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 4 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.

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

• 

  Rent the Runway

  3336 M Street NW Washington, DC 20007

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:09/13/2023

  Type:Product 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 placed an order to rent the dresses for multiple weddings happening in March 2023 and used the service for a month. After receiving all the items, half of them did not fit and I ended up only wearing 2 dresses out of 5. I decided to cancel the membership as I wasnt happy with the product.As of September 11, 2023, I noticed that my credit card got charged $100 and then i realized they have been charging my card since July without any authorization. During this time I didnt rent anything nor received any emails from them. When I tried to request a refund for the fraudulent charges, the customer representative said they cant refund as per company policy and will only refund for September 11th charge. She falsely stated that I paused the membership and did not canceled it. Why I would ever do that if I did not like the product and will do it randomly till July? This company fraudulently charged my credit card for the services that I didnt use without any notification. Please kindly assist me with resolving this issue. It is unfair toward the customers who just decided to try the service and canceled it on time.

  Business Response

  Date: 09/19/2023

  Dear Better Business Bureau, 

  We have responded directly to the 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 charges on your cancelled membership and a refund not being provided for months of August and July. We would love to provide clarity on this matter.
  Our records indicate that a pause was submitted on your account on 3/31/2023. Please know our pauses are for 1 month at a time and we did not receive a request to extend your pause by 7/5/2023, therefore your account renewed as normal. Not to worry though! We can understand any confusion in regards to this which is why we want to resolve this matter right away.
  We can confirm your account has been cancelled as of 9/6. We have refunded the following charges-
  9/6 $100.35
  8/6 $100.35
  7/6 $100.35
  Youll see the refunds on your bank statement in 3-5 days!
  We are more than happy to provide clarity and a resolution for this matter! We hope to ************ with us again in the future as we can assure you, your positive experience is our priority.
  Please let us know if you have any questions or concerns. We would love to help!
  

• Initial Complaint

  Date:09/06/2023

  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 ordered a dress for a wedding in two sizes. One dress was ok but it was too big at the top. I needed the next size down. I emailed the company but all responses were from bots. I am not compute saavy. The dress was sent so close to the event there was no time to get another size. I wore the dress but I was uncomfortable. I wore a black sweater so I could try to his that it didnt fit well. I was super disappointed in the lack of customer service. The dress arrived two days before the event

  Business Response

  Date: 09/12/2023

  Hi Better Business Bureau, 

  Thank you for reaching out and making us aware of the customer complaint. They contacted us on 8/25/2023 and reported a fit issue. They educated the customer on company policy: to send a free replacement with overnight shipping or set up a refund minus the shipping cost pending the item's return (unworn). 
  
  Our replacement items process can be completed by contacting us via phone, chat, email, or social media. As well as online by the customer clicking into their order, selecting the item with the fit issue, and then selecting an item in its place. We then ship items overnight so the customer has them in time for their event. 
  
  Regarding the arrival of the items, the customer set up the order for arrival on 8/24/2023, and the item arrived on the promised date of 8/24/2023 as requested by the customer at 10:33 A.M. More details of the arrival can be located using tracking number ******************* 
  
  Although the customer returned the item worn, we still made a courtesy to process the refund for the order in full (did not remove shipping cost per policy). This refund was processed on 9/6/2023 once the items were confirmed as received. 
  
  Thank you again for letting us know the customer placed a complaint with ********************. Please let us know if any additional information is needed to resolve this. 

  Customer Answer

  Date: 09/17/2023

  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

  Date:08/15/2023

  Type:Product 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 cancelled my recurring shipments because the odor of some of the clothes was disgusting.I sent in my last shipment and they said a dress was missing. It is not. I didn't even wear it because it didn't fit. So now I'm charged $200 for a dress I never wore and it feels like it's their last effort to squeeze more money out of me. They asked for the tracking number. It's their own shipping label! And it was shipped with items that they received!I sent in everything that I had and they are saying an item was missing. I dont know how to prove it except for the fact that the other items arrived.

  Business Response

  Date: 09/05/2023

  Thank you for bringing this matter to our attention. We apologize for the delay in response.

  There *** be some confusion in our last communications with the customer. We completed the investigation on the missing Gramercy Dress, and refunded the customer $260.61, on August 18, 2023. We have also sent emails to the customer confirming this information. 

  We will send another message to the customer to address an other questions that *** have. 

  Thank you again, for bring this to our attention. 

   

   

• Initial Complaint

  Date:08/14/2023

  Type:Delivery 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.

  On 6/18/23 I ordered one dress from RTR (order # ********, for $62.95) for a wedding (on 7/15/23). On 7/10/22, I was informed the dress was unavailable and given the chance to order two other dresses to make up for it. I chose two dresses (Jemima dress by ***** and ******* dress by ***********************) under the same order number and didn't have to pay any additional costs. Both of the dresses arrived in time and I returned them in the required RTR bag with the *** info on the outside to a *** dropbox (tracking #*****************) on 7/16/23 (one day before dress was due). I never received an email or any correspondence from them until 8/14/23 notifying me that I would be charged $1,002.79 for dresses that I have returned to *** and have not had in my possession since 7/16/23.

  Customer Answer

  Date: 08/17/2023

  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

  Date:08/01/2023

  Type:Delivery 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 am long-time customer to ******************** however, their business is getting bad. (1) not enough clothing to rent (2) One time rental is a fraud, I've received the package afternoon on the first day then RTR required me to send that back by 4th day which is 3 days rental. They should change the term. (3) I've received dirty and shrink clothing for both of them.

  Customer Answer

  Date: 08/26/2023

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

  Business Response

  Date: 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 Yumi, 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 our inventory, condition of clothing, and how our one-time rentals work. We have made strides in improving our inventory for our members such as adding several styles to our inventory every week. We are also constantly searching for the newest trends and adding to our inventory as well. We want to make sure our members have access to the most popular styles! We take the quality of our styles and accessories very seriously. If you ever receive something unwearable, well do everything we can to make it right. Your rentals should always arrive cleaned, ready to wear and without damage. We are happy to immediately replace any style in not ready to wear condition. Our one-time rentals are able to be rented for 4 or 8 days. Your rental start date is counted as day 1 since you receive your order that day and are able to wear it as needed. The last day of your rental is either the 4th or 8th day as this is the day to return your order back to us. Please note, if your return date falls on a Sunday or Holiday, you can always return by noon on the following business day. We know you are a long time renter with us and want to provide you the best experience! We have given you 25% off your next months membership to say thank you for your loyalty and allowing us to continue styling your closet. This discount will automatically apply when your membership renews on 10/31.Please let us know if you have any questions or concerns. We would love to help!

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service 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 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

  Date: 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

  Date:05/11/2023

  Type:Product 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 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

  Date: 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

  Date:04/26/2023

  Type:Product 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 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

  Date: 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

  Date:04/14/2023

  Type:Sales and Advertising 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 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 Answer

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/13/2023

  Type:Product 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 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

  Date: 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!