customer service representative

operations manager

program manager

customer experience associate

cleaner

Rent the Runway

LONG POST...BUT WORTH IT BEFORE YOU AGREE TO WORK FOR THEM: 

I recently moved to Texas this year and when I applied, I was happy to see the company for what it stood for and their goals... or so I thought. First when you get hired, you go through a staffing agency, which I didn't think anything of it. After 30 days you get benefits and after 90 days, you can get hired into the actual RTR company. My first day should've been a sign to just leave and not come back. They had 2 trainers fly down from NJ who were suppose to train us..when I walked into the room, there is about 40 or so people including the trainers that are going to be learning the material and how we are suppose to do our job.. I guess I can deal with that.... But they LITERALLY spent half our shift trying to get everyone's attention because people kept talking and not paying attention.  People were acting like this was highschool all over again and not even wanting to sit down, shut their mouths and learn everything there is about RTR. 

A week or so into training, have not learned anything at ALL. I tried to get some help by raising my hand (like in middle/high school all over again) and as soon as one of trainers saw my hand, someone else would scream out their name and they would bring their attention to that person and act like I never even existed. After being waiting until they said it was lunch, I finally was able to get some sort of help on the material and they really seemed like they were bothered by me asking them questions when it was LUNCHTIME... again... ARE WE IN HIGH SCHOOL AGAIN? 

So around the middle of the week after, one of the HR agents from the staffing agency told us that our pay was somehow messed up and that some of us would get paid and those who didn't, would have to wait until the following week or pay extra to get it overnight via check to the fulfillment center... how is that fair? Luckily I was paid but there were some people that walked out because they didn't get paid...which I don't blame them at all. 

So a week or two after that we get 2 new trainers... This training somehow got a little bit better, I guess because these 2 were more strict and people could see that they mean business... I mean this is a job not HIGH SCHOOL PEOPLE! It's not that hard. Then I get sick with a fever and barely any voice but I am the type of person to go to work unless I faint or I am ordered to go home by my boss.. something serious. 

we had about 30-ish days of training to which we barely were able to learn everything and when we started first interacting with clients, we did it via email. Which is cool, it gives us an idea of what its going to be like. Then it was like the first week of training again because there was only 2 trainers to help almost 40 new hires with questions and to no help available and we had to pretty much do it ourselves....What baffles me the most is that when we would go over scenarios and we asked what the solution would be, the trainers just wanted us to refund the client's money automatically even though they could've been in the wrong... HOW IS THAT BENEFICIAL??? THE COMPANY IS LOOSING MONEY!! I get it, they are trying to keep their clients and make them happy, but there has to be a stopping point and make it a learning experience and maybe provide some sort of incentive for the inconvenience, not just give them all their money back every single time! 

OH WAIT BUT IT GETS BETTER.... This is when I knew I had to leave.. 


So we had already been deducted for our benefits since it has been after the 30 days and we were suppose to get our medical insurance cards to go to the doctor if we need to. So I took a quick break to call the insurance company to see what I can do since I still hadn't recieved my card. I called and spoke to the RUDEST agent I have ever dealt with. She said this exact words: " You are not covered, you don't have insurance since your name is not in the system (even though it's been past 30 days), you need to wait another 2 weeks before you can get your card and go to the doctors. Call us back then... *click*". SHE HUNG UP ON ME. I went to the HR agent that was in charge and told them my situation and you know what their response was? " Oh well try again in 2 weeks." REALLY? 

All in all, I am not trying to bash RTR as a company because at first from what I saw on their website and what their "core values" are, I thought I was going to love working for them, plus it is something that was new to me since I worked in a different area of customer service. 

But a couple of pieces of advice: 
- DO NOT GO WITH A STAFFING AGENCY.. THEY DON'T CARE ABOUT YOU.
- GO WITH A COMPANY THAT ACTUALLY WILL HAVE ONE ON ONE TRAINING SESSIONS OR IN SMALL GROUPS THAT WILL PROVIDE ALL THE TRAINING YOU NEED. 
- DO MORE THOROUGH INTERVIEWS TO WEED AT THOSE WHO ACTUALLY WANT TO DO WORK, AND THOSE WHO JUST DON'T CARE. 

Ohh.. and the only thing I could say that was nice.. was the free notebook and water bottles we got.. But that is all material stuff. Not worth it. AT ALL.

