Name: PrettyLittleThing.com
Rating: 2.58

“Very disappointed with PLT. Ordered a dress over a week ago which should of come on Friday. I contacted them yesterday to find out where my dress was and I can honestly say that the level of customer service I received was absolutely appalling. I spoke to about six different people and was told that they didn't have the dress in stock when it came to packing it which is fine BUT, when was someone on their side going to inform me? instead, I had to chase it up on the day I was expected to wear it. All the staff I spoke to were very unapologetic and each one of them ignored me when I questioned the fact that I wasn't informed. I will never ever use this site again because who knows, it could happened a second, third or fourth time and I wouldn't have a clue. absolutely useless.”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear that an item was out of stock on your order. I've sent you a private message to discuss further. Alex

Posted 6 years ago

“Dress did not come true to size, it did not fit. Paid express shipping then to return it’s an additional shipping fee. Disappointing”

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Posted 6 years ago

Hey, Sorry to hear your haul wasn't on point. Whilst we aim to stick to our size guide as much as possible, sizes can vary depending on the style and fitting of the item. We don't offer free returns from all countries, so you may need to pay to return, however, we work hard with our suppliers to offer returns centres around the world to keep returns cost as low as possible. Any items not suitable can be returned for a refund, which will be processed to our original payment method once our warehouse logs them back. Thanks Usman

Posted 6 years ago

“Excellent quality. Fast delivery. Excellent thankyou”

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Posted 6 years ago

Hey Elisa, That’s amazing to hear. Thanks so much for being a loyal customer and spreading those good vibes. Thanks Usman

Posted 6 years ago

“I’m getting super nervous as I just ordered 14 items from you guys and I’m hearing I may not get my items/ on time even. Praying it’s worth all the instagram hype! Cause I absolutely love theses styles!”

Helpful Report

Posted 6 years ago

Hey Taylor, Glad to hear you love our styles. All our orders are shipped on a fully trackable service with leading providers in the destination countries. They're also signed for services, so a signature will be needed to complete delivery. Depending on the delivery method chosen, the order will be held for collection after a delivery attempt at the post office or the couriers depot. I've sent you the tracking info for both your orders via private message. Thanks Usman

Posted 6 years ago

“I made a huge purchase due to a trip coming up. I did express shipping and my package claim to be delivered. There’s proof showing no sign of attempted delivery! I am constantly reaching out to PLT and DHL. Both are horrible at customer service! I just want answers ASAP!”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your order hasn't landed with you. I've looked into this for you and can see you've been in touch with our customer service team. Glad to hear our team had your back and you were able to locate your order. I hope you love you haul and if there's anything else, please reach out. Thanks Usman

Posted 6 years ago

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Posted 6 years ago

Hey, We’re so happy you’re loving the brand as much as we do. Come check out our new in again soon. Thanks Usman

Posted 6 years ago

“Ordered from the website and wanted to later return an item. Was told by customer service vis email that my return had been received and to expect a refund of the money in my bank account in a few days. Money never arrived - still waiting almost two months later. Customer service is hopeless- chatbox on the website doesn't connect you to a real person (unhelpful automated responses) and they've yet to reply to my email. Not impressed.”

Helpful Report

Posted 6 years ago

Hey Rebecca, Sorry to hear you've not been able to locate your refund. I've looked into this for you can see our customer service team sent you a message on 20/02/20 regarding the refund. If you've not received this reply, please reach out via our social media help pages. We've looked into your€28 refund and our systems are showing the refund have gone through, with the funds leaving our bank on 05/01/20. If you can't locate the refund, please ensure you are checking the correct bank. It would be the one that was original debited around 29/11/19. If you still having trouble, please reach out to the bank directly and they'll be able to advise further. Thanks Usman

Posted 6 years ago

“PLT has great customer service I got my shipment on time the only issue is the quality of the clothes are not good. I purchased a wool dress and the button snapped off and their was a tear on the sleeve. I also ordered a suit that looked like really good quality online and for the price I would expect a little bit more and it is very cheaply made. The company has nice styles but if you’re looking for quality I would not recommend. I’ve made other purchases in the past and it’s the same issue.”

