The items are generally fairly good but customer service is atrocious. I messaged with a complaint about a damaged item back in December and still haven't heard a single thing back. Won't be ordering... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The few items I’ve bought recently have been fine, quality as expected for fast fashion just glad I’ve purchased in the big sales. Otherwise can’t recommend if you want to receive anything quickly.... See more
I ordered two tops on the Saturday , it said it would be sent to the lockers by Tuesday, it’s Tuesday and I still have no dispatch email, so on Wednesday I looked for a way to get in contact with them... See more
Absolutel JOKE!!!! NOW 26 days since they’ve had my returns!!!! This ongoing delay is unacceptable and constitutes a breach of consumer rights and trading standards regulations! This company need... See more
Company replied
Company details
Information provided by various external sources
In 2006, founder Sophia Amoruso started an eBay store selling a highly curated selection of vintage pieces. The shop has grown to become an international style source offering both new and vintage clothing, shoes, and accessories. The name was inspired by the song and album “Nasty Gal.” Betty Davis, the patron saint of badass women, was known for her unapologetically sexy funk music which comprises our vision of femininity—complete with lamé platform thigh-high boots.
Contact info
United States
- customerservices@nastygal.com
- nastygal.com
2.3
Poor
11K reviews
Replied to 57% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I haven't received a refund for 2 months now
I have ordered two coats from Nast Gal on the 1st of January. However, only one coat arrived and the other one was lost in transit or cancelled. I have contacted Nasty Gal numerous times right now, and been promised to receive a refund for the package which has never arrived. However, it is March now, and the last two responses were exactly the same, that they will refund me the money and I would receive an email about it. However, no money and no email so far! The last message said that I should receive my money by the 30th of March??? Seriously? I ordered the coat on the 1st of Jan, and the refund would come only on the 30th of March (if it comes, as the previous message promised the refund by 1st of March!)? This is so unprofessional! Never expected that from a well established brand!
1 January 2025
Unprompted review
Reply from Nastygal
Hi Indre
Thank you for this review, I'm sorry to hear you have had this experience with your order.
I've checked the order and can confirm the refund on the item has been issued and should reach your account within the next 5-10 working days. I apologise for this not being received when initially advised, but rest assured, the refund has been issued for you.
I appreciate your patience with this.
Thanks - Dean
Jay G did a great job with my return
Jay G did a great job with my return, the experience was great thank you!
7 March 2025
Unprompted review
Reply from Nastygal
Hello Katie,
Thank you for taking the time to leave us your review and we appreciate your feedback regarding Jay's customer service.
I'm pleased they were able to assist with your returns query and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a lovely day, take care! x
Renzo did a great job
We ordered some loungey troos... There was an issue so we contacted customer service... Their advisor, Renzo, sorted it all out with a replacement straight away ... A great bit of customer service from Renzo.
5 March 2025
Unprompted review
Reply from Nastygal
Hello Iain,
Thank you for taking the time to leave us your review and we appreciate your feedback regarding Renzo's customer service.
I'm pleased they were able to assist with your query and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a lovely day, take care! x
Bait & Switch
I ordered two chairs and put in my address during the order process. I was charged for the chairs plus delivery and the money was taken from my account. The following day I got a email to say they don’t delivery to my address in the UK. Now I’m being told it can take 2-3 weeks for a refund. Worst service ever. Beware!!!
3 March 2025
Unprompted review
Reply from Nastygal
Hello Geraldine
Thank you so much for taking the time to leave a review regarding your recent experience with Debenhams, however, this Trustpilot page is for NastyGal.
Refunds are slightly delayed at the moment across the Boohoo Group brands and all customers are having to wait the same time.
Kind regards – Abdullah
Horrendous
Horrendous! They have been taken over by Debenhams which is a scam.
Have been waiting 24 days for my money back on a refund sent. Was advised this would be in my account on the 19th feb and this was not received. I contacted them once more and I got the exact same email with very poor grammar stating it’s now 11th March.
DO NOT PURCHASE FROM THEM. THEY DO NOT GIVE YOUR MONEY BACK.
1 March 2025
Unprompted review
Reply from Nastygal
Hello C,
Thank you for taking the time to leave your review and sharing your experience.
I am sorry to hear you have not yet received your return refund. To note, once our warehouse confirm your return via email, a refund will be processed in 14 days. After the 14 days, this can take up to 5 working days to clear to your account depending on the payment method you used.
Should you not have this by March 11th then do let our team know and they wil be able to resolve this for you.
Thank you
Aimee
Avoid
Avoid.
I had to contact them to chase an order that was overdue.
They initially stated that this had been delivered, before later accepting that they were unable to fulfil this due to “stock issues”.
They have subsequently agreed to a refund, but have indicated that it will take “19 banking days”.
20 February 2025
Unprompted review
Reply from Nastygal
Hello Mike,
Thank you for taking the time to leave your review. I am sorry to hear you have not yet received your refund.
