I love having access to so many clothes without having to own them. For me, it’s better than rent the runway because Nuuly carries more casual clothing that fits my lifestyle. I’ve been using the service for 3 years now, which says something. I’ve also had my fair share of hiccups over the years which I’ll share below, but they do have an extremely responsive CS team which helps a lot.
There are a lot of things that haven’t gone right over the years, but not annoying enough for me to cancel bc I do genuinely love the service.
First, their fabric shipping boxes suck. I’m sure they were innovative and cool but the shipping labels don’t adhere to them so as you can imagine, that causes lots of issues. One time I received a Box of literal cardboard boxes bc my Nuuly label fell off and somehow attached itself to another shipment. This has happened two times. A different time, my order just got lost in the warehouse and I had to pick a whole new order (and a lot of what I had picked was no longer available). Most recently, they had an XS tag on an XL garment and included it in my shipment erroneously.
All of these mishaps have been met with kind customer service and some sort of a refund or offering to make it right. But the problems keep happening. I think operationally they’re still not quite there, but the clothes make the headache worth it