Rent the Runway, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The customer placed an order with Rent the Runway on July ***, for one dress and one clutch, totaling $charged to her credit card and $taken out of her Rent the Runway merchandise creditsThe customer placed the order to arrive on 7/**/with a return date of 7/**/
Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below As of 08/**/2015, it was confirmed that the customer had not returned the clutch back to Rent the Runway, resulting in the late fee charges of $to the credit card on file. After communication with the customer and a Rent the Runway internal investigation on the package, on 9/*/2015, Rent the Runway has refunded the customer the $of late fee charges as a courtesyThis case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August ***, Rent the Runway collections department noted the return scan on the customer’s order ***, and concluded that the Silver Lattice clutch had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policyThis resulted in a charge of $to the credit card on file.On September ***, the customer called Rent the Runway customer service, stating that the clutch was returned on time on July ***, making the customer’s return within the valid time frame to not receive late feesThe customer service representative stated that the collections department handles all late fee inquiries and that she would email the collections department with the customer’s case and informationOn September ***, the customer service representative emailed the collections department on behalf of the customer.On September ***, the customer called Rent the Runway customer service once again, stating she had not received a response from the collections department about the late fee inquiryThe customer service representative apologized, and stated that a Rent the Runway promotion code would be sent to the customer via email for the inconvenience of the delayOn that same day, the customer service representative emailed the customer with that promotion code.On September ***, the collections department emailed the customer asking for details of the return of the items to further investigate the package, and the late feesThe customer responded back with details of the return, and requested a refund of the $late fees that had been incurred.On September ***, the collections department responded to the customer stating that the internal investigation had been finalized, and the customer would be refunded the late fees on fileAt 7:30pm on 9/*/2015, the customer was refunded the late fee of $and all negotiations have been finalizedThe customer thanked the collections department for the refund.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found belowAll customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late FeesIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page of the “Shipping: Delivery & Return” section of their FAQ page Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time deliveryWhen a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a *** store located in the United States by p.mon or before the product return date specified in your orderIf you do this, your package will be scanned by *** by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking numberReturns should be sent to the following address: Rent the Runway*** *** ***
*** ** ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $per day will be charged to the credit card you used for the order (or to any other credit card included on your account)You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales taxThis late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each productFor example, if you rented two items in one order, you will be charged $per day, not $per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

The customer purchased the PRO membership on 5/**/Our
PRO membership costs $and it gives the customer free standard shipping, free
insurance, and a free birthday dress up to $for one year.
On the Rent the Runway home page it states “Rent all year
long for $29.95/year,” advertising the benefits of “Free Shipping, Free
Insurance, Free Birthday Dress.” The PRO
membership homepage does not explicitly state that free shipping only covers
standard shipping costs on orders, which is the reason that the customer felt
misled. Weekend and next-day delivery
costs are not considered standard shipping costs, but PRO customers are still
given a benefit of a reduced $rate on orders that are sent by these
methods
On the product’s landing page (***)
there is an option to click the “Common Questions” link, which states the full details
of the membership:
“For $29.95, you will receive free standard shipping and
insurance on all orders placed within one year of purchase datePlus, you will
receive a $rental credit for your birthday month.”
“All standard orders are available for free shippingAll
weekend and next-day deliveries will be discounted $9.95.”
“You’ll receive a $promo code one month before your
birthday and again two weeks before your birthdayOffer is valid on any rental
items and has no minimum - happy birthday to you!”
How to cancel: “Email a stylist at ***Your PRO
membership will be renewed one year from your purchase date unless you cancel
Current memberships are non-refundable once you’ve
placed your first PRO rental order.”
If the customer had not clicked the “Common Questions” link,
she would not have seen these details
The Customer Insights Team Manager from Rent the Runway has
emailed the customer and refunded her in the amount of $on October *,
because of the miscommunication This refund takes 5-business days to show
up on the customer’s billing statementRent the Runway also let the customer
know that they will honor the free shipping for any future orders, until
5/**/which is when the customer’s PRO membership expires, since there was
confusion around what the PRO membership entailsOn October ***,
2014, the customer was also told that in order to use the PRO membership on any
non-standard shipments, she will need to contact Rent the Runway and a
representative will have to refund her for any additional shipping charges

