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 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 4 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 4 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 4 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 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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 4 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 4 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 4 years ago

“I purchased a denim jacket and paid for next day delivery and it had a strong smell of mothballs, hence I could not wear it on the night. I’ve obviously washed it since as I like the jacket however; when I raised this issue to customer service in the hopes of a credit on my account or discount code, the lady told me that as I’d already solved the issue myself, my complaint was invalid. This was regardless of me explaining that other than the smell, the jacket was in a good condition, so of course the sensible thing to do would be to wash it. I often have quality issues with PLT and before this occasion, stopped shopping there for over a year, which I can definitely see myself doing again.”

Helpful Report

Posted 4 years ago

Hi Mariah, Really sorry to hear that your item arrived in this condition, I appreciate how you feel and I would love to help. So what I have done for you Mariah is process a full refund for the jacket and the £22.50 will hit your bank account no later than the 17th of September. I hope you have a great day and take care. Thanks Jordan

Posted 4 years ago

“I used to like shopping with this company but from now on I will not be using the. You pay for next day delivery and 3 days later still no delivery! You contact customer services and just get lied to and told to wait another 24hrs. This has happened on more than one occasion! Absolutely rubbish customer service!!! Would not recommend this company!!!”

Helpful Report

Posted 4 years ago

Hey, I'm sorry to hear your order was delivered late and our customer service team didn't get this sorted for you. I've looked into the reason your order was delivered late and can see it was delayed at the depot. We're always working with our courier partners to ensure orders are delivered on time and when this doesn't happen, investigate the cause and put actions in place to reduce the chances of this happening in the future. Thanks Usman

Posted 4 years ago

“Terrible quality - dress with no seams. See though material in shorts and jumpsuit. Customer service advised me to 'dispose' (not very environmentally friendly) or 'return'. Can't return as I live outside the UK and it would cost too much. Beware of fast fashion. Garments are not of merchantable quality or for for purpose. I'll will make them into rags for cleaning and try to avoid them ending up in landfill.”

Helpful Report

Posted 4 years ago

Hey Sinead, Thanks for letting us know and I'm sorry to hear about your experience. I've raised this with our customer service team, so they can look into the wording better, as I appreciate what you're saying. You're able to donate the items to charity if you prefer but I like your idea of recycling at home to help the environment. I have also passed on your feedback to our quality control team, so they can look into this and pass on feedback to our suppliers and buying team, to improve the quality on the future. Thanks Usman

Posted 4 years ago

“Ordered something via express post and the date stated my package would arrive ON or BEFORE the 6th of AUGUST. Not even an email stating late arrival until the 12th of Aug and then the package didn't arrive until the 18th of August. Bit disappointing with the lack of communication.”

Helpful Report

Posted 4 years ago

Hey Stevie, Thanks for letting us know about this and I'm really sorry your order was delivered so late. I've refunded the delivery fee back to card and the invoice will be updated within 48 hours. I've looked into this for you and due to strict entry requirements, the order was delayed getting into the country and then passing through customs, which caused the delay on this occasion. Due to the ongoing conditions, around the world, we're not able to always get in touch if there's been a delay in the shipment, however, all our orders are fully tracked. Where possible, we get in touch with as many customers to let them know about delays once we're notified by our couriers. Thanks Usman

Posted 4 years ago

“My leather trousers stank of fish so badly. I opened the package and the Odour stank out the whole house. I ended up throwing the pants away. I am usually a loyal PLT customer but it looks like I won’t shop here again.”

Helpful Report

Posted 4 years ago

Hey Maisie, Sorry to hear the pants arrived in this occasion. Please return them back to us and our warehouse will teams will be able to investigate this with the supplier and take action to reduce the chances of this happening in the future. They'll also be able to process a refund for the pants once they've been logged back. Thanks Usman

Posted 4 years ago

“I got these leather pants. They stank of fish as soon as I opened the package. I ended up throwing them away as they stank out my whole house. I’m normally a loyal PLT customer but not anymore. The fish Oder was so strong.”

Helpful Report

Posted 4 years ago

“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 4 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 4 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 4 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 4 years ago

“Worse costumer service”

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

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