Rent the Runway Corporate Offices — Local services in New York

Never order from here. I used their courier pickup option for my return ,received a text message CONFIRMING the pickup, and then later received a call from the courier saying they never picked up the return despite the text message confirming it had been? I reached out to rent the runway customer service right away and submitted the TIME STAMPED messages from the courier . I was told these would be submitted internally and I would not receive additional charges for the membership or related to the items. Prior to explaining the courier confirmed the possession of the items via text, the service representative told me to submit a police report if stolen but did not clarify I needed to do so again after explaining the entire situation as it involved THEIR courier.

Fast forward 3 weeks later, I receive and email stating all of the clothing items are late and I need to send over a police report and implied I would be responsible for all items.

I tried contacting representatives again over chat and via phone but they all would not help and stated I could only find out what is going on through the email thread.

I’m so disappointed in the horrendous customer service I have received and will be making a point to warn my friends and coworkers to never use...

I have no problem with the RtR clothes or speed of delivery. Problem is, they can't customize my shipment. I have special instructions whereby I can't have them ring my bell as my dog goes nuts. I tried working this out with both RtR & their carrier, TForce, and neither can help. When I escalated this to RtR's customer service and said I'll have to cancel my membership because of this, their snarky phone rep responded simply saying "ok!". I can't disconnect the bell in my apartment and whereas there is a note saying "don't ring bell!" and the bell is taped up, TForce's people manage to scrape off my note (!!) and ring, multiple times per delivery. Not a very customizeable experience. May have been a "runway" at one time when it was founded, but now, it seems they're just trying to max out on their profits. Half of their store inventory is plus size, I feel like I'm at a KMart when I'm there and see size 16 clothing. I personally would be willing to pay extra for them to at least customize my delivery, but there's no option. That's the only reason I'm writing the review, their cust service rep wouldn't even escalate me to their manager and this is the only way I feel I can be heard. Sorry to have to...

I was so excited to sign up for RTR Unlimited. Recieved my 1st order 10-31. 1 item had some damage which I understand things can be missed, not that upset. What happened when I tried to get it corrected is where my frustration begins. Email customer service get quick response, emailed a question to response and no response. Try chat service 3 times during their business hours only to get a "sorry we are offline please contact us during business hours " super frustrating. Finally get 3 emails responding to my chat requests. I explain issue give the information on the replacement item. They were supposed to send me the information on the new order but once again crickets. I look online and see it should arrive Monday. Monday afternoon I see it should now arrive Tuesday. Monday morning I get the items ready to return and the bag zipper is broken, can't even return the items in the bag. I call customer service to explain why I want to cancel and the young lady seemed to not care in the least. Customer service means so much and it is clearly lacking in my opinion. A waste of $99 fot me as I cancelled less than a week after getting my...