Woman warns fashionistas ‘do not rent out your clothes’ as she reveals she wasn’t entitled to compensation from lending platform Hurr when her £400 ski coat was damaged by two borrowers

A woman has warned others against using clothing rental services after she was unable to receive compensation when an expensive item came back damaged.

Aspiring lawyer Devon Lloyd, 24, from London, took to TikTok to explain her ‘stress’ after she received her £400 ski coat back from a renter spoiled.

The 24-year-old used the rental platform HURR, which takes a fee for its services, but despite Devon receiving her item back damaged, she is unable to guarantee reparations.

The platform warns that ‘wear and tear’ is a possibility when lending items, adding on their website: ‘It’s essential to note that as a marketplace, HURR cannot assume financial responsibility for any loss or damage.

Now, Devon has caused a storm online after expressing her disappointment with the platform, with others taking to the comment section to recount similar experiences with clothing rental sites.

Devon Lloyd (pictured), 24, from London, took to TikTok to her express her concern over a clothing renting platform after she was unable to secure compensation for her damaged item

Taking to TikTok, Devon said: ‘If anyone is considering renting their clothes on HURR, this is your sign not to do it.

‘I have never felt stress like I had on this app. No one tells you. They say: ‘Oh my god, it’s great, you can rent your clothes and make back the money you pay for it.’

‘What they don’t tell you is that these companies do not protect your goods at all. It says it in the small print, but they are not liable for your items.

Devon continued: ‘I rented out a ski jacket, this was brand new. I basically bought this with the purpose of renting it out, but I also wanted to wear it myself as well.’

She explained that the first rental went without issues. However, things took a turn the second time when she received the coat back with a damaged belt.

Devon said: ‘This was a brand-new jacket, and this was not regular bobbling, it was almost like someone had put Velcro on it and ripped the belt.’

‘I messaged her, and they’re like: ‘Hi, just try and use a de-bobbling machine, this should sort it.’

‘But in the meantime, I had another rental coming up, so I sent the coat out to the next rental and thought I would try and sort the bobbling out when I get it back.

The 24-year-old explained that the incident has led her to cease renting out her clothes on HURR

The 24-year-old explained that the incident has led her to cease renting out her clothes on HURR 

‘So, I sent out the third rental; this was like chaos, [and] she did not reply to any of my messages.

The 24-year-old added: ‘The rental came to an end… about three days later, I still [did not] have the coat. I contact HURR, and I’m like: ‘The coat hasn’t been returned, and I’m stressed about this.’

‘They replied with no support, they were like ‘We’ll get in contact with her, but there’s not much else we can do’… so not very reassuring.’

‘So, I wait a bit longer and one day the coat does turn up at my house I open the coat… I look closely and the belt is missing.’

‘At this point, I am literally about to lose my mind, the belt had already come back bobbling from the previous person, and now it’s missing.’

‘I contacted HURR, and they are not taking any responsibility for this. They are saying that it’s my problem.

‘They are trying to contact the renter to see if she’s got the belt… but ultimately they are not responsible, so if I do not get the belt back, it’s not their problem, it’s just mine.’

Devon concluded: ‘I just think it’s crazy that even though you’re paying a fee, they do not have any responsibility… and you can request to charge renters, but it’s their choice whether to pay or not.’

‘I think you have to be aware of this if you’re renting on these sites, I personally am going to take my clothes of this site, I don’t think it’s worthwhile for me to be renting with this level of risk.’

MailOnline has contacted HURR for comment. 

Hurr outlines its protocol on its website: ‘If the damage is minor and you’re happy to take the item to a cleaner or tailor of your choice, please discuss this with the renter to come to an agreement. 

‘If they took out Damage Protection, they’ll be covered by us for up to £50. 

‘The Damage Protection would be shown on their price breakdown for the rental if they aren’t sure about this. If Damage Protection was not taken out, your renter is liable for any charges.’

‘While we are dedicated to providing support and guidance in resolving disputes between renters and lenders, it’s essential to note that as a marketplace, HURR cannot assume financial responsibility for any loss or damage. We will, however, do our utmost to assist you throughout the process.’

‘We ask that you kindly bear in mind that minor wear and tear is sometimes to be expected when lending items. Should a repair slightly alter an item please let us know and we’ll advise on whether you can keep renting it on HURR. Just because an item’s lived a little doesn’t mean it can’t live a little more.’

Users took to the comment section of Devon's video to share their thoughts, and many were surprised

Users took to the comment section of Devon’s video to share their thoughts, and many were surprised

Users took to the comment section to share their thoughts on Devon’s experience. One said: ‘I was considering renting my things out to Hurr, but I cannot believe there’s nothing that can be done if someone doesn’t return or damages item.’

A second added: ‘This is exactly why I can’t get with renting, can’t even trust people on reselling sites, now I’ve got to trust people to respect my stuff and return it?’

‘Not a chance I’d want anyone else wearing my clothes. I don’t understand’, a third wrote.

A fourth said: ‘It’s just sad that these days people don’t look after our items – especially when they’re rented. I don’t trust people enough anymore to do this.’




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