PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,346 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

Questions

Metrics

2.6

Based on 2,346 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

“ordered a large amount of items for xmas presents, I would say 50% of which had to be sent back due to quality issues, holes in seems too large too small, I find the sizing and quality have dramatically gone down hill, I've ordered from plt for a few years now but and was always quite happy with the product, but just lately the quality has been awful. very disappointing”

Helpful Report

Posted 5 years ago

Hi. I'm so sorry the some of the items have arrived in a poor condition! I've dropped you email so that I can get this sorted out for you. - Shahbaz

Posted 5 years ago

Hi, Sorry to hear you were not pleased with some of your purchased items. I have asked for this to be looked into with our quality control team to ensure all products are to the highest standard. I've had a look into your order and can confirm we have issued a refund for the returned items. If you need anything in the future, please don’t hesitate to contact us on customer.service@prettylittlething.com and we will get any issues resolved for you. Thanks Kay

Posted 5 years ago

“I place a large order because I was going on vacation. I paid for the expedited shipping when I receive the order every one of the sizes was wrong. They charge me a return shipping plus the $16 that I paid for expedited shipping and they refuse to refund me all those shipping fees even though it was their fault. Don’t order from this company they are complete scam scam scam scam.”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry about this! I can see you've been in touch with us on trustpilot and I've just responded to you on there. - Shahbaz

Posted 5 years ago

Hi, So sorry to hear you received the wrong sized items from this order. Please can you contact us on customer.services@prettylittlething.com with a clear picture of your returns postage receipt. As a gesture of good will I would like to refund the cost incurred to return the items back to us. Thanks Kay

Posted 5 years ago

“When I tried to pull p and print a return shipping label to return my order the website said "We cannot find this order." But the virtual assistant was able to pull up my order with no problems. There were no live assistants available I do not have anyone I can speak to directly. Seems like a sham.”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry about this! I've sent you an email to get this sorted out for you. - Shahbaz

Posted 5 years ago

“Worst quality item I think I’ve ever received. There’s no way it was ever tried on a person in the creation process. Just two pieces of fabric blindly stapled together and shipped out. Strangest piece of clothing I have ever witnessed. I ordered a white sweater dress. Very simple - was supposed to have a mock neck and long sleeves and then just hang as if it’s a longer version of a loose sweater but I don’t know what that thing was that they shipped me. I am shook.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your sweater dress. Please could you return this back to us, using our low cost returns portal - https://usprettylittlething.intelligentreturns.net/main/landing Once the returns start tracking on the way back to us, a refund will be processed to the original payment method. If the sweater dress is really different to whats shown on site, please message our customer service team with a clear picture of the dress and they'll be able to advise further. Thanks Usman

Posted 5 years ago

“Ordered NEXTDAY delivery last Thursday, parcel still hadn't arrived I've messaged pretty little thing via Facebook messenger and they have to be the most unhelpful company I've dealt with in a long time, they couldn't care less that the parcel hasn't turned up. All they keep telling me is maybe it will arrive today when I know for a fact it won't as the courier doesn't work Sundays it they won't listen and find out where my parcel actually is. This is disgraceful as £5.99 for next day and they won't help or don't care. How are companies like this still trading with customer service like that!!!”

Helpful Report

Posted 5 years ago

Hey Emma, Sorry to hear your order hasn't landed with you and you didn't love our service this time. I fully appreciate where you're coming from, however, investigations with the couriers can take a while to complete, as they have to search their depots and vans. Most of our orders are also out for delivery on Sundays, so I've raised this with our logistics team, so they can chase this up with the courier company and find out why your orders aren't being delivered on Sundays. Thanks Usman

Posted 5 years ago

“I have NOT received my order. I’ve emailed support multiple times. Please advise promptly.”

Helpful Report

Posted 5 years ago

Hey Camille, Sorry to hear your order didn't land with you. I've checked this for you and USPS attempted delivery on December 5th. As there was no-one available at the time to accept the order, it was held for collection. I can see you've now collected the order, as USPS have advised the order has been delivered. I hope you love your haul and if there's anything we can help with, our customer service team is here 24/7. Thanks Usman

Posted 5 years ago

“First time ordering. Received a size 12 and ordered an 8. Big difference in size. More like "Uglylilthing" Very disappointing.”

Helpful Report

Posted 5 years ago

Hey Brandy, I'm sorry for the confusion with our sizing. As we're UK based, all our items are labelled in UK sizes, however, this would be the equivalent to the US size ordered. You can view our size guide here - https://www.prettylittlething.com/size-guide If you still don't love your threads, you can return them back to us for a refund, using our low cost returns service - https://usprettylittlething.intelligentreturns.net/main/landing Thanks Usman

Posted 5 years ago

“I just will not order from PLT anymore. I ordered three times from PLT and the items I received so far were cheaply made and not as advertised. My entire first order was returned because everything, EVERYTHING was cheaply made. However, I ordered a second time because the jacket was really cute and I couldn’t imagine having any issues with that. WRONG! The color was deceiving. They refused to refund for my shipping cost. Unfortunately, I placed a third order about the same time as the second order (silly me) and I’m really hoping this third order is decent enough otherwise, it will be going back as well.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you don't love your haul. We don't usually refund the shipping if the order is delivered on time, as most of our customers love their threads. Please return any unsuitable items back to us, using our low cost returns portal - https://usprettylittlething.intelligentreturns.net/main/landing Thanks Usman

