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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I’m so disappointed I ordered a item on the 16/04/2020 and should have arrived before or on 23/04/2020 and furthermore having to pay £4.99 super saver delivery. I don’t see the point of me even paying for the delivery. I didn’t receive an email to say it had been dispatched until I sent an email to customer care the day before it was supposed to arrive and only then they sent an email that it had been dispatched, not even a personal apology for the late dispatch when it should have been within two working days that they should have dispatched. They are taking full advantage of the covid sito and using as a excuse. Not a happy customer at all.”

Helpful Report

Posted 4 years ago

Hey, We take the health and safety of our colleagues very seriously, implementing a wide range of measures, following government guidelines. This means, it is taking longer for our warehouse teams to pick and pack orders, processing them for dispatch. All our delivery times frames have been updated on our website, to take into account these longer lead times. Orders are dispatched as soon as we're safely able to and our courier partners are also working hard to complete delivery as soon as possible. I'm glad to hear they were able to complete this delivery so soon after receiving the order in their network. Thanks Usman

Posted 4 years ago

“Refund takes too long”

Helpful Report

Posted 4 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 4 years ago

“I shopped with pretty little thing and order lots of items as it’s my birthday on Friday. I got my delivery on time which was great. Unfortunately when I received my order Most of the items were way to big for me even though I ordered my size. It’s such a shame as I have to send them all back. I was really looking forward to a new wardrobe. Fingers crossed the returns process is smooth!”

Helpful Report

Posted 4 years ago

Hey Ella, Sorry to hear your haul wasn't on point. We don't offer exchanges, so you would need to return them for a refund and order a different size through our website. We aim to stick to our size guide as much as possible, however, it can vary depending on the style and fitting. I'll pass on your feedback to our buying teams, so the work with our suppliers to ensure they stick to our size guides. Thanks Usman

Posted 4 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 4 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 4 years ago

“Full of lies! Honestly wish I’ve never trusted them. Refund is shocking!”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you've not received your refund. I've chased this up with our finance team and they've pushed the refund through again. IT'll show back in the account by the end of 24/04/20 at the latest. Thanks Usman

Posted 4 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 4 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 4 years ago

“Customer service was great, had an issue with an item not being available once ordered but was sorted promptly.”

Helpful Report

Posted 4 years ago

HI, Happy we helped you out. Keep checking out our New In to stay up to date with what’s new. Alex

Posted 4 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!”

Helpful Report

Posted 4 years ago

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

Posted 4 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 4 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 4 years ago

“Their sizing is ridiculous. I order a 10uk and its extremely small and order a 12 its extremely large. Also their return policy sounds impossible. Its cheaper to throw away the items than returning them. The 2 stars only goes to cute design and good materials”

Helpful Report

Posted 4 years ago

Hey, Glad to hear you love our styles and designs. Sorry to hear the sizing wasn't on point. As with most other retailers, our sizing can vary slightly with others and between styles and fitting, however, we try to stay as close to our size guide as possible. We try to keep our returns cost as low as possible, however, due to the number of countries we ship to, we're not able to offer free returns. We also have a few returns centre, to help keep the costs down. Thanks Usman

Posted 4 years ago

“Every single time they send me wrong size. If I order a 10uk its extremely small if I order a 12 its extremely large. Also their return policy is really bad. It cost me more to return the clothes than just throw then away.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear the sizing wasn't on point. Sizes can vary slightly depending on the style and fitting of the item and we have a few different ranges you can choose from to find the best find. We're not able to offer free returns from all countries but we do try to keep the returns cost as low as possible. We have a returns portal in select countries which offer fully trackabe returns for a low cost fee which is usually cheaper than returning directly with the post office. Thanks Usman

Posted 4 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 4 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 4 years ago

“Bought a pair of platform boots very comfortable only thing is need a bigger size so have ordered a size 6 and sending size 5 back thank you very happy with the quality”

Helpful Report

Posted 4 years ago

Hey, We’re so glad you’re happy with your experience shopping with us! Come hit us up again anytime. Thanks Usman

Posted 4 years ago

“Been shopping with these since they first started, never ounce had a problem :) Love this company. Regularly has new clothes, Delivery is always on time :) refunds are always processed well when I've returned clothes. Can't get better than this company.”

Helpful Report

Posted 4 years ago

Hey Maya, Loving your positive feedback. So happy to hear you love the brand as much as we do. Come shop with us again soon. Thanks Usman

Posted 4 years ago

“I ordered 9 items from the app with a fantastic 60% off and all of the items came in really good quality and they fit perfectly 100% would recommend!!!!”

Helpful Report

Posted 4 years ago

Hey Chloe, Loving your positive feedback. We know you’ll have looked next level in your new look. Come shop with us again soon. Thanks Usman

Posted 4 years ago

“The order was processed fine, delivery was good, but I ordered a jeans an extra size up, because I read a lot of reviews about pretty little things Jeans being very tight, from first trying it on I just about got my feet through it’s very tight from the ankle area, the waist area was very big and the jeans which were meant to be skinny, were very baggy on my legs, the material was also very thin, will Not be ordering jeans from there again.”

Helpful Report

Posted 4 years ago

Hey, Sorry to hear you didn't love the jeans but glad to hear you loved the rest of your haul. I'll pass on your feedback to our Quality control team so they can check the stock and make sure it sticks to our size guide. Please return it back to us and once our warehouse log the returns back, a refund will be processed to the original payment method. Thanks Usman

Posted 4 years ago

“Great prices, great quality and fast shipping”

Helpful Report

Posted 4 years ago

Hey, Thanks so much for your feedback and all round good vibes. We hope you stay a loyal customer for lifey. Thanks Usman

Posted 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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 4 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 4 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 4 years ago

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