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Company failed to provide promised service. I received two filthy dresses that could not be worn to my event. I promptly contacted RTR customer service to inform them of this and was told to email pictures of the dresses, return dresses at my earliest convenience and I would receive a refund. Instead of being simply refunded for the filthy dresses and RTR not fulfilling their business obligation of providing their promised service, they fraudulently charged me a day late return fee for service that was not rendered at all. Dresses were picked up by *** on time on 11/*. Instead of not inconveniencing me as a customer even more for not fulfilling their service, they charge me over $for a service they DID NOT PROVIDE
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I would like to reject the 5/** reply from Rent the RunwayI have carefully searched my emails, and they did not email me on February ** as they statedIt is ridiculous that even their own description of events would not have allowed for any communication before charging a good customer $1,They never emailed me about the dress damage
They also have the sequence reversed for the events on April *I reached out to them by chat, and was told that I should email ***I did that within the hour of being told to do so, at Tue, Apr *, at 6:PM Pacific Time, (or 9:p.mET)I am happy to provide the Revdex.com with that email, which they claimed I did not sendI'm not clear why they would both say that I emailed them at 9:p.mET and then say I never emailed themI believe that my chat with the representative may have started at 9:p.mET but I do not have the records they have of an online chat.
I also maintain that the dress damage was regular wear and tear because it happened while I was seated at a table, not while sitting down or moving aroundThe outer layer of the dress was ripped, which must have been due to previous use of the dress.
Thank you,
***
*** *** ***
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

On January [redacted], 2015, the customer placed an order with Rent the Runway for two dresses, totaling $59.76. Upon checkout, the customer agreed to Rent the Runway’s “Terms and Services” which states the following:You agree to treat the Products with great care, as if it was borrowed from your...

close friend. You are responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than normal wear and tear. Normal wear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage covered by the insurance you paid for with your rental of the applicable Product. If you return a Product that is damaged beyond normal wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.Rent the Runway also states the following in the FAQ section of the website:“We understand that some wear and tear may be inevitable. The $5 insurance fee covers minor stains and damage, but significant damage and theft is not covered under insurance.”The customer received both of her dresses on time, and returned them back to Rent the Runway on the correct date, February [redacted], 2015. Upon return of the item, Rent the Runway found that one of the dresses had an irreparable rip. The dress that had the damage was the size 10 of the “Icing On The Cake Dress.” This dress retails for $1,295. Rent the Runway was unable to rent out this dress again, because of the damage.On February [redacted], 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:[redacted]The customer never responded to this email.On February [redacted], 2015, the customer was charged $1,295.00 to her credit card on file. On April [redacted], 2015, the customer emailed Rent the Runway at 9:05pm EST. Rent the Runway did not respond to this email, since the customer then proceeded to use Rent the Runway’s online chat feature to speak with a customer service representative.  The representative let the customer know that she needed to email [redacted] because it is a separate department. This conversation ended at 9:33pm EST, with the customer stating that she would email [redacted].The collections team at Rent the Runway never received this email.Rent the Runway considers this matter resolved since the customer damaged the dress beyond repair, and has paid for the dress.

The customer placed an order with Rent the Runway on December [redacted], 2014 for two saleable items one being the “Metallic Luxe Tight End Tights in Black Silver” and the other being the “Black High Waisted Tight End Tights.”  The customer used store credit in the amount of $70.93 and the remaining...

