Nastygal Reviews 10,511

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 !!!!!!!!!!!!

I have bought so much from this company, on a recent purchase a £14 shirt was missing. I messaged and emailed them, no response so i went to paypal and all they did was send the tracking info so the case was closed. If i was going to claim anythimg was missing that wasnt surely it would of been some of the dresses that were a hundred quid plus!! I think ive probs spent around 600 in the last the 5 months and to lose a customer over a £14 shirt! Thank god it was just the shirt cos if it was one of the expensive items id have been fumimg. No way id trust them again

Return portal doesn’t work! No customer service number and the bot on messenger rubbish

Customer service is atrocious no email only through text or messenger.i used messenger and When i sent photos over and my issue chat bot told me they can’t see my photos then said they’d put me through to an advisor. I asked how to send the photos over again and no response. Received a reply from the advisor over 24 hrs later and all that was said was “we can’t see your photos on our end” then a message to rate their customer service, even though they haven’t responded to or resolved my issue in the first place and now I’m not getting a response again. Will put me off purchasing in the future

My package got lost by the delivery company, and LENNOX GODFREY, was amazing in helping me get a new package sent over!!!

Ordered on Jan. 31 from Nastygal. Didn’t take that long for delivery. My items arrived and I tried them on and the items were too big. The issues came with returning the items back. Over the course of 4 days I had to fight for a return label because their return portal doesn’t work and they kept sending it to me. I finally said look send me label and stopped sending me the link to the portal. I finally received my link that Thursday Feb 12 and I mailed it back on February 13. They received it back on Feb 24 and now the AI customer service says it will take 29 days for a refund.

My first issue is why this company doesn’t have a customer service phone number or direct chat to an actual person. It takes 24 hours to reach a human at the company in 2026. Doesn’t make sense.

Absolute scam of a company, customer service take months to reply and it's not in any way helpful. Do not order unless you know for sure you will keep the item or you'll be out of pocket.

DO NOT BUY FROM THIS COMPANY! They do not refund, they do not reply to customers. I returned an item to them and they did not refund me. I have messaged them through their preferred lines of communication and they have not responded

The order was delivered 21 days after the expected date. There was no tracking provided for up to 3 weeks past my order date. This looks like a scam and it is not a good customer experience. Furthermore 2 days after you claimed that I could call back and submit a cancelation. Your faulty AI assistant could not service my request appropriately . Which creates further suspicion on the efficacy of your service. Now I am to be burdened with returning all of the items to you ? I needed these items the first week of February. Your website even states that if there is a delay it’s usually resolved in a day or so. I waited 21 days past the expected delivery with little transparency on where the delivery was. This is totally unacceptable . And I will be reporting this on all channels.

I purchased the Barrel Leg Faux Leather pants, which unfortunately ran larger than expected. I returned the item on December 23rd, and tracking confirmed the retailer received it on January 5th.

After waiting the stated two weeks for my refund, I had not received anything. When I contacted customer service, I was told a refund had been issued on 1/14/2026. I requested an ARN number so I could trace the funds with my bank, but they did not provide one. Instead, I was left waiting an additional eight days while they “looked into the issue.”

When I followed up again, I was told their customer service team was busier than usual and that I should not continue messaging, as it would cause further delays. As of February 12th, I still had not received my refund.

I ultimately disputed the charge with my bank, and the dispute was approved.

Based on my experience, I would not recommend purchasing from this company. The lack of communication, transparency, and an accessible customer service phone number made this process extremely frustrating.