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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bad customer service . I tried Contacting them via email and also try to shoot them a message on Instagram yet no updates on my package. It’s been quite a long time now and I need my items for a function. The fedex website said it should be there at 10:30am on the 28 of May but nothing came. It has been dispatched but I am receiving no updates on my package. I ordered two items and I expect to get them. If you’re doing business then you should do it professionally. This is a lot of bs and I am so pissed. Not to mention I paid extra for express shipping. This is ridiculous”

Helpful Report

Posted 5 years ago

Hey Danielle, We're so sorry for the delay with the delivery of your order. This was delivered on June 3rd, I've refunded the $9.99 delivery charge you paid because of the delays. This will show back in your account no later than next Monday. I've checked for contacts from you but haven't been able to find any. Our general customer service email address is customer.services@prettylittlething.com if you have any questions. Thanks, Chris

Posted 5 years ago

“Worst service ever!! I ordered on May 18th and my order was supposed to arrive this past Tuesday, May 26. I continuously check the tracking to see no change in estimated delivery time and when I called FedEx, they told me customs had received the packaging with no content!! There is no customer service for me to get in contact with about my order. This is very frustrating!!!!!”

Helpful Report

Posted 5 years ago

Hi there, We're so sorry that about what happened. We are investigating this as a matter of urgency to ensure it doesn't happen again. A claim has been filed with our courier and we issued a full refund for your order on June 3rd. This should be showing back in your PayPal account by now. Let us know if we can do anything else to help. Stay safe, Chris

Posted 5 years ago

“Absolute joke. I spent over £200 on PLT hoping to get some decent summer clothes to last the season however, the quality and look of the clothes is absolutely appalling.”

Helpful Report

Posted 5 years ago

So sorry to hear that you're not happy with the quality of your items. Please return the items to us for a refund so that we can check them out. Full information on how to return items can be found at https://www.prettylittlething.com/returns-policy Thanks, Chris

Posted 5 years ago

“I brought a next day delivery for a year and now it’s been cancelled because of the update and I’ve had to pay it again?”

Helpful Report

Posted 5 years ago

Hey Tay, Sorry to hear you've been charged again for Royalty. Please could you reach out to our customer service team via our social media cs pages and they'll be able to get this sorted for you. Thanks Usman

Posted 5 years ago

“Worst company ever. They manipulate customers over the companies mistakes. They put the wrong address on my package back in 2019 and courier had to send it back and then they blamed me for not filling the address properly even though I showed them picture proof that my account shipping details were properly completed on my end. They finally admitted their mistake and sent me the full refund for shipping too. The same thing happened this year, and this time they refuse to believe they did anything wrong with the address even though I showed them full proof that they did. This time I don't know if I'm going to get my shipping fee back because the girl I was talking to was even more manipulated with her messages. Please don't order from this site, I learned my lesson. Never again.”

Helpful Report

Posted 5 years ago

Hey Leena, Sorry to hear your order was sent to your old address. You're able to check/change the address at the checkout before the order is placed. As this has happened before, I would recommend updating the saved address you have in your PLT account. On some occasions, we may be able to ask the warehouse to change the order before an order is dispatched, however, this would be a best endeavor attempt. Thanks Usman

Posted 5 years ago

“If you have any curves to your body I wouldn’t order clothes from here!! None of the clothes I have ordered are true to size and it is impossible to get in touch with customer care for returns or refund. I have sent emails over the last few days and no reply. Also paid for next day delivery and it arrived late. I would definitely avoid shopping here!”

Helpful Report

Posted 5 years ago

Hi Amanda, sorry to hear your not happy with your order, we have a handy size guide to help when picking your items to help choose whats right for you, this can be seen here: https://www.prettylittlething.ie/returns-policy I've dropped you a private message to help make your return Thanks, Alex

Posted 5 years ago

“Disgusting company!! Absolute thieves!!!! Sent the tat back they sent me (awful quality, don’t waste your time!) and still haven’t received my refund 2 months later!! Please avoid this company as they are vile, disgusting thieves who pretend they don’t receive your returns, which you will return because the clothes are substandard tat!! Stick with boohoo, misguided or I saw it first! Much better quality and customer service then theses nobody’s.”

