PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,341 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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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

“Bad! Customer service! This is a what’s app conversion..”

Helpful Report

Posted 5 years ago

Hi Letty, I'm sorry to hear you feel this way. I want to get this looked into straight away but I need a little more information. I'll send you a private message, can you please reply with your order number and query and I'll be happy to help. Speak soon, Dominie

Posted 5 years ago

“The swimwear was unwearable, poorly made, sagged in the crotch. I returned both items (2 swimsuits) and more than 60 days later have still not received my refund. I have received emails from 12 different representatives each saying they will "get back to me". Customer service is terrible, product is terrible and they do not stand up to their product. Buyer BEWARE - scam business. I have still not received refund - SIXTY DAYS AND COUNTING”

Helpful Report

Posted 5 years ago

Hi Denise, I'm sorry to hear you're not happy with the quality of your items and you've been waiting over 60 days for your refund. I completely understand why you're not happy and I want to get this sorted straight away. I've tried to locate your order with the details provided but I'm unable to locate an account registered to your email. I'll send you a private message, can you please reply with your order number, email address, items returned and also your returns tracking number and I'll have this resolved. Speak soon, Dominie

Posted 5 years ago

“I ordered my dress on the 2nd of September due to arrive by 7th September. Once I contacted PLT they refunded my delivery charge however have now informed me that I will have to wait until the 18th September and hopefully it will be delivered by then but if not I have to contact them again. I need the dress for a wedding and the only thing they said I can do is buy it again and hope it comes next day delivery. I have no faith now as why would I buy the same dress again if you can't deliver it the first time? I will just need to buy another dress from elsewhere as a back up but this will be the last time I use PLT - not helping at all!”

Helpful Report

Posted 5 years ago

Hi Kathleen, I'm sorry to hear your order wasn't delivered on time, I completely understand why you're upset as the dress was your outfit for a wedding. I've had a look into your order and I can see Hermes successfully delivered on your parcel on the 10th September. We've issued a refund for your delivery charge and the monies will have cleared back into your account by the 18th September. I'll also send you a private message, if there's anything else I can help you with just hit reply. Thank you, Dominie

Posted 5 years ago

“Worst place to buy stuff, I ordered my items been 3 weeks now and still didn’t receive anything. Do waste your monte buying anything. They need to learn from fashion nova”

Helpful Report

Posted 5 years ago

Hi Kami, I'm sorry your order hasn't landed with you yet. I've had a look into your delivery and I can see the couriers attempted to deliver your parcel a couple of times but there was nobody home. USPS require a signature upon delivery for security reasons. I can see they reattempted and successfully delivered your goodies on the 12th September. I'll send you a private message as well, if there's anything else I can help you with just hit reply. Thank you, Dominie

Posted 5 years ago

“If I could leave 0 stars I would. Ordered a size 9 pair of shoes and received a size 7 after I paid for express shipping so they would be here for a specific event. Now I have to rush to go buy ANOTHER pair of shoes. They don’t pay for return shipping so their mistakes basically costs their customers money. DO NOT ORDER FROM HERE.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear you've been sent the wrong size shoes, I want to get this resolved straight away. I've taken a look and I can see you've placed your order through our US website, as we're a UK based company all our items are labelled with the UK sizes. You've ordered the Nude Strappy Point Toe Sandal in a US size 9, the equivalent to this in UK sizing is a 7. I'll add the size guide below for you: https://www.prettylittlething.us/size-guide If the shoes are still unsuitable please return them back using our online returns portal and we'll happily issue a refund for you. I'll also send you a private message, if there's anything else I can help you with please hit reply or send a message over to our customer service team through email or social media. Thank you, Dominie

Posted 5 years ago

“Unfortunately, after the recent purchase of almost 200$ I can not say I was impressed. I ordered 5 items that do not meet the standards of the photos posted on the website. The clothing looks as though it was cheaply made. The clothing is unwearable as the material is too thin and see-through. I sent an email to their team and have yet to hear from them. Their returns are an inconvenience to their buyers, we simply want our money back but they refuse to do so.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry you feel this way about the quality of your items, I'll pass on your feedback about the items over to our buying and quality control teams. They'll look into the returns once they receive them back and speak to our suppliers to make sure they are up to our standard. I'll also send you a private message, if you need anything else just hit reply. Thanks, Dominie

Posted 5 years ago

“I ordered my bathing suit May 27. It is now September 4 and I have not received it. I have gotten the run around from the company via e-mail, because the phone number is a non-working number. They said my order was returned because of an incomplete address, although they did have the correct address. I again contacted the company and they said it would be resent, again nothing happened. I finally tried a third time and then reported the charge to my credit card company. In my experience, this company is a scam.”

