--- title: Rent the Runway Is Throwing $200 at Angry Customers description: Rent the Runway subscribers could get $200 cash and full refunds on orders that were canceled by the fashion rental startup. authors: - name: Kristen Bahler role: Managing Editor url: https://money.com/author/kristen-bahler/ bio: Kristen Bahler has spent more than a decade turning culture, work and consumer spending trends into conversation-driving stories. Today, she leads Money's sponsored content channel and reader-favorite franchises like Best Places to Live and Best Places to Travel. education: Northeastern University, MA Journalism at_money_since: 2016 articles: 52 covers: - Lifestyle - Banking - Business - Career Advice - Credit - Credit Cards - Economy and Politics - Education - Health and Wellness - Housing - Identity Theft - Insurance - Investing - Loans - Mortgages - Personal Finance - Pets - Professional Services - Retirement - Shopping - Taxes - Technology social: - https://www.linkedin.com/in/kristen-bahler/ published: '2019-09-30T16:11:42.000Z' modified: '2024-05-17T04:18:32.000Z' section: Lifestyle tags: - fashion - renting word_count: 291 canonical: https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/ type: Article source: structured-blocks --- > **Disclosure:** We research all brands listed and may earn a fee from our partners. Research and financial considerations may influence how brands are displayed. Not all brands are included. [Learn more](https://money.com/page/disclaimer/). ![Rent the Runway San Francisco Ribbon Cutting with Mayor London Breed](https://img.money.com/2019/09/rent-the-runway-cancel-orders-200-dollars-1147849969.jpg) *General view of the ribbon before the launch of Rent the Runway's West Coast flagship store on May 08, 2019 in San Francisco, California.* Rent the Runway is handing disgruntled customers $200 in cash as it rushes to fix an operations snafu plaguing its supply chain. Angry comments flooded Rent the Runway's Twitter and Facebook pages this weekend, mostly from customers who never received outfits they’d ordered for weddings, awards galas, and other formal events, and who were unable to reach the the fashion startup's overtaxed customer service line. Rent the Runway, which started as an e-commerce business in 2009, lets customers rent designer clothes and accessories for monthly subscriptions of $89 and $159. The company opened its first physical location in New York City in 2013, and has since expanded its brick and mortar presence to San Francisco, Los Angeles, Chicago, and Washington, D.C. Over the last several months, it's raised LOTS of venture capital: In March, Rent the Runway's private market valuation [reached $1 billion](https://www.nytimes.com/2019/03/21/business/rent-the-runway-unicorn.html). In April, *TIME* named [CEO and Co-Founder Jennifer Hyman](https://time.com/collection/100-most-influential-people-2019/5567849/jennifer-hyman/) one of its “100 Most Influential People of 2019.” But starting September 13, the company has faced an escalating supply chain nightmare due to a software upgrade at its fulfillment centers. As a result, it's been unable to keep up with customer demand. In an interview with [*Bloomberg*](https://www.bloomberg.com/news/articles/2019-09-27/rent-the-runway-pays-angry-customers-200-after-service-failures), Hyman said 14% of Rent the Runway subscribers have been affected by the disruption — all of whom will get full refunds on their orders, plus $200 in cash (not Rent the Runway credit). The company is also halting new rental orders and subscribers until October 15, she said. "You rely on us for meaningful events in your life and to get dressed everyday,” Hyman wrote in [an email to subscribers](https://www.fastcompany.com/90410411/rent-the-runway-customers-are-mad-as-hell-over-cancellations?ref=hvper.com&utm_source=hvper.com&utm_medium=website) on Friday. “We realize we have let some of you down, and we need to fix it.” ```json { "@context": "https://schema.org", "@graph": [ { "@type": "BreadcrumbList", "@id": "https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/#breadcrumb", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://money.com" }, { "@type": "ListItem", "position": 2, "name": "Lifestyle", "item": "https://money.com/lifestyle/" }, { "@type": "ListItem", "position": 3, "name": "Fashion", "item": "https://money.com/fashion/" }, { "@type": "ListItem", "position": 4, "name": "Rent the Runway Is Throwing $200 at Angry Customers" } ] }, { "@type": "WebSite", "@id": "https://money.com/#website", "url": "https://money.com", "name": "Money", "publisher": { "@id": "https://money.com/#organization" } }, { "@type": "WebPage", "@id": "https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/#webpage", "url": "https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/", "name": "Rent the Runway Is Throwing $200 at Angry Customers", "isPartOf": { "@id": "https://money.com/#website" }, "datePublished": "2019-09-30T16:11:42.000Z", "mainEntity": { "@id": "https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/" }, "inLanguage": "en-US", "breadcrumb": { "@id": "https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/#breadcrumb" }, "dateModified": "2024-05-17T04:18:32.000Z" }, { "@type": "Article", "headline": "Rent the Runway Is Throwing $200 at Angry Customers", "articleSection": "Lifestyle", "image": [ { "@type": "ImageObject", "url": "https://img.money.com/2019/09/rent-the-runway-cancel-orders-200-dollars-1147849969.jpg", "width": 6720, "height": 4480, "caption": "Rent the Runway San Francisco Ribbon Cutting with Mayor London Breed" } ], "author": [ { "@type": "Person", "name": "Kristen Bahler", "url": "https://money.com/author/kristen-bahler/", "@id": "https://money.com/author/kristen-bahler/#author", "description": "Kristen Bahler has spent more than a decade turning culture, work and consumer spending trends into conversation-driving stories. Today, she leads Money's sponsored content channel and reader-favorite franchises like Best Places to Live and Best Places to Travel.", "image": "https://img.money.com/2016/08/kristen.png?w=350&h=430&crop=1", "email": "kristen.bahler@money.com", "jobTitle": "Managing Editor", "alumniOf": "Northeastern University, MA Journalism", "sameAs": [ "https://www.linkedin.com/in/kristen-bahler/" ], "worksFor": { "@id": "https://money.com/#organization" } } ], "publisher": "https://money.com/#organization", "datePublished": "2019-09-30T16:11:42.000Z", "description": "Rent the Runway subscribers could get $200 cash and full refunds on orders that were canceled by the fashion rental startup.", "abstract": "Rent the Runway subscribers could get $200 cash and full refunds on orders that were canceled by the fashion rental startup.", "@id": "https://money.com/rent-the-runway-cancel-orders-200-dollar-payment/", "inLanguage": "en-US", "dateModified": "2024-05-17T04:18:32.000Z", "wordCount": 291, "keywords": [ "fashion", "renting" ], "about": [ { "@type": "Thing", "name": "Lifestyle", "sameAs": [ "https://en.wikipedia.org/wiki/Lifestyle" ] }, { "@type": "Thing", "name": "Fashion", "sameAs": [ "https://en.wikipedia.org/wiki/Fashion" ] } ] } ] } ```