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Business Profile

Online Retailer

Rent the Runway, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Reviews

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

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Rent the Runway, Inc. has 4 locations, listed below.

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    Customer Review Ratings

    1.03

    Average of 3 Customer Reviews

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    Review Details

    • Ashley P

      Date: 03/31/2023

      Their renewal program is predatory. It auto renews and does not send you any notice that it will charge you. I was out of the country without access to internet to cancel my subscription when I was charged. Upon my return, I immediately contacted them to request a refund as I won't be continuing the rental service. They would absolutely not budge even after several requests and said they were unable to refund the previous transaction. When I said I would be cancelling and asked them to handle that, they offered me a 30% refund on this bill and 30% discount on my future month's subscription. Obviously I do not want to do that as I don't want to continue the subscription. When I asked to be given the 30% refund on my bill but not cancel - they refused. This is not a) customer centric or b) even fair to the client. Charging someone without reminding them it's upcoming AND not being willing to refund the transactions is just a horrible way to do business. I'm sad about this experience because overall I've had a great time renting from RTR. The site is great and makes shopping easy and things have delivered quickly. However, I can't, in good faith, continue giving money to a company like this who blatantly disregards their customers needs.

    • Amy Z

      Date: 11/04/2022

      I have a monthly membership for renting 4 items at a time, and allowing 2 shipments of items per month. I had a rented item in my possession that I wanted to purchase and use a birthday code against. I was told that I was unable to apply the coupon so I had to purchase a separate item of the same size and style in order to use the code. I could then return the one I currently had through the normal rental return process. So I purchased the $35 dollar dress and applied a $10 off coupon and the total with tax came to $33.23. A week after I purchased the new item using the code, I was notified through a SPAM TEST EMAIL Address that my refund could not be processed. I reached out to the Chat customer service again to follow up requesting the item be reshipped since I did not receive a package with the item or a refund. Instead, I was issued a refund that will process in 3-5 business days and told I could no longer purchase the item at that price but would have to reorder at its current price of $77. My birthday code was reactivated since it had since expired and it could be used against my new purchase. It is very convenient to lose an item through shipment and then require the person to purchase it again at a higher price rather than honor the original shipment. Its too soon to tell if my refund will be honored.

    • Christin L

      Date: 09/02/2022

      BEWARE: Terrible customer service!!! I signed up for a trial membership a couple of weeks ago. Unfortunately, I had login errors and my membership was inaccessible. As a result, I was unable to use the service during that time. When I phoned to a customer service representative, they were unwilling to work with me to resolve my issue. My hope was to have the portion of the month I was unable to access be refunded and/or continue to try the service beginning on the date that the login issue was resolved. I was still willing to give the service a try. Instead the representative refused and usggested I cancel (but they would still keep my $160+ for a service I never got to try!!) ... I can only imagine how they handle other honest issues that *** arise. SAVE YOURSELF THE HEADACHE AND DO NOT ATTEMPT TO USE THIS SERVICE!!

    Rent the Runway, Inc. is NOT a BBB Accredited Business.

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