PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,339 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

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Metrics

2.6

Based on 2,339 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“First time ordering from PLT and I really liked the fact that my order came earlier than expected BUT my clothes were so dirty INSIDE AND OUT! I was too scared to do a thorough check for fleas so I just threw everything in the washer! Clothing quality seems like a hit and miss. I’ll never be ordering from them again.”

Helpful Report

Posted 3 years ago

Hi Yadira, I am so sorry to hear this. Please can you contact us here - https://www.prettylittlething.com/contact-us with your order number and full name and address so we can advise you further? - Melody

Posted 3 years ago

“I ordered a package yesterday without knowing about the flea situation and I’m absolutely disgusted I’m now worried that they are around and I will be demanding a full refund”

Helpful Report

Posted 3 years ago

“I ordered clothes in November for my birthday and picked the expedited option. There was a delay with my order and I received a partial refund for shipping only after I reached out and inquired on shipping. Two of the items I purchased did not fit the description or fit me. I sent my return on 12/22/2020. On January 14th 2021 I inquired on this again. I was asked to provide tracking information; luckily I kept my receipt. I sent this and was told it can take 28 days to for the return to be received. On 2/5/2021 I sent another email and received a response stating my refund was completed in November 2020. I sent back an email informing them that the return was not sent until December and that the refund was for the expedited shipping I paid for (The customer service rep did not even look before responding). I got the generic message saying they will respond in 48 hours and I have sent two emails and keep on getting the generic response. The refund is over a $100 and I have purchased things in the past and never return them. I should not have to chase after a refund or go back a forth with a new representative each time who do not appear to understand what is going on. This is frustrating and considering the horrible customer service I have received, I am probably never shopping with PLT again. Fix this!”

Helpful Report

Posted 3 years ago

Hi, sorry to hear you were unable to locate your refund. I have checked this and can see we have now given you the details of your refund for your returned item. If you still need our help can you contact us here - can you contact us here - https://www.prettylittlething.com/contact-us - Melody

Posted 3 years ago

“Pretty little fleas no Thankyou”

Helpful Report

Posted 3 years ago

“Dear PLT, Firstly I must say my daughters buy from you regularly and love the brand. Always happy and love your clothing. Today my youngest daughter purchased £50 worth of goods aske me to open outside because of the issues at the warehouse etc.. to find fleas or something like moving jumping! This is not acceptable and you should shut the warehouse until you get this situation sorted. I have a very upset teenage and we have the hassle of sorting the bag out and sending it through the post etc...I really just want to bin it all. I'm itching writing this review. I never normally complain but sorry you need to sort this out ASAP.”

Helpful Report

Posted 3 years ago

Hi Claire, I am so sorry to hear this. Please can you contact us here - https://www.prettylittlething.com/contact-us with your order number and full name and address so we can advise you further? - Melody

Posted 3 years ago

“If I could give PLT 0 stars I would it’s the most disgusting disappointing customer service I’ve ever received in my life. I made a purchase on the 6th of feb 2021 for next day delivery only not to receive the delivery the following day. Contacted PLT by WhatsApp and was told to wait until 8th to receive my item and if item is not received my then they would sort it out which was ok because it’s a gift for the 14th Feb. After not receiving the on the 8th I contact PLT again only not to even be apologised to but to be told that there is nothing they can do and I should wait until the 19th of Feb. I informed them that the product will not be of any interest to me then because of the occasion in which I bought it for and request a refund they denied. I informed them that a contract was made in which when I made the order and they promised next day delivery guaranteed that it was their responsibility to hold up their end of the contract and as they are not able to do so they should refund my money so I could purchase my item else where to avoid disappointing the person in whom I bought it for. They denied and not only did they denied me my own money it was always a didn’t representative responding to the message which is very poor and ridiculous to say the least. I would advise not to order from them as they have poor customer service especially in resolving queries. I was also charged twice foe the same item and requested a refund for the double payment which I am still yet to receive. I informed them that I would be writing a review not surprise that they didn’t care they just sent me their feedback link.Be aware guys as they were always in the news for different reasons but I taught I would give them the benefit of the doubt only to be treated worse than what they were in the news about. Never again will I order from them. And if you see this PLT my order number is Order #: 121-0379666-6154425”

