Nick M.

In late February Nasty Gal launched a 70% off that attracted 1000's of buyers. Quietly and without warning to loyal customers, on February 28th they deleted ALL user accounts and orders from their system. That meant, nobody could sign into their account to see order history and status. Nasty Gal's website was updated to the point where it was a completely new with different stock and different policies. The customer service now stopped offering phone support and live chat. When I sent an email on February 28th asking why I couldn't sign in, I received a reply saying they're now under new management but will continue to be the same brand. They also stated in their reply that in a maximum of 48 hours all accounts would be restored. That sounded good, but I've come to realize that was only the first on their list of lies. After I waited 48 hours, I found out that no accounts were restored yet. Their second lie was saying to wait another 48-72 hours and that then the accounts would be restored. To this day, no accounts have been restored. At this point Nasty Gal starts addressing the issue on their facebook, instagram and twitter accounts. They make posts on social media and send emails stating that ALL ORDERS with an order number from before February 28th would be shipped and honored. They cancelled 4 out of 5 of my orders. That was their third lie! Most orders are being cancelled and not actually honored. The worst part is that in late February before the "takeover" Nasty Gal sent their customers emails encouraging them to buy during the 70% off sale. They actually sent emails saying "once it's gone it's gone" but that if you "checkout successfully while it's in stock it will be shipped"! It's quite obvious to me that they took too many orders before the takeover and didn't have the intention of fulfilling them all. This feels like a scam and based on the founders history, I'm quite nervous many people will lose their money. For the past week, the new Nasty Gal has been flooded with questions about missing orders and charges to credit cards. They have publicly replied to most people on social media asking them to private message their order numbers so they can help. Once customers send their order numbers in a private message, the same generic response is offered. They tell you they still can't look into order numbers from before February 28th and to either wait or contact your bank for a refund... Most people who paid with credit cards have already been charged for missing or cancelled orders. Collectively most people just wanted their orders despite the delays. When I asked about the reason 4 out of 5 of my orders were cancelled they told me it was a rare occurrence if something was out of stock... How is 4 out of 5 cancellations a rare occurrence and how does that coincide with the statement that "ALL ORDERS WITH AN ORDER NUMBER" from before the February 28th will be shipped before March 21st (now they say March 24th and I can't keep up with the lies)? Initially I thought it's not new managements fault for what's going on. That maybe they bought the company and were scammed by the original Nasty Gal too! I'm sure this wasn't expected when they bought the brand. My issue is that Boohoo (the new management) is turning their backs on loyal customers and telling them to contact their credit card companies or banks for help! Instead Boohoo should be joining and supporting us in going after the original Nasty Gal brand for orders/products before washing their hands of the situation. They should be transparent that they've been screwed over also. If they bought this company thinking it came with a loyal fanbase, the brand is already near ruined in less than a month. They're losing all the old and loyal customers who made the company what it was and scaring off any new interest. If the new Nasty Gal cares about this situation and the years of brand loyalty at stake, they can start by adding a phone number to contact. The next step would be for BooHoo to negotiate with the old Nasty Gal to provide a solution so that every single cancelled/missing is sent. If that requires the "old" Nasty Gal to negotiate with their manufactures to produce our orders, Boohoo will be able to rebuild the poisonous reputation they've possibly unfairly received. If neither company cares enough, then BooHoo should at least help in compile a list of any information that would help with a possible class action lawsuit. For most of us, this has been an awful situation and my heart goes out to all of you still out of your money. Together we can form a class action lawsuit to ensure this type of thing can't happen online. There has to be a standard and rules to follow and clearly Nasty Gal things they're above both.