Name: PrettyLittleThing.com
Rating: 2.59

“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

“I did not receive my delivery! Hermes notes that my delivery was delivered and signed for by ME when I wasn’t even home! To make matters worse there is no one responding to my online queries. Extremely disappointed.”

Helpful Report

Posted 5 years ago

Hey Melanie, Sorry to hear your order didn't land with you and you've not been able to locate our replies. I've looked into this for you and can see you've managed to get in touch with our customer service, who have got another order sent out to you. I hope you love your haul and if there's anything else we can help with, our customer service team are here 24/7. Thanks Usman

Posted 5 years ago

“HIGHLY disappointed. Be careful when ordering through this site as your order might be severely delayed or lost. I ordered several items and was expected to get it delivered the day before my trip. Checked online and was told it would be delivered on the day of my trip. Cool. I'll get it by the time I have to leave. WRONG! Delivery driver failed to do as was instructed and was given the run around by the delivery company they work with (DHL). My items were processed to be picked up, without my consent, to a state that was entirely different from where I live. That wasn't it! I was told by a customer service agent EVERYTIME that it was processed for re-delivery to my address, spoke to a supervisor and it wasn't until today that I was told that once it gets sent to a facility, It has to be picked up. HOW CAN I PICK IT UP WHEN I DON'T LIVE IN THE STATE THAT IT WAS SENT TO?! I contacted PLT through WhatsApp and didn't receive a response. I am VERY displeased with PLT. This was my first time ordering and I was so excited to wear my items on my vacation but never again. I will tell everyone to be cautious when ordering from PLT because they don't respond to your inquiries in a timely manner and the delivery company that they work with is incompetent at completing their jobs.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your haul didn't land with you in time for your vacation. I totally get where you're coming from and hope it didn't ruin your vacation. I've raised this with our logistics team, so they can speak to the courier company and find out what happened as they shouldn't have held it for collection without your authourisation to do so. I can see you've been in touch with our customer service team now and they're working to get the order returned back to us, so we can refund this for you ASAP. Once the courier confirms this with us, we'll process a refund back to the original payment method for the items. In the meantime, I've refunded the shipping fee back to the card used and it'll show in the account by the end of February 21st, if not earlier. Thanks Usman

Posted 5 years ago

“HIGHLY disappointed. Be careful when ordering through this site as your order might be severely delayed or lost. I ordered several items and was expected to get it delivered the day before my trip. Checked online and was told it would be delivered on the day of my trip. Cool. I'll get it by the time I have to leave. WRONG! Delivery driver failed to do as was instructed and was given the run around by the delivery company they work with (DHL). My items were processed to be picked up, without my consent, to a state that was entirely different from where I live. That wasn't it! I was told by a customer service agent EVERYTIME that it was processed for re-delivery to my address, spoke to a supervisor and it wasn't until today that I was told that once it gets sent to a facility, It has to be picked up. HOW CAN I PICK IT UP WHEN I DON'T LIVE IN THE STATE THAT IT WAS SENT TO?! I contacted PLT through WhatsApp and didn't receive a response. I am VERY displeased with PLT. This was my first time ordering and I was so excited to wear my items on my vacation but never again. I will tell everyone to be cautious when ordering from PLT because they don't respond to your inquiries in a timely manner and the delivery company that they work with is incompetent at completing their jobs.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your haul didn't land with you in time for your vacation. I totally get where you're coming from and hope it didn't ruin your vacation. I've raised this with our logistics team, so they can speak to the courier company and find out what happened as they shouldn't have held it for collection without your authourisation to do so. I can see you've been in touch with our customer service team now and they're working to get the order returned back to us, so we can refund this for you ASAP. Once the courier confirms this with us, we'll process a refund back to the original payment method for the items. In the meantime, I've refunded the shipping fee back to the card used and it'll show in the account by the end of February 21st, if not earlier. Thanks Usman

Posted 5 years ago

“I ordered a “blush” coloured dress for my brothers wedding, or at least that’s what I thought I’d ordered but what I got was what can only be described as the nastiest shade of brown, it wasn’t even close to what was advertised, it was horrendous so I can safely say that I will be giving this site a massive swerve from now on 🤮🤮I would upload a picture if I there was an option to do so”

Helpful Report

Posted 5 years ago

Hey Sharon, I'm sorry to hear you didn't love your haul. I've tried to look into this for you, however, I've not been able to find a blush coloured dress with the deets provided. I can see from the order I could find that you've returned both items and the refund was processed back to the original payment method on 02/02/20. If there's anything we can help with, you can reach out to our customer service team 24/7. Thanks Usman

Posted 5 years ago

“I’m normally a happy customer I love your clothes!.. but this time I ordered a dress and it was ripped . I’ve been so busy at work I missed the deadline to send it back. It won’t stop me from ordering in the future by I was a bit disappointed tbh!”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear about your dress, this is not to our usual standards, let's get this fixed. I've sent you an email for further details. Please could you check your inbox along with your spam and junk folders for this. Thanks Alex

Posted 5 years ago

“I always have issues with their shipping. It always takes entirely too long. I once had to go to the post office to pick of them item myself. I currently have a lost package. They have not responded to my inquiry or refunded me.”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear you have not received your order yet. I've take a look into this for you and have dropped you a private message to discuss further. Alex

Posted 5 years ago

“The dress was poorly made. On the side, there was a big hole in the stitchings. Now I have no choice than to send it back, but I have to pay 13 euros for the return.”

