Nastygal Reviews 10,512

I asked a question in the dms on instagram and Kai was so nice to answer all of my questions!

Would give 0 star if it was possible. Awful customer service and extremely discriminatory policies. Clothes are cheap and they will not help you if you have an issue. Part of the Debenhams chain and very clear to understand why all high street stores closed down! Avoid at all costs, stick to reliable sites like Asos.

I e-mailed Nasty Gal customer services over an issue with an item I purchased online. The complaint was dealt with promptly and I am more than happy with their response in dealing with this matter.
Well done Nasty Gal! Excellent customer service from April :)

Absolutely abysmal service
First time ordering had to return the item the same day due to terrible quality
They have noted my return to Klarna over a week but still nkt sent my refund to them
I have messaged several times with no replies there customer service is absolutely shocking never ever buying from here again

I ordered a brown and black calf hair jacket and I received an all white calf hair jacket. I have been trying to return the item but according to their system the order number can’t be found. You can only speak with someone via text that provide a text book scripted answer. My return window is closing and i can’t get a return label, not to mention paying shipping and return shipping for the wrong item.

Received a faulty item (dress without a button) and have zero way of returning is via website and haven’t heard back from
The texting bot or Facebook messenger bot for days. When trying to make a “return” it says my order reference isn’t valid. Shocking a company like this has no way to reach out to a real person about a real issue.

Made an order 5 days ago but no email with order number or order confirmation has been received even though money has been taken from my account. Contacted customer services (aka a chat bot) via text as this was the only way to get in touch and they told me two days ago that customer services would look into it and get back to me but still haven’t heard anything. Having just read the other reviews on here I’m worried I won’t get my order or my £177 back! Avoid this company at all costs.

Worst experience ever and the first and last time I buy from this website. My order was not coming so I contacted costumer service and they kept saying my number was not valid, and that I must be mistaken. I never received a confirmation email but i was charged. Luckily I screenshotted the confirmation when I placed the order and kept it .
When I contacted customer service they told me to contact the right channel which is baffling since that was the only way to get through customer service. I still don’t have my order … which is probably some cheap fabric item
I should have never bought at the first place.
Update: I did receive my order. Though I could never find an order confirmation email/ tracking number or customer service contact. I therefore changed my experience ratings.

You know customer service is bad when they don't have a phone number and take longer than 12 hours to respond on the chat service.

Edit: Someone from NastyGal replied stating that someone responded within 24 hours. I complained via 3 methods: What'sApp, Facebook Messenger and email. Whilst What'sApp does tend to respond with a single message every 12-24 hours, my correspondence via Facebook messenger and email has still not received a response. It's been over 2 weeks and I'm still trying to deal with this issue.

I returned an item but have not yet had a refund. They are trying to tell me I was refunded on 25/06/25. That isn't true.

If I could give less than 1 star I would! Please DO NOT ORDER!! I wish someone would have told me sooner! I ordered a denim jacket and shorts for a concert and my total was $300. As soon as I opened the package and began unbuttoning the items to try them on, multiple buttons flew off before I even got to try it on. For $300, I wasn’t expecting defective items and I wish I read the reviews sooner. I reached out to the customer service team to let them know that the items were defective and I got an answer within 3 days. They told me that they sent me a return label to return the items, but the label didn’t even work. I still had to go through the returns portal on the app and start a new return to even get a label. I chose to go with the online label. I shipped the items back to them at the post office. First the items sat for days with no tracking updates. I contacted USPS to ask for an update and they let me know that the items would be shipped differently due to the return label and that it was waiting to be picked up by a return shipping carrier. At this point it had been 6 days since I dropped it off, so I was shocked to hear that it needed to be picked up by UPS instead of just being shipped out like I expected. The item has been “in transit” for over two weeks and each time I check the tracking, it says that it’s ready for pickup. I’m not sure why it’s being picked up, or what strange return labels they use, but it is not what you’d expect and it will take forever for the items to get back to them as it will be bouncing between USPS and UPS. At this point, my return window will have closed by the time it finally (if ever) arrives back to them. I believe this is calculated on their part as a way to not give customers a refund. The return shipping label they give you will take so long that they’ll then be able to say that it was out of the return date and they can’t refund you. This company is a SCAM and is not worth it. At this point, I will be disputing the charge with my bank to hopefully get my money back. Please, please, please, don’t order anything from them! I wish someone would’ve told me sooner!!

