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 have ordered from Pretty Little Thing lots of times before but the quality of the clothing seems to be getting worse. I recently ordered the polka dot printed blouse which looks completely different to online, I’m a size 8-10 but I’ve ordered this in a size 10, I don’t have huge boobs but this thing is like a bra and I mean a really tight tiny bra! On the model it looks like a batwing sleeve but it’s so tight on my arms and my chest is popping out of it. I don’t know which UK woman size 10 this is directed towards but it is more like a size 4. The bandeau bodysuit I ordered is literally see through and one of the other tops has all the thread coming away. It’s such a shame because I have ordered items before and never been so disappointed! My main advice is to not order the polka dot blouse or the cheap bandeau bodysuits, you get what you pay for I guess! The customer service for the company are amazing, I don’t think anyone should be leaving negative reviews about delivery at a time like this because it is just clothing and not the end of the world if it turns up late. My order did go missing but the staff are brilliant and sorted it out straight away so no faults there! Please just be aware that the sizing is way off all of a sudden and a UK size 10 will probably be more likely to fit your 8 year old sister...”

Helpful Report

Posted 5 years ago

Hey Leah, I'm really sorry to hear you didn't love your haul. I've passed on your feedback to our buying and quality control teams, so they can check the stock we have and make sure it sticks to our size guide. They'll pass on any feedback to our suppliers, to make sure the sizing is better in the future. Glad to hear our customer service team had your back and got this sorted for you. Please return any unsuitable items back to us for a refund in the usual way, once safe to do so. Thanks Usman

Posted 5 years ago

“I made a large purchase for the first time with Prettylittlething and it was supposed to be delivered on April 23rd as I paid extra for faster shipping. It has been delayed stating that it is unavailable for pickup since Thursday. I have reached out to pretty little thing and I have received no help or information in regard to my almost $300 order. This is my first and last Purchase from them. Ridiculously terrible customer service and purchasing experience.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order hasn't landed with you and I can see the shipping has been refunded back to you. I've checked with the courier and the order has been delayed getting loaded on to a flight to the next depot with the courier. Once the order arrives at the next depot, the tracking will update and we'll be able to provide a better Estimated delivery date. Thanks for your patience whilst we work to get this delivered as soon as possible. Thanks Usman

Posted 5 years ago

“If I could give this company NO STARS I WOULD. I've ordered from this company two times and this will be the last time. The first time they sent me a size 20 when I ordered a size 16. I gave this company the benefit of the doubt people make mistakes. After I had to pay to have it shipped back to get a refund instead of an exchange. I just ordered again last week a whole 2 month later after my first purchase with Pretty little Things I get one of my orders and they sent me the wrong size again. I ordered a size 14 plus size they sent me a size 16 or so it says on the plastic wrap on the outside cause when I actually looked at the tag it said Medium and the dress is too small it's NOT PLUS SIZE AT ALL. I don't know what's wrong with this company they just throw whatever size they want in the bag and ship it out. Never mind what the customer order damn that. If you are a potential customer. I'm going to save you time and money DO NOT ORDER ANYTHING FROM PRETTY LITTLE THINGS!!!! I haven't got my other order yet. I'm sure that would be the wrong size too. Which is disappointing because I wanted these dresses for my birthday. Pretty Little Things are very unprofessional company and they do not care about their customers. So since they don't care to get your order right don't give them any money. I will give my business to another company that values me as a customer.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you received the wrong size. I can see you've returned the items back to us and the refund has been processed back to the original payment method. As we're a UK based company, our items would be labelled in UK sizes,however, this would be the equivalent to the US size you ordered. I'll flag this with our quality control team so they can check the stock and speak to our suppliers to make sure they are labelled correctly. Thanks Usman

Posted 5 years ago

“Beware item not delivered. Hi, I ordered an item on the 6th April only when the item didn't arrive I contacted PLT on some chat room who informed me that apart of the postcode had a typo and to correct it and allow 24 to 48 hours for delivery as it was held at myhermes pacel courier, fine only 2 days later I had an email saying PLT had received my return and a refund was due less the £5 delivery, now the item £5 more than when I purchased it and the only way of contact is thought a chat service which is implying it's my fault even though at no point was I informed the postcode was wrong...I feel common sense doesn't exist even when I has explain the issue. PLEASE BEWARE !!!!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order was returned. I've looked into what happened on this order and the post code provided when the order was placed was confirmed by the courier as incorrect. Due to the large number or parcels we ship and our couriers delivery, we're not able to get in touch with all customers. All our orders are fully tracked, however, so you can keep an eye on your order throughout the delivery process. The courier company wasn't able to change the postcode, so they returned the order back to us and a refund was processed back to the original payment method. You're able to check the delivery address before the order is placed and the address is also shown on the confirmation email, so you can reach out to our customer service team to see if they can change the address or reach out to the courier earlier. Thanks Usman

Posted 5 years ago

“I’m so disappointed I ordered a item on the 16/04/2020 and should have arrived before or on 23/04/2020 and furthermore having to pay £4.99 super saver delivery. I don’t see the point of me even paying for the delivery. I didn’t receive an email to say it had been dispatched until I sent an email to customer care the day before it was supposed to arrive and only then they sent an email that it had been dispatched, not even a personal apology for the late dispatch when it should have been within two working days that they should have dispatched. They are taking full advantage of the covid sito and using as a excuse. Not a happy customer at all.”

