Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used jacket from NUULY via the third party seller, **** ******. When I received the jacket it was too small and unwearable and the fabric affects my allergies. NUULY customer service is not willing to let me return the item do to their Final Sale policy. However, given that I cannot wear the jacket due to sizing and allergies an accommodation should be made. If they are unwilling to except the item as a return for a refund, I would like a gift card credit for the amount in order to purchase something I can wear. I purchased a different item from them a couple of months ago and did not have any issues with that item.

  Business Response

  Date: 11/03/2023

  Hi there,

  Thank you for reaching out and sending this over to us! As shown in the screenshot above we had responded to the customer's inquiry, but there was no mention of any allergy issues with the jacket, just the item not fitting, and since our items are final sale we are unable to process returns or exchanges due to the fit. We have our return policy shared in a few places on the product's listing on the **** ****** site (pictured in the screenshots above) and it is mentioned before check out. 

  If a quality issue is reported with the item we are absolutely happy to help and get this resolved with the customer, so if they reach back out in regards to the quality issues with the jacket we'd be happy help get this taken care of with them.

   Thank you

  Customer Answer

  Date: 11/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 1) The jacket does not fit and the sizing is off based on the original sellers, ********* ********, size chart if you review the attached size chart. It say XL is size 13-14. I'm a size 12. I expected the XL to be oversized for layering purposes but once I receved it, it was too small.   2) When I tried the jacket on I experienced an allergic reaction that included itching , redness, and irritation around the neck/collar. The initial plan was to take the jacket to alterations to possibly adjust the sizing. However, I am unable to wear the jacket due to the allergic reaction I experienced. Please assist. 

  Regards,
  
  ***********************

  Business Response

  Date: 11/08/2023

  Thank you for your reply! I apologize for the issues you experienced with this jacket. We'd be happy to help get this resolved. If you reach out to us via your Order on **** ******, you will get our direct contact and we can help get this resolved for you.

  Customer Answer

  Date: 11/29/2023

  This issue has been resolved. The seller agreed to let me return the item for a refund.

  Thank you

• Initial Complaint

  Date:06/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received my 2nd shipment of NUULY rental clothing. I returned all items and cancelled and again was billed for a dress that I didn't order or keep. I have tried reaching out to them and no one will chat, email or call me back. The company will not give you a phone number. I was billed over $87 for a dress I do not have and did not purchase for the 2nd time! I did file a previous complaint with BBB (complaint was assigned ID ********* with no response from the URBN/NUULY and the complaint was closed. I would like my money to be reimbursed as this was not ordered or kept by me in any way. I have closed the account but cannot get a response. From my understanding, there are bar codes on the labels of the clothes, they scan the clothes when they are returned and all is good. We are at the mercy of their workers to scan correctly or consumers are fraudulently charged. My desired outcome is to receive my money back for the charge and I no longer want any contact from the business whatsoever after.

  Business Response

  Date: 06/14/2023

  Hi there! 

  Thank you for alerting us of this complaint. It does look like this customer contacted us the morning of June 2, 2023, and our team responded back the same afternoon to get this resolved. Per our policy, our system automatically charges for items that are not returned within 10 days of being marked as missing from a return. Our returns team noted the Sheer Printed Maxi Dress as missing from this customer's return and an email notification alerting them of this missing item was sent out on 5/26/23. Since we had not heard back from the customer before the 10 days had passed this automatic charge was put through.

  However on 6/2/23 the customer confirmed that they had returned this style back to us, so we alerted our returns team of this and refunded the customer for this item charge. The refund should post to their account within 3-5 business days, depending on their bank's processing time once submitted, and this was refunded on 6/2/23.

  Customer Answer

  Date: 06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had joined the URBN affiliate Nuuly Clothing Rental in March, 2023. I received the first shipment, sent back with issues and the next shipment came in. Out of no where, I see in my email from last evening at about 2:04am of a purchase confirmation of a dress I rented the month previous. I never purchased this item and did not want this item (also did not write a favorable review about the item). They are sending out orders for dresses/clothing that customers are not purchasing! They charged my credit card $114 for a dress I never ordered! It is impossible to get a person to answer, all has to be done by email or chat. I cancelled my subscription and will send back all of my items but I do not want them to ship this item and want my card credited for the purchase I never made!

  Business Response

  Date: 06/07/2023

  For this Nuuly rental charge, the customer reached out to us directly as we issued a refund on 6/2/23. The refund could take 1-3 business days to appear back to the original form of payment.