Name: PrettyLittleThing.com
Rating: 2.58

“Refund takes too long”

Posted 6 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 6 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 6 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 6 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 6 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 6 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!”

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Posted 6 years ago

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

Posted 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

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

Helpful Report

Posted 6 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 6 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 6 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 6 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 6 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 6 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.”

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Posted 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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”

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Posted 6 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 6 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 6 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 6 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