Nuuly Avis 

I did not subscribe I purchased… I did not realize I would be unable to exchange an item for a different size that they had in stock. Every single pair of jeans in my closet is a size 29. I ordered everything in a 29 and all came too small. They were unwilling to exchange any of the items so I three pairs of jeans that I can’t wear. Never mind from them again.

Went online to make an account so that I could buy a gift certificate for my daughter-in-law. The process wa a nightmare. I made the account and tried around 20 times to put in my CC info only to find out when I was trying to put in my billing address the site consistently kicked me off and I had to retry again. I talked with AI chat which made some suggestions that did not work, and a team member who sent a canned message (might be a bot too) with suggestions...they would not work either. After almost 2 hours asking them to contact me by email, phone and chat, I just said to cancel/delete the account where they indicated the account could not be deleted for 30 days. This company has real problems and AI is losing them consumers. I would suggest any company with this poor service on such a simple process is suspect.

You can’t reach these people to save your life.

A recent purchase of AG jeans from this company, attracted by their "gently worn" marketing and a price under $40, resulted in significant disappointment. The jeans appeared to have been heavily washed and dried incorrectly, significantly shrinking them.
The jeans were easily 2 to 3 sizes too small compared to other pairs of the same brand in the same size. This suggests a major issue with quality control.
The company refused to accept a return. Selling items that differ significantly from their advertised size and not offering a solution for the customer is unacceptable. A return policy that doesn't account for damaged or shrunk items is a poor business practice.
Reaching customer service is difficult. When I finally connected with an agent named Lillie on the chat, it took an excessive amount of time to get a response between messages. What was more upsetting was the complete lack of compassion or understanding regarding the issue.
It is recommended that potential customers exercise caution when considering purchases from this company. There's a risk of receiving a non-wearable item with no recourse, and don't expect a helpful or timely experience from their customer service team. Purchasing from this company is at the customer's own risk!

Cute clothes - when they're actually in stock in your size (which is unfortunately a bit rare, more of a game of luck).
If you're in California, don't bother with this subscription service. Shipping takes 5+ days to reach you, and that time counts toward your rental period. On top of that, you're asked to send items back 2-3 days early if you want to avoid being charged another $100 for the next month - so you lose about a full week of your "monthly" rental.
I really wish someone had pointed this out to me before I tried Nuuly.
Some of the clothes I received were noticeably worn, including one item with a large hole in the side. My most recent box even had a bit of a smell — not sure if it was the clothes or the box itself, but definitely off-putting.
The discounts offered for purchasing rental items aren't very enticing either (most around 10-20% MSRP). You can often find the same items new - and cheaper - elsewhere.

Good concept — needs a Revamp. I have a lot of trouble with the sizing and the amount of wear an item has. I can only wear about two-three of the six items. I would like to have more categories or AI to assist with the fit. You could take the reviews and generate a fit answer based on clothing materials, my past experience, and user reviews.

slimy scammers! I ordered a dress from them via anthropologie that was not listed as having polyester, only being silk and cotton, yet came with 100% polyester lining, and when I requested a refund (which is my right since I was not sent the product i paid for/was advertised), they just changed the listing after the fact and used that as the excuse not to refund me. luckily I did save a pdf of the listing at the time of purchase. plus they were very slow to respond each time and dragged it out.
I do not need to return the dress for a refund. They must provide me a refund without return because they didn't send me the dress they advertised at the time of purchase nor the dress I purchased and paid for. They sent me something different. They keep dragging this out and lying about the law.

Amazing company with seriously spectacular customer service. It’s super fun and a highlight of the month. Try it!!!

I got my first order and I chose everything wrong (sizes)- so I reached out to their customer service and they let me replace all 6 items! Refund and then re-charged with promo codes. The clothes are pretty worn is the only thing, but I think the service is cool, especially for vacations.

The clothing arrived in poor condition.
The clothes appear very worn and they don’t accept a return.

We would leave 0 stars if we can. For our first order, their carrier service sent the items to a wrong place (the picture they sent was not our place, nor any place around us, and yes we double triple checked shipping address was indeed correct). We immediately contacted Nuuly to let them know. Their response was mind blowing. They first refused to share where they actually sent the items to (to cover their fault if they labeled it wrong) and went ahead to claim that it is customers responsibility once they ship it. So suddenly, we were getting blamed for items that we have never even seen before or in possession of. Then they went step ahead to say that they will cancel this time but second time, we will be charged for full amount of items lost. For the items they sent to wrong place! We tried to have lengthy conversation with their customer service but all they were busy doing was coming up with illogical nonsense to cover their bases with 0 accountability. We understand its carrier that delivers to a wrong place, but then the dispute should be them and the carrier , not shifting blame to customer that never ever even seen the items. It seems to me their business moral is in the wrong place and hopefully they educate their customer service bot or human to be logical in responding to issues and give actual helpful responses instead of frantically covering their legal bases. They literally blamed us from ordering to NOT receiving shipment. Pretty ridiculous.

