PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.58

2.6 Rating 2,357 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

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Metrics

2.6

Based on 2,357 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

“for starters the items were delivered to the wrong house. i went to the post office which they showed me a house which wasnt mine. i drove down 4 different streets and found my items. the sizeing wasnt good. i ordered two things the same size and one fits, the other doesnt. i got two skirts, one black, one white and the are both see through. not really happy with my purchases”

Helpful Report

Posted 6 years ago

“for starters my delivery was sent to the wrong address 4 streets away. i got my items and the sizeing wasnt the best. i got two items the same size and one fits and the other doesnt. i got two skirts one white and one black and they are both see through. regret buying the items”

Helpful Report

Posted 6 years ago

Hi Chenae, Sorry to hear about your order, I have sent you a private message to discuss further. Alex

Posted 6 years ago

“Postal could be better”

Helpful Report

Posted 6 years ago

Hi, Thanks for your feedback we'll pass this on to the dispatch team. Alex

Posted 6 years ago

“Ordered 3 dresses on a Monday that were required for a dancing performance on Wednesday the following week. To be sure I’d get them on time I paid $15 for Express shipping (5-7 business days) and received notification the same day that package had been despatched and would be received following Monday. There were no entries in the tracking info and I was getting concerned as I had no idea where they were and friends who ordered without express shipping had already received theirs. I emailed PLT but got no response, I was going back and forth with the postal company who could not tell me anything except that they received the parcel from PLT 5 days after I placed the order. Dresses arrived 4 days late (on Friday). I sent at least 3 emails to PLT with no response. Contacted them via Instagram and was told they don’t deal with sales queries and that I needed to email. I wasted so much time, ringing and emailing and in the end got nowhere other than receiving some very ordinary dresses much later than I should have and had to deal with a very stressed out daughter in the process. The postal company advised that the timeframes quoted by PLT are only accurate if they despatch the goods on the same day they’re ordered which is highly unlikely. My advise is shop elsewhere and don’t rely on express shipping to get your order on time.”

Helpful Report

Posted 6 years ago

Hi Anita, Sorry to hear that your parcel was late, especially as these dresses were needed for a dance performance. I have taken a look into this and have dropped you a private message to discuss further. Alex

Posted 6 years ago

“I returned 2 faulty dressed which were broken as the straps were every poorly designed/ cheaply made and returned 1 duplicate order I DID NOT GET a refund for these 3 items, I spoke to customer services and the matter has still not been resolved as of yet.”

Helpful Report

Posted 6 years ago

Hi Amarah, Sorry to hear that you have not received your refund for your returned items / orders. I have sent you an email to get some further details regarding the orders. Please check your inbox along with your spam and junk folders for this. Alex

Posted 6 years ago

“Terrible delivery”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear you have had a bad delivery experience, we'll let our dispatch team know to pass on the feedback to the couriers. I'll drop you a private message to follow up. Alex

Posted 6 years ago

“I buy for a coat since the 12february I didn’t receive anything ! The product has not been expedied yet !”

Helpful Report

Posted 6 years ago

Hi Nes, Sorry to hear you have not received your order yet. I've taken a look into this and will drop you a private message to discuss further. Alex

Posted 6 years ago

“I asked for my order to be tracked and nothing was done! Royal mails has been showing the same update for three weeks!”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“I bought the bedtime strappy jumpsuit in a small but I don't know what kind of women these are made for but you'd need about 2 foot between your chest and shoulders, for the straps to sit on my shoulders the v neck bit is sitting down by my belly button and that isn't normal, and certainly is not based on an average 5ft 5 size 8 woman, you need to be 6ft with a large gap between yr chest and shoulers, but I couldn't be bothered with hassle of returning it so just stitched the straps up but doesnt sit the same, but it is only for bed, anyway lesson learnt, you get what you pay for, if it's cheap, it will be made cheap and will look cheap!”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about your jumpsuit, we'll get this logged with the team to check out this item. I'll drop you a private message to discuss further. Alex

Posted 6 years ago

“This was probably my third time ordering from you guys, still disappointed material isn’t what’s shown on the models. Almost like a fraud sizing is very different and confusing. Material sucks. Nothing so far I have ordered I liked.”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about your order. I'll send you a private message so that we can discuss further. Alex

Posted 6 years ago

“Purposefully mislead to believe that an item was a part of a set as it was in all the pictures on the website both on and off the model. Clearly an attempt to scam people out of their money. Continued to be mislead when I contacted customer services waisting my time as well as my money.”

Helpful Report

Posted 6 years ago

Hi Lara, Sorry to hear about this, i'll send you a private message so we can discuss further. Alex

Posted 6 years ago

“The arms were about 4" too long, the top of the dress barely covered my bust, and did not go to the waist as it did in the picture, I have normal proportions and have never come across this before. To return this would be even more cost and time so I will donate it to our local charity shop but unless it is cut up for a small child with very long arms it is no good to anyone. Total waste of money, this was my first and last experience of buying from this website.”

Helpful Report

Posted 6 years ago

Hi, Sorry to hear about your dress, we want to take a further look into this. I've sent you an email for further details. Please check your inbox along with your spam and junk folders for this. Thanks, Alex

Posted 6 years ago

“My delivery hasn't arrived yet! It was supposed to arrived more than a week ago. i'm still waiting, if I Don’t get it soon I want My money back”

Helpful Report

Posted 6 years ago

Hi Luisa, Please accept my apologies for the delay in getting your order to you. I've looked into the tracking information and can confirm your order has reached Spain. I have sent you a private message with further information on this. Thanks Kay

Posted 6 years ago

“Mi pedido aún no ha llegado y debió llegar el 17 de este mes, cuánto más tengo que esperar? Muy poco satisfecha, o me llega o quiero que me devuelvan el dinero. Mi localizador de pedido es LN011833075GB”

Helpful Report

Posted 6 years ago

“Fit of dress was awful so returned it on 9/1/20 and am yet to receive a refund”

Helpful Report

Posted 6 years ago

Hi Karen, I'm sorry to hear you wasn't happy with the fit of the dress. I can see we have refunded you for the dress on 24th Jan 2020. I've dropped you a private message with further info. - Shahbaz

Posted 6 years ago

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

Helpful Report

Posted 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

PrettyLittleThing.com is rated 2.6 based on 2,357 reviews