Rent the Runway pays angry customers US$200 after service failures

Hangers are seen at Rent the Runway's 'Dream Fulfillment Centre' in Secaucus, New Jersey, US. Complaints about outfits that didn’t show up on time or never arrived have plagued the clothing subscription service over the past few weeks. — Photos: Reuters

Fashion rental service Rent the Runway is refunding and giving out extra cash to disgruntled customers even as it warned that the service disruptions that have plagued the startup for weeks are likely to continue.

“We know we have broken complete customer trust by not delivering their orders on time,” chief executive officer Jennifer Hyman said in a phone interview on Sept 26.