PrettyLittleThing Reviews 686

Haven’t received my order and plt wont reply on Facebook messenger or iMessage. It’s just an AI robot that says wait for someone to become available. I have waited on both for 5 days!!!!!!

Ordered via Debenhams. Really good quality products,however, I ordered a selection with the intention of returning the items I didnt want. After a lot of hassle, I returned the items, but my refund has not materialised and it's now 3 months later! Absolutely shocking customer service.

My package come open and one dress was missing from the package this is the second time it happened to me

Still waiting for a refund after I returned my items over 3 weeks ago. My order was wrong also. They sent me a dress when I had purchased a T shirt.
My order was placed on Klarna & it’s nearly due to pay! So annoying that the customer service text message service is just AI & keep repeating the same old thing! This place needs to be closed down. I will be taking this further

Spent over £100! Completely wrong items arrived, I sent them back, sent proof of postage and still waiting for a refund! That was over a month ago! Impossible to speak to a human just an AI chat bot with automated replies. Absolute scam!! PLT WHAT TF?! Used to love this brand now reading reviews I can see everyone had the same story sort it TF out!!! You are taking peoples money and not giving them the goods they ordered nor a refund! That is theft!!! This company needs investigating by trading standards immediately!!! AI IS NOT WORKING GIVE US OUR MONEY BACK!!!

What has happened?? 😩 The customer service is completely useless, automated response saying they’re delayed in responding & to just wait? It’s been 3 days with no response regarding missing items in my order?
So what now?
It states you need to tell plt within 14 days but don’t get any acknowledgment?
I’m really shocked at the lack of service from plt.
Assuming another company have taken ownership & it’s now being ran into the ground.
Will request the money back through the bank now.

Absolutely awful. Returned items at the beginning of March I was told my refund was processed on the 8th March, this was a lie. No refund received and unable to liaise with a human as every response is AI. Do not purchase from PLT as you will struggle to get a refund.

Terrible customer service. Have had an issue with an inpost return, ply have received the return but no refund info. Have messaged numerous times over messenger and no response for days. Won't be ordering again!

I returned some items at the start of March and didn’t receive confirmation of receipt. I contacted PLT via their Facebook chat and Instagram where I got an automatic response saying someone will contact me. No one had contacted me and this is the second time in the last few months this has happened. It seems they just aren’t issuing refunds so wouldn’t recommend shopping with them. Still no refund.

Absolutely appalling service
Ordered two dresses, one came with stains in the thong part of the dress (couldn’t return the item without contacting customer services) who advised, after around 6 days waiting for a response, that the dress wasn’t faulty and it could be washed, how this passed quality check I don’t know.
Returned both items for them to only register one, messaged plt, again waited 5 days to be told to allow up to two weeks to register the return, even though only one has been accepted. Can’t get through, no one replies and when they do it’s vague replies once a week.

If I could give no stars I would.
Absolutely terrible company and terrible customer service
I ordered an item via Debenhams site but had to return it to PLT. Went online but because the item was not recorded as delivered to me on their site I had to email and ask for a return label.
Took a while for a response but a label was eventually sent which I used and posted the parcel back to Plt as per Debenhams policy.
A few days later someone else at Plt sent me another post label which was different from the first one.
Obviously I could not use the latest label as the parcel had been posted.
Now they are saying they haven’t received the parcel back
They tell me I should have used the other label and will not refund me.
I’ve sent numerous emails with all proof of what labels they sent me and proof of postage and proof of return
No one reads my messages.
Keep getting different people reply to me telling me the same thing
Absolutely terrible company.
It’s obvious that the CEO of this company doesn’t read these reviews as otherwise he would take note and rectify the problems.
Also Debenhams should not use PLT on their website.
Mind you Debenhams company isn’t much better where customer service is concerned
I am now going to contact PayPal
Do not use this company

They don’t even deserve 1 star. This company never been this bad. I just started ordering back from a year or two and the rebranding is worst. I can’t even get a proper response for getting misinformation for returning an item. They make it hard to return back to the company. DO NOT PURCHASE FROM THEM.

Absolutely disgusting …. Email them once they replied then they don’t bother replying again waiting for a refund.
Pink boutique sent my refund straight away…. No waiting to hassle no chasing
Will never be using pretty little thing ever again…. Finn from customer service is useless.

AVOID** UNHYGIENIC CLOTHES BEING PROCESSED*** Order received - when I tried on the item a dirty pair of used knickers fell out the bottom leg 🤮🤮 this is absolutely disgusting!!! I Have tried to contact them repeatedly regarding this and still not received any response! AVOID!!!

If I could choose no stars then I would. Shocking company. I bought a dress which had a mark on it, visible even before I removed all packaging. I contacted customer services by text as there is no phone number, cutting costs here which is a good start. I was told to return the item and would receive a full refund. I had a complete faff going back and forth disputing the postal charge as I was told this would be free, due to being faulty, the label which was generated advised otherwise. I was assured that I would receive a full refund for the item, the initial postage and cost of returning the faulty dress by 14 March. It is now 18 March and I have since been told I need to wait until 28 March! They received the item back on 27 Feb. What is unacceptable is that each time I contact PLT I have to explain everything all over again and since I queried why I was told 14 March and now 28 March they continue to ignore me. The fact that PLT have so few stars as a rating is a massive indicator of how poor this company perform. Nobody comes back to you and in this day and age that is just poor....so poor.

Seriously don’t bother … I ordered for next day delivery as I had a last min event …. It specifically said order before midnight to get next day and that’s what I did …. Paid extra money and it came two days later…. My main issue however is that when I contacted them to let them know so I could get a partial refund for my delivery they made exuses after exuses and then just completly stopped replying to me … there a multi million company and they can’t even give back there regularly customers the money there asking for .. and then on top of that not even replying or even have an email to complain too… shambles mate

THIEF THIEF THIEF THIEF!!!!
PLT is not replying to my emails, I ordered an item next day delivery and ordered before 9pm, the policy on the website says the cutoff time is at midnight and this is the response I am getting from the customer service:
Hi MXXXXXX,

Thanks for getting in touch with us.


I see the order-LUK7XXXXXXXXX was placed after the cut off time for the next day delivery which is 8 PM and the order was placed on 9th March 2026 09:33 pm

Due to which the order date was considered 10th March 2026

And the order was delivered on 11th March 2026 which fulfills the next day delivery, hence we won't be able to refund the delivery charges.

Here is the tracking link for your reference:
///////////:

Thankyou
Harriet
Customer Services
PrettyLittleThing

I have hidden my personal information for security reasons, but this people are thief and after the rebranding the customer service is a joke, they don’t even respond after me sending 3 emails.

The most frustrating “service” ever. Cannot contact the company other than WhatsApp or iMessage. Get the same unrelated automated response from a robot. Order returned over a month ago, with proof of return. Still no refund. Literally zero reply from customer service for a week. How is this company even allowed to trade ?

Over 4 weeks for a refund, asked to raise complaint and still not been contacted. The text service is shocking!! I want my refund NOW

I would rather not give a star tbh. After returning 2 pairs of jeans in December 2025, which were signed for back at the depot, they did everything they could to avoid refunding my money. Then they promised a refund for one pair, which never arrived. I will never buy anything from them again. Dreadful.