Rent the Runway is working to keep its users happy. The popular
rental service has recently taken initiatives to improve its services
and address common customer concerns.
Users had been complaining of prolonged wait times to speak to
customer service representatives and dissatisfaction with the quality
of help.
Forbes reported that Rent the Runway also sent an email to some
subscribers listing improvements it is making. The improvements
include two new email accounts customers can contact specifically to
cancel or pause subscriptions, a larger customer service team, a
Twitter account solely for customer service and a second fulfillment
facility in Texas that will speed up the process of shipping and
returns.
Rent the Runway asks customers for feedback to make improvements
These aren’t the only initiatives the company is taking. On July 2,
Rent the Runway hosted a “town hall” session via Twitter, providing
customers the opportunity to engage with the company and in turn
listening to their grievances.
The company also sent a survey a couple of weeks ago to its
subscribers requesting opinions as to where improvements could be
made. The survey addressed points including category expansion and
increased subscription plans.
Last week, Rent the Runway announced an expansion of its drop-off
network through . It has
introduced kiosks to four Nordstrom locations in Los Angeles where
Rent the Runway users can quickly and easily return rented items
without having to ship them back to the company.
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Photo: via renttherunway.com