Helpful Report

Posted 5 years ago

Hi Meredith, I'm sorry to hear you haven't received your order and that this has been on-going since May, I want to get this resolved as soon as possible but I haven't been able to locate your account with the information provided. I'll send you a private message, can you please reply with your order number and email address? Speak soon, Dominie

Posted 5 years ago

“I used to like them for cheap stuff but lately everything is bad I had two shirts come with the Seams ripped a bikini top that split open leggings with a hole in them they asked for photos I emailed them the photos they didn’t respond ..The last time I ordered my coupon wasn’t applied for god only knows what reason I paid via klarna and was wondering why it was 69$ and not 30$ but nor thinking and eager to order I hit For processing .They are full of s*** ok you can’t cancel your order even within one hour so me realizing the mistake right after submitting was not gonna help so I emailed them and they said they cannot apply the Coupon a multi million dollar company is basically stealing from someone who Lives Pay check to Pay check at the moment unbelievable.. they offered me 30% off my next order excuse me everything is always on sale at this store what is 30% gonna do for me in this moment where I’m barely able to make ends meet right now and I’m being charged well over what I expected to pay ..They are done .”

Helpful Report

Posted 5 years ago

Hi Cyn, I'm sorry to hear you've received faulty items and the discount didn't apply to your recent order. I completely understand why you're upset and I want to get this resolved straight away. I'll send you a private message, can you please let me know the order number for the faulty items along with the product names and I'll have this sorted for you. Speak soon, Dominie

Posted 5 years ago

“the dresses were very poor fabric I wanted to return and they want your credit card number to do that I have never done this before and it makes me nervous to do so why cant I have their return address and I will send it myself. I don't like giving my credit card for things like this I would appreciate where I could send it back myself for a refund”

Helpful Report

Posted 5 years ago

Hi Ida, I'm sorry you feel this way about the quality of your items and you're having problems with your returns. I'll pass your feedback over to our buying and quality control teams. They'll look into the returns once they receive them back and speak to our suppliers to make sure they are up to our standard. I'll also send you a private message, if you need anything else just hit reply. Thanks, Dominie

Posted 5 years ago

“My order was returned to the sender because the delivery service couldn’t find my address. This is ridiculous, I’ve never had problem with a delivery service finding my address until now.”

Helpful Report

Posted 5 years ago

Hi Jasmine, I'm sorry to hear you've had problems with your delivery and the couriers are struggling to locate your address. I've checked this out and I can see USPS successfully delivered your goodies on the 30th August. I'll send you a private message as well with more details on your delivery. Speak soon, Dominie

Posted 5 years ago

“I made an order , payed with my credit card and it's been 18 days since and i did't recived my order . I try to contact them and nobody is answering me ! The worst service ever !!!”

Helpful Report

Posted 5 years ago

Hi Penzes, I'm sorry to hear your order hasn't landed with you. I've had a look into your delivery and there had been no further tracking update since the 4th September, due to the timescale we've had to confirm your parcel as lost. A full refunds been issued for you and the monies will have cleared back into your account by the 11th September. I'll also send you a private message, if you need help with anything else just hit reply. Thank you, Dominie

Posted 5 years ago

“The past two items I have received from pretty little thing have looked nothing like the picture shown on the website and the quality has been shocking. Really upsetting as I used to love ordering from PLT as they were great for party outfits but I won’t be ordering from here again.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear your not happy with the quality of your items. I'll pass your feedback over to our buying and quality control teams. They'll look into the returns and speak to our suppliers to make sure they are up to our standard. I'll also send you a private message, if you need anything else just hit reply. Thanks, Dominie

Posted 5 years ago

“I order last Monday still haven’t received my order never again”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear your order hasn't landed with you yet. I want to get this looked into straight away but I need a little more information. I'll send you a private message, can you please reply with your full name, order number and email address linked to your PLT account. Speak soon, Dominie

Posted 5 years ago

“My experience is worrying me a lot. Sent an email to the PLT team and still no answer, I have two orders from PLT and I can’t track them even if my life depends on it. This is an error on your behalf and it leaves your customers angry. I can’t track neither of them, it just says the Royal Mail site is unable to track my order with the referenced number at the moment. You can’t just keep scamming hardworking people we are going to turn on your ass”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear you're having problems tracking your orders and you haven't received a reply to your emails. I want to get this looked into straight away but I need a little more information. I'll send you a private message, can you please reply with your full name, order number and email address linked to your PLT account and I'll get this resolved. Speak soon, Dominie

Posted 5 years ago

“Customer service is not good. No help tracking my order.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry you're having trouble tracking your order and the customer service experience you've received hasn't been good. I want to get this resolved asap for you but I just need a few more details. I'll send you a private message to get this sorted. Thanks, Dominie

