PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.58

2.6 Rating 2,357 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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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

“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 5 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 5 years ago

“Pretty little fleas no Thankyou”

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

“Only giving one star due to the fact everyone I order jeans they are way to small on the thighs and they don't even fit properly around the bottom and crotch area lol. Yet they are ti big in the waist im usually a size 8. Always order a 10 from plt in jeans as sizing is small. Also had alot of damaged things one pair of trousers completely ripped from the zip up.”

Helpful Report

Posted 5 years ago

'm really sorry to hear you are unhappy with the items you have received, 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 5 years ago

“Still waiting for my refunds.”

Helpful Report

Posted 5 years ago

Hi, I'm really sorry to hear you haven't received your refund please can you get in touch with our customer service team on social media or email and we'll certainly advise you further on your refund. Thanks, Hakim

Posted 5 years ago

“waiting over a month and still waiting for a refund, not good”

Helpful Report

Posted 5 years ago

Hi Janet, sorry you have not received your refund and I would love to help. Can you send us a message on social media or send us an email to customer.services@prettylittlething.com with your order number so we can check this for you. If the refund is for a return if you can also send us a picture of your return receipt and the names of the items you returned please?- Melody

Posted 5 years ago

“Something very irritating keeps happening with PLT. I would place an urgent order and purposely select next day delivery. When I receive the confirmation email, suddenly the delivery option has changed to saver delivery and I will now have to travel without this order because it will arrive in 5 days. This is the second time this is happening and it is extremely ridiculous that noone at customer service is ever able to do anything about this to get me this order next day as I initially selected. It is now reoccurant and I believe this my last order with this company.. very disappointed”

Helpful Report

Posted 5 years ago

Hi, sorry to hear this we are not aware of any issues with the site. please pop us an email to customer.services@prettylittlething.com with your PLT order number and we can look into this further for you. - Melody

Posted 5 years ago

“Customer service is horrendous. I placed an order on January 4th that was to be delivered on January 14th, no contact was made regarding my order being delayed. I reached out and got a generic message that I would receive a tracking update of my items (not the actual items) by February 3rd and would receive a shipping refund. A partial package was delivered on January 26th. I reached out to question where my other items were since the entire order is marked delivered. The first representative lied and said there was a second package. When I asked her to provide me the tracking number, another representative said the package was never sent and they would issue another refund instead of sending my items. This experience is my second mishap with the company out of two orders and I will not be wasting my money or time on them again.”

Helpful Report

Posted 5 years ago

Hi, I am sorry to hear this especially as this has happened before, and would love to help. I can see your order was sent in 2 parcels but sadly one was lost on its way to the courier. I can see a refund has been raised for the items in the second parcel. and your shipping costs as we were unable to have the missing items resent to you on this occasion. If you still need our help please send us an email to customer.services@prettylittlething.com and we'll be happy to help. Melody.

Posted 5 years ago

“Really disappointed to know that the product I ordered is not the same as it was in the photo. Even though the quality is good but very very disappointed with the product which is not same as in the official website and the only reason why I ordered is just cos of the design which made me so keen! I have made so much of expensive purchases but really disappointed with what happened this time”

Helpful Report

Posted 5 years ago

Hey Kisha, sorry to hear you are not happy with your item and I would love to help. Would you be able to send us an email to customer.services@prettylittlething.com with a clear picture showing the difference in the item to the image shown on site and we'll be happy to help. - Melody

Posted 5 years ago

“Firstly, I made a purchase for around £55 on 19/01/21 on your website to my old address by mistake. At checkout you have saved addresses, which is a problem in itself. When I move address, quite frankly you are the last people that I would think to contact to change my details. If I remember rightly I didn’t even have to select the address, you did this for me. Brilliant. Once that confirm order button is selected there is no going back! Your website states ‘CAN I MAKE CHANGES TO MY ORDER? (E.G.ADDRESS) As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.’ So, you claim that you start to process the item within seconds? I Highly doubt it but I may be wrong. If you start to process it in seconds why do I have to wait 5 working days at £3.99? are you sewing it by hand? Anyway, ‘return any unwanted items’ how does this make sense? It is very likely that if you have ordered under the wrong address you won’t be able to return any unwanted items as you probably aren’t going to see them for dust to know whether you actually want to return them or not. You also stated on your website that I should contact my carrier for any address changes (can’t find it anymore, hmm). Ok, so you use a carrier called Hermes, I think everyone and their grandma knows that Hermes do not have human beings behind their website and it is robotic, basically impossible to contact them. They also state.. ‘How can I change my delivery address? Most retailers like to manage any changes to the delivery address of your parcel, so you’ll need to contact your sender or retailer to do this. Otherwise, you can choose a neighbour’s house or other safe place to divert your parcel.’ Great, so the carrier that you told me to contact are telling me to contact you, can you see where the difficulty starts here? Oh, and unfortunately when I moved house I didn’t move next door, otherwise my luck would be amazing. I then contacted you via Whatsapp, this is the highlight for me. I was advised, and I quote ‘If your order is accidentally going to an incorrect address, we’d advise that you try to collect the order or get it forwarded to you’. So, this order was placed in a NATIONAL LOCKDOWN, in case you have been living under a rock, Boris told us to stay home and only leave if absolutely necessary, yet Saba thinks I should go and try to collect my parcel from a strangers home 10 miles from mine. Getting it forwarded to me is a great idea, if only the person who lived there could put two and two together and miraculously find my new address, kindly nip to the post office and forward my parcel to my new address. So, could you pass this message on to the people who live at my old address - I hope they are a size 8 and wanted two new jumpers and a pair of jeans. Christmas came early for them. As for your website and customer service, 0/10. Sure you wouldn’t treat Molly-Mae like this.”

Helpful Report

Posted 5 years ago

Hi, sorry to hear of the issues you have had with your order. We are unable to change the address on an order but I can see we have now helped you with your query. If there's anything else we can help with, just send us an email to customer.services@prettylittlething.com and we'll be happy to help. Melody

Posted 5 years ago

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