Princess Polly Reviews 

I tried to get help from this Black American lady working there today May 10, 2026 @ 12:37pm she just ignored me and tried to follow her to get her attention she just walked faster into the back room. So sad sad sad . I know why they have negative reviews!

Purchased a $200 e-gift card on April 29th that was never delivered despite being listed as instant delivery. Followed up 6+ times over 11 days. The one response I received asked me to confirm my email — which I did — and then they went silent. The order was eventually cancelled and a refund was supposedly issued back to my prepaid card, but it never posted. I am out $200 with no gift card and no refund. Completely unacceptable.

Returned a dress several weeks ago, still not received a refund. Filled in contact form and not received a reply either. Awful customer service.

Ordered a dress which arrived fine. It was alright quality (but not as good as expected for the price). The dress was too small so I arranged a return. Firstly, they charge for doing so. I am now two weeks later and haven’t received any confirmation of my return being received so contacted Customer Services. They provided a very unconvincing excuse that they had a technical glitch which meant my return hadn’t been processed. So if I had not chased it up, I wouldn’t have got my money back! Won’t be ordering here again after this experience.

*****BUYER BEWARE******
I would NEVER SHOP HERE AGAIN! They lied to me about getting me a refund. I asked them to cancel an order 15 minutes after I placed it and they told me it's already been shipped (it never got shipped until 2 days later). I even asked to speak to a manager but since this is obviously based in somewhere other than the US, they wouldn't budge. Quality of clothes are not good so don't waste your money! Horrible Customer Service!!!

On May 5th, 2026 I placed an order with Princess Polly and realized that one item had not been added to the cart. Within seconds I tried to cancel the order but was only able to speak with an AI automated system which could not cancel my order. I am filing this complaint against Princess Polly due to what I believe are predatory business practices designed to force consumer spending and incur unnecessary fees. The company maintains an absolute 'no cancellation' policy, claiming automated systems process orders instantly. However, this creates a 'trap' for consumers who make accidental errors or realize a mistake seconds after clicking 'purchase.' By intentionally removing the ability to cancel, Princess Polly forces the following outcomes: Forced Shipping: Items are shipped despite the consumer's immediate notice of an error. Mandatory Return Fees: To get a refund, customers are forced to pay a return shipping fee, allowing the company to profit from accidental transactions. The unresponsiveness from the company is not a logistical necessity but a tactical barrier to consumer rights. Now I am out TWO shipping charges of $22.99 due to the lack of a reasonable 'grace period' or manual override for errors.

This company is a scam. I would be VERY careful if you are ever thinking of ordering from here. I returned a £126 order over 2 weeks ago. I have yet to receive a refund even though their website says 1-2 days. I have then contacted customer service to resolve this. No response in 3 days. Horrific customer service and clothing brand.

My first order went terribly. Not only were the items completely wrinkled, I spent nearly $200 and they didn’t give me any points. Been trying to contact them for weeks now and no replies. I do not recommend.

Website is very easy to navigate and found what I was looking for.

I’m not one to write reviews but definitely wanted to voice my satisfaction after my recent experience.
Unfortunately the dress I purchased had to be returned due to sizing but the delivery was fast and the quality of the dress was good. The online return process was easy and efficient. I was provided a paid postage for my return and was instantly refunded. I will definitely be shopping at this store more often knowing their customer service is fantastic! Definitely recommend!

love their clothing options.sometimes their coupons don’t work even though it’s clearly mine and sometimes their prices change when you go checkout but other than that, no issues.

This was one of the worst customer experiences I have had in over 20 years of online shopping. I ordered two dresses for my daughter for an upcoming formal. I checked delivery timeframes on their website which stated 2-3 days via Hermes. After 10 days no parcel, with the formal approaching in less than a week we were getting concerned. I tried to find a contact UK phone number to no avail. I emailed them with an automated response stating a member of staff will respond to my query in the next 72 hours! I then found a number you can text message them on. This must be outsourced to a firm outside the UK as the exchange of messages went on until nearly midnight UK time. The short of it is they think the dresses have been lost in transit and issued a refund. I asked that they send the order Royal Mail guaranteed next day delivery at their expense. They said the company didn’t use Royal Mail. The tracking number looks like the parcel didn’t even make it into the Hermes system so I suspect it wasn’t in stock and never even left their warehouse. Total waste of time and the customer service is shocking, never again! To add insult to injury they offered me a 25% discount off my next order! What a disgrace, if you have any sense you will avoid this company and shop elsewhere.

If I could give no stars I would!!! I placed an order over a month ago it still hasn’t been shipped! I’ve contacted them three times asking where my order is no one has responded to me no refund no package no reply! I’ve since had a few people reach out to me saying this is a common theme for princess polly. I’m so confused how there a big brand given what people have said about them! Absolute scam!!

Every time I order the dress I want my order gets canceled. Very irritating to tease me that it’s in stock when it’s really not. Then continually send me the same email we restock items based on customer demand! Clearly not.

I ordered a few items and received a confirmation and tracking number. The tracking indicated that there was a label created and then never updated after that. After one week, I called Princess Polly and I was only able to talk to an AI assistant who told me my package was en route and to contact the courier. When I contacted Ontrac, they said to reach out to the shipper because they never received the package. Finally, after two weeks from my order confirmation, I emailed Princess Polly. I did receive an answer quickly, but I was told that my package was lost and they were going to refund me. I responded asking if I could just have them re-order my stuff for me, as I obviously wanted the items that I ordered, not a refund. They responded that they could not do that. When I went on the website to re-order my stuff, more than half of it was sold out in my size. This was a really disappointing experience; I basically just let this company borrow my money for a couple weeks and got nothing in return for it.

Ordered and did not like it very much so I requested a return. I found out that there was a return fee I would have to pay which is absurd. Decided to keep the product and cancel the return, I wasn’t reimbursed and hadn’t sent the package. I emailed them asking to cancel my return and they said it wasn’t possible because I chose immediate reimburse option. What a joke! I have not been reimbursed and might be charged to cancel my return. What a scam

Love my jeans! Fits so well! Just needed a little hemming.

I have spent several thousand dollars on clothes at PPolly. I had a couple inquiries responded to, then, when I asked a couple more questions, I received NO RESPONSE at all.
When I was asked to review people for responding to my questions, I gave 1 star, because you couldn't give 0.0 for no response at all.
Princess Polly customer service did nothing to complete the inquiries 2x, and I reached out about the issue more than once on each occasion- it seems the inquiries were dropped.. I have had no problem with customer service until these 2 incidents.
They also have no way of returning more than one item in a delivery, because they only send the delivery with one return card. If you have more than one return in an order, you will have to wait up to 14 days for them to go through it, and credit you. But, you will not see any credit or verification of the items sent back, until they manually receive it, and check it.
They also do NOT do anything about it, because they admitted to me that you can not send back more than one item at this time, with the way returns work. They have no way of tracking more than one item in a package going back for returns, until they actually receive the package, and go through it (I hope I'm clarifying this so its understandable).

If you do not like something, and do not want an exchange for a different size, or a credit, you will be charged $6.50 (approximately) within the US for returning an item.

The clothing I've purchased from Princess Polly has been excellent quality, lined beautifully, great materials like organic cotton, and the clothes are very flattering. Worth the up-charge from your average clothing places like Marshall's. It's nice to find clothing that is made well and fits well. Very flattering with darts, paying attention to women's curves, and also modest with a little sex appeal... many clothes are too sexy and revealing for my taste, but they have well-made modest clothing for my liking.
Even though returns and customer service isn't always perfect, I will continue to purchase their beautiful clothing.
~ Jules