runwayml.com Reviews 

Complete con! Used all my Pro credits within the space of 20 minutes, just trying to see if a video for my song would work. Who knew that adding Runway via Chat GPT would mean that Chat GPT and I would get the blame for using all the credits just trying to find out if a style of video would work for me. After getting through the multitude of AI responses just trying to raise a complaint, I recieved a cold, from the gutter, response saying that while they sympathised with me, it was Chat GPT that had used all of my credits trying to show me how a poorly made video could be concocted. I got to see a 10 second pile of rubbish before losing all my credits! I thought other tools were bad but this is outrageously bad. Advice: don't use the tool unless you have mastered an online course on how not to use your credits unwisely. Also, make sure you have deep pockets. Lastly, be prepared for the tool to keep throwing you bullshit responses and then saying it is your fault, even though you have thoroughly explained what you want in clear steps. Analogy: asking a builder to do some work, only for the builder to charge you for doing the exact opposite to what you instructed them to do but still charging you for the priviledge. Avoid at all costs. If I could have given minus 1, I would have have.

Biggest and most expensive AI crap ever used!
Do not go there and let this company go to a early grave.

Bad video edits even after a sample request. Sample approved and the result did not even got close to the sample.

Also 35€ for a month and for a 25sec video edit, +1000 credits gone of 2500 credits!

Stay away from it, really!

Wish I'd read the reviews first. I got directed to Runway through Chat GPT, I'm a novice with AI, paid for the standard plan. They took the money and left me on the free plan, got that sorted out but I ended up with 5 pictures that were useless, one was a total stranger sitting in a kitchen somewhere.The remaining four were of my dog, she's a girl but they added a 'little something'. I pointed out that the pictures were incorrect and was told theywould be altered. Two more pictures and the same error in both. My credits are now almost run out, they won't refund me for their mistakes even for the total stranger, I've cancelled my account and, even though it still has four weeks to go, it's useless as I haven't got enough credits to do anything.
Don't waste your time and money with this awful set-up

Someone opened a Runway account using my business email without my permission and charged my card three times (receipts #2265-6275, #2386-4698 and #2062-9970). I reported it to Runway support on October 5 and opened two cases, 238591 and 239504. All I've gotten back are AI bot replies, and no actual person has responded. I've had to dispute the charges with my card issuer. If you use Runway, watch your statements closely, and be aware there's no real way to reach a person when something goes wrong.

Tried it with 1 video,
cost overall: 30€ and no useable result.
Now I have to mess around with a AI support bot for getting money back.
really annoying! after 3 mails 0 result.

Mistakes in the videos, more credits to fix them

I used Runway to create promotional videos for my small business. I specifically requested a video without additional credit costs, but the results contained repeated mistakes, and correcting them required more credits.

I also ended up with an annual subscription when I wanted month-to-month billing. Between the subscription commitment and the cost of retrying unusable results, I feel misled and disappointed.

Before paying, check the total subscription charge, billing period, and whether fixing generation errors consumes more credits. In my experience, paying did not mean receiving a usable video that followed my instructions.

Please note that runway.ai is the same as runwayml.com is the same as runway.com. There are different review accounts on Trustpilot but essentially they are all for the same business - all are equally bad and which is very much reflected in my experience too.

If I could give Runway zero stars, I would.

The biggest problem with Runway is not the technical issues. It is the complete lack of customer support when something goes wrong.

I opened support case #232812 and provided detailed information about the problems I was experiencing. The case was supposedly "escalated" to their support team, yet I have received absolutely no assistance. No troubleshooting, no explanation, no solution and not even a proper acknowledgement from a human being addressing the issue (or even an AI for that matter).

I have followed up repeatedly and added further information to help them investigate. Still nothing.

In the meantime, I have had to pay for a subscription to another platform simply so I can continue working. Interestingly, I am now using the same AI model there, with the same assets and the same prompting approach, without the problems I was experiencing on Runway.