Having checked your order, I can see that a refund of £18.00 is pending processing through our system back to your bank account. This will be in your bank no later than March 14th.
Thank you
Aimee
I returned this item at the beginning…
I returned this item at the beginning of February and heard nothing. When I emailed I was told it would be refunded by 27th February latest. It wasn't. Emailed again and received the exact email I received before but with a date in 6th March. The item is over £100 and this is not acceptable.
28 February 2025
Unprompted review
Reply from Nastygal
Hello Valarie,
Thank you for taking the time to leave your review. I am sorry to hear you have not yet received your refund.
Having checked your order, I can confirm a refund of £108.12 is processing through to your bank account and will be with you by March 7th at the very latest. Your refund was processed on March 1st and banking timeframes is up to 5 working days.
Thank you
Aimee
Raphael was very efficient and polite…
Raphael was very efficient and polite great service would recommend the website and the products
25 February 2025
Unprompted review
Reply from Nastygal
Hello Grace, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
I'm glad to hear Raphael was efficient and polite with you today and left this a 5 star experience!
See you again soon x
Great customer service
Brian D. Was very timely and helpful in getting my return sorted. A seamless experience.
23 February 2025
Unprompted review
Reply from Nastygal
Good morning Vi,
Thank you for taking the time to leave us your review and we appreciate your feedback regarding Brian's customer service.
I'm pleased they were able to assist with your returns query and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a lovely day, take care! x
Excellent Service
Spoke to Nathaniel today via messenger. I received a 2 piece set and only one part of the item was in the package.
With no issues at all he has re ordered and it will arrive tomorrow.
Excellent service
17 February 2025
Unprompted review
Reply from Nastygal
Hello Joanne
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I'm so glad to hear Nathaniel was excellent and efficient when resolving your query and left this a 5 star experience!
We can't wait to see you shopping with us again soon! Have a great rest of your week.
Abdullah
Joyce R
Joyce R. was so helpful and quick to respond when helping me with a return for a damaged item. They initiated a full refund immediately. So quick & simple :)
28 January 2025
Unprompted review
Reply from Nastygal
Hello Joanne
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I'm so glad to hear Joyce R was prompt and efficient when resolving your query and left this a 5 star experience!
We can't wait to see you shopping with us again soon! Have a great rest of your week.
Abdullah
Please please don’t ever order from…
Please please don’t ever order from this company!!! I returned Several items over £200 in value and they are only refunding me for one. They’ve said what happens between me giving the parcel to Evri to them receiving it is a me issue and I’m liable. I’ve spoken to customer service and they’re refusing to do anything. This was there response ‘’ as per our returns policy, If you have chosen to return via any method other than one of our chosen carriers (options given when arranging a return via our website), you will remain responsible for the items until we receive them, and we will not be liable for providing a refund if we do not receive the items‘’ which makes no sense as I arrange the return on there website.
21 January 2025
Unprompted review
Reply from Nastygal
Hello Chloe
Thank you for taking the time to leave your review.
I am sorry to hear you have not received the refund you expected following a return. Having checked your order (DUX036641705) I can see that a member of our Claims team has contacted you earlier today and is awaiting your reply.
If you can please review their contact and respond we will be able to look at this further for you.
Thank you
Aimee
My items arrived quickly and were great…
My items arrived quickly and were great quality! Unfortunately, I had to return them because I misjudged my sizing. Their customer service was easy to work with, specifically Rosary. Will be ordering from NastyGal in the future!
15 January 2025
Unprompted review
Reply from Nastygal
Good morning, hope you are well.
It is brilliant to hear you found the customer service easy to work with, especially Rosary. Thank you so much for taking the time and leaving this 5* review, we really do appreciate it.
I am certainly pass your kind words onto Rosary for you.
Take care – X
Sole fell off and I didn't even wear…
Sole fell off and I didn't even wear them literally tried to put them on plastic rubbish
14 January 2025
Unprompted review
Reply from Nastygal
Hello Megan,
Thank you for taking the time to leave your review. I am sorry to hear of your recent experience with your purchase. Certainly not the experience we want for you when shopping with us.
We value your feedback and we will use this so we can implement any changes needed so we can provide the best possible service and quality to our customers going forward.
Thank you
Aimee
Horrible been waiting on my refund and…
Horrible been waiting on my refund and they received the package back on December 28th 2024 it’s now January 12th and I still have no refund because the package is quote on quote not scanned not my problem my job was to return it to you guys it’s in your possession please give me my refund please and thank you this is my first and last time ever ordering from nastygal
12 January 2025
Unprompted review
Reply from Nastygal
Hello Erica,
Thank you for taking the time to leave your review. I am sorry to hear you have not received your refund following a return.
So we can look into this further, I have sent you a message here on TrustPilot so you can confirm your order number and email address.
Thank you
Aimee
👎🏻👎🏻👎🏻👎🏻
They sent me a pair of shoes that are different sizes. One was a seven, the other was an eight. I had orginally paid to return the item, but then got diagnosed with cancer shortly after. Been in and out of the hospital and missed the return window.
