The items are generally fairly good but customer service is atrocious. I messaged with a complaint about a damaged item back in December and still haven't heard a single thing back. Won't be ordering... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The few items I’ve bought recently have been fine, quality as expected for fast fashion just glad I’ve purchased in the big sales. Otherwise can’t recommend if you want to receive anything quickly.... See more
I ordered two tops on the Saturday , it said it would be sent to the lockers by Tuesday, it’s Tuesday and I still have no dispatch email, so on Wednesday I looked for a way to get in contact with them... See more
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 need... See more
Company replied
Company details
Information provided by various external sources
In 2006, founder Sophia Amoruso started an eBay store selling a highly curated selection of vintage pieces. The shop has grown to become an international style source offering both new and vintage clothing, shoes, and accessories. The name was inspired by the song and album “Nasty Gal.” Betty Davis, the patron saint of badass women, was known for her unapologetically sexy funk music which comprises our vision of femininity—complete with lamé platform thigh-high boots.
Contact info
United States
- customerservices@nastygal.com
- nastygal.com
2.3
Poor
11K reviews
Replied to 55% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A scam of a company that has stolen…
A scam of a company that has stolen $400 from me. I ordered $470 worth of items on September 10th and returned 6 of the 7 items on September 11th - I have the tracking information and documented proof from USPS that this was received by Nasty Gal’s shipping agent on September 21st. After I did not receive a refund by mid October, I reached out to Nasty Gal who said wait for 30 working days for the refund to appear and the warehouse team to acknowledge the products… okay. I’d also placed and returned another order with different sizes in this time frame and received a refund for that (much smaller, $70).
I had to travel for a health emergency and then when I didn’t receive the refund even on December 7th, I reached out to them in great detail about the outstanding refund, with each item price and SKU, screenshots of my orders, tracking information, screenshots of the usps proof of delivery and the order details. An agent, Cedric, promised me that they would conduct an investigation by checking the warehouse videos (I have proof of this conversation over text too). He said he would get back in a week.
its December 29th now and when I reach out to customer support they say “it’s been over a month since your order. The warehouse team can’t help you. The other agent was wrong.”
this is absolutely disgusting. They’ve stolen $400 from me despite me having proof of delivery as well as had an agent tell a blatant lie about an investigation. What a disgusting excuse for a company that sells trash. I will be filing a complaint with the consumer board since $400 is too much money to lose to this horrendous and cheating corporation.
29 December 2024
Reply from Nastygal
UPDATE:
Thank you for your information Sam,
Having checked your order, I can see that our warehouse confirmed receipt of 1 item from your order on November 2nd.
We then received contact from you on December 6th, which is over our returns period and outside of our limitations of being able to review a return received into our warehouse.
As such all available avenues to us have now expired and we are unable to further review the return claim on this occasion.
Thank you
Aimee
-----------------------
Hello Sam M
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I’m sorry to hear about this, I’d be delighted to personally assist you with this matter.
I’ve requested more information from you via Trustpilot, once I have this, I will definitely look into this further for you.
Kind regards – Abdullah
Brilliant communication by Carla was…
Brilliant communication by Carla was refunded straight away thank you
29 December 2024
Unprompted review
Reply from Nastygal
Hello Faye,
Thank you for taking the time to leave your review, I am pleased to hear that Carla was able to resolve your issue for you wth a refund.
Your feedback is appreciated and will be reviewed internally so that we can continue to provide the best possible service and quality to our customers.
Thank you
Aimee
Continued terrible experience with refund resolution
Posted a review earlier for an item that never arrived. Customer service kept asking me to wait whenever I reached out about it, pushing the date back for a resolution and refund every time. The package hasn't moved in the tracking system since December 5th. Someone from Nasty Gal reached out to me about my review on TrustPilot and once again asked me to let them know if the order hadn't arrived by December 15th. They then posted on my review that the matter was resolved.
Well, its December 27th, the matter was not resolved and I have received neither a refund nor any more information from Nasty Gal. I fully expect another associate to respond to this review by asking me to "wait" another 2 weeks.
Shameful. Never again.
27 December 2024
Unprompted review
Reply from Nastygal
UPDATE:
Thank you for your information Jane,
Having checked your order, I can see that your order was returned back to our warehouse and a refund issued on December 31st. A refund of $16.59 is processing back to your PayPal and will be with you no later than January 7th.
Thank you
Aimee
-----------------------------
Hello Jane
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I’m sorry to hear about this, I’d be delighted to personally assist you with this matter.
