The convenience of RTR is awesome, and I’ll definitely use the service again, but the dress and purse that I got this time around need to be taken out of commission. The dress was obviously worn by so... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Support is always super helpful and they go above and beyond to help. Once I had an order that had 3 items that were too small and I was so upset, but they offered to replace immediately no charge for... See more
RTR customer servicers are always super helpful. Finding solutions to challenges. Always a delightful experience dealing with them. Thank you and keep up the awesome work. Thank you for all the smiles... See more
Company replied
The selections of dresses & gowns is amazing. The customer service at RTR is always above and beyond. They are always responsive whether you are using their text service or calling them. Your clot... See more
Company details
Written by the company
Why buy when you can rent? Choose from thousands of designer pieces for special occasions and every day.
Contact info
10013, New York, United States
- www.renttherunway.com
4.0
Great
630 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 57% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
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Real customer service
Real customer service, rare these days in which seems more like a battle then care for your customer! Thank you for keeping the high standards, every time I had the need to call not only it was a pleasant interaction but the resolution was promptly there! Excellent job!!!
January 13, 2026
Unprompted review
Reply from Rent the Runway
Hi Cynthia,
Thank you for your kind words! We're so happy to hear that our customer service met your expectations and provided prompt resolutions. We appreciate you sharing your feedback!
Fast and efficient help!
First time reaching out to RTR for customer service and my email was responded to promptly with a solution. Very satisfied! Thank you!
January 5, 2026
Reply from Rent the Runway
Hi there,
We're happy to hear that our customer service team quickly resolved your issue. We appreciate you sharing your positive experience with us. Feel free to reach out if you need anything, we're always here to help!
Customer service is excellent!
December 28, 2025
Reply from Rent the Runway
Hi there,
We appreciate your feedback and are so glad our customer service met your expectations!
Great customer service
Been using RTR for 3 years and I love it. Anytime I reach out for help their team is great and always finds a solution. It’s apparent all the details they have added this past year to improve rental experiences. This
January 8, 2026
Unprompted review
Reply from Rent the Runway
Hi Jeannette,
We're happy to hear that you've loved using our service and thank you for being a loyal customer for three years! It's great to know our team's support and improvements to the rental experience resonate with you. Thanks for your positive feedback.
Terrible customer service
Terrible customer service.
We received smelly and damaged clothes that seem to be just old dry cleaned thrift store clothes.
They won’t refund us, and will charge us a late fee for the items.
We made an honest mistake of not cancelling the subscription within 24 hours of being charged, and even with the damaged product, us being unhappy with the quality, they won’t refund anything. Also, when you cancel your sub, you only have until that cancellation date to not only order any remaining clothes you have left to order, but also send them back by.
We do not recommend this service at all.
January 5, 2026
Unprompted review
Reply from Rent the Runway
Hi there,
Thank you for taking the time to share this feedback with us. We will always replace items that are not in wearable condition. Our cancellation policies are in place to ensure a fair experience for all of our members.
We definitely hear you and would love to connect with you to learn more about your experience and review your account!
Recommend
I have been with RTR for over a year and have gotten so much value from this subscription. They are flexible and easy to work with and I’ve upped my fashion game both at work and socially without closet bloat. It’s a fun, sustainable, just-for-me pleasure, highly recommend.
January 7, 2026
Unprompted review
Reply from Rent the Runway
Hi Jessica,
Thank you for sharing this! We're thrilled to hear how much value you've received from your Membership and love that it's helped elevate your style without closet clutter. We appreciate your support and so glad you are enjoying the experience!
Reply from Rent the Runway
Hi there,
Thank you so much for the kind feedback! We're glad we could help and appreciate you taking the time to share.
The clothes are either too long or…
The clothes are either too long or don’t fit properly. Selecting items/returning them is very confusing sometimes.
December 18, 2025
Reply from Rent the Runway
Hi Theresa,
We appreciate you taking the time to share this feedback!
Fit can vary across styles and designers and we want you to love how you feel in your selections. Using our fit tools and completing our fit survey helps our site suggest your best fit recommendations. Checking out other member reviews is super helpful as well and you can filter for those with similar measurements.
If you ever need help swapping items or navigating returns, our team is always happy to walk you through it. Feel free to reach out anytime!
Personalized response on a Saturday evening!
