Rent The Runway

I can’t get in contact with anyone. I purchased a membership and prepaid for my birthday dress. The app won’t allow me to choose a dress and no one answers the phone. Will dispute with credit card.

Love this store. Super cute and there is plenty of selection. I always have my Beautiful stylist Destiny help me out to pick some stuff out.

Amazing place that I’ll always pay a visit whenever I am in Vegas. The dresses are beautiful, accessories are fabulous, and the staffs are helpful. I wish they have more variety and sizes available onsite.

Another great visit to RTR vegas! Alyssa and Rocky went above and beyond despite the fact that they were under staffed. Alyssa was working with myself, and a couple other clients, but still managed to assist me with funding jewelry that would compliment my dress for the Latin Grammy’s.

I’ve used the RTR website for years now. But I had never bothered with this Vegas store location before. However, when I received an order from RTR that didn’t work out, I was able to take it to this store and swap it out for different items. Make an appointment! Without an appointment, you won’t really get the proper staff attention and you won’t be able to explore all the dresses (they have numerous ones that aren’t on the showroom floor). Plus, the staff can then help you add accessories to your outfit. The staffer I had did a great job. She pulled numerous dresses for me and several of them were perfect. It was difficult to settle on just one. She then found some great accessories for it. What I loved most, though, is that the quality of the items here is better than when you order from the website (less used I suppose). I had such a good experience here that I will undoubtedly start using the store as opposed to the website. So when you need something fancy or fun for a night out in Vegas, make an appointment and come here to find a fabulous designer outfit. (Far cheaper and easier than buying something — especially when you probably won’t get that many uses out of it.)

I need to get ahold of someone in your corporate office or distribution center I dropped of my dresses and received an email saying you have not received them I have written emails and gotten no response from you. I would like to resolve this problem. Please help me anyone know how I can get ahold of someone.
Thank you

Most awful experience ever! I rented two dresses for my sisters wedding and returned them to UPS. 2 weeks later, I get an email stating that one dress hasn’t been returned and I am going to be charged $ 540.40 for 14 days (and counting). And if not back in 20days I will be charged for 200% the price of the dresses. This adds up to over $ 2000. I have been on the phone with UPS for 4 days and Rent the runway has not called me back or responded to email. Essentially UPS lost my packages or Rent the Runway is lying about not receiving my dresses I have seen too many people that have issues just like this! This is the same issues my sister is having as well! Id love to hear from someone to get this straightened out. If not, I will be filing a report with the better business bureau by the end of the week.

After over a week of emails and phone calls (none of which initially responded to), a report to the BBB, and finally a threat to bring this to my lawyer on principal alone, I got a two line email from collections saying I’d be refunded. 10/​19, ten days after they took money from my account, the email alerting me to my refund finally came and I saw it within my account the same day. Two days later I got a one sentence email from their collections team, «Your money was refunded on ¹⁰⁄₁₉.» That was it.
No apologies for the stress they caused me, nor any offer to make this right. At least I got the refund back, that is at least something and I’m glad it didn’t take months to happen. But I am very sad that one of my once favorite companies, I now will no longer be a member at.

Awful awful customer service.
Huge fan of Rent The Runway and I use them any time that I can get dressed up. So when I came to the Las Vegas store, I was highly disappointed. I usually just order online because of the big selection but when my original dress got delayed, I had to head to the store to find a replacement dress for a wedding I’m attending.
I read reviews before I went to the store and some of the reviews talked about the terrible customer service and I couldn’t agree with them more. Upon entering the store, the girl behind the cash register saw me walk in but I didn’t even get acknowledged that I walked in. I was looking for a long dress and when I didn’t see it at first glance around the store, I went up to the girl to see if they had any and all I received was her pointing to where they were with an attitude. It made me feel like I was wasting her time and I should’ve looked around for myself. While I understand I could’ve looked around further, I only had 30 minutes to find a dress. As I looked around, the girl finally seemed like she was going to help me by asking my size and setting up a fitting room for me. She even put some dresses in my size in the room.
As I tried on dresses, I would walk out and into a better lighting and when I would ask her questions, the most I got out of her was, «that’s nice». I tried on at least 8 dresses and most of her responses were nonverbal. By now, I started to think that maybe she’s having a bad day and does not want to deal with customers. I’ve worked retail and I’ve felt like that before. But, when I was finishing up, I heard her talking and laughing outside. She had another customer and she was trying to get to know the other lady, giving her opinion on the dresses that were being tried on, and even joking and laughing with her.
Obviously, it wasn’t just a bad day she was having. Her issue was with me. As a customer, you should never feel like you’re wasting their time or they just don’t want to help you. I was polite. I said my «please» and «thank you’s». I’m a nice person. I’m a soft spoken person so there couldn’t possibly be any way that I have offended her. But yet, I apparently deserved an awful customer service.
Here’s to hoping that I never have to go to the store ever again.

