Review Time
I had purchased two tiems, after over a week with no correspondence to say it had been shipped or anythng I reached out to customer service, they then replied 3 days later saying sorry, my order had not progressed???What does that even mean! then refunded it, which isnt what I wanted! So I jumped back on and bought the items again, only for them to refund the order 2 days later saying it may be an issue with payment. It wasnt, their inventory is simply out. The money was taken from my account then refunded back in twice!! What a joke!! I wonder what would of happened if I didn't reach out, no stock to fill my order but happy to take my money and not inform me.
I had purchased two tiems, after over a week with no correspondence to say it had been shipped or anythng I reached out to customer service, they then replied 3 days later saying sorry, my order had not progressed???What does that even mean! then refunded it, which isnt what I wanted! So I jumped back on and bought the items again, only for them to refund the order 2 days later saying it may be an issue with payment. It wasnt, their inventory is simply out. The money was taken from my account then refunded back in twice!! What a joke!! I wonder what would of happened if I didn't reach out, no stock to fill my order but happy to take my money and not inform me.
This company should be investigated by the ACCC for their return policy.They advertise a 30-day return policy for all items. What they don't tell you is that when you go to return your item, not only do you have to pay for the return label - which is an uncommon annoyance, but understandable and still within reason - but that you have to pay for your return postage upfront and they do not take it off your item.For example, if you buy something for $80 and the return label is $10, they don't just take the $10 off your refund and give you a $70 refund. Instead, they make you pay upfront for the return label and then do not refund you until almost two months later. Presumably it takes two months because after the item arrives in their warehouse, they spend three weeks meticulously inspecting it, then print out your refund and put it on the end of a factory-length support queue conveyor belt that zips along at 5 cm an hour.It's almost like the company is going out of their way to create the most difficult, expensive, frustrating, and protracted refund policy possible.Don't get me started on their website when you go for a refund. I felt like I was being teleported to the 1990s. Tiny text zoomed out on a massive screen, almost no formatting or styling, extremely hard to read.Seriously, this company says they have a generous 30-day return policy, but they are doing everything possible via dark patterns, upfront payments, and just generally taking the mickey to try and stop you from refunding your item.I highly recommend not buying from this store.
I ordered a medium size dress & it was SO huge that it slipped off my shoulders! Absolute ludicrous sizing. I used the online customer service bot, then emailed and was replied to by Drew (not sure if he was even a real person either!) Drew said they would NOT return as the item was final sale. I even tried to call the Melbourne Central store, no answer! What was most disapointing was that all of the sizes were still available online for said 'final sale' this potentially indicating that all of the sizes for this model had not sold & were off! Could have been a great moment for Nude Lucy to retain a brand new customer! Instead they lost one! Sad! I will not bother with Nude Lucy in the future at all. Id rather go nude than wear this brand.
I ordered a top and bottom set + a dress from the boxing day sale. My order was shipped out in 2 parts, the dress and the top. A couple days go by and I get an email from Nude Lucy saying they had a stock issue and refunded me the pants. I asked customer service if I could refund the top too as now as a set it is useless. I was told that they ‘couldn’t do anything as it was a final sale item’. I understand their T&C’s but at the same time, the stock issue was not my fault and now I have no use for this top. I was not given any compensation, and if I wanted to buy new pants in a different size, I would have to pay for shipping AGAIN. The customer help team was super unhelpful and I will not be purchasing from them again.
I’m extremely disappointed with my recent experience with this brand. I purchased an outfit that became damaged after its first wash, something that could have been completely avoided had the store clearly communicated that it was dry clean only. The care instructions were hidden on a tiny internal label, and the fabric didn’t appear delicate or unusual in any way that would indicate special cleaning requirements.When I reached out for assistance, the company refused to offer a refund or even acknowledge that clearer communication might have prevented the issue. Many other retailers proactively flag delicate items with a special tag, or ensure customers are aware of unique care needs at the point of sale, but this brand places all responsibility on the customer instead of providing basic duty of care.The lack of accountability and unwillingness to help, or even offer the same discount I got when I purchased the item originally has left a very sour impression. Unfortunately, I won’t be shopping with this brand again, and I wouldn’t recommend it to others who expect transparency and customer support.
This was my first online purchase with Nude Lucy, and it will absolutely be my last. I will no longer shop in store either — this experience has left a bad taste in my mouth. Forget Nude Lucy, this is RUDE Lucy!To begin with, I never received the 15% first-purchase offer that was advertised. When I raised this, I was told it could be applied to a future purchase — which is irrelevant, as after how this was handled, there will be no future purchase.The main issue was an item that runs several sizes smaller than standard. I am a small-framed adult, yet a small was completely unwearable. I contacted customer service asking for one simple exchange to a medium.What should have been resolved quickly turned into an exhausting 10-email back-and-forth. I was polite, honest, and reasonable throughout. Despite this, no exchange was offered, no accountability was taken, and no genuine care was shown.Under Australian Consumer Law, products must match their description and be fit for purpose. When sizing is inaccurate, consumers are entitled to a remedy. Refusing even a basic exchange while hiding behind policy is unacceptable.The most disappointing part is that I actually like the clothes. However, I made it clear that they would never hear from me again due to the poor customer service — and that indifference said everything.Based on other similar reviews, this does not appear to be an isolated issue. Customer service matters, and Nude Lucy has lost a customer.
WARNING TO OTHER'S. PURCHASED A FULL OUTFIT set FOR MY DAUGHTER FOR CHRISTMAS. FOUR DAYS AFTER I RECIEVE AN EMAIL SAYING PART OF THE SET IS NOT AVAILABLE So they refunded it. They went ahead and sent the other part of the outfit which is no good because it was a set.... Now I have to wait to receive the items and send them back to get my refund to buy elsewhere making me miss out on Black Friday Sales. My other order has been close to 2 weeks in transit. PLEASE DO NOT BUY ONLINE from this shop if you are thinking of quick freight or a present for someone. WHY LIST THEM FORSALE if they don't have them in stock :(. They also make you email or talk chat as they will not provide a number to speak to someone. STAY AWAY... I would rather be Nude with out Lucy.
I purchased a top in late February this year in preparation for an upcoming cruise.Unfortunately, after placing it in my wardrobe, I totally forgot about it until a few days ago.Today was only the second time I had worn the item while out shopping, a couple of passers-by pointed out that there were multiple threads pulled at both the front and back of the top, resembling claw marks.I visited the Burnside SA store and, presented the transaction visible on my banking app, however I was informed by the store manager that nothing could be done as the purchase was made 'too long ago'.As I felt quite uncomfortable wearing the garment in its condition, I then went to another boutique ad purchased a replacement top.Upon returning home, I contacted customer support and, requested a call back, only to be informed that they do not have a 'phone'..After several written exchanges, I was told that the store managers decision was final.Based control this experience, I am extremely disappointed with the level of customer service provided and, WILL NOT be returning to NUDE LUCY in the future. This experience has resulted in the loss of my future business as, a result f their poor customer service.
This company is a disgrace I bought a dress from the Canberra store and they didn’t take the security tag off I live in Sydney so I sent the dress back with receipt for a refund and now no one can help me absolutely disgusting I will never purchase from this company again so now I have no dress and no money
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