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

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

“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 4 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 4 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 4 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 4 years ago

“the dress that I ordered was supposed to be bright royal blue but when I got it today it was navy blue almost im so devastated because my birthday is in a couple of weeks and this dress was suppose to be it but its not the right color! Other than m that it fits good”

Helpful Report

Posted 4 years ago

Hey Britney, Glad to hear the dress fit but sorry to hear the shade didn't match the website. I'm sure you'll look fab in either colour but I've raised this with our studio and website teams, so they can make sure the image on site better matches the dress. If you don't love the dress, please return it back to us and a refund will be processed back once our warehouse log the returns. Have a great birthday and stay safe. Thanks Usman

Posted 4 years ago

“I had a good experience with this store, Ordered 2 items and we're a bit big on me. ( I had a Baby and got some weight so I'm still figuring out my new sizing) returned the parcel and got my refund pretty fast. Really good costumer service”

Helpful Report

Posted 4 years ago

Hey Diana, Congrats on having a baby and hope you're both well. We’re so glad you’re happy with your experience shopping with us! Come hit us up again anytime. Thanks Usman

Posted 4 years ago

“Ordered two size 10 bikinis, I used to be 8 but recently put on a bit of weight. They arrived and they are between size 6-8. Ridiculously small.”

Helpful Report

Posted 4 years ago

Hey Ella, Sorry to hear the sizes weren't on point. I've raised this with our quality control and buying teams. They'll perform extra checks on the bikinis and pass on any feedback to our suppliers, so they can ensure they better match our size guides. Thanks Usman

Posted 4 years ago

“It takes so long for your stuff to come and sometimes they even lost your package. Some items doesn’t always look like the picture”

Helpful Report

Posted 4 years ago

Hey Keyona, Sorry to hear you've not had the best experience with us. Depending on where the order is being shipped, orders can be delayed slightly in transit or from getting cleared through customs in the receiving country. All our orders are fully tracked, so you can keep an eye on your haul as it makes it way to you. We work with our couriers and constantly monitor their service to make sure the vast majority of orders are delivered on time. Thanks Usman

Posted 4 years ago

“I ordered two oversized hoodies one size xl in grey marl for myself and black one size large for my daughter in the exact same style. The large one is huge and much bigger than the xl and too big for either of us which is strange as the xl fits me perfectly. On another occasion I was sent a black top instead of the white one I ordered, it was the right style but wrong colour. Wouldnt order from here again was very disappointing.”

Helpful Report

Posted 4 years ago

Hey Gemma, Sorry to hear our sizing wasn't on point and you received the wrong colour top. I've raised this with our quality control and buying teams. They'll run further tests on the items to make sure they stick to our size guide and pass on any feedback to our suopliers to help reduce the chances of this happening in the future. Please return these back to us and once our warehouse log the items back, a refund will be processed back to the original payment method. Thanks Usman

Posted 4 years ago

“I’ve ordered recently giving them the benefit of the doubt when the covid pandemic first hit because I had packages that were torn open/missing items. This past time I ordered, they sent the wrong sizing for the jacket I bought. I would like to say that I would order again since I love their clothing/style, but their customer service/refund process is horrible.”

Helpful Report

Posted 4 years ago

Hey, I'm sorry to hear your orders have been arriving in this condition and the items weren't the correct size. We've recently changed our courier parcel, so orders should now be delivered in better condition than before, as we take our customers feedback serious and work to improve based off it. As we're a UK based company, our items will be labelled in UK sizes but it would be the equivalent to the local size ordered. If the items still don't fit or aren't suitable, we used an online returns service the provides a fully trackable returns service for a low fee tom match sure our customers are kept up to date on their returns and refunds are processed as fast as possible. Thanks Usman

Posted 4 years ago

“I love pretty little thing but the past 2 times I’ve ordered from them the stuff that came was very different from the website so i don’t know if I trust it anymore”

Helpful Report

Posted 4 years ago

Hey Sarah, I'm sorry to hear the items didn't match the website. I've passed on your feedback to our website and studio teams, so they can look into this and make sure the images on site better match the items. Please return these back to us, using our free returns service and a refund will be processed once our warehouse log the returns back. Thanks Usman

Posted 4 years ago

“Do not trust this store. I ordered 2 shoe racks from them earlier this year. They did not arrive and I have not been refunded the £40 I spent on them. They just ignore my request.”

Helpful Report

Posted 4 years ago

Hey Catherine, I'm sorry to hear you never received your shoe racks. We don't sell these and I can see from the tracking number your items originated from China. We're a UK based company, with all our items being dispatched from our UK warehouse, so I believe this may be for a different company. I wish you all the best in receiving your shoe racks and hope you give our site a go soon. Thanks Usman

Posted 4 years ago

“i ordered a size 0 jeans and they sent me a size 8??!”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you received the wrong size. I've raised this with our warehouse team, so they can check to make sure the jeans are labelled correctly and are being held in the correct location , to reduce the chances of this happening again. Please return this back to us, using the returns label on the delivery note and a refund will be processed once our warehouse log the jeans back. Thanks Usman

Posted 4 years ago

“I've ordered from PLT for over 3 years now and have always been thoroughly impressed with the products and customer care service. Despite my latest order being damaged, the PLT team were friendly and provided super assistance in the situation. 10 out of 10!”

