600 dollars and would only refund me the current months charge. I asked them to provide credit to rent dresses and they told me that couldnt be done. They are flat out crooks stealing money from customers. I would not recommend anyone using them as their membership is farce and false advertising.

  Customer response

  05/08/2023

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

  Business response

  11/12/2023

  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 membership fees. We would love to provide clarity on this matter. Since our membership terms state that pauses, cancellations, and adjustments must be processed before the bill date to be effective for that cycle, we're unable to make any changes retroactively. Once youre billed, any plan adjustment goes into effect on the following bill date. Our terms also state that you agree to monthly reoccurring charges as this is a clothing rental membership.
  

  We were happy to provide a courtesy and refunded your membership charges on 11/18/2022 for $100.23 and 4/14/2023 for $100.23.
  

  We can't let this be your last impression of us as we would love another opportunity to provide a Cinderella Experience. Please check your email for a special surprise from us.
  

  Please let us know if there is anything else we could help with!

  Business response

  12/08/2023

  Thank you for the update in regards to complaint ID: ********. 

  We reached out to the customer on 12/7/23 via email with a response in regards to this complaint. As such, we consider this complaint resolved with a successful resolution. 

  Customer response

  12/08/2023

  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

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order from Rent the Runway (RTR) on 4/11/23 for a dress. On 4/13/23, an order was received with the wrong merchandise. I reached out to RTR and spoke via text chat with ************ to resolve. I requested an order replacement or refund for $222.94. I was told I could receive a refund only after I sent back the merchandise. According to federal consumer protection laws, I knew I was not obligated to return or be charged for unordered merchandise so I again requested to receive an immediate refund. **** escalated this to a manager and again said they couldnt provide a refund until the wrong merchandise was returned. I stated that this was unsatisfactory and they ended the chat there. I have not received a refund nor the product I ordered and this issue has not been resolved with the business.

  Business response

  11/07/2023

  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 receiving the wrong style in your order. We understand your frustration in regards to this matter and want to provide clarity.
  

  Our records indicate we received your wrong style back to us on 5/19/23 and your full refund was processed to you!
  

  We hope to see you give us another chance 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!

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 12th, 2023 *********************************** ordered/rented a dress for a wedding on March 18th. She was supposed to receive the dress roughly a week in advance. She did not receive the dress and contacted customer service who promised the dress would arrive on time. We also checked with the carrier who picked up the package but could not locate it in their system. We had to not purchase another a dress, but work with customer service several times... we were promised a refund for $68.25 by 4/1/2023 and it has still not been received. Our frustration and time spent fighting this has been growing. We demand a refund before further action is taken. We certainly do not want a promotional discount as originally offered. That is insulting. We will never use their service again. We just want our money back at this point so we can move on.

  Customer response

  05/07/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Rent the Runway, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First issue: March 3, 2023 Order #******** Rental Period Mar 30 - Apr 2 (4-day rental)Subtotal$46.00 Rental Coverage$5.00 Shipping$9.95 Tax$5.03 Order Total $65.98 Shipped with *** Tracking ID: ****************** This order never arrived; when I checked the shipping update, RTRW changed the delivery date to March 24. With previous orders from RTRW, I would receive a text when delivery occurred. There was no delivery text, and the date was changed on RTRW's end. The second date is March 15, 2023 Order #******** ental Period Apr 6 - 9 (4-day rental)Summary Subtotal$64.00 - $16.00 Rental Coverage$5.00 Shipping$9.95 Tax$5.19 Order Total$68.14 Shipped with *** Tracking ID: ****************** This also never arrived; when I checked the shipping update, RTRW changed the delivery date to March 31. I was messaging RTRW on the 31st for the 1st issue, and this order was not even marked as shipped, and today, the day it was due to be delivered, the delivery date was changed to last Friday. There was no text of deliv, and the date was changed on RTRW's end. I believe Rent the Runway is purposely being deceitful with changing shipment dates. We have security cameras at home, and there was never a delivery. This has cost me more money as I have had to go last minute and purchase replacement dresses. The first order was for a fundraiser for my children's school; the second was for a wedding. I have also suffered emotionally. I have four children and stage four lung cancer. I placed online orders to help me with time and not to expose myself to the stores. I suffered the loss of sleep as I was worried about fulfilling my commitment without the appropriate dresses to wear and the financial burden this has placed on my husband and me.

  Business response

  11/12/2023

  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 orders that you did not receive. We understand you relied on these deliveries and know how important it was to receive them.
  

  In regards to order ********, we wanted to let you know we refunded you in full on 3/30/2023 as you were not able to locate this order after *** updated as delivered. In regards to order ********, we have no record of being made aware this order was not delivered successfully. However, please know your experience is so important to us. Delivery mistakes should be a very rare occurrence.
  

  Our team has since received both of these orders back to us. Please know when an order gets lost, our system updates the delivery date. However this does not impact your promised rental dates at the time of booking.
  

