Rent the Runway Reviews 

RTR customer service is top notch, they have come so far and are a model for how companies should treat customers

I just started using Rent the Runway. The process has been so helpful and thorough every step of the way - the employees/concierge is truly next level. They actually text and email back promptly and it is not a bot (which is fantastic). I purchased the 5 look package and 3 out of the 5 selections are super cute and in great quality. My other two items are in great quality, but don't fit well. The concierge was very receptive when I told them this and they will send me two additional items in my next shipment (they do this for the first 60-days). I love it!

They charged me $1,064 for items that were sent back to them, and told me they are now mine. DO NOT do business with this company unless you like to be robbed.

RTR had prompt customer service that’s clearly run by employees who are empowered to make decisions rather than simply regurgitating canned responses on policies. Their rentals strive to be exactly as represented and when there’s something amiss, they step up with options to resolve that often go above and beyond

Been using Rent the Runway for years! Love love love the dresses, options, fast delivery, great customer support and just overall great service! Thank you rent the runway for ensuring I have a dress to wear to ALL my many many weddings and events I had to go to over the years!

Some good items at premium rental prices. Some mediocre items at moderate prices. Depends on how much you’re willing to spend. There are items that should not be being rented or sold at even the moderate price. You could do as well at a thrift store because there are some high end items there too.
Just remember you get what you pay for.

Rent the Runway is truly exceptional! Their service is always prompt, and the quality of the clothing is top-tier —perfect for any occasion. They consistently deliver premium pieces right on time. Highly recommended — thank you!

They have a terrible cancellation policy. If you cancel in under 30 days before an event, you only get a credit and they also deduct a $10 cancellation fee. I will never use this service again.

I have been a member for over a year and have had a great experience so far! There have been very few issues and anytime there is the customer service team responds quickly and with kindness. I also like that we have the option text customer service, this made it so much easier and convenient to report an issue with one of my orders.

Your rates went up significantly without clear notice or my consent. I canceled my membership effective August 28th and have not used the service in September, yet I was still charged. Refusing to refund for a service I neither agreed to nor used is an unfair business practice. Please issue the refund immediately.

Excellent customer service, integrity in keeping members as well as great product experience. Keep up the good work!

First time ordering from them my rental was supposed to arrive by August 29, returning Sept 1. For an event for August 31. The order literally isn’t even arriving until Sept 2nd. What is the point of ordering something for a certain time when it’s not shipped in time for the event you need it for?! I do not recommend

Love RTR! Customer service is always prompt and solution oriented. I’ve been a member for almost 8 years and still love it.

I have been a member for about 3 months and so far my experience has been great with this company. When you place an order, it arrives the next day. When I have had an issue with an item I just use the chat feature and they resolve it immediately.

I’ve always had exceptional customer service experiences with Rent the Runway. The team is responsive, helpful, and makes everything simple. On top of that, I absolutely love their clothes—every piece I’ve rented has been stylish, high-quality, and perfect for the occasion. Highly recommend!

Just remember to manage your subscription! Beyond that, it’s a terrific business. Truly appreciated being able go rent a formal dress for a wedding black tie event.

Great clothes but even more, fantastic customer service.

What a scam. I signed up and paid for a membership after weeks of getting targeted ads for wedding guest dresses that were allegedly available to rent. The language made it sound like I would get a 30% discount to sign up. Upon signing up, they had essentially zero stock in my size, not a single one of the dresses I had been shown. Everything available in my size was matronly, unfashionable, and unattractive. I also saw there was fine print on the discount code that it was only available for the large rental package. When I wrote to customer service they did not listen at all. I told them I wanted to quit my membership and get my money back because I felt I had been lied to about what I was going to have access to. They responded bizarrely cheerfully and gave made up reasons why they couldn't refund me, my favorite was "because it is now past the date that you signed up", which is how time works. They also kept offering to help me star styles which could not have been further from reading the room, I said nearly 10 times I wanted to quit and get my money back and had no interest in renting anything from them. Rent the Runway is incredibly misleading in their advertising, honestly to the point where it feels like a scam. Their customer service reinforces it.

Everyone is so helpful, nice to talk to, very respectful. They always get my requests taken cared of right away! Thank you!

I can’t say enough about how wonderful Jean was in helping me. She handled my situation with such care, kindness, and genuine understanding. It wasn’t just customer service — it felt like true compassion.

Jean went above and beyond to make things right, and in doing so, she reminded me that there are still people in the world who lead with heart. Rent the Runway is lucky to have her, and I’m deeply grateful for the way she supported me.

I will continue to support RTR because of the excellent customer service I received from Jean.