The dresses came on Thursday, just as planned. They were delivered via UPS in a large box that contained all 4 dresses, each individually hung and packed in plastic, a wardrobe bag emblazoned with “Rent the Runway,” a fit kit, and some sample packets of hair products. The fit kit was a bit disappointing; it contained one Biore make-up removing towelette and a small package of Hollywood Tape, a double sided tape cut into small strips. You get to keep the wardrobe bag. I used the towelette, and it really did remove all of my fancy shmancy wedding makeup, but it felt more like a sample than a bonus.
I excitedly tried on the dresses but quickly found some flaws. One of the styles still had fashion tape inside from the last renter; it was likely dry cleaned with the tape still on, so it was really clinging to the fabric, as though it was baked on. I couldn’t get it off. Later, my husband noticed some white marks on the back of one of the other dresses. I emailed Rent the Runway to let them know; in all honesty, I just wanted to make sure I wouldn’t be charged for the damage.
Amy, one of their specialists, emailed me back and told me she would credit my account for the styles that were damaged. She was genuinely apologetic and asked if I was able to wear any of the dresses; I replied that I managed to make one of the other sizes work. I also received a coupon code for 10% off my next rental.
I ended up wearing my first choice dress, the Zac Posen, in a back-up size, and I felt quite pretty and glamorous at the wedding I attended. The dress was nicely fitted, and the fabric was thick and expensive-looking, although my husband commented that it felt a bit like a wetsuit. I didn’t need the fashion tape. My second choice dress was cute, too, but even when I sized up, it was a bit short for my tastes. Then again, I’m 5’8”!
I’m pleased that I sized up for my back-up size. Both dresses fit a bit small in my regular size, even though I have purchased Milly dresses in my regular size before, and they fit fine, if a little large. I think one should keep in mind that these dresses have been worn/dry cleaned before, probably numerous times, which might affect their fit.
Here's the Milly, just for comparison - a poor fit on me. Too big in the chest, too short. Ignore the mess behind me!
The dresses arrived with pre-printed USPS envelopes, so I re-wrapped them in plastic, sealed up the envelopes, and stuck ‘em in the mail. The packages are a little big, so you might have trouble getting them in a standard blue mailbox. I’d recommend dropping them at a post office. My return date was a Sunday, when most post offices are closed, but RtR says you will not be penalized if you return the dress first thing Monday morning.
So… would I rent again? This was a test run for me; I was planning to rent something more glam than usual for my friends’ black tie wedding in October. Two of the four dresses I received were damaged, which was a major bummer. However, the dresses all arrived on time, as promised, and the customer service was excellent. My emails were answered on a Saturday afternoon, and the CS rep was helpful and sympathetic. The excellent, prompt customer service here saved the day. Thus, I would cautiously rent again, although I would probably check local “discount” stores that specialize in well-made dresses, like Nordstrom Rack or Loehmann’s or the BCBG Outlet, to see if I could find a viable option first. And I would always have a back-up dress, just in case!!
I'd give Rent the Runway a 6 out of 10 on the Awesome Meter. They did refund me, but only for one of the dresses. Granted, it was the pricier dress, and they included the insurance fee. Great concept, great customer service, and excellent selection, but their quality control needs some work.
