Nastygal Reviews 10,438

My order I paid extra premium post so I received next day. Then DPd update the tracking that nasty gal has not added the post details to the order - no nmae, no address just a postcode! so it's currently stuck at their dpd Heathrow depot. I called them but only nasty gal can verify changes not the customer. Currently without parcel and no one contacts back on any social platforms. Who helps as this is unbelievable!? Customer service mute. Insta mute. Facebook mute. Email mute.

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 needs shut down!
They told me full refund 2/10/25!

They are absolutely useless! Never use this website!

Absolutely awful experience with this company. I bought multiple outfits for a gig. One pair of jeans came stained which baffles me how they were even sent out like that. Disgusting. I placed my return and have forgotten to return one of the items in the bag. I have contacted the team by two separate channels and cannot get through to anyone human to ask for a new returns note to return this item.

After 6 days, I have had a response from a robot telling me that I need to speak to Debenhams because that's where I ordered from. That is not true, I ordered off the NastyGal website. Just because you own multiple companies and the references are given to match where the orders ship from, does not mean I can not go through the website I ordered from, that is your admin error!!!!

I need a new returns note so that I can return my unwanted item and NEVER have to deal with this company again.

Seems like the whole debenhams, nastygal, PLT, Boohoo world is crumbling as each experiences with these companies are getting worse.

Sort it out!!!!!

Absolutely avoid avoid avoid. Bought £60 worth of items but either weren't right or in one case they sent me the entirely wrong item, but it happens, I just wanted to return for a refund. After scouring the refunds portal I was confident I had applied for a full cash refund, not this new 'gift card' option where they refund you on a gift card that must be spent in 90 days - daylight robbery. However they claimed I 'selected' the gift card option and would not give me a refund as requested. I most definitely did not actively select this so it must have been a secret 'opt out' box, so I was tricked into letting them steal my money. The customer service has been appalling, with responses taking weeks and additionally, only one of my parcels has been refunded to a gift card and the other one (returned at the same time) has been totally ignored so I am both tied to a gift card I did not request, still waiting on money for an item and no one responding to my queries. Outrageous service. Do not shop here.

Worst company ive ever had to deal with!!!!! Still no refund from the 4th of September just telling its processing. Now they have told me its already been refunded it Has NOT been i haven't received a single penny off the £200. This is unbelievable I cant believe this is allowed to happend.. last contacted was a few days ago saying they have escalated it to accounts. Complete lies told continuously!!!!! Disgrace

Contact customer service regarding delivery of order & Kai was extremely helpful confirming date I’ll receive the item. Was very helpful and friendly - also responded very quickly to my text message ☺️

I am so happy with my items!! I ordered three things, and only received two at first. So I talked with Kai, and she was fabulous at helping me! My last item was just a little behind and came in a separate package a few days later. I couldn’t be more thrilled, because it’s the prettiest dress! Thank you!

Very pleased with my items I ordered with nasty gal, they were delivered quickly and items were perfect .

Absolutely appalling service!

I returned 3 items on 7th August, they only refunded me £14 on 28th August. Have been fighting to get the remaining amount from them since. Nobody is listening or helping to resolve the issue, the chat takes days to get a response from. I will never purchase anything.

I returned an item back on 9th July, it’s now 1st September and I still haven't had my refund. I tried to speak to the company on the whatsapp number provided but it’s just a bot and they have not responded. There is no email address and I’ve had to resort to a written letter to their registered office to try and get my money back. I will never shop with this company again

Full refund was back in my account within 3 weeks. Bit of a slow process and frustrating talking to a bot over whatsapp. Maria G did a great job at dealing with my email request :)

AVOID!!!! Ordered £140 worth of clothes from this company to try on for an event. When I went to return the items I did not want, I was only offered a refund option of gift voucher. When I questioned this, I was told I must have clicked that option, as gift voucher is their default option. I told them that I did not get a choice on my refund method so asked if they could amend this for me so I can have the refund put back on my card. I have been told they can't change this refund method so I have to have a gift voucher worth £140. Obviously the businesses aim is for customers to click gift voucher in error so they can take the money. Daylight robbery!! Never will use this company again

Disgraceful customer service, will not refund my money because I mistakenly clicked return to gift card and apparently this cannot be changed. I am unsure how that even makes sense. Not willing to even try help and resolve the issue just adamant they cannot give me back my money. Never shopping here again

I actually have never left a review of a company before but felt compelled to after having such a terrible experience with Nasty Gal. First off the quality and fit of the items was shocking - for context I'm a size 16 and one of the items fitted my 8 year old.

The real issue though is I returned everything on 26/07 and I am still waiting for confirmation this has been received/refund issued. The customer service is via WhatsApp and offers very little reassurance you will actually get your money back. Oh, and you get charged £1.99 for returns.

AVOID AT ALL COSTS!!

Some of the worst customer service I’ve experienced. Everyone has completely ignored me and been completely reluctant to help. I chose return to card and then got an email to say I chose store credit (I didn’t). Customer service reps basically non existent with no desire to help whilst also being rude, their only replies being ‘there’s nothing we can do we won’t change it’. Would leave 0 stars if I could.

