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

“WARNING Honestly the worst experience I have had with any online company. I am normally happy with PLT. The website took all details of my bank card to pay for my order, then the website refreshed to a page saying 'Oooops something went wrong with your order', I tried again to get my order to go through, three times. Still it did not work until the fourth time when it eventually went through. HOWEVER, I checked my bank and PLT has taken 150 pound FOUR Times leaving me without 450 pound. Their customer service has been appalling, nobody is willing to read my explanation and plea to get my money back. I have spent hours waiting for my banks to take my calls over the last two weeks, so not only have they taken 450 pound they have also caused a massive phone bill and offered no support of any support in order to help their customer. STILL I have no word from PLT or reassurance. Be aware when there is a 'technical fault' on their website to check your bank, because for me they took my money and are not willing to help me, I am still 150 pound times four down and I am still waiting on ANY form of clear and helpful communication (Ive tried twitter, their plt, WhatsApp, their facebook messenger, instagram and complaints) . I have never had a problem like this with any other brands such as boo hoo, misguided, in the style, nasty gal.”

Helpful Report

Posted 4 years ago

“AVOID _ AVOID _ AVOID *** Horrific quality (just rubbish put together to last about once). Worse, an idiotic customer service - no person to talk or email to, only teenagers behind social media - every time you'll get a different one ... They post through Hermes, which means that if the semi-illiterate 'currier' drop the parcel somewhere else (or keep it for themselves), THERE IS ABSOLUTELY NO WAY to get any refund!!! Unlike, for example, Amazon, there is no control of the delivery process *** at all *** Hermes, will tell you it's been "delivered" and the teenagers here will have no clue at all!!! THIS IS RIP-OFF ENTERPRISE, SET UP TO TAKE ADVANTAGE OF PEOPLE - KEEP AWAY - SAVE MONEY AND KEEP YOUR INSANITY ****”

Helpful Report

Posted 4 years ago

“I placed my first order a few weeks ago. I ordered a pair of shoes online and a glitch on the website caused the shoes to change size when added to the bag. They shipped the wrong size shoes and are unwilling to take accountability and help me with this problem. Their customer service agents ignore my requests and write back that they cannot help until I return the shoes, although it is impossible to order the correct size due to the website error so I need their help to do so. They continue to tell me I made a mistake and ordered the wrong size despite agreeing that the website isn't working properly. They are a large company and can afford to send me the right pair of shoes while they wait for the wrong pair to be returned. I wish PLT realized that they are losing a customer for life and I will warn everyone I know not to bother with them & their scam of a support team. I asked to have my issue escalated to someone who could help. Ignored again. All I want is what I ordered and paid for. It is so much more beneficial to keep a repeat customer than acquire a new one. I will be returning my entire order and supporting your competitor instead. Show some integrity.”

Helpful Report

Posted 4 years ago

“Hi ordered from pretty little things las month and my item got lost. I ordered again this month and the same thing is happening. The royal mail tracking link says the item left the UK. I have asked them for a contact number for the courier in SA but no one can give me an answer. I used to hav no problems with them but is really dissappointing that the company doesnt really go that extra mile to make sure you get the items you ordered.”

Helpful Report

Posted 4 years ago

Hey Erin, I'm really sorry to hear your orders are getting lost I understand how you feel and we'd love to get this looked into and sorted for you. Please can you get in touch with our customer service team through our social media platforms or by email so we can get this sorted for you. Thanks, Hakim

Posted 4 years ago

“Placed an order and paid £4.99 for next day delivery. Delivery estimate of 12 October with the order meeting for my daughter’s birthday today. Tracking says it’s still not even packed. No number available to make contact with them. Absolutely awful.”

Helpful Report

Posted 4 years ago

Hey David, I'm really sorry you didn't receive your order on time and it was for your daughters birthday. I completely understand how you feel, please can you get in touch with our customer service team via our social media platforms or by email at customer.services@prettylittlething.com and we'll certainly look into this for you. Thanks, Hakim

Posted 4 years ago

“It still hasn’t come it was meant to come between 4-6 and it’s currently 10pm extremely disappointed seen as I paid extra for next day”

Helpful Report

Posted 4 years ago

Hi Larona, Really sorry your order hasn't reached you the next day. I'm keen to look into this further for you so please can you either drop us a message through social media or email us at customer.services@prettylittlething.com Thanks, Adam

Posted 4 years ago

“WARNING!!!! I will never buy from these people again!!! My item was not delivered so I wanted to be refunded! They have a FACELESS customer service and it is IMPOSSIBLE to get hold of them. They are quick to take your money but very slow at delivering ANY customer service! AVOID AT ALL COST !!!”