  We hope your health has improved dramatically! 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!
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A fraudulent account was set up under my name and credit card, but all correspondence and receipts sent to an email not associated with me. My husband was not aware that I did not have an account with them and so did not question the charges appearing on our bank account. When he finally asked me about them, I was shocked. I immediately called Rent The Runway to stop the account charges and was told they must be fraudulent and that I should change my credit card number which I did. They said their business ***** would contact me within 48 hours of which they did not. I phone two times and was told they would contact me and that they only did that by email. I gave them my correct email address and they have still not contacted me. They did close the account and refunded one month of 11 ********. I have attached a PDF of all the charges.

  Business response

  11/26/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. Here is our response to complaint ID: ******** 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 fraudulent charges. We would love to provide clarity on this matter.
  
  We are sincerely sorry to hear of this unfortunate event. Since you had confirmed these charges were fraudulent, we reported the issue to our billing department on 2/21/2023. We highly encourage our customers to reach out to their financial institution in order to assist further with fraudulent claims.
  
  We understand you have not yet experienced Rent the Runway and what it has to offer. We can't let this be your last impression of us as we would love an opportunity to style you! We would love to ************ with us in the future!

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a dress Sept 1 - Sept 4 for a wedding. I returned the dress on Sept 4 - the day after the event to Nordstrom - which at the time was an option to send in a return. I thought it was a convenient option - especially on a holiday weekend - so I was pretty happy to utilize this option. I even asked a store associate when I was there whether it was really just scan and drop off in the bucket there, and they confirmed it would be returned that day. Fast forward to March, I'm checking my credit card statements and notice that in addition to the $90+ charge for the dress (which is what I expected), I was also charged $165+ dollars. I called to inquire whether this was a mistake and lo and behold, they were late fees because the return was apparently not sent in until Sept 12. So, this became my problem that their distribution channel didn't work, that their inventory sat at Nordstrom in their bucket for a week or so. As an FYI - they've stopped using Nordstrom for returns - I'm guessing this may be why. I had been a customer since 2015, and even a member at some point but I'm done. This is simply bad business practices and dishonest. I should note that I never got notice that the dress was late, and the charges ONLY show on my bank statement, not on my RTR account or invoice. I only noticed this once I had to look over my statements for my taxes. I only knew what this charge was after I called and asked. So folks, check your bank statements after your rentals (not your RTR account info) - they won't send you notice at all on this - although, their customer service/ops representative insists some automated notice came to me (I've searched my email for this). Don't do business with this company.

  Customer response

  04/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID ********. Note that I tried to contact them PRIOR to the complaint and their response then was just that they didn't believe me. I informed them I was filing formal complaints (including this one) and I have since not heard back from the business.
  
  Sincerely,
  
  *************************
  

  Business response

  11/26/2023

  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 late fee charges on a Reserve Order. We would love to provide clarity of this matter.
  
  Our records indicate that the order was not received back to us until 9/12/2022. Reserve orders get late fees of $50 per day as your order was to be returned by the rental end date of 9/4/2022. We understand as you stated that your order was returned on the rental end date of 9/4/2022 to your local Nordstrom.
  
  Please know, late fee charges are not charged to our customers for returning their order on their rental end date, at the appropriate return location such as a *** store, and with documentation of the successful drop off/return confirmation. Our team requested proof of drop off at Nordstrom such as a drop off confirmation receipt. We were not able to obtain such confirmation to proceed further with your late fee removal request.
  
  In addition, it appears your order was placed under a private Apple ID email address. We encourage our customers to provide an accurate, up-to-date email address, as well as an active subscription to Rent the Runway's emails for important order notifications.
  
  We would love to inform you of our positive changes! We now offer *** at home pick if eligible in certain areas, though we are expanding rapidly. We have also improved our inventory availability and have provided our customers with RTR Concierge! They are experts in navigating the closet and finding the best styles for you!
  
  We can't let this be your last impression of us. Check your email for a special surprise from us!
  
  As always, please let us know if you have any additional questions or concerns.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of occurrence: 2/23/2023 I used Rent the Runway pickup service to return items where a third party courier returns your items for you. I left my package downstairs and received a text message confirming my items had been picked up. Later I received a call from the courier saying they had actually not picked up my items despite a confirmation they had taken possession of my items. Around 20 minutes later I received another message saying they did not pick up the package despite the positive confirmation earlier. I immediately reported this to a rent the runway service representative who filed my time stamped text messages for an internal investigation- which shouldnt even be the case if the courier confirmed at one point that they had my package. 3 weeks later I receive an email stating I need to file a police report and that I will be responsible for all stolen items. I immediately call and chat service representatives all of which would not help me and would only tell me to reply back to the email thread. The items that are missing are upwards of $900 in value. The resolution is want is that Rent The Runway accepts the courier should accept responsibility as at some point that day they did confirm via text message they picked up the items. To be clear I should not be charged for the items due to the above. Changing their story afterwards and not taking this into account is terrible customer service. This has also caused tremendous stress and this is the very minimal they can do at this point

  Business response

  11/26/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. Looking at our records, we spoke to the customer on 3/16/2023 and 3/18/2023 and we were able to come to a satisfactory resolution. After a complete investigation with our ****************** the customers styles from order ******** and 1 style from order *******4 were removed from this customers RTR account. As such, we consider this complaint resolved. 

*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. ↩