Helpful Report

Posted 4 years ago

Hey, Glad we made you a happy customer. Come hit us up again any time. In the meantime, happy shopping! Thanks Usman

Posted 4 years ago

“Ordered clothes which one of the dresses were damaged and it’s not worth of returning because the shipping costs a lot to return and sizes are way too small and they are not same as the pictures cheapest quality.”

Helpful Report

Posted 4 years ago

Hey Farnaz, Sorry to hear the dress was damaged and wasn't in the condition you expected them. Please could you send a clear picture of the fault to our customer service team along with your order number through our social media help pages and we'll get this sorted for you. Thanks Usman

Posted 4 years ago

“Some of the clothes received were cheap materials with threads hanging from one of the dresses ,leggings were see through and sizing way off ,I'm normally a size uk 6 but had to order leggings in size four as ones i ordered in a six were way too big .”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear the the quality wasn't on point and the sizing wasn't up to our usual standard. I've raised this with our quality control team, so they run further tests on the items to make sure this was a one off and pass on any feedback to our suppliers to reduce the chances of this happening in the future. Please return any unsuitable items back to us for a refund in the usual way and our warehouse will process a refund back to the original payment method once they log the returns back. Thanks Usman

Posted 4 years ago

“I purchased a denim jacket and paid for next day delivery and it had a strong smell of mothballs, hence I could not wear it on the night. I’ve obviously washed it since as I like the jacket however; when I raised this issue to customer service in the hopes of a credit on my account or discount code, the lady told me that as I’d already solved the issue myself, my complaint was invalid. This was regardless of me explaining that other than the smell, the jacket was in a good condition, so of course the sensible thing to do would be to wash it. I often have quality issues with PLT and before this occasion, stopped shopping there for over a year, which I can definitely see myself doing again.”

Helpful Report

Posted 4 years ago

Hi Mariah, Really sorry to hear that your item arrived in this condition, I appreciate how you feel and I would love to help. So what I have done for you Mariah is process a full refund for the jacket and the £22.50 will hit your bank account no later than the 17th of September. I hope you have a great day and take care. Thanks Jordan

Posted 4 years ago

“I bought five pairs of biker shorts, and my first day wearing the black ones and they ripped down the middle.”

Helpful Report

Posted 4 years ago

Hey Yulianna, I'm really sorry to hear the shorts have ripped on the first wear, I'd love to get this sorted for you. Please can you get in touch with our customer service team with your order number, email address and a photo of the fault 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 4 years ago

“I used to like shopping with this company but from now on I will not be using the. You pay for next day delivery and 3 days later still no delivery! You contact customer services and just get lied to and told to wait another 24hrs. This has happened on more than one occasion! Absolutely rubbish customer service!!! Would not recommend this company!!!”

Helpful Report

Posted 4 years ago

Hey, I'm sorry to hear your order was delivered late and our customer service team didn't get this sorted for you. I've looked into the reason your order was delivered late and can see it was delayed at the depot. We're always working with our courier partners to ensure orders are delivered on time and when this doesn't happen, investigate the cause and put actions in place to reduce the chances of this happening in the future. Thanks Usman

Posted 4 years ago

“Terrible quality - dress with no seams. See though material in shorts and jumpsuit. Customer service advised me to 'dispose' (not very environmentally friendly) or 'return'. Can't return as I live outside the UK and it would cost too much. Beware of fast fashion. Garments are not of merchantable quality or for for purpose. I'll will make them into rags for cleaning and try to avoid them ending up in landfill.”

Helpful Report

Posted 4 years ago

Hey Sinead, Thanks for letting us know and I'm sorry to hear about your experience. I've raised this with our customer service team, so they can look into the wording better, as I appreciate what you're saying. You're able to donate the items to charity if you prefer but I like your idea of recycling at home to help the environment. I have also passed on your feedback to our quality control team, so they can look into this and pass on feedback to our suppliers and buying team, to improve the quality on the future. Thanks Usman

Posted 4 years ago

“Ordered something via express post and the date stated my package would arrive ON or BEFORE the 6th of AUGUST. Not even an email stating late arrival until the 12th of Aug and then the package didn't arrive until the 18th of August. Bit disappointing with the lack of communication.”

Helpful Report

Posted 4 years ago

Hey Stevie, Thanks for letting us know about this and I'm really sorry your order was delivered so late. I've refunded the delivery fee back to card and the invoice will be updated within 48 hours. I've looked into this for you and due to strict entry requirements, the order was delayed getting into the country and then passing through customs, which caused the delay on this occasion. Due to the ongoing conditions, around the world, we're not able to always get in touch if there's been a delay in the shipment, however, all our orders are fully tracked. Where possible, we get in touch with as many customers to let them know about delays once we're notified by our couriers. Thanks Usman

Posted 4 years ago

“My leather trousers stank of fish so badly. I opened the package and the Odour stank out the whole house. I ended up throwing the pants away. I am usually a loyal PLT customer but it looks like I won’t shop here again.”

Helpful Report

Posted 4 years ago

Hey Maisie, Sorry to hear the pants arrived in this occasion. Please return them back to us and our warehouse will teams will be able to investigate this with the supplier and take action to reduce the chances of this happening in the future. They'll also be able to process a refund for the pants once they've been logged back. Thanks Usman

Posted 4 years ago

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