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 still have not got my order. I wrote a letter, but still haven't got the answer.”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry you haven't received your order and not had a response to your letter. I've sent you a private message with further info in regards to this. - Shahbaz

Posted 5 years ago

“Ordered some shoes from prettylittlething with next day delivery but they didn't arrive. I messaged them with no response so went to their online customer service chat and asked for a refund as they hadn't arrived 10 days later. They acknowledge I haven't received the shoes but won't refund my £54 until they have had information back from Hermes about the status even though they have the tracking info saying they haven't been delivered. They said they would let me know in due course. Look on PLT facebook and lots of posts of other customers in this situation and complaining about same issue and terrible customer service. I think trading standards should be looking closely at PrettyLittleThing Share”

Helpful Report

Posted 5 years ago

Hi, Please accept my apologies for the issues you've experienced with this order. Unfortunately, the tracking information has not updated to show the progress of your order and to avoid any further delay to you, I will get this resolved. I can confirm I have issued a full refund for this order back to your original payment method of card. Please allow till 29/Jan for your refund to reach you. Thanks Kay

Posted 5 years ago

“They claimed to have attempted a delivery for my package and left a card, which they never did. I emailed the company and they will not give me a refund despite me never receiving my package. DO NOT ORDER!!!”

Helpful Report

Posted 5 years ago

Hi, Please accept my apologies that you did not receive a calling card for the delivery attempt. I’ve had a look at the tracking information and can confirm the courier did not leave a calling card as they were unable to access the delivery location. The courier has advised they will reattempt delivery on the next available working day - which should be today. Please keep an eye on the tracking information to be kept updated on this. You can also contact USPS directly and quote your tracking code to request redelivery or arrange collection from your local post office. Thanks Kay

Posted 5 years ago

“Used code GIMME50 to get 50% off as advertised on the front page of their website. As the order is going through all the prices for the item were jacked up to before discount amounts without an option to opt out (took me straight to the order confirmation screen). Reported it within MINUTES of making the order (note: agents are never available. You must try and get them to respond to you on Facebook). WAS TOLD THE ORDER WAS CANCELLED and that I would be receiving an email confirming so within hours. Waited a couple hours and ASKED AGAIN for the confirmation email. Was told it would come within the next several hours. The next morning I woke up and asked them where my order cancelation email is. They told me they would not be able to cancel my order. THEREFORE, I am STUCK paying double what I thought I was going to be paying and I even got rush delivery because I originally thought I was saving so much money. I have opened a Paypal dispute. Do not order from them. They do not care about their costumers.”

Helpful Report

Posted 5 years ago

Hi, Please accept my sincere apologies for the issues with adding a promotional code on your order. I’ve looked into your order and unfortunately no promotional code is showing as applied to the order. I have contacted the courier to request your parcel is returned to sender but will need to wait for a reply from the courier or for the tracking information to show return to sender. Once the tracking information has updated, I will be able to issue a full refund for this order. You can also refuse the delivery if the courier attempts delivery and once refused please contact us on customer.services@prettylittlething.com so we can process a refund. Again please accept my apologies for any inconvenience caused. Thanks Kay

Posted 5 years ago

“I am replying the last email sent to them: This is the 3rd complaint i make for this same order. This time, after moving around like a crazy woman trying to find my order i only were able to do it because i filled an official claim against your delivery partner GLS. Now i received the items and 3 items are faulty and don't match the size guide for shape collecting which they belong to. I have contacted you on instagram and someone had informed me that i could return the items as the return costs would be refunded as soon as i send you the receipt if proof, which i did. And now they telling me that if i return other items then the dresses the refund would not be made. So, i had all this trouble to get this order for nothing, as the person who informed me that you would refund the return costs were dishonest, i wasn't informed that if i returned more items the refund would not be made. Are you serious? I have returned the items that don't correspond to the same information on the size guide, which they are much bigger than the size guide indicates. I know this isn't a problem for you if you loose a customer as you have a lot, but i won't buy again from this group, as the dishonest behaviour and incompetence are what you have to offer.”

Helpful Report

Posted 5 years ago

Hey Alexandra, Sorry to hear about the experience you had and the items didn't match the size guide. I've passed over your feedback to the relevant teams, so they can speak to the advisers and improve the service we offer in the future. We've passed over your details to our finance team, who'll process a refund for the returns cost to the payment details you provided. Please allow up to 30/01/20 to show in the account. If there's anything else we can help with, please let us know. Thanks Usman

Posted 5 years ago

“Shady!!!! They canceled my order all together, due to some technical issue,as they said. All my items were sale items. They should have honored the prices displayed at checkout! The prices were up for most part of the day, but the next morning after I made my purchase, they canceled my order, saying that all my items in my cart were not available.! That was a lie, because the same items are still on their website, but guess what, not the same price that I originally purchased them before the day. Super SHADY and not good business! I will not be returning back as a long term customer, as I have been shopping with them for a while now. That was Shady! Even if it was a tech issue, honor the prices displayed to customers and move on, and get your tech team in order!”

