Ordered some shoes from prettylittlething with next day delivery but they didn't arrive. I messaged them with no response so went to their online customer service chat and asked for a refund as they hadn't arrived 10 days later. They acknowledge I haven't received the shoes but won't refund my £54 until they have had information back from Hermes about the status even though they have the tracking info saying they haven't been delivered. They said they would let me know in due course. Look on PLT facebook and lots of posts of other customers in this situation and complaining about same issue and terrible customer service. I think trading standards should be looking closely at PrettyLittleThing Share