Name: PrettyLittleThing.com
Rating: 2.59

“Will never order from here again. Ordered xmas presents for my daughter in her usual size and it’s all too small. Got in touch with them and I have to send it back, wait 28 days for a refund and then have to pay for delivery again.”

Helpful Report

Posted 3 years ago

Hi, Really sorry to hear about your recent experience with us. I have passed your feedback onto the relevant team so we can continue to improve our services. Thanks, Jordan

Posted 3 years ago

“It's nice that they're doing competitions for others to win and I'm happy for those who have won. However, they are really racist! They have a £1K competition this black friday and they haven't chosen any asian winners!! Only black and white! I am Indian myself and I haven't seen them choose any Indian winners for the past 3 days!! I have entered the competition over 100 times this weekend so they must've seen my tweet at least once (or other asian's tweets) however they are racist and don't want to choose them. It makes me feel like I want to change the colour of my skin just for them to notice me!!!! Also I couldn't get anything in the”

Helpful Report

Posted 3 years ago

“It's nice that they're doing competitions for others to win and I'm happy for those who have won. However, they are really racist! They have a £1K competition this black friday and they haven't chosen any asian winners!! Only black and white! I am Indian myself and I haven't seen them choose any Indian winners for the past 3 days!! I have entered the competition over 100 times this weekend so they must've seen my tweet at least once (or other asian's tweets) however they are racist and don't want to choose them. It makes me feel like I want to change the colour of my skin just for them to notice me!!!! Also I couldn't get anything in the”

Helpful Report

Posted 3 years ago

“The 4 to 6 days delivery time they claim on their website is so wrong. I am very disappointed, I ordered on their website for that specific reason as I needed the clothes for an event. Now I still have to wait another FULL week. If I knew this before I wouldn’t have ordered with them and it is very misleading. Fashion Nova is way more serious as they’re not lying about the delivery time. Will go back to ordering there and forget about PLT. Really bad experience and seeing the reviews they actually never respect the delivery time they’re claiming. This is so disrespectful to the people who trust you enough and buy from your website. Now let’s hope the shipment is delivered before next year and let’s hope the clothes are AT LEAST in good conditions. Again, don’t order there.”

Helpful Report

Posted 3 years ago

Hi, Sorry to hear you have not received your parcel yet, I've taken a look into this for you and have dropped you a private message with all the details. - Alex

Posted 3 years ago

“I had ordered for this company plenty of times in the past, but I NEVER will in the future. I had placed an order and their website automatically loaded my incorrect address for both billing and shipping. Even though the billing address was incorrect I was still charged and the packaged seemed to be on its way. Immediately after I noticed this issue I contacted the company and they claimed it was now in the hands of the shipping company, but it took the shipping company over two weeks to receive the package from overseas. I was finally able to reroute the package back to PLT and after another few weeks I contacted them requesting a refund again. The sent me no more than two email responses a day, beating around the bush, asking for the same information they had already gotten from me. I still have yet to make any progress and the only response I have really receive is “I would love to get this sorted for you.” Save you’re money and shop somewhere else. There’s plenty of other companies that make better quality, inexpensive clothing. PLT needs a customer service phone number, and they need to advocate for their customers if they would like to keep them, but maybe they feel it’s in their better interest to wrongly charge people’s accounts and scam them rather than making customers want to come by back by making shopping on their website and dealing with their reps a bearable experience.”

Helpful Report

Posted 3 years ago

Hi, Sorry to hear that your address was incorrect at checkout, I can see that this parcel was returned back to us via the courier and a refund has now been issued on the items, I'll drop you a private message with details on your refund. I would recommend logging into your account and amending your address then saving any changes to stop anything like this happening on a future order. - Alex

Posted 3 years ago

“I ordered some thungs yesterday for today that cost me up to 140£ and i also paid for next day delivery which I haven’t received yet! It’s almost 5 pm which is past the due time. What if the courier made a mistake and delivered it to the wrong address? I won’t get a refund at all? Absolutely ridiculous! Get back to me ASAP.”

Helpful Report

Posted 3 years ago

Hi sorry to hear you had not received your order and I would love to help. I can see your order is showing as delivered on the 22nd of November. If you still need our help, please email us at customer.services@prettylittlething.com Thank you - Melody

Posted 3 years ago

“I can not believe the rudeness of the customer service at PLT I have received, I placed my first order waited over a week for delivery, I stayed in all day on the day it was meant to be delivered then that evening received a Refund that will take 11 days to go in my account and my order cancelled with no explanation, just a your order has been cancelled and is not being delivered Beware they take your money hold it for 3 weeks.”