Helpful Report

Posted 5 years ago

Hey Lindsay, Sorry to hear you've not received your refund. Please could you reach out to our customer service team with a clear picture of the postage receipt, with the tracking information for the returned parcel and we'll look into this for you. Thanks Usman

Posted 5 years ago

“Since my last review I have returned my order on the 3rd of May, have got in touch because still no refund.. they have come back to say they haven’t received my return but can take up to 15 days and to wait until 31st May. This doesn’t make any sense because that would mean 4 weeks from sending back! Please can someone sort this out for me I really don’t want to wait another 2 weeks when I’ve provided proof of postage!”

Helpful Report

Posted 5 years ago

Hey Leah, Due to social distancing guidelines with our courier partners and our warehouse, returns are taking longer to be delivered back to our warehouse. It's also taking slightly longer than normal for our warehouse to produce returns, so we would need to allow longer than normal for returns to be delivered and processed by our warehouse. Thanks Usman

Posted 5 years ago

“This company is literally a SCAM. I ordered 2 masks and despite the emails confirming the order, the delivery of said order and CHARGE to the credit card, NOTHING has arrived and the customer service claims they cannot find the order. This is a complete SCAM.”

Helpful Report

Posted 5 years ago

Hey Ron, Sorry to hear your order hasn't landed with you. I've not been able to locate your order with the deets provided. Please could you reach out to our customer service team and they'll be happy to get this sorted for you. Thanks Usman

Posted 5 years ago

“Ordered three 'The Ordinary' skincare products on the 10th of may, still haven't received them. It's been over a week for the date they were supposed to ship. Can't get a refund because the actual products haven't even arrived! Please get me my money back.”

Helpful Report

Posted 5 years ago

Hey Jessica, I'm sorry to hear your order hasn't landed with you. I've not been able to locate your order with the deets, so I've not been able to chase this up. Please reach out to our customer service team and they'll be happy to look into this for you. Thanks Usman

Posted 5 years ago

“First time ordering from them and not a great first impression. Out of 7 items I ordered I am missing 3 of the items. I shouldn't have to wait 48 hours for someone to contact me. They either need to send my 3 shirts that I am missing or refund my money back!!!!!”

Helpful Report

Posted 5 years ago

Hey Brittany, Sorry to hear you were missing 3 items from your order. We're looking into how this happened with our warehouse and the courier, to reduce the chances of this happening in the future. You can also reach out to our customer service team via our social media help pages and we'll get back to you sooner. Thanks Usman

Posted 5 years ago

“I ordered some pyjamas and a gown over 2 weeks ago and I had a set date it was meant to Arrive. It has been a week since it’s due date and I havnt received any emails from PLT or AUSpost. I want to know where my order is. Definitely won’t be buying from them again sadly :(”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear you have not received your order yet, I've located your order and taken a look into this for you, I've dropped you a private message with details on your parcel. Thanks, Alex

Posted 5 years ago

“I order 4 items over a week ago, paid for express shipping which should have arrived 2 days ago or even before, as it states on the tracking email. The “tracking” shows me nothing. It says information received by the delivery company on the day I ordered and absolutely nothing since that day. I have tried to get in contact with PLT. I get stuck on some silly chat window with a bot called Madison who repeatedly asks me for my order number and shows me exactly what I already know. It is impossible to find a contact email or number to contact a human person to resolve any issues. I feel like I’ve been scammed and am so disappointed.”

Helpful Report

Posted 5 years ago

Hi Emma, Sorry to hear you have not received your parcel yet. I've taken a look into this for you and have sent you a private message with further info. Alex

Posted 5 years ago

“BILLIONAIRE owner of Pretty Little Thing is furloughing staff during a global pandemic. And despite him not having to pay tax living in Dubai, the tax payers in the UK are assisting?!! If the headlines are true, I will never shop here again. Umar Kamani should be ashamed of himself.”

