PrettyLittleThing Reviews 704

I wa out of the return date explaned reason and asked them to be lenient as I was a senior citizen and could not afford to lose this money. Just received a standard reply , no help at all

I have been shopping with this company for many years. But against my better judgement I kept coming back to them. However, nothing prepared me for this extra £1.99 now sneakily being added when placing an order. That's absolutely disgusting especially if you've already signed up for their next day delivery package. Why would anyone want to pay an extra £1.99. Shopping online is becoming increasing expensive in my eyes. And i get better service when ordering overseas and in any returns, no complicated processes

I decided not to order in the end.

Package arrived 2 weeks late. Upon arrival the bag had been ripped open and our item was nowhere to be found. Our delivery provider, Evri, suggested they could not help in this matter and instead contact PLT. Contact initially started through their AI chatbot who made it clear we would be put through to a live agent. Over 24 hours have passed and we have still not heard from this person. We are still waiting on a refund (although i assume this is unlikely to happen). Overall very disatisfied with our experience and my partner is missing her birthday present. Please avoid unless you prefer wasting your time and money.

Received coat that was made way too big. Returned via Evri for a refund. 16 days later no refund and PLT won’t answer any form of contact. Disgraceful customer services and I’m owed money. Won’t be ordering again

Awful customer service. Placed an order on 25/10 and it’s now 17/11 and it’s still not replied. I have messaged them 3 times on 3 separate platforms about a refund and have never received one, being constantly told I’ll get put on to an agent but never chatting to one. Do not order from here

Why we can’t put a zero baffles me, because this company does not deserve even 1 star.

I NEED EVERYONE TO LISTEN!!!
DO NOT LET THIS SCAMMING CON ARTIST OF A COMPANY TRY TO SCAM YOU!! YOU HAVE RIGHTS, AND YOU CAN TAKE THIS FURTHER! SO PLEASE DO SO, AND DO NOT LET THEM GET AWAY WITH IT!!
This company has turned into the biggest scammers and con artists ever.
They lie about everything. They are breaking the law, acting unlawful. They are going against their own company policies and rules.
They are doing extremely dodgy things to all of their loyal customers. It’s sickening.
I pay an annual fee which is automatically taken out of my bank. This is for next day delivery service. Every single one of my orders are always arriving 3-4 days late, all the time lately. They have completely ruined important special occasions I had planned. They have tried to only return half the money or less, making fake returns by email and missing out items and all sorts. Until I sent evidence and got my money back!!
They have a policy of ordering before 12pm for next day delivery, and they are failing this every single time.
The customer service team are non existent! They ignore you continuously.
They do this with return issues too, so you go past the deadline and they TRY to trap you into paying for returns. But you have every right to go against this, if you have reached out to them numerous times and were ignored.
They are sneakily blocking customers return portals so you can’t make anymore returns, so that you go past the return date. Make sure you always reach out to their customer service team through all platforms i.e Facebook, WhatsApp, text, instagram and email. And keep everything saved, and do everything in writing! So you have evidence and a record of this. Also, screenshot and video everything! They blocked my returns portal so I recorded this by video too.
You have options out there which are free such as ombudsman’s, and no win no fee solicitors if you want to take legal action, which you could also get compensation for. Because it’s extremely stressful and causes distress. Just type in something like, ombudsman against online retail companies. Or the same saying no win no fee solicitors against online retail companies, etc. Make sure you read all their reviews first. A ombudsman is your best bet though! Because a lot of no win no fee solicitors can be idiots. But you I’ll still get things done. You also have citizens advice who can help. And resolver is another one you can do a complaint through, which they did get back to me through that one the last time.
But this company will never stop until everyone takes action! Even report them to the fraud team if they’ve kept money or taken money for things they shouldn’t have.
It makes me sick that they have the audacity to do this to customers. They wouldn’t even be a company if it wasn’t for us customers. Remember that!! AND BOYCOTT THEM!!
I will NEVER shop with this company ever again.
It all seemed to go downhill when the old CEO came back and made so many bull promises like “We are changing everything for the better and for our amazing customers” and “We are coming back with better amazing fabrics etc” YET EVERYTHING IS 100% POLYESTER and ELASTANE!! Worst, cheapest, nastiest fabric! The clothes are cheap, nasty, thin, so short your butt hangs out, sizing is all over the shop, trousers are made for 8 foot giants, bobble prone polyester crap! GROSS!! Yet they’ve amped up the prices for all of these too. Jokesters!! DONT get me wrong you can get the odd things which are made with some genuine fabrics, but everything is mainly scruffy polyester and elastane.
ALSO BE CAREFUL WHEN YOU DO GO TO MAKE A RETURN, BECAUSE THEY’VE ADDED SOMETHING WHICH IS EASY TO MISS - THEY HAVE SOMETHING THAT COMES UP WHEN DOING RETURNS WHICH IS SOMETHING LIKE (RETURN TO ORIGINAL PAYMENT, OR ADD CREDIT TO ACCOUNT) NOW THIS IS AUTOMATICALLY SELECTED TO ADD IT TO YOUR ACCOUNT, SO IF YPU DON’T SEE IT, THEY’LL TRAP YOU AGAIN. SO BE CAREFUL AND CHECK FOR THIS, OR YOU’LL BE LEFT WITH THE MONEY TRAPPED ON THE ACCOUNT, SO YOU HAVE TO BUY FROM THERE AGAIN!!