Posted 5 years ago

“Very poor quality clothing. Not stitched properly which resulted in it unravelling and a large hole forming. Replacement item sent to me. Same poor quality. Waistband not stitched properly on this and detached from bottoms. Bad stitching is obviously not a one-off. Rubbish quality.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your garms weren't on point. I've raised this with our Quality control team, so they can check the stock and make sure the supplier lives up to our high standards. Please drop our customer service team a message with a picture of the fault and they'll be able to get this sorted. Thanks Usman

Posted 5 years ago

“my order never arrived”

Helpful Report

Posted 5 years ago

Hey Emily, Sorry to hear your threads didn't land with you. I've checked the tracking for you and the order is showing as being returned by the courier due to a problem with the address. The items were refunded back to the original payment method on December 20th. It'll show in the account by the end of January 2nd at the latest. If you would still like the items, you can order them again from our website, please double check the address to make sure it includes any apt number and is correct. Thanks Usman

Posted 5 years ago

“Did not receive my order”

Helpful Report

Posted 5 years ago

Hey Deja, Sorry to hear your order hasn't landed with you. I've looked into this for you and the order is showing as being held for collection. Please contact USPS and they'll be able to arrange another delivery. I've sent you a message letting you know the tracking number, so you can contact them directly. Thanks Usman

Posted 5 years ago

“The quality of the dress was awful”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your haul. I've passed on your feedback to our quality control team, who'll check the stock and work with our supplier to improve the quality whilst maintaining our competitive pricing. Thanks Usman

Posted 5 years ago

“I still haven’t actually received my parcel due to Hermes! I ordered it on Thursday the 12th and I pay yearly for next day delivery, I was told my Paracel was with the courier however it still has not arrived!”

Helpful Report

Posted 5 years ago

Hey, Really sorry to hear your order is so late. I've looked into this for you and it looks like the order was misplaced at their depot. Our logistics team have spoken with the courier to find out what happened and what we can do to reduce the chances of this happening in the future. I've can see the courier has been able to locate the order and it's now been delivered. If it's too late, please return them back to us and we'll get this refunded ASAP. Thanks Usman

Posted 5 years ago

“A pair of dress on sale I bought for a present but couldn't give it because they were two holes spreding down to whole length of the dress. Ridiculous. I wouldn't consider probably buying again.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your dress arrived like this. Completely understand where you're coming from. Please drop our customer service team a clear picture of the holes and if we still have them in stock, we'll be happy to get another one sent out. Thanks Usman

Posted 5 years ago

“Literally the worst, lost my package for days, when I got it the items looked COMPLETELY different then the pictures and the sizes were all out of wack. Horrible, will never purchase here again”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't receive your haul on time. Our logistics team are looking into what happened and what steps we can take to reduce the chances of this happening in the future. I've flagged this with our Quality Control team and they'll keep an eye on your returns and check them against our size guide, speaking to our suppliers if necessary. Thanks Usman

Posted 5 years ago

“my items the never got here on time, what order it doesn’t look like there online pictures, one item was a hat and the hat should be pack in a box not in a bag to avoid any damage to this item, now this hat is damage and for them to replace is gonna cost me shipping. If costumers are paying for shipping it means that we should get our orders in a better condition and on time. Also I order some earrings and they are very ship for what they are selling them in there website. They clothing looks ship is well. Long time ago I order from this side before and they clothing it was better and got my items on time, I hope they get better.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your haul and it arrived late. I've refunded the shipping cost and it'll show back in the account by the end of January 3rd at the latest. I can see you've been in touch with our customer service team and they've sent you a free returns code, so it won't cost you to return any of the items back to us on this occasion. Please log your returns on our portal here - https://usprettylittlething.intelligentreturns.net/main/landing Thanks Usman

Posted 5 years ago

“i paid for express shipping, then they lost my package AND the items that i ordered looked nothing like they did online. extremely disappointed and would not recommend”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order was lost and you didn't love your haul. I've checked this for you and the order was misplaced at the depot, so they couldn't get it to the driver in time. Our logistics team are working with them to see what steps we can take to stop this from happening in the future. If you don't love any of the items, you can return them back to us for a refund, using our free UK returns label. Thanks Usman

Posted 5 years ago

“Clothes do not look like they do in pictures, sizes are wrong”

Helpful Report

Posted 5 years ago

Hey Brooke, Sorry to hear you didn't love your haul. I've passed on your feedback to our studio teams, so they work to make sure the images better match the items and reduce the impact of studio lighting. As we're UK based, all our items are labelled in UK sizes but it would be equivalent to the local size you ordered. Any items you don't love, you can return for a refund, using our low cost returns service/portal. Thanks Usman

Posted 5 years ago

“I ordered my parcel and it didn’t arrive for a month even though it was supposed to arrive 5 days later and I stopped getting updates to where it was then it arrived yesterday however in the wrong colour!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order was so late and you received the wrong colour. Totally get where you coming from. I've refunded the postage cost and it'll show back in the original payment method by the end of 10/01/20 at the latest. Please return this back to us and once our warehouse log the returns back, they'll process a refund and send you an email to confirm once the refund has been processed. Thanks Usman

Posted 5 years ago

“I brought some boots the zip broke on them, wore them twice, I’ve emailed and sent a message on Twitter and have completely ignored so will never buy anything eles from this company, been ignored for nearly 3 weeks now!! Not a happy customer”

Helpful Report

Posted 5 years ago

Hey Kirsty, Sorry to her the zip broke and you've not received a reply. Please could you check to make sure you're following our customer service help page and then send us a DM with a clear picture of the zip, along with your order number. Depending on your privacy settings, we may not be able to see your tweet if you're not following us. Alternatively, you can get in touch with us via Facebook, Insta, Whatsapp or email through our website. Thanks Usman

Posted 5 years ago

PrettyLittleThing.com is rated 2.6 based on 2,346 reviews