prettylittlething.com Reviews 110,109

Quick and reasonable. Kai helped me!

Ordered something yesterday morning for next day delivery
Only had a confirmation email and nothing about the delivery
Order hasn’t come , I contacted customer service and you could tell it was Ai or chat gpt replying because they never answered my question and just kept trying to say that it was going to arrive today baring in mind it is now 9.15 pm and the cut off time is 9pm and it hasn’t even been processed by evri yet
If they want to guarantee next day delivery at £6 charge then they need to make sure it’s true
Needed the item for tomorrow as I’m off on holiday but it hasn’t come so I will send it back when it comes
Customer service were telling me that I can’t get a delivery refund as I don’t have proof of delivery but how can I when it’s late
Any other company including ones like SHEIN give a refund and points for late delivery
Do better
I won’t be shopping with you again

I had issues with my package being tracked but Kai helped me with ease and quickly as well !!

Sent me an email on the 7th April to say my refund would be processed within 7 days.

It is now 23rd April and I have no refund and I’ve been told this will not be investigated as the warehouse has confirmed the return!?????!!!!!!

I want my money back this is appalling!!!

PLT added a ‘Delivery Support Charge’ of £2.49 at check out - which you have to opt out of and which I did not see. Adding additional charges or insurance at payment stage with a box already ticked )I tested the process) that you have to untick to opt out of is actually illegal in the UK. Yet dispute advising PLT of this I had to email 7 times to get my money back as each time a customer service advisor said the onus was on me to have unticked the box (well trained staff it seems). I did not need additional insurance added at £2.49 as the item was only £11.00 so PLT in effect added 20% to my bill! I refuse to give my money to companies that adopt such underhand practices and will not use in future.

I will give 2 stars and that's only because of the fast response about my order but overall rating 0. I have ordered from this company for years now with no issues until this time when I placed my order on April 9th and it didn't get shipped out til April 17th. Expected deliver April 21st. But tracking showing it's still sitting elsewhere. I was assure my package would've arrived way before time be for my trip tomorrow but it's not. And now they are saying it should be here by May 7th or maybe before either way it's too late. It should not take a whole month. I guess I will have to stop ordering from them. I learned my lesson.

Terrible experience. The company sent me the wrong item. I then had to reorder the item paying for next day delivery both times. I tried to return incorrect item but it was going to charge me for postage to return which is crazy as it was their mistake and already paid next day delivery twice. Since then I have been having a conversation with a bot on facebook messenger for a month about this and going around in circles because there doesnt seem to be another way to contact them. Because this conversation took so long it is now saying I am too late to return the item. I cant get hold of a human to sort this out. Ridiculous

Helpful Customer Service

Oliver helped to resolve an issue I had with an order that never arrived. They have been able to refund me the total amount so I’m happy they were able to resolve.

I’ve never left a bad review before, but this experience is honestly unbelievable. I decided to give PrettyLittleThing another chance after years, but the quality is still disappointing, it never matches expectations.

On top of that, my package arrived much later than promised. "Customer service"(chatbot) even told me it was probably lost, so I reordered everything with fast shipping to have it in time for my vacation. In the end, both packages arrived, leaving me with lots of duplicates that I had to return.

I sent everything back as instructed, but I’ve only been refunded for a few items. I’m still owed over €100 and can’t reach a real person. I’ve spoken to the chatbot countless times, but it just repeats the same responses and never resolves anything.

For a company this big, this level of service is unacceptable. It’s been 3 months, I still haven’t received my full refund, and I will never order from here again. I would not recommend it to anyone.

I am not really happy with the customer service. Not helpful at all.

I now know why I stopped ordering from this company. The reason for 2 stars is because I actually like the dress I kept but I returned the rest of my order, got a refund for half the items and not the rest. Had to try and speak to customer service which was a nightmare. Didn’t even read my message properly on Facebook or the text service and was like talking to a brick wall. Finally found an email and even then it took back and forth when my email couldn’t have been clearer. They charge £6 for ‘protection’ when I know I didn’t select that. This company has gone massively downhill. If you’re going to have people on customer service they need to know how to deal with issues and actually respond. Finally got my refund in 2 parts but took ages and if I hadn’t of noticed half was missing, they was never going to bring it up, was they?!

Kai provided excellent customer service, quick, helpful, and very professional. Thank you!

I am currently waiting on a package that I ordered on April 10th, and I had several inquiries about. Kai was very nice and assisted me well with my questions.

Absolute disgrace of a company. I’ve been waiting 5 weeks for a refund and have now been told because I’ve been waiting so long they cannot process it any further as if it was my fault!

Poor quality items! Shocking customer service! No response! Will not be shopping here again! Scammers!!!!

Kai was extremely informative and helpful. 4/5 stars given due to me not receiving my package however that isn’t Kai’s fault.

Kai was super helpful and responded quickly and efficiently to my queries. Unfortunately I am a disappointed to hear that PLT are charging for returns and the exact price for the return is unknown when sending back from Australia (unlike the fixed price to send back in UK). I find online shopping to be extremely difficult and this has discouraged me from ordering from PLT. It baffles me that you pay for the delivery and then have to pay again if you need to return. Nonetheless, I appreciate the support and great customer service I received.

I am a Royalty customer and since the relaunch a month or so ago, I am now being charged for delivery, no matter what option I select. I send the company a text message and they can take up to a week to reply but you have to message them on more than one platform to get a reply, I have been waiting since Thursday to get a response. Terrible service and why are all the five stars reviews for someone called Kai, needs to be investigated, to see if those reviews are real.

Absolutely one ignorant company
Do not order unless you want to wrong item to be sent after 2 weeks of waiting for it to then be ignored by there crap customer care. Impossible for a refund all you get is AI saying the same repetitive thing ! Fuming 😡

Still havnt received my refund. Thw same thing has happened to 2 people I know. They try say they have only recieved certain items in your return and try to get away with not refunding you for what you have sent back. Do not order. You get same response from customer care to wait but still no refund.