Name: PrettyLittleThing.com
Rating: 2.59

“Customer service is not good. No help tracking my order.”

Posted 5 years ago

Hi, I'm sorry you're having trouble tracking your order and the customer service experience you've received hasn't been good. I want to get this resolved asap for you but I just need a few more details. I'll send you a private message to get this sorted. Thanks, Dominie

Posted 5 years ago

“I am still waiting for a refund, and it's been over 30 days. The customer service is terrible. When I inquire, I get responses that my return will be processed. They are scam artists.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry you haven't got your refund yet and it's been over 30 days. I want to get this sorted asap for you but I need a few more details. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“Unfortunatelly Im dissapointed. Customer seevice answering after, not 24h, but a week. Package was not delievered bc of sender mistake. Waste of time. 👎👎👎👎”

Helpful Report

Posted 5 years ago

Hi Paulina, I'm sorry to hear your order wasn't delivered and it took over a week for a response. I appreciate how disappointing this must be. I'd like to look into this further and get this resolved for you, but I'll need a few more details from you. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“NEVER shopping here again!!!! After being a regular customer of pretty little thing I decided to go online and order myself a nice new outfit for an event...to my dismay that nice new outfit didn’t actually arrive. It’s okay though because I had pretty good confidence in the PLT customer service team, so I took to WhatsApp because I discovered they don’t actually have a customer service number???? So if you want an immediate reply you can forget about that. HOWEVER this so called team was made up of about thousands of people, meaning I was receiving a different individual reply from every message that I sent. Starting from the morning I spoke to Foysol who asked for the order number, Clark who told me there was a slight delay (barring in mind I paid £7.99 next day delivery and DHL the courier that they use is completely useless as because their expected delivery for ‘next day’ is 6pm till 10pm?? And just says ‘in progress’ the whole time, oh sorry I forgot to mention they don’t have a customer service number either, only DHL express who won’t actually help you because they claim they are nothing to do with DHL, so both companies combined have no form of contact via telephone. From this I was then passed onto Kay who had the audacity to ask me to leave her A NICE Trustpilot review after still not receiving my nice new outfit, after still not being updated I then spoke to Leah who then told me that it had been delivered? I was so pleased I went to check with my concierge!! Who told me they had no deliveries! Where was my nice new outfit??? I went back to the chat and told them that was a lie, Leah then said sorry there was some confusion and it says on their end that it has been received. At this point I had given up but Hamza then popped up and offered me a phone call (FINALLY) I asked them to speak to my boyfriend and gave them his number with my permission on the chat and was told that was fine, mani then pops back up and says they cannot do this because it’s my account, Then here comes Hakim and says he will schedule another call for me when I’ve finished work, I asked for one at 7pm Then Asha confirmed this, when I was finally home i didn’t receive one during the requested time frame, 12 minutes later Sean finally phoned me on a no caller ID number and offers me a refund or the option to reorder via Hermes this time instead of DHL who caused this issue in the first place, well.. I’m still waiting on my nice new outfit and can’t even track it on PLTs website as it says error every time. May I also suggest that the team stops putting love hearts after every response because when you’re frustrated it makes you even more wound up. This company is so quick to take your money but when your items don’t arrive it takes a whole day to chase someone and actually speak with them. Why don’t they have a human voice to speak to like any other company e.g Asos? Something rather dodgy about that. This is to be continued as I’m still waiting to receive... UPDATE * I have now just been informed by Nikki via WhatsApp that my delivery is not coming With DHL (where the website keeps taking me) and is coming by city sprint? Between 6pm and 10pm now apparently which is not what I was TOLD. Nikki then says ‘as you can clearly see on the tracking it says your delivery is coming between 6pm-10pm’ now just becoming more unhelpful and stating the obvious. The whole point is I’ve been MISINFORMED again. I wipe my hands with this company as they tell lies, avoid them if you can, scrap the nice outfit, I just want my money back.”

