Rent the Runway, Inc.

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. They have processed a full refund, as stated 10/** at approximately...

4:50PM while on the phone with Kelly. 
Sincerely,
[redacted]

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:

[Your Answer Here]
 I let RTR know that I had already sent my two other items back prior to sending my cancellation, therefore I would not be able to receive a label unless they sent it via email or let me continue the service I HAD PAID FOR through the remainder of the month. I did not receive my label until May [redacted], after I had already been charged for the dress. I could not return the dress without the label I requested. How could I return the dress without the label I had requested IN MID APRIL and did not receive until May [redacted]? I had to file a dispute with my credit card company, as well.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I was recently robbed, and one of my unlimited pieces was stolen. The person went into my room broke open the plastic lock on the garment bag (I had it all set up to send back that day) and took a Free People Romper. The person who took the romper also took thousands of dollars worth of jewelry from me. Needless to say it was one of the most upsetting experiences of my life.
The day after this happened I called RTR to find out what would happen in this situation. The person I spoke with could not help me and said they would have a member of the Unlimited Team call me back. The next day I still had not heard so I called again and was told the same thing. That night, still nothing so I called again and was told the same thing again. Finally on the third day of calling I was transferred to someone in the Collections Department. I explained my situation for the 4th time.
The person on the phone with me had NO sympathy for what happened. He said protocol is to charge me and that's what they would do. I explained that I had just lost thousands of dollars and a $117 romper was not something I could afford right now. He did not care. He kept saying "I'm sorry ma'am" like a robot. I asked to speak to someone else and he refused and said no one could help me.
I am appalled at being treated like this. Anyone who has had things stolen knows how terrible it feels to have someone go through your things and take them from you. I had very sentimental family jewelry stolen that is irreplaceable. RTR does not care about their customers and only cares about getting their money.
I used this service before and then signed up for their Unlimited Service which costs $99 a month. The Unlimited was basically in test mode but I trusted them and signed up anyways. I now regret using them at all and I hope that this review helps someone else and prevents them from using RTR. I work in customer service and I can't imagine ever treating someone the way I was treated especially if they had just gone through an incredibly traumatic experience. They are trying to profit off of someone who was robbed and that is very upsetting.

I was an unlimited customer with Rent the Runway for nearly 5 months. A rented purse was stolen, which I had to pay for. I emailed with their collections department and they provided me with a breakdown of charges. I spoke with them over the phone and authorized the charge. I was told I would receive a receipt but never did. Two months later, I requested a receipt to send to the State's Attorney's office prosecuting the case against the individual that stole the purse. At that time, I realized that I was charged more than I was told. It showed as a late fee on the invoice. When I questioned this charge, I was told that I wasn't charged a late fee. Luckily I still had the cost breakdown and indeed realized that it was higher than what I authorized. I was then told that they would refund my credit card approximately $50 for this charge. Two weeks passed and I still did not receive a refund. I called four times and was transferred around, told to call collections or that a manger would contact me. None of these things yielded a resolution. Finally, after insisting that I speak with a manger, I spoke with someone who said they would refund my card. I'm hoping it actually happens this time. However, I feel that these charges were fraudulent and more than just a mistake or oversight. I would NEVER do business with this company again and warn others to think twice before doing so as well.

A manager reached out and reimbursed the customer in the amount of
$56.87 on 8/**/2014.  The customer did not want to pay for the cost of
shipping and insurance for the order, because they were more expensive
than the cost of the items that she rented. Per Rent the Runway's
policies,
customers are responsible for paying insurance on each item in the
order, along with shipping costs, unless they are a PRO member. Since
the customer's PRO membership had been cancelled and refunded, per her request, the
customer was technically responsible for those costs. 
However, the manager made an exception and processed a refund on 8/**/14
for both the insurance and shipping, plus tax, in the amount of $16.80.
This refund will take 3-4 business days to show up on the customer's
bank statement.  The customer was refunded $73.67 in total.

The customer, [redacted], attempted to place an orderwith Rent the Runway on November [redacted] and[redacted].  On November**, 2014, the customerattempted to place an order seven times. Six of the seven attempts were in theamount of $155.32. One attempt was for $182.58. These orders were...

notsuccessfully processed because the customer’s credit card was declined duringcheckout. In this particular instance, we reviewed the failed transactionsthrough Rent the Runway’s billing system, [redacted] and saw that each ofthese charges were declined due to the following reason:“Declined  (Authorization with the card issuer wassuccessful but the transaction was declined due to an address or ZIP codemismatch with the address on file with the card issuing bank based on thesettings in the Merchant Interface.)”To summarize, the card was declined because the billing zipcode entered at checkout did not match the information that is associated withwhat that customer’s credit card company has on file. When a card is declinedat checkout, Rent the Runway immediately rejects the funds.What the customer is viewing on her statement is the customer’scredit card company holding the funds as pending transactions. The credit cardcompany typically holds these funds for 3-5 business days. Once the credit cardcompany recognizes that the transactions have been declined, the credit cardcompany releases the funds back onto the customer’s credit card.  Since Rent the Runway does not have any ofthe funds, we are unable to release the funds to the customer.The customer emailed Rent the Runway on November**, 2014 tonotify a customer service representative of these billing issues.  The representative let the customer know thather credit card was declined because her billing address did not match the cardon file. After some correspondence regarding the issue mentioned above, amanager at Rent the Runway sent the customer a screen shot of the declinedcharges.As of December*, 2014, Rent the Runway does not have any ofthe customer’s funds. All eight charges were declined and the funds have eitherbeen released or need to be released by the customer’s bank. On December**, 2014 a Manager at Rent the Runway reachedout to the customer to see if all of the funds had been restored to thecustomer’s bank account.

