Jay B.

I ordered a black maxi dress from HouseOfCB (previously CelebBoutique) for my 21st birthday night out with UK Next Day delivery around 5 days before my birthday. The dress arrived the morning after and I tried it on to find it wouldn't zip up at the top. I even got my mum to attempt to pull the zip all the way up and it wasn't having none of it. I looked at the label inside the dress to find it was 2 sizes smaller than what I'd ordered. I looked at the returns slip inside the packaging which stated they would exchange and/or refund items in the event they do not fit, meet expectations or arrive damaged but they would need to receive the original item first before they could process a new order and/or a refund. My birthday was just 4 days away and I couldn't see my original dress reaching them in time, let alone the correct dress reaching me in time. I sent their customer care team an e-mail to explain that I wasn't happy as I needed the dress for my birthday just a few days away. I was expecting a "tough luck, what can you do?" response and expected I'd have to just go through the returns process and hope for the best, but I was met with the best customer service possible. I received a reply a few hours later from a lady named Laura who told me to send the dress back via Express delivery with the returns form and to then forward her a photo/scan of the delivery receipt along with the dress/size I wanted and she would expedit the new dress to me immediately so it would reach me way before my birthday - once they had received the incorrect dress they would reimburse me for the postage costs that it took to send the incorrect dress back to them although it would take a few days to go back into my account after they'd reimbursed it. I changed my mind and decided I didn't want the black maxi dress after all as I wasn't a fan of the material and fit, so decided to ask if I could exchange for one of their bandage mini dresses which was £25 cheaper than the black maxi dress; I thought this might have been too much hassle for them but they told me it was no problem, however they weren't able to refund me the difference between the dress and they would instead give me £25 store credit instead. I shipped the dress with Express delivery the next day and e-mailed over a photo of my delivery receipt and details of the new dress I wanted and received a reply a few hours later from the same lady saying my new dress had been sent out along with a separate confirmation/shipping & tracking confirmation e-mail for the new dress. The next day she e-mailed again to say the incorrect dress had been delivered to the warehouse and they had reimbursed my postage costs which should be in my bank within a few days (which it did!); a few hours later I received my new dress which was the correct size and the fit and quality was absolutely amazing; really flattering on and definitely something which will last years. Yes, it's expensive but the price really does reflect the quality. I've had nothing but compliments on the dress. Big thank you to Laura and the team for sorting this out as quickly and hassle-free as they did; top-notch customer service!

Ordered a bunch of clothes from this site on a Monday afternoon for a trip I was going on the following Monday. I opted for the UK "Express" delivery which supposedly takes 2-3 business days. I assumed the company had a warehouse/stockist in the UK as I didn't think it was possible to ship from the States that quickly. The shipping came to £16.95 or something silly but easily forgivable considering how little my actual order cost because of the sales. They sent me a confirmation e-mail stating I'd receive another e-mail shortly to confirm my order had been shipped. It had got to Wednesday and I had still hadn't received the confirmation of shipping e-mail, so I tweeted@ them to which I got no reply. Sent another tweet - a few hours later they followed and DM'ed me asking for my order number so they could look into it. Sent it to them and they replied a few hours later to say their customer service department would be e-mailing me shortly. I received an e-mail a few minutes later saying orders take a few business days to process before they ship and my order would be shipped shortly. Now, I'm no expert when it comes to online clothes shopping but I do know that most if not all e-boutiques don't require days for their orders to process before shipping, especially considering I'd ordered from another 2 e-boutiques the same day as I'd ordered from NastyGal and I'd received my confirmation of shipping e-mail a few hours later and received my order the next day or the day after that. I also assumed the "2-3 business days" delivery meant my order would reach me within 2-3 days of me placing it - it says nothing on the website about the company needing a few days to process the order before shipping out. Not off to a good start but I still had 5 or so days before I'd have to leave so I waited for my shipping e-mail with baited breath. My friend who ordered from NastyGal using the standard 4-7 day shipping method the same day as I'd ordered mine received an e-mail the day I'd been e-mailed by customer service to say her order had been shipped. Meanwhile I had still received NOTHING; I checked my junk mail and everything in case it'd been sent to a different folder. I replied to the e-mail the following day to ask if my order had been shipped to which I have still received no reply. I then get a call from my dad (I get all of my mail sent to my dads because I work shifts so I'm not always in to get my own mail) to say a parcel had been delivered from the states and the postman said he'd have to pay an extra £12.45 for customs. Nothing was stated on the NastyGal website about an extra charge for customs. I assumed that if my order was to be shipping from the States that the horrendous £16.95 delivery charge would include all charges incurred. My dad didn't have the cash on him there and then to pay for it so the postman said he would reattempt to deliver the parcel... on Monday. When I have to leave extremely early for my trip. UPS left no information about the parcel or the depot it would be at so it's not as if I can go and collect it. I have also still not received a confirmation of shipping e-mail from NastyGal so I have no tracking number whatsoever so it's not as if I can call UPS and ask them to find out which depot it's at. I just hope the clothes are worth it if and when I finally receive them. Regardless, I won't be ordering from NastyGal ever again. I will be making a formal complaint and I just hope they will at least reimburse me in some shape or form; ideally by reimbursing me the £16.95 charge for delivery!