PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,347 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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Metrics

2.6

Based on 2,347 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 item 3 weeks ago. Never received. Claim filed with paypal to receive refund. Presently waiting for process.”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry that you haven't received your parcel on time. I've looked into the order and can see that we've refunded you for the shipping and that the courier has advised to contact them to rearrange delivery as no one was available to sign for the delivery on 28th Oct 2019. I've dropped you a private message with further info. - Shahbaz

Posted 6 years ago

“Paid for next day delivery, order arrived a week later! Customer service was absolutely shocking! Noone could tell me where my order was, no refund offered.”

Helpful Report

Posted 6 years ago

Hi Katie, I'm so sorry to hear that the customer service team wasn't able to track your order and that your parcel was delivered late. I can see the from the tracking, our courier was experiencing some technical issues with their system so we were unable to track the whereabouts of parcels for a short while. I apologise for any inconvenience caused. I'm glad to hear that you've received your parcel and I've also refunded £5.99 paid for delivery to your bank card. The money will bounce back into your account by 11th Nov 2019. I've also dropped you a private message in regards to this order. - Shahbaz

Posted 6 years ago

“The arrival dresses were super delayed, Matthew D. kindly assisted me in locating the. He was the best part of the experience. The dressed, however, were a hot mess.”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry to hear the dresses arrived in a poor condition. Don't worry as we've got you covered. I've sent you an email so I can get this sorted out for you. - Shahbaz

Posted 6 years ago

“I ordered and paid for Express post and it took 5 days to arrive definitely disappointed as I needed my purchase for a event as for the quality of their products im satisfied.”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry that your parcel was delivered late and understand why you feel disappointed as you planned to wear the items for an event. I've dropped you a private message with further info. - Shahbaz

Posted 6 years ago

“Every item I ordered was the wrong size. This is the second time this has happened to me when ordering from this company.”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry to hear that we've sent you out the items in the wrong sizes. I've sent you an email so I can look into this further for you. - Shahbaz

Posted 6 years ago

“I got sent a 30% off everything code, so I filled up my basket and went to checkout just to find out that the code did not work, so disappointed. What is the point of sending customers codes that do not work.”

Helpful Report

Posted 6 years ago

Hi Simi, I'm so sorry to hear that the discount code we sent you didn't work. I've dropped you a private message so I can look into this further for you. - Shahbaz

Posted 6 years ago

“I ordered 3 dresses in eu size 38 (one size up than my regular size 36), dresses are so small that they fit to person that wears size 32.”

Helpful Report

Posted 6 years ago

Hi Ana, I'm sorry to hear you're not happy with the sizing. I have flagged this up with our stock team to look into further. If the clothes are unsuitable, feel free to return these back to us through your local post office for a refund. I've dropped you a private message with further info on how to return. - Shahbaz

Posted 6 years ago

“I paid for one year of next day deliveries. I ordered shoes on monday and my email stated I would receive them "on or before Wednesday 23rd October" I was depending on that next day delivery so I could bring my shoes to a wedding in Spain but they haven't arrived so now I've to find shoes somewhere else which I dont have time for! So what did I pay for next day delivery for a year for if you are not going to follow through on the promise that you made and that I paid for!! I'm so angry!”

Helpful Report

Posted 6 years ago

Hi Helen, I'm so sorry that you parcel didn't arrive the next day especially as you've paid for PLT Royalty with us and totally understand why you're so upset about this. I've sent you an email with further info regarding this order. - Shahbaz

Posted 6 years ago

“I ordered a skirt on a Thursday, with next day delivery (Friday) so that i could try it on ready for an outing on Sunday. Money was taken out etc, everything fine. Until it hit Saturday and I still hadn’t receive my outfit, no emails telling me any information except the ones I had on FRIDAY that it was dispatched. So I contacted to team for them to tell me SATURDAY NIGHT that the skirt was out of stock? Major inconvience, I got my money refunded but I think that is still shocking!”

Helpful Report

Posted 6 years ago

Hi Jodi, I'm so sorry to hear that you never received your parcel and also never received any emails regarding your order except the dispatch email you received on Friday. I have flagged this up with our warehouse team to find out what went wrong and to make sure your future orders are processed and dispatched on time. I've sent you a private reply with further info regarding this order. - Shahbaz

Posted 6 years ago

“Terrible experience never received my order ! Reached out several times to customer service and no response! I just want my refund at this point!”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry you haven't received your parcel just yet. I've sent you a private reply with further info on your delivery status. - Shahbaz

Posted 6 years ago

“I often order from UK but first time i had tonpay 20£ for sending back unwanted items.i regret a lot to have anything common with your company.never again.hard to contact with helping person.don't recommend.”

Helpful Report

Posted 6 years ago

Hi Beata, I'm so sorry that you're not happy with having to pay to return items back to us. At the moment we don't offer a free returns service for our international customers except for Germany. We are looking at extending this to more countries so keep checking back on our returns page by clicking here - https://www.prettylittlething.com/returns-policy - Shahbaz

Posted 6 years ago

“It never came.. it was supposed to come a week after I ordered but now a month ago that I ordered the clothes and still don’t have it. Already asked it twice through the service chat still the same answer. Untill I asked it through insta dm and that was even better then the chat on the website. So I asked for my money back and now let’s hope if my money is coming back ..”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry that you never received your parcel and that you've been waiting upto a month for the parcel to arrive. I've sent you a private reply with further info. - Shahbaz

