Dear Rent the Runway: Synopsis of a Rocky Relationship

This is an Op/Ed fashion review. The views expressed in Op/Ed articles do not represent the views shared by Exhibit A as a whole.

Dear Rent the Runway,

We’ve been together for a year and a half now, and I want to connect with you about our relationship. We’ve been through a lot in a short amount of time: three changes of address, including a cross-country move; two “breaks” when I decided to put my membership on hold; and a whole bunch of super annoying screw ups, like damaged items, late shipments, and charges to my credit card when you promised my account was on pause.

When things are good between us, it’s amazing. I love what you bring to my life. You have such cute clothes, and I love being able to experiment with trends and try things out without having to make the anxiety-inducing decisions and long-term commitments that come with buying. I get sick of most clothes after a few months. I only really buy things I know I’m going to love and wear for years to come. You enable me to have fun with fashion without breaking the bank. You give me the infinite joy of an ever-evolving wardrobe without the need for giant closets and disposable income. I love you for these things.   

via Rent The Runway

But you also do things that seriously drive me crazy and make it seem like you don’t really care about being your best self for me and our relationship. In my second-ever order, you sent me a pair of damaged earrings. You once sent me a dress I couldn’t wear because the button holes were so worn out the dress wouldn’t stay closed. You sent me another dress that was missing a button altogether. You sent me a leather skirt with an elastic waistband that was twisted up inside the hem, so, yeah, couldn’t wear that one, either. There was another skirt that lost a button as soon as I put the skirt on, and at least two more pairs of earrings I couldn’t wear because the earring backs were too loose. Oh yeah, and don’t forget the coat with the lapel that wouldn’t lay flat! It was sticking straight out! One time, I returned two dresses in the same shipping bag, but only one of them was processed as returned. That was a friggin’ pain in the ass to sort out.

When these issues come up, it causes me a lot of stress and takes up a lot of my time. In order to get the issues the resolved, I have to either call you - btw, your long hold times are insanely aggravating - or email you, which is totally weird and confusing and super annoying because I often get a different person with each new response and somehow end up having to explain the situation over and over again. Like, what is happening?!

via Rent the Runway

To your credit you’ve done a few things that do show your commitment and your willingness to take responsibility for your mistakes. You’ve refunded portions of my monthly membership fee; you’ve sent me an extra item to make up for a damaged one; and you even rerouted an order already in transit and had it delivered to an Airbnb for me. That was awesome. And now that I’m living in New York City, sometimes you deliver my orders the same day I place them! Wow, that’s a luxury experience for sure. I see your efforts, and I’m grateful. And I know you’re working on personal growth; the introduction of exclusive designer lines is super exciting! I just want a bit more care and consistency.

Please be more thorough and detail-oriented in your inspection process before sending garments to me. Check all of the buttons, and don’t forget the button holes. Check seams. Check straps and earring backs. Make sure jacket lapels are laying flat. Please make it easier to get through to you on the phone, and sort out the email weirdness.

I’m willing to give this relationship more time if you’re willing to keep working on yourself. I think if we can smooth out these wrinkles, we could have something truly special.

Cover image via Racked