Rent the Runway Back Up and Running After Logistics Snafu

Content Manager

Updated as of 10/8/19

Rent the Runway is back up and running after a supply chain and inventory issue occurred last week. The subscription service is once again taking new subscribers ahead of the date it had originally planned. The company released this statement:

“We recently shared an important service update with our customer about the unforeseen issues associated with a significant transformation that we are executing in our fulfillment operation.

We are happy to share the news that we completed our system upgrades ahead of schedule, and are back to business as usual! Today, we’re officially welcoming new orders and new subscribers.

We built this business for our community, and we are so thankful for the support over these past few weeks. As we continue transforming the traditional model of clothing consumption, we may not always be perfect, but please know that we will never stop investing in making your renting experience the best it can be. We are breaking new ground together — thanks for being on the journey with us.”

Original article as of 10/2/19

Rent the Runway ran into a supply chain and inventory snafu, announcing it won’t be adding any new subscribers or event rental customers until at least October 15, CNBC reported.

According to CNBC, Rent the Runway is struggling to keep up with subscriber demands. The company’s co-founder and CEO, Jenn Hyman, sent an email to subscribers with an explanation:

“I’m reaching out to further update you on delays that some of you have experienced in receiving your orders over the last few weeks,” said Hyman. “The delays which began Sept. 13 are due to unforeseen issues associated with a significant software transformation that we are executing in our fulfillment operation.”

Hyman continued in saying that the company’s technical team is working to fix the issues as quickly as possible. It expects to be completed by October 15 or sooner.

“So that we can focus entirely on you, our current customers, while we fix these issues, we will not be accepting new subscribers or new event rental orders to be delivered before Oct. 15,” said Hyman.

CNBC reported that current subscribers could expect shipment delays of one or two days until October  15. Hyman advised subscribers to order in advance of their normal schedule.

To customers who never received their orders, Rent the Runway started giving out $200 in cash. An email was sent at the end of September from Hyman as more and more complaints rolled in about out-of-stock sizes and late order deliveries.

CNBC also reported that Rent the Runway’s head of supply chain, Marv Cunningham, was stepping down at the end of September.

Rent the Runway’s subscription plans are listed at an $89 for four pieces per month and an entry-level subscription of $30 to rent a piece for up to eight days with the option of booking it months in advance. .

The company also launched an unlimited subscription option where subscribers can choose an unlimited number of items each month from its 600-plus designers and exchange those items as they like, with no return dates.

Rent the Runway also has five brick-and-mortar stores – in New York, Chicago, San Francisco, Santa Monica and Washington D.C. Through the stores, the company lets customers use an in-app QR code as identification and passport for their entire experience. They can grab what they want, walk up to a terminal, scan a badge, scan an item and walk out.

There are also 28 dropoff locations for returns through WeWork, a shared space provider in many urban locations used by startups and small businesses.


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