Helpful Report

Posted 5 years ago

Hey Marlene, Sorry to hear about your dress lets get this sorted out for you. I've dropped you a email, please check your inbox along with your spam and junk folders for this. Alex

Posted 5 years ago

“The dress I ordered was poorly made. There was a big hole in the stitches on the side. Now I have to send it back, but because I ordered from the Netherlands I have to pay the return”

Helpful Report

Posted 5 years ago

Hey Marlene, Sorry to hear about your dress lets get this sorted out for you. I've dropped you a email, please check your inbox along with your spam and junk folders for this. Alex

Posted 5 years ago

“The dress was poorly made and the size not true. Sent back for full refund and over a week later and I'm unable to track the return. Tracking number invalid. Not good at all.”

Helpful Report

Posted 5 years ago

Hey Kimberly, Sorry to hear you didn't love your haul and you've not been able to track your returns. I've passed on you feedback to our buying teams, so they can speak to our suppliers and see if they can improve the quality whilst maintaining our competitive pricing. Your refund for the dress was processed to the original payment method on February 5th and will show in your account around this date no later than February 12th. Thanks Usman

Posted 5 years ago

“Ordered clothes for a holiday was told I would receive them on 23/01/2020 but they didn’t arrive. Chased PLT up about it they told me it should arrive before 08/02/2020 (the day I leave for Holiday) it didn’t arrive then either and didn’t have time to get new clothes. I’m currently on holiday and have been informed by the person house sitting for me that they finally arrived. 1/10 wouldn’t recommend buying if you need them by a certain date.”

Helpful Report

Posted 5 years ago

Hey Ally, Sorry to hear your order didn't land with you in time for your holiday. I can see our customer service team have refunded the delivery cost back to the original payment method as the order was so late. I've looked into the reason for the delay and the order was delayed at the couriers main hub and then took a bit longer than expected to arrive in country for delivery. We've raised this with them, to find out the reason for the delay and find out what we can do to reduce the chances of the delay in the future. Thanks Usman

Posted 5 years ago

“I placed my order on January 15th and I still haven't got it. It's been almost a MONTH, I probably won't order from this site again knowing it takes so long...”

Helpful Report

Posted 5 years ago

Hey Noa, Sorry to hear your order hasn't landed with you yet. I've spoken to the courier and they advised there's been some delays getting orders cleared in customs. At the moment, they weren't able to let us know how long the delays are for, however, they're working as fast as they can to get the orders cleared. Once the order has been cleared, it'll be handed over to the national postal service for delivery and the tracking will update further. Thanks Usman

Posted 5 years ago

“My order was said to come January 24th or even before said date but here it is February 6 and I am STILL WAITING.. honestly so disappointed and I don’t think I’m ever going to order from them again which is said because the clothes look amazing.”

Helpful Report

Posted 5 years ago

Hey Nicole, Sorry to hear your order hasn't landed with you yet. I've looked into this for you and it appears the order is stuck in customs. If you don't receive an update by February 9th, please reach out to our customer service team and they'll be able to get this sorted for you. Thanks Usman

Posted 5 years ago

“Ordered my clothes for the first time on PLT this Jan on the 15. It’s Feb now and still nothing for me from PLT. Their shipping method for international orders is the pits. I’ve ordered from other vendors internationally and didn’t have such a crappy experience. Don’t even think I’ll be as excited about my purchase by the time it gets here. If it even gets here!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order hasn't landed with you. I've looked into this with the courier and they've let us know about known delays with customs in the delivery country. You are also able to contact your national postal service or local customs office to confirm the delay. Once the order clears customs and hands over to the local delivery office, the tracking will update, further. Thanks Usman

Posted 5 years ago

“Everything else i got was wonderful except for my recent purchase of the shoes, they was all the right shoes but all the wrong size and i been dying to wear them and now I’m so disappointed, i ordered all sizes 6-7-8, and they sent me sizes 5 and 4 and i have wide feet i would be able try and squeeze into them if my feet was skinnybut my feet are way too wide, and I’m just so disappointed cause i loveee shopping from here and now i just wasted 100 dollars”

Helpful Report

Posted 5 years ago

Hey, Sorry for the confusion over our sizes. As we're based in the UK, our items are labelled in UK sizes, however, this would be the equivalent to the local sized order. You can view our size guide here - https://www.prettylittlething.com/size-guide If they still don't want them, you can return them back to us for a refund, using our low cost returns portal here - https://usprettylittlething.intelligentreturns.net/main/landing Thanks Usman

Posted 5 years ago

“Ordered 2 different packages in the same week paid 10euro for shipping , I waited a month for it and it still didn't arrived so I checked the tracking of both packages and it said the package was returned an could not be delivered because the adress was incorrect ( my adress was correct ) ! Both of the packages were returned and i never got my clothes , they said they couldn't send it back to another adress (from my mom's house) so the only option for me was to reorder the clothes again when they refunded me ! I didn't get the shipping money back ( 20 euro ). I get that things like this can happen , but with the 2packages in the same week ???”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order didn't land with you. I've checked this for you and for one of the orders, the address wasn't complete, so was returned. For the second one, the courier advised they did have it out for delivery, however, there was nowhere to leave the order or any one to accept the order. Thanks Usman

Posted 5 years ago

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

PrettyLittleThing.com Reviews