Helpful Report

Posted 5 years ago

Hey, We take the health and safety of our colleagues very seriously, implementing a wide range of measures, following government guidelines. This means, it is taking longer for our warehouse teams to pick and pack orders, processing them for dispatch. All our delivery times frames have been updated on our website, to take into account these longer lead times. Orders are dispatched as soon as we're safely able to and our courier partners are also working hard to complete delivery as soon as possible. I'm glad to hear they were able to complete this delivery so soon after receiving the order in their network. Thanks Usman

Posted 5 years ago

“Refund takes too long”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear the refund took longer to process than you expected Our returns are taking slightly longer to process than usual at the moment, as we're taking the health and safety of our colleagues seriously, making sure social distancing is being maintained. I can see your order was delivered on 14/04/20 and your returns are already being processed by our warehouse for a refund. Once the items have been checked, the refund will be processed to the original payment method. Thanks Usman

Posted 5 years ago

“I order from pretty little things for the first time and I was not satisfied at all I was over charged there website was so stupid also they sent me two of the same dresses I didn't receive a thank you or no discount code for shopping with them no type of appreciation I will not order from them again”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your experience shopping with us. I've had a look at your account and I've not been able to locate any messages from you. So we can look into this for you, please could reach out via our customer service team with more information on how you were overcharge and what extra item you received. You can reach out via email, our social media help pages or via whatsapp. Thanks Usman

Posted 5 years ago

“My package got LOST and PLT refuses to refund me due to the Coronavirus (which makes no sense) and said the situation is out of their control. Yes they are being very nice about it, but that doesn’t make up for bad customer service. GOOD, REAL customer service is helping the customer resolve the issue. Not telling this it’s out of your hands and they you’re not giving out refunds right now.”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear that you have not received your order yet, I've located the order and taken a look into this for you. I've dropped you a private message with updates on the order. Thanks, Alex

Posted 5 years ago

“Do not shop pretty little things unless you want to be lied to, have your $ wasted and manipulated! I have used this company twice and both times I have regretted it. I can list 5 other companies that have the same items they do and deliver better service. TAKE IT FROM ME AND LEARN THE WAY I SHOULD HAVE! DO NOT SHOP HERE!”

Helpful Report

Posted 5 years ago

Hi Shy, Sorry to hear about your experience, I've sent you a private message to discuss further. Alex

Posted 5 years ago

“I ordered a size 12 hoodie it was massive so instead I ordered a size 8 thought this would be ok. Came it was still massive.”

Helpful Report

Posted 5 years ago

Hi Natalie, Sorry to hear about this, we've got the hoodie logged with our quality team to check out the stock. Please return the hoodies, if you wish for a refund. I'll drop you a private message with more info on our returns. Thanks, Alex

Posted 5 years ago

“I order 4 oversize shirts and the weren't oversize at all. They were to small. But I'm more upset that I had to pay $9.02 to return it. I don't think I would order anything else from here. This is my first and last order.”

Helpful Report

Posted 5 years ago

Hey Staphanie, Sorry to hear you didn't love your haul. I've passed on your feedback to our buying team, so they can work with our suppliers to make sure they stick to our size guide and our items are named correctly. We don't offer a free returns service in all countries, however, we try to keep returns cost as low as possible. Once our warehouse log the returns back, they'll arrange for a refund to be processed to the original payment method. Thanks Usman

Posted 5 years ago

“I’ve been trying to get my package for 3 days now , it’s almost impossible to reach customer service. They’ve attempted to deliver twice and never left note needed to take next step Phone number isn’t accurate. No response in email , super stressful.”

Helpful Report

Posted 5 years ago

Hey Jenicie, Sorry to hear your weren't in to accept the order. I've checked the tracking and can see the order has been delivered. As the order is sent with the national post office, it'll be held for collection at the post office and if the local number is busy, you're able to call the national office or through the website to arrange another delivery. Thanks Usman

Posted 5 years ago

“I got stuck in the badly sized dress and cried”

Helpful Report

Posted 5 years ago

Hey Rachel, Sorry to hear this. Definitely not how we want you to feel. I've only been able to find one order with your deets, so if you've placed a more recent order, please reach out to our customer service team and we'll be able to investigate the sizing further. Thanks Usman

Posted 5 years ago

“Did not receive dress was told got lost in transit. Reordered. Once again lost in transit. Ordered 3rd time!!. Lost before reached courier!!!! What can I say!!!!!! On a positive note all refunds have been very promptly returned to my bank account and all customer service team I have dealt with have been very helpful!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your orders have been lost in transit to the courier. That shouldn't happen, so I've raised this with our warehouse and logistics team, so they can look into why this has happened 3 times. Glad to hear our customer service team had your back and the refunds were showing back in the account so soon. Thanks Usman

