PrettyLittleThing Reviews 

My order was apparently delivered to a wheelie bin by Hermes on 5/12/21. No parcel in our bins (which, by the way, have bright stickers on them telling couriers NOT to leave parcels in them). Contacted Hermes who, in their words, "carried out a thorough investigation". The parcel was unaccounted for, and in a telephone conversation with 'Mary' from Hermes, I was told that a bin is not a safe place to leave a parcel. So, Hermes have accepted responsibility and told me to ask PLT for a refund or replacement.

PLT sent me a list of things I needed to do in order to get a refund....

"Thanks for this, I am sorry this has not been located. I am unsure why the order is not showing on your account. Please try logging out and back in again.
Please read the following-

So that we can investigate this further, please also read through the statements below and reply to confirm that you agree with all of them.

• I can confirm that I have checked with those within my household who may have signed or received the goods on my behalf, and can confirm the parcel has not been received.
• I have fully checked around my property and have not located the parcel.
• I will inform you immediately if it arrives.
• I agree to co-operate with Loss Prevention and/or the Police in the event of any investigation into the missing items
• I understand that any refund regarding this claim might be subject to a further investigation
• I confirm this declaration is true & accurate in all respects.
• I understand that making a false statement could lead to further legal action.

Please note, your name and tracking number will be shared with the carrier in order to investigate and process this claim."

I have done ALL these things. In later discussion, I was told I had to actually report the incident to the police myself and obtain a crime number. Ridiculous! The police are too busy as it is without nonsense like this. Against my better judgement, I did it. Filled out the form. Within a few hours, I got a call from Northumbria Police who provided me with a crime number. I sent this number to PLT. Next they tell me they need a screenshot of the crime number. Seriously??!! I can't provide that as it was given over the phone. They don't even need a crime number. We don't even know if a crime was committed. There's no evidence of that! The parcel could have been left in any blue wheelie bin! They're asking for more than is required. I've given them everything I can but they're now not budging as they say they can't until they have a screenshot of the crime number. It's madness, as all they need to do is reimburse me and claim from Hermes as they breached their contract with PLT.

An extra point, I had initially asked for a replacement rather than a refund, however, as two of the three main things I wanted were out of stock, I changed my mind and requested a refund instead.

I've bent over backwards to accommodate the request of this firm but to no avail.

Oh, and nowhere in their T&Cs do they mention the need to report a non-existent crime and obtain an official police email from the police in order to get a refund in the event that you don't receive your order. A complete sham of a company.

QUALTIY IS ABSOLUTELY SHOCKING I DON'T KNOW HOW THEY STAY OPEN FOR BUSINESS... MY Second purchase off PLT bought my daughter boots & less than a week later the sole was falling off,my first time order was a maxi dress which was huge so sizing was inaccurate and a big rip down the side material was cheap polyester, I get better quality off aliexpress

Quality of their clothing is absolutely shocking!

I ordered some sand coloured leggings very poor quality looked more like foot less tights and was very see through didn’t look nothing like what it did on the model

Horrible experience!! I live in NYC and live a very busy life so I tend to order online to make life easier. Never in my life have I come across such carelessness and unprofessionalism. I ordered two dresses for my birthday which totaled to more than $100. I finally receive the package and to my surprise it was the wrong order! Instead of two dresses, I received a pair of jeans and a pair of sweatpants!!! I email the company regarding this issue and I get no response. So I facebook message them and they state the original dress I ordered is out of stock but they can still send me the second dress I originally ordered. Keep in mind I would not be able to get my correct dress until I send them back the two pants that were wrongfully sent to me. I follow the rules and send them proof that I have sent back the faulty items and they send me an email confirming that my dress is being delivered to me. I then notice on the confirmation email that the dress they are finally sending me is a size 10!!!!!!!! I am originally a size 4 but have gained a little bit of curves during quarantine so I purposely ordered up one size just to be on the safe side which is a size 6. If the size 6 was not available this should have been stated while I was communicating with them!! They did not bother to give me an option of sizes to choose from even though they already knew my size wasn't available, instead of fully refunding me because both dresses ended up not being available because of their mess up they thought it was a bright idea to send me a dress even if it wasn't my size. Why on earth would I want a dress that is not my correct size?! I give them two chances and they still mess up both times showing how incompetent they are and how little they care for their customers!!! I have never come across a brand that is so unprofessional and untrustworthy. I am completely disgusted with this brand. Not only did they ruin my birthday but they also ruined the little hope I had for this brand.

