HURR Anmeldelser 3 245

Easy to use website from start to finish
Dress arrived on time and in great condition
Perfect for Christmas party night
Returns label enclosed too so super easy to return
Great experience all round

This was my first time renting through Hurr (from Georgia’s Wardrobe), and it will absolutely be my last.
In my personal experience, the level of customer service was non-existent. What started with a small amount of empathy quickly turned into a frustrating cycle of being blamed for simply trying to request a reasonable refund.
The dress arrived with poor sizing and a cheap-looking quality that didn’t match the listing. I couldn’t return it within 24 hours because I was away for work. As soon as I was able 48 hours later I contacted Georgias wardrobe to explain the situation and state that I wouldn’t be wearing it.
That’s when everything became a stressful mess.
Instead of any genuine customer care, both Hurr and the lender kept deflecting responsibility onto each other. I was repeatedly directed back to the same rigid T&Cs, with no consideration for individual circumstances. It felt like nothing more than internal politics between Hurr and the lender, each refusing to make a decision and each insisting the other was responsible.
To make matters worse, the lender seemed reluctant to refund anything because they “pay commission to Hurr.” Meanwhile, I was left stuck in the middle, with zero support from anyone.
The chat communication was incredibly poor, slow, repetitive, and asking questions I had already answered in my very first message. There was no effort to resolve the issue, no ownership, and absolutely no customer care.
Honestly, stay away. There are far better rental platforms out there that actually value their customers instead of hiding behind technicalities and profit.
This experience won’t stop me from renting again overall but it has certainly shown me to avoid this unprofessional, money-driven setup in the future.

Buyer beware if renting peer-to-peer. Very little redress if you are the renter and you could be left in the lurch ahead of your event.

It honestly wasn’t worth the stress and inconvenience. I was also out of pocket through no fault of my own.

Detail
Great in theory and managed rents are safer I assume, however when I ordered a peer to peer rental it went considerably wrong. I rented a dress for my brother’s wedding where I was a bridesmaid. The Reformation Aiko dress in colour fauna (green).

It is a £300 dress that I would wear once so I chose to rent from Hurr for 7 days which was about £65. I didn’t hear anything from the lender after I rented and so at the beginning of June, three weeks before the wedding I contacted the lender asking if everything was still okay for the rental. This was the 8th June. I didn’t get a response. On 13 June I contacted them again and asked, “If not, please let me know as I still have time to get something sorted if not”. I needed to leave time to order the dress from Reformation if the rental wasn’t suitable.

On 16 June I got a response saying it was being sent and I should receive it by 18 June and to let them know within the next hour if that was okay. I said yes. They then sent me a picture of the dress pointing out stitching that had come loose and which the lender had ‘sorted’ by pinning together with a safety pin. I was a bit put out at this given it hadn’t be advertised as such. In fact it had been advertised with pictures of the dress in a new state with the lender trying it on the Reformation changing room and then pictures from the website. But I didn’t have much choice at this stage as I needed the dress for the wedding and when I checked the Reformation website they couldn’t get it shipped to me in time as the dress wasn’t in stock so would take more time than I had.

When the dress arrived it was in a bit of a state. I contacted Hurr customer care stating, “Hi - should my rental have arrived dry cleaned? It doesn’t appear dry cleaned and has arrived very creased and the pleating detail at the bottom is non existent. I additionally I don’t think it was dry cleaned because it smells of laundry detergent. I’m also asking because I tried the dress on in the shop and if fit perfectly. But this same size rental is very tight and the zip won’t do up. I haven’t gained any weight. You can see the difference from the pictures I sent to the lender in the chat. The dress label has very clear instructions that it should not be washed, nor ironed etc and is dry clean only. It feels like it’s been machine washed and has shrunk.”

I also flagged the stitching issue and that had I known about the hole/safety pin issue I would have cancelled the order then and there as I wouldn’t have wanted to take and chances, and I would have ordered the dress from the retailer but it was too late by the time I found out.

I also tried contacting the lender and very politely asking whether they dry cleaned it as it was not a size 10 fit & all the fine pleating detail was gone. I got no response to that or any of my messages after that.

I went to the store trying on the dress again in the same size in blue (no greens) Not only did it fit, but is was a bit loose. I tried on the size 8 and that fit. I took pictures of this and shared with the lender.

I then spent two very stressful days trying to find a replacement dress at short notice that would work with the bridesmaid palette. It cost me a lot of money and two evenings rushing around London trying on anything vaguely similar. All while dealing with a a very busy period at work, and while I was supposed to be helping my brother drive things to the wedding venue.

What followed was a long a protracted process with Hurr, conducted over email messaging “write your reply above here” type stuff over four months. It only ended after four months as I gave up, which I assume was the intent.

