PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,341 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

Questions

Metrics

2.6

Based on 2,341 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 61%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered two dresses from PLT that were expected to be here last week. I’ve never had any problems with PLT orders before but, they never arrived, I know due to COVID some items may be delayed. So I wasn’t too concerned. I later received an email explaining I had returned the items, and a refund was in process. I never even received the dresses, very confused and displeased ☹️”

Helpful Report

Posted 4 years ago

Hey, Thanks for letting us know delivery wasn't attempted, I'm really sorry about this. I've looked into this for you and it looks like there was an error between our warehouse and the couriers depot, so the order was returned back to us instead. We're looking into how this happened and what we can do to reduce the chances of this happening in the future. Thanks Usman

Posted 4 years ago

“The clothing are very thin and cheap in quality and the sizing was way off.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear the sizing wasn't and quality wasn't on point. We aim to stick to our size guide as much as possible, however, it can vary depending on the style and fitting. We have more information the the size the model is wearing on the item page, under the description and on some items have catwalk videos to give a better idea of the fitting. Thanks Usman

Posted 4 years ago

“I ordered my dress from PLT almost 3 weeks ago, and it has still not arrived!! It is a week over the estimated delivery date too, so not happy as I had plans to wear it out last week 😢 I contacted customer services to say it was late but they keep saying it’s still in transit, and is delayed by 48 hrs. Well it’s a week past that and my item has still not arrived!! Not happy! 😡”

Helpful Report

Posted 4 years ago

Hey Michelle, Thanks for letting is know and I'm sorry to hear your order hasn't landed with you. I can see you've reached out to our customer service and they've refunded the postage as the order is late. I've taken a look at the tracking and the order has been delayed slightly getting cleared through customs. The courier is working is as hard as they can to get this order released and our for delivery as fast as possible. Thanks Usman

Posted 4 years ago

“The worst thing you could do as a business is using Hermes to deliver items, they lie about coming to your address and they could do this for years if you allow them, they’ll send email daily saying they attended your address when they didn’t, no card is ever left, I’ve had trouble getting my item from them in the past, I had to drive to their company weeks later after I was tired of their lies. I paid for next day delivery for this items and I need to wear it in 2 days, this is the 3rd day, I wasted my money again paying for next day delivery. I will not be ordering for PLT again as I don’t want anything to do with Hermes!!!”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you've had issues with Hermes before and your order hasn't landed with you yet. I've raised this with them, so the field manager can look into your deliveries and take any internal action to make sure the orders are delivered on time. We offer a Click and collect service, so your order will be held for collection and you can collect at a time that convenient for you. We also offer a nominated day delivery service, which usually goes out with DPD and is fully tracked if you would like the order to be sent with a different courier company. Thanks Usman

Posted 4 years ago

“The product is not bad, some look cheap and fitting is not always great, my 3rd time ordering from them and every time I order they say they’re going to send me discount for the next order I make but I never receive this discount, ever. Also I pay extra for next day delivery but I never get my orders on the next day, it comes like 4 days later, so I don’t understand why they charge you for next day delivery.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you've not received your code and your orders are late. Please could you reach out to our customer service team and they'll be able to get this looked into with the relevant teams. I can see from the tracking from your latest order, the courier attempted on 13/08/20, however, there was no one available to accept the order. They'll have the order booked out for delivery and you it'll be delivered to you soon. Thanks Usman

Posted 4 years ago

“My first purchase from pretty little thing arrive today, I ordered two jumpsuits. One being too big on the bottom and the other to have a ripped leg. Will NOT be buying from this retail again!!”

Helpful Report

Posted 4 years ago

Hey, I'm sorry to hear your jumpsuit didn't fit and arrived in this condition. Please reach out to our customer service team, via our social media help pages with your order number and a clear picture of the fault. They'll be able to get this sorted for you. Thanks Usman

Posted 4 years ago

“I absolutely love PLT, but I won’t be shopping with the brand anymore until you change from Hermes to another delivery service that’s reliable (Royal Mail, DPD, anything other than Hermes!) The amount of times that my parcel has been thrown in the bin as a “safe place”, delivered late, or not at all is a laughable. The last straw was when I ordered a pair of heels to go with an outfit for next day delivery for my boyfriends birthday and of course it did not arrive the next day so I had to pick something else from my wardrobe to wear. If customers are paying for delivery then they should get the delivery they PAID for. Again nothing about the brand I do love PLT but I’ll just be shopping with other shops which have reliable delivery services.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear your order was late and you've had some problems before with your Hermes driver. Like many other retailers, we use Hermes as our main delivery partner for the UK and the vast majority of orders are delivered on time with them. We do have a few different delivery methods which can be sent out with a different company. You can use our Click and Collect service to collect the parcel at a locations that's convenient for you. We also offer nominated day delivery option, which is generally sent out with DPD and you'll be able to select a date at the checkout. Thanks Usman

Posted 4 years ago

“I’m jean size 10 with small waist. Bought some mom jeans. The waist was so tight I couldn’t pull the jeans past my bottom. So I gave my friend the jeans to try out she is a size 6 and even she couldn’t get the jeans to pull up past her bottom. Disappointing! So her 13 year old tiny daughter tried the jeans on she’s a size 4 and she could barely get them to button. Shocking never buying from PLT ever again.”

