Nasty Gal Reviews 

Paid £6.99 for next-day delivery (ordered before the 10pm cut-off) but the order did not arrive the next day, making it useless for my event and forcing me to return it.
Customer service has been extremely poor. Since 2 December I’ve contacted them via email, WhatsApp, and text. I received a few email replies, but none resolved the issue - and when I followed up, I was ignored.
They received my return on 8 December, yet I’ve had no confirmation or refund, including the next-day delivery charge for a service that wasn’t provided. Very frustrating experience and not a retailer I’d recommend if anything goes wrong.

Update after NG response: I appreciate that the CS team may be busy but I am still waiting for a response from my email on the 22nd December. Making a customer wait over 3 weeks for a response from customer service is absolutely ridiculous.

Appalling Customer Service!!
I have tried for almost a week to raise my issues with Nasty Gal and have had nothing but poor responses and lies from their AI messenger! Telling me they will get me through to a representative however nobody has contacted me. 2 faulty items that require returning. I paid £6.99 next day delivery for the 2nd item as the first was faulty. The 2nd item didn’t arrive until 2 days after I made a next day delivery order and this item is faulty also! I have returned 1st item however I am only getting the option for store credit on the 2nd item when I want my full refund! I shouldn’t have to pay to return both items and require the £6.99 delivery charge and both items fully refunded! Shocking service.

Terrible experience. I paid for next day delivery and the items sent were wrong. I’ve been trying to reach someone in customer service since Tuesday and had no one come back. I want my items refunded as well as the next day delivery charge!

Response says I have been refunded but I have not received a full refund. They’re still holding the money back for the item that they did not send. Have contacted Citizens Advice.

Kai resolved my issues quickly and painlesssly

Their customer service really sucks- it's just an AI bot. My package was super late, after I paid for 5-8 day shipping, and when I reached out, they said I would only be MAYBE eligible for a refund if I waited for over a month. So infuriating. No help at all. Plus the quality of the clothes has really gone downhill- no wonder there are so many sales. 100% not worth it.

I ordered from them 2 weeks ago for a gift exchange. I read the delivery dates in order to make sure it was going to be delivered in time. Not only has my package not been delivered but the tracking information hasn’t been updated in 10 days. I’ve messaged them but they’re nonresponsive.

Extremely disappointing experience. I ordered 17 items for my upcoming holiday and even paid extra for two-working-day delivery to make sure everything arrived on time. Instead, I received one tiny package with one single item inside it, yet the website shows that all 17 items have been delivered.

I immediately tried to contact customer service through WhatsApp, but it is impossible to reach a real person. All I got were automated AI responses that didn’t address my issue at all. After asking repeatedly whats going on with my order, even the automated system stopped responding.

This is absolutely ridiculous. I paid for fast delivery, I paid for 17 items, and I currently have one item in my hands and all other items missing. There has been zero support, zero explanation, and no clarity on where the rest of my order is or how I can get my money back.

At this point I don’t want any of the items, I don’t even want them replaced, I just want my money back. The whole situation has made me genuinely scared and extremely concerned about this website. I’ve never experienced anything like this from any online store.

This feels so fraudulent.
I ordered three items recently, all of which Evri just never delivered, and returned to sender without my consent.
Trying to get in touch with Nasty Gal to get a refund for the clothes I NEVER received is SO difficult. No response on messenger, the text number is just an AI bot, no phone number - NO accountability.

I just want a refund for an order I never received. I was showing everyone at work the items I ordered and how lovely their clothes are but now I’m telling everyone the items never arrived and to avoid this company like the plague.

Can I please have a response please. Been messaging for nearly two weeks now and I need my item by Christmas. They sent me the wrong size even though I ordered the correct size. It’s a Christmas present and cost me a lot of money

I ordered a dress that arrived last week. The zip on the dress was broken when I went to try it on. Also another item I ordered wasn’t in the package. So i immediately reached out to customer service. At the time they had three ways to reach them; WhatsApp, messenger and Facebook. I tried on WhatsApp and never heard back. I then tried Facebook and again no response. Then tried messenger and the chat bot replied to me and NEVER PUT ME THRU TO A CUSTOMER SERVICE REP! I’m trying again on the 5th day and I doubt I’ll get thru to anyone. My second item arrived in a new package (which it never said two packages in the email). So that’s fine, but I shouldn’t be expected to pay the postage fee on a broken item!!!

Still no response from anyone on Instagram or via email either!

October 2025, I purchase $200 item. It arrived in horrendous condition.
I promptly made return for store credit.

Nastygal stated they emailed voucher. They never did and kept my $200. The are non responsive. Their ai replies after weeks.
Merry Christmas! I lost $200 dollars.

Never using this site again! I used to love it, I ordered a dress and then it was an error and was charged twice, the dress then come to late for my event.
No longer need the two dresses, I was doubled charged and sent to of the same dress.
Anyways I am trying to return the 2 dresses, but my order numbers are saying my order number not found on the portal to return, I have contacted them on WhatsApp, email and messages and it was a AI replying to me and kept telling me to put my order number in but it doesn’t work etc. this was the first week in November and I am getting completely ignored. Not heard anything since start of nov.
Again going to open a fraud case against this company, this isn’t acceptable.

no one to give bad reviews but i’ve been trying to get ahold of nasty gal since the 10th . You sent me the wrong size and is ignoring every text / wattsapp / facebook message i’ve sent . i don’t no how many times ive to the AI assistant i DO NOT HAVE A ORDER NUMBER AS I CHECKED OUT AS A GUEST AND DID NOT SCREENSHOT THE ORDER NUMBER AND HAVE NOT ACCSES TO GET IT. To top it all off you sent me the wrong size and the ai assistant ain’t registering anything in saying. Do not shop here if you want to be ignored for their mistake. Do better nasty gal do better

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.