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Business Profile

Online Retailer

Rent the Runway, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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

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    Customer Complaints Summary

    • 85 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 and retuned it two days late. It is now four days later and they have charged me $50 a day now including today. I do not know what to do. I'm calling my credit card company are they going to continually take $50 a day from me for an outfit I could not even wear. They are a predatory business.

      Customer Answer

      Date: 10/23/2022

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

      [Your Answer Here]

      They still stole $150 from me by saying they did not have a record of the item being returned asking for date and time when I returned it.  I provided them this information. It was returned on a Sat and they said they didn't receive it back until Tuesday or Wednesday. They were beyond unhelpful when I informed them I planned to dispute the charges with my credit card company they said they would no longer communicate with me if I proceeded with that route.  I did not continue in hopes they would give me a refund of their unjustified charges.  They did not.   

       

       

       

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

      Sincerely,

      *********************************

    • Initial Complaint

      Date:09/23/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      RTR has a monthly subscription service. The App tells you that you can pause this and resume it at any time. In VERY fine print, they note that they will resume the service after one month. One month of this service after a promotional rate is $159! So, an unsuspecting subscriber will pause the service, only to have it resumed until they review their credit card bill. I spoke to them and let them know this wasn't fair, that I hadn't used their service for several months and they pointed to the fine print. It is very clearly a trap to scam people. And it's a LOT of money. This kind of thing is so creepy. I don't think it should be allowed.

      Customer Answer

      Date: 10/18/2022

      Better Business Bureau:

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

      Sincerely,

      *****************************

    • Initial Complaint

      Date:09/19/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Rent the Runway reactivated my membership and charged me on 9/17 without authorization. I tried a discounted trial, then I paused my account and received an email clearly stating that my account was paused beginning on 9/17. Nevertheless, I was charged $251 without using any of the goods or services on 9/17. I have tried resolving this and they refuse to refund me, despite the fact that other customers on BBB have reported the same issues with unauthorized reactivation.

      Customer Answer

      Date: 10/16/2022

      Better Business Bureau:

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

      Sincerely,

      ***************************

    • Initial Complaint

      Date:09/15/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Dear ***/************** became an official member of Rent the Runway (RTR) in October 2019 with the email **************** 2. I paused the account in March 2020 on the app and I also emailed customer service. They replied " account has been paused effective immediately". Hence giving me no concerns. After that month I also switched to another email address. 3. In July 2020 I reopened the account w RTR but changed email to: ************* Using of course same card and same address. 4. I discovered in August 2022 that RTR had charged me a monthly membership fee on TWO accounts for 25 months. Basically when I re-opened, 2 accounts were mistakenly made since 2 different email addresses . AND of course the "old" account having not delivered ANY goods or products for two years. And for that account I have been charged $3600. 5. I tried to get a refund through their billing department for the old account. They only respond via email and they just keep attaching the terms and conditions. They also repeat "you agreed to this when clicking on the app." In the fine print on the app it states they can restart a paused account at any time by simply sending an email. 6. My argument is that when the account was restarted under a new email that should have voided the old account, NOT made a 2nd account. There is no way for the consumer to know when they switch address it makes a new account. In addition when I paused the account the terms and conditions were not stated by customer service. Ie it was not clear and conscious nor did they get affirmative consent to restart it. 6. Murky terms and conditions cannot be a business plan for revenue. In addition NO goods were received. I am asking for your assistance in this matter and to help future victims! THANK YOU!!! Many thanks ***************************