I’ve requested more information from you via Trustpilot, once I have this, I will definitely look into this further for you.
Kind regards – Abdullah
Easy & helpful in accommodating my…
Easy & helpful in accommodating my inquiries. Liselle A. answered/suggested/resolve my questions, especially considering it was 4am-ish. Thank you again Liselle A.
24 December 2024
Unprompted review
Reply from Nastygal
Hi Yolanda, hope you are well.
Thank you so much for taking the time and leaving this 5* review, we really do appreciate it. It is brilliant to hear you found the customer service easy, helpful and that Liselle A was able to answer all your questions.
I will be sure to pass your kind words onto Liselle A for you.
Take care – X
just this minute had a reply from nasty…
just this minute had a reply from nasty gal...ive, sent pictures on how huge the arms were, literally about 6 inches covering my hands. On their website it's deceiving the girl has the sleeves pushed up,if i would had seen them down I wouldn't had purchased it ,that is false advertising. They said return it but that means I have to pay and i was offered small the next size down and still pay another £4.99 !!!I'm a 14....but couldn't trust those huge long arms again! What a shamble and won't be buying from them again! Madness i paid £4.99 to get it delivered and would have to pay another £4.99 to send it back, so £10 out of pocket and no item. This was not just too big as in I ordered the wrong size it's huge. The arms are baggy and so long it looks ridiculous, their problem with the cardigan. Don't buy from them seriously you can't run a business like that.
Date of experience 19/11/24
20 December 2024
Unprompted review
Reply from Nastygal
Hello Yasmin
I am sorry to hear you are unhappy with the items in your order. You are of course welcome to return any items that are unsuitable back to us for a refund.
Returns are charged at £1.99, however if your items are very badly sized, our customer service team will block any return fees that may be applicable.
Once posted, please make sure you are given a receipt as you will need to keep hold of this until you are refunded, which should be within 15 days of your posting date.
Thank you and take care
-X
Part of my order not delivered/poor customer service
I placed an order on the 15th of December 24, I received a follow up email stating part of my order has been dispatched and I’ll receive another email once the remaining items have been dispatched. I received the dispatched items on the 18th. I reached out to Nasty Gal via messaging to find out when the remaining items will be shipped but they were very dismissive without hearing me out. The Advisor Helen sent a message with confirmation and proof of my delivered package. I don’t dispute receiving part of my order but she’ll not listen. She stated they cannot refund my order because there’s proof I’ve received them. I didn’t request for a refund I only queried when the rest of the order will be dispatched which I believe is a reasonable question because it is odd to place an order on the 15th and not know when it will be dispatched. My emails have not been responded to either. This is very frustrating as I wanted the items for Christmas. Now I’m wondering if I’ve been scammed. This is not good customer service at all.
19 December 2024
Unprompted review
Reply from Nastygal
Good afternoon Gertrude, thank you for taking the time to leave a review regarding your recent experience with our brand. I am so sorry to hear you haven't received all of your items yet.
I have taken a look into your order and can see there is remaining items due to be delivered to you and your order was placed on Super Saver Delivery which can take 7 working days to be delivered to you and should arrive by 24th December. Once these items have been dispatched you will receive tracking information.
I hope this helps and take care - Devon
Nasty Gal x Debenhams
Checking the reviews I see the customer service is a issue on this company , and so many people have complained about the same thing , is not a trustful company , we buy with nasty gal, if you have a issue with your parcel ,they ask you to send message to DBZ , Debenhams don’t reply the texts , the same as Nasty Gal , even the customer service is the same layout, probably there are the same company ,they throw the issue one to another to make the client experience exhausted and dissatisfied. Since day 09/12 I am trying to find my parcel and they are not supporting me . I have sent emails, texts, but nobody is really professional to fix it. Don’t recommend this.
9 December 2024
Unprompted review
Reply from Nastygal
Hello again Vital, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
Please allow 48 hours from your latest contact for our team to get back in touch with you.
Kind regards -Millie
Refused postage refund
Standard delivery was advertised on the website as up to 4 working days. It has now been 6 working days and my delivery is still not here. I have asked the company if they can provide a free return so I can return the items back to them when they finally arrive to receive a full refund including my original postage. They have been very unhelpful and said I can't have a postage refund and have to pay myself to return the items. I no longer need the items as they weren't here on time for their intended use. It would be appreciated if the company didn't expect customers to pay for their incapabilities.
17 December 2024
Unprompted review
Reply from Nastygal
Hello Gemma,
Thank you for taking the time to leave your review, I am sorry to hear your order did not arrive on time for you especially as this was ordered for an event you had.
