Nuuly Avis 

I truly truly LOVED Nuuly- I felt like I was one of the first out of my friends who rented from Nuuly. The customer service was exceptional and always accommodating. IF my items got lost or were damaged, they would make it up with bonus items.

But lately, I've noticed most of the clothes that I want to end up renting are never in stock. The clothes are either broken or really worn in, and the quality are deteriorated. I'm happy a lot more people are using Nuuly but I feel like the company cannot keep up with the high demand. I'm really sad and disappointed. I'm canceling my membership and hoping to look into another renting company!

I have been a customer and big fan for almost 3 years now. The customer service was exceptional. If something didn’t fit or was damaged they would quickly give you $17 off your next month subscription and give you a bonus item to use in 90 days. That was their way of fixing the issue and that worked well for me. Now they changed their policy and won’t remedy the situation at all if something doesn’t fit you. They tell you to order the correct size in your next order. They have yet to address the fact that they can’t swap out items for the right size during your current order, which to me doesn’t make it right that I should be penalized by not being able to get my correct size without ordering it in a future order. Things are just starting to head in the wrong direction with their policies and customer service. Really unfortunate because I would rave about them to everyone I possibly could. They have great high quality fashion forward clothes and in a very wide range of sizes. They are also very fast with delivery (although recently it was slower than usual so really hoping that’s just a holiday season issue and not going to be a regular occurrence). And they used to have great policies on items that didn’t fit or were damaged/over worn.

Terrible customer service. I purchased through the Anthropologie platform. I have been the same size for over 30 years. The items were not as per the images and sizes were not good fits. Technically these are final sale through anthropologie but given that descriptions and sizes were not great at all, I would have taken a credit at least. They just were not interested. I often but from Thredup - very diofferent service experience than Nuuly. Will never use again, total waste of money!!!
Here is what they said in their email response:
"Thank you for reaching out! I’m sorry to hear your item is not fitting as expected. As noted on the site, all Nuuly Resale items are final sale and non-returnable. We sadly do not accept returns or exchanges on these items. So sorry for the disappointment!"

Horrible experience. I asked to talk to a manager and was told no. Never in my life have I had that happen. They didn’t seem bummed at all to loose my business. And NEVER offered to resolve my issue. But got very excited to help me cancel my account. I say save your money or invest in another renting service that is kind and compassionate. Super disappointed and sad I gave them so much of my money and time.

Had a super condescending experience with a customer service agent. They started billing me not in congruence with my orders so I have more subscription bills than I do orders, and while I am trying to get that answered this girl is just acting like I'm an idiot for asking that question. Customer service is how you keep people coming back.

I made my first order and never received it. Now the app says I returned my items and can get another box next month. There’s no phone number, so have to wait for someone to email me to see if I can get a refund. I have paid $100 for nothing. Do not use this service!

I love the idea and love renting clothing, but it's been months now that I've had some issue with my box. I've been using the service for almost a year, and for the past 5 or 6 months, I have gotten at least 2 dirty items, one item missing a component, countless poor-quality items, and most often and most annoyingly: last-minute substitutions. For those unaware, when you choose your 6 items for a box, Nuuly can all of a sudden tell you that one of the items you checked out isn't available anymore, and the algorithm will send you a different item. I have never gotten a good replacement item that I wanted and/or that I fit into.

This leads me to wonder: Is the website *that* slow with updating inventory? Is the algorithm to replace items *that* disconnected to what Nuuly customers want/can fit into? Is there no way the process can be improved so we have the opportunity to choose our replacement item, instead of having some algorithm give me some item that's way too small and can't be worn? Is the inventory really *that* low all the time?

It's frustrating that every month, something about my box is wrong. I appreciate the refunds and the bonus items, but what's the use of having 10 items in a box when I can reliably expect that there's going to be something wrong with it? I see review after review on the site of people getting bad substitutes, items that are poor quality, items that are not as described, items that came incomplete, and I have to wonder if anyone is going to do anything about it?

Leadership needs to understand that their customers are frustrated with the experience we're afforded. I love Nuuly and I love the idea of renting clothing. But this is getting tiring.

My first order was a success. Out of the 7 items I chose, 5 fit perfectly the other two were either too small or too large. None of the items were damaged or overly worn. My last order with R2R I had 2 damaged items and barely anything was available. I am officially cancelling my R2R and giving Nuuly a go!