But at this point, that is almost secondary. Technical problems can happen with any platform. What is unacceptable is taking customers' subscription money and then effectively disappearing when they need support.

A support ticket being "escalated" means very little if nobody actually responds to it.

I have now asked Runway to either resolve the problem or refund my subscription. Based on my experience so far, I would strongly advise anyone considering Runway to take the lack of customer support into account before paying for a subscription.

If I could leave 0 stars I would, I accidentally paid for the yearly subscription, only wanted a month, they switched it to the yearly subscription. I’ve contacted Apple like they told me. I have proof of them emailing me saying that Apple will refund me. I’m on call to Apple right now and they said they had reached out to the company who has declined this. Don’t ever use this company as they a lying, scammers. They’re AI video makers doesn’t actually work either one big scam!

My experience with Runway has been extremely disappointing.

I was developing a video project with the assistance of Runway's AI, which helped me create all the static content before moving on to animation. When I ran out of credits, the AI recommended upgrading to the Pro plan, assuring me that the additional credits would be sufficient to complete my video.

Trusting this recommendation, I paid USD 17.50 for a monthly subscription. Immediately after the upgrade, the AI automatically launched multiple animations simultaneously, consuming all 2,932 credits without asking for my approval or giving me any control over how they were used.

Even more concerning, when I questioned what had happened, the AI itself acknowledged that it should have requested my approval before proceeding. Despite this admission, the credits were not restored.

The situation became even more frustrating when the platform suggested alternative ways to finish the video. The final result was extremely amateurish and far below the quality and expectations established during the initial process.

I contacted customer support, provided screenshots documenting the AI's acknowledgment of the issue and requested a full refund. However, my request was rejected based solely on the fact that the credits had already been used. My subsequent attempts to obtain a proper investigation have not resulted in a satisfactory response.

**My complaint is not simply about the quality of the generated video. It is about the automatic consumption of all my newly purchased credits without prior approval, followed by the refusal to refund the payment.**

I believe users should have meaningful control over credit consumption, especially when an AI system recommends a paid upgrade and then automatically initiates multiple costly operations.

Based on this experience, I cannot recommend Runway to users who need predictable credit usage, transparent billing and reliable customer support.

If I could give them a 0 i would!! honestly, not only a platform that burns credits and doesn't get the prompts; but they also have a sign in with Google bug that does not allow me to log in! I have been trying to resolve the issue for 2 days, with nobody from Customer Support helping out. Only a bot that is useless. The worst platform ever! They should be banned from taking people's money and offering a terrible service.

If I could give RunwayML zero stars, I would.

I’ve made a few videos using the platform, and the experience has been incredibly frustrating. It repeatedly makes very simple mistakes, even when the instructions are clear. You then ask it to correct the mistake, it charges another 750 credits, and very often it makes exactly the same mistake again. You try again — another 750 credits gone. Before long, you have burned through your credits trying to get Runway to fix errors that should never have happened in the first place.

What makes this worse is that it genuinely feels as though the system is designed to keep you regenerating and spending credits. I obviously cannot prove that this is intentional, but after seeing the same simple mistakes repeated despite explicitly asking for them to be corrected, that is certainly how it felt to me.

I also had an issue where the video appeared to have no sound in the Runway player. I was effectively being pushed towards spending more credits trying to fix it, yet when I downloaded the exact same video from the chat, the sound was there and worked perfectly.

Every regeneration costs you heavily, even when you are simply trying to correct something the AI got wrong.

The credit system makes an already frustrating experience feel extremely unfair. You can spend a significant amount of money very quickly while repeatedly trying to fix basic errors.

My advice: be extremely careful before buying credits. Understand that every failed generation and every attempt to correct it can cost you hundreds more credits.

Based on my experience, I will not be using RunwayML again.

