I used Hurr to rent a designer handbag for my wedding day and loved it. I then recently rented a dress for attending a wedding. The process was really easy and straightforward. I bought a flex pass (w... See more
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Review summary
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Reviews shaping this summary
This is now the fourth time I used Hurr and I am never going back to buying a dress! This lets you wear a dress you wouldn’t have otherwise been able to afford, and for such an affordable price. I wil... See more
Using Hurr is easy and transparent in regards to rental and postage costs, timings for delivery and when you are expected to return. It is simple to contact the person your are renting from also, and... See more
I've done a couple of rentals now and it has always gone super smoothly and owners have been lovely and my items have been in pretty nice condition. Options to rent from owners who own the item o... See more
Company replied
Company details
Written by the company
HURR is the smart way to rent your wardrobe, on-demand. The UK's leading wardrobe rental platform allows members to share clothes and accessories, securely and in seconds.
Contact info
First Floor, 85 Great Portland Street, W1W 7LT, London, United Kingdom
- contact@hurrcollective.com
- hurrcollective.com
4.5
Excellent
3K reviews
Replied to 37% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
TERRIBLE
I ordered a dress for a special occasion and, when it arrived, I tried it on and discovered a rip in it. I immediately contacted customer service for a resolution, as I did not pay to receive a damaged dress. The dress arrived on Friday and I needed it for an event on Monday, so it was too late for me to order a replacement. I emailed on the Friday, but customer service did not respond until the Monday.
We then went back and forth trying to agree on a suitable resolution, as I was only offered 15% off my next order. I explained that the last time I rented from you was in 2023, so it would have been more appropriate to offer a partial refund instead. It was also unlikely I would be able to use the discount code within the 6‑month validity period.
However, the customer service representative kept repeating information about the discount code and that I would have 6 months to use it, rather than addressing my actual concern. I felt that she was not listening to what I was saying.
Only after I stated that I would dispute the transaction with my bank did you agree to issue a partial refund. I was then told that this was an “exception” because I had “benefited from the dress and the rental”. The reality is that I had no choice but to wear the dress, as I needed it for Monday and did not receive a response from you until that same day, leaving me with no viable alternative.
The customer service representative I dealt with was called Isla.
11 March 2026
Unprompted review
Reply from HURR
Thank you for taking the time to share your feedback, and we’re very sorry to hear that you were disappointed with your experience.
We can see that you contacted our customer care team at 9pm on Friday evening, sharing an image and confirming that you were still keen to keep the item and wear it. The image also showed that the small imperfection was not visible when the item was worn. Unfortunately this initial contact fell outside of standard customer care hours, however we of course responded as soon as the team was back online on Monday morning.
We completely understand how frustrating it must have been to discover an imperfection in the dress ahead of your event and we are sorry for the inconvenience this caused. We want to reassure you that, as a rental platform, all items go through quality control before being sent and that issues of this nature are extremely rare.
As you confirmed that you still intended to keep and wear the item, and as the imperfection was not visible when worn, our standard process is to offer partial compensation rather than a full refund. We can see you were issued with a 15% discount for a future rental and a partial refund on your order, bringing the total adjustment to 30% off the rental price.
We do genuinely value feedback like this and are sorry that this rental did not meet the standard you expected. We hope the 30% compensation goes some way towards addressing the inconvenience caused, and we are glad you were still able to wear the item for your occasion. We do hope you might consider renting with us again in the future.
BEWARE!!! My jacket was stolen!!!
I’ve been using HURR for a few years now. Generally had a good experience. However this time the renter stole my jacket. I took out the extra insurance provided by HURR protect. It took me weeks to sort it out and they never once contacted me without me having to chase them. When I did chase them (they always told me I had done something wrong, like not emailing them to tell them I had filed a claim, I didn’t know I needed to!). Also having filled out the claim form (and then waited 7 working days which is what they said they needed) they then asked me to send them the documents via email again after I chased them! Really shoddy customer service. I’ve only received 50% of what it will cost to replace the jacket and no compensation for the lost income to me during the ski season which is the only time I’m able to rent out the jacket.
10 March 2026
Unprompted review
Reply from HURR
Hi Emily,
Thank you for your review and I’m very sorry again for your experience, as well as the delay in resolving this. We completely understand how frustrating it is when an item is not returned as expected and want to reassure you that this is incredibly rare on the platform.
In some cases we need to carry out additional checks as part of the claims process, which can take a little longer. That said, we’re glad we were able to provide a resolution and just want to clarify that the reimbursement provided represents 85% of the purchase price you originally paid for the item, based on the proof of purchase shared.
As with any cover, claims are based on the original purchase price rather than the current retail value. The 15% adjustment reflects standard depreciation for a multiple years of age and wear, and aligns with what the item would typically be worth today.
We also want to reassure you that the renter involved has been blocked from the platform, and we continue to follow up with them directly.
We’re sorry again that this situation occurred and appreciate your feedback. We know you have been a loyal renter and lender on the platform and do hope you continue to use HURR.
