The new, less-expensive membership tier, called 'RTR Update,' allows shoppers to choose four pieces from Rent the Runway's selection of more than 200 brands every month, with free shipping, returns, dry cleaning and insurance included in the package. The monthly fee is $89.The company's current 'RTR Unlimited' tier is also being revamped, with a price increase to $159 from $139 per month. Current members, though, will be locked in at the lower price 'for life,' Rent the Runway said.
This package allows shoppers unlimited rentals throughout the month, choosing from more than 500 designer brands.' We noticed some pretty unusual customer behavior when we launched the 'RTR Unlimited' subscription in 2016,' co-founder and CEO Jenn Hyman told CNBC. 'It confirmed to us the future is 'closetless.' 'With the decline in physical retail sales. The rise of happening so quickly, it's difficult for brands to stay afloat, ' she added.
'We are a growing and important player for brands, and it's one of our missions to help incredible designers have big businesses.' According to Hyman, Amazon and big-box players and present some of the biggest threats to the fashion industry. The three companies have at one point or another mentioned growing their apparel businesses. In partnering with more brands, Rent the Runway has plans to triple its subscription business by 2018, having seen 125 percent growth on its platform from a year ago.
The company has set up physical stores in New York, Chicago, San Francisco, Washington, D.C., and Woodland Hills, California, with the goal of also growing its brick-and-mortar footprint.Some women are visiting Rent the Runway's stores twice a day, Hyman said, changing their looks before heading into work and then before heading home, or for a night out on the town.' Our stores have turned into extensions of our customers' own closets,' she said.Unlike online fashion platforms like Gilt, Spring and subscription box service Stitch Fix, which sell clothes, Rent the Runway is building what it calls a 'closet in the cloud.' The company's original rental offering allowed shoppers to pick a dress or other special-occasion outfit for only four or eight days at a time. Women turned to Rent the Runway for weddings, proms and birthday parties. But a monthly membership model opened the doors to those picking everyday wardrobe staples, even jewelry and accessories.In tandem with announcing its less-expensive membership model, Rent the Runway also rolled out its first national brand advertising campaign on Monday, hoping to introduce the name to a much wider audience.The ads predict 'what women will do with their closets once they start renting the runway.' 'The concept behind the commercial is the idea that the closet is changing, and we're rethinking this place in our home,' Hyman said.
'We at Rent the Runway don't think it's going to exist in the future.'
I just restarted my RTR membership. I was successful in finding a dress last Spring, but didn't have a need for anything over the summer. Having a black tie wedding this fall, I tried RTR again.
Jun 14, 2016 Rent the Runway UNLIMITED is pretty awesome, but it isn’t perfect. Everything that you want to rent isn’t always available. In fact, NONE of my favorite dresses have been accessible when I wanted them, but I’ve still found plenty of beautiful pieces to rent. In July 2014, Rent the Runway launched Unlimited—a subscription service that lets you pay a flat fee for anything and everything on their site. $100 a month gets you as many as 3 pieces at a time, including high-end designer evening gowns, handbags and jewelry. A year in, Unlimited’s waiting list is months and many-hundreds-of-would-be-subscribers long.
What a disappointment. The first 4 dresses arrived and the odor from the bag was that of urine. I was afraid to try them on! Didn't matter really, all of the dresses were WORN! Lots of noticeable wear & tear under the arms, at the hem, on the zippers etc. Between the poor quality and the smell, it didn't matter if they fit. So I thought I would give it one more try, maybe it was just that batch of dresses Exact same experience with the next 4.
These dresses need to be RETIRED! I get that I am renting, thus sharing with others, but this is shameful as these dresses are in poor condition and whoever is supposedly laundering them seems to be using something that resembles urine.Good concept - worked for me one time, so there's that. The process has been pretty good with shipping and returning and pausing the account, but not worth the money if I can't wear anything! Hope they take the feedback seriously and get some pride back. My experience doesn't exactly rival some of the horror stories described in other reviews, but my renting experience was pretty awful in its own right. As a first-time RTR customer, I took advantage of a promotion that allowed me to rent one dress + a backup size and an additional dress at a discounted rate. The afternoon before the three dresses were due to arrive I was informed that I needed to select a replacement for one of the dresses.
I find it absurd that this seems to happen so frequently. Regardless of the circumstances, it's completely unacceptable that a dress that I reserved nearly two months ago suddenly becomes unavailable the day that it's supposed to be shipped to me! RTR needs to bulk up their inventory or plan for these contingencies! I didn't have a super busy afternoon so I was able to devote what ended up being about 2 hours to selecting two replacement gowns (because the backup size for the first replacement dress was unavailable) with the help of customer service.
