Nuuly Reviews

Steer clear of this website. I ran into multiple issues, including getting charged twice for my membership after I canceled. Plus, on two different occasions when I sent my box back, they said I didn't return something, or some things. Their customer support is basically non-existent, and they never have much inventory to pick from.

Received items that were damaged and soiled. The company hides behind their no return policy to mistreat certain groups of customers.

Bought some designer jeans advertised as gently worn for under forty bucks and got seriously let down. The jeans were overwashed and shrunk, making them two or even three full sizes smaller than they should have been for that size. This shows a real quality control problem. The company won't take them back. Sending items that are drastically different in size from the listing and refusing to help is not how you treat customers. Not allowing returns on damaged or shrunken items is bad business. Getting a hold of support is a pain. When I finally chatted with an agent named Lillie, responses took forever to come through. Worse than that was how dismissive and uncaring she seemed about my problem. If you're thinking about ordering, be careful. You might end up with something unwearable with no way to fix it, plus don't expect great or quick support either.

Complete scam artists. I ordered a dress that was advertised as silk and cotton with no polyester listed, but it arrived with a lining that was one hundred percent polyester. When I asked for my money back, which I should get since the product wasn't what I paid for, they just changed the description online afterward and used that to refuse me. Lucky for me I kept a copy of the original listing. Response times were slow too and they dragged things out. I shouldn't need to ship anything back to get a refund. They owe me a full refund since they didn't send me the dress they advertised or what I purchased. They shipped something completely different. They keep stalling and saying things that aren't legally accurate.

When I got my first order, I totally messed up the sizing for everything, so I contacted their support team. They were actually really cool about it and let me swap out all six pieces without a problem. They refunded and re-ordered with promotional codes. The clothing is pretty worn though I have to say, but for the price, the service is nice especially when traveling.

I got two pieces that were supposedly gently worn: a bodysuit and a jacket. Both were covered in pilling. The bodysuit was pilled everywhere, literally from top to bottom, and the button at the bottom was bent and falling apart. It was awful. The jacket was also pilled and faded out. I reached out to customer service twice and both times they just quoted their no return policy. Pass on this place. Don't even bother. Look for other secondhand sellers, consignment shops, or actual thrift stores that have actual gently worn items for rent. That's your better option.

Wish this service was better. My first shipment went smoothly enough. Some pieces showed their age even though they were supposed to be in good condition, but I figured that came with the territory. On my second order, they sent me the wrong size. I thought it wouldn't be a problem and contacted them about sending the right one. Wrong assumption. Instead of replacing it, they apologized, gave a tiny refund, and threw in a free item for later. The problem is I needed that specific piece for an event coming up, so now I'm out of luck. What really bothers me is this isn't stated anywhere on their website, and they've removed the item from my order so I can't even leave feedback about the issue or warn others. I won't be renewing my membership.

Just canceled my account after a nightmare experience. I signed up, picked out my rental items, and added three thrift purchases within a few minutes. Nobody told me that if you don't buy thrift stuff before you submit your rental order, they won't ship anything. Instead your purchases get locked unless you pay another ninety-eight bucks to reactivate your subscription. That's completely ridiculous. I spent over three hours chatting with two different support people who kept repeating the same scripted lines. Even though they acknowledged I was an active subscriber and confirmed when I placed my order, they kept saying this was just me being confused instead of admitting their system was broken. They didn't even try to see how illogical and frustrating the whole thing was. No warnings during checkout, no alerts from the system, and no real help. Just take it or pay again or quit. The best they offered after three hours? A ten dollar coupon. For a mess they created. Both representatives came across as dismissive and completely uninterested in actually fixing anything.

I really liked Nuuly for a long time until they launched the Thrift Shop. I was excited about getting huge discounts on items, but here's the catch. You only get what you bought if you keep paying for your subscription. I picked out five items and they said they'd only send them along with my next rental order. I restarted my subscription and paid for the next box. Guess what? None of those thrift items were available, and I got refunded on each one instead. It looks like they're using that thrift section just as a way to force people to stay subscribed. Super manipulative and frankly unethical in my view. I'm completely done with this company.

Got really talked down to by someone on their customer service team. My billing didn't match my orders, so I had way more subscription charges than actual shipments, and when I tried to get clarification, the representative treated me like I was stupid for even asking about it. How you treat your customers is what makes them want to stick around, and that definitely wasn't the case here.