FashionPassReviews of thefashionpass.com

Terrible customer service. All of my items arrived extremely wrinkled. They do not ship items in a garment bag. I reached out to customer service asking for a refund and to cancel my account. WORST response! They said well you can just "steam" them on low heat. Excuse me? Who has time to "steam" anything? The whole point of using a service such as this or rent the runway is to not have to deal with drycleaning etc. Also they refused to provide a refund? I didn't get to wear any of the items sent! I was a member of Rent the runway since 2015 never once did they ship items in a plastic bag. Also if there was an issue with a garment they apologized and addressed it right away. This is the worst rental service i have ever tried.

They use USPS for shipping, items take forever to get to you, and they don't ship out new items until the other items are received so you barely get to wear the clothes you are renting.

Have used this company for a few months and for some reason this past month has been awful. For starters, I purchased a dress one month ago and was charged $120. Fast forward, 4 weeks later the dress NEVER came and no one from customer service will respond. In addition I had rented some items a few weeks ago and returned all of them. Today I received an email that they were charging me for a dress because I never sent it back. I am positive I sent it back but they’re telling me they can’t find it. Just save your time and energy and use “rent the runway” or a more popular and reliable company because this company has just been a big headache. Needless to say, I cancelled my membership and will not be using them again.

I bought a gold ASTR dress that never showed up. I have not been issued a refund.

Really bummed with my overall experience. Ordered a pair of sunglasses and received an email confirming my order, then no further correspondence. No confirmation of shipment, no tracking number or information, and nothing further other than when I placed the initial order. I check continuously and when I reached out to customer service, I was told it was delivered on Tuesday (I reached out on Friday). I had absolutely no clue, which resulted in my package being nowhere to be found since I live in a busy apartment building. Customer service told me that "99% of the time" the packages show up and I could reach back out in 3 business days. Upon doing so, I had to continuously follow up for an answer and was told that due to their policy I had to report the package being missing within 24 hours of delivery. But - I had not received any notification of shipment nor delivery from them, which meant I didn't even have a chance to report as I was not made aware of the shipment. They said they could issue me a "half credit" to the site but that was the end of their policy. While I understand and feel for the customer service reps who helped me, I am extremely disappointed in how management/the higher ups (other than the customer service reps) handled the situation. Was looking forward to using the service in the future but now will steer clear and make sure my friends/family do as well.

Charged me for an item I sent back. Did not refund me. Disorganized scam.

They keep trying to charge my card $119 monthly after I returned the items I rented. But FedEx lost the package and they refuse to open a claim. Use RTR for your fashion rentals!!

This company will not let you cancel! They most you can do is pause your account for 1 month, and the website is very misleading about this. I’ve tried reaching out via their various forms of customer service (text, website chat, email- there is no phone option) and have received no help! I’m beyond frustrated and would not recommend this service to anyone unless you want to be trapped