To anyone considering using this company, PLEASE read my reviews. Hopefully it will stop you and save you some money and a lot of trouble.
Checked my credit card statement online this morning to find out that I have a charge from Rent the Runway in the amount of $ 341.44. I haven’t used RTR in MONTHS (last order was in May ’15). This is a VERY serious fuck-​up on their part, to just randomly charge someone almost $ 350, months after stopping service without any warning whatsoever. No email, no phone call, nothing.
I emailed customer service and am now waiting for a response. I’m also trying unsuccessfully to remove my credit card information from their website — I can’t find a button that says remove payment info, only one that says ADD NEW CARD info. Figures.
If I don’t get a response within the next 24 hours I’ll have to report this as fraudulent charge. I regret ever using Rent the Runway.
Update:
After I sent them an email questioning the fee, Shari C from RTR emailed me this:
I apologize for the charge you are seeing on your credit card statement.
I’m not able to location exactly where that charge is coming from. There are no orders or pending late charges on your account. I recommend flagging this charge as it can indeed be fraudulent.
If you have any additional questions or concerns, please do not hesitate to reach out to us!
6 hours after this Shari C told me she couldn’t locate the charge, I got another email from RTR:
Dear Rent The Runway Customer,
Your Rent the Runway Unlimited membership was cancelled per your request. According to our records, the return date for the items in your queue was 5÷27÷2015, but we are showing that we have still not received the returned merchandise.
As a result, the credit card on file associated with your Unlimited membership has been charged $$ 313.25 (plus applicable taxes), 70% of the retail value of each outstanding item per the terms of your membership agreement.

In order to receive full reimbursement for this charge, please return the following items within two days of receiving this notification. After that point, you will begin to incur a $ 50.00 late fee for everyday these items are returned late. The total late fee accumulated will be deducted from your reimbursement.
List items:
Ethereal Gold Dress
In order for your refund to be processed, please respond directly to this email to confirm when you have returned your items.
Fashionably yours,
Rent the Runway
As per my first and second review, I really thought that RTR has solved the mystery of the missing dress. NOPE — they just buried it in my file and CHARGED MY CARD $ 350 MONTHS AFTER I QUIT MY UNLIMITED MEMBERSHIP!!! WITHOUT WARNING!
I reported this charge as fraud and have already cancelled my card. I suggest you do the same thing if you ever give this company your credit card info.

I absolutely adore this place. I went in here for the first time in May to get a dress for my birthday dinner. I went completely on a whim, and I barely checked the website. When I got there, there was only one guy working. He was very nice and said hi to me and asked me what I was looking for, told me that stock was limited but we would do our best, and told me he would be right with me.
I started browsing and he was with me shortly. I told him my size, he gave me a dressing room and pretty much brought me every dress in the store in my size for me to try that would work for a birthday dinner. To my surprise, they all fit! And I actually liked more of them on me than I thought I would. I ended up going with one that didn’t look impressive on the hanger but looked incredible on me — I NEVER would have picked it up if the guy hadn’t brought it for me. I got a million compliments! He checked on me the whole time and was very available — awesome customer service!
Returning the dress was a BREEZE. I’m not sure how they do it, but the girl behind the counter just took the dress from me and assured it was fine. She didn’t ask my name or anything. Shortly after I left, I received an e-​mail confirming the return of my dress. This was great considering I had my toddler son with me and he really doesn’t have the patience for this kind of stuff. I will go here again and again, especially since you can order any dress of the website to be picked up in the store.