Best,
Team HURR
Cost effective and sustainable option for beautiful outfits
Have used Hurr a number of times for events and never disappointed. Easy process and beautiful items
5 March 2026
Unprompted review
Reply from HURR
Thank you so much for your lovely review!
We’re delighted to hear you’ve enjoyed using HURR for your events and that our process and items have lived up to your expectations.
We can’t wait to help you find more beautiful pieces for your future occasions!
A straight forward and fantastic…
A straight forward and fantastic experience. The suit arrived early, perfectly packaged with a return label to make returns easy. Was in perfect condition and exactly what I hoped for. I’ll definitely be hiring again!
18 February 2026
Unprompted review
Reply from HURR
Thank you so much for your kind review! We’re so happy to hear your suit arrived safely and in perfect condition, and that the return process was easy for you.
We can’t wait to help you find your next rental!
Avoid
I urge anyone considering HURR to read this carefully.
What was intended to be a simple shoe rental resulted in £295 being taken from my account for an item I never got to use. The shoes were dispatched late and arrived after I had already left for my trip. I contacted the lender proactively to cancel before dispatch — they sent the item anyway. I returned it promptly upon arrival back home after my trip.
HURR subsequently charged me a late return fee and the full retail cost of the item (£190). I disputed these charges three times in writing, explaining the circumstances and providing documented proof of return. HURR did not respond to a single message — they only made contact after I posted a Trustpilot review.
In the meantime, the fees were debited directly from my account while my written disputes remained unanswered.
The breakdown:
£37 rental fee — for an item I never used
£62 late return fees — disputed in writing with evidence
£6 postage
£190 retail cost — charged despite proof of return
£295 total
I have had to raise formal disputes with my bank to resolve this. HURR have subsequently contacted me after posting a trustpilot review that they worked very hard to have removed and advised they have refunded the charge for the item minus the "late return fee" however as of today there is no such refund in my bank account. Their communication was rude, accusatory and offered no solution. I remain having paid £295 (lets see if the refund comes through or not) for a pair of shoes I never managed to use due to no fault of my own. I share this so others can make an informed decision. If you value financial security and responsive customer service, I would encourage you to research alternatives such as Byrotation
2 March 2026
Unprompted review
Reply from HURR
Hi Tasha,
We’re sorry to hear that this experience was frustrating, and we appreciate you sharing your feedback. As discussed in our email correspondence, we’d like to clarify the order timeline, in particular that the item only arrived back with the lender 8 days after the agreed return date.
This is why late return charges were originally applied to protect the lender who lent out their item. Most of these charges had already been refunded prior to this review, following your response to our earlier email requesting the return tracking details.
To outline the timeline:
- The item was dispatched by the lender the day before the rental start date using next-day delivery, so that it would arrive for the start of the rental period.
- Royal Mail tracking shows delivery was attempted on the rental start date, however there was no answer at the address at that time. The parcel was successfully delivered the following day.
- The agreed rental period then ended, however the item was posted back several days later and ultimately arrived back with the lender 8 days after the rental end date.
- Return tracking was shared 7 days after the rental end date, in response to our emails requesting confirmation of return. Once this was received, the temporary replacement charge was reversed, prior to this review.
Unfortunately, when an item is not returned by the end of the rental period and we have not yet received proof of return, temporary late fees can be incurred to protect the individual lender who owns the item.
For clarity, the charges referenced in the review are higher than any of the charges made. We have shared a full breakdown of the charges and refunds via email. The only remaining charge is approximately £40, which relates solely to the item arriving back 8 days after a booked 4-day rental period.
We of course take both renter and lender cases seriously and always review order timelines, tracking records and communications carefully to ensure our terms are applied fairly to both renters and the lenders who trust their items with others on the platform.
We are sorry this situation caused frustration and remain on hand via our email correspondence if helpful.
Best,
HURR
Great sustainable way of wearing new clothes
Really good sustainable and more eco friendly way of wearing new clothes! The site offers a lot of different options and different price ranges. The app makes it easy to talk to the renter.
20 February 2026
Unprompted review
Reply from HURR
Thank you so much for your lovely review! We’re really glad to hear you’re enjoying the platform and appreciate the sustainable way of refreshing your wardrobe.
Designer dress at affordable prices
Stunning dress arrived without a hitch. £400 dress for £45 for the night. I was the belle of the ball. Highly recommend.
20 February 2026
Unprompted review
Reply from HURR
Thank you so much for your lovely review.
We’re thrilled to hear your dress arrived smoothly and that you felt like the belle of the ball. That’s exactly what we aim for!
Do NOT use hurr
Do NOT use hurr. Dresses never arrived on time, no refund or credit and no one replies to you when you email.
23 February 2026
Unprompted review
Reply from HURR
We’re really sorry to hear that this was your experience. We completely understand how stressful delivery issues can be, especially when you’re relying on an item for a specific date.