$3.27 was charged to the customer’s credit card. According to Rent the Runway’s records the customer received the “Metallic Luxe Tight End Tights in Black Silver” on December [redacted], 2014. The customer did not receive the “Black High Waisted Tight End Tights.”On January [redacted], 2015, the customer emailed stating the following:“[redacted] [redacted] [redacted]Today is 01/**/2015 at [redacted].”That same day, a customer service representative responded and apologized to the customer and stated that she put in a request with Rent the Runway’s fulfillment center to see if the “Black High Waisted Tight End Tights” could be sent out to the customer. The representative asked the customer to confirm if she received the “Metallic Luxe Tight End Tights in Black Silver”. Rent the Runway did not receive a response from the customer.On January [redacted], 2015, a customer service representative reached out to the customer to let her know that Rent the Runway would be able to send the “Black High Waisted Tight End Tights.” The representative asked the customer if she would still like to receive the tights.Rent the Runway did not receive a response from the customer.On March [redacted], 2015 a Manager from Rent the Runway emailed the customer to apologize for any inconvenience and issued the customer a refund in the amount of $3.27 and issued a merchandise credit in the amount of $37.01, which is the cost of the “Black High Waisted Tight End Tights” plus tax.  The manager also offered the customer a promotion code of 25% off her next rental with Rent the Runway.The manager let the customer know that Rent the Runway had not received any of her emails previously and provided her with Rent the Runway’s contact information. This case is considered settled on Rent the Runway’s end.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received a confirmation email that Rent the Runway received my dress on December [redacted], 2015 at 9:14am. Furthermore, I detailed where I dropped my dress off ([redacted] box) and attached a picture of the rental dress AT the [redacted] dropbox location on November [redacted], 2015 (the rental due date). 
Rent the Runway set my dress rental return date as November [redacted], 2015. I dropped the dress off on this day. [redacted] was closed due to the Thanksgiving Holiday on this day. Rent the Runway's rental return system is flawed and did not account for [redacted] being closed on a holiday. I was told by Rent the Runway not to use this box again, and to drop off my dress AT the [redacted] store. But if the stores are closed for the holidays, what else was I supposed to do?
I have proved that I returned my dress according to Rent the Runway's return directions. Rent the Runway has blatantly just lied about receiving the dress after December [redacted], 2015. They received the dress a full ten days before this and they received proof that I dropped my dress off on the RTR return date.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]

I had an extremely bad experience with Rent the Runway! One of the bracelets I rented had a loose clasp so I accidentally lost it. I contacted Rent the Runway and was told that they were going to charge me 200% of the retail value of the bracelet! 200%! I think that is extremely unethical to charge customers 200% of retail value of an item especially all their items are not even new, they are all used. I would not recommend using this company.

I was so excited to rent a dress from rent the runway because they are so beautiful. I rented one for a wedding and received it the day before the wedding. I remember asking for 2 sizes just in case. I got one size and it was way too small and I wasn't able to wear the dress. The next day I had some medical issues (private) and was not at home for a few days. I was not able to send the dress asap and was charged almost the full amount of the dress because it was late. I understand late policies but I was having medical issues and told them that. They then said they would refund the $ no problem. Then a week or so goes but I did not get any refund. I emailed a customer service rep who said they can't give me a refund now. So I reminded them I had some private medical issues and was not able to be home to send it and they asked for me to send my medical documentation (which I will not do because all of my information is private--hippa law). I'm just disappointed with this company now and do not feel I can rent anything else from them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for all of your help. It was not until I contacted the Revdex.com that a [redacted] contacted me and resolved my issue!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

The customer placed an order with Rent the Runway on December [redacted] for the “On A Roll” Dress dress in two sizes, a pair of earrings and a necklace set, which totaled $65.20. The customer placed her rental to arrive on 12/**/14 with a return date of 12/**/14. Upon checkout, the customer agreed to...