At first Hurr was sympathetic and gave me a refund for the rental (which they had to as I had purchased their form or rental insurance).

I asked to have the postage refunded to me and for them to take the dress down from advertising or for the lender to remove the pictures and advertise it in its actual state as it was a clear misrepresentation which would induce some one to rent.

This is when I started receive standard responses of sorry you feel that way, the dress isn’t new so you couldn’t have expected it to be perfect and sorry it’s not the outcome you were hoping for.

Dealing with someone different every time, they didn’t seem to get the point: the condition of the dress had been misrepresented AND IT DOESNT FIT. I had no issue with it not being new or there being a change to how it looked, but you need to make that clear when advertised so people can make the right choice for them.

The final message I received before giving up was: you were shown the hole before renting and things get a bit creased when posting.

Great experience renting a dress for a wedding. Item was as described, arrived on time and everything was very easy.
I would recommend. I have already booked my next rental!

Love Hurr! Have used it multiple times :)

I really needed a dress for a special event and I found the perfect dress - fit well and was in great condition

Easy to complete and great quality outfit - much cheaper than buying!

Great service. Really helped out with an event (wedding) I hadn't found an outfit for. Sender arranged next day delivery, dress was beautiful and fitted perfectly. Process was straightforward and sender was very communicative and helpful. Would recommend and would use again.

Love using Hurr. Have used the platform a few times now. The process is super simple and I've always had a good experience with lenders. It's so nice being able to make the most of other people wardrobes and not clutter mine up with more clothes. I love the circular concept and will continue to use Hurr.

Amazing, the dress arrived bang on time, in brand new condition (still with tags.) it was a stunning dress and a brilliant service.

Great experiences with Hurr from both renting from others and renting out my own pieces. App and platform makes it super easy to do!

The communication with the seller was excellent beforehand. The garment arrived in perfect condition the day before the rental was due to start. Return process was seamless. Would not hesitate to rent again and excellent service for the price point.

Let me preface by saying, I have used Hurr for years and never had a great experience. Customer service is slow and have previously waited months for a refund. They have now however, excelled themselves in the terrible customer service stakes by passing into committing fraud by taking illegal unauthorised payments.

I rented a dress off a lender back in August for a wedding and couldn't have been more careful with the garment. Packaged it for transit in tissue and a garment bag, wore nothing for it to snag on, didn't drink and even wore my hair up so I wouldn't catch a brush on it. I sent it back on time and the seller messaged me stating there was some damage and did I know anything about it? She sent me some images which looked like a few small snags in the material. I went back and said no I didn't and asked where on the dress the damage was in the hope I could provide some images as evidence but I had no response to this message. The lender had also previously told me the dress was damaged before hire and that she had to get it repaired.

Fast forward to yesterday, I have had £250 taken out of my account from HURR with no authorisation or notification for 'damage'. No one contacted me from Hurr to discuss this beforehand they have just taken this huge amount off me with no authorisation. I did not cause the damage but have not had the opportunity to give evidence to prove this.

Customer Service have told me it's all in line with their terms and conditions but to charge an unauthorised payment of £250 is absolutely shocking with no prior notification or agreement. They just throw 'terms and conditions' at you when they are actually breaking The Payment Services Regulations.

The separate issue here is how Hurr have calculated the damage to total £250 as the dress to buy new is £411 the damage to the dress from the images is minimal. Once again, I didn't cause the damage but there are 2 other sellers on Hurr have the same dress listed with the same damage so it is obviously a common occurrence due to the nature of the material.

I have reported them to my bank and will be reporting to the Financial Ombudsman.

I love renting from HURR. The lenders always communicate well. The clothing arrives at least a day before you need it so there’s no panic/last minute rush. And it brings a new lease of life to my wardrobe. Very happy and would definitely recommend if you want to wear good quality clothes and save space in your wardrobe! (Not to mention the planet-friendly benefits too).

I can’t believe I haven’t used Hurr before. So easy and straightforward, I got to wear the outfit I wanted to wear at the fraction of a price.

I loved that I could rent clothes from others so that it was a very sustainable and simple way to look stylish for an event that I had coming up!

Great service. So much choice of dresses and accessories at a click of a button. No need to wear the same outfit to an event again.

I managed to rent a gorgeous dress that I would never have normally bought myself. It was nice to get dressed up and not feel like I’m in the same outfit I’ve worn hundreds of times before.

Great experience renting with HURR. Fast, convenient shipping and an easy returns process. Lovely dress and planet-conscious fashion.

Loved this rental site, I'm a first timer and it was so simple to use. I was really happy with my rental dress and the renter was brilliant.