PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,339 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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Metrics

2.6

Based on 2,339 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Fast shipping, clothes are always exactly like photos.. best online shop!”

Helpful Report

Posted 3 years ago

Hey, hanks so much for your positive feedback, that’s great to hear. Have an amazing day and come back again soon. Thanks Usman

Posted 3 years ago

“I continue to get a different size shipped to me. My last package my clothes were so big my dresses looked like a table cloth was wrapped around me. I love the fashion but I get nervous about what will be shipped to me. I have to now return over $200.00 worth of clothes and shoes that are too big.”

Helpful Report

Posted 3 years ago

Hey, Sorry to hear the sizing wasn't on point. Sizing can vary slightly depending on the style and fitting, however, we try to stick to our size guide as much as possible. I'll raise this with our Quality control and buying teams, so they can reach out to our suppliers and make sure they stick closer to our size guide in the future. Thanks Usman

Posted 3 years ago

“I always order clothes from PLT. Almost every time it comes LATE. I just ordered a big package about 3 weeks ago, My delivery date passed a few days ago and STILL have not received my package. I've tried reaching out but get no answers. It's very frustrating because it was supposed to come in Time for an event I have. Please be better this is really upsetting.”

Helpful Report

Posted 3 years ago

Hey, Sorry to hear your orders land with you late. On the odd occasion, orders can be delayed but this should be a one off. I've raised this with our logistics team, so they can investigate this with the courier, putting measures in place to make sure the orders are delivered on time. I can see your recent order has now been delivered and I hope this was in time for your event. If there's anything we can help with, you can reach out to our customer service team via our help pages on Facebook, Twitter and Instagram. Thanks Usman

Posted 3 years ago

“I’m obsessed with every items that I’ve received. Such great quality LOVE IT !!!!”

Helpful Report

Posted 3 years ago

Hey, We’re so glad you’re happy with your experience shopping with us! Come hit us up again anytime. Thanks Usman

Posted 3 years ago

“Best online shop ever”

Helpful Report

Posted 3 years ago

Hey Lauren, Thanks so much for your kind words! We know you’ll have looked next level in your new PLT. Come shop with us again soon. Thanks Usman

Posted 3 years ago

“I still have not received my dress. I placed the order on 8/16/20. The tracking says it’s been sitting in Jamaica NY since 8/19/20. Was supposed to be delivered by September 1st. I was planning to wear it to a wedding in September. Also your customer service is horrible and no help at all. Extremely disappointed and will never order from here again”

Helpful Report

Posted 3 years ago

Hey Ines, Sorry to hear your order landed with you late. We don't have any control over customs, as this would be down to local customs and entry requirements. We work with our courier partners to get orders delivered as fast as possible, however, on some occasions, parcels can be held for inspections. I can see the order has now been delivered. I hope you love your haul and had a great time at the wedding. If you no longer need it, you can return it back to us for a refund using our returns portal. Thanks Usman

Posted 3 years ago

“Always happy with purchase of not returning is made easy. Quality is great, always delivery is fast. Latest fashion is up to date. Virginia 😊”

Helpful Report

Posted 3 years ago

Hey Virginia, Thanks so much for your positive feedback. Have an amazing week and stay safe. Thanks Usman

Posted 3 years ago

“I love love PLT but this time round they cancelled my order last minute and when I re ordered a new top for NDD it came outside it’s delievery slot so I couldn’t wear it. I was sad because I lovePLT and buy it all the time”

Helpful Report

Posted 3 years ago

Hey, Sorry to hear didn't land with you on time. Thanks for letting us know about this. We work hard with our couriers to ensure all orders are delivered on time and when this doesn't happen, we work with them to put measures in place to reduce the chances of this happening in the future. Thanks Usamn

Posted 3 years ago

“MY FAVOURITE COMPANY. I’m obsessed with PLT. Been happy with every purchase!! Great fit and good quality products. On the odd occasion the item has looked different to the picture; but this is expected with online shopping generally. Some items have had a bad smell, but I just air it and it goes within a few days. I wash everything before I wear it anyway. If I’ve ever had trouble I’ve contacted PLT, and their customer service is A*! What would be be nice would be to get a refund sooner than they specify. This sometimes puts me off big purchases on orders as it’s a lot of money out of my account at one time. Delivery is so quick!! I pay for free next day delivery. I recommend customers pay this for the year as it works out better if you’re purchasing a lot. I think most of the time it’s taken 1-2 days to be delivered. If it’s been any longer it’s been due to covid. I’m happy to wait a few days to be honest, as its never late. Items are always well packaged, and the delivery men always make sure you receive your item. I literally can’t rate this company anymore! Going to make an order right now to use my 30% off!! Thanks!”

