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

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 years ago

“My skirt is see through”

Helpful Report

Posted 5 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 5 years ago

“Shocking customer service horrible staff terrible clothing”

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 years ago

“Delivery was okay but item was of bad quality and did not look anything like the picture on the website. Very very disappointed especially for the expensive clothing. Will not be shopping on PLT again.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear you're not happy with the quality of your items. I completely understand why you're disappointed and I'll have your feedback passed 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 5 years ago

“My clothing never arrived due to a problem with the delivery and I have not gotten my money back.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear your order hasn't landed with you yet and you're still waiting for your refund. I've taken a look into your delivery and the couriers have had to return your parcel due to an incomplete address, it looks like your apartment number was missing. I've gone ahead and refunded your items in full for you today and the monies will be back in your account by the 19th October. If you'd like to reorder your items just double check your delivery address is spot on in your PLT account. If you need help with anything else please let me know. Thank you, Dominie

Posted 5 years ago

“Ordered a few items for a night out, got nothing of what I orderd. Everything I got was wrong, and the customer service wanted me to pay for the return, when they messed up. Never ordering from them ever again. Crazy”

Helpful Report

Posted 5 years ago

Hi Nathalie, I'm sorry to hear you've been sent the wrong items, I completely understand why you're disappointed especially as your items were needed for your night out. I want to get this looked into straight away but I need a little more information on the order you've received 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 5 years ago

“Ordered a dress it didn’t look like the picture and when I got it had a stain on it I returned it and still haven’t received my money”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear your order arrived in this condition and you're still waiting for your refund, I want to get this looked into straight away for you. I've checked out your order and I can see we refunded the White Cup Detail Maxi Dress in full on the 28th September, the monies will be back in your account by now. I'll also send you a private message with more details on your refund. Thank you, Dominie

Posted 5 years ago

“Both outfits do not look like the picture and one dress was ripped!!! I will be returning and getting a refund ASAP!!! Don’t think I’ll buy again”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear your dress doesn't look like the image online and your other dress have arrived ripped. I completely understand how disappointed you must be and I want to get this sorted straight away for you. I need a little more information on the items so I've sent you an email to the one linked to your PLT account. Speak soon, Dominie

Posted 5 years ago

“Order number - 519-2608392-5585939 Every single shirt was way too big for me when I get it the same size I always do. Also, 3 shirts came with a whole in it which surprised me very much, I had to throw it away. I don’t think I will ever order from here again. Email to be reached out on - Nahirobihenriquez@uagateway.org”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear you've had problems with the sizing and 3 of your shirts have holes in them. I want to get this sorted straight away for you. I need a little more information on the items you've received so I've sent an email to the one linked to your PLT account. Look forward to your reply, Dominie

Posted 5 years ago

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