Nuuly Avis 

The process of choosing the clothes takes a lot of time. You have to carefully read reviews to guess a proper size. The condition of the clothes is not great. Everything in my box was wrinkled. I don’t want to iron something I just brought. Items that should have been dry cleaned were not.
Some outfits not as they appeared to be from photos.( I know this is often a problem when ordering on line)
But when all this is factored in in, you chance of obtaining a fully successful box is very small. For me not worth my time & money.

I just received my first box and EVERYTHING had an issue and was WET!! There was one top that had pink stains on it and smelled like someone doused it in Febreeze or other stinky perfumed product. One dress had white "schmutz" on the front and a black ring around the collar. I contacted Nuuly immediately and they blamed UPS!! I defended UPS and said that there is NO way that the carrier did this. They did offer a "redo" or I could try to clean them myself, but told me to "be careful" ... please!! Everything is going back and I'm canceling. I don't have time for this!

I would give zero stars if I could. I’ve been using Nuuly over a year now and my last return they told me two items were “missing”, I told them I sent them all, once UPS has my package there is nothing I can do, their packaging is easily opened and closed without any evidence of tampering and I’ve brought this up to them several times as I’ve had orders missing items, they chose to charge me for these two supposed missing items and when I told them I was going to cancel my membership they were nothing short of gleeful, take your business elsewhere, they don’t seem to want it.

Don't trust how they size their clothing. I ordered a dress in size 8, and it was clearly at least 16. I could've fit two of me in there. I tried to reach out to customer service and all I got spewed back to me was there no return policy. With photos I attempted to show that the item was grossly mislabeled and they just kept accusing me of not liking the fit. I had no chance to like or dislike the fit because the item was so mislabeled in size. I requested that they send me the size that I ordered and they just went back to Saying They do not take refunds order with caution.

I have been a huge supporter of Nuuly for years and was thrilled when they opened a "Thrift Shop" for subscribers. The Thrift Shop offers discounted items (like hugely discounted)- however here is how they get you, you can only get your items if you maintain your subscription. For example, I purchased 5 items and was told that the items could only be sent with my next Nuuly rental. I unpaused my account, paid for my next Nuuly and low and behold- all of the items I purchased were not available and I was given a refund for each purchase. It seems to me that they are using the thrift store as a front to keep people subscribed. Totally manipulative and (in my opinion) unethical. I am done with all of Nuuly.

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.