PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.58

2.6 Rating 2,357 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

Questions

Metrics

2.6

Based on 2,357 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

“Very poor customer service, sizes are off by loads and when you return they take around 2 months to give your money back. I’ve had many problems with them now every other time I would just go back to them but why make someone a business when they never give you help when needed AVOID AVOID AVOID”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you didn't love your haul and the sizing was all over the place. 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 team, who'll run further checks on the items and pass on any feedback to our buying teams and suppliers. We'll work with them to improve the process and to keep our clothes to our size guide as much as possible. Depending on where your returning from, returns times vary depending on how busy the courier is and the shipping/ferry routes into the UK. We constantly review and work with our courier partners to ensure we offer the best service possible for deliveries and returns. Thanks Usman

Posted 6 years ago

“Shocking Quality 3 orders in 2 months 1st - clothes had clearly been worn and returned 2nd - Item the the seam wast stitched properly 3rd - 2 dressed that are so small they fit my 6 year old daughter. they don't even cover my hips We you contact customer services you get to it's not 'their normal quality' Well it clearly is otherwise it would be a 1 off. I have paid for the years delivery. Thankful i haven't had to pay each time. After this I wont and recommend no one else orders from them.”

Helpful Report

Posted 6 years ago

Hey Helen, Sorry to hear you didn't have a great experience with us. I've passed on your feedback to the different teams in the business, so they can look into how these happened and what measures we can put in place to reduce the chances of this happening in the future. We offer returns in the UK, so please return these back to us and a refund will be processed back to the original payment method once they've been logged by our warehouse. Our teams will also keep an eye out for the returns and use them as evidence in their investigations. Thanks Usman

Posted 6 years ago

“I ordered a few things at the beginning of May, and it said it would arrive in 3 weeks. It took over a month for it to come, and I have to return it all anyways because the quality it absolutely terrible. I also had to pay to return their bad clothes. The clothes look nothing like how they do on the models. They use cheap materials for their clothes, and they aren't flattering at all. Save your money and spend it at Fashion Nova instead. If you take one thing away from this please do not buy from them.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your haul didn't land with you in time and you didn't love them. I've passed on your feedback to our logistic and quality control team, so they can look into this. They'll pass on an feedback to our courier partners and suppliers, to ensure we improve our service going forward. Depending where you're returning from, we're not able to offer free returns, however, we do have a returns service to keep the costs as low as possible and is fully trackable. Thanks Usman

Posted 6 years ago

“The joggers are like paper. My size didnt feed at all (I mesured from the sizeguide). Had to return 3 out of 5 clothes. Quality was BAD”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you didn't love your haul and the sizing wasn't on point. I've raised this with our Quality Control team, so they'll run extra checks on the joggers and pass on any feedback to our suppliers. Sizing can vary depending on the style and fitting of the items but we try to stick to our size guide as much as possible, so we appreciate you letting us know. Once our warehouse receive the returns back, a refund will be processed to the original payment method. Thanks Usman

Posted 6 years ago

“So bad would not buy EVER again!!!! the seeming were unraveling and such bad quality, spend £95 and had to return EVERYTHING 😭😔😡”

Helpful Report

Posted 6 years ago

Hey Elly, Sorry to hear you didn't love your haul. I've passed on your feedback to our Quality Control and buying teams, so they can reach out to our suppliers to look into the quality whilst maintaining our competitive pricing. Once our warehouse receive and log back our returns, a refund will be processed back to the original payment method. Thanks Usman

Posted 6 years ago

“Literally the worst place to order from. They sent FedEx an empty package and when I questioned why I had never received my items (not knowing about the empty package), prettylittlething assured me I would be receiving it. Once I called FedEx, they told me the package was empty and apparently they have been having this issue with this brand A LOT. I spent over $100 just to never get my clothes and they refuse to give me a refund. Check their instagram comments and you'll see people with the same issue. SAVE YOURSELF AND DO NOT ORDER FROM THIS SHADY BRAND.”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your order was empty. Our parcels are picked and packed in our warehouse, with processes in place to ensure the weight of the parcels are in tolerance. I'll raise this with our warehouse and logistics team, so they can reach out to the courier to find out how the parcel was empty and find out where the error occurred, so we can work with them to stop this from happening in the future. Fedex haven't reached out to us or let us know the parcel is empty, so we would need to allow a little longer for this to be investigated and for them to confirm the status of the order. If your order doesn't land with you after the investigation, we'll definitely be able to get this sorted for you. Thanks Usman

Posted 6 years ago

“Do NOT spend your money here ... it’s a joke, bad quality horrible customer service, almost impossible to contact them ! The selection is blah ..”