As you ordered using standard delivery this provides an estimated delivery of 4 working days. There are also occasions where our couriers experience delays and this is out of control.
Having checked your order, I can see this has now been confirmed as delivered for both parcels. Should you no longer wish to keep your purchase you are of course welcome to return this to us for a refund.
On this occasion as a gesture of goodwill, I have set the order to receive a free return so there will be no deduction from your refund. I have also noted your order so that you can contact our customer service team to receive a refund for your shipping cost on this occasion following receipt of your return within 14 days of purchase.
Thank you
Aimee
I returned an item and hadn’t received…
I returned an item and hadn’t received my refund yet. I contacted customer service through text message and Allyson quickly helped me receive my refund. Very efficient and easy to work with!
15 December 2024
Unprompted review
Reply from Nastygal
Hi Kelly
Thanks for taking the time to leave a review for us and I'm sorry to hear about the returns issue. It's so nice to hear that Allyson was able to resolve this so well, they'll be happy to see your kind feedback! Have a great day - x
I had to return an item and wasn’t…
I had to return an item and wasn’t receiving my refund. I contacted them and quickly got someone to help me out and she was very kind. Thank you Christian A!
13 December 2024
Unprompted review
Reply from Nastygal
Hi Tori
Thank you for taking the time to leave a lovely review.
It’s great to hear your recent refund query was resolved is such a timely and efficient manner. I will be sure to pass on your kind words to Christian for all their help.
Have a great day and take care.
-Stacy
If I could give 0 stars I would
If I could give 0 stars I would. Don’t buy from these amateurs. Have been trying to deal with Customer Service but they are impossible to contact and clearly based in another country (the time difference is obvious). They sent the wrong item which I attempted to change for the correct jacket - it has been a fiasco of ignored messages and obfuscation ever since. They’re awful. Avoid like the plague.
11 December 2024
Unprompted review
Reply from Nastygal
Hello,
Thank you for taking the time to leave your review.
Having checked your order, I can the order number you have provided is for your 2nd order for the item in question.
Looking back at your original order, I can see that our Customer Service team responded with the correct steps to resolve this for you by return and receipt of postage.
Sadly when it came to the following steps, the jacket was showing as out of stock and a refund was issued to you correctly to resolve this for you.
As I can see you have been able to since place a new order for this, I do hope this arrives shortly to further resolve this matter for you. However should you have any concerns, please do get back to our team who will be on hand to resolve this for you.
Furhermore, I note the new order has been raised at a higher price to your original order. On this occasion as a gesture of goodwill I have just arranged a refund on the price difference for you and a refund of £59.92 is now processing back to your bank account and will be with you no later than December 24th.
Thank you
Aimee
Takes advantage of customers by…
Takes advantage of customers by offering two day express delivery for an extra price that doesn’t actually come.
I've been waiting on my order that I paid extra on for express delivery and it still hasn’t come. This company uses Evri the worst delivery service in the UK. Im going on holiday at the end of the week and I don’t know what to do.
Nasty Gal refuses to offer any help and says its the fault of Debenhams (even though I made the order on the Nasty Gal website). They are not offering a refund on the express delivery fee I paid even though it still has not come yet. And they are also not giving an update on where my order is or trying to help in the slightest.
They don’t have a customer service number (go figure). So no way to actually speak to someone and get help.
I would warn anyone else that is thinking about buying here DO NOT WASTE YOUR MONEY. Go somewhere else that is trustworthy, uses Royal Mail and actually has a customer service team
12 December 2024
Unprompted review
Reply from Nastygal
Hello,
Thank you for taking the time to leave your review and sharing your experience with us.
I am sorry to hear you have not received your order on time, certainly not the experience we want for you when shopping with us. Especially as you have purchased ahead of your holiday.
Having checked your order, I am unable to see that you have been in discussion with our Customer Service team to allow further investigation here.
That being said, I can see that 1 of the 3 parcels sent to you has arrived on time and was delivered on your delivery date of December 10th. Further to that I can see that 1 of the parcels has been confirmed as delivered earlier today - December 13th and the 3rd parcel is with the courier currently and update due shortly so ask that you continue to track with Evri for this updating for delivery shortly.
As part of your order has not been delivered on time, on this occasion as a gesture of goodwill I have issued a refund for your Express Shipping and a refund of £4.99 is now processing back to your bank account and will be with you no later than December 24th.
