PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,350 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

Questions

Metrics

2.6

Based on 2,350 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

“Customer service representatives have been rude and unprofessional towards me. I am still waiting on an order of items from early July. Customer service will not start a claim with the mail carrier because I haven't waited long enough. It's been nearly 2 months, not to mention I paid for expedited shipping. Definitely will not be shopping here again.”

Helpful Report

Posted 5 years ago

Hey Mel, Sorry to hear you've not received your order. We do need to allow a certain amount of time for the courier to look into a delay with a certain and see if they can't complete delivery. I've looked into your order and can see the refund was processed back to card on July 28th, so will be back in the account by now. Thanks Usman

Posted 5 years ago

“I placed a huge order and paid for expedited shipping. It took 3 weeks to get to me (in the US) Despite it saying it would arrive the same week. When I got the items the quality looked like something you'd get from Shein. Loose threads, thin material and the sizing was so off. I contacted customer service who was very unapologetic and rude. They made it sound like it was my fault the items were damaged and the sizing was incorrect. I will never shop here again! I do highly recommend Princess Polly and Missguided for some other alternatives, I love shopping with them!”

Helpful Report

Posted 5 years ago

Hey Emily, I'm sorry to hear about your experience with us and it wasn't up to our expectations. I've not been able to locate your order with the details provided, so I couldn't look into why the order was so late. If you still haven't returned the items, please let me know your order number and I'll be happy to get this sorted for you. Thanks Usman

Posted 5 years ago

“Worse costumer service”

Helpful Report

Posted 5 years ago

Hey, I'm sorry to hear you feel this way. I've not been able to locate your order with the details provided, however, I'm sure our customer service team will be able to help. You can reach out to them through either our social media pages if you want to try and reach out to them again. If not, let me know how I can help and I'll look into this for you. Thanks Usman

Posted 5 years ago

“Placed an order on this site 10 days in advance to needing the items and got an email 7 days later saying they received my return. I never received this order. I contacted customer support and they said there had been an issue with delivery and said they would refund me. I got no apology no offer to re-send nothing even though it was there fault not mind. Now I have no outfit for my occasion. Used to love this site but it's gone downhill majorly recently as this hasn't been my first issue with them!”

Helpful Report

Posted 5 years ago

Hey Aisling, Sorry to hear your order wasn't delivered and returned to us instead. It looks like there was an error between our warehouse and the couriers, so the order was returned to us. As the order has been refunded, we're not able to send out the parcel again, however, you can take advantage of our current 40% off, to get the latest looks cheaper. Thanks Usman

Posted 5 years ago

“I ordered a huge order on the 2nd of July which was expected to be received on the 20th of July. It is now the 16th of August and i still haven’t received my order, no tracking updates, excuses that the “system doesn’t show anything”. i’ve been told to wait and now i’m not impatient, i’m just disappointed and disgusted with my first and last overall pretty little thing experience. When i track my order what it says is that the order is CLOSED BY SYSTEM NO DELIVERY CONFIRMED ??? so what is that supposed to me. so disappointed.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you've not received your order yet. I've looked into this for you and the local customs authourity for the country that the order is being shipped to have confirmed known delays in orders getting cleared. You're able to reach out to your local customs office or post office to confirm this. As the delay is a known delay confirmed by the local authourity, we will need to allow longer for the order to be delivered. Please quote the tracking normal when you reach out to them and they'll be able to provide more information. Thanks Usman

Posted 5 years ago

“My parcel was SQUEEZED so hard through my letterbox the sunglasses broke Delivery driver didn’t bother ringing on doorbell. Second time this has happened Will not be ordering again”

Helpful Report

Posted 5 years ago

Hey Fatimah, Thanks for letting us know about this and I'm sorry to hear this happened. I've raised this with the courier company, so they can speak to the driver and make sure this doesn't happen in the future. Please could you reach out to our customer service team with a clear picture of the sunglasses and we'll get this sorted for you. Thanks Usman

Posted 5 years ago

“I did not receive my order and there is no way to contact them as when I am trying to use tracking number it.loads an error!!! I am very disappointed and still waiting for my order and can't ask for a refund!!!”

Helpful Report

Posted 5 years ago

Hey, Thanks for reaching out to let us know you've not been able to get in touch with us. I'm sorry to hear about this. I've looked into this for you and can see you've been in touch with our customer service team via our online live chat. You can also reach out via our social media help pages on Twitter, Insta and Whatsapp. Thanks Usman

Posted 5 years ago

“Should be zero, I ordered a mask with next day delivery but it took 5 days to arrive and when the mask came it was such a bad quality and I am unable to use it.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you've not had the best experience with us. I've raised this with our logistics and quality control teams. I'll make sure it's investigated why the order was so late and action is taken to reduce the chances of this happening in the future. Our quality control team will run further tests on the mask to make sure all the stock is up to standard and pass on any feedback to our supplier. Thanks Usman

Posted 5 years ago

“The sizing of the clothes not true to size. Clothes that should have lining don't and are see through. I'm an 18-20AU and purchased from 18-22 for some items to be bigger on purpose and even with the variance of sizes still didn't fit. Sending it all back and will not be purchasing again not reliable enough. Only thing that was good was the shipping time frame. Very disappointing! Has cost me in shipping and time and don't have anything cute to wear!”

Helpful Report

Posted 5 years ago

Hey Mary, Sorry to hear the sizing was on point. Sizing can vary depending on the style and fitting of the item but we do try to stick to our size guide as much as possible. I've raised this with our quality control and buying teams, so they can speak to our suppliers of these items and make sure they stick to our size guide in the future. Thanks Usman

Posted 5 years ago

“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 5 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 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

PrettyLittleThing.com is rated 2.6 based on 2,350 reviews