Helpful Report

Posted 4 years ago

Hey, I'm really sorry to hear your item wasn't delivered and you haven't got a refund. Please could you drop us a message through social media or email us at customer.services@prettylittlething.com with your order number so we can get this sorted for you. Thanks, Adam

Posted 4 years ago

“It’s been almost 8 weeks and still haven’t received my order.”

Helpful Report

Posted 4 years ago

Hey Kristy , Sorry to hear your order is so late and hasn't landed with you yet. I've tried to look into this for you but I wasn't able to locate your order with the details provided. Please could could reach out to our customer service team with your order number and they'll be able to look into this for you. Thanks Usman

Posted 4 years ago

“They sent the wrong jean sizes.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear the jeans weren't the correct size. As we're a UK based company, all out items labelled in UK sizes but this would be the equivalent to the size you ordered. If the jeans still don't fit, please reach out to our customer service team and they'll be able to get this sorted. Thanks Usman

Posted 4 years ago

“I continue to get a different size shipped to me. My last package my clothes were so big my dresses looked like a table cloth was wrapped around me. I love the fashion but I get nervous about what will be shipped to me. I have to now return over $200.00 worth of clothes and shoes that are too big.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear the sizing wasn't on point. Sizing can vary slightly depending on the style and fitting, however, we try to stick to our size guide as much as possible. I'll raise this with our Quality control and buying teams, so they can reach out to our suppliers and make sure they stick closer to our size guide in the future. Thanks Usman

Posted 4 years ago

“I always order clothes from PLT. Almost every time it comes LATE. I just ordered a big package about 3 weeks ago, My delivery date passed a few days ago and STILL have not received my package. I've tried reaching out but get no answers. It's very frustrating because it was supposed to come in Time for an event I have. Please be better this is really upsetting.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear your orders land with you late. On the odd occasion, orders can be delayed but this should be a one off. I've raised this with our logistics team, so they can investigate this with the courier, putting measures in place to make sure the orders are delivered on time. I can see your recent order has now been delivered and I hope this was in time for your event. If there's anything we can help with, you can reach out to our customer service team via our help pages on Facebook, Twitter and Instagram. Thanks Usman

Posted 4 years ago

“I still have not received my dress. I placed the order on 8/16/20. The tracking says it’s been sitting in Jamaica NY since 8/19/20. Was supposed to be delivered by September 1st. I was planning to wear it to a wedding in September. Also your customer service is horrible and no help at all. Extremely disappointed and will never order from here again”

Helpful Report

Posted 4 years ago

Hey Ines, Sorry to hear your order landed with you late. We don't have any control over customs, as this would be down to local customs and entry requirements. We work with our courier partners to get orders delivered as fast as possible, however, on some occasions, parcels can be held for inspections. I can see the order has now been delivered. I hope you love your haul and had a great time at the wedding. If you no longer need it, you can return it back to us for a refund using our returns portal. Thanks Usman

Posted 4 years ago

“I had a metal belt delivered in a silly polythene bag, which obviously got bashed around in transport, the belt was bent out of shape and unwearable, I returned it and after more than a month I still have no refund. I ADVISE EVERYONE NEVER TO BUY FROM THIS COMPANY.”

Helpful Report

Posted 4 years ago

Hi, I'm really sorry to hear this we'd love to get this sorted for you. Please can you get in touch with our customer service team through our CS page on any of the below - Facebook WhatsApp Twitter Instagram Also, you can email us on customer.services@prettylittlething.com and we will certainly get this sorted for you. Thanks, Hakim

Posted 4 years ago

“I’ve ordered from there 3 times! (big orders) every single time I receive the clothing atleast 2 of the items smell terrible!! Like mildew! Absolutely disgusting. I’ve complained to them many many times and given so many chances... But I’m done. I would not recommend.”

Helpful Report

Posted 4 years ago

Hi there, I'm really sorry to hear of the state in which your items have arrived, this is unacceptable. Please contact our customer service team at customer.services@prettylittlething.com or on one of our social media accounts with details of the order and items that smell. We'll report this to our warehouse and quality control teams to make sure that all areas of our warehouse are clean and dry. Hope to hear from you soon. Thanks, Chris

Posted 4 years ago

“My daughter ordered a LOT of items nearly two weeks ago, for next day delviery. The delivery was not made, and the courier has confirmed in writing that they have lost the parcel. My daughter has asked PLT four times for a refund now, and each time they have asked her to wait 24 hours, 48 hours (twice), and latterly 5 days - even after she has provided them with evidence from Hermes that the parcel has been lost. Not surprisingly, each time nothing has happened and she keeps getting fobbed off. It looks like we are going to have to file a claim with the bank as PLT just don't want to refund her. This is her first order, and probably her last as so far the service has been shockingly bad.”