Helpful Report

Posted 4 years ago

Hey Shan, Sorry to hear the sizing wasn't on point. I've asked our Quality control team to run some checks on the stock and pass on any feedback to our suppliers, to make sure they stick to our size guide as much as possible. Please return the jeans back to us, using the returns label on the delivery note and our warehouse will process a refund once they log the jeans back. Thanks Usman

Posted 4 years ago

“Very bad quality hence the prices and also it’s annoying that they changed the way you can return things. Now you have to go find an Internet cafe and pay to print labels why ? We already payed delivery !”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you didn't love your haul. Depending on where the order is shipped to, we have a variety of different ways to keep the returns cost as low as possible for our customers. Due to this, you would need to create a returns label through our website, at the reduced fee and it makes sure the service is fully trackable, so if there is any issues with the return, you'll definitely receive your refund. Thanks Usman

Posted 4 years ago

“Bought a pair of heigh waisted black jeans, usually I'm a size 12-14 depending where I shop. Heard PLT sizes are small so bought a size 16 just to be on the safe side. The literally covered my thighs and there wasn't any more material to go over my bum and certainly not heigh waisted! Who decides these sizes ... I'm so confused. I knew when I opened the bag they were going to be super small but wow! Shocking. The receive has removed the option to add a picture otherwise I would have loaded one.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear the sizing wasn't on point. I've raised this with our quality control team, so they run further checks on the jeans and can speak to our supplier to make sure they stick to our size. Please return the jeans back to us, using the returns label on the delivery note and a refund will be processed on our warehouse log them back. Thanks Usman

Posted 4 years ago

“WORST CUSTOMER SERVICE Order an item. It was faulty. Went to reorder it but the price had changed from £24 to £30. PLT wouldn’t honour the price for an exchange on the faulty item. Had to pay for two lots of postage so I was out of pocket. Worst fashion brand I have ever dealt with. Would not recommend”

Helpful Report

Posted 4 years ago

Hey Penny, Sorry to hear an item was faulty on your order. We're not able to amend an order or apply a discount once it's been placed, so we weren't able to change the price. If you receive any items that aren't in the best condition in the future, please let us know before you place another order and we'll be able to offer more options. Thanks Usman

Posted 4 years ago

“I used to love shopping at PLT, but I’ve been so disappointed with my last three orders. The quality of the clothes was nothing as shown in the pictures. The second time they canceled my order one month after, and the last one that was yesterday they sent me 3/4 things that I had ordered. I sent them an email and they said they would refund me, but I didn’t want a refund I wanted the dress which was my favorite one from the order. I sent another email saying that I didn’t want a refund I wanted the dress instead, but they never replied back.I even got a pair of sandals to match the dress that I never got. I will never buy anything from PLT ever again.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you're not loving PLT. I've looked into this for you and our customer service team wasn't able to send out the dress, as it was showing as out stock at the time, so they had to process a refund instead. I've passed on your feedback about the order being cancelled and items not matching the website to the relevant teams, so they can look into this and put steps in place to reduce the chances of this happening in the future. Thanks Usman

Posted 4 years ago

“So, I ordered an item for a friend's birthday on Sunday night, paid next working day delivery, was meant to arrive on Tuesday. (Her Birthday was Thursday). The order was delayed on Tuesday, so I emailed to ask for a refund of my delivery. No response. Then on Wednesday the tracking info said it was damaged, I emailed again asking if they could get a replacement out before 9am on Thursday. No response. I had to find a replacement present in the meantime. I messaged through Instagram as a final ditch attempt to contact them, as clearly emails at too difficult. All I got in return was a message to say their Instagram account doesn’t handle customer service enquires. Will I ever get a refund. Who knows? Maybe order from this company if you don’t need something in a rush?”

