Nastygal Reviews 10,438

Ordered a dress and was delivered but it doesn’t fit to my size as the garment runs bigger than it should which I created a return through portal. I received the QR code for return with Royal Mail, but the QR code was not able to print out which I had informed with customer service. No response at all and has been nearly 2 weeks. I got nervous as there weren’t any landline or other emails. Luckily I managed to print out the label after expired date out of pure luck and returned. Received a refund.

NastyGal customer services need improvements.

I getting really annoyed with this company. I’m leaving this review hoping to provoke a response. My item stopped moving in inpost tracking 2 weeks ago. I cannot get a response through any of the channels as my order number and email are apparently not connected to any order ? This is the order number they sent me on the email address they used to contact me ! I have sent screenshots of this several times. I require a refund please

Inability to return via portal - deceptive by design. I ordered a few items on NASTY GAL and received a package with the wrong items from DEBENMANS. When I go to Nastygal to return, it sends me to the Debenmans portal. The Debenmans portal not only does not recognize my order number but it says in large font that orders made via other websites need to be returned via original website. Ok here we go again. So I am back on Nastygal once again and it’s looping me to Debenmans. It is impossible to make a return and customer service is also impossible to reach, so I will probably have to process a charge back.

Returns aside, the quality of items is received it absolutely garbage. I ordered a beaded skirt and all the beads fell out of the bag and from the skirt when I opened the box. Terrible, terrible quality.

EDIT: they have plenty of time to respond to negative trust pilot reviews to say “we’re too busy but rest assured we’ll get back to you on this issue”. Why not invest that time into actually addressing the issue? Also, they keep pointing me to Debenmans customer service but Debenmans says “not my problem, contact Nasty Gal”

DO NOT SHOP HERE.

I never received my order and they won't respond to me. I ordered a bunch of items which were sent to an inpost location and I was only given 3 days to collect. They were then returned to Nastygal, who I reached out to about getting them replaced/ refunded. I have contacted them multiple times only to be told "I don't have an account" and that "my order number doesn't exist." I would like to speak to someone who can resolve this issue as the customer service seems non-existent.

I’ve shopped at Nasty Gal multiple times and every order has been a positive experience. Their pieces are always trendy, bold, and full of personality just right for updating my closet without spending a fortune. I’ve been genuinely surprised by the quality, especially for the price.

Delivery has been fast and smooth, and my items always arrive in perfect condition. I also love how user-friendly the website is, and the sizing info is super accurate ,which is a huge plus!

If you’re looking for fashion that’s both stylish and affordable, I definitely recommend Nasty Gal. Can’t wait to place my next order!

With love

Claudia Del Rey

@claudiadelreypr

Parcel delivered missing the majority of the order. All items showing as delivered but no tracking available for missing items. Unable to speak to anyone in person and no response from Whatsapp AI conversation regarding getting replacement or refund for missing items. Avoid this company as there is zero customer service and I am now £120 short for items not received!!

Ordered a denim dress in two sizes, neither fitted. Ordered next day delivery, cannot fault how quick I recieved my order.
Attempted to return the same day I received the items. The online order system did not recognise my order number or email address.
I contacted nastygirl through Facebook messenger, WhatsApp and text.
Messenger AI was automated and asked for my details which were not recognised.
Still waiting for a customer service agent to get back to me.

After having these issues, it seems that many are experiencing the same issues.
Would not recommend. Sizing is completely off. The dress I ordered didn’t even fit a family member who is 2-3 dress sizes SMALLER THAN ME.

If I would have known Nasty Gal's customer service was this bad, I don't think I would have ordered from them. They "don't have a phone," weirdest thing I've ever heard coming from a multi-million dollar corporation, and the only way to reach out to them is via text, huh?? Every time I try and return one of my items, the site crashes. Well, the 3rd party site you're redirected to crashes. Abysmal customer service. Only giving 2 stars because my other item worked out and I need to wear it to a wedding.

Oh and I just want to add, their app is constantly crashing as we speak. I can't get through on there either.

★☆☆☆☆ Extremely Disappointed – No Customer Service at All

I will never shop with Nasty Gal again. Their customer service is absolutely nonexistent. I've reached out multiple times via email and social media with no response whatsoever. There's no phone number to call, which makes resolving issues nearly impossible.

It feels like once they have your money, you're on your own. This company is not trustworthy and clearly doesn't value its customers. Save yourself the headache and shop elsewhere—this was a frustrating and disappointing experience from start to finish.

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!