Helpful Report

Posted 6 years ago

Hey, Glad to hear our customer service team had your back. Sorry to hear your haul wasn't up to scratch. If you have any issues with an our item, you can reach out to our customer service team 24/7. I'll pass on your feedback about the quality to our buying teams, so they can speak to our suppliers to see what they can do. Thanks Usman

Posted 6 years ago

“I live in the US. I ordered three items on Feb 11 they gave me a delivery date of Feb 20th. The package did not come I tried to message all I got was an automated system that said they couldn't find the order!!! There is no more info. Highly upset one outfit I needed for a party!”

Helpful Report

Posted 6 years ago

Hey Krystal, Sorry to hear your order hasn't landed with you in time for your party. I've looked into this for you and the order was picked up by the courier but doesn't show to be with the local courier just yet. We've chased up the courier to find out what's going on and to get the parcel moving. If you don't receive an update by March 7th, please reach out to our customer service team and they'll be able to get this sorted for you. Thanks Usman

Posted 6 years ago

“I’ve made a mistake with my delivery address I ended up putting my old address instead of my new address and I need help changing to my new one please help me”

Helpful Report

Posted 6 years ago

Hi Kirsty, Not to worry, I've sent you a private message with more info. Alex

Posted 6 years ago

“I absolutely loveee pretty little thing and their clothing . Their prices are great and I order from them all the time ! Like seriously I might be addicted. Usually all my packages come on time but I was suppose to receive a recent order 10 days ago and yet it’s been in transit for 11. Not sure who to contact about that . But if that hadn’t have happened I definitely would give them five stars .”

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Posted 6 years ago

Hi Mia, Positive feedback is always good to hear. Thanks so much for being a loyal customer. Have an amazing day. Alex

Posted 6 years ago

“Everything was on time and was fitted nicely”

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Posted 6 years ago

Hey Boo, Thanks so much for your positive feedback. Have an amazing weekend! Chris

Posted 6 years ago

“As always.. Happy with my PLT purchases. Never had an issue with delivery & items i have bought & thats with deliveries nearly every week from PLT. Forever my fave. Kara”

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Posted 6 years ago

Hey Kara, That’s amazing to hear. Thanks so much for being a loyal customer and spreading those good vibes. Thanks Usman

Posted 6 years ago

“Customer service is poor I returned some items I did receive confirmation it was received and received a date for my refund. The date has past and still have not received my refund tried to reach out not getting any response”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you've not been able to locate your refund. I've checked this for you and the refund was processed on February 1st, with it being accepted on the 2nd. As the funds are showing as leaving our accounts and confirmed by our payment processor, you would need to contact the bank that was originally charged around January 14th and they'll be able to help you locate the refund. Thanks Usman

Posted 6 years ago

“I have ordered many times with PLT for my daughter who loves their clothing. They're great prices and always look good quality. Never had any problems with delivery and often get free next day delivery offer code, which has never let me down. Only reason I've not given 5 stars is because I never receive an email confirmation that my returns have been received, I have to wait to see the refund on my credit card statement.”

Helpful Report

Posted 6 years ago

Hey Victoria, We’re so happy you’re loving the brand as much as we do. I'll pass this over to our IT team so they can look into this for you and see why you've not received the refund emails. Come check out our new in again soon. Thanks Usman

Posted 6 years ago

“Never had such terrible service. There is no number to call them so I’m stuck in a massively long email chain about the fact I never got my item and my tracking validates that as the tracking shows they attempted one delivery then never came again. I just want my item or my money, simple. The amount of back and forth with literally no resolution for a MONTH is beyond me.”

Helpful Report

Posted 6 years ago

Hey, I'm sorry to hear your order hasn't landed with you. I've looked into this for you and can see you arranged re delivery with the courier, however, it looks like they weren't able to. We investigated this with the courier and due to the time frame with no further update, the order was classed as lost in transit. The refund was processed back to the original payment method and it'll show in the account by the end of 21/02/20 at the latest. Thanks Usman

Posted 6 years ago

“I did not receive my delivery! Hermes notes that my delivery was delivered and signed for by ME when I wasn’t even home! To make matters worse there is no one responding to my online queries. Extremely disappointed.”

