Ordered (5) Bridesmaids dresses 8 months before event and had a horrible experience.

First, they told us FIVE DAYS before the event that didn't have the sizes we ordered for (2) of the girls because the dresses were returned damaged. The maid of honor had to purchase a completely different dress and one bridesmaid didn't get the "tall" version that she originally ordered and had to rush out to find flat shoes (dress too short for heels now). A big hassle so close to the event and it added unnecessary stress to the bride and bridesmaids.

After the sizing issue the dresses starting arriving. One had a CIGARETTE BURN / HOLE, one had a BROKEN ZIPPER and one was ALTERED AT THE WAIST (you could see the fabric on the inside that was taken in by a tailor). Keep in mind that the reason we had to pick new sizes is because the original dresses were "returned damaged" and couldn't be rented out. If the cigarette hole and broken zipper were deemed "okay to rent" I can't imagine what the "damaged" dresses looked like!

When we told RTR ablut the problems they refused to refund the rental cost for the damaged dresses. They said we could have 15% off our next order. Umm... no thanks. Honestly, they should have comped the entire order. Sometimes the only way a company will change is when they have financial consequences. They obviously don't want to increase their staffing/payroll costs, and it appears they're either not hiring qualified employees and/or they aren't training them.

This is a great idea for a business, but they need to get better managers and customer service reps and they should update their business model to be customer-based.

#1 priority should be CHECK THE DRESSES WHEN THEY COME BACK so they can recover their cost when someone damages a dress! They're probably losing a ton of money; if they don't check the dresses coming back they can't prove who damaged it and therefore, can't charge anyone. They hopefully have a system in place that keeps record of who checked in each dress so they can hold employees accountable. #2 priority is to keep inventory stocked and rotate out worn/damaged pieces. By checking returned dresses and recovering costs for damage they will have more cash to keep their inventory stocked.