For my trouble, they also offered me a 50% discount on a future order. I have no intention of using this.The following day, when my now four dresses (backup size for the first reserved dress, second originally reserved dress, and two replacement dresses) are due to arrive, I logged into my RTR account to check the shipping status for the order.
I immediately noticed several things: 1) The second dress that I originally reserved was unavailable and wasn't shipped with the others. I never received an email notification for this.
2) The now three dresses that were supposed to be shipped to me were all shipped separately. 3) Only one of the three dresses was scheduled to arrive on time, that evening. One of the dresses was scheduled to arrive by 8 PM the following day (but I needed to leave for the wedding that I was attending in the morning), and the other dress was missorted at a UPS facility and its arrival had been delayed. No ETA was available.Furious, I called customer service and received a call back about an hour later. I requested a refund for the second dress that I originally reserved, which was granted and subsequently processed.
BUT WHY DID I NEED TO REQUEST A REFUND FOR A PRODUCT THAT I WOULD NEVER RECEIVE? HOW MANY OTHER PEOPLE DO THEY DECEIVE-and let's be real, steal from-IN THIS SAME WAY? Why wasn't a refund automatically issued when the dress became unavailable and I wasn't able to select a replacement because the shipping window had closed? In any event, I explained to the customer service rep that I needed to leave the following morning before two of the dresses were due to arrive. To RTR's credit, she was able to contact FedEx and UPS to move up the delivery time to 8-9 AM the following morning.Long story short, I received one of the replacement dresses on the day that it was scheduled to arrive but it was too small. The dress that was missorted by UPS arrived the following morning and I ended up wearing this dress to the wedding. The third dress arrived the following afternoon after I had already departed for the wedding.
I was gone through the weekend so I had to ask a friend to drop off the package at UPS so that I wouldn't be slapped with their outrageous late fees.Looking for positives in this situation, I ended up having a dress to wear to the wedding and I only ended up paying $6 in total after the full cost of the second dress that I originally reserved was refunded when it became unavailable (this was because of the first-time customer promo that I used at checkout). But in total, I probably spent about 4-5 hours selecting replacement dresses, dealing with the shipping disaster, rearranging my schedule to accommodate the delayed shipments, and coordinating the dress return with my friend. In the end, none of this was worth the headache that renting with RTR became and I would NEVER recommend this service to anybody else. I used Rent the Runway's bridal package for my very small (12 guests) wedding.
I used the 2-event package. Event 1 was my wedding, where I was renting a long white gown, and Event 2 was a small party the following day. Everything went smoothly with the at home try-on for the wedding gown and I was able to reserve the sizes I needed. I really liked both of the dresses I was renting (I got to pick two, the actual dress and a backup dress), and was planning on deciding the week of my wedding which one I would actually wear.
I loved both! The Event 2 dresses I thought were OK, but I was considering wearing the wedding dress for both events anyway. I had all of this nailed down about 2 months in advance of the wedding.On April 19, 2 weeks before my May 3 wedding, I got an email from RTR that BOTH my dress and backup dress for my wedding had been returned damaged and were no longer available. The email said I could select two other dresses to wear from the site.
When I went to look at the site, there was only one other long white dress in my size (not surprising, since we weren't far out from the date I needed it) and I didn't like it-plus, there was no time for an at-home try on to make sure it fit and was the right length based on my wedding shoes.I called to talk to someone and was essentially told 'that's the breaks, sorry' by RTR. Since I didn't care about the dresses for event 2 and was only using the bridal package for my actual wedding dress, I cancelled the package and got a refund. I ended up going shopping the next day to local stores like Macys, Saks, Dillards, etc. To try and find a dress to wear. Fortunately, I was able to find a $300 dress at Macys that I was able to wear.I would NEVER recommend Rent the Runway, especially for a bridal package. I felt completely screwed over and finding a dress within 2 weeks of my wedding because RTR didn't have a backup plan for EITHER DRESS I was planning on wearing on my wedding day was completely messed up. Brides beware!
I have used RTR in the past for events and loved it. I currently use Gwynnie Bee and have used Infinite Style and Le Tote as well and RTR is by far the most expensive (double the cost) so I expected more. What I like about RTR is that you can pick the items you want to receive so long as they are in stock. Most of the time I had more trouble picking things out because there were so many choices. This is unlike other services where they pick what you get.
I like that you can rent bags and jewelry too. Finally I like being able to return one think and get another rather than having to return all at once. That being said the turn around time to get new garments means you don't get all that many pieces. I live in DC and yes there is a store and a drop box near me but they are not near enough for me to pop over during normal business hours. If I do that a spot opens up immediately.
If you order before 2:00 you are supposed to get it by the next day but that rarely happens. When it works well I put the item in the UPS box on Monday they get it Tuesday and I select before two and get the new item the next day. But this is rare.