I reach out to nasty gals customer service via their Apple messaging system and was left disappointed. First person didn’t understand my concern and assumed that I was confused about the UK sizing, saying a UK size 7 was a US 8, even though I had initially bought a us 9.
Then the second person, didn’t bother to read the previous conversation, and just basically said I’m SOL. So now I’m stuck with a useless pair of mismatched shoes.
9 January 2025
Unprompted review
Reply from Nastygal
UPDATE: Thank you for sending this over. I can see this order is from May 2024, and due to the time that has passed, we are unable to accept claims of incorrect items being received.
I've gone ahead and have sent you an email about this, please keep an eye on your inbox, spam and junk folder for it.
Speak soon - Dean
------------------
Hello,
Thank you for taking the time to leave your review. I am sorry to hear you received incorrectly sized shoes, this is certainly not to our usual high standards nor the experience we want for you when shopping with us.
So we can look into this further, I have sent a message to you here on TrustPilot so you can confirm your order number and email address.
Thank you
Aimee
I returned an item a month ago and…
I returned an item a month ago and hadn’t received my refund yet. I contacted customer service through text message and Marirose was able to help me receive my refund.
9 January 2025
Unprompted review
Reply from Nastygal
Good morning, hope you are well.
Thank you for taking the time to leave a review regarding your recent experience with our brand. It is great to see Marirose was able to help and assist with regards to receiving your refund.
I will be sure to pass your kind words onto Marirose for you.
Take care – X
A scam of a company that has stolen…
A scam of a company that has stolen $400 from me. I ordered $470 worth of items on September 10th and returned 6 of the 7 items on September 11th - I have the tracking information and documented proof from USPS that this was received by Nasty Gal’s shipping agent on September 21st. After I did not receive a refund by mid October, I reached out to Nasty Gal who said wait for 30 working days for the refund to appear and the warehouse team to acknowledge the products… okay. I’d also placed and returned another order with different sizes in this time frame and received a refund for that (much smaller, $70).
I had to travel for a health emergency and then when I didn’t receive the refund even on December 7th, I reached out to them in great detail about the outstanding refund, with each item price and SKU, screenshots of my orders, tracking information, screenshots of the usps proof of delivery and the order details. An agent, Cedric, promised me that they would conduct an investigation by checking the warehouse videos (I have proof of this conversation over text too). He said he would get back in a week.
its December 29th now and when I reach out to customer support they say “it’s been over a month since your order. The warehouse team can’t help you. The other agent was wrong.”
this is absolutely disgusting. They’ve stolen $400 from me despite me having proof of delivery as well as had an agent tell a blatant lie about an investigation. What a disgusting excuse for a company that sells trash. I will be filing a complaint with the consumer board since $400 is too much money to lose to this horrendous and cheating corporation.
29 December 2024
Reply from Nastygal
UPDATE:
Thank you for your information Sam,
Having checked your order, I can see that our warehouse confirmed receipt of 1 item from your order on November 2nd.
We then received contact from you on December 6th, which is over our returns period and outside of our limitations of being able to review a return received into our warehouse.
As such all available avenues to us have now expired and we are unable to further review the return claim on this occasion.
Thank you
Aimee
-----------------------
Hello Sam M
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I’m sorry to hear about this, I’d be delighted to personally assist you with this matter.
I’ve requested more information from you via Trustpilot, once I have this, I will definitely look into this further for you.
Kind regards – Abdullah
Brilliant communication by Carla was…
Brilliant communication by Carla was refunded straight away thank you
29 December 2024
Unprompted review
Reply from Nastygal
Hello Faye,
Thank you for taking the time to leave your review, I am pleased to hear that Carla was able to resolve your issue for you wth a refund.
Your feedback is appreciated and will be reviewed internally so that we can continue to provide the best possible service and quality to our customers.
Thank you
Aimee
Continued terrible experience with refund resolution
Posted a review earlier for an item that never arrived. Customer service kept asking me to wait whenever I reached out about it, pushing the date back for a resolution and refund every time. The package hasn't moved in the tracking system since December 5th. Someone from Nasty Gal reached out to me about my review on TrustPilot and once again asked me to let them know if the order hadn't arrived by December 15th. They then posted on my review that the matter was resolved.
Well, its December 27th, the matter was not resolved and I have received neither a refund nor any more information from Nasty Gal. I fully expect another associate to respond to this review by asking me to "wait" another 2 weeks.
Shameful. Never again.
27 December 2024
Unprompted review
Reply from Nastygal
UPDATE:
Thank you for your information Jane,
Having checked your order, I can see that your order was returned back to our warehouse and a refund issued on December 31st. A refund of $16.59 is processing back to your PayPal and will be with you no later than January 7th.
Thank you
Aimee
-----------------------------
Hello Jane
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I’m sorry to hear about this, I’d be delighted to personally assist you with this matter.
I’ve requested more information from you via Trustpilot, once I have this, I will definitely look into this further for you.
Kind regards – Abdullah
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