PrettyLittleThing.com Reviews

Name: PrettyLittleThing.com
Rating: 2.59

2.6 Rating 2,341 Reviews

37 %

of reviewers recommend PrettyLittleThing.com

Company Reviews

Questions

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've been a royalty customer for afew years now and I've only ever had 1 issue ( lost shoes) was sorted out and I was refunded in the same day with a 30% off coupon.. I recently just ordered over this black Friday but got an email to sayin my next day delivery for a year will be a 72 hour thing. Sometimes I find the sizing to be abit off but overall I love PLT and there quick service. Will continue too buy here. Your clothes are fab! ❤❤❤”

Helpful Report

Posted 5 years ago

Hey, Thanks so much for your positive feedback, that’s great to hear. Have an amazing day and come back again soon. Thanks Usman

Posted 5 years ago

“It certainly isn't a place to order from because as I live alone I can't wait for it to come at random times and days so I ordered on Friday. PLT obvs cannot handle busy periods so due to it being black Friday they pushed delivery to come by 72 hours. Refunding next day delivery doesn't make up for the amount of time I wasted because I waited at home for two days (told both times it'll arrive) and now it's being delivered while I am at work (can't leave with a neighbour because it's a new area) and safe places options do not apply to my flat) from 12:00pm until 14:00pm. I know the delivery company is Hermes but PLT should work with them to ensure THEIR products are being reached to their customers when it's agreed by both parties. I've never been left so frustrated by a company in my life and guess what I STILL haven't got my delivery.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order didn't land with you. I've taken a look into this and got in touch with the courier to find out why the order is late. The order was helped up at the depot, so it couldn't be passed to the driver in time for their round, which caused it to be late. I can see our customer service team has refunded the postage cost back to the original payment method. As you've said there's no safe location or neighbour the order could be left with, the courier hasn't been able to leave the order anywhere on Monday. I've put a request in with them to see if they'll be able to attempt after 5pm instead. Thanks Usman

Posted 5 years ago

“HORRIBLE CUSTOMER SERVICE !!!! I’m extremely upset with this company I’ve ordered a few items from plt and accidentally sent it to the wrong address I immediately emailed them and they responded a day later stating “ there is nothing we can do about this “ are you kidding me so you mean to tell me that some random person is going to receive a free package this is completely unacceptable maybe if you had a phone number where customers can actually contact you this issue would’ve been resolved right away I’m furious I’ve placed this order a month ago and still have yet to receive my package I will NEVERRRRR order from this FAKE website EVERRRRR again fake websites don’t have phone numbers which is why this website doesn’t”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you sent your order to your old address. As we aim to dispatch orders as soon as possible, especially during the festive period, we're not able to change an order once it's been placed. Depending on where you delivering, some of the couriers can leave the orders with neighbours, in safe locations or return the order back to us. Alternatively, you can arrange to collect the order from the address provided when the order was placed. Thanks Usman

Posted 5 years ago

“I paid for US Express delivery, and the package has been stuck with the courier for two days. My first experience chatting with an agent, they told me to wait another two weeks for the tracking to appear and did not address my question about refunding the US Express delivery fee. Luckily, I lost connection and had to be connected to a new agent (Catherine), who without me asking, refunded the delivery fee to me since my package had not arrived within the expected delivery date, and said that since my package is in the area, I should receive it within 24 to 48 hours. Great and easy service - thanks, Catherine!”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear haul hasn't landed with you yet. I've passed on your feedback about the first agent you spoke to, so we can look into why they didn't answer your question and provide them with further training. I'll also pass on your kind words to Catherine so she can feel the positive vibes. Our logistics team will look into the delay with the courier and speak with them to see why the driver couldn't complete the delivery in time and make the tracking clearer in the future. Thanks Usman

Posted 5 years ago

“Had no problems with my purchase and delivery. Thank you.”

Helpful Report

Posted 5 years ago

Hey, Positive feedback is always good to hear. Thanks so much for being a loyal customer. Have an amazing day. Thanks Usman

Posted 5 years ago

“Ordered next day delivery and it still hasn’t arrive two days later, appalling service! Also I have payed twice for next day delivery for the year as it would let me click next day delivery for free the next time after buying.”

Helpful Report

Posted 5 years ago

Hey, I'm sorry to hear your order hasn't landed as fast as you expected. Due to the current sales and large volume of orders, our royalty and next day delivery can take up to 72 hours to be delivered. This will be shown at the checkout when you select the delivery method, so you would know the expected delivery date before the order was placed. Once our sales volume return back to normal, our regular delivery service will be back up and running. I've taken a look at your account and can only find one order where royalty delivery was purchased. Please could you let us know the order number it was purchased on and we'll get this sorted for you. Thanks Usman

Posted 5 years ago

“I have been purchasing from oretty little thing for the past 3 years. Recently they did not send me my past 2 orders. First they sent my order to the wrong address in Dubai instead of Paris, and then For the second order they claim it takes 30 days to ship from UK to Paris! 250€ later i still do not have any of my orders. There is no real customer service! They just keep on sending you robotic messages , every-time with a different representative. Super annoying. Last time i buy from them.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your orders haven't landed with you. I've taken a look into both your recent orders to see what happened and can see you selected a different country compared to the rest of the address. As the UAE was entered as the country, the orders were sent to Dubai, however, they are both being returned back to us, as the rest of the address doesn't match. I've arranged for the items on both orders to be refunded back to the original payment methods and they'll show back in the account by the end of 11/12/19 at the latest. If you do want to order the items again, please ensure the correct country is entered, as we are unable to change the address for an order once it has been placed. Thanks Usman

