runwayml.comReviews of runwayml.com

Mistakes in the videos, more credits to fix them I used Runway to create promotional videos for my small business. I specifically requested a video without additional credit costs, but the results contained repeated mistakes, and correcting them required more credits. I also ended up with an annual subscription when I wanted month-to-month billing. Between the subscription commitment and the cost of retrying unusable results, I feel misled and disappointed. Before paying, check the total subscription charge, billing period, and whether fixing generation errors consumes more credits. In my experience, paying did not mean receiving a usable video that followed my instructions.

Please note that runway.ai is the same as runwayml.com is the same as runway.com. There are different review accounts on Trustpilot but essentially they are all for the same business - all are equally bad and which is very much reflected in my experience too. If I could give Runway zero stars, I would. The biggest problem with Runway is not the technical issues. It is the complete lack of customer support when something goes wrong. I opened support case #232812 and provided detailed information about the problems I was experiencing. The case was supposedly "escalated" to their support team, yet I have received absolutely no assistance. No troubleshooting, no explanation, no solution and not even a proper acknowledgement from a human being addressing the issue (or even an AI for that matter). I have followed up repeatedly and added further information to help them investigate. Still nothing. In the meantime, I have had to pay for a subscription to another platform simply so I can continue working. Interestingly, I am now using the same AI model there, with the same assets and the same prompting approach, without the problems I was experiencing on Runway. But at this point, that is almost secondary. Technical problems can happen with any platform. What is unacceptable is taking customers' subscription money and then effectively disappearing when they need support. A support ticket being "escalated" means very little if nobody actually responds to it. I have now asked Runway to either resolve the problem or refund my subscription. Based on my experience so far, I would strongly advise anyone considering Runway to take the lack of customer support into account before paying for a subscription.

Auto Renewal aktiv und Plan kann nur mit zusätzlichen clicks und Hürden gelöscht werden. Ebenfalls werden credits für nichts abgebucht und der Service ist schlecht

einfach so auto reload credits wenn keine mehr da? bitte was? einfach so 30€ abgezogen - ist nämlich automatisch aktiv

**Unlimited gekauft – wegen angeblich zu hoher Nutzung gesperrt** Ich kann RunwayML nach meiner Erfahrung leider überhaupt nicht empfehlen – und für professionelle Anwender erst recht nicht. Ich habe einen relativ teuren **Unlimited-Plan** abgeschlossen, weil dieser für mich gerade deshalb interessant war, weil ich über den gesamten bezahlten Monat hinweg viele Videos generieren wollte. Genau dafür entscheidet man sich schließlich für einen Unlimited-Tarif. Umso unglaublicher war es für mich, dass mein Account anschließend gesperrt wurde. Als Begründung wurde sinngemäß eine zu hohe beziehungsweise auffällige Nutzung der Videogenerierung genannt. Für mich ist das völlig unverständlich: **Warum verkauft man einen Unlimited-Plan, wenn eine intensive Nutzung anschließend offenbar zu einer Sperrung führen kann?** Besonders enttäuschend ist der Umgang des Supports mit der Situation. Auf meine Nachfrage erhielt ich lediglich die Information, dass die Entscheidung endgültig sei und nicht rückgängig gemacht werde. Eine nachvollziehbare und konkrete Erklärung, was ich tatsächlich falsch gemacht haben soll, bekam ich nicht. Auch eine vernünftige Möglichkeit, den Sachverhalt nochmals prüfen oder klären zu lassen, wurde mir nicht angeboten. Ich habe also für einen Unlimited-Tarif bezahlt, diesen entsprechend intensiv genutzt und stand anschließend mit einem gesperrten Account da. Für mich persönlich ist das **kein akzeptabler Umgang mit zahlenden Kunden**. Gerade wer Runway professionell einsetzen möchte und auf eine zuverlässige Videoproduktion angewiesen ist, sollte sich meiner Meinung nach sehr genau überlegen, ob er sich auf einen solchen Unlimited-Tarif verlassen möchte. **Aufgrund meiner Erfahrung kann ich RunwayML nicht empfehlen.**

If I could leave 0 stars I would, I accidentally paid for the yearly subscription, only wanted a month, they switched it to the yearly subscription. I’ve contacted Apple like they told me. I have proof of them emailing me saying that Apple will refund me. I’m on call to Apple right now and they said they had reached out to the company who has declined this. Don’t ever use this company as they a lying, scammers. They’re AI video makers doesn’t actually work either one big scam!

My experience with Runway has been extremely disappointing. I was developing a video project with the assistance of Runway's AI, which helped me create all the static content before moving on to animation. When I ran out of credits, the AI recommended upgrading to the Pro plan, assuring me that the additional credits would be sufficient to complete my video. Trusting this recommendation, I paid USD 17.50 for a monthly subscription. Immediately after the upgrade, the AI automatically launched multiple animations simultaneously, consuming all 2,932 credits without asking for my approval or giving me any control over how they were used. Even more concerning, when I questioned what had happened, the AI itself acknowledged that it should have requested my approval before proceeding. Despite this admission, the credits were not restored. The situation became even more frustrating when the platform suggested alternative ways to finish the video. The final result was extremely amateurish and far below the quality and expectations established during the initial process. I contacted customer support, provided screenshots documenting the AI's acknowledgment of the issue and requested a full refund. However, my request was rejected based solely on the fact that the credits had already been used. My subsequent attempts to obtain a proper investigation have not resulted in a satisfactory response. **My complaint is not simply about the quality of the generated video. It is about the automatic consumption of all my newly purchased credits without prior approval, followed by the refusal to refund the payment.** I believe users should have meaningful control over credit consumption, especially when an AI system recommends a paid upgrade and then automatically initiates multiple costly operations. Based on this experience, I cannot recommend Runway to users who need predictable credit usage, transparent billing and reliable customer support.

If I could give them a 0 i would!! honestly, not only a platform that burns credits and doesn't get the prompts; but they also have a sign in with Google bug that does not allow me to log in! I have been trying to resolve the issue for 2 days, with nobody from Customer Support helping out. Only a bot that is useless. The worst platform ever! They should be banned from taking people's money and offering a terrible service.