Rent the Runway

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Rent the Runway

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Rent the Runway's key feedback

1

Review System Frustration

Users find the mandatory review process cumbersome and time-consuming, leading to fake inputs that skew data. Approximately 15% of users express frustration with this feature. "The app forces me to review items, which is tedious and often results in me inputting fake data just to proceed."

Analyzing reviews data...

2

Limited Inventory

Many users are frustrated by the lack of available inventory, with items often being out of stock or not matching their preferences. This issue affects around 20% of users. "I spend hours searching for items, only to find that most are unavailable or not in my size."

Analyzing reviews data...

3

App Navigation Issues

Users report difficulties with app navigation, including frequent logouts and glitches, making the experience frustrating. About 10% of users have mentioned these technical issues. "The app keeps logging me out and glitches when I try to log back in, making it hard to browse or order."

Analyzing reviews data...

4

Quality Concerns

There are complaints about the declining quality of clothing, with items arriving worn, damaged, or not properly cleaned. Approximately 12% of users have raised concerns about this. "The clothes I received were wrinkled and looked like they came from a trash pile, not worth the rental fee."

Analyzing reviews data...

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Nuuly
Nuuly receives positive feedback for its ease of use and the variety of trendy clothing options available. Users appreciate the straightforward subscription process and the ability to easily manage their rentals. However, some users have noted occasional issues with inventory availability.

#2 RUNNER UP

Rent the Runway
Rent the Runway has mixed reviews, with some users praising the service for its designer clothing options and customer service, while others express frustration over inventory shortages and delivery delays. The app's usability and customer service receive both commendations and criticisms, indicating a need for improvement in consistency.

#3 Straggler

Gwynnie Bee
Gwynnie Bee is appreciated for its wide range of plus-size clothing and the flexibility of its rental service. Users enjoy the ability to try different styles without commitment, although some have experienced delays in shipping and issues with the app's functionality.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Nuuly
#1 Users Choice
Nuuly receives positive feedback for its ease of use and the variety of trendy clothing options available. Users appreciate the straightforward subscription process and the ability to easily manage their rentals. However, some users have noted occasional issues with inventory availability.
Rent the Runway
#2 Runner-up
Rent the Runway has mixed reviews, with some users praising the service for its designer clothing options and customer service, while others express frustration over inventory shortages and delivery delays. The app's usability and customer service receive both commendations and criticisms, indicating a need for improvement in consistency.
Gwynnie Bee
#3 Straggler
Gwynnie Bee is appreciated for its wide range of plus-size clothing and the flexibility of its rental service. Users enjoy the ability to try different styles without commitment, although some have experienced delays in shipping and issues with the app's functionality.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Review System Frustration 😤
The app's mandatory review process is cumbersome, leading users to input fake data to bypass it, which skews data accuracy. This inefficiency disrupts the user experience and undermines the reliability of collected data.
The review process is so tedious that I just input fake data to get through it quickly.
Inventory Disappointment 📉
Users are frustrated with the limited availability of desired items, often finding their saved favorites unavailable when they attempt to rent. This scarcity diminishes the perceived value of the subscription and leads to dissatisfaction.
I 'heart' hundreds of items, but almost nothing is available when I try to select them for shipping.
App Navigation Issues 🚫
The app's navigation is problematic, with users experiencing frequent logouts and difficulty adding items to their cart. These technical issues hinder the seamless user experience expected from a premium service.
I've been trying for an hour to add items to my cart, but there's no option to do so.
Quality Decline Concerns 👗
There is a noticeable decline in the quality of clothing, with items arriving wrinkled, worn, and sometimes damaged. This deterioration in product quality negatively impacts customer satisfaction and brand reputation.
The clothes used to be great, but now they arrive wrinkled and overly worn.
Delayed Shipments ⏰
Users are experiencing delays in receiving their rentals, sometimes not arriving in time for events, which disrupts their plans and causes frustration. This issue undermines the reliability of the service's delivery promises.
My outfit was delayed and never came until the day I had to return it.
Subscription Transparency Issues 🔍
The lack of transparency in subscription terms, such as difficulty pausing memberships and unclear browsing options before purchase, leads to unexpected charges and dissatisfaction. This opacity in service terms erodes trust and user confidence.
I tried to cancel my order but kept getting an error message, resulting in unwanted charges.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Review System Frustration 😤
The app's mandatory review process is cumbersome, leading users to input fake data to bypass it, which skews data accuracy. This inefficiency disrupts the user experience and undermines the reliability of collected data.
Inventory Disappointment 📉
Users are frustrated with the limited availability of desired items, often finding their saved favorites unavailable when they attempt to rent. This scarcity diminishes the perceived value of the subscription and leads to dissatisfaction.
App Navigation Issues 🚫
The app's navigation is problematic, with users experiencing frequent logouts and difficulty adding items to their cart. These technical issues hinder the seamless user experience expected from a premium service.
Quality Decline Concerns 👗
There is a noticeable decline in the quality of clothing, with items arriving wrinkled, worn, and sometimes damaged. This deterioration in product quality negatively impacts customer satisfaction and brand reputation.
Delayed Shipments ⏰
Users are experiencing delays in receiving their rentals, sometimes not arriving in time for events, which disrupts their plans and causes frustration. This issue undermines the reliability of the service's delivery promises.
Subscription Transparency Issues 🔍
The lack of transparency in subscription terms, such as difficulty pausing memberships and unclear browsing options before purchase, leads to unexpected charges and dissatisfaction. This opacity in service terms erodes trust and user confidence.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been a loyal Rent the Runway member for years, but recently the quality of clothing has declined significantly. Items arrive wrinkled, overly worn, and sometimes even smelling. Customer service used to be great, but now they won't let you return damaged items without using a swap.
Itzel De Gudino
Week of April 9th, 2025
I love RTR, but the app's new requirement to review items before moving forward is frustrating. It often gets stuck if I mark items as not worn, forcing me to restart the app. Convenience is key, and this process makes it harder than it needs to be.
LateAlways
Week of April 9th, 2025
RTR has become disappointing with a lack of selection and outdated styles. As more users join, the app hasn't kept up with demand, leaving many with subpar options. I used to be a big advocate, but now I'm considering switching to competitors like Nuuly.
Ec_thomas
Week of April 9th, 2025

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.

The quotes of the week

Hear from some of the most impactful users to drive changes
I've been a loyal Rent the Runway member for years, but recently the quality of clothing has declined significantly. Items arrive wrinkled, overly worn, and sometimes even smelling. Customer service used to be great, but now they won't let you return damaged items without using a swap.
Candice Wu
App Store
I love RTR, but the app's new requirement to review items before moving forward is frustrating. It often gets stuck if I mark items as not worn, forcing me to restart the app. Convenience is key, and this process makes it harder than it needs to be.
Kelly Williams
Google Play
RTR has become disappointing with a lack of selection and outdated styles. As more users join, the app hasn't kept up with demand, leaving many with subpar options. I used to be a big advocate, but now I'm considering switching to competitors like Nuuly.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

14 day free trial of paid features

⁠Migrate your feedback in one-click