Helpful Report

Posted 4 years ago

Hey Ashley, Sorry to hear your order hasn't landed with you, especially as this was a birthday gift. You can reach out to our customer on any of our customer service social media pages on Twitter and Insta. You can also message through our Facebook page or our customer service Whatsapp. I can see you've been in touch with our customer service team and they've got this refunded for you. If there's anything else we can help with, please reach out . Thanks Usman

Posted 4 years ago

“I used to be a fan of PLT but things have gone way downhill. Their quality control is non-existent now and the items are so cheap and not worth the price. The sizing for each item is completely different and unpredictable so it's honestly a gamble if the item you're buying will actually fit. The pictures are misleading, and I can't even count how many times I've gotten something that is a completely different color or fit than on the website or something that is super see-through. I've bought so many things from them over the years and it's russian roulette whether you get the correct item, the item fits and looks like the pictures on the site, and if your customer service rep is nice when they make a mistake. They increase the shipping price recently and I've been paying for shipping only to have to return all or most of the items. One time, one of my packages came as just an empty box LOL. At least make shipping and returns free if you're not investing in quality control. Now that they're more popular and trendy it seems like all they care about is pumping out new trendy items and don't care about their customers or the products they're making. You can find so many reviews online about the ridiculous mistakes they're making with customer orders. I see why they don't have reviews on their website now. Just save your money, it's not worth it.”

Helpful Report

Posted 4 years ago

Hey Sarah, Sorry to hear you've not been having the best experience with us recently and the sizing was all over the place. We try to stick to our size guide as much as possible, however, it can vary depending on the style and fit of the items. Our items shouldn't be see through, so I've raised this with our teams, so they can look into this with the supplier and work with them to improve the quality. Depending on where the order is shipped, we're not always able to offer free shipping and returns. We work with our courier partners to keep the costs as low as possible. In regards to the empty box, I can see this has been flagged with our logistics team and they're working with the courier to find out how the parcel was damaged and what we can do to reduce this from happening in the future. Thanks Usman

Posted 4 years ago

“Using Cheap labour from Leicester Clothing factories! You should be ashamed!”

Helpful Report

Posted 5 years ago

“spent about 500 canadian, I can wear about 2 of the 13 things I’ve ordered. Garbage quality, I’ve washed the sweatpants ONCE and they are already app pilled. Sizing is a guess. I got everything size 10, when some of the clothes are way to big others are too small even though it’s the same size!!!!! NEVER again”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your haul and the sizing wasn't on point. We don't offer free returns from Canada, however, you can return any unsuitable items back to us for a refund, in line with our returns policy. We have a returns center in country to keep the cost as low as possible. Please return via a standard, trackable service. In regards to the sweatpants, please could you reach out to our customer service team with a clear picture of the item and they'll be able to get this sorted. Thanks Usman

Posted 5 years ago

“Horrible clothes quality and horrible customer service. Never ever wasting my money on them.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your threads weren't on point. Please return them back to us and our warehouse will process a refund once they log them back. Returns from the UK are free and trackable using our returns label or services shown on our site. Thanks Usman

Posted 5 years ago

“Horrible quality of clothes and horrible customer service....”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't have the best experience with us. Please return the items back to us and our warehouse will process a refund once they log the item back. If you're from the UK, the returns are free and fully trackable using the returns label on the delivery note. Thanks Usman

Posted 5 years ago

“My first order arrived today I'm sorry to say it will be my last, I expect to iron minimal creases out of clothing when brand new but I literally couldn't see the top for creases! It was also very big, size 14 more like 18! My other items appear nice but are see through nearly £100 wasted, I can't be bothered with the hassle of sending back especially after reading some of these reviews! Lesson learned I certainly won't be wearing the overly creased top! Obviously been worn, very disappointed.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your haul. I'll raise this with our warehouse teams, so they can look into who had contact with this item and offer further training to stop this from happening again in the future. Please return any unsuitable item back to us, using our free returns service, which is fully trackable and a refund will be processed once our warehouse log the items back for a refund. Thanks Usman

Posted 5 years ago

“if i could give no stars i would terrible staff, very rude and clothing has gone down hill. Why state next day delivery and charge people and make you wait in all day send confirmation that your order is coming from 7am in the morning but doesnt turn up. The staff on wtsapp rude and unhelpful. The staff tell lies. I asked why is my order delayed when i was sent a message it was on its way to be told its not our fault its the courier. Terrible unprofessional and rude.is this how plt treats all the you tube influencers who wear there clothes. I will not be shopping with them again. Spoilt my weekend as i ordered my clothes for a important birthday.”

Helpful Report

Posted 5 years ago

Hey Chee, Sorry to hear your order didn't land with you, especially as you wanted them for a birthday event. We're only able to go off the information the couriers provide. As the courier was booked for delivery, they send out a text to let you know the order should be out for delivery that the day. Whilst some orders can be late on occasion, the vast majority of our orders are delivered/attempted on time and whenever they aren't, we work with our courier partners to improve the service. Thanks Usman

Posted 5 years ago

PrettyLittleThing.com is rated 2.6 based on 2,341 reviews