PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.58

2.6 Rating 2,357 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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Metrics

2.6

Based on 2,357 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

“It still hasn’t come it was meant to come between 4-6 and it’s currently 10pm extremely disappointed seen as I paid extra for next day”

Helpful Report

Posted 6 years ago

Hi Larona, Really sorry your order hasn't reached you the next day. I'm keen to look into this further for you so please can you either drop us a message through social media or email us at customer.services@prettylittlething.com Thanks, Adam

Posted 6 years ago

“WARNING!!!! I will never buy from these people again!!! My item was not delivered so I wanted to be refunded! They have a FACELESS customer service and it is IMPOSSIBLE to get hold of them. They are quick to take your money but very slow at delivering ANY customer service! AVOID AT ALL COST !!!”

Helpful Report

Posted 6 years ago

Hey, I'm really sorry to hear your item wasn't delivered and you haven't got a refund. Please could you drop us a message through social media or email us at customer.services@prettylittlething.com with your order number so we can get this sorted for you. Thanks, Adam

Posted 6 years ago

“It’s been almost 8 weeks and still haven’t received my order.”

Helpful Report

Posted 6 years ago

Hey Kristy , Sorry to hear your order is so late and hasn't landed with you yet. I've tried to look into this for you but I wasn't able to locate your order with the details provided. Please could could reach out to our customer service team with your order number and they'll be able to look into this for you. Thanks Usman

Posted 6 years ago

“They sent the wrong jean sizes.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear the jeans weren't the correct size. As we're a UK based company, all out items labelled in UK sizes but this would be the equivalent to the size you ordered. If the jeans still don't fit, please reach out to our customer service team and they'll be able to get this sorted. Thanks Usman

Posted 6 years ago

“I continue to get a different size shipped to me. My last package my clothes were so big my dresses looked like a table cloth was wrapped around me. I love the fashion but I get nervous about what will be shipped to me. I have to now return over $200.00 worth of clothes and shoes that are too big.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear the sizing wasn't on point. Sizing can vary slightly depending on the style and fitting, however, we try to stick to our size guide as much as possible. I'll raise this with our Quality control and buying teams, so they can reach out to our suppliers and make sure they stick closer to our size guide in the future. Thanks Usman

Posted 6 years ago

“I always order clothes from PLT. Almost every time it comes LATE. I just ordered a big package about 3 weeks ago, My delivery date passed a few days ago and STILL have not received my package. I've tried reaching out but get no answers. It's very frustrating because it was supposed to come in Time for an event I have. Please be better this is really upsetting.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your orders land with you late. On the odd occasion, orders can be delayed but this should be a one off. I've raised this with our logistics team, so they can investigate this with the courier, putting measures in place to make sure the orders are delivered on time. I can see your recent order has now been delivered and I hope this was in time for your event. If there's anything we can help with, you can reach out to our customer service team via our help pages on Facebook, Twitter and Instagram. Thanks Usman

Posted 6 years ago

“I still have not received my dress. I placed the order on 8/16/20. The tracking says it’s been sitting in Jamaica NY since 8/19/20. Was supposed to be delivered by September 1st. I was planning to wear it to a wedding in September. Also your customer service is horrible and no help at all. Extremely disappointed and will never order from here again”

Helpful Report

Posted 6 years ago

Hey Ines, Sorry to hear your order landed with you late. We don't have any control over customs, as this would be down to local customs and entry requirements. We work with our courier partners to get orders delivered as fast as possible, however, on some occasions, parcels can be held for inspections. I can see the order has now been delivered. I hope you love your haul and had a great time at the wedding. If you no longer need it, you can return it back to us for a refund using our returns portal. Thanks Usman

Posted 6 years ago

“I had a metal belt delivered in a silly polythene bag, which obviously got bashed around in transport, the belt was bent out of shape and unwearable, I returned it and after more than a month I still have no refund. I ADVISE EVERYONE NEVER TO BUY FROM THIS COMPANY.”