Helpful Report

Posted 3 years ago

Hey, Thanks for your seriously nice feedback. We’re so happy you’re loving the brand as much as we do. Thanks Usman

Posted 3 years ago

“I've ordered from PLT for quite a long time now & always had excellent service, never any problems. Gorgeous clothes for fantastic prices. X”

Helpful Report

Posted 3 years ago

Hey Karen, We’re so glad you’re happy with your experience shopping with us! Come hit us up again anytime. Thanks, Hakim

Posted 3 years ago

“The customer service is so so much better than Fashinoova. The clothes were delivered in great condition”

Helpful Report

Posted 3 years ago

Hey Danielle, Loving your positive feedback. So happy to hear your love the brand as much as we do. Come shop with us again soon. Thanks, Hakim

Posted 3 years ago

“Rebecca S was fantastic. Immediately amended an issue I had. She was brilliant at customer service”

Helpful Report

Posted 3 years ago

Hey, Thanks for your positive feedback and glad to hear Rebecca helped you please keep an eye on our new in section as we're always adding new lines and come back soon! Thanks, Hakim

Posted 3 years ago

“I had a metal belt delivered in a silly polythene bag, which obviously got bashed around in transport, the belt was bent out of shape and unwearable, I returned it and after more than a month I still have no refund. I ADVISE EVERYONE NEVER TO BUY FROM THIS COMPANY.”

Helpful Report

Posted 3 years ago

Hi, I'm really sorry to hear this we'd love to get this sorted for you. Please can you get in touch with our customer service team through our CS page on any of the below - Facebook WhatsApp Twitter Instagram Also, you can email us on customer.services@prettylittlething.com and we will certainly get this sorted for you. Thanks, Hakim

Posted 3 years ago

“I’ve ordered from there 3 times! (big orders) every single time I receive the clothing atleast 2 of the items smell terrible!! Like mildew! Absolutely disgusting. I’ve complained to them many many times and given so many chances... But I’m done. I would not recommend.”

Helpful Report

Posted 3 years ago

Hi there, I'm really sorry to hear of the state in which your items have arrived, this is unacceptable. Please contact our customer service team at customer.services@prettylittlething.com or on one of our social media accounts with details of the order and items that smell. We'll report this to our warehouse and quality control teams to make sure that all areas of our warehouse are clean and dry. Hope to hear from you soon. Thanks, Chris

Posted 3 years ago

“My daughter ordered a LOT of items nearly two weeks ago, for next day delviery. The delivery was not made, and the courier has confirmed in writing that they have lost the parcel. My daughter has asked PLT four times for a refund now, and each time they have asked her to wait 24 hours, 48 hours (twice), and latterly 5 days - even after she has provided them with evidence from Hermes that the parcel has been lost. Not surprisingly, each time nothing has happened and she keeps getting fobbed off. It looks like we are going to have to file a claim with the bank as PLT just don't want to refund her. This is her first order, and probably her last as so far the service has been shockingly bad.”

Helpful Report

Posted 3 years ago

Hi Gary, I'm so sorry for the delay with your refund being issued for this lost order. We issued a full refund for the order on September 17th. In cases where the tracking information shows that the courier has the parcel, we have to allow a certain amount of time before it is declared missing as quite often parcels will show up a few days later. I've informed our team leaders of what has happened here so that any of our advisors who are not certain on how long we ask to allow for a courier to locate an order can be given some extra training. Thanks, Chris

Posted 3 years ago

“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 3 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 3 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 3 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 3 years ago

“I ordered a pair of joggers and I’m really disappointed! One leg of the joggers is tight and short and the other side is very loose and long looks like two different size joggers on Both sides 🤷🏼‍♀️”

Helpful Report

Posted 3 years ago

Hey there, So sorry to hear this. Our customer service team has issued your refund for the joggers and this has been reported to our quality team. We'll make sure that the stock is up to our standards. Thanks, Chris

Posted 3 years ago

“I’ve been waiting for my outfits I ordered for 5 days and my birthday is next week and I needed them outfits🤦🏽‍♀️😒.!”

Helpful Report

Posted 3 years ago

Hi there, So sorry to hear that you've not received your outfits for your birthday. I've not been able to bring up the order information from the details provided, please email us at customer.services@prettylittlething.com with the order information so that we can look into this for you. Thanks, Chris

Posted 3 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 3 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 3 years ago

PrettyLittleThing.com is rated 2.6 based on 2,339 reviews