One must have an extremely tough skin working at any of the Rent The Runway stores.  Thank goodness for wonderful co-workers who became friends and confidantes.  Many times seeing their faces and getting to talk to them during lunch was the only thing to keep me going.  The combination of low inventory, extremely long wait times for dressing rooms and irate customers, it definitely took the toll on everyone.  

Few things that need to change that would dramatically improve morale:

- Please thoroughly TRAIN THE CUSTOMER SERVICE TEAM!! It is unacceptable and hurts us when CI tells customers over the phone the wrong things to get them off the phone (ie: telling customers wrong store hours, incorrect information about when their dress will arrive knowing that we cannot guarantee what van a dress will be on, saying that we carry all 65,000 dress in store when we only carry 1,000, etc.)

- Please be more clear on the website explaining the "walk in" procedure, if you walk in without an appointment you will have to wait for a dressing room to open up you can't just pop in and immediately try on, dressing rooms are reserved for the clients who have paid for an appointment, too much confusion from walk ins who take their anger out on the employees

- Management: Please have monthly events for the team to boost morale.  Dealing with a high stress job is emotionally taxing.  Please keep your promises when saying that we will have team outings (bowling, dinner boat cruises, karaoke, team dinners, etc.) and please be open to feedback from employees and do not bring outside drama/personal matters into the job - we should not be subject to your anger over what happened with your boyfriend, friends, etc.

The most enjoyable part was seeing my co-workers and learning a lot about myself and drawing out strength I didn't know I had.

I don’t know where to begin. I came in to RTR excited about growing with the company as they mentioned only promoting from within. That turned out to be a lie when I first started I loved the company thought I’d be there for a long time. That suddenly changed when the director got fired the culture of the company changed tremendously! We used to get kudos cart every other Friday of the weeks for drinks they took that away, they used to do fit sessions where you can try on garments they also took that away as well the pay isn’t one you can live off! $12-15 per hour. No raises or promotions. They had a program for employees who were selected to become leads it was called an LIT program they put these poor people through months of training and then told them they are gonna hire management from the outside. Although this didn’t effect me directly it changed the way I looked at the company! There isn’t much work life balance here. I never ever had team meeting or just a one on one to determine my progress. Management are unprofessional and young minded. A lot of management have friends or family there in which they choose them for the best shifts! Parking is horrible and floods just about every time it rains. There is never any place to park. So plan to get to work at least 20-25 mins a head of time! No company parties, no company outings, no Morale! This company just became a billionaire company you would think there would be something given to the employees as a thank you for thier hard work... NOPE  not even a .25cent raise. Cheap company, no growth, no employee parking. I tried really hard to stick it out in hopes things would get better but it didn’t so I resigned.  My experience is just mine. Perhaps you’ll love this place just wanted to give an honest review best of luck!

Worked there for two years and never received any higher compensation nor position. Management will punish you for low numbers and quality, but do not take into account that the volume is low. In 2019 with “good behavior” I did not receive no increase of position nor pay due to “the OPS glitches which resulted in over 3 million dollars in refunds.” In 2020 they “gave” us “optional furlough due to COVID” and would only pay us 20 hours or less a week. Once called back they changed the entire system and expected workers to receive 100% in order to keep their jobs. If the 100% was not met then they will put you on a program for 30-days with not one follow up to your progression. Then the cherry on top of the cake is to let you go for only one aspect out of a two aspect program. Then once asked how did they determine the factor of the letting go decision based off of one element and not the other, they stated “Oh! We didn’t even consider that portion of it, but yeah best of luck to you.” My personal belief is that they are getting rid of seasoned workers who demand higher pay to hire outside corporate candidates with salary along with customer service reps who do not know the difference between the culture they try to cover up and what is presented on a day-to-day basis. My advice is to go in and learn the aspect of customer service in the fashion realm and retrieve a few pointers. After that you will go nowhere for a year or more and only receive a hat or socks. Better to progress upward at another company.

Some may think this job is easy because our job is replying to emails and answering chats from customers. Total lie! Very fast paced! As others have mentioned, it's a numbers game! It starts in training. Literally had us in production a week in a half into training.  (training was 4 weeks)

There were signs:
First, we never completed a full 8 hour shift during training. Always let us out early ( 1 -2 hrs) without explanation. People in my training class thought it was "nice" of them but we weren't getting paid for those missed hours! 

Second, the department I worked in only worked part time hours (20 hrs a week).  

Third, they expected more work in a shorter period of time. 

Fourth, no benefits or PTO for part time employees. 

Fifth, they claim OT was performance based otherwise had to be there 90 days to qualify. It was still based off performance even after 90 days unless you're a favorite. 