If I could rate less than 1 start I would. The return policy is so unethical is disturbing.
Our based an item from Free People .com who sold an item for a third party. When I recieved the item I noticed the sizing that was advertised was so drastically different than the items sizing which was clearly European. Dozing. I ordered based on what was advertised thinking the item would fit. I paid $119.00 for a pair of jeans that I was unable to fit in one leg due to the false sizing that was offered as a basis for determining size and fit. The fact that the sizing was based on UK sizing should have been clearly advertised and it was not. I contacted the third party who is refusing to offer a refund or allow me to return the item. It is at the very least unethical business practice where the company is expecting the consumer to take %100 of the risk if something is wrong with the product they are selling. It is a blatantly unethical business practice and I am concerned for other consumers. The size is NOT a US size 2!! The sizing is wrong so it is false advertising despite the return/refund policy. Buyer beware!!!!! NEVER buy anything from this company if you want to responsible and happy.

I ordered two pieces of clothing from Nuuly: a bodysuit and a jacket. Both were pilled severely. The bodysuit -literally every millimeter of it was covered in pilling. Furthermore the bottom closure area button closure was warped and warn. It was disgusting. The jacket was covered in pilling and faded. I reached out to customer service twice and both times had their no return policy quoted back to me. 10/10 do not recommend. Don’t walk run away. Do not spend a dime! Please check out other more reputable resellers, consigners, or thrift stores for your gently worn clothing needs.

I really wish it was better. I've had two orders, the first went fine. Some of the items definitely needed to be retired as they still weren't like "new", but I expected wear and tear. Second order they shipped me the wrong size of an item ordered, here I thought no big deal I'll reach out and they'll ship me the correct one. Nope, they said sorry gave a small refund then a free add-on for my next order. Like many, I order these also for events so now I'm SOL on the item I was intending to wear. On top of that, this policy is no where on their site and they removed the item on my order so I can't review it let people know of their lack of customer service. Needless to say I will not be renewing

I gave it a shot but this last order came in nothing was folded it was all thrown in the bag wrinkled and looking dingy and dirty, I won’t be continuing my subscription. Such a disappointment. When they substitute items they don’t even pick from your “closet” which leads to disappointing subs. I’d save the 100.00 totally not worth it.

Customer service is the absolute WORST. No returns regardless of the fit, condition of the item, etc..... Take note that they sell through FreePeople, Anthropologie as well as on other company site. PLEASE do not order regardless of how cute or reasonable you think an item might be. As a consumer from this company you are always going to LOSE!!!!!! Consider yourself warned. I will be reaching out to the companies that sell through in order to express my immense dissatisfaction.

Nuuly is such a scam. Especially when they resale "gently used" merchandize that comes with a broken zipper and is completely unwearable, then slap "sorry no returns" on their thoughtless email reply.

The website is absolutely one of the worst. All of my friends signed up and we all agree navigating the website is like a part time job and absolutely takes too much time. Also you get stuff that has been washed and is pilled and way too small because it’s obviously been shrunken from a medium to a dog sweater size 🤦🏼‍♀️🙄 The site reloading and sending you back to the first item after you have shopped through 8 pages is just infuriating. The search bar is absolute crap. Sorry I wanted this to be good but it’s just not.

Just canceled my Nuuly subscription after one of the most frustrating customer service experiences I’ve had in a long time.

I subscribed, filled my rental bag, and bought three thrift items—all within minutes. What I didn’t know (because there was no warning or alert anywhere) was that if you don’t buy your thrift items before submitting your Nuuly rental, they won’t ship your purchase. Instead, they’ll block your thrift items unless you re-subscribe and pay another $98 just to unlock what you already paid for. Ridiculous.

I spent over 3 hours in a support chat with two representatives—Lily and Megan—both of whom repeated the same canned responses over and over again. Despite acknowledging I was a paying subscriber and confirming the timing of my order, they insisted this was “customer confusion” and not Nuuly’s fault.

There was zero effort to understand how confusing and illogical the experience was from a user standpoint. No warning in the flow, no system feedback, and no proactive help. Just: “Sorry, pay again or cancel.” Their final “solution”? A $10 discount. After three hours. For a problem they created.

The tone from both reps felt dismissive and completely uninterested in resolving the issue meaningfully. At no point did I feel like a valued customer—just someone they wanted to close the ticket on.

I’ve canceled my subscription and will not be returning. Nuuly has serious UX and customer service issues, and if you value your time or sanity, I’d recommend staying far away.

Horrible and delayed customer service response. Company will not allow a return or exchange. I will choose to spend my $$ elsewhere.