Runaway The Label Reviews 3,409

Extremely risky to purchase as return policy state you ship the items back in your own, which is an additional $50 minimum starting. Also, there are no returns - only credit. Customer service is very poor. Sizes are not always true to size and quality is of forever 21. I would skip this one, been burned twice!

Easy to deal with - goods arrived very quickly and were just as advertised

Paid extra for express and unfortunately took 5 days to arrive; I was already out of the country at this stage so didn’t have it for my event. Customer care advised they ship between 1-3 days but shipped day 4.

I did pay for express: Re: Order #598993

Shipping method:
Express Shipping

I was responded to promptly, my items arrived quickly

Bought the Raelyn Dress in the colour 'Iris.' The only positive thing about my shopping experience was the quality. Sturdy fabric unlike most of the paper thin satin types that are common these days.

That being said, the fit was boxy which to their credit, I am a size AU 4 and did expect a bit of extra room. My main issue was the color. It was supposed to be more of a purple according to the photos not only their own site but others that stock this dress (Fortunate One for example). In reality is was a dull blue that just was not flattering (on me).

I understand that their returns policy is that they only offer store credit (I usually avoid sites like this but the dress looked so beautiful online) unless the item is faulty. While it's not technically a fault in the usual sense, I think this is misadvertisement / misrepresentation and reached out to request a refund on that basis. I sent photos and their response was that they use flash photography and lighting equipment... It's an e-comm shoot. Of course you use flash photography and lighting. I shot for retail for a year. I am aware. Personally I don't think that justifies selling a dress that's not accurately depicted, especially when so many editing tools are available. The tone was arrogant and dismissive. It seems from other reviews that I'm not the only one who Mia rubbed the wrong way. Is Mia even a real person?

I was also told that they hadn't gotten any other compmaints like mine. I have had this happen to me before elsewhere and didn't complain because the item still worked for me, so maybe the color worked for other shoppers. I don't think that should disqualify my disappointment and complaint.

Opted not to get a store credit because I don't like anything else from the site and don't trust them anymore so just sucking it up and afterpaying $150 for a dress I now resent.

Express Post took 7 days. Customer service must be AI - replies are unhelpful and dismissive, tone is flippant and disrespectful.

No refunds, and you have to pay to return an item. Pretty silly considering there’s no store to actually go and try things on. So if I want to try a few for an event and return whatever I don’t like, it’s not possible. Also the sizes aren’t consistent which means there’s just too much back and forth.

Express shipping takes 10 days. Have returned my item it arrived to them a week ago and still no store credit or any communication. Extremely frustrating process.

Very happy with my experience. The item I received was faulty so I contacted them about returning. Their communication was prompt and returns process simple.

The skirt I ordered did not match the sizing chart provided, which was really disappointing. To make matters worse, the brand does not offer direct exchanges, meaning I would have to pay shipping three separate times just to return the item and repurchase the correct size. Until they improve their exchange and returns process, I would not recommend shopping with this brand.

I ran into an issue with a different supplier and came to Runway The Label. Mia, from customer service, responded so quickly and empathetically, and with her best efforts, she helped me get the right dress to me in time for my event.

**UPDATE*** runaway replied to this complaint below but still never replied to my email. Terrible business. Stay away

Received the dress I ordered and it’s paper thin, threads are loose and it’s see through. I advised them of this and they’re telling me it’s a “change of mind return” so I have to pay to send it back and only get a store credit, when it’s their issue as the product is poor quality and all the loose threads make it faulty. When things got too hard for them over email, they ignored me completely. I was dealing with someone called Mia. This company’s ethics are terrible and I would never purchase off here again. I’m just wanting my money back at this point.

I live in CA and I don’t recommend buying from here. I paid 165 for a dress. To return it you have to pay for shipping and they give you credit only. They offered 140 credit plus you pay international shipping to Australia. I basically lost over 60.

Sent wrong dress and wrong size! The customer service really bad! Seems like the company did not want to accept their mistake! The dress beautiful and pretty expensive but the customer service really bad . I loyal customer and turns to be disloyal.

very poor quality and does not match the image that was shown

I've ordered from the website directly a few times (their clothes are also available on revolve.com, which is a very reputable and large site), and I've had a good experience each time. I received the items quickly, good condition. The website clearly states that they only offer store credit for returns so I don't think that is a valid complaint in some of these reviews, but it is an atypical return policy for large companies for regular priced items and possibly a disincentive to order, but its also possible it helps to keep prices lower. The reason I rated 4 instead of 5 stars is because of the sizing. I am 95 lbs, and ordered S size (even though at my current weight, I'm really an XS), and each time the top part of the dress (I ordered 3 dresses) was snug, but the bottom part was too big (was like a M) for 2 of the 3 dresses, and I had to get this taken in with a tailor. After the amendment, I was happy with the dresses. I like the styles, price is fair, and they also have sales sometimes. However, the sizing is off and should be improved on.

Purchased a shirt for a trip I'm off too, followed up with a great employee from Runaway the label called Mia who was straight up, honest and went beyond what was expected. Highly recommend this company especially supporting local Aussie businesses. A +++++

Do not buy from this scam website. Bought in my size according to their sizing chart. The sizing was wildly out, when measuring the clothes they were easily 5-10 inches off what the size guide said. Items also had stains on them. They won't provide a refund saying items aren't faulty. Save yourself the money and time and do not buy anything from this website

Terrible experience – avoid at all costs!
I ordered clothes and they were completely faulty – the pants were like crop pants on me (I’m 187cm tall) and way too small. The sleeves on the shirt were like an XXXL sleeve attached to a L, horrible.

The return process was a nightmare: tedious, drawn-out, and I even had to pay to send the items back. There were some items that were ‘not eligible for refund’ - absolute scam and theft!

After all of that hassle, instead of a refund I was given a gift card for the items that were eligible for refund. Why would I want store credit to buy more clothes that don’t fit, are faulty and are poor quality? Absolutely unacceptable.

Stay away from this store they are an absolute scam.

They put terrible clothes on good models to draw you in and then steal your money when you return them!