Posted 5 years ago

“PLEASE READ IF YOU'RE THINKING OF BUYING. 1. they don't respond to customer inquires and then won't help because of the time they took to respond and 2. the swimsuits are horrible quality and don't match the description or picture. I ordered a cute swimsuit set off a pretty little thing and while I was ordering it didn't clearly specify the delivery date so I was hoping it would arrive within at least two weeks. Once I ordered the swimsuit, which was for spring break in two weeks, I got told that it wouldn't arrive in time and my delivery date would be after spring break. I understood the confusion and immediately contacted the pretty little thing customer service. The ONLY customer service option they had available to contact was email or submitting a question on line which would be an email response. That's exactly what I did, I contacted them and informed them of the issue and simply asked to cancel the order. No response, I contacted them a second time a day after my order, No response. I contacted them again three days after my order on Instagram instead and it took them a day to respond only for them to tell me they couldn't help me and I needed to contact a different Instagram account. So, I contacted the other Instagram account and after almost a day of wait they basically informed me they can't help because it was too late and I would have to pay to return my swimsuit. WHAT! I'm very frustrated. They weren't attentive and made my situation worse by not responding and now I have to pay to return something that I tried to resolve as soon as I ordered it. Once the swimsuit came in the mail it was horrible quality and not worth the money I spent to even return it. The swimsuit didn't look like the picture and the color was faded and old looking. Do not order from here because they don't find customers needs a priority and they will screw you over with swimsuit quality.”

Helpful Report

Posted 5 years ago

Hi Anna, Sorry to hear about the trouble you have had when contacting us. If you ever need to reach us you can use the link below to reach our email or social media https://www.prettylittlething.us/faq I understand that you want to return the item so I've sent you a private message so we can get this sorted out for you. Alex

Posted 5 years ago

“Very disappointed with PLT. Ordered a dress over a week ago which should of come on Friday. I contacted them yesterday to find out where my dress was and I can honestly say that the level of customer service I received was absolutely appalling. I spoke to about six different people and was told that they didn't have the dress in stock when it came to packing it which is fine BUT, when was someone on their side going to inform me? instead, I had to chase it up on the day I was expected to wear it. All the staff I spoke to were very unapologetic and each one of them ignored me when I questioned the fact that I wasn't informed. I will never ever use this site again because who knows, it could happened a second, third or fourth time and I wouldn't have a clue. absolutely useless.”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear that an item was out of stock on your order. I've sent you a private message to discuss further. Alex

Posted 5 years ago

“Dress did not come true to size, it did not fit. Paid express shipping then to return it’s an additional shipping fee. Disappointing”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your haul wasn't on point. Whilst we aim to stick to our size guide as much as possible, sizes can vary depending on the style and fitting of the item. We don't offer free returns from all countries, so you may need to pay to return, however, we work hard with our suppliers to offer returns centres around the world to keep returns cost as low as possible. Any items not suitable can be returned for a refund, which will be processed to our original payment method once our warehouse logs them back. Thanks Usman

Posted 5 years ago

“I made a huge purchase due to a trip coming up. I did express shipping and my package claim to be delivered. There’s proof showing no sign of attempted delivery! I am constantly reaching out to PLT and DHL. Both are horrible at customer service! I just want answers ASAP!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order hasn't landed with you. I've looked into this for you and can see you've been in touch with our customer service team. Glad to hear our team had your back and you were able to locate your order. I hope you love you haul and if there's anything else, please reach out. Thanks Usman

Posted 5 years ago

“Ordered from the website and wanted to later return an item. Was told by customer service vis email that my return had been received and to expect a refund of the money in my bank account in a few days. Money never arrived - still waiting almost two months later. Customer service is hopeless- chatbox on the website doesn't connect you to a real person (unhelpful automated responses) and they've yet to reply to my email. Not impressed.”

Helpful Report

Posted 5 years ago

Hey Rebecca, Sorry to hear you've not been able to locate your refund. I've looked into this for you can see our customer service team sent you a message on 20/02/20 regarding the refund. If you've not received this reply, please reach out via our social media help pages. We've looked into your€28 refund and our systems are showing the refund have gone through, with the funds leaving our bank on 05/01/20. If you can't locate the refund, please ensure you are checking the correct bank. It would be the one that was original debited around 29/11/19. If you still having trouble, please reach out to the bank directly and they'll be able to advise further. Thanks Usman

Posted 5 years ago

“Never had such terrible service. There is no number to call them so I’m stuck in a massively long email chain about the fact I never got my item and my tracking validates that as the tracking shows they attempted one delivery then never came again. I just want my item or my money, simple. The amount of back and forth with literally no resolution for a MONTH is beyond me.”

Helpful Report

Posted 5 years ago

Hey, I'm sorry to hear your order hasn't landed with you. I've looked into this for you and can see you arranged re delivery with the courier, however, it looks like they weren't able to. We investigated this with the courier and due to the time frame with no further update, the order was classed as lost in transit. The refund was processed back to the original payment method and it'll show in the account by the end of 21/02/20 at the latest. Thanks Usman

Posted 5 years ago

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