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]

On February **, 2014, the customer placed order #[redacted] with Rent the Runway. Upon checkout, the customer agreed to our fit policy which is stated in our rental agreement. Below is an excerpt from Rent the Runway’s rental agreement regarding garments that do not fit:
/>
“Return of Unworn Products Due to Size. If Your Product does not fit You, then You may return the Product to us within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting us via email or phone and returning the Product in conformance with the return procedures in Section 4(b) below (a "Sizing Return"). We will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by You of our Products, so long as the Product, in our sole discretion, has not been worn.”
The customer was then contacted on March *, 2014, by a customer service agent to make her aware of the fit policy. The email stated the following:
“Thank you for your order with Rent the Runway! We just want to check in with you regarding your first rental and our return policy.
An important note on our return policy – we only issue merchandise credits for fit in the following scenarios: 
1) you reserve only one dress and it does not fit;
2) you reserve more than one dress and none of them fit. If any of the dresses in your order fit, we consider this a successful rental. We do not issue partial credits or credits for jewelry. We do not issue refunds back to your credit card.
Please confirm you understand this policy via phone at ###-###-#### in order for us to ship your order.
Best,
Rent the Runway”
The customer never responded to this email. The customer’s order was delivered on March **, 2014, and on that day, the customer submitted the return form and contacted Rent the Runway to say that the dresses
did not fit and would be returned within 24 hours. A customer service agent responded within two hours and explained that our fit policy allows the customer to receive merchandise credit, not a refund, which is stated in the
rental agreement.
The order was received back at the Rent the Runway fulfillment center on Wednesday, March **, 2014. On March **, 2014, the customer received a merchandise credit in the amount of $607.50.
On April **, 2014 the customer was contacted and notified that an exception was made. At this time, a customer service agent reached out to explain the rental policy and make an exception to remove the merchandise credits and refund the customer in the amount of $617.50 (adjusted amount for proper refund). The agent confirmed that the refund was processed on that day and that the funds would be available on the customer’s card within 2-3 business days.

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:

Unlike what the business claims, the Saturday exception was not stated in the Pro offer page. Rather, by posting on a different page these disclaimers the business mistakenly believes that the disclaimers become part of the offer. They do not. I cannot agree to a term that is not presented to me and for which I have no reason to search further. I have not overlooked the pricing details in the sense that I have not overlooked that there might be an alternative meaning for the term "contract" somewhere in the Internet. It does not govern our relationship with the business. Random disclaimers scattered around the business' website on pages other than where the Pro membership is sold, absent directions to read said pages, do not become part of the offer. As far as I am concerned, the Pro membership covers free shipping with "no additional costs" for the duration of the membership as we have agreed to when I purchased the service. That means any other rentals I shall ship for the rest of my membership. 
That being said, I have not been contacted by the business for any refunds for even this particular shipping charge. If the business wants to resolve the issue, they should contact me to at least correct this particular wrongful charge.  
 
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]...

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 have tried to work with this business by accepting their more reasonable charge for the stolen dresses even though I still felt that it was unreasonably high, considering that the dresses are used dresses. Customers wouldn't be renting dresses if they could afford to pay full price for the dress, which is the bulk of the consumer population that Rent the Runway is serving. When they reduced the amount, I was already grateful and tried to work with them, but as you can see from the email exchange below I refused to pay anything over the amount of $1286, which was 100% of the dresses. However, Rent the Runway disregarded my email and charged me $1398.53, which is $112.53 more than the total cost of the dresses. I think it's unreasonable for a large company to nickel and dime a customer (who has been loyal, historically never lost an item, or returned anything late) for the extra dollar amount of $112, and I just feel that is ethically wrong. I was already agreeing to your high charges of 100% for dresses that I don't even get to have because they were stolen among so many other valuable items I took on my trip before my wedding. But for this business to be so insensitive and not understanding at all to my situation which was beyond my control, and then try to charge me an extra $112 even if it is for tax, is just wrong. Please see email exchange below for reference.
On Jul **, 2015 at 12:32PM EDT "Collections" <[redacted]> wrote:[redacted] 
[redacted]e <[redacted]>Jul ** (5 days ago)to CollectionsThank you. I really appreciate you working with me in this already terrible situation. I've been a good customer with your business, and have never damaged any dresses that I've rented or returned anything late. This is definitely more of a reasonable charge for a situation that was out of my control. I take really good care of things and it is just unfortunate that someone would shatter our car window and steal from us. The total charge of $1286 is authorized. This dollar amount should already include all taxes. I do not authorize any additional dollar amount that exceeds $1286.  
 
