Nastygal Reviews 10,511

I’ve been chasing a refund for 2 weeks now - items were returned at the end of November

Customer service is appalling, I can’t get a straight answer out of anyone AI chat is useless I’m literally at my wits end

I’ve been owed £89 for over a month now

*UPDATE* 21st Jan

STILL no refund - I’ve been given a variety of dates it was supposedly processed by their ‘customer service’ team so I very much doubt that it’s actually been processed at all.

Issue is never addressed in full/always by a different person with obviously no information being recorded/shared/looked into properly

I’ve asked for the issue to be escalated - nothing.
I’ve asked to make a complaint - nothing.

Absolutely disgusted to read the amount of people they are blatantly withholding money from in the same way - will be making sure no one I know uses this company again.

I placed an order for a £120 jumpsuit before Christmas which unfortunately didn’t suit me. I then processed a return online and dropped it off at the post office the 8th December and have never received the funds. I have made multiple attempts to get in touch with customer service but it is virtually impossible to get hold of a real person. Can someone please get in touch with me to process the return as this is getting ridiculous.

Absolutely shocking customer service. Have sent countless emails & whatapps, to query something from 27th November 2025. Yet to get anywhere and customer service don’t seem to care one bit. Will never ever ever recommend this company or shop with them again

I inquired about my order and I received prompt customer service through text message. I tried via email and Facebook Messenger but did not receive a response. I’m happy to know that text message is the best way to go! Can’t wait to receive my package.

Update on my last review: I finally got a returns label for usps. I sent the package off on November 11. It is now January 3 and I have still not received my refund. If I could rate this less than 1 star I would. The company even said it would take a month to get my refund but it has been longer then than that by now.

Shocking from start to finish.

Paid next day delivery. Came 4 days later. ZERO response from Facebook messenger or email. Have naturally requested a refund for the charge, as well as return charge. No response to anything and I've emailed twice!

Have since returned the items, no confirmation email either still, so thank god for tracking.

Absolutely shocking customer service. No problem sending items out at their leasure but once you've handed over money, it seems you're on your own.

Does anyone have a way to speak to an ACTUAL HUMAN?

Absolutely appalling! I have had so many issues with one order.
After a massive struggle trying to actually place a return due to the items not showing in the return portal, I sent a return on the 24th of November. I messaged on the 14th December chasing up the refund and was informed they had received it and it would take up to 5 working days to issue. I have still not received a refund (which is via gift card due to clicking that as a refund method which you ridiculously can't change!). I sent another message today and they responded..
''Please note, your return is now over a month old. Our warehouse team has confirmed that all items originally returned have been processed and refunded. If you are missing any refunds, WE ARE UNABLE TO INVESTIGATE this further due to the time elapsed since the return''.

Absolutely appalling, fraudulent basically keeping money, I have lost around £100! Also the next day delivery I paid for and never received!

I will be taking this further

NEVER ORDER FROM NASTYGAL!!!! I ORDERED 30 DAYS AGO. ONLY PART OF MY ORDER WAS SENT. I NEVER RECEIVED THE OTHER PART ORDER AND THE ITEMS ARE NOW SOLD OUT. I HAVE BEEN EMAILING, MESSAGING & INSTANT MESSAGING NASTYGAL, ALL I GET IS AI RESPONSES. THE SENT ME AN INVALID LINK STATING THE OTHER PART OF THE ORDER HAS SHIPPED BUT ITS A LIE, THE LINK DOESNT EVEN. NASTYGAL MESSED UP & KNOW THEY NEVER SENT MY ITEM. I JUST NEED A REFUND FOR WHAT WASNT SENT. NO ONE IS TRYING TO RESOLVE THIS ISSUE FOR ME. I SEND AT LEAST 15 MESSAGES A DAY TO PUSH MY ISSUE AS URGENT, NO RESPONSE. TERRIBLE COMPANY ALL TOGETHER.

I returned a FAULTY item (inside seams all falling apart) to Nasty Gal and was forced to pay return postage myself. To add insult to injury, they didn’t acknowledge my return or refund, probably because they decided to keep the item and only refund me 50% 🤣 it’s actually funny - did I only return half of the item to them?

Safe to say I will never shop with them again and I recommend you don’t either. Have reported the THEFT to my bank.

What a disgusting disgrace . I did an order on the 30 October 2025 and the order was sent back as I was not able to pick it up due to the parcel being delivered late . I have been chasing my refund for over a month now and still nothing but a rubbish Ai response. I will now have to escalate this matter to trading standard. Do not buy from them !!!!!!

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!