As a technology platform first, the 10-year-old clothing subscription-rental business Rent the Runway is vocalizing its triumphs, as well as its growing pains.
Over the course of the last few weeks and weeks ahead, the company is implementing significant changes to its operation, revealed in an e-mail from chief executive officer and cofounder Jenn Hyman. One of these is a “significant software transformation” in its fulfillment operation.
In a follow-up e-mail sent Friday, Rent the Runway said the string of order delays being seen by customers were due to “unforeseen issues” that were associated with the software update and to expect delays of up to two to three days until Oct. 15.
Until its operational upgrades are made, Rent the Runway will not be taking on new subscribers or new event rental orders from existing subscribers, according to the e-mail. Across social media and through customer service channels, consumers demanded to know what was happening.
Over the course of the last few weeks and weeks ahead, the company is implementing significant changes to its operation, revealed in an e-mail from chief executive officer and cofounder Jenn Hyman. One of these is a “significant software transformation” in its fulfillment operation.
In a follow-up e-mail sent Friday, Rent the Runway said the string of order delays being seen by customers were due to “unforeseen issues” that were associated with the software update and to expect delays of up to two to three days until Oct. 15.
Until its operational upgrades are made, Rent the Runway will not be taking on new subscribers or new event rental orders from existing subscribers, according to the e-mail. Across social media and through customer service channels, consumers demanded to know what was happening.
After 2+ years of being a RTR unlimited user, I canceled this week – not even a sorry #canceled #renttherunway #fail https://t.co/SboYoNqKJM via @TheHustle
— Amanda Tetrault (@AmandaTaytro) September 26, 2019
Growth happened.
“The rental business has gone from zero to 100 miles per hour over the past 12 to 18 months,”