Helpful Report

Posted 3 years ago

Hi, sorry to hear of the issues you have had with your order and I would love to help. I have checked your order and can see the duplicate payment is being looked into by our Finance team for you. I truly am sorry your order has still not arrived. Totally understand why you feel this way it is never nice waiting for your new clothes to arrive I honestly wish I could get your order to you sooner, please be assured we are trying everything possible to get your order to you as quickly as we can. We can try to have the order returned to us I can not guarantee this can be done but please contact us here https://www.prettylittlething.com/contact-us If you would like me to try. -Melody -

Posted 3 years ago

“I received my order today, wore the jumper all day thinking it was itchy, went on tiktok to see there was a flea infestation in the plt warehouse, checked my packaging and saw there was multiple fleas in the bag!!! i’m fuming”

Helpful Report

Posted 3 years ago

Hi, I am so sorry to hear this I have been unable to find a recent order for you. Please can you contact us here - https://www.prettylittlething.com/contact-us with your order number and full name and address so we can advise you further? - Melody

Posted 3 years ago

“ordered from you a couple of days ago and the service was great. didn’t really look at the clothes just put them straight on, woke up the day after with flea bites all over me!”

Helpful Report

Posted 3 years ago

Hi, I am so sorry to hear this. I have been unable to find a recent order for you. Please can you contact us here - https://www.prettylittlething.com/contact-us with your order number and full name and address so we can advise you further? - Melody

Posted 3 years ago

“Ordered an underwear set and delivery was fast but when it came had no hygiene seal on the pants and had clearly been worn as there was visibly discharge on them. I contacted customer services, who after 2 days of investigating said that these had not been returned before and so hadnt been worn. They have sent me out another set and clearly cant do anything else to resolve this, but i just thought i would warn others as i recieved dirty underwear and then basically been told that im lying and they cant be dirty as they havent been worn which has left me feeling disgusted and confused. Really put off ever ordering again”

Helpful Report

Posted 3 years ago

Hi Amy, I am sorry to hear this and would love to help. I have checked your order and can see this was sent over to our specialist team who have resolved this for you. Sorry if you did not receive this message. Can you send us another message on our social platform if you still need our help? - Melody

Posted 3 years ago

“there’s FLEAS in the packages do not order from here absolutely disgusting 🤮🤮🤮”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear this I have been unable to find a recent order for you. Please can you contact us here - https://www.prettylittlething.com/contact-us with your order number and full name and address so we can advise you further? - Melody

Posted 3 years ago

“Received my parcel today with no problem and now I’m seeing everywhere on TikTok and other social media’s that there are fleas!!! I already have an order expected for Friday 12th and I’m sooo scared please address this situation 😭😭😭”

Helpful Report

Posted 3 years ago

Hi Misha, great to hear you have received your parcel and are happy with your items. If you need our help with your new order you can find out how to contact us here - https://www.prettylittlething.com/contact-us -Melody

Posted 3 years ago

“I’ve just been scrolling through Pretty Little Thing’s Instagram account regarding the flea situation and have noticed the insane amount of comments they receive on their photos! They’re fake! If you scroll through their comments all you see are repeated comments by the same people and with one emoji “💘” they clearly pay for their comments, some photos have more comments than likes which is so bizarre!”

Helpful Report

Posted 3 years ago

Hi, we are running a Valentine giveaway competition on Instagram and we ask that our customers comment 💘 on any of our Instagram posts, to be in with a chance of winning. - Melody

Posted 3 years ago

“i normally have a good experience with plt however my last order arrived and one of the items was different to what i ordered- i spoke to customer service at first was very frustrating as they said they would send the new ones out if i sent them back however as it was a waste of my time and their fault i think i should of had that item refunded ? but also some of the quality is hit and miss and i find that it’s quite thin also my joggers have lost their softness and texture but i’ve had missguided ones washed in the same stuff and we’ve checked how to wash them and there fine. also this whole flea thing is very off putting and needs to be addressed.”

