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:01/31/2023

  Type:Sales and Advertising Issues
  Status:

  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 began a trial membership with RTR in March 2021. I paused said membership in June of the same year and requested cancellation in September of 2021. I found out that i was being charged on a monthly basis in January of 2023 and that the charges were made to an invalid email account. I was offered a refund of 6 months, though I was charged for 16 months after my requested cancellation. They claimed no account under my actual email address, and while they were able to access 3 accounts (one under the invalid email address - the only account being charged - and the only account I had no knowledge of as I had no way to know that I had made a typo in my original membership entry) they claimed lack of knowledge of any account when I originally contacted them. When I logged in to my actual account, under a valid email address, there was no membership listed and I believed the account to have been cancelled. They continued to charge my account for 16 months after my original cancellation request.

• Initial Complaint

  Date:01/13/2023

  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 was charged the following (in addition to the monthly fee)January 9, 2023 charged $80.82 January 10, 2023 charged $80.82 January 11, 2023 charged $198.01 I paid for a monthly membership, but was only allotted a two week return window. I was supposed to return the items to *** by 12/22/2022. However, with the holiday, I brought the package to **** on 12/27/2022 (Definitely my fault for not reading where to drop the package). I did return the items late and kept one item. So I did expect to be charged late fee and for the pant that I kept. Rent the runway is claiming that I am missing a sweater in my package. I returned this sweater, and they refuse to refund me for that item nor will they send me an itemized invoice for the charges incurred. It is impossible for them to have not received this sweater when it was sent in the same package as the other items that they claimed to have received. When I log in to my account, there is no way to access any invoices. *** asked and mentioned this in my emails to billing, yet they still have not sent me one. After reading all the other complaints regarding this company, there seems to be a trend. A trend that is unethical!

  Business Response

  Date: 01/21/2024

  Thank you for notifying us that we charged you for purchasing items you'd already returned. We appreciate you bringing this to our attention! This complaint concerns a charge that was incurred after cancelling your Rent the Runway membership.
  
  At the time of signing up for an RTR membership, all customers must agree to Rent the Runway'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 no later than the effective cancellation date. As stated in our terms and conditions, failure to return outstanding items will result in a final charge for the membership retail price of each item. At that time this charge occurs, we consider the items yours to keep.
  
  The effective cancellation date for your membership was 12/22/23, which also made that the due date for returning items at home. However, since the returns were accidentally dropped off at the post office instead of UPS, this delayed their return to us. As an exception to our policy, we scanned back back into our inventory and marked them returned. As a courtesy, we also refunded $198.00 for the purchase of these items back to your original form of payment on 1/17/2023. We also confirmed this via email on 1/17/23. However, since the styles were returned late, the late fees were ineligible for a refund. We regret any inconvenience or concern this may have caused.
  
  
  Sincerely,
  Rent the Runway

• Initial Complaint

  Date:01/12/2023

  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.

  The website/order process has been broken, and I was unable to check out or receive any items since Dec 10th, since signing up in November of 2022. After several attempts contacting customer support, nobody was able to resolve the tech issue which was preventing me from receiving proper service. I'd like a full refund of ALL membership fees paid (2 months). Will not recommend this to anyone. Poor website design, terrible customer service, lack of availability of products.

  Customer Answer

  Date: 04/06/2023

  
  
  

  At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID ********* however my complaint has NOT been resolved because:

  
  

  Hi,

   

  We received a response back in January from this business notifying us that they had approved a full refund of our airfare, and we still have not received it. What is the best way to follow up with these last steps?

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  

  Sincerely,

  
  

  ***** ****

  Business Response

  Date: 11/13/2023

  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. We understand you experienced an error trying to check out with your shipments.
  
  Please know, sometimes technical errors do happen but rest assured they are rare. Our team also works diligently to resolve these matters as soon as possible and always do what is best for our members. Our team took priority on your account and we are happy to see on 11/25/2022 and 12/10/2022 we can confirm the error was resolved as orders were successfully completed. We also want to confirm that your membership was cancelled and fully refunded on 1/11/2022 in the amount of $101.32 as a courtesy since our membership fees are nonrefundable as agreed upon in our terms and conditions.
  
  We want to let you know that we have changed dramatically in our Era of the Customer. We now offer 5 items instead of 4 with our memberships at no additional cost. We also provide replacements on us for any styles you are unhappy with. Rent the Runway is changing for the better and we wanted to let you know about it!
  
  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. Please look out for a special surprise sent to your email.
  
  As always, please let us know if there is anything we could help with.

