Nastygal Reviews 10,512

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

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.