Nuuly Recensioni 79

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.

This company USED to be amazing, but after the price increase things changed. They started having issues with their stock - it became super limited and ordering an entire box with items you’d want was challenging. Eventually, I started receiving replacements for items I’d already ordered in every single box because they were out of stock “suddenly”(again, AFTER I’d placed the order). The replacements were never similar and you are not asked, but informed that you were just getting a substitution of their choosing.
I finally deactivated my account when an item I ordered “went out of stock” and was replaced with something else. I immediately notified Nuuly that I was not okay with this, but they proceeded with the order anyway. The same day the label was printed, guess what- the item was back in stock. I reached out to Nuuly and was met with complete indifference. Even though my box had not left their warehouse AND the original item I ordered was in stock, they refused to rectify and were going to intentionally send me the wrong item. If it was the first time and I didn’t need what I ordered for an event, I probably wouldn’t have cancelled, but this is an ongoing issue that the company clearly has no goal to fix. Their staff only responds in copy + paste formatted speech and won’t deviate from the script. Why even have customer service if they don’t do anything to fix said service? I won’t be re-subscribing. There are other rental platforms that don’t have this issue.

Just ordered nuuly only for the month of december since i had so many parties and events to go to. I ordered 6 things. One sweater, one jacket, 4 dresses. The sweater and 2 dresses got substituted into stuff that looked nothing like the stuff I ordered. They refunded me 30 dollars for it, but essentially I was still paying 60 dollars for only one dress I was going to wear since I really didn’t even need the other items (the substitutions just so happened to be the items i actually needed) anyways they offered me bonus items my next order but for 100 dollars for 6 items a month and they can just substitute items whenever you want it’s safe to say i will not be ordering again. isn’t the entire point of a rental service picking out your own items to wear? doesn’t make sense to me. very disappointed.

I wanted to give this service a chance as I was unable to find an item on Rent the Runway for an up-and-coming wedding. This is not recommended. You can only contact them via chat and not a live person. I was requesting for an address change or upgrade as it was not displayed at time of checkout the delivery time. No option to upgrade to the next day. Rent the Runway you can choose the date of the occasion. They were not able to help in any way and directed me to UPS. UPS then stated they could not make any changes to the address and to contact the shipper. It looks like my first delivery will not even arrive in time and there were no helpful solutions or even that much time taken to reply. I'll stick with other services in the future.

Switched back to Rent the Runway. It felt like Rent the Runway's ugly sister. If you are in late teens/early 20s and in your boho Era, this might work for you, but the quality of the clothes was dismal compared to RTR. The shipping took 3-4 days(cutting into your 1 month period), and 80+% of the items I wanted were unavailable. Rent the Runway has more premiumness vs Nuuly.

I've only been using Nuuly for a couple of months, but I've have an overall pleasant experience so far. My first month, shipping was very fast (2 days) and all items were in good condition (one shirt even still had tags on it). This month it seems UPS lost my shipment, and while the rep did take a long time to respond (3+ hours in the chat), she was very fair. She immediately refunded me my payment, which allowed me to 'unlock' a new shipment immediately without being double-charged. She also added a free additional item to my next order. My main complaint is that it does seem misleading that you are paying for a month's rental but have to return items by original shipment date, essentially losing a week of wearability.