Rent the Runway’s head of supply chain will step down at the end of the month following a torrent of customer complaints over missed and late shipments.
According to the Business of Fashion, Marv Cunningham will depart the pioneering fashion rental company at the end of the month, after hundreds of customers took to social media to complain about their items not turning up in time or at all alongside a seemingly unreachable customer service team.
@rtrhelp @RenttheRunway as an unlimited member that has a wedding tomorrow and flying out of the country sunday, i’m going to miss now only my wedding dress delivered on time but also my clothes for my trip – is RTR going to ship intl for me?? 1-2 days late doesn’t cut it 2/2
— alex k. moore (@akmoore13) September 27, 2019
It's been 11 hours, still not able to reach customer service despite leaving my number for a callback "when the next representative is available." @rtrhelp @RenttheRunway has worse customer service than cable TV providers.
— Belletrist (@NewGlitterati) September 27, 2019
“Marv has been an asset to Rent the Runway as we continue to scale our operations,” the company confirmed in a statement.
“We thank him for his contributions and wish him the best in his future endeavours.”
Rent the Runway, founded in 2009, allows customers to rent high-end cocktail dresses for important events rather than splashing out on an item for one-time use.
2 hours later. Made a twitter account just for rtr..if there was going to be delay issues should've informed us via email rather than tweet it. Not everyone has social media. Rep said they're prioritizing 1-8 day rentals. Unlimited peeps like me get shafted while they adjust. pic.twitter.com/WIbB0Z2D2H
— Jess (@Jessica86663338) September 25, 2019
It has seen a dramatic rise to popularity over the past decade, and its model has been replicated by a range of retailers including Bloomingdale’s and Urban Outfitters.
Last Friday the startup announced on Twitter that it was updating its system, leading to short-term “shipment and customer service delays”.
We’re in the process of upgrading our operation in order to make your RTR experience even better including more inventory & access. In the short term, these changes are causing shipment & customer service delays.
— Rent the Runway (@RenttheRunway) September 20, 2019
However, this did little to quash the concerns of hundreds of customers who complained of three-hour customer service waiting times, cancelled deliveries, and a general lack of communication from the company.
Horror stories came thick and fast on social media of customers paying for its premium $159 subscription, failing to receive dresses for special events including weddings and red-carpet events with no time to buy an alternative.