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PrettyLittleThing.com Reviews

2.6 Rating 2,339 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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

“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.”

Posted 3 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 3 years ago

“Still waiting for my refunds.”

Posted 3 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 3 years ago

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

Posted 3 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 3 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”

Posted 3 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 3 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.”

Posted 3 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 3 years ago

“very nice clothes, some can look a bit cheap and tacky though, but mostly very flattering and very good prices”

Posted 3 years ago

Hey, thank you for your feedback. We'll be happy to refund any unworn/unwashed items that are returned back to us. Take care. - Melody

Posted 3 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”

Posted 3 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 3 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.”

Posted 3 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 3 years ago

“I order a short pyjama set normally I am a size 6 and have ordered 3 times this means I’ve wasted money on delivery 3 times and sent back and now ordered a size 12 because the sizing of them was shocking so so small and the quality of the material is shocking so see through so disappointed as heard really good things about pretty little thing”

Posted 3 years ago

HI, I am sorry you were not happy with the sizing and quality of your items. I can see you have returned and been refunded for this order 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. With thanks, Melody

Posted 3 years ago

“Absolutely shocking! Your sizing is so so off! Got a large and they didn’t fit me (I’m a large in clothing) and didn’t fit my mother who is a medium.”

Posted 3 years ago

I'm sorry to hear you were disappointed with the sizing of the item you received, please send us an email to customer.services@prettylittlething.com with an image of the item received, your PLT order no and the name of the item and we'll be able to get this sorted for you. Thanks, Em

Posted 3 years ago

“My daughter ordered sweatpants from PLT and when they arrived, they were a really cheap, thin, see-through material. When buying sweatpants, there is a degree of thickness one expects!? And they weren't cheap. The resulting bad customer service made me swear never to use these sketchy online clothes retailers. I'll stick to reputable retailers who have better prices, better customer service and usually free shipping!”

Posted 3 years ago

Hi Diana, I'm sorry to hear you were disappointed with the quality of the sweatpants your daughter received, please feel free to return these back to us and we'll be happy to get a refund processed for you. Em

Posted 3 years ago

“I ordered a dress on January 12th. The expected delivery date is January 21st. However, I just received an email stating that I probably won’t receive the dress on that date. I’m so irritated!! I have a birthday photoshoot on January 25th. And I literally based the entire shoot off of that dress, so I don’t receive it before then, everything is going to be ruined. Not to mention a ordered some jeans on January 6th, they’re supposed to arrive, yesterday. PLT really needs to get it together. I have never had this issue with them before. If fashion nova can get my stuff here on time, so can y’all. It’s ridiculous. What am I supposed to wear, if my parcel doesn’t arrive?”

Posted 3 years ago

Hi Macara, I'm sorry to hear your order isn't with you yet, I appreciate the disappointment. I can see your order is still on it's way to you. I've sent you a private message with further information. Thanks, Em

Posted 3 years ago

“Be aware of this company once you make an order you wont get any service if you have any small problem they will tell you slrry we cant do anything for you because we are busy with the sells , i have maked an order one hour ago than realize that thier system put the wrong phone number by default u contact thier costumer service to ask gor solving my problem as the parcel still hasnt been prepared I asked a simple service is to correct the number that was for a stringer country than mine , you know what they told me we are sorry you have to try to reach your order or wait until it send and come back to us to just charge me the transfert fee than we can refund you the order money is this logic this is a hig scam company with no fear costumer service, hass and miriam asked me for my order detail though they was gonna help me withy problem at the end after 5 hours waiting the onlything they say sorry we cant do anything for you because we are busy try to reach your order how im gonna do if your stupid system put a string number ???”