Helpful Report

Posted 3 years ago

Hi Fran, I am sorry to hear this has happened and we would love to help. Would you be able to send an email to customer.services@prettylittlething.com with your order number, full name, and address so we can get this resolved for you? Thank you. - Melody

Posted 3 years ago

“Absolutely hilarious- ordered an ‘oversized’ hoodie in size 16... barely fitted my size 12 daughter. Sizes are so misleading - I will not use this site again!”

Helpful Report

Posted 3 years ago

Hey Lisa, So sorry to hear that the sizing of the hoodie was way off. I'll get our quality control team to check the stock of these and I've sent you an email to get this resolved. Speak soon. Chris

Posted 3 years ago

“Very frustrated. Ordered 10th of October. The tracking link says it is in Maputo since 23rd of October, waiting for me to pay extra fees. I have no clue where in Maputo. Asked for help online, nothing. Asked for help on whatsapp and some Heather told me to follow the tracking link. Did that, got to Royal Mail. Called the number and spent 30 minutes pressing 1 or 2, until there where no more satisfying options and had to hang up. Wrote them an email and they will answer in 2 weeks :) Called the local airport, nothing. Called FedEx, nothing. FedEx gave me the name of other logistics companies for me to call and find out if they have it. Really??? Did I pay Royal Mail 260pounds? Did I enter Royal Mail's website to choose items and chose them to deliver to me? So now I have paid full for 28 items, have no clue where they are, and no one will help me. I honestly cant believe this is happening. So we see MOLLY-MAE as your model and get excited to buy from you, and then............. WORST COSTUMER SERVICE EVER! You could at least have a list of the companies Royal Mail works in every country! So that you show that you care for your costumers to received what they expect. So WHERE ARE MY ITEMS? WHO IS GONNA REPAY ME FOR THEM? YOU or ROYAL MAIL. Extremely frustrated!!! 28 items are no joke. Very unprofessional from your part.”

Helpful Report

Posted 3 years ago

Hi Cladia, So sorry to hear about the delays with the delivery of your order. If we use Royal Mail for a delivery they will send the parcel to the national postal service that operates in the country for delivery. They will usually provide a link on their website to track with the final mile courier once it has been handed over. I've checked the tracking information for the order and can see that this was delivered on November 18th. If there's anything you need to contact us about, just send an email to customer.services@prettylittlething.com and we'll get right on it. Thanks, Chris PLT Resolution Team

Posted 3 years ago

“Awful paid for next day delivery the day before yesterday still waiting on it and there is no way of contacting them that is dodgy too”

Helpful Report

Posted 3 years ago

Hey Natasha, I'm so sorry about the delay with the delivery of your order, we sent this over to the wrong delivery depot by mistake so it took a few days to get it back to the correct one. I can see that this has now been delivered and our customer service team have been in touch. If you need to get in touch, just email us at customer.services@prettylittlething.com. Thanks, Chris PLT Resolution Team

Posted 3 years ago

“don't even bother ordering honestly save yourself the hassle, placed multiple orders of the same items months in advance of when i needed them and none of them have shown up despite paying for express. assistant assured me that they would definitely arrive before the date if i paid for express upon my wariness of ordering again after the first didnt show. low and behold the dates been and gone and none of the multiple orders of the same item i've made have shown up. Plt have blamed the courier multiple times and upon contacting the courier turns out plt didnt even give them a package to deliver. i shouldve cut my losses and learnt the first time when the package didn't show instead of giving them more money.”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry about the delays and loss of your first order. I've reported what has happened to help make sure that losses and delays are kept to an absolute minimum. We refunded your first order on November 6th, this should be showing back in your account by now. I can see that your second order was delivered a couple of days ago. Considering that this is later than expected, I've issued a refund of the $19.99 delivery charge. This will show back in your account no later than next Thursday. Drop us a line if there's anything else you need and we'll get right on it. Thanks, Chris PLT Resolution Team

Posted 3 years ago

“Very frustrated with my order, ordered a coat that was full in stock every size and it didn’t turn up with the other stuff i ordered only to see they said it was ‘out of stock’ thankfully refunded, went back on the app and was once again in stock all sizes so went to re order in the same size with my next day delivery and still hasn’t turned up 5 days later! Friend ordered off my app few days ago and it came the day after ASAP, so disappointed as i never had a bad word against this brand but becoming very unreliable now, very annoyed.”

Helpful Report

Posted 3 years ago

Hi Kitt, Really sorry to hear that you've still not managed to get the coat. I've not been able to find your order with the information given, please could you email us at customer.services@prettylittlething.com with the order details so that we can look into this? Looking forward to hearing from you. Chris PLT Resolution Team

Posted 3 years ago

“Disgusting customer services. Still waiting refund since October..all good reviews left are by there own staff .avoid not worth the headache..”