Helpful Report

Posted 4 years ago

Hi Gary, I'm so sorry for the delay with your refund being issued for this lost order. We issued a full refund for the order on September 17th. In cases where the tracking information shows that the courier has the parcel, we have to allow a certain amount of time before it is declared missing as quite often parcels will show up a few days later. I've informed our team leaders of what has happened here so that any of our advisors who are not certain on how long we ask to allow for a courier to locate an order can be given some extra training. Thanks, Chris

Posted 4 years ago

“Said my refund will be here on the 2nd of September and never revived it. Hard to get in contact with costumer service to actually tall to someone!”

Helpful Report

Posted 4 years ago

Hi there, Sorry to hear that you've not received your refund. We updated your Klarna account with this refund on August 25th. From there it is Klarna who issues the refund to your bank account, if you've not received it please contact them directly. Thanks, Chris

Posted 4 years ago

“Paying for next day delivery means nothing to these people. Three separate orders over a week, all paid for with the next day delivery service and not a single one has arrived the next day. What's the point? Customer service is awful and unprofessional, as for the clothing it's nearly all low quality tatt.”

Helpful Report

Posted 4 years ago

Hi there, I'm very sorry that your orders have not been arriving on time recently. I've reported this to the courier service and our warehouse so that we can take the necessary action to keep any delays in future to a bare minimum. Thanks, Chris

Posted 4 years ago

“Wow where do I start?? Well let me say I loved this company I’ve spent a lot of money with them however I had an issue placing order last night. I’ve placed an order last night and received two emails of confirmation meaning they charged me twice so I have two orders that’s the same. They have this rule that they don’t cancel or change orders right after it’s done like every other company so now I’ve reached out 6times to get an agent to cancel this order that was not my fault before it ships I spoke to Matt t he said he sent an requested to the warehouse I wrote a review and Abbie contacted me via email and told me the same thing she also told me that she will give me a 45% off coupon for my trouble (which I’ve never received) I also spoke to zain he said if the request to cancel don’t go through they will provide to me a free return label (which I have the proof for) so this morning I received a email that both the orders been shipped out I contacted agent and explained and Zakir sultan told me it’s nothing they can do because they don’t cancel orders and he also said I will have to pay to return even tho zain told me last night it would be free of charge to send back. This is a horrible company AND I WILL NEVER AGAIN ORDER FROM THEM!!!!! THEY LOST A LOYAL CUSTOMER!!!!!!!!!!”

Helpful Report

Posted 4 years ago

Hey, I'm really sorry about the experience you've had with us and I totally understand how you feel. Thanks for letting me know about this. Whilst we're not able to guarantee an order can be cancelled once it's been processed, we do try to if possible. As we process all orders to be shipped as soon as possible, our warehouse sometimes ship the item before they see our request to cancel the order. I've raised with our customer service team leaders the individual colleagues you've spoken to. I appreciate you've not had the level of service we expect to provide to all our customers, so internal action will be taken with the relevant team members to improve the service and reduce the chances of this happening in the future. I can see our customer service team finally provided the free returns code and I hope this has now been resolved for you. Thanks Usman

Posted 4 years ago

“Ordered two size 10 bikinis, I used to be 8 but recently put on a bit of weight. They arrived and they are between size 6-8. Ridiculously small.”

Helpful Report

Posted 4 years ago

Hey Ella, Sorry to hear the sizes weren't on point. I've raised this with our quality control and buying teams. They'll perform extra checks on the bikinis and pass on any feedback to our suppliers, so they can ensure they better match our size guides. Thanks Usman

Posted 4 years ago

“It takes so long for your stuff to come and sometimes they even lost your package. Some items doesn’t always look like the picture”

Helpful Report

Posted 4 years ago

Hey Keyona, Sorry to hear you've not had the best experience with us. Depending on where the order is being shipped, orders can be delayed slightly in transit or from getting cleared through customs in the receiving country. All our orders are fully tracked, so you can keep an eye on your haul as it makes it way to you. We work with our couriers and constantly monitor their service to make sure the vast majority of orders are delivered on time. Thanks Usman

Posted 4 years ago

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