prettylittlething.com Reviews 109,606

I have ordered with them and needed my item within 2 days. I payed £9.99 for the next day delivery. 24 hours later the delivery company evri, have not yet received my item which means it still may take a further day or so for me to receive my purchase. Unfortunately this is not the first time this has happened. Next day delivery is false advertisement . Unfortunately because of this I now have to go shopping to find a replacement which is an inconvenience especially after spending hours searching for this purchase which was a waste of time and money.

I rarely leave reviews but this site is awful. Do not pay for Royalty. Biggest waste of money ever. There is no next day delivery and I was charged to return my parcel. I've tried to get a refund but their customer service is shocking. They don't reply to emails. Stay away.

Quick, detailed response regarding my return query. Thank you to Kai!

DO NOT BUY, I made a purchase with pretty little thing, like i have done many times before, im a massive returning customer. however this time was not. positive experience, i made a return, it was excepted by them, they emailed me stating the amount which was £50, that i should expect to receive to my original payment method. Then after a few days they send me another email saying I have recieved the refund in store credit. I then got in contact with customer service on over 4 platforms, no response for about 3 days, i recieved a response today via instagram stating that they couldn’t do anything as i selected store credit. this was not the case. Id sent them proof before this of it not being the case yet they ignored this. I have now filed an official claim via my bank against pretty little thing, as its ridiculous a company can withhold MY MONEY. I suggest plt if you don’t want a fraud claim against you through the bank, refund my money. As they are taking serious action, due to the amount of evidence i have.

Exceptionally poor customer service. Very frustrating!

Order was late, order was incomplete, only able to communicate with Ai bot, no opportunity to speak with a real person. Told all customer service representatives are busy. No wonder if this is what PLT calls customer service.

Very frustrated. Not planning to buy from here again.

DO NOT SHOP HERE!!!
THEY WONT REFUND YOU FOR ITEMS YOU SENT BACK AND WILL KEEP YOUR MONEY!!
I am absolutely disgusted by my experience with PLT. I have shopped with them for years. Recently I ordered a lot of stuff for going away, none of which came in time by the way. I paid for next day delivery and the stuff arrived a week later.
I was on holiday so when I came back I sent both parcels back. Both unopened.
I have only been refunded for one of the parcels. I have been chasing them for weeks and I’m getting the same messages time and time again. They told me they’ve checked the cameras and can only see some of the items?? When I asked to see this they refused.
They have obviously kept my items and kept my money.
Please please do not shop with this company. Their customer service team is terrible and if you do a return they won’t refund you for it: read the reviews below. I’m not the only person who this has happened to.
It has been almost 2 months now, I message them every week and they just ignore my messages or send me the same message copied and pasted by a different person. I am a student so I don’t make a lot of money, and the fact they kept my hard earned money for items I sent back is terrible.

I ordered stuff for a night out and paid £6.99 for next day delivery, and did not arrive next day but two days later. Returned the items as they were no use to me as they didn’t arrive in time, and not only do you not get the £6.99 back that you paid for next day delivery and it didn’t come in time but you also now have to pay £1.99 to return your clothes now! Also did not even receive my refund when I said I would. It took me emailing (1 month later) in order for me to actually receive my money back (minus the nearly £10). Used to order off PLT all the time but it’s gone down hill so bad now. Not to mention the quality of clothes are appalling now.

PLT must really be struggling financially if they think it is acceptable to add on a "shipping protection" charge automatically at check out - £4.99! Then once I noticed the charge after the order had arrived, you refused to refund it. Absolute scam and deceiving customers. When I have raised this I am told you won't refund it and you consider the matter closed!! Well I do not consider it closed and will be taking this further to get my money back.

I have a problem with the shipment of my package and the tracking information so I texted them on insta. I received a reply in less than 3 minutes from Kai. Everything was very pleasant and nice 😊. I’m still waiting on my package to arrive so I won’t be giving 5 stars yet. Waiting on updates but I was very pleased with how my problem was dealt with.
Thanks Kai

I returned an order at the start of December and still haven’t been refunded!!! Keep going round in circles with their AI bots and instant messaging, no response on text, instagram or email! DO NOT BUY FROM HERE!

Helped by Kai via messenger. Parcel has not arrived & they were able to provide further information on what to do if goods don't arrive by a certain date. Thanks

Although it took a day to get back to me but the process was quick Kemia was so nice and professional she asked me about my faulty item and told me I was going to get sent another one…good experience with kemia thanks

I wish I could review with no stars. Thieves and disgusting company. Nothing else to say. Good help you if you’re trying to contact customer service - 2 months in and still battling.