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  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 contacted the company to cancel my membership mor4e 4than one time and each time they did not help me. They just put my membership on hold and then in a month reactivated my account and charged me more than $450 which was not legit. I had canceled my membership

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair 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 11/3/22, I placed an order for garments that were unable to be fulfilled due to a system error on Rent The Runway's website. Unfortunately, my garments did not arrive on time and I missed a very important event. The first order was messed up because the backup size was not available after the order was placed. I then made a replacement order which was supposed to come on Friday 11/18/22. It did not come. I chatted with customer support 11/19/22, and checked ***** website and they said that it was supposed to come Saturday 11/19/22. It is now 8:46 PM CST and I still have not received it. The event was 11/19/22. The item did not actually arrive until 11/21/22. Since 11/20/22, I have been promised a refund with Rent The Runway's chat team, customer service team and even escalated to management. I have been promised to receive a check in the mail due to the company's mistake, but this has yet to happen. I follow up with the company every few days and I continue to get the run around. I am always told it will be sent "shortly" or "within 2-4 business days." As of 1/1/23, I have not received the check. I have all of the email communication with this company. The customer service department is awful and they are scamming customers and promising refunds with no plan to deliver on their commitment.

  Customer Answer

  Date: 01/30/2023

  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:01/03/2023

  Type:Product Issues
  Status:

  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.

  Company sent a reminder 2 days prior to charging a late fee that stated the clothes must be returned. The items were scanned into drop-off location on that date of return, but I was still charged the late fee in the amount of $81.94. In the next email I received, it stated "your overdue items were not received back to us and as a result...". Nowhere in the original email did it state that they needed to receive the item. When I explained and asked to be refunded, they offered store credit - which as a side note the service itself is not great. Many of the clothes are outdated and low quality. A dress I received had wire sticking out of it. Was very uncomfortable to try on. I have no interest in continuing to do business with this company. A store credit is useless.

• Initial Complaint

  Date:12/30/2022

  Type:Sales and Advertising Issues
  Status:

  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 joined this organization and had attempted to cancel my membership in the Summer of 2021 because like all their other customers I couldnt ever get my size and the items that came were worn out and low quality. The website initially had said it was cancelled and then prompted me to ask if I was sureTo cancel, and I have that screen shot. This is a corporate card so I was not watching the statements closely but had not placed any orders with this company in over 17 months despite not getting any products from them and canceling the service they consistently charged my **************** a couple hundred dollars a month for 17 months, upon doing end of year taxes, I noticed that they had done this and again tried to cancel the membership and had attempted to contact them directly while disputing this with **************** as they had suggested. The company only allowed me to cancel one month and their website makes it impossible to cancel anything and continues to tell you theres an internal error. They told me they understood and could see that I had not use their service And that they would escalate it to a supervisor who would be able to refund the rest. The supervisor said they would refund one additional month but that I would be out the several thousand dollars for a product and membership that was never used. They have a fraudulent scheme going on where people cannot cancel their services and they continue to charge them whether they receive them or not so basically youre paying for a membership that never gets utilized And they dont honor the cancellations that they have. I am a healthcare provider and was busy treating patients in the height of the pandemic when these guys are robbing people that were working while everyone else was staying home it is terrible and Im also going to file a report with the attorney general this is a scam read their ******* alone. It will show that other people are facing the same problem. This is thousands!

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  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 attempted to cancel my Rent the Runway subscription in October. I went through the process online and assumed it was taken care of. After not monitoring my credit card statements, nor my inbox, I found out I was still charged for two months of subscriptions. Even though I canceled the subscription, Rent The Runway never sent me a confirmation via email. But I do have multiple emails saying my account is paused for the month of October. It shouldnt be possible to pause an account twice in the same month. I feel that Ive been taken advantage of here and would love a full refund of the two months of the subscription @ $350.

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  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.

  Requested a 4 day rental, received on 10.26.22 both dresses did not fit and immediately returned on 10.27.22 and requested replacements. Replacements arrived 10.28.22 @ 4:07pm, they did not fit and were returned at 5:03 the same day (10.28.22). I want a refund as originally requested on 10.28.22 in the amount $ *****

  Customer Answer

  Date: 12/02/2022

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

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  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 used Rent The Runway to rent multiple items several months ago. I subsequently used their return service to return every item I had rented with them, in accordance to their business model. For whatever reason, a bag and pair of earrings was never marked as delivered by their team. I reached out to them about this error promptly and was told by customer service that everything was taken care of, they had received the items, apologized for the error on their end and assured me in writing that I would not be charged or penalized as I had done my due diligence as a customer. They then proceeded to charge me $416 for the alleged "missing items". I have reached out to them multiple times and have been told repeatedly that customer service was wrong to tell me that I wouldn't be charged and it is actually up to the billing department. The billing department is refusing to look into the lengthy correspondence I have with customer service where it is clearly stated that I should not be penalized for these items.I am seeking a full refund and an apology from the company for the abysmal customer service and incredible stress I have experienced because of their negligence.

  Customer Answer

  Date: 11/22/2022

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