Posted 5 years ago

“I ordered a size 9 in my heels, but I received a size 7. They can’t fit I need a refund. That’s all”

Helpful Report

Posted 5 years ago

Hey, Sorry for the confusion with our shoe sizes. As we're a UK based company, our items are labelled in UK sizes but this would be the equivalent to the size ordered on site. For example, a US size 9 would be labelled UK size 7. If the heels still don't fit, please return them back to us using our returns portal and a refund will be processed back to the original payment method. Thanks Usman

Posted 5 years ago

“Rubbish quality never matches the image on the website most of the tops and leggings are so thin that they are see through amount of times I’ve had to return is a joke. Bought a coat for £40 once and it started ripping apart 2 weeks after I had it.”

Helpful Report

Posted 5 years ago

Hey, I'm sorry to hear you've not loved shopping with us. I've passed over your feedback to our buying teams, so they can work with our suppliers to improve on the stock, whilst keeping our prices low. I've dropped you an email asking for a bit more information about the coat that ripped, so we can get this sorted for you. Thanks Usman

Posted 5 years ago

“I love the products everything”

Helpful Report

Posted 5 years ago

Hey, Thanks so much for spreading the love with your positive feedback! Come check out our new in again soon. Thanks Usman

Posted 5 years ago

“Quality and sizing always perfect I am a size 14 everything always fitted perfectly. Pricing amazing not too expensive and always have a sale... I have experienced returning an item never a problem and refund received within 6 days”

Helpful Report

Posted 5 years ago

Hey, 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 5 years ago

“Everything was perfect!”

Helpful Report

Posted 5 years ago

Hey, 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 5 years ago

“I have free next day delivery, Ordered by the cut off time of 10pm. 2 days later no tracking still, finally messaged to be told sorry it will be here tomorrow, still not here, sorry it will take another 5 days at least as you ordered by 10.01pm. but on tracking it says it should have arrived next day. Which clearly it didn't. Very disappointing, will not use PLT again.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order hasn't landed with you. I totally get where you're coming from as it should have been delivered a while ago. I've taken a look into the order and can see the order was placed just after our cut off time, which caused a delay by a day and it was then held up at the couriers depot. I've passed this on to our logistics team to look into the delay with the courier and see what we can do to stop this from happening in the future. Thanks Usman

Posted 5 years ago

“Heather responded to my enquiry around 10 minutes after I had sent it. She apologised for the delay in my parcel, refunded me my original delivery charge and was also able to find an update on my parcel and when it’s due to be delivered and sent me over a tracking link. All in all a happy and satisfied customer, I understand there are sometimes delays so glad it’s only a day late!”

Helpful Report

Posted 5 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 5 years ago

“Thrice i have bought stuff from them,the quality is always on the cheap stuff and have had to return them all three times. Definitely not impressed by their now quality, their stuff are not the same as the images on their website quality wise.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear you've not been loving your hauls. We work hard with our suppliers to make sure all our garments live up to our expectations and standards. We use professional photographers and studio lighting to make sure the images on site reflect the items as accurately as possible. If you have any queries, our customer services team are available 24/7 via our website or social media help pages. Thanks Usman

Posted 5 years ago

“Excellent delivery service. Vip is the best. Love my look and so afford always an offer in hand. Love everything about PLT”

Helpful Report

Posted 5 years ago

Hey, We’re so happy you’re loving the brand as much as we do. Come check out our new in again soon. Thanks Usman

Posted 5 years ago

“All that glitters isn't gold - it's often cheap and falls apart quickly! REVIEW: I bought the Brown Borg oversized belted coat recently and the lining started ripping after 2 weeks (conveniently after the returns window). They really demonstrated how they value fast fashion over quality and returning customers. It's unlikely I'll shop there after this experience”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear this happened. It's not what you expect when you shop with us. I can see a member of our team has been in touch with you, asking for a bit more information to help get this sorted for you. If there's ever anything we can help with, our customer service team are 24/7 and you can get in touch via our website or our social media help pages. Thanks Usman

Posted 5 years ago

“Quick delivery, cute top, sizing maybe a bit off but that’s expected with shopping online”

Helpful Report

Posted 5 years ago

Hey, Thanks so much for your kind words! We know you’ll have looked next level in your new PLT. Come shop with us again soon. Thanks Usman

Posted 5 years ago

“Quick shipping, sizing just as described! Awesome quality! Couldn’t be better! Never had any problems! Will shop again 💕”

Helpful Report

Posted 5 years ago

Hey, Thanks for your seriously nice feedback. We’re so happy you’re loving the brand as much as we do. Thanks Usman

Posted 5 years ago

“Delivery was awful! Had an important event to go to and was hopeful for next day delivery as this is what I had PAID FOR! however it never came the next day and I therefore had nothing to wear. An utter shame- the clothes didn’t end up coming until the day after it was supposed to.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear your order didn't land as soon as you expected. I've had a look into what happened and the order was placed after our cut off time, so the order was delivered on the next day. You can see the expected date at the checkout with the various delivery methods we have available, so you'll know when it should be delivered before placing an order. Thanks Usman

Posted 5 years ago

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