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.

  345 Hudson St Fl 6 New York, NY 10014-7118

• 

  Rent the Runway, Inc.

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

• 

  Rent the Runway

  3336 M Street NW Washington, DC 20007

• 

  Rent The Runway, Inc.

  710 N Wabash Ave Chicago, IL 60611-2512

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:04/12/2023

  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.

  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 Answer

  Date: 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

  Date:04/10/2023

  Type:Service or Repair 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.

  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

  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 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

  Date:03/29/2023

  Type:Billing 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.

  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

  Date: 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

  Date:03/24/2023

  Type:Service or Repair 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 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 Answer

  Date: 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

  Date: 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

  Date:03/16/2023

  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.

  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

  Date: 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. 

• Initial Complaint

  Date:03/10/2023

  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.

  As of today I am cancelling my membership with Rent The Runway. I have previously asked for a refund of $1,533.37 due to multiple months of shipments of damaged and stained items. The person I was finally able to get a hold of, *******, informed me that I was unable to receive my refund because I had used "bonus spots" and received a "discounted monthly membership fee" over the course of my 1 year of membership with them. According to her, she was the highest staff member within the entirety of the company to speak to about this matter. She stated that a refund of any sort would not happen, and that my standards might be higher than their operations department. I asked for a refund of all of the months I had multiple issues within that billing cycle. Even with discounted and bonus items, I received more items that were all damaged or stained, and one wrong order. I have documented every single item. Anytime I would email or call in, I got the same response, that they were trying to eliminate the problem and it was their operations department at fault. While many of the staff were wonderful in trying to remedy the issues at hand, ******* ultimately left me feeling as if my refund and concern of the ongoing issue were unimportant and bothersome. Even with a free month of membership, I received two items in a 4 spot shipment that were damaged in my first shipment. The bonus spot they gave me due to this problem was also damaged. After sending the items back I decided to not continue my membership, free, discounted or otherwise. Almost every item I am receiving at this point is damaged or stained. I am seeing on their social media that I'm not the only one. I would still like my refund of which I have documentation for of $1,533.37. For reference I have Paid a total of $2,774.46 in membership fees as of 3/1/23. I have complained to the company 24+ times. I am only looking for a refund of the months I had more than two damaged or stained items within the billing cycle.

  Business Response

  Date: 11/27/2023

  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 an inquiry of multiple refunds. We would love to provide clarity on this matter.
  
  We understand you received styles that arrived in not ready to wear condition. 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 always happy to immediately replace any style that is damaged without hesitation.
  
  Upon reviewing your account, we opened replacement spots for you to select new styles as well as added bonus spots on us to further apologize. Our terms and conditions state our membership fees are nonrefundable as we do everything we can to make sure you always have styles to wear. In addition, if an unforeseen issue happens to your order, well always replace it right away, but we're unable to offer refunds for membership payments since theyre non-refundable.
  
  We know how important it is to have your concerns addressed promptly as your positive experience is our priority. We would love for you to see how much positive changes we have made here at Rent the Runway. Look out for a special surprise in your email!
  
  Please let us know if you have any questions or concerns. We would love to help!

• Initial Complaint

  Date:03/08/2023

  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 was told by a Rent the Runway representative that I would be charge $15 a month to keep the items that I previously rented while having my membership on a pause. On March 7th, I was charged $75 to my account. I reached out to the chat feature and I was told that I was given misinformation and that they were sorry, but that they could only refund me by giving me a credit on my account. I will no longer be using this company, so this money essentially will NOT be refunded to me. When i asked if I could just have the money returned to my payment method, I was told no. Even though it is in writing that I was given misinformation and told that I was only going to be charge $15, they will not refund me the additional $60 that I was OVERCHARGED. I will not be using the credit as I was not planning on continuing my membership. If I am told that I will be charged 15 dollars and then I am charged an extra $60, that is robbing a customer. I am extremely upset as I love this company, but it is unfortunate that they weren't willing to fix their mistake. Attached is them acknowledging that they provided me with misinformation and were not willing to refund me the extra $60 that they charged me.

  Business Response

  Date: 11/27/2023

  
  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have responded directly to this customer and have came to a satisfactory resolution. In addition, this customer has accepted our resolution of $60 in RTR merchandise credit and has successfully used it on a past order. Therefore, this complaint has been addressed and we consider it resolved. 

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising 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 membership in app in September 2021. I had difficulties with it but had shot of membership canceling on my screen. I just found out they have been billing me 200/month with no shipments and refuse to give me a refund.

