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

“Did not receive my order”

Helpful Report

Posted 6 years ago

Hey Deja, Sorry to hear your order hasn't landed with you. I've looked into this for you and the order is showing as being held for collection. Please contact USPS and they'll be able to arrange another delivery. I've sent you a message letting you know the tracking number, so you can contact them directly. Thanks Usman

Posted 6 years ago

“The quality of the dress was awful”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you didn't love your haul. I've passed on your feedback to our quality control team, who'll check the stock and work with our supplier to improve the quality whilst maintaining our competitive pricing. Thanks Usman

Posted 6 years ago

“I still haven’t actually received my parcel due to Hermes! I ordered it on Thursday the 12th and I pay yearly for next day delivery, I was told my Paracel was with the courier however it still has not arrived!”

Helpful Report

Posted 6 years ago

Hey, Really sorry to hear your order is so late. I've looked into this for you and it looks like the order was misplaced at their depot. Our logistics team have spoken with the courier to find out what happened and what we can do to reduce the chances of this happening in the future. I've can see the courier has been able to locate the order and it's now been delivered. If it's too late, please return them back to us and we'll get this refunded ASAP. Thanks Usman

Posted 6 years ago

“A pair of dress on sale I bought for a present but couldn't give it because they were two holes spreding down to whole length of the dress. Ridiculous. I wouldn't consider probably buying again.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your dress arrived like this. Completely understand where you're coming from. Please drop our customer service team a clear picture of the holes and if we still have them in stock, we'll be happy to get another one sent out. Thanks Usman

Posted 6 years ago

“Literally the worst, lost my package for days, when I got it the items looked COMPLETELY different then the pictures and the sizes were all out of wack. Horrible, will never purchase here again”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you didn't receive your haul on time. Our logistics team are looking into what happened and what steps we can take to reduce the chances of this happening in the future. I've flagged this with our Quality Control team and they'll keep an eye on your returns and check them against our size guide, speaking to our suppliers if necessary. Thanks Usman

Posted 6 years ago

“my items the never got here on time, what order it doesn’t look like there online pictures, one item was a hat and the hat should be pack in a box not in a bag to avoid any damage to this item, now this hat is damage and for them to replace is gonna cost me shipping. If costumers are paying for shipping it means that we should get our orders in a better condition and on time. Also I order some earrings and they are very ship for what they are selling them in there website. They clothing looks ship is well. Long time ago I order from this side before and they clothing it was better and got my items on time, I hope they get better.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you didn't love your haul and it arrived late. I've refunded the shipping cost and it'll show back in the account by the end of January 3rd at the latest. I can see you've been in touch with our customer service team and they've sent you a free returns code, so it won't cost you to return any of the items back to us on this occasion. Please log your returns on our portal here - https://usprettylittlething.intelligentreturns.net/main/landing Thanks Usman

Posted 6 years ago

“i paid for express shipping, then they lost my package AND the items that i ordered looked nothing like they did online. extremely disappointed and would not recommend”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your order was lost and you didn't love your haul. I've checked this for you and the order was misplaced at the depot, so they couldn't get it to the driver in time. Our logistics team are working with them to see what steps we can take to stop this from happening in the future. If you don't love any of the items, you can return them back to us for a refund, using our free UK returns label. Thanks Usman

Posted 6 years ago

“Clothes do not look like they do in pictures, sizes are wrong”

Helpful Report

Posted 6 years ago

Hey Brooke, Sorry to hear you didn't love your haul. I've passed on your feedback to our studio teams, so they work to make sure the images better match the items and reduce the impact of studio lighting. As we're UK based, all our items are labelled in UK sizes but it would be equivalent to the local size you ordered. Any items you don't love, you can return for a refund, using our low cost returns service/portal. Thanks Usman

Posted 6 years ago

“I ordered my parcel and it didn’t arrive for a month even though it was supposed to arrive 5 days later and I stopped getting updates to where it was then it arrived yesterday however in the wrong colour!”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your order was so late and you received the wrong colour. Totally get where you coming from. I've refunded the postage cost and it'll show back in the original payment method by the end of 10/01/20 at the latest. Please return this back to us and once our warehouse log the returns back, they'll process a refund and send you an email to confirm once the refund has been processed. Thanks Usman

Posted 6 years ago

“I brought some boots the zip broke on them, wore them twice, I’ve emailed and sent a message on Twitter and have completely ignored so will never buy anything eles from this company, been ignored for nearly 3 weeks now!! Not a happy customer”

Helpful Report

Posted 6 years ago

Hey Kirsty, Sorry to her the zip broke and you've not received a reply. Please could you check to make sure you're following our customer service help page and then send us a DM with a clear picture of the zip, along with your order number. Depending on your privacy settings, we may not be able to see your tweet if you're not following us. Alternatively, you can get in touch with us via Facebook, Insta, Whatsapp or email through our website. Thanks Usman

Posted 6 years ago

“I bought a pair of hoop earrings and as I was putting them in the first time the needle broke off. Super disappointed:(”

Helpful Report

Posted 6 years ago

Hey Jaya, I'm really sorry to hear the earrings broke, totally get where you're coming from. I've arranged for this to be refunded back to the original payment method and it'll show back in the account by the end of January 3rd. Thanks Usman

Posted 6 years ago

“I was so excited to buy items from PLT because it looked SO cute online! Sadly, when it arrived it was awful! The material feels and looks cheap. Everything was super wrinkled as if everything was bunched up. The heels I bought, hurt just as I tried them on. So disappointed. Also, Returning the order was such a hassle.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you didn't love your haul. I've passed on your feedback to our buying teams, so they can work with our suppliers to improve the quality, whilst maintaining our competitive pricing. We try to make our returns process as easy as possible and have a returns portal, where you can log the returns for a low cost fee and it's fully tracked on the way back to us. Thanks Usman

Posted 6 years ago

“Bought a dress..... ended up wearing it as a top. How they think a dress that comes just above your bum cheek is acceptable I will never no. But nice top.”