Helpful Report

Posted 5 years ago

Hi Amy, Sorry to hear you had issues with the delivery of your parcel, I can appreciate your frustration after reading what's happened here. Please reply to the private message I've sent with your PLT order no so I can look into this fully and take any necessary action in terms of training to ensure this is dealt with correctly moving forward. Thanks, Dominie

Posted 5 years ago

“Return policy makes you pay $4 per item to return it. I wanted to try these clothes out because they are so cute, but the sizing is all off and I have to return. Definitely not going to buy anything else due to this policy. Provide a shipping label for your US customers.”

Helpful Report

Posted 5 years ago

Hey Stephanie, Sorry to hear the sizing was off, I've sent you a private message so I can get this sorted for you. Thanks, Dominie

Posted 5 years ago

“Not pretty,”

Helpful Report

Posted 5 years ago

Hi Nicole, Sorry to hear you feel this way. I'd like to look into this further and get this resolved for you, I'll send you a private message so we can get this sorted. Thanks, Dominie

Posted 5 years ago

“Package is sent to wrong address. The house it ended up being was at some perverts house!”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear your orders been delivered to the wrong address. I'd like to look into this further and get this resolved for you, but I'll need a few more details from you. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“They are unprofessional and have a horrible customer service team! PLT takeS 5 months to refund returns. They gave me an address to ship the returns and never credited the money! After emailing to verify that I sent the merchandise and didn’t receive a refund, they blocked my account and said it was fraudulent !! I will never ever shop with them again!!! I SHOP ON LINE EVERY SINGLE DAY AND THIS IS HOW LOW END RETAIL COMPANIES TREAT THEIR CLIENTS! That was both offensive and disrespectful ! I am a professional who makes a salary that’s comfortable enough to support my shopping habits! When PLT sent me the bikini bottom with another woman’s menstruation on it I should’ve stopped shopping with them! I HAVE PICTURES AND PROOF! I am going to let everyone know about this!”

Helpful Report

Posted 5 years ago

Hey, I've replied to your earlier message. If you could reply to the private message I've sent with your order number and email address I'll have this sorted for you. Speak soon, Dominie

Posted 5 years ago

“They are unprofessional and have a horrible customer service team! PLT takeS 5 months to refund returns. They gave me an address to ship the returns and never credited the money! After emailing to verify that I sent the merchandise and didn’t receive a refund, they blocked my account and said it was fraudulent !! I will never ever shop with them again!!! I SHOP ON LINE EVERY SINGLE DAY AND THIS IS HOW LOW END RETAIL COMPANIES TREAT THEIR CLIENTS! That was both offensive and disrespectful ! I am a professional who makes a salary that’s comfortable enough to support my shopping habits! When PLT sent me the bikini bottom with another woman’s menstruation on it I should’ve stopped shopping with them! I HAVE PICTURES AND PROOF! I am going to let everyone know about this!”

Helpful Report

Posted 5 years ago

Hi FV, Sorry to hear you haven't received your refund and the items you received were sent out to you in this condition. I'd like to look into this further and get this resolved for you, but I'll need a few more details from you. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“I placed an order and waited 2 weeks for it to arrive. On the expected arrival date, I received a notification that the order could not be delivered due to the address on the package being illegible. I verified that the address I entered during checkout was the proper address and, once done, I contacted PLT to get my money back immediately. However, I was told that I would have to wait until the items had been returned. Two weeks later, I still don’t have a refund AND I’m being advised that PLT will not refund the shipping costs, even though none of this is my fault AND I didn’t receive the items I ordered and paid for. I was told that the money would be returned by 8/19/19. On 8/20/19, I was told that the money would be returned by the end of the day. On 8/22/19, I was told that the money would be returned by 8/28/19. They have cute clothes. The question is whether you’ll actually receive them or get your money back if you don't receive them; so purchase at your own risk.”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear your order was returned back to us and you're still waiting for your refund. Let's get this sorted out, I'll send you a private message where we can discuss your order further. Thanks, Dominie

Posted 5 years ago

“Items never arrived chased a few times and was given false promises by Customer Services of items being dispatched and new delivery dates etc but nothing happened. Eventually was told item must have been lost which is laughable when after been told several times that item was ready for dispatch and given several delivery dates. So if lost it makes the personnel at PLT liars with a don't care attitude to its clients. Was even told that express delivery charge would be refunded another lie! Very very disappointed with overall service and would never use PLT or recommend them to anyone ever!!! After chasing monies were refunded but does not make up for the time wasted sitting in for delivery and way we have been treated - and to cap it all after all the chasing to and throw I received an e mail asking how did we do? just awful!!!”

