SmallBizGenius Analysis
Nasty Gal receives mixed reviews, with many customers praising the trendy and bold styles but also reporting significant issues with customer service and returns. While some customers have positive experiences, the negative feedback regarding refunds and communication is a recurring theme.
Category Breakdown
Scores based on analysis of 280 recent reviews
Customer Service Issues
2.5/10Many reviewers report negative experiences with Nasty Gal's customer service, citing slow response times, unhelpful chatbots, and a lack of phone support. For example, several customers mention waiting weeks or months for responses to their inquiries or refund requests.
55 reviews mention thisReturns and Refunds
3.0/10A significant number of reviewers express frustration with Nasty Gal's return process, often describing difficulties in initiating returns, delays in receiving refunds, and instances where refunds are not issued at all. Some customers report that the return portal does not recognize their order number, making it impossible to start a return.
48 reviews mention thisShipping and Delivery
4.0/10Some reviewers report issues with shipping and delivery, including delayed deliveries, incorrect items being shipped, and packages being returned to sender without their consent. One reviewer mentioned paying for next-day delivery but receiving the order four days later.
15 reviews mention thisProduct Quality
6.0/10Reviewers have mixed opinions on the quality of Nasty Gal's products. Some find the quality acceptable for fast fashion, especially when purchased during sales, while others describe the quality as poor and the fit as inconsistent.
12 reviews mention thisPositive Customer Service Experiences
8.0/10A small number of reviewers report positive experiences with specific customer service representatives, particularly mentioning individuals like Kai and Mark who provided prompt and helpful assistance. These positive experiences often involve resolving order issues or confirming delivery dates.
10 reviews mention thisPros & Cons
What Customers Love
"Their pieces are always trendy, bold, and full of personality just right for updating my closet with..."
"I inquired about my order and I received prompt customer service through text message."
"When I was following up on an order I haven’t received yet, Kai helped me, fast, professional and kind!"
Common Complaints
"STILL NO REFUND!!! It’s been 23 days since they had my returns!!!"
"Absolutely shocking customer service. Have sent countless emails & whatapps... Yet to get anywhere and customer service don’t seem to care one bit."
"They 'don't have a phone,' weirdest thing I've ever heard coming from a multi-million dollar company."
"Parcel arrived ok, tried to return and the portal doesn’t accept the order code !"
"Paid next day delivery. Came 4 days later. ZERO response from Facebook messenger or email."
Common Questions About Nastygal
Answers derived from customer review patterns
Is Nastygal legit and trustworthy?
Nasty Gal is a legitimate online retailer, but the numerous complaints about customer service and returns raise concerns about its trustworthiness. While some customers have positive experiences, a significant number report difficulties in obtaining refunds, resolving order issues, and receiving timely responses from customer support. The lack of a phone number for customer service also contributes to the perception of unreliability. Potential customers should carefully consider these factors before making a purchase.
Based on 45 reviewsDoes Nastygal have good customer service?
Based on the reviews, Nasty Gal's customer service is generally considered poor. Many customers report slow response times, unhelpful interactions with chatbots, and a lack of direct communication channels like a phone number. While some reviewers mention positive experiences with specific customer service representatives, the overall sentiment suggests that customer service is a significant area of concern for the company. Customers should be prepared for potential difficulties in resolving issues or obtaining assistance.
Based on 55 reviewsIs Nastygal worth it for small business?
For small business owners, Nasty Gal may not be the most reliable choice due to the inconsistent customer service and potential difficulties with returns and refunds. While the trendy styles may be appealing for certain businesses, the risk of encountering issues and the lack of efficient customer support could outweigh the benefits. Small business owners who prioritize reliable service and easy returns should consider alternative retailers with more consistent customer service reputations.
Based on 30 reviewsWhat is Nastygal's return policy like?
Nasty Gal's return policy allows customers to return items within a specified timeframe, but the actual return process appears to be problematic for many. Numerous reviewers report difficulties in initiating returns due to issues with the return portal, delays in receiving refunds, and instances where refunds are not issued at all. Some customers also mention being charged return postage for faulty items, adding to the frustration. The inconsistent and often difficult return process is a major point of concern for potential customers.
Based on 48 reviewsWhy is it so hard to get a refund from Nastygal?
The difficulty in obtaining refunds from Nasty Gal stems from a combination of factors, including slow response times from customer service, issues with the return portal, and potential delays in processing refunds. Many customers report waiting weeks or even months for their refunds to be processed, and some claim that they never receive their refunds at all. The lack of a direct communication channel like a phone number further complicates the process, making it difficult for customers to resolve refund issues efficiently.
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