Posted 3 years ago

Hi Es-sbai, I'm sorry there was an error with the phone no on your order and to hear you were unhappy with the customer service you received in relation to this. As it's just the phone no that's incorrect, this may not impact the delivery. If for whatever reason the courier isn't able to deliver with the details they have, then they'll contact us for an alternative phone no. We'll be in touch via email if there's any issues delivering your parcel. You can then provide us with an alternative phone no to pass onto the courier, if needed. Thanks, Em

Posted 3 years ago

“I ordered a good amountnof clothes about a week and a half ago and barely received any type of tracking history . It was estimated to deliver On Monday January 18th but no information on where its at . I dont know where my package is or when it will get here and i leave in 5 days for vacation. Im so upset with this.”

Posted 3 years ago

Hi Thalia, I'm sorry to hear your order isn't with you yet, I appreciate your disappointment. I've checked this out for you and can see you've been in contact with our customer service team via email. If your order doesn't arrive within the timeframe stated in the email, then please just reply and we'll be able to get this sorted for you. Thanks, Em

Posted 3 years ago

“The clothes variety good really. But customer service is absolute nightmare. I would have preferred it if they say we don’t do customer services at all instead of wasting people’s time like that. I have a delayed order. Delayed for TWO WEEKS for a next day delivery option. Mainly Hermes the delivery services are messing the delivery up. But PLT has done nothing to help. Now I’ve lost my money and haven’t received an order. Nightmare experience with zero help! The only time customer service run to reply and act like they want to help is on public reviews because this what happened to me on TrustPilot and still didn’t get any one to solve my problem.”

Posted 3 years ago

Hi Sahar, I'm sorry to hear your order didn't arrive when expected, I've checked this out for you and can see that your query has been resolved via social media and your order has been refunded in full, if there's anything further we can help with, please just reply to this message Thanks, Em

Posted 3 years ago

“I ordered an outfit on January 7th and it said that it should be here on January 18th so I ordered it. It’s been 8 days and I’m getting no updates on where my order is or if it even shipped I’m freaking out because my birthday is in 5 days and I wanted to wear that but I don’t think it’s gonna get here when it was supposed to. :/”

Posted 3 years ago

Hi Destinie, I'm sorry your order isn't with you yet and to hear you're struggling to track this, I appreciate this was purchased for your birthday. I've looked into this for you and have sent you an update via private message, please reply to this is there's anything else I can help with. Thanks, Em

Posted 3 years ago

“All pjs are see through I got three pairs for Christmas the quality of the clothing is horrible”

Posted 3 years ago

Hi Leona, I'm sorry to hear about your PJs. Please could you drop us a message with your order number and some images of the PJs so we can help you further with this and flag the items to our quality control team? https://www.prettylittlething.com/contact-us Thanks, Adam

Posted 3 years ago

“Hello, I can’t find an email I could write to... I’m wondering if I have to place an order again if my package was lost and you said I’m going to get a refund?”

Posted 3 years ago

Hey Aleksandra, I'm sorry to hear about your order. If this has been refunded, please feel free to reorder on site as normal. If you need our email address in the future it's customer.services@prettylittlething.com and you can find all our other contact info here: https://www.prettylittlething.com/contact-us Thanks, Adam

Posted 3 years ago

“It so annoying because I love PLT! 😫but I have got next day delivery for a year and last week I had to wait a week when I needed it the following day (which is when it was supposed to arrive as I ordered it in the morning) the following day. I placed 2 more orders. One last night amd one the day before amd once again I have still received no package 📦 so you might want to think about changing your mail company because this is making me very angry”

Posted 3 years ago

Hey Jasmin, I'm really sorry to hear you didn't received your order on time, I understand how you're feeling with this. Please could you drop us a message with your order number so we can look into this further for you? https://www.prettylittlething.com/contact-us Thanks, Adam

Posted 3 years ago

“Excellent free returns, great sizing options. Occasionally an item arrives a slightly lighter colour than it appeared on the website but I've sent it back with no issues. Other than ethical and environmental reasons I see no reason not to shop at PLT.”

Posted 3 years ago

Hey, Thanks so much for your positive feedback, that’s great to hear. Have an amazing day and come back again soon! Thanks, Adam

Posted 3 years ago

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