 
 
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 have determined that my complaint has NOT been resolved because:

I am not satisfied with their response.  The timeframe in which I ordered the dress was barely within their "30 day cancellation policy." The event being cancelled just before the event was out of my control.  Despite indicating the cancellation policy is agreed upon during checkout, it was nowhere to be found on the website when I searched for it.  I think they should make it more accessible prior to the checkout.  Judging by the numerous complaints towards this business, I am not convinced that if I do use the $85 credit they will not scam me somehow. This business has customer service that is absolutely horrid. I would not recommend this service to anyone. BUYER AKA RENTER BEWARE...
 
 
 
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. 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]

[redacted]  **  [redacted]
RTR Response:
Customer placed order #[redacted] to arrive on October [redacted], 2016 and return on October [redacted], 2016.  Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the [redacted]. Customer was contacted on October [redacted] to add in replacement options.  Customer selected five replacement options.  Order arrived on October [redacted] as scheduled.
Customer contacted Collections Team on October [redacted] regarding the order not having a return scan.  Customer stated order was returned to a [redacted] dropbox on October [redacted].  An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked.  An investigation takes up to 8 business days to complete.  On November [redacted], 2016, there were still no updates on the package.  Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched.  Customer was never charged a late fee.  On November [redacted], Collections informed the customer that the customer would not be liable if the merchandise is not found.
Merchandise never arrived back to RTR’s fulfillment center and customer was never charged late fees.
This case has been closed via RTR Collections.

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]

I rented something over the recent July [redacted] holiday. The return was due back on July [redacted], which was a Sunday. This is copy and pasted from Rent the Runway's website, regarding their return policy:
"Although UPS is closed Sundays and holidays, you can still take your return packaging to a UPS drop box (click here to find the nearest drop off location). If you can't make it to a drop box on your rental return date, please mail your order back by 12pm the next business day. "
"4. Visit a UPS drop box and place the entire case inside. No box required."
I dropped my return at a certified UPS drop box location at 7:30AM CST on July [redacted], the first business day after a Sunday and a Holiday. UPS did not delivery my return until July [redacted].
I provided picture documentation to Rent the Runway as proof of where I dropped, but they charged me $250 for a late return. They told me I should've taken it to a store and it was my fault for the late return. I have returned 3 other items to them using the exact same method, because it is what they suggested on their website.
I will never use them again and I would suggest no one else does. You could be liable for up to double the price of the item you rented, per their website. According to their actions, if UPS loses your item, you may have to pay thousands of dollars for a designer item. That isn't a risk I am willing to take, and I even paid $14.95 for their Pro insurance package.

My wife used them for a recent wedding in NYC for the first and last time. Everything went very well until we returned the dresses. We stayed in an expensive boutique hotel and the day after our event I asked that the hotel arrange a [redacted] pickup. They agreed then immediately failed to do so. 9 days later we were notified by RTR that we have accrued $435 in late fees! I immediately contacted the hotel and resolved the issue then argued and eventually settled for them covering $200 of the total fee. RTR declined to reduce their fee to help with the other $235. My issue with Rent The Runway isn't their dresses or their service or the fact that they charge late fees. My issue is that they waited 9 days and $435 before notifying us they didn't have the dresses. That is unethical.

Be aware of what you're getting into when you purchase a PRO membership. Not only does it automatically renew (which I find shady but sadly is common among subscriptions these days) but they also don't email you at all when they re-up the membership. I'd have expected a "your membership will automatically renew this month" or at the least a "your membership has automatically renewed and we have charged you". Not the case unfortunately -- I only noticed the renewal when I checked my CC statement.

In case [redacted], the customer writes that she paid a $25 fee to visit our Flatiron showroom. When trying to contact the Flatiron staff to reschedule her appointment, she was unable to reach anyone that could help address her concerns. She assumes that by not showing up she will lose her $25, and...

expresses additional frustration that she is unable to reach anyone to discuss.Though the customer states that our NYC location “requires you to pay a $25 fee for entering the store to try on clothes,” this is actually not a standardized fee. The $25 fee only applies to appointments for one-on-one styling sessions, due to the additional expense of pulling dresses from our warehouse specifically for these appointments. For customers who wish to come unannounced and browse through selections that we have on rack, we are able to accommodate walk-ins at no charge. Additionally, our staff at the Showroom is not always immediately accessible by phone if they are assisting customers in-store, but we do have a general help line where our Customer Service team can address all general or Showroom-related concerns.Typically, no-show appointments at our Showroom are nonrefundable, but we are always willing to offer reimbursement for the $25 fee if there has been any lack of communication or inconsistency on our end. To this point, a representative from our Customer Service team will be reaching out to this customer personally to address any further concerns and to ensure she has been properly reimbursed for any inconvenience with her Showroom experience.

Buyer beware!! If you are the slightest bit late with your return, you will automatically be charged double the inflated value of the merchandise. Beware of the fine print, you will be charged $50/day/order it is late. These fees are exhorbant; they have little interest or incentive to work with you in the name of repeat business.
Do not rent from them, you will regret it.