Rent the Runway Corporate Offices

I gave it 3 stars due to great customer service. However, they deserve 2 stars. I started using Rent the runway about two years ago. In the beginning they were great. Their customer service is excellent and the return/pick up service is great too. Unfortunately, for the past 6 months multiple orders had garments unkept, super wrinkled and some of them even dirty. Not worth the price. They were able to send replacements. Several items on sale that I bought, were dirty or significantly damaged/ overworn, which I was able to return. I had to cancel my membership as its quality has dropped consistently.
Apr 24th, 2023

Dress did not arrive on time for the specific event for which I rented it. Youd think a company thats totally dependent on shipping would have their shipping more together than this. Even Amazon gets it right, guys. I had to scramble to find a dress at the last minute. Got a refund but feel like I should have gotten a rental for free as an apology. Will not be using the service again.
Mar 14th, 2023

Im so disappointed in rent the runway. I signed up a year ago and had a few good experiences and then it went downhill. The icing on the cake was my last order. Of the four items only one was wearable. Whats worse is that the reviews I submitted for the other three were deleted or just not posted. The one positive review I wrote was indeed posted. Very shady!! One sweater arrived so badly worn and with so much pilling, and a blazer arrived that couldnt possibly be worn, unless I paid to have it pressed. Membership canceled.
Jan 26th, 2023

Their location in Georgetown DC closed permanently but not before hiding my review from my freshman year of college where I detailed cops being called on me and my 4 friends for stealing ball gowns. 5 black teens in Georgetown. They had someone from the store follow us while the police pulled up with a wagon planning to arrest 5 people. The police quickly realize how ridiculous the call was since we were all wearing shorts and crop tops with only an empty flat book bag to hide anything, which we consented to being searched. Ball gowns, you know those high volume puffy dresses, were no where to be found. This was after being a customer of theirs because I rented a dress for a pageant. The location is permanently closed but I wouldnt surprised if this kind of thing happened elsewhere.
Jun 13th, 2023

Never order from here. I used their courier pickup option for my return ,received a text message CONFIRMING the pickup, and then later received a call from the courier saying they never picked up the return despite the text message confirming it had been? I reached out to rent the runway customer service right away and submitted the TIME STAMPED messages from the courier . I was told these would be submitted internally and I would not receive additional charges for the membership or related to the items. Prior to explaining the courier confirmed the possession of the items via text, the service representative told me to submit a police report if stolen but did not clarify I needed to do so again after explaining the entire situation as it involved THEIR courier. Fast forward 3 weeks later, I receive and email stating all of the clothing items are late and I need to send over a police report and implied I would be responsible for all items. I tried contacting representatives again over chat and via phone but they all would not help and stated I could only find out what is going on through the email thread. Im so disappointed in the horrendous customer service I have received and will be making a point to warn my friends and coworkers to never use Rent The Runway.
Mar 9th, 2023