Rent the Runway returns to normal operation after 14% of subscribers affected by delivery meltdown
Rent the Runway has returned to normal operations and begun accepting new customers and rental orders after nearly a month of delivery chaos.
The online fashion rental service, announced on September 27 that in order for it to focus on “our current customers”, it would not be “accepting new subscribers or new event rental orders to be delivered before October 15.”
It has now resumed its usual operations ahead of schedule, following a dramatic few weeks in which hundreds of customers complained of their outfits arriving late or being cancelled without warning.
We’ve completed our system upgrade and are back to business as usual. We’re welcoming new orders and new subscribers to our growing community!
Read more ➞ https://t.co/8CBfSae3ZG
— Rent the Runway (@RenttheRunway) October 8, 2019
The issue was exacerbated when Rent the Runway’s customer service team became inundated with complaints, with many customers reporting on social media that they were forced to wait up to three hours to get through to someone.
Rent the Runway’s chief executive Jennifer Hyman said that the disruption was due to “unforeseen issues associated with a significant software transformation”, as it attempted to update its digital operating system.
What. The. Heck. This isn’t ok @RenttheRunway I thought it was just me. Then I see it’s hundreds of thousands of customers & has been going on for over a week? yet not a single email/call/notification to let us know we aren’t going to get what we ordered and paid for? @rtrhelp pic.twitter.com/AOjcRXW6Sg
— Summer Ratcliff (@SummerRatcliff) September 26, 2019
Around 14 per cent of its total subscribers and six per cent of customers who used the service for a one-off event were affected by the supply chain chaos.
In a bid to limit the damage, Rent the Runway has offered those affected $200 in cash and those eligible received their payments last week.