Helpful Report

Posted 5 years ago

Hey, Sorry for the confusion caused by the cancellation email you received. The order has been cancelled due to the items ordered being incorrectly priced. Where there is an obvious pricing error onsite and items are displayed at an incorrect lower amount we can reject the order. This is why your order has been cancelled and refunded. Full details can be found in section 7 of our Terms & Conditions here: https://www.prettylittlething.com/terms Thanks Usman

Posted 5 years ago

“I never received my package.”

Helpful Report

Posted 5 years ago

Hi Starr, Sorry to hear you have not received your parcel yet. I have taken a look into this for you and have dropped you an email with further updates on your parcel. Please check your inbox along with your spam and junk folders for this. I'll send you a private message in case you need to reach me here. Alex

Posted 5 years ago

“I have been a loyal customer of PLT for many years now but recently the quality and delivery of items has been awful. I am constantly being sent items that look nothing like the imagine on the site, poorly cut clothes, delivery has been terrible with my most recent order never benign delivered, the delivery man lying and then when another order was sent to me he magically found my order and delivered them both. I and now expected to return the items with absolutely no compensation for how much hassle this order has caused me. I would also like to mention that in this order I once again received an item that looked nothing like the one on the website. Safe to say this will be my last order from PLT as it is not what it used to be. So disappointed with everything about PLT. It’s worth spending more on clothing from other places to avoid the awful quality and awful delivery. seriously AVOID plt.”

Helpful Report

Posted 5 years ago

Hi Millie, I'm so sorry you're not happy with the quality of clothing or the delivery service. I have flagged this up with the relevant teams to look into further as we're always looking at ways to improve the quality of our clothing and delivery service. I've dropped you a private message with further info in regards to this. - Shahbaz

Posted 5 years ago

“Bought some boots didn’t fit paid by Kalana sent the boots back 3 days after receiving them 4 days after return plt took a payment out my bank that was over a month ago still waiting for a refund had no email to say they had received my order back nightmare won’t buy from them again haven’t had problems like this with boohoo”

Helpful Report

Posted 5 years ago

Hi Chris, I'm so sorry payment has been taken after the boots were returned. I've dropped you an email so that I can look into this for you. - Shahbaz

Posted 5 years ago

“Having been a customer of PLT for a couple of years. I’m sad to say recently the quality of their clothes is terrible. I’m constantly having to return items. Received a jumper which was torn. The app doesn’t work properly. Will not be ordering from them ever again. AVOID AVOID AVOID!”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry to hear that you're not happy with the quality of clothing received especially as the last item arrived torn. Please contact us via email on customer.services@prettylittlething.com or through Facebook/Twitter/Instagram/Whatsapp (+447776592329) and drop us clear photos of any faulty items before returning so that we can sort this out for you. As the app, please delete this from your phone and download again and make sure to regularly update the app as this will iron out any glitches. - Shahbaz

Posted 5 years ago

“Los productos que pedí, eran completamente diferentes a la foto, la cualidad era muy baja, podías ver todo a través de la tela, me decepcionó mucho , no volveré a comprar en este sitio”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry to hear that the items you received didn't match what was sold on our site. I have flagged this with the relevant team to carry out a stock check immediately and to rectify any issues found with the remaining stock. I can see the items have been returned so I've dropped you a private message with info on the refund. - Shahbaz

Posted 5 years ago

“All items sizes were wrong will not be ordering anymore from this company”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear that you've received the items in the incorrect sizing. I've dropped you an email in regards to this with further info. - Shahbaz

Posted 5 years ago

“Ive gotten the wrong product while ordering coats”

Helpful Report

Posted 5 years ago

Hi Tasia, I'm so sorry to hear that we sent you the incorrect item. I've dropped you a private message so that I can look into this further. - Shahbaz

Posted 5 years ago

“I ordered a dress for a wedding that’s in two weeks. I never received notification that the item was attempted to be delivered and I can’t file a claim because I need a card from the delivery service that I never got. I just need to figure out how to get the dress ASAP. Help!”