Usually I put the items in UPS Monday they don't check them in and open up a spot until Thursday or Friday. They don't work weekends so that means I'm not getting another item until Monday or Tuesday making it not worth the 135.00 per month. And it's not UPS as I can track the item and it gets to them in one day, it's RTR. I have also received more items that were stained, damaged or too worn to wear then with any other service. If you can reach customer service then normally will give you a credit and open up a spot for you. But I don't have hours to spend on hold or 4 days to wait for an email response.
The chat never works and every time you send them an email you have to fill out a captcha! They also only published my positive reviews. When I confronted them they denied it but the reviews are not there.
I took a lot of time to write them and was specific as I personally rely on them myself and they only publish what they want. It can be annoying if you don't have regular access to a UPS stop box but there is one at my office so that's fine with me. Otherwise you have to calm UPS to do a pickup or go to the store neither are ideal.
They send the items in cloth bags which is fine but they are all very dirty some were covered I.min mud. Overall they lowered the cost to 70 or less a month I would keep the service. I think that's about the value I get based on the turn around time but I doubt they will do the anytime soon. Filed complaint with better business bureau:I signed up for their free trial of unlimited rental service. At the end of the trial period, I went on-line to my account to find information on how to cancel and to see my contract.
Under my account information, there was no credit card on file nor any subscription information for which I was registered. I therefore did not believe I was under obligation or signed up for the unlimited services. I never once received an email invoice with charges to my account. Five months later I discovered the charges ($167 for 5 months) for which I never rent or received services. I called several times for reimbursement and they told me they did not have the authority and that a manager would call me back but they never did. They couldn't even transfer me to a manager. Customer service was rude and clearly intent on disbelieving and deceiving customers.
The're website says pause or cancel anytime but when you call them it always says 'high call volume' and you never get through, making it impossible or difficult to cancel their service. I have paid them $835 for no products or services. This business is a scam. Let me tell you about my experience with rent the runway.
When i went into the store my order was messed up twice and i had to wait half an hour when placing the original order. I was then late to work.I was told everything would be taken care of and tried to move on assured that customer service would b able to assist me with all further needs.
Well I have called seven times, emailed three times. I am getting no response via email your chat had not been up all week. Your customer service call back times are 2-3 hours and when you speak to a rep they tell you they will take care of it and then nothing is done. I am now getting emails telling me to return something that 1. I do not have 2.
That i was assured would be canceled.And here I am. 100$ short, no merchandise and a lot of wasted time.
I am a long-time member of the unlimited service and have referred countless people to RTR. I used to LOVE the unlimited option until a couple of months ago. I think they ran a new promotion and then became overwhelmed with volume. I recently was sent a dress that I had NEVER SEEN BEFORE and certainly didn't order.
When I tried to call, I was on hold for an hour and a half. Finally agreed to get a call back, and it never came. I also think my upcoming Reserve order has disappeared, maybe because of this new random dress that was sent a week earlier than my Reserve was supposed to ship. Go back to the old days!
Customer service - nonexistent. Over 1 week to respond to email. Over 3 hours to return a phone call. When you finally get ahold of someone, there is nothing they cannot are willing to do.Two shipping is a scam. They don't ship on weekends. They may not receive your items in two days.
Items do not arrive in two days. When you contact them about this - they blame you and tell you 'we try to tell you to be aware when shipping on Friday'.No refund for lost service days. When cancelling they will not refund you for partial service used.Miserable to work with. I've been an unlimited subscriber for several years and have loved the service up until a few months ago. They seem to have completely abandoned 2 day shipping both ways but have never alerted us to this change. Clothes take days longer to arrive.
Too much of their efforts are being directed to their retail stores and customer service is nearly nonexistent. Phone calls leave you on hold for an hour or more and e-mails take 5 days to a week to be answered. This company used to cater to its members.no more. Renter beware. RTR is pretty horrible.
I reserved a Tory Burch bag and never received the item. (I live in a residential area with absolutely no crime). I suspect the problem is that thieves recognize the black RTR bags they ship items in.
Well, the bag was ripped open and no handbag was inside. And guess who is responsible for the stolen item.YOU are. And yes, it says so in their agreement that you sign.If you enjoy gambling away your money in the hopes that your item will arrive.use this service. Otherwise, you might find yourself owing thousands of dollars.Before this incident, I am not being hyperbolic when I say nearly half the items I ordered arrived stained, ripped, or smelling like B.O. If you like used clothing, find a reputable consignment shop. RTR is awful.
I tried them for two months, they never had any of my sizes - the items showed up wrinkled or damaged half the time. And the real scam is that I've been trying to cancel unsuccessfully for a week! - it's clearly a scam to ensure you get hit with auto renew. I've called, they always prompt a 10 minute wait time but never actually pick up, I've left my phone and just went about my day for hours! NO ONE PICKS UP!!