    • Initial Complaint

      Date:09/14/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 subscribed for a membership in April 2022. The company is a rental company for "high-end" clothing. I was not happy with the clothing I was receiving and found I wasn't using it - I think I ordered 6 items and used 1. I went online before the first month was up to cancel it and had the option to pause or cancel. When I'd try to cancel it wouldn't cancel - it would just spin like it was thinking, so I tried pausing it and it accepted that. So I called a customer service agent and explained I paused it because it wouldn't cancel, but I indeed wanted it canceled. She offered to pause it and I said no, I wanted to cancel it. I was informed I had until the end of the month to continue to use it and that I needed to make sure everything I had out was returned before the month was up and I said ok. I looked the following month on my credit card and noticed no charges so felt comfortable it was indeed canceled. Upon paying my bill today I noticed a charge from their company for $254. When I called RTR to dispute it she informed me I'd been charged since June. Indeed I was charged $161 in June, $254 in July, $254 in August, and $254 in September. Unfortunately my daughter works as my assistant and she had not noticed the charges. I explained to the customer service I had canceled the service, I had never ordered anything since April so clearly I was under the impression it was canceled, she confirmed there were no orders from me, I told her I wanted the charges reversed because it was paused when I clearly said canceled, and she indicated they would not reverse any charges. I asked for a supervisor and was denied, told "they'll tell you the same thing". I have filed a fraud claim with my credit card company as this company is clearly practicing in fraudulent practices by pausing instead of canceling services. Even after talking to customer service today, I see once again they did not cancel my subscription and it still shows as active to bill again next month.

    • Initial Complaint

      Date:09/13/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 and wanted arrived it did not fit. I called customer service and they said that I could mail it back and they would give me a credit on file to use towards a future dress. However they never did that and they said that I needed to mail it back within one business day which they didnt mention when I had talked to the customer service rep. ** now I am out $80 on a dress I never wore.

      Customer Answer

      Date: 10/07/2022

      Better Business Bureau:

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

      Sincerely,

      ***************************

    • Initial Complaint

      Date:09/13/2022

      Type:Product Issues
      Status:
      Unanswered
      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 had items I rented from this service. Due to unexpectedly getting sick with Covid along with all 4 of my kids, I was late to send the items back. I received a notice on 8/29 that I had been charged a $62.50 late fee. I returned the items this day on 8/29. On 8/30 I received another message saying to return items or I would be "charged the remaining price for items on 8/31". On 8/31 I received a message I was charged $2,925.77 and told to keep my overdue items. Since I had already sent these back 2 days prior to this message, I was unduly charged this amount. I have sent copies of this communication to Billing and **************** of this company and they are refusing to refund me. I would appreciate help in resolving this ASAP. Now I am starting to accrue interest on this amount on my CC. Thank you, *******

    • Initial Complaint

      Date:09/12/2022

      Type:Product Issues
      Status:
      Unanswered
      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 on Aug 20 to be rented from the 26th-29th. The authorized transaction was for $75.67. I returned the dress at a shipping box on Monday August 29th, but my package was never scanned in or received by RTR. I have been charged over $500 since then by RTR to my card for random amounts over random intervals after this date, and never received any emails or posted information to my account about why or what the charges relate to, how they're calculated. No receipts, no paper trail. I reached out to customer service regarding this and said I returned the dress, I don't have it anymore, I would like you to reverse these additional charges that weren't approved by me as I no longer have the dress and abided by the rental agreement. They said they sent it to billing and I would hear back in 1-3 days. I've not heard anything from their billing department since then.

    • Initial Complaint

      Date:09/08/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      Paid for a monthly service that included swapping clothing items 3x over the month. Received initial set of clothing. Went to swap and while they demanded I return the clothes within 2 days, I have yet to receive my new delivery a week later. The advertising indicates you can order your new items and return the old ones a few days later so youre never without clothing (that youve paid for!) This is false. I have been without my round of clothing for the entire week and the 3rd pert delivery company keeps pushing out the anticipated delivery date. I asked custom service why I am paying for a a device they cannot actually provide and asked for 1/3 of my monthly fee to be refunded. I was rejected and told my communication made her uncomfortable. She ended the contact and I have heard from nobody since then.

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Unanswered
      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 promotional membership With RTR on Aug 17th. The order was shipped however the items were lost during shipment. RTR reissued my shipment but I was charged for a second shipment mid-month which I did not agree to. My membership was changed and my promotional prices dropped as well. RTR did not alert me to the change and did not refund me my money for additional shipments I did not use.

      Customer Answer

      Date: 10/03/2022

      At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:i have not recieved a response from the business 

       

       

       

       

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

      Sincerely,

      *****************************

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

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