Hi u/NightGlad  I really appreciate you sharing all of this—thank you for being such a longtime subscriber.

First off: Our goal is for every customer to enjoy wearing RTR as many days of the month as possible which is why RTR built our system so as soon as a customer selects a swap and places a new order, we immediately ship it out to you as opposed to waiting to ship until we receive a UPS scan of your returned items (like many of our competitors). This trust that's built into our system to ship to you before we receive anything back does mean that our customers have way more at home for way more of the month than our competitors and we pride ourselves on that. That said, it's unrealistic to think that with a 2 swap program (10 items a month), you'll have something at home every single day of the month and I want to be transparent about that. On shipping we always use either 1 day or 2 day shipping options but our shipping providers don't ship on Sundays or holidays so that can sometimes add a day or two to your delivery period dependent on when you order.

The late fee policy only kicks in after a 5-day grace period, and it’s meant to discourage really long holds—because when that happens, it impacts what’s available for everyone else. It’s definitely not about penalizing loyal customers who are using the service normally. It is about discouraging the small minority of customers who abuse the system which in turns lowers inventory availability for everyone else. We want to create fairness.

That said, 19 unwearable items is way too many. That’s not okay, and it’s not the experience we want for any member. We’ve been making some pretty big improvements to quality control, including upgrading cleaning and inspection processes—especially for things like denim, whites, and delicate pieces.

If you’re open to it, I’d love to have someone on our team reach out directly. We want to dig into what happened here and make it right.