Nastygal Reviews 10.502

Nonexistent customer service and internet infrastructure. Returns portal recognises the order number in the first step however doesn’t recognise on the second step and therefore cannot process the return. The return FAQs state some items have to be returned to the seller/brand, I have tried to return it through Debenhams, Booboo, Warehouse, but always get diverted to Nasty Gal where the return doesn’t work. I was told there may be a returns label in the package but there isn’t. iMessage chat function with the AI bot is useless, a human gets back to you about 4pm and then they log off and the process starts again the next day. Still waiting on how to process refund.

Do not buy from this company! Poor quality and zero customer service. Impossible to return items. The order number they generated is not recognised. Can only reach through messenger and I've been waiting 5 days for a response despite 3 messages.

I had a great experience with Kai.They were warm and welcoming from the start, which made the interaction feel easy and pleasant. What stood out most was their knowledge, they were able to clearly explain everything and provided all the information I needed for my order without any confusion. I truly appreciated their professionalism and efficiency. Excellent service overall!

Hi, I’ve been trying to contact customer services via email, Facebook messenger and X as your returns portal is not recognising my order number but no response

After resorting to commenting on Facebook posts I can see I’m one of many having the same issue

I had already placed my order, then for some reason I checked trustpilot. The same has happened to me. Order no not recognised, need to download an app to send a message to contact them for a return. Absolute joke. I definitely wont be ordering off this site again.

I would give 0 stars if that was possible. I've tried to create a return on the returns portal which doesn't recognise my order number, despite the fact that to get onto the returns portal itself you have to select your order (which in itself requires the order number and worked fine) . When I've tried to contact someone about this to get it resolved, the WhatsApp doesn't work on android and absolutely no response on the Facebook link. I would advise people to avoid shopping with them because of this.

I’ve been having the same trouble as many other people with the returns portal not recognising my order number and customer service being worse than diabolical. By chance I tried to use the returns portal via Debenhams rather than Nastygal and it’s worked as it should to create the return label. Let’s see what happens with the actual refund now though.

Customer service is awful. I didn’t receive my order and it took 4 weeks of messages for them to locate my order. I am now trying to return it but the portal does not recognise my order number and I am now being ignored.

Avoid!!! Not worth the frustration.
Especially if you’re trying to return something—they make it almost impossible and send you on a complete goose chase. Customer service appears to be AI-driven, and the links provided don’t even work. Absolutely atrocious.

Good help with AI custom services

All I wanted to do is return my item to get my money back but the website won't let me. Customer services don't care as they haven't replied to my messages and I've tried reaching out in social media. Only order from them if your willing to try and sell on if you don't like it

I have been trying to do a manual return since 28 March as the portal does not recognise my order. On 4 April, I received an email from Perry at Customer Services asking which return carrier I'd like to use. I opted for InPost in my reply. Since then I have heard nothing. I sent a follow up email to advise that I would be out of the country from 16-25 April and asked for the InPost details as a matter of urgency so that I can return the item within the required 28 day period. I have had no reply as yet despite two follow ups.

This company makes their returns process difficult to impossible. I am in the UK and their UK returns portal redirected me to the US portal which then did not recognise my order. I emailed their Customer Services and have had intermittent emails but a manual return has yet to be processed. My first contact with them was on 28 March and, as of today 10 April, I am still waiting for details on how to return the item. Their business model seems to be to make returns as difficult as possible so that you give up, or they run the clock down on the 28 day returns window.

appalling communication and no customer service

Parcel arrived ok, tried to return and the portal doesn’t accept the order code ! Aside from the fact they want to charge you 20% you can’t speak to anyone there is no phone number and the chat bot is a I and says the same thing ! Then you try the message service on text and messenger and get an automated reply to that too saying busy … BE WARNED DO NOT ORDER FROM THIS SITE (someone is getting rich very quickly!)

Impossible to return as the returns portal does not work , it won’t accept my order number or email !! No phone number , no response on message / or social media no response via email nothing !! They have £109 an I want to return my order as per my consumer rights this company is definitely running illegally as they have to give you options to return and there are none!!! I’ve contacted trading standards , the ceo which I will now bombard on linked In!! I want to return the order as it’s all poor quality - what the company are doing is deleting people’s order details stopping them from returning goods! DO NOT BUY FROM HERE AS YOU WILL NOT BE ABLE TO RETURN ANYTHING THEY WILL KEEP YOUR HARD EARNED MONEY!!! FYI they own Debenhams / warehouse / nasty gal / boohoo all the same avoid all these companies

Return was received over a month ago. You cannot speak with anyone, just an AI bot who keeps telling me to be patient. No email or phone number. So frustrating, going to have to dispute the charge. Will never order from here again.

Please avoid buying from this company (owned by Debenhams). I was sent completely wrong items, and after months of dealing with truly appalling customer service, I was finally offered a gift voucher instead of a proper refund—which I didn’t even want.

To make matters worse, the voucher was only valid for 37 days (hidden in small print), which is ridiculous. Now they’re refusing to extend it, meaning I’ve effectively lost £150.

Absolutely unacceptable experience from start to finish. Don’t shop here and lose your hard earned money like I did.

When I was following up on an order I haven’t received yet, Kai helped me, fast, professional and kind!

If I would known that they delete your order details/ order number off they system that it can't be returned for refund, every single return portal option for refund it says order not found! will never again use this website for anything and will past my experience to other shoppers as warning.

I have items to return and it’s saying my order number and email is incorrect. I can’t start a return as it won’t let me 😡😡😡😡 contact via Facebook and text absolutely no reply. No phone number to call please don’t buy from this company absolutely shocking I won’t stop messaging till I get a return label !!!!!!!!!!!!