Helpful Report

Posted 6 years ago

Hi, I'm really sorry to hear this we'd love to get this sorted for you. Please can you get in touch with our customer service team through our CS page on any of the below - Facebook WhatsApp Twitter Instagram Also, you can email us on customer.services@prettylittlething.com and we will certainly get this sorted for you. Thanks, Hakim

Posted 6 years ago

“I’ve ordered from there 3 times! (big orders) every single time I receive the clothing atleast 2 of the items smell terrible!! Like mildew! Absolutely disgusting. I’ve complained to them many many times and given so many chances... But I’m done. I would not recommend.”

Helpful Report

Posted 6 years ago

Hi there, I'm really sorry to hear of the state in which your items have arrived, this is unacceptable. Please contact our customer service team at customer.services@prettylittlething.com or on one of our social media accounts with details of the order and items that smell. We'll report this to our warehouse and quality control teams to make sure that all areas of our warehouse are clean and dry. Hope to hear from you soon. Thanks, Chris

Posted 6 years ago

“My daughter ordered a LOT of items nearly two weeks ago, for next day delviery. The delivery was not made, and the courier has confirmed in writing that they have lost the parcel. My daughter has asked PLT four times for a refund now, and each time they have asked her to wait 24 hours, 48 hours (twice), and latterly 5 days - even after she has provided them with evidence from Hermes that the parcel has been lost. Not surprisingly, each time nothing has happened and she keeps getting fobbed off. It looks like we are going to have to file a claim with the bank as PLT just don't want to refund her. This is her first order, and probably her last as so far the service has been shockingly bad.”

Helpful Report

Posted 6 years ago

Hi Gary, I'm so sorry for the delay with your refund being issued for this lost order. We issued a full refund for the order on September 17th. In cases where the tracking information shows that the courier has the parcel, we have to allow a certain amount of time before it is declared missing as quite often parcels will show up a few days later. I've informed our team leaders of what has happened here so that any of our advisors who are not certain on how long we ask to allow for a courier to locate an order can be given some extra training. Thanks, Chris

Posted 6 years ago

“Said my refund will be here on the 2nd of September and never revived it. Hard to get in contact with costumer service to actually tall to someone!”

Helpful Report

Posted 6 years ago

Hi there, Sorry to hear that you've not received your refund. We updated your Klarna account with this refund on August 25th. From there it is Klarna who issues the refund to your bank account, if you've not received it please contact them directly. Thanks, Chris

Posted 6 years ago

“Paying for next day delivery means nothing to these people. Three separate orders over a week, all paid for with the next day delivery service and not a single one has arrived the next day. What's the point? Customer service is awful and unprofessional, as for the clothing it's nearly all low quality tatt.”

Helpful Report

Posted 6 years ago

Hi there, I'm very sorry that your orders have not been arriving on time recently. I've reported this to the courier service and our warehouse so that we can take the necessary action to keep any delays in future to a bare minimum. Thanks, Chris

Posted 6 years ago

“Wow where do I start?? Well let me say I loved this company I’ve spent a lot of money with them however I had an issue placing order last night. I’ve placed an order last night and received two emails of confirmation meaning they charged me twice so I have two orders that’s the same. They have this rule that they don’t cancel or change orders right after it’s done like every other company so now I’ve reached out 6times to get an agent to cancel this order that was not my fault before it ships I spoke to Matt t he said he sent an requested to the warehouse I wrote a review and Abbie contacted me via email and told me the same thing she also told me that she will give me a 45% off coupon for my trouble (which I’ve never received) I also spoke to zain he said if the request to cancel don’t go through they will provide to me a free return label (which I have the proof for) so this morning I received a email that both the orders been shipped out I contacted agent and explained and Zakir sultan told me it’s nothing they can do because they don’t cancel orders and he also said I will have to pay to return even tho zain told me last night it would be free of charge to send back. This is a horrible company AND I WILL NEVER AGAIN ORDER FROM THEM!!!!! THEY LOST A LOYAL CUSTOMER!!!!!!!!!!”

Helpful Report

Posted 6 years ago

Hey, I'm really sorry about the experience you've had with us and I totally understand how you feel. Thanks for letting me know about this. Whilst we're not able to guarantee an order can be cancelled once it's been processed, we do try to if possible. As we process all orders to be shipped as soon as possible, our warehouse sometimes ship the item before they see our request to cancel the order. I've raised with our customer service team leaders the individual colleagues you've spoken to. I appreciate you've not had the level of service we expect to provide to all our customers, so internal action will be taken with the relevant team members to improve the service and reduce the chances of this happening in the future. I can see our customer service team finally provided the free returns code and I hope this has now been resolved for you. Thanks Usman

Posted 6 years ago

“Ordered two size 10 bikinis, I used to be 8 but recently put on a bit of weight. They arrived and they are between size 6-8. Ridiculously small.”