We have looked into this specific case and can see we replied to your email shortly after receiving it and offered a 15% refund as a gesture of goodwill. From the tracking information, delivery was attempted but unfortunately missed rather than delayed in transit.
As this was a peer-to-peer rental rather than a Managed by HURR order, the rental payment is made directly to the independent lender. This means our ability to intervene in delivery arrangements or issue additional refunds is more limited.
We therefore suggested contacting the lender regarding a possible further refund. That said, we are always here to support and help mediate between renters and lenders to find a fair resolution where possible. As the item was kept beyond the original rental period, we were unable to process any additional refund without their confirmation.
We’re genuinely sorry this experience did not meet expectations and appreciate you taking the time to share your feedback.
Amazing experience
Amazing experience, rented a ski suit and the renter was so easy to deal with. Loved the whole concept & will definitely rent again.
14 February 2026
Unprompted review
Reply from HURR
Thank you so much for your lovely review!
We’re so glad you had an amazing experience and that your lender made everything nice and easy - that’s exactly how it should be.
Lots of choice of designers and sizes
Lots of choice of designers and sizes. It was easy to communicate with the renters, I would use HURR again
5 February 2026
Unprompted review
Reply from HURR
Thank you for your lovely review! We’re so glad you enjoyed the variety of designers and sizes, and that communication with the renters was easy.
We can’t wait to welcome you back for your next rental!
Really good rental will be returning!!!
Really good rental will be returning!!!
Thank you
17 February 2026
Unprompted review
Reply from HURR
Thank you for your review! We’re so happy to hear you had a great rental experience and look forward to welcoming you back soon!
This was the fourth time I had used…
This was the fourth time I had used Hurr for an awards ceremony. The app is easy to use and offers a great selection at varing price points. Once ordered delivery was on time and the dress was perfect. Posting back is easy and straightforward. An all round easy and great experience.
4 February 2026
Unprompted review
Reply from HURR
Thanks so much for sharing your experience! It’s amazing to hear you’ve come back to us for a fourth time and that everything, from the app to delivery and returns has been so straightforward. We look forward to welcoming you back again.
Arrived on time and LOVED the dress
30 October 2025
Unprompted review
Reply from HURR
Thank you for your lovely review! We’re so happy to hear your dress arrived on time and that you loved it.
Really easy experience
Really easy experience - dress arrived on time, it was clean, well packaged and it was easy to return
5 February 2026
Unprompted review
Reply from HURR
Thank you so much for your review! We’re delighted to hear you’ve found renting easy and simple.
easy and simple to rent
easy and simple to rent! Great selection of sizes and dresses. The third time I have used Hurr.
12 February 2026
Unprompted review
Reply from HURR
Thank you so much for your review! We’re thrilled to hear that renting has been easy and simple, and that you love our selection of sizes and dresses. We look forward to welcoming you back!
Reply from HURR
Thanks so much for your lovely review! We’re thrilled to hear you’ve enjoyed using Hurr multiple times and can’t wait to help you find your next perfect outfit.
HURR is a fantastic and reliable site…
HURR is a fantastic and reliable site to rent fashion from! The quality is amazing and the process to receive and send clothing for rent is amazingly straightforward.
5 February 2026
Unprompted review
Reply from HURR
Thank you so much for your kind review! We’re thrilled to hear you found the process straightforward and enjoyed the quality of the clothing.
Absolutely love hiring through Hurr
Absolutely love hiring through Hurr. I’ve worn some beautiful dresses from designers like Vampire’s Wife, Rixo and Pink City Prints. Overall the experience has been fantastic. I have had one disappointment when a managed dress didn’t get returned and I was left without anything to wear for one of my best friend’s weddings leaving me in a bit of a last minute panic. I do think the postage and returns charges could be more transparent. What you see on the listing is not the price you pay. BUT it’s a great service which I’ll definitely continue to use.
6 February 2026
Unprompted review
Reply from HURR
Thank you so much for your detailed review!
We’re thrilled to hear you’ve loved renting beautiful dresses from designers like Vampire’s Wife, Rixo, and Pink City Prints, and that your overall experience has been fantastic.
We really appreciate your honest feedback about the managed dress and the postage/returns charges. We’re always looking for ways to make things clearer and smoother for all users.
Reply from HURR
Thank you for your review! We’re so glad to hear your experience was seamless and enjoyable.
I’ve rented through HURR several times…
I’ve rented through HURR several times now and found it incredibly easy and a great experience. I’ve used other similar platforms and had rentals cancelled at the last minute and never had that through HURR. Having managed listings, makes delivery so slick and returns the easiest possible.
5 February 2026
Unprompted review
Reply from HURR
Thank you so much for your lovely review! We’re so glad to hear you’ve had such a smooth experience with HURR and that our Managed listings have made delivery and returns easy.
It’s great to know we’re helping you avoid the last-minute cancellations you’ve experienced elsewhere. We can’t wait to help with your next rental!
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