Helpful Report

Posted 5 years ago

Hi Molly, I'm sorry to hear that you haven't received your parcel. I've checked the tracking info and can see the courier has attempted delivery, however there was no one available to sign for the parcel. I've dropped you a private message with further info. - Shahbaz

Posted 5 years ago

“Placed an order for over $600 NOV 30 which allowed plenty of time for Christmas and NYE I never received any items but received message Dec 10th that I was refunded money in four separate refunded amounts. Looking at tracking information package location showed still in Sheffield and it showed only city and state no street address. Chatted with Pretty Little things and they assured me address correct and they would get a new order out quickly, so I reordered items again over $600 Dec 10th. Contacted them several times as Dec 18th received a partial refunded as item out of stock, then Dec 20 received another partial refund, and then 2 more refunds Dec 22 and Dec 30. Never received merchandise and wasted ALOT of time. Had to do a lot of last minute shopping as I was hoping to have their merchandise for holiday wear and gifts! Too bad because I wanted to try their clothing but not going through tis again!!”

Helpful Report

Posted 5 years ago

Hey Lauren, I'm really sorry to hear about this and totally get where you're coming from. I've raised this with our warehouse and logistics team, so they can look into why this keeps happening and what we can do to make sure any future orders are sent out correctly. Once I have an update, I'll be back in touch to let you know we sorted it and what we can do to make it up to you. I hope you had a great time on your holiday and a brilliant Christmas/new years. Thanks Usman

Posted 5 years ago

“ordered a large amount of items for xmas presents, I would say 50% of which had to be sent back due to quality issues, holes in seems too large too small, I find the sizing and quality have dramatically gone down hill, I've ordered from plt for a few years now but and was always quite happy with the product, but just lately the quality has been awful. very disappointing”

Helpful Report

Posted 5 years ago

Hi. I'm so sorry the some of the items have arrived in a poor condition! I've dropped you email so that I can get this sorted out for you. - Shahbaz

Posted 5 years ago

Hi, Sorry to hear you were not pleased with some of your purchased items. I have asked for this to be looked into with our quality control team to ensure all products are to the highest standard. I've had a look into your order and can confirm we have issued a refund for the returned items. If you need anything in the future, please don’t hesitate to contact us on customer.service@prettylittlething.com and we will get any issues resolved for you. Thanks Kay

Posted 5 years ago

“I place a large order because I was going on vacation. I paid for the expedited shipping when I receive the order every one of the sizes was wrong. They charge me a return shipping plus the $16 that I paid for expedited shipping and they refuse to refund me all those shipping fees even though it was their fault. Don’t order from this company they are complete scam scam scam scam.”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry about this! I can see you've been in touch with us on trustpilot and I've just responded to you on there. - Shahbaz

Posted 5 years ago

Hi, So sorry to hear you received the wrong sized items from this order. Please can you contact us on customer.services@prettylittlething.com with a clear picture of your returns postage receipt. As a gesture of good will I would like to refund the cost incurred to return the items back to us. Thanks Kay

Posted 5 years ago

“When I tried to pull p and print a return shipping label to return my order the website said "We cannot find this order." But the virtual assistant was able to pull up my order with no problems. There were no live assistants available I do not have anyone I can speak to directly. Seems like a sham.”

Helpful Report

Posted 5 years ago

Hi, I'm so sorry about this! I've sent you an email to get this sorted out for you. - Shahbaz

Posted 5 years ago

“Worst quality item I think I’ve ever received. There’s no way it was ever tried on a person in the creation process. Just two pieces of fabric blindly stapled together and shipped out. Strangest piece of clothing I have ever witnessed. I ordered a white sweater dress. Very simple - was supposed to have a mock neck and long sleeves and then just hang as if it’s a longer version of a loose sweater but I don’t know what that thing was that they shipped me. I am shook.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you didn't love your sweater dress. Please could you return this back to us, using our low cost returns portal - https://usprettylittlething.intelligentreturns.net/main/landing Once the returns start tracking on the way back to us, a refund will be processed to the original payment method. If the sweater dress is really different to whats shown on site, please message our customer service team with a clear picture of the dress and they'll be able to advise further. Thanks Usman

Posted 5 years ago

“Ordered NEXTDAY delivery last Thursday, parcel still hadn't arrived I've messaged pretty little thing via Facebook messenger and they have to be the most unhelpful company I've dealt with in a long time, they couldn't care less that the parcel hasn't turned up. All they keep telling me is maybe it will arrive today when I know for a fact it won't as the courier doesn't work Sundays it they won't listen and find out where my parcel actually is. This is disgraceful as £5.99 for next day and they won't help or don't care. How are companies like this still trading with customer service like that!!!”

Helpful Report

Posted 5 years ago

Hey Emma, Sorry to hear your order hasn't landed with you and you didn't love our service this time. I fully appreciate where you're coming from, however, investigations with the couriers can take a while to complete, as they have to search their depots and vans. Most of our orders are also out for delivery on Sundays, so I've raised this with our logistics team, so they can chase this up with the courier company and find out why your orders aren't being delivered on Sundays. Thanks Usman

Posted 5 years ago

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