Awful. Rip off. Zero customer support. Inability to cancel. Endless loop of AI trash. After spending 3 hours trying to render a video— the output was a black screen. I tried to contact customer support for a refund. They were AI and RUDE. I plan to upload the horrific exchange via social media to warn others of my experience. It’s not even about the money, it is the predatory practice of the app and lack of accountability. Completely sold a lemon. Do not use!

Extremely disappointing experience. Videos don’t follow the prompt, and characters, faces, and outfits change between segments. A single 16-second video had to be regenerated multiple times, cost me over $40, and still wasn’t usable.

On top of the money wasted, the amount of time spent regenerating and trying to fix the AI’s own mistakes is ridiculous. Why should users keep paying with both credits and their time for results the system got wrong in the first place?

For a professional AI video platform, this is unacceptable.

SCAM STAY AWAY

Wow what a blatant scam. Total scam and fake service. Ran an experiment and had everyone on the team make an account and ask it for basic promts for videos. Rhey were asked to pay 50 bucks on top of their subscription, and then no ones videos rendered. 18 people individually. "Unknown error occured" then we are shown an upcharge page. Arrests need to be made. we may take this to court

1/5 — Repeated failures on explicit instructions, thousands of credits wasted, no accountability
I gave Runway's Agent a detailed, explicit production brief with clearly marked "non-negotiable rules" (exact cast, no visible cords/outlets, specific continuity, defined color coding). I re-uploaded that same brief in full at least 10 times across two sessions trying to get compliant output. It never fully worked.
When I asked the Agent to audit its own delivered file against the brief, it confirmed nine separate rule violations — visible wall outlets, a wrong actor substituted for a family member, a duplicated character, incorrect status-light colors, a family member skipped during a goodnight-kiss scene, an appliance shown in the wrong state. Three of those defects were still present in the file handed to me as "final." In its own words, these were "real disqualifying issues, not cosmetic ones," and it "shouldn't have handed over as final" a file it knew was broken.
That admission cost me dearly: roughly 8,000 credits in one session and a further ~1,470 in a second, on top of a credit top-up I added specifically to fund fixes — around 9,500 credits total — for a deliverable that still isn't usable. Several "fix" attempts made things worse, regressing elements that had already been corrected.
When I raised this with support, the response was a boilerplate explanation that credits are only auto-refunded for system-detected failures, not for completed-but-wrong output — regardless of how explicit the brief was or how many times the same defects recurred. The burden was placed back on me to hunt down individual share links for a manual review, after the product had already cost me hours and thousands of credits.
If your project requires the tool to reliably follow specific, non-negotiable constraints — not just "roughly get the vibe right" — budget for this kind of repeated, expensive failure, and don't expect the credit system to protect you when it happens.

dont use this it does not listen to your prompts only grabs your money

Absolute trash! AVOID!
Very expensive considering it takes thousands of credits to atcually get a video right, but then you realise that's precisely their business model, make you regenerate again and again so you have to top up credits.

Not me, once tjeee credits are used up I'm gone!

I tried Runaway free with plans to use it with Cursor to generate advertising for my business. I was impressed but a little disappointed at the same time.

My biggest issue - It made several mistakes it needed to re-render but charged me credits to fix those mistakes. The mistakes were not mine from prompt. One mistake was it placed the font name among the text on a slide. Another mistake was it got the app name wrong on one of the slides.

So it seems llike it makes mistakes using nanobanana and eats your credits fixingthem. Not a polished product. maybe once it is more advanced I will pay to use it because I do see a lot of great potential.

Absolutely garbage, asked it to make the most basic video from screen grabs and photos and its cost me £20 and is worse than i could have done myself. Total waste of time and money!

subscribed to Runway expecting to use it for professional video generation, but I had repeated issues with the AI not following clear instructions while still consuming credits for each attempt. I contacted support and explained the problem in detail, including the excessive credit usage caused by failed generations. The case was escalated to a manager, but they ultimately refused any refund.

The most frustrating part was paying for repeated attempts to correct outputs that did not follow the instructions provided. Based on my experience, I wouldn’t use the service again.