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:10/21/2022

  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.

  Returned 6 items using the *** return label provided by Rent the Runway. Because it was ***, I handed the package off directly to my *** driver when he passed through. The package was somehow lost. Rent the Runway is now harassing me to pay for the lost items. They asked for details regarding the return. I explained very clearly that I used the return label they provided and that I handed it off to the *** driver. Their response was that handing it off to a *doorman* was not an acceptable form of return because it involved a third-party. I corrected them and stated that no where was a doorman mentioned. I specifically said I gave it to the *** driver. They then came back and said handing it off to the *** employee was still considered a third-party transaction. This reasoning is inexplicable to me. However, I then pulled information directly from ups.com saying they readily accept packages via handoff to their drivers. When I showed this to the company, they continued to say that it was not an accepted form of return. If they want to use ***, they accept all *** policies. I am not sure why using their own provided return label and following the instructions of their chosen shipping company ends up as an unacceptable method of return. They need to adjust my account and stop harassing me on the matter.

• Initial Complaint

  Date:10/19/2022

  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 have been a member for five years. I placed two orders for two separate dates. Didnt receive the first, even though my credit card was charged. I inquired with customer service and provided them an Order number. They said they could not locate my order and kept telling me it must be under a different email. It was not. Long story short, they now say it was a technical glitch and I will not be receiving any items ordered. My credit card is still charged. They claimed the billing team would get back to me within 48 hours. They did not. This company has gone completely done hill since becoming public. They have lost a customer.

• Initial Complaint

  Date:10/18/2022

  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 accidentally missed my pause date and then was delayed in ordering due to Hurricane *** and being in an affected area with power loss and mandatory evacuation. I spoke to the company and they told me to go ahead and order so I placed my order and received it on October 15th. The due date was then October 16th!!!!!!!! I had just returned home and was opened the package on October 18th and they were already counting it as late. I contacted them about the due date on October 18th when I opened the bag and noticed. The company said I could keep it 3 more days but that was it. That is not enough time to even wear all the outfits. I would like a chargeback at this point and am highly disappointed with this company. I don't understand why they told me to place the order if they were going to make it due the next day! What is the point???? So they wanted to pretend they were being accommodating for disaster victims but they in fact were not. They should have told me if I ordered it would cost me more money or they would be due to be shipped back the next day. Also I only received 4 of the 5 dresses I payed for. I could get a different 5th they said if I payed the extra $75 on top of the $140 I already paid for these dresses.

• Initial Complaint

  Date:10/13/2022

  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.

  I purchased a pre-worn dress from rent the runway. The dress did not fit so I sent it back. I read the website return information on their Q&A page. I did not see anything that said that if I returned it after seven days, they would not issue a refund. I paid for this dress, paid for shipping and returned it. They've told me that if I want the dress back, I have to re-purchase it. I offered to pay shipping to get it back and they said there was nothing they could do for me. They are keeping a dress I paid for and will re-sell it. That is unethical! I apologized for missing anything that says I can't return a purchased item after 7 days but I still cannot find this policy on their site. This was not a rented item but a purchased item. I've uploaded the return info i found on their site which says nothing about them keeping a return and the funds if sent back after 7 days. Please help me, this is wrong.

  Customer Answer

  Date: 11/07/2022

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

• Initial Complaint

  Date:10/13/2022

  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 ordered two dresses from RTR, for dates of service 10/7/22-10/10/22. The morning of 10/7/22, I received an email stating my return was complete. I had never received the dresses. I immediately started a chat with a RTR representative, who stated they would ship a backup dress and accessories out, next day delivery, so that I would have a dress for my event. Only one of the dresses was still available. I spoke with **************** from RTR regarding the $129.85 charge I incurred from the rental, and was told the charge would not be reversed due to a dress being sent out. The order was never sent to me and then one of the dresses suddenly became unavailable, although it was during the rental period. After contacting RTR, they shipped one of the dresses next day, however I was still charged for the error they made. They are now saying they made up for it by sending 4 items as replacement.Sending one of the dresses does not replace my order or account for the extreme inconvenience. RTR is refusing to give any kind of refund.

  Customer Answer

  Date: 11/07/2022

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

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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.