Helpful Report

Posted 3 years ago

Hey Jackie, I'm sorry to hear your unhappy with the service you have received. I can see you have a couple of orders from October, please could you reply to the private message with your order no and I'll be able to look into this for you. Thanks, Em

Posted 3 years ago

“Bought some trousers that were taller than me (I’m 5’1) and they had holes in them. Disappointed.”

Helpful Report

Posted 3 years ago

So sorry to hear this. I'm not 100% sure which order the trousers were on from your review, but can get this sorted ASAP if you send an email to us at customer.services@prettylittlething.com with your order number, name & size of the faulty trousers and attach an image of them to it. Hope to hear from you soon. Chris

Posted 3 years ago

“always fits and great quality!”

Helpful Report

Posted 3 years ago

Thanks for your positive feedback Tyler, it's much appreciated! Come hit us up any time. Chris

Posted 3 years ago

“Love Pretty little thing great price fast delivery and good quality”

Helpful Report

Posted 3 years ago

Glad to hear that you're happy Tracey, come check out our new in again soon. Chris

Posted 3 years ago

“Very poor quality products, poor fitting and cheap fabric. Some products are even over priced for a good product but the clothes are awful! Wish I could add the photos I have of the order I received. Its shocking. Dont waste your money! They dont even refund the delivery charge of £3.99 which violates the Consumer Rights Act 2015.”

Helpful Report

Posted 3 years ago

Hi there, Really sorry to hear that you're not happy with the quality of our clothes. I've checked your two most recent orders, both of these have been fully refunded. Regarding a refund of the delivery charge, we'll process this if you cancel your contract with us or if the item is faulty / incorrect. Details on this can be found in our terms and conditions at https://www.prettylittlething.com/terms under sections 5 and 9. Thanks, Chris PLT Resolution Team

Posted 3 years ago

“I spent £140 on a gift for my daughter now 10 days ago, I paid for next day delivery. Every time I speak to them to ask them to send the clothes they fob me off with waiting another 72 hours. I have been corresponding through facebook messenger. I would really avoid this company if you have a problem and want someone to help no one does!!! Their service recovery is non existant. I am really frustrated and angry. Please someone listen and send me the order that is paid for and was promised 10 days ago.”

Helpful Report

Posted 3 years ago

Hi Julia, So sorry to hear this. I've not been able to find the order from the details given, so I've sent you an email to get this sorted. Looking forward to hearing from you. Chris PLT Resolution Team

Posted 3 years ago

“WARNING Honestly the worst experience I have had with any online company. I am normally happy with PLT. The website took all details of my bank card to pay for my order, then the website refreshed to a page saying 'Oooops something went wrong with your order', I tried again to get my order to go through, three times. Still it did not work until the fourth time when it eventually went through. HOWEVER, I checked my bank and PLT has taken 150 pound FOUR Times leaving me without 450 pound. Their customer service has been appalling, nobody is willing to read my explanation and plea to get my money back. I have spent hours waiting for my banks to take my calls over the last two weeks, so not only have they taken 450 pound they have also caused a massive phone bill and offered no support of any support in order to help their customer. STILL I have no word from PLT or reassurance. Be aware when there is a 'technical fault' on their website to check your bank, because for me they took my money and are not willing to help me, I am still 150 pound times four down and I am still waiting on ANY form of clear and helpful communication (Ive tried twitter, their plt, WhatsApp, their facebook messenger, instagram and complaints) . I have never had a problem like this with any other brands such as boo hoo, misguided, in the style, nasty gal.”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry it's taken this long to find those extra payments that were made to us. We refunded these extra payments that were made on October 28th, they should all be showing back in your account by now. I've also gone through our conversation history with you so in order to get training booked in where it's needed. Thanks, Chris PLT Resolution Team

Posted 3 years ago

“WARNING Honestly the worst experience I have had with any online company. I am normally happy with PLT. The website took all details of my bank card to pay for my order, then the website refreshed to a page saying 'Oooops something went wrong with your order', I tried again to get my order to go through, three times. Still it did not work until the fourth time when it eventually went through. HOWEVER, I checked my bank and PLT has taken 150 pound FOUR Times leaving me without 450 pound. Their customer service has been appalling, nobody is willing to read my explanation and plea to get my money back. I have spent hours waiting for my banks to take my calls over the last two weeks, so not only have they taken 450 pound they have also caused a massive phone bill and offered no support of any support in order to help their customer. STILL I have no word from PLT or reassurance. Be aware when there is a 'technical fault' on their website to check your bank, because for me they took my money and are not willing to help me, I am still 150 pound times four down and I am still waiting on ANY form of clear and helpful communication (Ive tried twitter, their plt, WhatsApp, their facebook messenger, instagram and complaints) . I have never had a problem like this with any other brands such as boo hoo, misguided, in the style, nasty gal.”

Helpful Report

Posted 3 years ago


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

PrettyLittleThing.com Reviews