Helpful Report

Posted 6 years ago

Hey Jodie, I'm really sorry to hear this. I've passed this over to our quality control and buying teams, so they can check the measurements for the stock we have and feedback to our suppliers, to make sure they stick better to our size guide. Glad to hear you managed to find another use for it, however, any items that aren't suitable can be returned for a refund. Thanks Usman

Posted 6 years ago

“Shocking. Half the clothes were tacky material. The only decent thing was the jeans which I can’t fault. However I waited over 2 weeks for my delivery and every person I spoke to on customer service told me something different. Telling me to re order at a higher price than I paid due to the items no longer being in the sale and then pay the £5.99 next day delivery charge AGAIN. Won’t use again”

Helpful Report

Posted 6 years ago

Hey Megan, Sorry to hear you didn't love your haul. I've checked this for you and the order was mis-placed in the couriers network, so they had to check their depot and vans, to locate it. Once they located it, they got it out for delivery as soon as possible. We've raised this with them, to see what actions we can take to reduce this happening in the future. Reordering the items would have been the quickest way to get the items whilst we looked into this with the courier, however, I appreciate this wasn't the best, especially as the sale had ended. I can see we've received your returns back and the refund has been processed back to the original payment method 07/12/19. Thanks Usman

Posted 6 years ago

“I order a dress it took longer than the shipping date. Also received the wrong dress size along with the dress looks nothing like the picture.”

Helpful Report

Posted 6 years ago

Hey Lashanda, Sorry to hear your order landed with you late. I've refunded the shipping cost back to the original payment method and it'll show in the account by the end of January 3rd. As we're a UK based website, the dress will be labelled in UK sizes, however, this will be the equivalent to the US size ordered. You can view more info on our size guide here - https://www.prettylittlething.com/size-guide If you don't love the dress, please return it back to us, using our low cost returns service via our portal here - https://usprettylittlething.intelligentreturns.net/main/landing Thanks Usman

Posted 6 years ago

“My first parcel last week got lost and didn’t come til 4 days after it was supposed to, so I ordered a back up outfit which came and the chain on the dress strap was already snapped so couldn’t wear that either”

Helpful Report

Posted 6 years ago

Hey, I'm really sorry to hear about this. Deffo not what we want to hear or what you expect when you shop with us. We've looked into this with the courier and are taking steps with the courier to reduce the chances of the order being delayed in their network. I've passed on your feedback about the strap arriving broken with our quality control and buying team so we can work with our suppliers to make sure this doesn't happen in the future. Thanks Usman

Posted 6 years ago

“Worst delivery service EVER”

Helpful Report

Posted 6 years ago

Hey Shanuja, I'm sorry to hear your order was so late. I've looked into this for and the order was mis-placed by the driver, so it wasn't delivered in time. We looked into this with the courier, who searched their depots and vans, to get it back out for delivery as soon as possible. I can see we refunded the postage cost as the order was late and this will be back in your account by now. Our customer service team are on hand 24/7 should you need to get in touch with us. Thanks Usman

Posted 6 years ago

“Can’t actually phone about any issues took me ages to find out a way to contact plt , finally having to send issue through WhatsApp and Facebook , I also raised the issue where my stuff wasn’t delivered which then cause me to go buy stuff for a night out Hermes never had the decency to even email to update me on a package apparently I won’t get compensated either for the inconvenience !!!! Item have been sent back as soon as it finally arrived very very unhappy worse service I have ever received from PLT and choose a different courier as Hermes are awful !!!”

Helpful Report

Posted 6 years ago

Hey Amy, Sorry to hear you didn't love the experience this time. We don't have an inbound customer service contact number, however we do have lots of ways to get in touch. You can drop us an email through our website, live chat, Whatsapp or our social media help pages. Will raise this with the courier company, to look into why the order was so late and what action we can take to reduce the chances of this happening in the future. We do use a variety of different courier so delivery and orders sent out with Evening or Nominated day delivery are sent out with different couriers. Thanks Usman

Posted 6 years ago

“None of the goods look like the picture and I’m still waiting on my refund from the return... very disappointed”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about this, we'll pass the feedback onto the team, I have taken a look into your return and have dropped you a private message with details on your refund. Alex

Posted 6 years ago

“Really bad at dealing with deliveries, no followup with courier company and the customer is left waiting.”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about your order, taking a look at this I can see that your order became lost in transit. A refund has been issued for your order. I'll drop you a private message with further details on the refund. Alex

Posted 6 years ago

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