  Hello, I rented several dresses through Rent the Runway and returned them by the due date on October 3rd, 2022 at the ************* where *** picks up the items (shipping # ******************). However, **** says *** picked up the items but *** did not scan it in the system yet. These have been dropped off and I have very much completed my end of the shipment--I cannot be responsible for what happens once an item goes to **** or *** for the return. However, Rent the Runway is now sending me multiple late fees and arguing that I am responsible for the goods, which are in the possession of **** or *** in *********, **. It is unclear who as they have not been scanned in the system. Regardless, we have not been able to file the claim ourselves as it was not scanned in the system and because we did not generate the shipping label. Rent the Runway's response to charge me the full cost is unfair, fraudulent, and nearing criminal. The correct response is for them to file the claim against **** or *** rather than charge the customer who completed their end of shipment correctly. Please advice and help correct this situation.

  Customer Answer

  Date: 11/05/2022

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

  To further update you, we have filed complaints with the **** for further investigation in this manner. We have also extensively discussed with our local *** branch but they were unable to provide any further information. The **** states that the package was picked up from ***, but no one is able to provide any further information. We have no longer received any direct communication from Rent The Runway but the website now states "received at RTR" for each item. The last communication we received was that we were being charged for the items.

  
  
  Sincerely,
  
  *********************

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  I signed up for a membership plan August ********************************************************************************************************** August. I figured if it was a great experience, I would continue to rent dresses/outfits for future events. When I signed up, I thought that the $150/mon would include the cost of rental. There is NO WHERE ON THE **** that says you still had to pay for the rental and not all of their items are included in the membership!! The only benefit to paying for a membership is being able to keep the items longer. That's not a benefit to me! They charged me for 3 months and only refunded me for 1 month even though I've never used their service. They told me the could not refund my money. I told them that it was wrong for them to charge me when they were deceptive in their membership plan AND I haven't even used their services!! NO SERVICE WAS RENDERED. I even asked if they can at least give me RTR credits so I can make use of the money I paid for the 2 months of membership and they still said no!! You cannot take payment for something you haven't rendered a service for, especially a misleading service!!!

• Initial Complaint

  Date:10/05/2022

  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 canceled my rent the runway subscription on September 4th. I received a late fee email on October 3rd at 4:00pm reminding me the clothes needed to be returned by October 4th. I was planning on returning the clothes after work. Rent the runway did not give me a specific time on the October 4th that they needed to be returned. As I was leaving work to head the post office, rent the runway changed me $406.73. I believe the wording is unethical when a return by means that is the last date to return. I returned my clothes at 5:00pm on October 4th once I got off work. I would like a refund due to the misleading wording that rent the runway has used with their return dates. I believe consumers of rent the runway should be protected from these unethical practices they are using with membership cancellations.

• Initial Complaint

  Date:10/05/2022

  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 signed up for a month box of 3 dresses and an accessory. The shipment arrived and I quickly realized that the dresses did not fit. Despite my hours of picking the perfect dresses based on their sizing guide and reading reviews. I even sized up to try an her get the right fit. The wedding Im going to is on October 8th. I need a black dress and floor length. When speaking with the rep about my disappointment, I requested a refund. I was told I was not allowed a refund. They would only give me dress credits. There are no black dresses in my size floor length available for this wedding. The customer service rep agreed they cannot fulfill an order for me. They are keeping my money and refusing a refund. I want my money back.

• Initial Complaint

  Date:09/29/2022

  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.

  I have been a customer of ******************** (***) for several years. On 8/16/22, I contacted *** to inquire if I could have a refund of my monthly membership fee, since I was not wanting delivery during August. The representative told me that was not possible; I then requested to cancel my membership. She said I still had the option to go ahead and order rentals for the August month. I did, and received the order on 8/19, according to my emails from them. Since I received the rentals so late in the month, I knew I would be keeping them until September, which, historically, I have been charged $39 for the additional month.On 9/20, I saw an email saying I was being charged $578.71 to purchase overdue items. I was very surprised and went to look at my credit card charges. I also saw I had been charged additional fees of $64.20 on both 9/16 and 9/19, for total charges of $707.11. After doing a specific search for *** emails, I found they had sent me emails about these charges. These emails were not highlighted, did not go into my primary email, and went unnoticed in the hundreds of emails I received that week. I filed a dispute through my credit card company 9/21/22 and returned the items on 9/22/22. According to my *** tracking number, the items were delivered 9/26/22 to ***. I have received no notification from *** they were received.I feel I should have been told upfront by the *** representative of the change in charges for rentals kept into the following month, particularly since the order was placed so late in the month of August. I also know the email could have been sent high priority to make it more visible, or I could have been notified by text because they do this when they ship deliveries. I feel this was a way to attempt to cover themselves without being fully transparent. I agree I should be charged an additional fee ($39) but to charge such a significant difference without better notification, is unfair, and the process itself is somewhat deceptive.

  Customer Answer

  Date: 10/24/2022

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