Update (March 7, 2017, 6:30 p.m. EST): When Nasty Gal announced its 70 percent off everything sale, fans of the eccentric brand flooded the site to score some major finds. A couple of days later, they headed to the retailer’s Instagram, expressing several frustration about their unfulfilled orders. Some even accused Nasty Gal of stealing their money.
The company finally responded back to its customers via social media and e-mail, apologizing for its errors while assuring everyone it’s working to resolve the issue. “We know you guys have been frustrated,” Nasty Gal said in an e-mail, “but we wanted to let you know that we are taking care of you.” The retailer told its customers that their orders will be sent between March 10 and March 24. According to an e-mail, it’s also offering a $20 off discount on customers’ next purchase if ordered before the end of April.
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We’ve reached out to Nasty Gal for a comment. Check back for updates.
Originally published on February 23, 2017:
OK, so this isn’t good. Nasty Gal has a mob of very, very angry consumers on its hands, and they’re drumming up a lot of noise by making themselves heard through their preferred social media outlet: the comments section on Instagram.
For National Margarita Day and Woman Crush Wednesday, the e-commerce site ‘grammed a photo of 88-year-old personality Baddie Winkle lounging poolside in a one-piece emblazoned with the word “dimepiece” (translation: a sexy woman, a perfect 10, etc). And within 24 hours, the image racked up nearly 300 comments from users recounting their upsets and frustrations—not about Baddie, but about bad experiences with their orders, ranging from an unresponsive customer service to accidental charges to lost packages.
“You guys won’t answer emails, tweets anything—you gonna refund people for charging them for out of stock items?” one commenter wrote. Another commenter advised, “Do not shop from them right now. I ordered last week and still haven’t gotten an update on my order yet they took my money and I keep emailing them and they won’t answer,”
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Of course, it’s not all bad—there was one success story: “I have ordered several times for the past few days and two of my orders have been shipped,” one commenter recounted. “They have a chat line on the website. I was able to get a hold of customer service through there and within couple minutes they reply back to me. When I click to complete my order it did not take the 70% off and they were able to fix it. Just be patient. There is really high volumes of calls and they are trying there best to get back to everyone and on top they are low staff.”
The user is talking about Nasty Gal’s blowout of a sale, where everything is 70 percent off sitewide. That’s an impressive discount; ergo, there must be a lot of orders. And on top of that, the beloved e-commerce brand (and trove of vintage finds) is going through some major restructuring in the wake of a series of unfortunate events: the filing for bankruptcy at the tail end of 2016, the resignation of OG #girlboss Sophia Amoruso from her post as executive chairwoman, the shuttering of its two brick-and-mortar stores, and a round of layoffs at the beginning of the month.
So our advice to Nasty Gal customers? In the words of the aforementioned user, “Just be patient.”
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