Online Retailer
Rent the Runway, Inc.Headquarters
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Complaints
This profile includes complaints for Rent the Runway, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 85 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/03/2025
Type:Sales and Advertising IssuesStatus: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.
The customer service is horrible. And when they dont want to deal with an issue or problem they just ignore it. Their chat agents dont read any messages sent it, but just respond with pre-defined content thats only kind of related to the problem at hand. I had a shipment resent to me. Not returned, but actually reshipped. The same items again, only with new hangers and bags. I went to the app the day after and it said other items I had returned were still at home to be swapped. I had returned them days ago. When I reached out about it *****, the chat agent, said I must have put the wrong return label on and dismissed me. Completely ignored the other shipment and return issues. I continued to repeat myself and ***** would let respond for up to 15 minutes sometimes. Completely ignoring the issue and just kept saying im here to asssit ***** then refused to get me a manager or an email for escalations. Then refused to end the chat, sending me a survey! I tried emailing in about the issues and was ignored. I tried chatting again and was brushed off. I then tried chatting in with a sidfeeent email saying I wished to file a complaint and they wouldnt let me file anything. They said I had to give them my info firm and they theyd submit it. I then tried to email in with a different email, and they responded how sorry they were and asked my info to look it up. However no email I sent using my account email was replied to at all. This company has horrible customer service. They refuse to acknowledge issues with orders or their employees, and Will not let you submit claims and they refuse to send the fractional survey is they know youll say something bad.Initial Complaint
Date:06/30/2025
Type:Sales and Advertising IssuesStatus: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 want to cancel my membership. Their website says you can do this on your membership page. You go to their membership page and there is only an option to pause it. This feels unnecessarily fishy to me.Initial Complaint
Date:06/26/2025
Type:Service or Repair IssuesStatus: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 signed up for a Rent the Runway subscription. On the website, it provides a "Manage Plan" link which then prompts you to decide between (1) pausing account (2) canceling account. Nothing specifies that the pause feature will automatically renew the subscription until after it has been selected. Once it has been selected, the option to "Manage Plan" disappears from the page. Therefore, it seems as though there is no option to cancel. (see image 2)I have not used or benefited from the service whatsoever while being charged $126. Nor was the company responsive to the fact I was charged yesterday and will now be paying for the next month. This is a predatory business model because (a) there is no notice presented, prior to selecting the pause feauture, stating it will automatically resume (b) it becomes exceedingly difficult to navigate the process of cancellation after already selecting the pause feature.Initial Complaint
Date:11/19/2024
Type:Product IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 garbageCustomer 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 IssuesStatus: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 hurtfulInitial Complaint
Date:09/30/2024
Type:Product IssuesStatus: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 IssuesStatus: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 IssuesStatus: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,
*********************
Rent the Runway, Inc. is NOT a BBB Accredited Business.
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