PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,346 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

Questions

Metrics

2.6

Based on 2,346 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

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 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

PrettyLittleThing.com is rated 2.6 based on 2,346 reviews