I’ve used Rent The Runway many times before, and had great experiences in the past, both online and at the Chicago store near my home. This review is for the Las Vegas location.
I walked in to an empty store with 2 women sitting down next to each other, one eating out of a Tupperware and the other one on a computer. For a minute I wasn’t sure if they were store employees or customers. Neither one acknowledged me. I started looking in the racks when suddenly I heard a very enthusiastic «HI! Can I help you with anything!?» Happy that someone was finally going to, at least, greet me, I turned around to find that she was talking to a couple who had just walked into the store.
Since it became clear that they were indeed store staff, I approached the one remaining customer service person who was still sitting in her chair and asked if she’d be able to help me find a «bump friendly» dress since she would know the store inventory better than myself.
She brusquely asked me my size (normally a 6, but recently a size 8 at 29 weeks pregnant), and what I was doing. I replied it would be for a dinner and cirque show with my husband. She spun on her heels and disappeared off the floor. I assumed she was going to look for dresses?
Not sure if I was suppose to follow her, I instead resumed looking in the racks for maxi or any empire waist dresses. 2 dresses I’ve rented from Rent The Runway in the past month have made me feel like a (bumped) goddess. Surprising, but true! You CAN find dresses to feel beautiful in, even when you feel like a huge waddling duck with a beer belly! After a few minutes of not seeing anything that would remotely fit a pregnant woman, I approached the dressing rooms to see what was going on.
She met me as I was walking into the dressing area and reported she’d put some dresses into the first room and walked out. Happy that she’d found some options for me, I thanked her receding back and went in. I knew as soon as I saw the 4 dresses she selected that none of them would fit anyone with a bump. It seems ridiculous to have to tell someone working in women’s wear that dresses with a fitted natural waist do not work for pregnant women. I tried them anyway, figuring maybe she knew something I didn’t. Well, she didn’t.
During this time, neither customer service person came to check on how I was doing, even though I could hear one of them helping the other woman who had walked in after me. I even opened the door to my fitting room, and poked my head out a few times to see if I could get someone’s attention. I did, but it was the other customer, who finally said, I’m okay, but I think she needs some help.
I’ve never had such a horrible retail experience. I won’t be back and can’t say I would recommend this location to anyone.
The one star is for ease of access to location. It’s on the second floor of Cosmopolitan.

I LOVE RTR and it was great to find a store in Vegas! I had selected a dress online for a fancy night on the town with my boyfriend and I loved being able to have it shipped here so I wouldn’t have to pay extra fees for having the dress shipped to me on a Saturday. We walked around the store a little and it was cool to actually peruse the dresses you see online but it does appear that at least in the showroom, they only have sizes 0 and 2. My only complaint is that they should some sort of drop box or open earlier than 11AM so people are able to drop their dresses off. I went at 10AM (didn’t check the website beforehand) and was disappointed that it wasn’t open. Another woman arrived at 10:15AM and we both were kind of dumbfounded at what to do. I will say that I contacted RTR customer service and they were fabulous as someone did come to the door to take my return.

The stylist were so sweet and helpful. Alyssa and Carissa were amazing! I’m never packing dresses for Vegas again. Instead I’ll go to rent the runway!

I was planning to find dresses here to borrow for a couple of fancy dinners out. I did not. The second star is solely for the staff, who were friendly and did their best to be helpful. The selection/​setup is awful.
First of all, the vast majority of the sizes on the racks are sample sizes (0 or 2). If you’re bigger than that, you have to ask them if they have your size. Selection is very limited. Of the maybe 15 – 20 dresses I asked the staff about, less than half of them came in my actual size (which is a totally standard size). It’s not like a store where all dresses come in all sizes.
Second, there are no prices on the dresses. RTR prices vary widely from $ 30 or so to several hundred dollars, so for many people the price is obviously important. The stylists can look it up for each dress, but it’s a very cumbersome process. I don’t know why they can’t just label them with prices. It would be way more efficient.
Finally, and most importantly, the styles they have are just not good. They say they have the «most popular» dresses from the website, but I looked at that section of the website before I left for Vegas, and they did not have many of the dresses featured there. Of the dresses in this showroom, the vast majority of them fall into one of two categories: 1) dresses that look like they could be sold in the «Mother of the Bride» section at David’s Bridal and 2) dresses that look like they could be sold at Forever 21 (for much less than the rental price of these dresses) that teenage girls wear to scandalize their parents. There is almost nothing that would be appropriate for women in their 20s, 30s or 40s to wear to a nice restaurant. And probably 80% of the dresses are covered in sequins. I know it’s Vegas, but c’mon, not everyone wants to look like a disco ball.