  Business Response

  Date: 11/27/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have responded directly to this customer and have came to a satisfactory resolution. In addition, we requested a screenshot of the customers successful completion of cancelation of her account in which we did not receive. As such, our terms and conditions state membership fees are nonrefundable. Therefore, this complaint has resolved. 

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair 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 started a rent the runway membership. I swapped an item and the new item (ski jacket) arrived without the belt it was advertised with and it came with a ski pass zip tied on it. The company dedicates a page to their advertised Cleaning Process but the item clearly wasnt cleaned or inspected. I reached out to the company and they told me to use a different belt. In a different chat with a customer rep, I was told that if I cancel my membership, I have till the end of February to return the items. When I go to click cancel, there is no place to see when items need to be returned by. On 2/16 I reached out to double check when I need to return items by (because the website doesnt tell me when). They told me I need to return the items by 2/17 (my bill cycle day). I cant get a straight answer from any customer representative. The answer is always different. The membership has been the most frustrating and inconvenient service Ive ever encountered. I have all these items and have to return them by my bill cycle day (tomorrow). I have to cancel meetings so that I am not charged. The company is inconsistent with their policies and inflexible to work with.

  Business Response

  Date: 11/28/2023

  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 a style you received as well as how our memberships work. We would love to provide clarity on this matter.
  
  We understand you received a jacket not in ready to wear condition. If you ever receive something unwearable, we’ll do everything we can to make it right. Your rentals should always arrive cleaned, ready to wear and without damage. If an unforeseen issue happens to your order, we’ll always replace it right away, but we're unable to offer refunds for membership payments since they’re non-refundable. As such, when members cancel their memberships, all their outstanding items are due to be returned by the end of their current bill cycle.
  
  Your experience is our top priority and your time with us should have been a positive experience. We can't let this be your last impression of us. Look out for a special surprise in your email.
  
  Please let us know if you have any other questions or concerns.
  
  
  

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair 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.

  In June of 2022, I started a subscription to Rent the Runway (RTR) because I had a discount code. I tried it for two months and cancelled my subscription in August 2022. (At least, I believed I had cancelled my subscription.)In September 2022, Rent the Runway renewed my subscription without my permission. I did receive an email during this time, which I missed. However, I was not looking for it as I believed I had cancelled my subscription. I never again ordered a thing from this monthly subscription, and received no communications from RTR other than advertisements in that time. I received no notices that my credit card was being charged, and no receipts or payment acknowledgement. This morning, I received an email telling me my subscription box was ready to be filled, which prompted me to log into my RTR account, where I found I'd been charged monthly for orders that did not exist. (If I had been using the service, I would have selected a number of items each month to be shipped to me and then returned. I have not ordered any clothing since July of 2022.) I believe that RTR, concurrent with a history of financial problems, has created a system that tricks people into thinking they have cancelled their accounts, and then purposefully does not send reminders or receipts to those who are NOT ordering anything. I say this because during the two months when I was an active member, I did receive reminders. I asked RTR for a refund, in whole or in part, of the $765 in fees I paid over five months ($153/month) for a service I did not use, and which they knew I was not using. They agreed to refund me the most recent payment but none of the earlier payments. I do not find this acceptable.Below I have attached a chat conversation history, as well as a screenshot of what they are telling me serves as a "reciept." I can also provide individual invoices as needed, although they do not contain very much information.

  Business Response

  Date: 11/28/2023

  Thank you, BBB for bringing this to our attention.
  
  This BBB complaint concerns an inquiry into several refunds for this customers RTR monthly membership.

  At the time of signing up for an RTR membership, the customer must agree to ********************'s Terms of Service. It is agreed upon that our RTR membership fees are nonrefundable and that upon cancellation of the customers RTR membership, all outstanding items are due to be returned back to RTR by the end of the current billing cycle. 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.
  

  Upon reviewing this customers account record, ******** set up for their membership to pause on 8/8/2022. As stated in our membership terms and conditions, pauses are for 1 month at a time and memberships will become active automatically unless the pause is extended by the customer. We did not receive a pause extension from the customer therefore, their RTR membership resumed as normal. 
  

  However, as an exception to our policy, we were able to provide a courtesy outside our normal policy. We refunded the customer in the amount of $153.00 on 2/22/2023.
  
  Since RTR has clarified and provided a resolution, we consider this matter resolved.