thenapco.com Reviews 95

The most disappointing experience I’ve ever had with a company. After purchasing a set of pyjamas for a Christmas gift and wanting to exchange the size, I spent nearly a month emailing the different emails listed on their site - no response. Finally got a response on Instagram, I was told I was outside of the 14-day returns period (no extensions for Christmas) but nonetheless I accepted my fault here as I thought brands usually allow more time. Offered me a gift card instead if I return the item as my original item was out of stock and not returning, the gift card was then only valid until March (this happened in Jan), I had to cover the returns cost myself, they had hardly any stock left besides a Valentines collection, and to top it off they increased their prices from £70 to £80 (which they conveniently didn’t mention beforehand), meaning I had to spend an additional £15 to get a new set otherwise I’d lose all my money and the pyjamas. I kindly asked if there was anything they could do, such as honour the original price as this felt a bit unfair and they refused to. Considering how long it took to get a response in the first place (with zero acknowledgement of this on their end) and had I returned it sooner I wouldn’t have hit a price increase, you’d think a company would go out of their way to correct it. I expressed how disappointing this experience had been, to which I was rudely left on seen - no apology, no amendments. The customer service in general was really unhelpful and blunt, did not feel cared for as a customer by this company, and was told it was a “goodwill gesture” to give me a gift card in exchange for the item. I understand having policies in place but you can still go out of your way to ensure there is a solution both parties are happy with, especially when people are paying a lot of money for these products and I was only asking for the original price to be honoured. I could have continued to spend my money here but I will never return again after this poor experience.

I have been following this brand for a long time and purchased two sets of pjs and bras which have been great. However the quality does change after a few washes - bobbling, colour fading, and bras stretch (in a cold wash). The bras are still fine to sleep in or lounge in the house. My recent purchase was left super disappointed after we bought winter / Christmas pjs, after one wear my husbands ripped, mine had a hole in, and along the seam of all three pjs were holey, thin and transparent material, so was only a matter of time before they all became ruined and obviously a cheap faulty itchy material. £138 is an insane amount to spend for this to happen. I expected better and was appalled when I was initially only offered 25% refund on two items. They have now given us back a refund for two items. Sadly I will not use them again.

Really love their soft sleep bras so was looking forward to getting some new ones… unfortunately size had rubbed off mine. Size guide was hard to find/confusing, guessed I was M as I’m size 10/34B but they’re clearly too small. Ridiculous if I’m an L. Tried to provide feedback via customer service email and received obvious AI response that didn’t actually address what I said at all, useless. They also don’t do exchanges so I’m about £10 down in postage with no bras. Rubbish.

I was given a pair of Nap co PJ for Christmas and they are the sofest and most luxurious PJs ive ever worn. They came in such special box and overall im very happy.

Worth noting that the brand does limited runs as ive gone to buy some more sets but theyre practically sold out as I had to write to customer service but they were super nice.

Disappointing lack of flexibility for returns over the Christmas period. Would not recommend buying directly from their website.

I have always loved NapCo, I have 4 pajama from them (now soon 7). I recently emailed them about assistance for a last minute purchase for a very special occasion and they went above and beyond to sort things out for me. Amazing customer service and the best pajamas money can buy. Couldn’t recommend more x

Very bad customer service both times I ordered from them. This time I ordered a set of pyjamas in a specific colour that had availability in my size, they sent me a different colour claiming that there was no possible way for me to checkout that colour as it was out if stock. I sent them a screenshot I happened to have proving the availability of the colour I odered at the time of the purchase and they keep insisting it was my fault. They won’t provide a return label and are making me pay myself for returning the pyjamas. I would at least appreciate some honesty that their website was not updated appropriately but they apparently prefer to gaslight customers.

I contacted Nap Co customer service just one day outside of the returns period — which included a bank holiday — to request a return. I had been unexpectedly rushed into hospital and explained the situation, hoping they might offer a goodwill gesture given the circumstances. Sadly, they showed no flexibility or empathy.

What’s more concerning is that their returns form doesn’t even include a returns address, which is incredibly frustrating and unprofessional.

Given my experience and the lack of basic customer care, I wouldn’t shop here again. I would also question whether their approach aligns with consumer rights and fair practice.

Always a wonderful experience when receiving a parcel from The Nap Co, beautifully packaged, wrapped and with so much care and time gone into the product, I love the feel of the fabric so much!

I’ve had a few pj sets from the nap co and also some sets for my daughter who is two. The quality is amazing, so soft & luxurious, and my little girl loves that she can match mummy! The designs, colours and packaging are beautiful and always so lovely to receive. Delivery is always fast and customer services are great to deal with if I have any queries x

From the moment The Nap Co package arrives it is just a beautiful experience! The packaging is one thing 🩷 but the material, quality and comfort of the PJs is worth every penny, washes so well. These are my go to for new Christmas pjs every year and also for mine and my sisters wedding Pjs !! Would highly recommend xx

The softest comfiest pjs I’ve ever worn. Got my first pair as a present around 3 years ago and they are still going strong! There’s nothing like coming home after a busy day and putting on my nap co pjs - literally heaven ☁️🫧🤍

Excellent quality pyjamas, so comfortable and gorgeous. Really good customer service, when asking any queries on sizing or stock availability. Would highly recommend the brand.

Amazing quality!! The fabric is so delicate on the skin, and washes well, wouldn’t be purchasing any where else!

I’ve ordered multiple items from The NAP Co & boy did they not disappoint! The quality is amazing and I loved how they were packaged. Their pjs are the comfiest things going and I love that you can personalise them. I also have some of their underwear and it is beyond comfy, to the point of where you don’t feel like you have any on (which I like!). I couldn’t recommend this company enough 🤍

I have purchased many pairs of pjs as gifts over the years from Nap Co.

The quality is unrivaled, packaging is stunning! They are truly the perfect gift!

Sizing is great and true to size!

Best quality and amazing delivery would not get my pyjamas from anywhere else ! Amzing service !! X

Carly

Fantastic pjs, so luxurious, i have 5 pairs now 2 of which I have had for over 18 months and both still in excellent condition after many times washing, the Quality is fantastic. Customer service is amazing and love the huge variety each season. 100% recommend to anyone they absolutely are worth every penny!!

Totally obsessed with this brand. The only PJs that STILL make me feel female… Even when I’m having lazy days. Nothing is nicer than clean pjs after an evening shower and these pjs do not change quality even after lots of washes. Worth the hype, you’ll never look at another pj brand after this one 🤍

I have bought a few pairs of pyjamas and bralet tops from the NapCo and the quality is second to none. Super soft material and they wash really well. Very similar to Skims but at a much better price point.