Helpful Report

Posted 3 years ago

Hi Liv, sorry to hear we sent you an incorrect item and you have not been happy with the quality of our joggers. We do need incorrect items returned to us but as soon as we see your return receipt we can have the correct item sent out to you stock permitting or refund the item for you. - Melody

Posted 3 years ago

“So idk what's going on with fleas everyone is talking about but I'm seeing so much hate about PLT. I have ordered quite a few times from here and also just ordered like three massive orders. The clothes were all perfect I have not seen a single flea. And delivery is what is to be expected. I have had a good experience with plt every time I have ordered. Will continue.”

Helpful Report

Posted 3 years ago

Hey, thanks for your seriously nice feedback. We’re so happy you’re loving the brand as much as we do. - Melody

Posted 3 years ago

“Do not waste your money on free next day delivery. The worst! Always delaying my parcels never again.”

Helpful Report

Posted 3 years ago

Hi, I'm sorry your orders are always delayed I appreciate this isn't ideal and I can assure you we'll definitely look into this further our courier team to prevent this from happening. Please can you get in touch with our customer service team through social media or emails and we'll certainly look into this further for you. Thanks, Hakim

Posted 3 years ago

“Absolutely shocking service with terrible customer care. Next day delivery subscription is a scam! Save your £9.99. Received notifications on numerous occasions stating time of delivery, and it doesn't arrive until the day after, totalling 2 working days, not 1. Returning items is also a nightmare, especially when they arrive in 2 separate parcels with 2 returns labels which have the exact same code on, so post office will only accept one. Post Office even said this is a common problem with PLT. Today I received a parcel with NO returns label. Don't expect any sympathy or good will gestures. Boohoo provide a much better service. So disappointing!”

Helpful Report

Posted 3 years ago

Hi Gill, I'm really sorry to hear you're unhappy with the service you've received please can you get in touch with our customer service team through email or social media and we'll definitely look into this further for you. Thanks, Hakim

Posted 3 years ago

“Paid £6 for next delivery and it came 5 days later, couldn’t get a refund. Not very good service”

Helpful Report

Posted 3 years ago

Hi, I'm really sorry to hear your order was late, we'd love to get this sorted for you. Please can you get in touch with our customer service team on either our social media platforms or via email so we can advise you further and get this sorted for you right away. Thanks, Hakim

Posted 3 years ago

“Love the clothes and the sizes are amazeee. Also pay for next day delivery for a year and my parcels are never late! Love love love plt”

Helpful Report

Posted 3 years ago

Hey Rhian, thanks so much for your kind words! We know you’ll have looked next level in your new PLT. Come shop with us again soon. - Melody

Posted 3 years ago

“Worst customer service and always an issue with delivery. When you pay for express shipping they always miss the expected date. AWFUL”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear this and would love to help. Can you send an email to customer.services@prettylittlething.com with your order number so I can look into your delivery further for you? - Melody

Posted 3 years ago

“I’ve purchased from this company twice, both times it gave me a delivery date and my package came two weeks later. This time I haven’t received my package yet and it was supposed to be delivered last week. When you try and get ahold of customer service, they just tell you to keep waiting. Super frustrating and makes me not want to purchase from them again. I thought I’d give them another shot and figured the first mishap was a one time thing, but it seems this Is just how this business runs.”

Helpful Report

Posted 3 years ago

Hi Lorren, sorry to hear your orders have not been arriving on time. Totally understand why you feel this way it is never nice waiting for your new clothes to arrive I have checked your recent order and can see we have refunded your shipping charge for you and we are expecting this to arrive within 24 - 48 hours. Please keep an eye on your tracking for further updates- Melody

Posted 3 years ago

PrettyLittleThing.com is rated 2.6 based on 2,339 reviews