Posted 5 years ago

“I am still waiting for a refund, and it's been over 30 days. The customer service is terrible. When I inquire, I get responses that my return will be processed. They are scam artists.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry you haven't got your refund yet and it's been over 30 days. I want to get this sorted asap for you but I need a few more details. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“Unfortunatelly Im dissapointed. Customer seevice answering after, not 24h, but a week. Package was not delievered bc of sender mistake. Waste of time. 👎👎👎👎”

Helpful Report

Posted 5 years ago

Hi Paulina, I'm sorry to hear your order wasn't delivered and it took over a week for a response. I appreciate how disappointing this must be. I'd like to look into this further and get this resolved for you, but I'll need a few more details from you. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“NEVER shopping here again!!!! After being a regular customer of pretty little thing I decided to go online and order myself a nice new outfit for an event...to my dismay that nice new outfit didn’t actually arrive. It’s okay though because I had pretty good confidence in the PLT customer service team, so I took to WhatsApp because I discovered they don’t actually have a customer service number???? So if you want an immediate reply you can forget about that. HOWEVER this so called team was made up of about thousands of people, meaning I was receiving a different individual reply from every message that I sent. Starting from the morning I spoke to Foysol who asked for the order number, Clark who told me there was a slight delay (barring in mind I paid £7.99 next day delivery and DHL the courier that they use is completely useless as because their expected delivery for ‘next day’ is 6pm till 10pm?? And just says ‘in progress’ the whole time, oh sorry I forgot to mention they don’t have a customer service number either, only DHL express who won’t actually help you because they claim they are nothing to do with DHL, so both companies combined have no form of contact via telephone. From this I was then passed onto Kay who had the audacity to ask me to leave her A NICE Trustpilot review after still not receiving my nice new outfit, after still not being updated I then spoke to Leah who then told me that it had been delivered? I was so pleased I went to check with my concierge!! Who told me they had no deliveries! Where was my nice new outfit??? I went back to the chat and told them that was a lie, Leah then said sorry there was some confusion and it says on their end that it has been received. At this point I had given up but Hamza then popped up and offered me a phone call (FINALLY) I asked them to speak to my boyfriend and gave them his number with my permission on the chat and was told that was fine, mani then pops back up and says they cannot do this because it’s my account, Then here comes Hakim and says he will schedule another call for me when I’ve finished work, I asked for one at 7pm Then Asha confirmed this, when I was finally home i didn’t receive one during the requested time frame, 12 minutes later Sean finally phoned me on a no caller ID number and offers me a refund or the option to reorder via Hermes this time instead of DHL who caused this issue in the first place, well.. I’m still waiting on my nice new outfit and can’t even track it on PLTs website as it says error every time. May I also suggest that the team stops putting love hearts after every response because when you’re frustrated it makes you even more wound up. This company is so quick to take your money but when your items don’t arrive it takes a whole day to chase someone and actually speak with them. Why don’t they have a human voice to speak to like any other company e.g Asos? Something rather dodgy about that. This is to be continued as I’m still waiting to receive... UPDATE * I have now just been informed by Nikki via WhatsApp that my delivery is not coming With DHL (where the website keeps taking me) and is coming by city sprint? Between 6pm and 10pm now apparently which is not what I was TOLD. Nikki then says ‘as you can clearly see on the tracking it says your delivery is coming between 6pm-10pm’ now just becoming more unhelpful and stating the obvious. The whole point is I’ve been MISINFORMED again. I wipe my hands with this company as they tell lies, avoid them if you can, scrap the nice outfit, I just want my money back.”

Helpful Report

Posted 5 years ago

Hi Amy, Sorry to hear you had issues with the delivery of your parcel, I can appreciate your frustration after reading what's happened here. Please reply to the private message I've sent with your PLT order no so I can look into this fully and take any necessary action in terms of training to ensure this is dealt with correctly moving forward. Thanks, Dominie

Posted 5 years ago

“Return policy makes you pay $4 per item to return it. I wanted to try these clothes out because they are so cute, but the sizing is all off and I have to return. Definitely not going to buy anything else due to this policy. Provide a shipping label for your US customers.”

Helpful Report

Posted 5 years ago

Hey Stephanie, Sorry to hear the sizing was off, I've sent you a private message so I can get this sorted for you. Thanks, Dominie

Posted 5 years ago

“Not pretty,”

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Posted 5 years ago

Hi Nicole, Sorry to hear you feel this way. I'd like to look into this further and get this resolved for you, I'll send you a private message so we can get this sorted. Thanks, Dominie

Posted 5 years ago

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