Nuuly Tracking Order Status

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.

I had a terrible experience with Nuuly, I had picked out outfits specifically for a trip which was important as I work in the fashion industry. The same day they were to be delivered, I got an email from Nuuly thanking me for the swift return and the confirmation of my return, they somehow managed to ship out, then ship back my order to them in a week. Afterwards, I had to demand my refund back as all they were originally going to give was $24 off my next order. Disappointed. Only use their services if you have time for major errors and don’t need the clothing for a trip etc. after a few emails, they did kindly refund me and cancel my subscription as requested. Olivia, their rep, was kind and apologetic but it doesn’t change the fact of the inconvenience and oversight on their part.

I've been using nuuly for a year have had a few issues with my nuuly boxes (I'm definitely NOT a fan of the random substitutions policy, items I want are very often sold out, and one time they did say that I didn't return a shirt that I definitely did return) but their customer service team has always been really responsive and accommodating. They refunded me for the item I ensured them I had returned, they always offer a free bonus item on my next box when I get a random substitution, and the shipping is really quick. Overall I think they have a good product and a good team, but could use some more inventory of popular items and maybe some more quality control. I plan on continuing to use!

This is important info for people to know about the Nuuly subscription before signing up. The Nuuly subscription advertistes that you receive a month long of the rented items. That is not the case and it is extremely misleading. They actually request their returns to be on the same day they ship it to you, so even though I received my clothes on May 15th (they shipped out on May 9th), I am expected to have them returned by June 9th. That is 6 full days of paying that I am not getting to use the clothes. It should be advertised that you receive between 20-25 days worth of use not a month. When the subscription pricing is as high as it is, those 5 additional days might make a difference for someones wardrobe. It should be very clear to the user and I would proceed with caution when using this company since it is not clear to the user that they do not receive the full month allotted as advertised.

I think Nuuly is a great service for trying out new clothes via rentals, but BEWARE of purchasing anything through the site. I rented a pair of jeans that were great, and decided I wanted to keep them. They were a pricy pair of jeans and were only marked down 10% off the original purchase price to buy USED, so I assumed they must be new-ish/not worn very many times to retain such a high price point. I wore the jeans a handful of times over the next month, and then one day, they split apart completely at the seams and are unwearable now - clearly, the jeans were more worn down than the price point would lead you to believe, and I reached out to customer service about getting a replacement or exchange since they had fallen apart so soon after buying them over what was clearly a lack of quality inspection on their products that allowed them to be marked as $170 for a half worn down pair of pants. The customer service team was polite, but refused to work through any sort of solution as "all sales are final sale" - I would have received better service just buying them directly through the original retailer, who will often replace faulty products for you. Overall, fun place to try some new things cheaply, but not a business that you should purchase from, and watch out if you have to deal with their customer service team - they're not helpful.