Absolute garbage! My item had multiple spots of dirt on the sleeves, pilling on the outside of the jacket and was unwearable.

They have been charging me for a year and they refuse to refund me of the erroneous charges. I will file a dispute with my bank, but being charged over $3k for clothes worth less than $50 - VERY cheaply made is criminal. Do yourself a favor, rent from Rent The Runway - better clothes and better customer experience.

I have been renting and buying clothing from Nuuly for two years and they are absolutely the BEST! Whenever I have had an issue (which has only been once in 2 years) Nuuly quickly resolves the issue and leaves me a happy customer. Nuuly is the best company to rent and buy high quality, unique, beautiful clothing.

I really wanted to love them, but…

More affordable than RTR and the clothes are really cute. Unfortunately, it’s very hit or miss when it comes quality. Expect to receive at least a couple over-worn items in every shipment. Customer service is practically nonexistent; you can’t call or speak directly to a human, support chat replies are painfully slow, and even when Nuuly makes a mistake (sends the wrong item, a damaged item, etc.) the best outcome you’ll get is a $17 refund or an extra spot for your next order… which you won’t be able to use until next month.

I’m honestly surprised by all of these bad reviews. I’ve made two orders, and they both came very quickly and all items of clothing were in good condition. However, recently I discovered that I was still getting charged my membership fee despite being positive that I had submitted a request to cancel. 3 months had gone by, and I realized when I checked my statement this month. I immediately reached out to customer support. It was a Saturday, so I didn’t expect a response until Monday, but nonetheless, they called me and offered me a full refund and their apologies with absolutely no push back. Perhaps this improvement in customer service is in response to their negative reviews, but regardless, they’re doing a great job. I will definitely shop with them again for my next event!

Customer service very responsive.

However. One of the things I ordered was not in stock. I understand that. But they picked something that seems at random to substitute and sent it! Without any approval! As if they could pick for me what I would want to try on.

I am still mad. They are “actively working” on a solution for this. Well I will be deactively ordering from Nuuly until they figure it out. As if I want some random person picking my clothes. As if they know. This isn’t stitch fix. I’m shopping for something very particular and they have zero clue about it.

While I have used NUULY for a couple years now, I will be hanging up the towel because of an AWFUL experience my mom had on her first time using it. She orders her clothes, WELL in advance for her trip. The clothes didn’t come and when she reached out they said they never shipped it. She ended up having to pick them up because they weren’t going to come on time. Then during the returning of the clothes, Nuuly said she didn’t return an item (which happened to be one she rented for me and I watched her zip it into the bag). I’m sorry, but that should be on NUULY for utilizing shipping containers that can be opened. When my mom dropped off the package, it was in there and that is what should matter. Losing a long time customer with me and I will be sharing the awful experience with friends that I have promoted this to.

Items were wrinkled and dirty. Had to return for a second time.

I just joined Nuuly and already think their customer support sucks. I made a request twice to change my shipping address for my first order. They replied asking if I would like to reroute the order. Which seems redundant but I said yes, please do. Then they wrote me back again telling me what the delivery date would be and would I like to reroute the order? How many times can I request the same thing over and over? Now something that could have taken only minutes is taking DAYS.

Terrible customer service.

Bad response times. I returned an order on time for a pause to begin and still was charged, and it has taken days to hear back from anyone about this. I have receipts that prove I'm right and they said, "no" with a heart emoji? Unprofessional. How about trying to make the angry customer feel relief that this won't happen every time they attempt to pause their subscription? I've recommended and know many people that began using nuuly based on my suggestion, but that ends now! Also, the price has increased, but the quality has completely dropped. Terrible.

I’ve been renting boxes from Nuuly since Fall 2019 and have had nothing but amazing experiences. Whenever there’s been an issue with an item, they either give me a free item in the next box or offer a refund. Customer service is fast and responsive and kind.

The first 2 months went well, many items were new with tags and I even bought a few things. My box arrived in December filled mostly with items that were old, pilling, unwearable and wrinkled. Most didn't come out of the box so I was shocked when I mailed it back and they now claim items are missing. I disputed, they removed the claim briefly, but I just got a warning from my credit card company. They had tried to charge me 3x over for the same items-the one I did buy got charged again, plus every item that I returned was charged multiple times over. They also charged me for the subscription which I paused. Loved it at first, now I am very disillusioned.