I'm so upset. I have been shopping on nasty gal for awhile and I recently purchased a couple orders. I had trouble returning one because the return portal wasn't working and had to go through my Instagram Page to get a paperless return which took a long time going back and forth with different people. I received my other package and the clothes were too small. So the same day I received my package I had to return again. Same issue occurred with the return portal, correct input of information. On different computers. I still couldn't return so I had to go through my Instagram Page after days of trying to get a straight answer I received a paperless return qr-code and my package was sent back to me. I've been given the run around for 2 weeks!!! I will NEVER Shop here again! It's horrible customer service. I shouldn't have to deal with days of being asked the same information about my order number to be ignored!! This is horrible!! I need my paperless return sent back to me immediately!!

I placed an order with Nasty Gal on 22 July 2025, selecting their UK Super Saver Delivery option (5–7 working days). As of early August, my parcel has still not arrived, and I have received no meaningful support.

Despite multiple attempts to contact customer service, I have only encountered an automated AI chatbot, with no access to a real person. Most concerningly, I have now been informed that my order number and email address are “not recognised” — this, despite the fact that Nasty Gal have not only emailed me marketing content, but have also successfully taken the payment from my account.

In other words, my order appears to “not exist” in their system, yet the funds were withdrawn without issue. The contradiction is staggering.

After reading recent reviews on Trustpilot, it is evident that I am not alone. Many other customers report unfulfilled orders, being ignored by customer service, and a total lack of transparency or accountability.

This experience has raised serious concerns about whether the company’s systems have been compromised, or whether they are simply failing to provide the most basic standard of customer care.

I do not typically leave reviews, but I feel compelled to share my experience, as there appears to be no other effective method of communication with this company.

So absurd has this experience become that I have even considered creating a TikTok video documenting the situation — not for entertainment, but because it seems to be the only way to get a response or warn other potential customers of the risk.

To summarise:
• My order has not arrived
• My payment has been taken
• I have received no assistance
• I have not been able to speak with a human representative
• My order “doesn’t exist”, according to their system

This has been, without exaggeration, the worst customer service experience I have ever encountered. If I could give zero stars, I absolutely would.

I strongly advise others to reconsider ordering from Nasty Gal until these issues are publicly acknowledged and resolved.

Awful. I received the wrong package. They have no phone number or email you have to use messenger, WhatsApp, or text. I tried all three. For WhatsApp and text I STILL haven’t had any reply 4 days later. The messenger route connected to an individual after two days who sent one message and closed the chat immediately so I couldn’t even reply. They told me to return the item I receive, and on its return to their warehouse they can see about refunding me, stating I needed to send proof when it was returned. They closed the chat before I could even ask a question. So restarted the whole process of waiting for days for a reply. I asked to submit a complaint and they genuinely told me that if I was to submit a complaint about a customer service agent it is the customer service agents who receive it. Basically saying this is where it ends / nothing you can do. Today I sent proof I have returned it, it went through to the automated service and generated generic responses about waiting for returns. Took countless, frustrating messages before they’ve entered me into the queue to speak to an agent. Still waiting to get through to a person to confirm they have registered the return(because they will no doubt not process this return correctly as the wrong item will be returned and only one item rather than two). Offered no compensation, not even saying they will send my package next day delivery, they close the chat after each message. I am expecting more problems once the return is received at the warehouse. I wouldn’t shop again here if you paid me. Horrific.

Edit - update from company is below par. I still haven’t had any acknowledgment from the customer service agent. 72 hours is 1. Unacceptable 2. Not being upheld and 3. Responding one message and closing the chat is blatantly rude. DO BETTER.

I have placed 2 orders with Nasty Gal. I was very pleased with my first order, but this 2nd order is a different story. The item arrived quickly and in good condition, but it doesn't fit me. When I attempt to order through their site, I am able to pull up the order using the number given in my order confirmation, but when I enter the same number in their returns portal, the system doesn't recognize the order number.

Okay, next step...select "SUPPORT" at top of page. This is a broken link, so no luck there.

Next step, "Contact Us" at bottom of page. This link takes you to a page that informs you that their email system is "experiencing issues" and to contact them via FB messenger as they don't have a phone number.

At this point I am realizing that their returns policy is a scam. I hope that the company reaches out to me to fix this issue.

*edited after their reply to this review: they say I’ve been contacted by their customer service team, but all I have received is bot responses on IG, and no resolution

I checked out their FB page, and it’s FULL of complaints like mine

If I could give no stars I would .
firstly the order I received was faulty and had a very strong odour I went through the lengthy process of trying to speak to customer service who weren’t helpful at all and took 7 days to respond to a message only to tell Me to return the order through the portal and I would have a charge deducted from my refund for this which would be fine if I actually received my refund .
I returned my order over 3 weeks ago had no updates at all tracking is saying contact nastygal for updates and customer service AI is saying my order number does not exist don’t waste your time ordering customer service is impossible to speak to and you never get a refund.