Posted 6 years ago

“PLT shipped the wrong size item. Emailed customer service three times with no response. I had to download an app to chat with an agent that provided zero help. Thankfully, I was able to sell the shoes to a friend because PLT charges to return items. I will never order from this company again.”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry that we sent you out the wrong sized item and apologise that you never had a response from our customer service team. I've send you a private reply regarding this order. I recommend contacting us through either our Facebook/Instagram/Whatsapp/Twitter accounts and the team will respond back to you within 1 hour or less. - Shahbaz

Posted 6 years ago

“Two dresses weren’t the size I ordered and one dress had a tear”

Helpful Report

Posted 6 years ago

Hi, I'm so sorry to hear two of the dresses arrived in the wrong sizes and one dress arrived with a tear. I've sent you an email so that we can get this sorted out for you. - Shahbaz

Posted 6 years ago

“Appauling customer service. Ordered and paid £9.99 for next day delivery. They gave a Hermes tracking code which constantly states "out for delivery" By 7pm I decided to try and contact PLT as could not find a contact on Hermes. On the PLT website they also have a track option and here it stated "parcel damaged returned to sender" at 16:28. So I message PLT to find out what's going on and I get a reply stating they will deliver on the 22nd... TODAY IS THE 17TH!!! So Ive paid 9.99 for next day delivery... they deliver on a Friday, Saturday, Sunday and Monday - yet I can't get my order intil Tuesday! 6 DAYS AFTER ORDERING!!! Cancel my order plenty of other websites to choose from.”

Helpful Report

Posted 6 years ago

Hi Sian, I'm sorry to hear your order hasn't landed with you yet and it's showing your parcels been damaged in transit. I completely understand why you're upset and I want to get this looked into straight away for you. I haven't been able to locate an account with the information provided so I'll send you a private message, can you please reply with your full name, order number and email linked to your PLT account. Speak soon, Dominie

Posted 6 years ago

“I ordered a Halloween Costume which came earlier then expected but was too big and ripping at the seams before I even opened the bag. The costume was completely see through and was unflattering.”

Helpful Report

Posted 6 years ago

Hi, I'm sorry to hear your costumes too big and has started to rip at the seams, I completely understand how disappointed you must be and I want to get this looked into asap. I need a little more information and a picture of your item so I've sent you an email to the one linked to your PLT account so I can get this sorted for you. Speak soon, Dominie

Posted 6 years ago

“My skirt is see through”

Helpful Report

Posted 6 years ago

Hi, I'm sorry to hear you're not happy with the quality of your items. I'll pass your feedback over to our buying and quality control teams. They'll look into the returns once they receive them back and speak to our suppliers to make sure they are up to our standard. Thanks, Dominie

Posted 6 years ago

“Shocking customer service horrible staff terrible clothing”

Helpful Report

Posted 6 years ago

Hi, I'm sorry to hear you feel this way, I want to look into this straight away for you but I need a little more information. I'll send you a private message can you please reply with your order number and query and I'll be happy to help. Thank you, Dominie

Posted 6 years ago

“I ordered my birthday outfits with PLT & ordered it a week early before the big day & I still haven’t receive it, bearing in mind I selected next day delivery too. PLT has issued me a delivery refund however PLT still haven’t got a clue where my missing parcel is & are giving me the run around & Hermes well don’t get me started on their appalling customer service, or lack of one. PLT choosing Hermes as their delivery service in the UK is appalling. Hermes are consistently unreliable and as per usual late delivering my package. I wish PLT would consider using a different courier as it really lets them down tremendously & has put me off ordering with them again as this is the 2nd time this has happened to me buying from PLT.”

Helpful Report

Posted 6 years ago

Hi Deborah, I'm sorry to hear your order hasn't landed with you yet, I completely understand how you feel let down and I want to have this looked into straight away for you. Looking at your delivery there's been no further update since the 14th October so I've had this raised with the couriers to be chased urgently. There is a certain timescale we have to allow before we can confirm your parcel as lost, this would be the 25th October. Please keep an eye on your tracking details and if there's no movement by this date we can then look into having your items resent or refunded in full. I'll also send over a private message, if you need anything in the meantime just hit reply. Thank you, Dominie

Posted 6 years ago

“I have had difficulty with Pretty Little thing from start to finish. Unfortunately I accidentally ordered my item to an old address, due to the form autofilling and not requiring a confirmation after using ClearPay. I noticed the mistake immediately after completing the order but due to there being no way to cancel an order once made (a clear violation of consumer rights, by the way) I was unable to cancel or change the address. I then proceeded to contact customer service immediately asking that they either cancel the order or amend the address. They did neither and told me that my parcel would be delivered to the wrong address and they could do nothing about it, and I will be expected to pay even if I don't receive the order. I have since dealt with no less than 11 people, each of whom have not bothered to read previous discussion in the thread, resulting in me having to explain my self multiple times. I've always been a fan of pretty little thing but the service regarding cancellations and delivery issues is appalling. I fail to understand how a company can have such poor communication they are unable to stop an order from being fulfilled when they have over 48 hours before it is even dispatched. And it is disgusting that I am expected t pay for an order I have repeatedly requested be cancelled or changed before it was even fulfilled or delivered.”

Helpful Report

Posted 6 years ago

Hi, I'm sorry to hear the wrong delivery address is on your order. We do have a certain timescale where we can try and have an order cancelled or the address updated and unfortunately on this occasion your items had already been picked and packed. I've taken a look into your delivery and I can see your parcel has been delivered to the original address today. I'll send you a private message with details on your delivery, Speak soon, Dominie

Posted 6 years ago

PrettyLittleThing.com is rated 2.6 based on 2,347 reviews