Thank you Mark. I had some issues with my order where they send me 2 of the same items. I did a return but after about two months I didn’t get a refund. I got busy and was not able to reach out to customer service but was checking periodically to see if my refund would post. I finally reached out and within 2 days I got my refund. Thank you for a speedy response!

Got in contact within my returns period to ask for a returns label. I still hadn't received a reply to days later so I asked for an update. They replied that evening at nearly 11pm stating they've requested a returns label. I made it clear I needed it for the next day to complete the return on time. They didn't bother getting in touch. Another 4 days later after I'd sent multiple messages they simply replied saying we can't accept a return now, you should of got in touch sooner
Like what kind of response is that?! 7 days later and I still don't have a returns label and they just don't reply to messages?!

Nastygal’s customer service is a 10/10. I had issues with my package delivery, and they were able to resolve it instantly.

I’ve had delivery issues with other companies like Princess Polly and have had no resolution, so I wasn’t optimistic when I reached out to Nasty Gal. However, they were very eager and quick to help!

I feel very confident in ordering from Nasty Gal in the future as they are quick to respond, friendly, and very helpful !

Received my faulty item. Tried to do the right thing and let them know before returning, however I received no responses to any of my 3 emails in the mean time. So I just returned items nearly 2 weeks ago. No news of a refund and haven't gotten any further with the emails. All they have said is 'your item is from Debenhams so you should speak to them instead'. Which seems odd as the label is boohoo and I ordered from Nasty Gal. Nothing online or in the package says anything about contacting Debenhams with disputes?? How are we meant to know. Anyway, never ordering again. Incredibly slow customer service and I kind of just want my money back please. I imagine if I waited for a response to my first email before returning anything I would have missed the slot to return!

I will never shop with Nasty Gal again. I placed an order on May 23rd and never received a confirmation email, tracking number, or the items I paid for. I’ve reached out multiple times—two emails and a message through their chat messenger—and still have not received any real help or resolution.

I contacted Klarna (since I’m being charged through them), and they told me the order was under a different email, but I can’t even access that account—and Nasty Gal still refuses to assist me with verifying or locating the order. I even attempted multiple password resets, and nothing is sent to my inbox.

I’m now stuck paying for items I never received, and Nasty Gal is doing absolutely nothing to rectify the situation. This feels like fraud, and the lack of accountability is unacceptable.

Avoid this company. If something goes wrong, you’ll be left on your own.

Placed an order, of which 2 items are perfect and one is not. I tried to return this item, using the tracking details provided (see order ID below) which works to bring up my full order, but the same ID does not allow you to place a return, with an error coming up stating "Order not found. Check these details match your order confirmation." Immediately opened a whatsapp chat to discuss and resolve, at 8:41am. by 8:42am I was infomed via the chat that I have been transferred to an agent. It is now 4:35pm, still no agent, still no reply, still unable to place a return. At this point given how poor the service is, all 3 items will be going back!!!

UPDATE: THEY REPLIED TO THIS COMMENT TO SAY CUSTOMER CARE HAS BEEN IN TOUCH, THIS IS A LIE!!!! THEY GAVE ME THE SAME RESPONSE THE ROBOT GAVE! Absolute liers, cheat! Reporting the company to trading standards and citizens advice as we speak!!

The quality was abysmal. I paid $150 for two shirts and two skirts. They arrived late and felt like tissue paper. I returned them and 1.5 months later, I have not received my refund. The customer service is terrible. They have a useless AI assistant and make contacting a human super hard. I filed a chargeback with my bank since they’ve been useless in helping me.

Bought a bikini from them. Tried to track it with the order number they gave me which kept coming up as invalid- anyway bikini arrived eventually and I needed to return due to not fitting - all I could speak to was a robot on customer care. They got me a human to eventually talk to but barely helped before putting me back to a robot again. I wonder will they ever let me return and give me a refund. Won't be ordering from them again

Took 7 days for them to post. Dress arrived with huge rip on back. Waiting for customer service to reply to me in order to organise a return. Expect to have problems having now looked at other very negative reviews. Wish I never placed an order with them. Will have to see how long it takes. No dress for holiday now so absolutely Gutted. Returns system and lack of phone number or email really is crazy in this day and age

Since they started shipping with SpeedX.. buyer beware! Nasty Gal gave me a promo code to use that did not work because of my experience. Hopefully I get refunded for my order I never got thanks to SpeedX. I ended up having to reorder and I paid 30 more and I had to pay for
Shipping! Ugh!