I was so excited to check this place out. Heard that it was a rapidly growing business and that it was opening up more and more retail locations.
Basically, this is a store where you can rent nice high end dresses and accessories. It started out as online only and now they have physical locations.
The store itself is really nicely decorated. They have a wide and cute selection of dresses and they all looked really new and not worn out. I had read reviews online that a big problem with the concept was that the dresses were too worn out, but that wasn’t a problem here.
The issue here was that we walked in and we were not acknowledged at all the entire time we were there and we were there for quite a while checking everything out. Normally, I really don’t care if store associates don’t acknowledge me, but for this type of store which is not a normal clothing store, they should explain to customers what this store actually is. But, nope, the three sales associates just sat there and ignored us, the target customers, and used their social media stuff. From past reviews, it looks like they have done this to other customers as well, not just us.
Walked away fairly disappointed.

I’ve rented dresses from Rent the Runway for black tie events on two occasions. The second time, I happened to be in Las Vegas a couple of months before my event, so scheduled an appointment to try on dresses and take some of the guesswork out of my final decision.
My stylist contacted me in advance to find out which gowns I’d like to try on. Most of those dresses were there for me to try on. My two complaints are that the dressing room was very cramped and several of the dresses were a bit worn. In fact, the dress I ultimately selected had an odor when I received it the day before my event. Fortunately, I had added a second dress to my order for $ 30, and ended up wearing it instead!
What I love about RTR is you don’t waste hundreds of dollars on a dress that you likely will never wear again. For $ 80 – 120 (most dresses), you’re able to rent a beautiful dress and return it in a pre-​paid envelope after your event. My only concern is that now that the company has been around longer and has gained in popularity, that they’re not doing as good of a job of cycling through dresses that need to be retired.
I’m really looking forward to the opening of the Chicago store! I can see myself using RTR just for cute dresses for nights out.

I don’t have any experience shopping in the store, but I was able to return a dress here that I had rented via their website and it was a quick, convenient, and painless experience. Great location in the Cosmopolitan, Vegas is definitely the perfect spot for a RTR brick and mortar.

Ok so my friend and I decided to use Rent the Runway to find dresses to look extra pretty for Britney Spears Pieceofme in planet hollywood in Las Vegas. I wanted to go an extra mile and pay $ 50 ($ 25 each) for stylist service. I did this because I don’t have this gorgeous figure so I wanted the stylist to help me pick something that looked great on me. When I got there the stylist was very nice and had already had picked dressed based on an assessment I completed earlier in an email before my appointment. However… I felt that the «stylist» was not honest and every dress that I tried on she said that it looked good when it was apparent that it did not. I am so glad that my friend was there with me and she was the one that was honest and said «yeah I like that dress» or «definitely does not flatter your figure». Because of my friend I found a dress I liked. And this «stylist» also did the same to my friend so both of us gals helped each other.
I understand people are sensitive when it comes to fat & saying that looks really bad… But that is what the stylist is supposed to do. Not every dress looks great on everyone. The «stylist» service was a complete waste of money. I wish I would of just gone to the store and not have wasted $ 50.

Wow I had a great experience with Amanda at RTR!
I made an appointment online and took the time to write in all of the style questions they asked. When I showed up at Rent the Runway, Amanda had already pulled perfect dresses for me! They give you a large fitting room with shoes and a 3-​way mirror just outside. She wrote down the styles I liked after my appointment. This showroom is extremely helpful and I just booked my first rental.
Overall very impressive!