BYROTATION Arvostelua 795

I have used By Rotation to rent out my dresses a couple of times and have to say that the customer experience from Allen’s perspective is very poor. There has been an occasion recently whereby a customer failed to return address. Naturally I gave a couple days for the dress to come back through the mail as I was expecting, I then got in touch with my rotation and they had encouraged me to message the seller and said that I could give them seven days to respond before raising a complaint once raising a complaint I was told that I was out of the grace period to claim action against the buyer and therefore lost a £200 dress which is now sold out on the website and not available to purchase ever again. The company were extremely unbothered about this and not empathetic at all. Be very careful when lending things that are not available to purchase or one of a kind as the company is terrible at offering compensation or support when dresses are stolen.

Simple and easy to use, a brilliant platform for eco-friendlier outfit choosing. I can always find a style to suit the occasion and the lovey renters make it even better.

Really nice to share your favourite wardrobe pieces to get your moneys worth & also borrow other people's items rather than needing to buy new items.

First time using the app in an attempt to save money whilst on maternity leave, ended up spending more than I would have done originally due to sizing issues which I had enquired about prior to the rental being accepted. Customer “support” simply sided with the lender, refused return of charge for cleaning fee even though item was merely tried on and also refused partial refund of 1 day although rental item was returned prior to 3 day rental period commencing. Had to go out and purchase replacement outfit a day before the event. Will no longer be using this app.

Edit: It is completely untrue that you try to make the process fair for renters and I note that even in your reply whilst you acknowledge that the decision may not have been correct in my situation, you again do nothing to make up for this error

Have used as a renter multiple times and always been a great experience. Very happy with every item I have rented and the ease of receiving and sending back.

Amazing to work with! Loved the boots!

After two rentals, I’ve decided to permanently remove my dress from the platform.

In my experience, when fabric damage occurs following a renter’s cleaning attempt, it may still be classified as “wear and tear” under current guidelines.

Lenders of delicate or light-coloured garments may wish to carefully consider this risk before listing.

Instead of returning my dress at the end of the rental period, the renter took it abroad and stopped communicating with me. When it was eventually returned, ByRotation were unable to enforce the late fees in line with their own policies.

What concerns me most is that this renter has done the same thing before — as reflected in their reviews — yet they remain active on the platform. That raises questions about how consistently policies are enforced and how well lenders are protected.

I would encourage ByRotation to take repeat behaviour more seriously and ensure their policies are upheld to protect the community and maintain trust.

UPDATE: the late fees have not been paid and the case is not"resolved". Please would you not lie in public?

Horrible customer service and renter behavior allowed. A renter stole a Gucci jacket from me in December while I was traveling for the holidays. Upon my return home this month, I discovered the item was never returned to me. I immediately messaged the renter regarding this on 2/13 and noticed she had not been active lately. Graciously, I gave her 10 days to respond before contacting by rotation on 2/23. The agent essentially told me “oh well” that my item was never returned since it was not reported within 7 days. Their policy posted online states clearly that if communication issues with the renter go beyond 7 days, to open a dispute and they will contact the renter, which they did not do. Additionally, ground shipping within the US can exceed 7 days alone, so that’s an impossible request. All they did was pretty much agree that I was screwed. I then asked for contact information for the renter to proceed with a police report and mail fraud report since they were no help and was told they would give it to me, but the agent ended the conversation thread with no information given. They have not offered to charge the renter, contact the renter, or do anything in accordance with policy. If lenders cannot go on vacation in fear of not reporting a stolen item within 7 days, a MAJOR policy update is needed. Avoid this app at all costs they encourage nothing but scammers!!!!

Great website. Perfect for finding outfits for events

Was simple but needed

When things go wrong with a rental unfortunately Byrotation don’t have the sellers best interest at heart.

I had a really unfortunate experience twice in a row with the same dress (a high value item) where one person returned the dress 3 days late which caused a delay to the next persons rental, aswell as causing some damage to what was a pristine piece. The next renter subsequently ignored all instructions with the dress and damaged it beyond repair.

On both occassions, both renters ignored my messages and invoice requests so I asked Byrotation to step in. They offered no solution to the problem and instead scrutinised me and requested me to send a full list of evidence of:
- proof of condition of my dress 24hrs before sending vs 24hrs after
- images of the whole item in shot (how can anyone get an adequate picture of a formal dress with a train in one shot)
- proof of purchase
- proof of RRP
- repair receipt (from the first renter)
- screenshots of the pending invoice they asked me to reduce from a 3 day late return fee to 1 day.
- written confirmation from 2 different repair service providers stating that the item cannot be repaired (from the second renter)

I’m not someone who usually leaves reviews, but I was so disappointed and honestly, offended that I was asked to prove myself over my own item - an item I had already invested heavily in and entrusted to their platform in good faith.

At no point did I feel supported as a seller. Instead of advocating for accountability from renters who clearly breached the terms the burden of proof was placed entirely on me.

If you’re considering listing valuable items just be aware that if something goes wrong you may be left to fight your own corner. For me that was a very disappointing experience.

Very easy exchange between myself and the renter! The bag I rented was also great and a straight forward experience!

Just works! Easy to navigate

Sadly, I had a really poor experience with a veil I rented for my wedding. Previously had some great experiences but the customer service I had in response to this issue didn’t show any appreciation for how stressful this incident was, and I felt really disappointed at how i was treated.

The Monday before my wedding (Saturday), my veil rental cancelled on me, last minute. I then scrambled to find another veil I could rent, reached out to the person and explained I needed the veil by Wednesday at the latest, as I was flying out Thursday morning. They agreed to send their veil to me and accepted the rental request.

They charged me £11 for the delivery but sent it using 24 tracked which costs about £4. The veil did not arrive until Thursday, by which point I was already in France for my wedding.

I returned the veil using 24 tracked as soon as I was home, but was refused a refund for the rental. I think this was because their policy for refunds is that the rental has to be returned within 24 hrs of receiving the item - I was obviously in France so could not do this.

I explained this to customer services, to no avail. Essebtially, the renter exploited this loop hole, failed to send me the item on time, then kept the money when I didn’t even get to use the veil.

Wouldn’t recommend using ByRo for any special occasions unless you have a backup.

Like I said, I’ve had great experiences in the past when it’s all worked out, but I think it’s more than fair to judge a service on how they treat customers when things don’t quite go to plan…

Absolutely disgusted at my recent experience with this company and lender who I won’t name but wish I could. I ordered a ski jacket which failed to arrive in time for me going skiing - fine, it happens, disappointed but move on. Which I would have if the lender hadn’t of hassled me to try collect it whilst I was still away, rocked up at my house the day I got back, only to find out that the item was never actually delivered. Threatened me with the cost of the item despite the item never arriving, held onto my money, despite the fact I never received the item, until a point that she could find out where Royal Mail had delivered it (like that’s my issue). Byrotation condoned this which was shocking to me given there was zero liability on my part. They offer no protection to renters. They will take and hold your money to protect lenders with no date for release. Oh and they expect you to sort out th return out of pocket if/ when the item finally arrives (which it still hasn’t). I’m appalled and won’t ever rent again!!

I found the uploading and verification process really straight forward. Always happy to support a female founder in an incredibly innovative business. Especially as we need to turn away from over-consumption and towards sustainability. Now to get the rentals in and make some ££££ !

Very easy to rent my clothes, easy to manage alongside work.