Rent the Runway’s Terms and Services which fully explains the company’s late return policy.The customer returned the On A Roll Dress and the pair of earrings back to Rent the Runway on time, and was not charged any additional fee for these items. As of 2/**/2015,  Rent the Runway has not received the necklace back. In accordance with Rent the Runway’s late fee policy, the customer was charged 200% of the retail value, which totals to $340.00 + tax, equaling a $355.00 charge. A member of the Collections Team at Rent the Runway informed the customer of these charges. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On 1/**/15 a representative from the Collections Team emailed the customer informing her that Rent the Runway did not receive the necklace set back, and to check if she forgot to return the item. The email also stated that failure to respond to that notice by 1/**/2015 will result in the credit card on file being charged the applicable late fees due on your account up to the 200% retail value of that item. The Collections Team never received a response to that email.On 1/**/15 Rent the Runway charged the customer in the amount of $355.00 for a non-return of the necklace set associated with her rental. The Collections team gave the customer an extra week of grace period to respond to the email. The amount of $355.00 went on the customer’s credit card on file. At this point, the customer was charged 200% of the retail value of the necklace set plus tax. The customer emailed Rent the Runway on 1/**/15, stating that she did not know what the Collections Product charge was, and she requested a full refund. A customer service associate informed her to email the collections department because the charge was due to an item that was not returned in her rental. The Rent the Runway customer service associate did not receive a response to this email and the Collections team did not receive an email. The customer emailed Rent the Runway on 2/*/15, stating that she was charged for a dress that she returned to Rent the Runway, and that it was an unauthorized charge. A customer service associate responded to the email stating that the charge was for the non-return of the necklace set, and prompted her to email the Collections department to discuss the charge. The Rent the Runway customer service associate did not receive a response to this email and the Collections team did not receive an email.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found below. All customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page.   Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: [redacted]
[redacted]
[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I never received any emails or phone calls regarding this situation, but my bank has refunded my money due to fraud regarding this company.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
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[redacted]
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RTR Response:
The customer placed an order with Rent the Runway on October [redacted], 2016, for the “Black Nicks Dress” in two sizes, which totaled $32.48  to the credit card on file. The customer placed her rental to arrive on 11/**/2016 with a return date of 11/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.
On Nov *, 2016 10:30 am,  the customer called Customer Experience and reported that the dresses she received arrived in less than pristine condition.  This quality issue was notated by a representative, and a pending refund was placed onto the account.  The refund processes once we receive the order back to us.  The refund of $32.48 was processed on 11/**/16 at 11:27 am.
On November [redacted], customer emailed Customer Experience at 2:24pm to cancel her RTR account.  Customer’s account was cancelled at 2:51pm.  Customer also emailed to report a late fee charge of $324.75.  Customer had previously spoken to Customer Experience team and was told to email [redacted] to further discuss late fees.  Customer stated that she had called Collections and left many voicemails on 11/**, was instructed by Customer Experience to email Collections directly to receive a prompt response.  Customer stated that the order was returned on 11/*, did not present proof of this.  Order was received back to RTR on 11/**, resulting in late fees. Order was initially picked up by [redacted] on 11/**, when it was due to be scanned in by 11/**.   Collections associate returned the customer’s call on 11/**, could not reach customer so a voicemail was left for the customer to call back.  Late fees have not been refunded due to late return.
Late fees are outlined in RTR’s Terms of Service:
You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due.
LATE FEES. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.

AWFUL experience with this company!! BEWARE. . . I rented a dress and then ended up being dreadfully sick with the flu. I never wore it and it stayed in the mailroom of my employer (where I had it delivered). I got back to work and returned it and it cost me almost $400. No grace . . . no discount. Nothing. NEVER AGAIN and I will tell everyone I know to STAY AWAY!!!!!

Please please please do your research before you ever waste your time and money on this company. I read plenty of reviews warning me against it beforehand and I didn't adhere to their advice and I sincerely regret it.
I ordered a dress for a New Year's Eve Gala my boyfriend and I are attending tonight. The allure of renting an Herve Leger dress for $45 pulled me in about a month ago and I scheduled the dress the come a day in advance as the site says "it's stylists recommend." I chose to rent it for 4 days -- you can chose 4 or 8 day rentals and I wasn't going to pay double for only needing to wear it for a day, however clearly that's what is required in order to have a successful experience with this service. This was my first time ordering, so I even got 20% discount. I thought this was the greatest thing I'd ever heard of, in fact I even raved about it to a dozen of my friends, I see now that it was a scam and too good to be true. I received a notification from the company that my order had shipped and was scheduled to arrive at 8 PM the night before-- that was perfect! However, yesterday (the night before) I clicked the tracking number and it said my order would not arrive until Monday, January [redacted], two days after I was supposed to have shipped the dress back to them. I emailed the company and sat on the customer service hotline for a half hour this morning... Apparently this happened to nearly everyone who ordered a dress for New Year's Eve according to customer care...what kind of service is that? They didn't even offer to send another dress, do same day shipping to me as they should've... The only thing they told me was I could go to one of their locations and look for a new dress, but there would be a long line for fitting rooms because it's New Years Eve... When I shouldn't have to do that because I planned ahead.
So now I'm dressless on the day of my event, out all the money I spent, and I wasted a hell of a lot of time waiting around for answers.
If you'd like your special event to be ruined, order a dress from Rent the Runway.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...