Thank you
Aimee
Have been waiting over a week for my…
Have been waiting over a week for my package to be dispatched. Trying to contact agents but am waiting hours through every system they have available as they are now telling me they cannot find my details on the system. Absolute joke of a company can’t even cancel my order as they only accept returns but I still dont have any of the items to return, first time ordering and definitely will not be using again!!
9 December 2024
Unprompted review
Reply from Nastygal
Hello Hayley,
Thanks for reaching out in regards to your order, I can see that this has yet to be dispatched yet from the warehouse.
As soon as it does leave, your tracking will be made available and your parcel should arrive no later than the 18th of December.
Thanks
Samantha
Ordered a pair of pyjamas and the…
Ordered a pair of pyjamas and the trousers were ripped which was unfortunate but customer service advisor Mei helped me really quick and I was refunded and given a free next day delivery code for my next order.
7 December 2024
Unprompted review
Reply from Nastygal
Good morning Louise,
Thank you for taking the time to leave us your review and we appreciate your feedback regarding Mei's customer service.
I'm pleased they were able to assist with your pyjamas and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a lovely day, take care! x
Terrible customer service
Terrible customer service, unable to provide information of a lost package. Kept asking me to wait for another week instead of cancelling the order and issuing a refund. Poor response time.
25 November 2024
Unprompted review
Reply from Nastygal
Hi
Thank you for this review, I'm sorry to hear your parcel has experienced a delay in getting to you. Although the majority of our orders are delivered within the timeframe chosen at checkout, delays with couriers do sometimes happen that are out of our control and when they do, they ask to allow more time for delivery to be made before we are able to declare the parcel as lost. Rest assured, if the given timeframe passes and the parcel is deemed lost, a refund will then be processed to you.
I appreciate your patience with this.
Thanks - Dean
Liselle quickly answered my question…
Liselle quickly answered my question and provided everything I needed including a future follow up. Thank you!
24 November 2024
Unprompted review
Reply from Nastygal
Good morning Raquel,
Thank you for taking the time to leave us your review and we appreciate your feedback regarding Liselle's customer service.
I'm pleased they were able to assist with your query and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a lovely day, take care! x
James at NASTY GAL Customer Services…
James at NASTY GAL Customer Services solved my issue so quickly. He issued a new QR code and I managed to post my parcel today. If only it were always so easy.
Thank you James.
22 November 2024
Unprompted review
Reply from Nastygal
Good morning Diane,
Thank you for taking the time to leave us your review and we appreciate your feedback regarding James's customer service.
I'm pleased they were able to assist with your returns query and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a lovely day, take care! x
The worst company
The worst company! I’ve been waiting for my refund for 1.5 months, and they kept ignoring me every time I tried to contact them. When I finally managed to reach someone, they claimed my refund was processed a long time ago. However, the last time I spoke to them, they simply told me to wait. Now, suddenly, they say the refund was already processed and that I need to check with Apple Pay.
On top of that, there’s the issue with items that were never delivered. Their response? They told me to check with my neighbors, even though the tracking clearly shows no movement on the package.
This is a terrible business that seems to be stealing money. Avoid at all costs!
22 November 2024
Unprompted review
Reply from Nastygal
Hello T Clifton,
Thanks for taking the time to leave this review, I am sorry to hear you have yet to receive the return refund and also in hearing you have not received an order.
So I can help you further with this, please can you get back in touch with your two order numbers and contact email address?
Thanks
Samantha
Great Customer service
Nasty Gals customer service is so efficient and helpful. I would absolutely shop here again.
19 November 2024
Unprompted review
Reply from Nastygal
Hello Kirstyn
Thank you for taking the time to leave us a wonderful 5* review!
Its wonderful to hear you love our brand and you have always found our customer service to be efficient and helpful. Positive feedback is great to hear, and we appreciate your kind words.
I will be sure to pass on your thanks to the team for all their help with your recent query.
Have a great day!
- X
Amazing customer service
Amazing customer service! I have shopped at Nasty Gal for years and whilst I rarely have any issues or need to return, customer service are really friendly and easy to contact. Today Lenny helped me with a faulty item and went above and beyond to complete my return for me! I was also sent a free next day delivery code so I could quickly find a new replacement for my order. Very grateful and happy customer - thank you!
2 November 2024
Unprompted review
Reply from Nastygal
Good morning Jess,
Thank you for taking the time to leave us your review and we appreciate your lovely feedback regarding Lenny's customer service.
I'm pleased they were able to assist with your faulty item query and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and I hope you have a great day, take care! x
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.