Contact Nuuly Support

by Not So Sure Yet

I am disappointed with my Nuuly experience. Things started off great with my first box, got everything quickly and it fit perfectly (i did research outside of the app to have the best shot at this). Everything has been TERRIBLE since. My second order NEVER made it to me, it returned to the warehouse or something. The only reason i got a refund is because i contacted them. After explaining what had happened they offered me one free item and refunded the box cost. This is where I get really frustrated, i went to reorder my items that i had spent way to long selecting and they weren’t available, the best they could do was tell me approximate return dates for the items, ranging from a couple of days to weeks. Yesterday I finally saw most of the items i wanted in sizes that could work and now I am getting an email saying they are subbing one of my items with something that looks NOTHING like it. I wasn’t given a choice to pick another item and this item wasn’t even from my save closets, there for money wasted. Worse still is that there isn’t an option to alert them that you aren’t interested in the item. If i want a surprise i would ask my dad to go by me some pants. All of this to say proceed with caution, the time spent is probably not worth the effort if this is the experience and customer care being offered.

by Thisiseffingbs

I’ve been a Nuuly member for years now. The actual service and idea is amazing. I usually do love the items themselves. However, the customer service is atrocious. The people responding are nice enough. But it’s like nobody ever works. The response times for the online chat are FOR-EV-ER. Like HOURS. Sometimes even DAYS. It’s like, why even have an online chat option?? Just only allow emails then!
Also, they have screwed me a few times in getting a shipment later than I was promised, or forgetting to send part of a clothing item (like a belt that’s supposed to come w it and the item doesn’t even nearly fit without it), or somehow realizing they don’t have the item i picked after confirming shipment—so they decided on THEIR behalf what to send me in place of the item i wanted instead of asking ME what I would like (ps the item they chose was NOTHING i would ever in my life wear which was incredibly frustrating). And then they “can’t” send only one item out when they were the ones who screwed up, so they do give you a little bit of money back or a free spot for the next month which is i guess nice but doesn’t necessarily make up for their mistakes. So, it depends how flexible you are and if you use this service because you actually have a busy social life or travel a lot, etc, or if you’re just doing it for fun.

by Leanna1345633

I need to update my credit card information and despite there being nothing wrong with my credit cards (confirmed with visa rep) their website continually pops up with a faulty error message stating that it cannot accept my payment details. Their customer service is basically non-existent. There is no phone number to call and talk to someone. You can only text/chat and wait for them to message you back. I messaged them 10 hours ago during their business hours to resolve this issue and they have not even read my text let alone responded to it. Also, I’ve only received one shipment so far and one of the dresses looked soooo old. It was pilling, the seam was coming apart at the bottom, the color was faded and the belly area was all stretched out. I cannot believe they sent me a piece of clothing in that condition let alone were asking $80 to buy it. I feel like it was wasted money. I almost forgot…almost half the items in my closet are not available to rent in my size…really not cool. So far I haven’t had the best experience with this company.