Helpful Report

Posted 5 years ago

Hi Graham, Sorry to hear your order hasn't arrived and the responses you've received, I appreciate your disappointment. I'd like to look into this further and get this resolved for you, but I'll need a few more details from you. I've sent you a private message requesting these, please could you reply to the private message and I'll be able to get this fixed for you. Thanks, Dominie

Posted 5 years ago

“I never received my items and am going to report your fake ass company!! Ashanti is there model lord does she know it’s making her look desperate !!”

Helpful Report

Posted 5 years ago

Hi, Sorry to hear you haven't received your parcel, let's get this sorted out. I'll send you a private message where we can discuss your order further. Dominie

Posted 5 years ago

“Ordered a pair of Sunglasses. Tracked the item and it said that it had been delivered at 10:40 on a certain date and handed to an individual. I live alone and was not home at that time or date. Trying to get an answer from anyone in the company is insane and trying to get an answer from the Postal Service is even worse. Had this happen with another bogus company as well....showing product was delivered and it was not. These people take your money and send you crap or nothing.”

Helpful Report

Posted 5 years ago

Hi, Sorry your order hasn't landed with you yet, let's get this looked into and sorted out. I'll drop you a private message to get some order details from you. Dominie

Posted 5 years ago

“Not a good experience. Merchandise was really poor quality and sizing is way off~!!! Returns from US are not easy and will not be shopping here again.”

Helpful Report

Posted 5 years ago

Hey, Sorry to hear the quality and sizing wasn't up to our usual standard and you've had problems with your returns. We'd love to pass your feedback to our quality team so they can take action and avoid this happening in future. I've sent you a follow-up message requesting a little more info so we can get this sorted. Speak soon, Dominie

Posted 5 years ago

“I live in the US, and when I went to order I selected a US size 6. However I received a UK size 6 and US size 2! It clearly says on the website "choose your US size". Customer service is adamant about no mistake was made on their part. They said because they are a UK company, we will get UK sizes, regardless of what's on the website. I do not recommend, especially if you're outside of the UK.”

Helpful Report

Posted 5 years ago

Hi Channie, I'm sorry to hear you had problems with the sizing. I've had a look at your order and I can see you placed this through our UK site so all the sizes are in the UK conversion. I'll add the US site link below for you and all sizes and currency will be as you'd normally order: https://www.prettylittlething.us I'll also send you a private message, if there's anything else I can help with just hit reply. Thank you, Dominie

Posted 5 years ago

“in 2017 the site was great, reasonable prices meets good quality. the quality now is below poor, plus price hikes making it just another greedy company online. I have sent back my past 6 items for poor quality or colours which arent anything like the site. It is truly become one of the worst online retailers, such a shame as it was once amazing”

Helpful Report

Posted 5 years ago

“DONT do It!!!. Dress did not look nothing like pic, confusion about receipt of return(I had to send proof), and half the price of the dress refunded. I have not received my money 2 months later... I have multiple attempts to reach out to them!”

Helpful Report

Posted 5 years ago

“I never used to have a problem with PLT until the order I have just receieved. The sizes are now completely off. I am normally a size 12-14 but a 14 this time round was far too tight. I have size 12 clothing from PLT which fits perfectly but now cannot fit into a 14. If ordering from this shop always order the size up!”

Helpful Report

Posted 5 years ago

“Honestly the cheapest and fishy Smelling PVC they could skrimp together to make this ‘skirt’ Fake advertising! Matte in image and this is definitely not matte Such a joke! Pretty little thing are a cheap ass tack company Advise anyone not to bother.”

Helpful Report

Posted 5 years ago

“Shipping is fair! Sizes are totally off! The material of all the clothing is extremely cheap! You are better off ordering on AliExpress and paying a quarter of the price because what they sell on their site I can find from China! The advertisement of the clothes on the models is on point but once you receive your item it’s a complete joke! The dresses are see through and extremely thin. I threw money in the garbage making this order!”

Helpful Report

Posted 5 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