Sixth, the only helpful resources was their little "cards". Condescending replies when trying to recieve help.

Seventh, low pay.

Eighth, hardly anyone that's a POC is in a higher paid position. One employee has had the same title for 5 years! Even after qualifying for higher positions! Sad! 

Ninth, they love brown nosers and responded well to them. 

Tenth, want you to upsell to customers. ( wasn't in the job description)

Save yourself some time and energy and do not work here! 

I worked as a store stylist for Rent the Runway. At first I was excited and thought I would really enjoy the work and in some ways that was right, however things took a bad turn. There is good and bad, the people I worked with are great, but the compensation is a joke. When they tell you you will make $40,000 a year or $20 an hour, run away because that's a lie. Trust me I'm saying this and my sales were some of the best in the country. You really cant move up in the company from retail to corporate, they don't hire from within and they don't promote. Rather than advancing stylist to senior stylists who had been at the retail location they hired outside stylists. What does that tell you? 

The business also needs SERIOUS work. There are a lot of issues with there never being enough merchandise to sell, dresses never arriving to customers and dresses arriving but being dirty or ripped. Which of course customers will yell at you for that, and when you complain about business practice nothing happens. 

If it's your first job its a good stepping stone, but if you are experienced and want a career go elsewhere. One of the worst markers of this company is that you could walk into their retail location right how and ask all the associates if they would quit on the spot given any other job offer and they would all say yes. Trust me I have asked.

Aside from the typical unbearable heat in warehouse, no care from management and dead end complaints this company has been in a steep decline with company culture. Management and leads hired from outside are paid substantially more than people which have put years into the company. Their hire rate is very high from an onsite agency for operations which equals very quick inadequate training and low performance/quality of work. 

 They do have mediocre medical,dental and vision benefits but nothing amazing. Another perk is you can get a great discount on clothing and accessory rentals which is the company business. On-boarding is good but just be prepared for the endless Google docs and sheets. You'll literally have about 30 tabs open throughout the day. 

 There is a difference in treatment when it comes to departments such as CX or the company main office in NY but this is just something everyone knows about and no one says anything. 

 I'd say it is a good company to start up in and get something on your resume but don't plan on making a career here. Most employees already know this and leave within a year.

RTR is an amazing young company where you're free to be yourself. You have the ability to come to work and express your unique style through your wardrobe. Pink walls accent the office along with beautiful smiling faces. Lunches, snacks, spa treatments, wine, fresh fruit and infused water are just a few of the perks that come along with the job. People often forget that they're at work because we're always laughing and having a good time. You'll make tons of new friends while broadening your experience. You have to be a go getter to work here. Nothing is going to be handed to you without you showcasing some hard work and effort. Lackadaisical attitudes will get you nowhere. So many new entities and new positions open up as the company continues to expand. If you want to grow in this company you have to earn it. Wouldn't trade my job for the world!

I would definitely recommend this job for any student or someone who lives a minimal lifestyle. They definitely are flexible with choosing shifts but it can be super stressful when they need to cover times. By that I mean, they will make it mandatory to those who work part time to work extra hours to cover for under staffing and for hours that can begin having traffic with customer's reaching out. The management and different parties of the company are definitely unorganized when I started but they are slowly changing and making ways. I can say that the company is emotionally stressful to be in and very unpleasant. I did enjoy meeting everyone but there should be a fine line with new structures being placed a month prior not the day of. A typical work week for me varied because some months were super great and some months were not especially during the holiday season.


What is the best part of working at the company?
Best part is chat and email.  Some of the customers are super friendly and appreciative of the help. 

What is the most stressful part about working at the company?
Majority (not all) of the customers are self entitled and extremely rude.  They know how to work the RTR system to get what they want and are abusive to customer experience reps.  Aside from that - working 4 chats at a time dealing with these lunatics screaming at you over minor things is not worth the pay.  

What is the work environment and culture like at the company?
Coworkers and TL’s are great! It’s the self entitled people that ruin the environment.  

What is a typical day like for you at the company?
If I have 50 chats, maybe 10 are nice - if I’m lucky.  
Scheduled breaks make zero sense.  Go on break an hour before you leave most of the time.  Chats and emails are usually back to back (4 at a time) so it can get a bit overwhelming at times.

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$18.67 per hour
Operations manager 3 salaries reported	$75,000 per year
Program manager 1 salary reported	$98,100 per year
Customer experience associate 1 salary reported	$14.38 per hour
Cleaner 1 salary reported	$19.42 per hour

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