And the recording says if you leave your number, they'll call you back but I've done this three times with NOT ONE SINGLE CALL BACK! I've sent 4 emails to two different addresses and have heard nothing back in 5 days. JUST DONT RENT THE RUNWAY! RTR is awful. I tried them for two months, they never had any of my sizes - and more seemed available under the less expensive membership than Unlimited.I've been trying to cancel unsuccessfully - it's nearly a scam to ensure you get hit with auto renew. I've called, they always prompt a 10 minute wait time and if you leave your number, they'll call you back hours later when you're likely unavailable.
If you don't pick up, good luck ever reaching them. I've sent about 10 emails to two different addresses and have heard nothing back in 5 days.Avoid this service at all costs. UPS didn't scan in my package so RTR doesn't know where it is and rather than have it built into their model to account for lost packages, they're charging me hundreds of dollars. After several weeks of $#.!ty customer service (unresponsive, unhelpful, unsympathetic, disorganized, disinterested, no initiative) I'm now disputing the charges with my bank in order to get a refund. No attempt by RTR to remedy the situation or otherwise.Unbelievable. I'd expect this of the USPS but no one else. Sad, I wanted to love using it but unacceptable and offensive.
So many mistakes and delays! The worst part is that they apologize for their mistakes and delays yet they don't rectify it. You orders will be cancelled then you will get defective or dirty items, items missing parts or hair stuck all over a sequin dress).
They will tell you to return the item for another one but half the month will go by without having your order and they won't reimburse you, credit you extra days, send you an additional item or anything to make up for your loss. When you do return items, it won't show up on their end as returned even though it is according to the tracking number. Another delay.
You just paid 159.00 for a month where the service only worked for less than half of that month. Not worth the money or the hassle of returning stuff that was not in decent condition.
Your service is terrible. I rented a dress for a wedding this Sunday 6/2 and I received the dress a few days early Wednesday 5/29. I was so excited I loved the dress that I picked out and this was supposed to be so easy for me I didn't have to shop at stores for hours for a dress that I would wear once. Thank god I opened the bag to look at the dress because there was a rip right under the zipper in the seam. I immediately emailed your customer service team around (9am EST on 5/30). Around 2pm I called your customer service hotline since I never heard anything back from the email (not too surprising but I needed to know what to do since I now didn't have a dress for the wedding).
I was on hold for about 12 minutes the first time before putting my name in line for having a representative call me back (wait time was longer than 10 mins). Around 3:30 after not hearing anything again I called back. This time I waited on the phone for a hour and 9 mins and still was on hold after being extremely frustrated and without a dress for the wedding I hung up. Around 6:30 FOUR HOURS LATER I finally received a call back from you guys and by this time I had already shipped my dress back because it was damaged and I was unable to wear it.
I had the dress for less than 12 hours. I am extremely disappointed with this service and especially since this was my first time using rent the runway. I will never use this service again it's a rip off nor will I ever recommend anyone to use your service. You could have had a loyal customer. Even if you had better customer service I would have been happy.
I understand things happen and the rip was extremely hard to see while looking at the dresses just hanging there. I only noticed it when I unzipped the dress. It's now the day before the wedding and I still don't have a dress since I worked 2 11 hour days on Thursday and Friday.
This dress was supposed to be something super easy and convenient for me and has turned into a complete nightmare for me. This troublesome company which claims to have '828k' reviews on their website and claim to have a 4.5 star rating has the worst customer service ever. A dress that I rented had an issue with it, so I called customer service and politely asked them to send another one. They wanted me to send this one back first, but I told them it was for a wedding and their shipment would not arrive in time, and asked if they could override or perhaps send the dress overnight, and that I would gladly pay extra. The cs person sneered at my polite request and put me on hold for a half hour. She came back and said there was no manager in to take care of the request at 2pm on a Thursday. (So what was she doing for 30 minutes?) Realizing this person was another miserable cs agent, and having several other negative experiences not unlike this experience, I asked for her name and proceeded to cancel my membership over the phone.Avoid.
Don't waste your time.About a week later, and after I still hadn't received an apology, or follow-up call from management that I was promised, we posted a negative review on Yelp. They deleted it about a day later on the grounds that I was never a customer.
Shady business tactics. If the company is so bad, and realizes it to the point they delete Yelp reviews instead of fix the systems and processes that result in poor reviews, that tells you everything you need to know about a bad company. I signed up for unlimited membership on a Saturday made my selections - the website showed it'll be delivered by Tuesday 8 PM - didn't get here for almost a week! What's the point of getting unlimited when they purposely hold items and don't notify the customers when the items are not up to par or available the when you're told it will be. Membership is not worth it - I called customer service - on Wednesday to ensure my dresses got here Thursday - she assured me they will get there - NOPE! I had to return the dresses same day it was delivered because they came too late!