As much as I love the service and the clothes are great, I’m going to start looking for another service. I started the plan with 5 spots a month with one swap and over a short time I am now up to 13. In spite of contacting customer service multiple times I can’t seem to roll it back. The app doesn’t let you order less if you have open slots. It’s totally confusing. I travel a lot for work so getting things in time for upcoming trips is important so I had to add 8+ items based on timing and limitations of the app just to be sure I got the few things I actually wanted. Which has resulted in a lot of things I’m not wearing. I have spent countless hours back and forth chatting with customer service and get different answers. The last time was I couldn’t order less until May 5th but again they were happy for me to place the order before that date for 13. I have 3 events this week so I just did it BUT it seems crazy that someone couldn’t just help me get 4 things. The service reps are prompt and friendly but overall the program is very inflexible and the reps seem to have no way to help you with doing anything but adding more cost and pieces. I am not trying to order a lot and pay less I’ve been just pleading with them for 2 months to get me back to 5 and it’s proven impossible.

I was so happy with Rent The Runway until coronavirus changed things. They used to have great customer service and were consumer friendly. They were sending me notices each month about either extending my monthly hold or coming back. The. They stopped, I didn’t realize it and they charged me two months, over $300, and would not refund me. I obviously rented nothing for those two months. I decided to stick with it, with the new plans, and not cancel, yet. But that was very poor customer service for someone who has been a customer for many years, almost since the beginning. Now it takes two days to speak with someone, they sent me an email that they received my return on two items I never received, and I now need to re-rent and what’s with the plastic bag they are sending rather than the blue one? It’s strange to not have any heads up that the bag is changing. I wasn’t sure if I should be sending back my items in the plastic bag. But I did and hope it’s correct. Anyway, I may not renew starting July. I think I want to try a different service to compare.

My review is related to the RTR service, not so much the app. I found customer service to be incredibly unhelpful, so I wasn’t sure where else to turn with this complaint. If you use this service, be very wary of what you select. If the clothes don’t fit you or flatter you, you can’t exchange them for new items or sizes. I tried 8 items from here, and only one worked. I loved the dress that worked, but was extremely disappointed in my overall experience. It’s not like purchasing clothes, where you get a refund when it doesn’t work and you return it. You spend money on these items no matter what, and when nothing works, you’re still out the money. Customer service said their exchange program had been discontinued, and offered me credits to rent extra clothing… that’s fine, but those credits had to be used for the next month, and I did not need any rentals. To me, this program is high risk low reward unless everything looks great on you. For reference, I am 5’10”, 175lbs. 30” waist and pretty average proportions. In my opinion, they should re-instate the exchange program, otherwise you take a very big risk renting clothes from RTR.