Avoid this company at all costs!!!!
As soon as I take further action and get my return back. I am deleting my account!

OH AND REMEMBER TO TAKE PHOTOS OF EVERY RETURN YOU MAKE ETC. SO PUT EVERY ITEM OUT, SPREAD IT OUT ON THE TABLE, BED ETC. SO YOU HAVE PROOF OF WHAT YOU RETURNED!! AND KEEP ALL RECEIPTS OF RETURNS.

Seeing others on here going through the same, and similar issues, is enough for you to avoid these evil, corrupt people!! They’d have a zero if we could all put a zero that’s for sure!

Trying to charge for a refund despite being a royalty member. Also adding on protection at the last minute which if you are a frequent buyer you wouldn’t notice until it’s already taken the money out. Their customer service is awful I’ve tried WhatsApp imessage and email and had no reply other than an automated message that someone will respond but never do.

Shocking customer service - non existent!!!! Returns portal doesn’t recognise order details, despite following the steps given by the AI customer service bot. I have made contact numerous times via all the platforms possible and just cannot get a response or help to return an item.
I’m sure it’s illegal to not be able to return items to a retailer?!

Do not refund properly. Say you didn’t return half of your order when you do. Ignore you and don’t care about bad reviews

Cannot believe a £1.99 shipping protection fee was sneakily added on with no prior communication! If you regularly buy like myself you wouldn’t be looking for this. Reported straight away & because customer services took so long to reply I was told it’s too late as I’d already received the parcel!? Not my fault! I’m now being ignored after challenging this. Unbelievable after spending so much money with them & being a royalty customer.

I dont even want to give them a star. I feel totally scammed by PLT. The website order glitched and said order failed. But then my money taken anyway! With no order number, or email from them, and not being able to contact anyone as its all AI responses, its been so frustrating. You cant speak to a human. The phone number given by google doesnt work. Only automated replies. Do not trust this company with your money, its not worth it.

The customer service from PLT lately has been appalling. I returned 3 orders in the last few months and each return has come with issues. Either not all items returned have been refunded, with one return order only issuing me £11 refund when items of value over £100 were returned. The returns have taken a ridiculous amount of time. When i have contacted PLT through all platforms whatsapp, email, social media I am met with an automated system which then suggests i am being put through to an advisor then nothing. Complete silence. Ghosted. No response what so ever. I am currently out of pocked of £150 due to the returns which have not been refunded and I am still trying to contact PLT to get any answers. Horrendous customer service and safe to say I will not be shopping with them again!

Absolutely terrible customer service. Paid for next day delivery. Item hasn’t even been dispatched on the day it’s supposed to be delivered! Cannot speak to any customer service, have tried every different platform and no response!!! Avoid at all costs!!!

Bought items and returned them straight away. Received an email saying PLT had received my items back and the refund would take 2 WEEKS!! 2 weeks has come and gone. They now tell me it could take another 5 days. Shocking service

No response whatsoever to emails, whatsapp, instagram regarding an egift card which my daughter cannot apply to her account. Customer Services have no right to call themselves that as they are completely ignorant to any of their customers. Have been trying to get hold of someone since 28th October what a complete joke.

The worst customer service ive ever came across
125-3050641-8445058
Multiple issues, faulty items and tried to contact on every platform with no reply.

Been waiting 20 days for a refund, still not had one

Returns portal not working, doesn’t recognise email or post code, when both are correct. No way of speaking to anyone no one gets back to you. Stuck with a number of items I don’t need. So upsetting.

Order Number:
119-2137972-7911443

Terrible customer service from PLT. I’ve messaged on every platform (email, Instagram, and iMessage) with no reply at all. It shouldn’t be this hard to get help with an order. Really disappointing and unprofessional.

I have been using pretty little thing since I was 18 ( Now 25) and the service used to be good. Now they do not respond to anything! I've contacted them on Instagram, email, iMessage and WhatsApp. 10 days later.... still no response. I understand they may be busy but if the company has tons of orders and business increase then they need to hire enough staff.... waiting nearly two weeks for a response...