Helpful Report

Posted 5 years ago

“Ordered a pair of black leather shorts before lockdown started in Ireland for a night out and the zip came broken tried to return it but there was no option for my return was just saying stuff about size returns and all decided to just wait and get the zip fixed but absolutely horrible to be sending back out faulty returns would not recommend!!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear the shorts arrived with a broken zip. Please could you send a clear picture of the fault to our customer service team via email or our social media help pages. They'll be able to get this sorted for you. Thanks Usman

Posted 5 years ago

“Daughters ordered dresses from pretty little things. When they came they looked nothing like the pictures. One was completely see through and the others look tacky! Will not be ordering from this site ever again. After saving their pocket money they have wasted it on rubbish. No point sending back after reading poor reviews on refunds!”

Helpful Report

Posted 5 years ago

Hey Hayley, Sorry to hear they didn't love their haul. If you're returning from the UK, all our returns are fully tracked and you'll be given a receipt by the post office when you return over the counter, which will allow you to keep an eye on your returns. We'll also be able to check the stock and compare them to website, to make sure the items are correct and the images on site correctly match the dresses. Thanks Usman

Posted 5 years ago

“These people sent my package some place else! I ordered 230$ worth of clothes and they stole it from me!! They sent me to go pick it up at the supposedly place it was sent and they told me no packages were delivered there! It is a shame since I have so many years buying from this company!! They pretended like they sent the item but they never did!! They are a fraud they are horrible people they don’t care about your needs!! They don’t deserve our money!! They are a fraud fraud fraud fraud!!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you've not been able to locate your order. I've looked into this for you and the courier has advised the order was delivered to the address provided when the order was placed. You're able to check your order history and the confirmation to confirm the address you provided when the order was placed. You would need to check at the address provided for your order before we can investigate this further. Thanks Usman

Posted 5 years ago

“These people are a fraud!!! Don’t buy from them!! They stole 230$ from me!! Please people their customer service is horrible!! They don’t care about you they don’t care about what happened to your package!! Don’t fall for this!!!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you feel this way. Please could you reach out to our customer service team via email or our social media help pages and they'll be able to get this sorted for you. Thanks Usman

Posted 5 years ago

“Lead to believe they would cover my shipping costs 😡 So after three weeks of emails back and forth with pretty little thing, the result has been disappointing. Firstly I ordered 2 items: leggings and a top, however I was charged for duplicates re: 4 items x2 leggings/ x2 tops. (They later refunded me for the extra two items) but I still had to fork out for the returns of these items. As this pandemic is going on there are so printer facilities so I stated on email I would not be able to print off and use the 'print off-free of Charge returns form'. They said in writing no problem let's continue with the returns procedure we will look after you, I was delighted, this was my first time retuning items to PLT so I was going off what they told me to do. I was fully assured all costs would be covered for this blunder. Once I received my refund for the items the shipping costs where not covered, after going back and pleading my case till the very end communicating with at least 6 different employees, they went back on thier word professed they never offered to pay my shipping cost and that I made it all up, I feel extremely lead on, I feel they were sly in there dealings with my a valued customer, little empathy to my situation, being frontline staff in one of the largest hospitals in Ireland. I will be boycotting PLT, and recommending my family and friends not to use this site, aswell as bringing it further to the customer protection services.”

Helpful Report

Posted 5 years ago

Hey, Sorry for the confusion regarding your returns. I've looked into this for you and I've not been able to find the email where we advised the returns postage cost would be returned. The only message I could find regarding the returns advised we've extended our returns time frame and you can return them once safe to do, so you could return once you're able to print off the free returns label. If you can send us the email where we advised the returns postage cost would be reimbursed, please send it to us and we can investigate this further. Thanks Usman

Posted 5 years ago

“This is the first time I've used this company. I ordered over a wk ago received email package was dispatched received tracking number. The courier site specifies no information but says label was created awaiting shipper to provide info. I paid for the fastest delivery and still package hasn't moved. I cannot reach customer service as no phone number. This is weird and concerning I did find email address and sent email. I will likely not order again no way to reach anyone is sketchy for me and I spent over 300 dollars and there's no telling when my package will ship or if I will ever get it.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order was late and the tracking didn't update for a while. We don't have an inbound customer service number, however, you can reach out via email or our social media help accounts. I can see you've been in touch with our team and the shipping costs have been refunded back to you, as the order was late. The order was held up being processed at one of the couriers depot. I can see the order has now been delivered I hope love your haul. Thanks Usman

Posted 5 years ago

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