Nasty Gal Arvostelua 

I placed an order in October and the order got lost in transit from Evri - I have been trying to contact Nasty Gal & Debenhams for over 3 weeks with only generic responses. Do not order from here

I agree with everyone else. Copy and pasted replies on Whatsapp. They told me to please wait until October 7th on something (keeping in mind it is NOVEMBER). I have reached out to Paypal to begin a fraud investigation and if not satisfied will contact my bank to start their own investigation. In 2025 This is not acceptable.

Horrific customer service. They make it near impossible to speak to someone.
I returned my items however the parcel was returned to me again?? I’ve been waiting over a week for a response, there is no way of speaking to an actual person!!

Disgusting ‘customer service’

Nobody has responded to me on any of their ‘customer care’ platforms. You just get an AI response saying they are busy and will get back to you. It’s been days now and no help. All I want to do is return some items from my order but the portal they have does not work. It claims that your order number is not recognised.

I turned to social media to see if it was just me having this problem but sadly I can see that it’s everyone. It seems to have gone this way since they joined Debenhams because I ordered from them once before years ago and they were amazing.

Still waiting on a dress for my graduation, which is tomorrow. I paid 4.99 to get it in time. No communication and now I'll have to send it back as it’s no use to me now. Looked at the refund policy and I need to spend another 1.99 to send it back. Awful company. Who does that.update they’ve now told me to wait till the 10th of November, trying to wriggle out of a refund. It’s actually laughable at this point.WORST Company ever,also said they’d be back in touch,still waiting,just like the dress i ordered, looking like a scam now. Keep my 30.00 because you will not be trading in 2 months anyway.

I wish I could give zero stars. I paid £5.99for next day delivery...it did not arrive despite getting a response saying it was in schedule for 9pm that evening. Then when it did arrive I opened the outfit and the whole back is torn and unstitched, never have I seen such a faulty item. I have tried to WhatsApp and messenger and get nothing in response. I want my delivery costs refunding as well as the item price and I should not have to pay 1.99 to return the item as if it wasnt faulty I would have been keeping it. Can someone please tell me how to make a complaint as ive asked several times but again no response.

UPDATE: despite the answer below, and an email sent claiming my refund was sent. It still never arrived. I sent two follow up emails asking if they could please send proof that the refund had gone through as I never received the email I usually do when a refund is triggered and I have been ignored. Actually shocking behaviour. It’s been over a month since I sent my items back, so I believe this means they just stole my money.

I've purchased a lot through Nastygal previously, and although the customer service was never ideal, I've never dealt with this. I'm not sure if this experience is now because they are a part of Boohoo, but with my recent order, unfortunately none of the items looked right so I returned the whole lot. Realised today that I had returned the items 20 days ago without receiving my refund, so I got in touch. They said they had issued the refund on the 6th October and that I needed to wait until the 17th October for it to arrive. I told them that it was now the 22nd and so that solution wasn't relevant and they stopped responding to me or offered any other solution as to where my refund was. So now I have no items, and no refund, and absolutely no help from the company either. Appalling service.

If I could give this brand a 0/5 stars I would. Nasty Gal has the worst customer support team and service.

I ordered a two-piece set on expedited FedEx shipping and the package didn't even arrive in time for a party, so I returned all the items and requested a refund for the shipping as well. FedEx sided with me on the issue, and they still refused to issue me a refund for it so they scammed me out of $25.

I even provided proof and made calls to FedEx and they were still gaslighting me and refusing to help resolve this issue for me.

**EDITED**
I made a request over a month ago and have been repeatedly ignored. This company’s customer services are in breach of consumer rights. I have whatsapped, Facebook messaged, emailed a complaint multiple times only to be ignored repeatedly. No one will pass me onto a customer service adviser. I am lost for what I can possibly do besides get legal advice

Your response is outrageous. Do not claim that anyone has been contacting me as I have been promised time and time again that someone will, only to be ghosted and stranded in the AI loop. You are lying if you claim anything other than this, I have a paper trail of WhatsApp messages, texts, Facebook messages not to mention my actual complaint emails which have been sent to both NastyGal and Debenhams.

Your company has failed to respond to my email complaint, I have only received the same auto generated complaint over and over promising a response in 48 hours, which obviously never happens because you prefer to ignore your customers.

My complaint still stands, and I am contacting trading standards due to your negligence and lack of response. I’ve given you 2 months to respond, that is ample time to do so.

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 :)