When I had an issue Beth resolved this instantly. She has good customer service skills. Quick fast easy 🙂🙂

I have been a customer of PrettyLittleThing for many years, but this experience has been extremely frustrating.

I returned items strictly in line with PLT’s returns policy, and I have full proof of return and tracking information. The tracking confirms the items were received at PLT’s warehouse, yet some refunds were rejected.

I received an email from PLT’s finance/fraud team stating that my account shows a high level of “missing return items” and that any further communication from me would be ignored. As a long-term customer, I found it offensive to be treated as if I had committed fraud, despite having clear proof of returns.

Given this, I would caution shoppers against purchasing expensive items, as returns may take a long time to process or risk being rejected.

I will continue shopping carefully, but this experience has made me very wary of higher-value purchases.

i texted the help care and no one responded only the ai, then i texted again and kai helped me out. so thanks to KAI!!!

This has been extremely frustrating and disappointing. I explained to PrettyLittleThing’s customer service via Instagram DM that my order LUK1H4XE5D3XB5I was not delivered to my address. I live in Fletcher House, but the parcel was delivered to Farrier Apartments, the building next door.

Despite this, customer service repeatedly insisted it was delivered to my property. If they had properly checked the pin drop on the delivery map, they would clearly see it states Farrier Apartments, and that the pin location for Fletcher House shows a completely different angle.

They claimed the delivery photos matched my property. While the exterior design of the buildings is similar because they are connected, they are two separate buildings internally. My flat has wooden flooring, whereas the flooring shown in the delivery photo is different (If i am provided with an email address, I'll be happy to send a picture of my building and a picture of my door open with my flooring showing) which will clearly show that it was not delivered to my flat.

I also explained that my entire household is Black, which can be seen in a previous successful Evri delivery (HZXXDA0058657873). However, the proof of delivery image for this order shows a White individual accepting the parcel, clearly confirming it was not delivered to me or anyone in my household.

I have also attempted to retrieve the parcel on two separate occasions. However, when buzzing Flat 5, Farrier apartment, no one was available. In all honesty, I should not have to repeatedly try to recover a parcel myself when it was delivered to the wrong building due to courier error, which was not my fault

Instead of properly investigating a clear courier error, I was told my details would be passed to their Loss Prevention team, which I find completely unfair and distressing. I would not go through this amount of effort over a £12.76 order unless it was genuinely not delivered. I even explained that I wouldn't asking for a refund, I just wanted the order resent but at this point, I would just like to be refunded! I'm over it.

This situation has arisen purely due to courier carelessness. I have now raised a formal complaint directly with Evri as well. Overall, this experience has been very disappointing and handled poorly by PrettyLittleThing.

I am absolutely appalled at the this joke of a company. I have been a loyalty customer for years and the lack of service I have received is beyond a joke.
I ordered a blazer at the start of December and long story short, it hadn't been delivered at my address and ultimately is 'lost'. I contacted their customer services Instagram the day after 'delivery' to which I received an automated response saying they're busier tan usual and to expect a delayed response - so I waited. At the start of February, still no response so I contacted their WhatsApp - no response. So I contacted via email to which they said they can't help me as it has been longer than 28 days? UNBELIVELABLE!! I said it is no fault of mine that my parcel got lost and you haven't replied in a timely manner and they came back with the exact same response saying its been too long to help me? THEY EVEN HAD THE CHEEK TO RECOMMEND PLT MARKET PLACE?!? Clearly haven't read my multiple emails explaining that I haven't received my ordered and that I'm not looking to return?? Honestly, spend your money elsewhere - EGO offer waaaayyyy better customer service, I've had issues resolved in the same week with them. PLT are nothing but THEIVING, MONEY HUNGRY SCAMMERS . AVOID AT ALL COSTS

Package was running late when i was told it would be with me by the 8th at the latest.
Why do we pay so much for delivery if we don’t get our packages on time?

Do not order from here please avoid! I made some orders and need to return somethings and their returns portal has been turned off, the returns portal either doesn’t load at all and when it does load it can range from “retailer invalid” error, then when it gets through to the returns order menu where you select what needs to be returned it won’t let you go any further and brings up something went wrong. I’ve tried my phone as well as my laptop. This means they’re going to be made redundant again so please avoid.