Helpful Report

Posted 6 years ago

Hey Kat, Sorry to hear you've not been able to reach out to our customer service team. You can reach out via Insta and Twitter CS pages or through Private Message on our Facebook. We're here 24/7 and happy to sort out any issues. Thanks Usman

Posted 6 years ago

“I am actually absolutely furious at this company.for abouy two months on going to 3 months im still waiting for my refund please customers this company is horrible not only have they kept my items of clothing but i have not even got my money back im sick of money hungry company's that dont service the customer and just palm them off . But happily take your money its so sad that company in this world just take from people and dont serve them for the greatest and highest good for the customer i will NOT be shopping with this company ever again and will make sure i put out there how much they didnt help and palmed me off.”

Helpful Report

Posted 6 years ago

Hey Sonia, Sorry to hear you've not received your refund. I've not been able to locate your order with the email address provided, so couldn't chase this refund up for you. Please let us know the order number and email address linked to the account and we'll be able to investigate this for you. Thanks Usman

Posted 6 years ago

“I ordered on 5/27/20 two dresses for my graduation coming up in hopes that they’d be a decent quality for a low price... here we are 6/14/20 and I have yet to receive anything. It’s after my expected delivery date of 6/10 and the fedex tracking continues to say pending... I not only called customer service and had no help whatsoever with the robot I also emailed customer service 3 days ago with nothing back. Highly disappointed and upset I most likely won’t even get to wear one of the dresses I bought specifically for this occasion.”

Helpful Report

Posted 6 years ago

Hey Kam, Sorry to hear your order hasn't landed with you, especially as they were for graduation. I've looked into this for you and it looks like the order has been delayed in customs and is being held. Once the order has been cleared, the tracking will update and Fedex will provide a new ETA. As the order is late, I've refunded the $8.99 shipping fee back to PayPal and it'll show in the account by the end of June 17th at the latest. Thanks Usman

Posted 6 years ago

“I returned an order a month ago due to being to big and I had them shipped back on my own Expense still no refund”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear you've not received your refund. Please could you reach out to our customer service team via our social media help pages and we'll be able to look into this for you. Thanks Usman

Posted 6 years ago

“No Parcel and no refund”

Helpful Report

Posted 6 years ago

Hey, Sorry to hear your threads haven't reached you. Please could you reach out to our customer service team our social media help pages with your order and they'll be able to look into this for you. Thanks Usman

Posted 6 years ago

“So my daughter wanted a few pairs of shorts. They are definitely not as the picture when they arrived. You can see through them so much you could read the label. I would of attached photos as I am in so much shock I was crying with laughter when she said are these see through, I had to take a picture. It’s not let me attach the photo.”

Helpful Report

Posted 6 years ago

Hey Sanchia, Sorry to hear you didn't love your haul. That's definitely not our style. I've flagged this with our Quality Control team and they'll investigate, passing on any feedback to our buying teams and suppliers. Please return the shorts back to us and you'll receive a refund once our warehouse logs them back. Thanks Usman

Posted 6 years ago

“I ordered my items on 05/28/20, paid for express shipping, and it said that it would be here on 06/05/20 it also said that the estimated delivery is accurate which is untrue. I still havent recieved my order and i cannot get in touch with customer service plus the estimated delivery date still says 06/05/2020”

Helpful Report

Posted 6 years ago

Hi there, So sorry for the delays. Due to the pandemic we're still seeing delays occurring across the world, please allow a little longer for your order to arrive. It should be with you any day now. Our customer service team have refunded the delivery charge you paid due to this. Thanks, Chris

Posted 6 years ago

“I believe they have downgraded in the materials they previously used. Was disappointed in the clothes I had received and returned half of them. Never ordering again.”

Helpful Report

Posted 6 years ago

So sorry to hear that you're not happy with the quality of the items you received. If you email us at customer.services@prettylittlething.com with the details of your order and let us know what was wrong with each item, we'll let our quality control team know so they can check them out and make sure all is good. Thanks, Chris

Posted 6 years ago

“My order has been saying being delivered . Still hasnt came spent over 300$ !!!!!!!!! Should've read the reviews , like can i take legal action wth”

Helpful Report

Posted 6 years ago

So sorry to hear that you've not received the order Trinity. The courier reported that they handed your order to the concierge at your address on June 1st. Please can you check around the property to see if it has been left in a safe place? If you still can't find it, please send us an email at customer.services@prettylittlething.com to let us know that you've checked around and still can't find it. We'll get it sorted ASAP. Thanks, Chris

Posted 6 years ago

“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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

PrettyLittleThing.com is rated 2.6 based on 2,357 reviews