PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,350 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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Metrics

2.6

Based on 2,350 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 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

“We constantly had our orders undelivered due to an issue with the courier. Although the issue had been resolved our end and PLT did manage to get one delivery to arrive when we complained again and again, we are back in the situation where our orders are constantly returned and never arrive so we have had to stop using them.”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about this. I'll drop you a private message to discuss further. Alex

Posted 6 years ago

“I ordered a pair of comfy sweats size 6 that were $27! Received a size 8 in the mail, very disappointing especially when it’s the companies fault, they took hours to respond and when they did they expected me to go down to the post office and return the size 8 so they could refund me instead of just sending me the size 6 that I had already paid for!! very poor customer service!!”

Helpful Report

Posted 6 years ago

Hi Danielle, Sorry that you received the incorrect size joggers, I've sent you an email regarding your order please check your inbox along with your spam and junk folders for this. Alex

Posted 6 years ago

“Arrived several days late and one item was not true to size”

Helpful Report

Posted 6 years ago

Hi, sorry to hear about this, I have sent you a private message regarding your order. Alex

Posted 6 years ago

“I was due my delivery on the 7th December still yet to receive it, I have contacted pretty little thing with no response this is a gift for my daughters birthday, first and last time I shop here!”

Helpful Report

Posted 6 years ago

Hi Joanna, sorry to hear about your parcel, I've taken a look into this and will drop you a private message with the details. Alex

Posted 6 years ago

“Parcel never came and person was cheeky when I got in touch.”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about this. I have sent you an email so that we can take a further look into this and get some details from you. Please check your inbox along with your spam and junk folders for this. Thanks, Alex

Posted 6 years ago

Hi, Sorry to hear about this. I have sent you an email so that we can look into this further. Please check your inbox along with your spam and junk folders for this. Alex

Posted 6 years ago

“I was due to receive my order on the 7th of December, I'm still yet to receive it. I have emailed pretty little thing and still have not had any response this was a present for my daughters birthday! First and last time I shop here.”

Helpful Report

Posted 6 years ago

Hi Joanna, Sorry to hear about your order, I can see that you have contacted our customer services team and a refund has been issued for your order. I'll drop you a private message with further details. Alex

Posted 6 years ago

PrettyLittleThing.com is rated 2.6 based on 2,350 reviews