I wrote about an item small issue on a Saturday night and received a personal, helpful quick response minutes later! It was so impressive! And appreciated!~
January 3, 2026
Unprompted review
Reply from Rent the Runway
Hi Gretchen,
We're happy to hear you received a quick and helpful response and that your experience was positive. We appreciate you taking the time to share your experience and are so glad we could assist you!
Love the ability to wear fun, new options at a low cost.
Great clothes that have been fun to wear. Customer service is also responsive and quick. My sister just started renting as well. Also, really nice to have new options without having so many clothes in my closet.
January 3, 2026
Unprompted review
Reply from Rent the Runway
Hi Jennifer,
Thank you for sharing this feedback. We're so happy you're enjoying the flexibility, value, and variety RTR offers and that our customer service has been quick and helpful. We love to hear that your sister has been renting too! Thank you both for being a part of our RTR community!
I found a FANTASTIC TOP for my freind…
I found a FANTASTIC TOP for my freind here for ONLY $54dls AMAZINGlY BEAUTIFUL!
>FRANK<
🐥
January 2, 2026
Unprompted review
Reply from Rent the Runway
We're happy to hear that you found a beautiful top for your friend at such a great price! Thank you for sharing your positive experience.
Not worth the expense
The concept behind RTR is good. The 4 months I paid for this service, wasn’t worth the time spent trying to locate styles for me. There were only 2 things that fit. I did use a stylist once and she finally located dresses that had color but mostly what I saw overall were neutral colors. Nothing fit well but was either too large or small overall or wrong parts were wrong sized. This last order the company tried to make it right by giving me extra pieces I could rent but still the sizing wasn’t correct. I really needed cocktail dresses but when none fit , I cancelled the service. It’s not worth the expense or the time spent trying to locate something I liked much less the right fit.
December 26, 2025
Reply from Rent the Runway
Hi Kim,
Thanks for sharing your feedback on your experience!
We know fit can be tricky, which is why we're here to help you navigate your plan. During your first 2 months while you're still learning the RTR closet, we'll add an extra spot on your next shipment for any item that didn't work out.
Our customer reviews also offer insight to which size would be the best for you, feel free to filter through renters similar to your body type.
We're always here to answer any other questions you may have!
so far so great
so far so good. With each delivery so far I have worn at least half of the things I’ve ordered and several times. I do feel the quality is great with most of the items. What makes your company stand out? Is your customer service. Everyone I’ve encountered working for you has been extremely helpful and patient and has help with my question or resolved issues quickly. I’m really enjoying my experience so far.
December 19, 2025
Reply from Rent the Runway
We appreciate your kind words regarding our customer service team. It's great to know that their helpfulness and patience have positively impacted your experience. Sounds like you are getting the most out of your membership as well! Thanks for your feedback!
Top Tier Customer Support
I had an account issue inquiry, not only was customer support speedy to respond but they were very understanding and worked quickly to make resolution.
December 29, 2025
Unprompted review
Reply from Rent the Runway
Thank your for this positive feedback! It means so much to us to hear our team provided an exceptional experience for you.
It was a great buy for these pants that…
It was a great buy for these pants that could not be found anywhere else. Rent the runway has changed my entire style. I feel polished and elegant and effortless.
December 20, 2025
Reply from Rent the Runway
We're glad you discovered those pants and that our service has positively impacted your style. Thank you for sharing your wonderful experience with us!
I love Rent the Runway!
I love Rent the Runway. They provide top-notch customer service. I can choose from many brands, many styles of clothing, and they always arrive clean and well-packaged. It’s nice to try a new style and have the freedom to send it back! I also love that I can purchase my items for a fraction of the retail price! I will be a member of RTR for years to come.
December 13, 2025
Reply from Rent the Runway
We're happy to hear that you love the variety and convenience we offer. It's great to know you appreciate our service and the option to purchase items. Thank you for your positive feedback!
Please stop stocking low cost and low quality items
I adore and recommend this service to everyone I know. Please stop buying cheap clothing and having collaborations that are cheaply made. I will pay whatever price for designer clothing that is stylish and good quality. The $120 mall items are never making it to my home and I will cancel if it continues in this direction.
December 20, 2025
Unprompted review
Reply from Rent the Runway
Hi Melinda,
Thank you for taking the time to provide your feedback!
We're taking initiatives to add hundreds of new styles to the RTR site this season, keep an eye out on our new arrivals section!
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