Helpful Report

Posted 6 years ago

Hey Ella, Sorry to hear the sizes weren't on point. I've raised this with our quality control and buying teams. They'll perform extra checks on the bikinis and pass on any feedback to our suppliers, so they can ensure they better match our size guides. Thanks Usman

Posted 6 years ago

“It takes so long for your stuff to come and sometimes they even lost your package. Some items doesn’t always look like the picture”

Helpful Report

Posted 6 years ago

Hey Keyona, Sorry to hear you've not had the best experience with us. Depending on where the order is being shipped, orders can be delayed slightly in transit or from getting cleared through customs in the receiving country. All our orders are fully tracked, so you can keep an eye on your haul as it makes it way to you. We work with our couriers and constantly monitor their service to make sure the vast majority of orders are delivered on time. Thanks Usman

Posted 6 years ago

“I ordered two oversized hoodies one size xl in grey marl for myself and black one size large for my daughter in the exact same style. The large one is huge and much bigger than the xl and too big for either of us which is strange as the xl fits me perfectly. On another occasion I was sent a black top instead of the white one I ordered, it was the right style but wrong colour. Wouldnt order from here again was very disappointing.”

Helpful Report

Posted 6 years ago

Hey Gemma, Sorry to hear our sizing wasn't on point and you received the wrong colour top. I've raised this with our quality control and buying teams. They'll run further tests on the items to make sure they stick to our size guide and pass on any feedback to our suopliers to help reduce the chances of this happening in the future. Please return these back to us and once our warehouse log the items back, a refund will be processed back to the original payment method. Thanks Usman

Posted 6 years ago

“I’ve ordered recently giving them the benefit of the doubt when the covid pandemic first hit because I had packages that were torn open/missing items. This past time I ordered, they sent the wrong sizing for the jacket I bought. I would like to say that I would order again since I love their clothing/style, but their customer service/refund process is horrible.”

Helpful Report

Posted 6 years ago

Hey, I'm sorry to hear your orders have been arriving in this condition and the items weren't the correct size. We've recently changed our courier parcel, so orders should now be delivered in better condition than before, as we take our customers feedback serious and work to improve based off it. As we're a UK based company, our items will be labelled in UK sizes but it would be the equivalent to the local size ordered. If the items still don't fit or aren't suitable, we used an online returns service the provides a fully trackable returns service for a low fee tom match sure our customers are kept up to date on their returns and refunds are processed as fast as possible. Thanks Usman

Posted 6 years ago

“Do not trust this store. I ordered 2 shoe racks from them earlier this year. They did not arrive and I have not been refunded the £40 I spent on them. They just ignore my request.”

Helpful Report

Posted 6 years ago

Hey Catherine, I'm sorry to hear you never received your shoe racks. We don't sell these and I can see from the tracking number your items originated from China. We're a UK based company, with all our items being dispatched from our UK warehouse, so I believe this may be for a different company. I wish you all the best in receiving your shoe racks and hope you give our site a go soon. Thanks Usman

Posted 6 years ago

“i ordered a size 0 jeans and they sent me a size 8??!”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you received the wrong size. I've raised this with our warehouse team, so they can check to make sure the jeans are labelled correctly and are being held in the correct location , to reduce the chances of this happening again. Please return this back to us, using the returns label on the delivery note and a refund will be processed once our warehouse log the jeans back. Thanks Usman

Posted 6 years ago

“Ordered clothes which one of the dresses were damaged and it’s not worth of returning because the shipping costs a lot to return and sizes are way too small and they are not same as the pictures cheapest quality.”

Helpful Report

Posted 6 years ago

Hey Farnaz, Sorry to hear the dress was damaged and wasn't in the condition you expected them. Please could you send a clear picture of the fault to our customer service team along with your order number through our social media help pages and we'll get this sorted for you. Thanks Usman

Posted 6 years ago

PrettyLittleThing.com is rated 2.6 based on 2,357 reviews