Helpful Report

Posted 6 years ago

Hey Melanie, Sorry to hear your order didn't land with you and you've not been able to locate our replies. I've looked into this for you and can see you've managed to get in touch with our customer service, who have got another order sent out to you. I hope you love your haul and if there's anything else we can help with, our customer service team are here 24/7. Thanks Usman

Posted 6 years ago

“HIGHLY disappointed. Be careful when ordering through this site as your order might be severely delayed or lost. I ordered several items and was expected to get it delivered the day before my trip. Checked online and was told it would be delivered on the day of my trip. Cool. I'll get it by the time I have to leave. WRONG! Delivery driver failed to do as was instructed and was given the run around by the delivery company they work with (DHL). My items were processed to be picked up, without my consent, to a state that was entirely different from where I live. That wasn't it! I was told by a customer service agent EVERYTIME that it was processed for re-delivery to my address, spoke to a supervisor and it wasn't until today that I was told that once it gets sent to a facility, It has to be picked up. HOW CAN I PICK IT UP WHEN I DON'T LIVE IN THE STATE THAT IT WAS SENT TO?! I contacted PLT through WhatsApp and didn't receive a response. I am VERY displeased with PLT. This was my first time ordering and I was so excited to wear my items on my vacation but never again. I will tell everyone to be cautious when ordering from PLT because they don't respond to your inquiries in a timely manner and the delivery company that they work with is incompetent at completing their jobs.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your haul didn't land with you in time for your vacation. I totally get where you're coming from and hope it didn't ruin your vacation. I've raised this with our logistics team, so they can speak to the courier company and find out what happened as they shouldn't have held it for collection without your authourisation to do so. I can see you've been in touch with our customer service team now and they're working to get the order returned back to us, so we can refund this for you ASAP. Once the courier confirms this with us, we'll process a refund back to the original payment method for the items. In the meantime, I've refunded the shipping fee back to the card used and it'll show in the account by the end of February 21st, if not earlier. Thanks Usman

Posted 6 years ago

“HIGHLY disappointed. Be careful when ordering through this site as your order might be severely delayed or lost. I ordered several items and was expected to get it delivered the day before my trip. Checked online and was told it would be delivered on the day of my trip. Cool. I'll get it by the time I have to leave. WRONG! Delivery driver failed to do as was instructed and was given the run around by the delivery company they work with (DHL). My items were processed to be picked up, without my consent, to a state that was entirely different from where I live. That wasn't it! I was told by a customer service agent EVERYTIME that it was processed for re-delivery to my address, spoke to a supervisor and it wasn't until today that I was told that once it gets sent to a facility, It has to be picked up. HOW CAN I PICK IT UP WHEN I DON'T LIVE IN THE STATE THAT IT WAS SENT TO?! I contacted PLT through WhatsApp and didn't receive a response. I am VERY displeased with PLT. This was my first time ordering and I was so excited to wear my items on my vacation but never again. I will tell everyone to be cautious when ordering from PLT because they don't respond to your inquiries in a timely manner and the delivery company that they work with is incompetent at completing their jobs.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your haul didn't land with you in time for your vacation. I totally get where you're coming from and hope it didn't ruin your vacation. I've raised this with our logistics team, so they can speak to the courier company and find out what happened as they shouldn't have held it for collection without your authourisation to do so. I can see you've been in touch with our customer service team now and they're working to get the order returned back to us, so we can refund this for you ASAP. Once the courier confirms this with us, we'll process a refund back to the original payment method for the items. In the meantime, I've refunded the shipping fee back to the card used and it'll show in the account by the end of February 21st, if not earlier. Thanks Usman

Posted 6 years ago

“I ordered a “blush” coloured dress for my brothers wedding, or at least that’s what I thought I’d ordered but what I got was what can only be described as the nastiest shade of brown, it wasn’t even close to what was advertised, it was horrendous so I can safely say that I will be giving this site a massive swerve from now on 🤮🤮I would upload a picture if I there was an option to do so”

Helpful Report

Posted 6 years ago

Hey Sharon, I'm sorry to hear you didn't love your haul. I've tried to look into this for you, however, I've not been able to find a blush coloured dress with the deets provided. I can see from the order I could find that you've returned both items and the refund was processed back to the original payment method on 02/02/20. If there's anything we can help with, you can reach out to our customer service team 24/7. Thanks Usman

Posted 6 years ago

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

PrettyLittleThing.com Reviews