My interactions with Pretty Little Thing have been extremely disappointing and frustrating. I received a dress that came with a very strong unpleasant odour (body odour). It was very apparent that it had been worn. I am trying to return the item (and I have no idea why PLT wants the item back as it is unhygienic and I would definitely not be reselling - the smell is really bad), 5 days and 11 email exchanges later I still do not have a resolution. I am trying to return the item without paying for it (as why should I?) - but I have been given the 'run around' various links shared, none of them have given me the free postage option. Sadly, I don't think I will be getting my money back for postage nor the item I am trying to "return." It seems to me like PLT do this until the customer gives up. I am a first time customer and they will never be getting my business again. I write this in the hope that the treatment I received is not experienced by any one else. If I could give zero stars I would and I wish I had checked the ratings on this website before I bought as clearly they shouldn't be in business.

Looks NOTHING AT ALL like their pictures. Bought a “cute” all white outfit that ended up being a weird off white yellowish white that looks like the inside of a smokers home. Crinkles a lot, poor quality. What a waste of money.:(

I purchased a big order from PLT and was not satisfied at all, order was $200, I had to return some of my items that didn’t look or fit like the actual website looked cheap and my shoes were Too big! I had already returned some of my items not realizing another pair of my shoes were too big, but I refuse to pay for another shipping label and taxes, so that’s a loss I was told my refund would be in my account on 11/06 and today is 11/10 still haven’t received my refund but they have there merchandise back as of 10/28/21 this company will never have to worry about me again and the cheap clothes isn’t worth the hassle!! Not to mention I have emailed them 3different times and there’s no customer service # for these issues!

Ordered a dress for an event and payed €8 for next day delivery just for them to email me the day before it’s supposed to come and say “i’m gonna get a partial refund because one of the items is out of stock”, okay, and could you not have put that it was out of stock before i ordered it? never been more disappointed as now i’ve nothing to wear and could have easily ordered something else that was in stock and still received it before the date of the event

I ordered some things in September ( 16 ) and was awaiting my order! It didn’t come I put my tracking number in and it keeps saying error?? Iv tried though PLT and it said it was posted! But it’s been over a month now and still nothing! I’m disappointed 😞 that I can’t get a answer from no one to were my goods are ! Iv never had this problem before with PLT !! So if you could help I would be greatful ! Thank you

I've ordered 3 things in the past month: 2 dresses and some sneakers. Both dresses were HUGE and did not look as they did online. The sneakers were also too big. The dresses and the sneakers were sizes that I usually wear, so I don't know who the sizing was so off. It wouldn't be such a big deal if shipping wasn't $8. So, for 2 packages that's $16, then I have to pay to send things back, that's $8 more. In all I have to pay Pretty Little Thing $24 just to have no merchandise. Sounds like a rip off to me. I will stick to SHEIN and tell others to do the same.

I am very ANNOYED with this company. This is the 2rd time in a row that I've had an issue ordering !!!!!! The first time they canceled my order a few days after it's been shipped with NO EXPLANATION. This time for some reason my order is being sent to my old address that is in a whole different country. I've tried contacting customer service ALL DAY and the only answer I got was a VERY IMPERSONAL MESSAGE saying that they can't do anything and that i would have to collect my order and return it. So what now I have to get a plane ticket to go get my order?

SCAM! Cannot invoice apparently even though it’s a legality for them to do so when business to business! They are a fraudulent company with no phone number. DO NOT BUY

Unless you're a twig with no boobs or booty don't bother to shop here. It's so untrue to size.

I am so upset, I've been loosing Weight and starting to feel amazing again. So I ordered a size 12 to 14 jump suit thinking it would fit.
But no! When I first arrived I thought wow! Nice material this will fit me for sure. Completely has ruined my self confidence. I'm sure the sizing is completely wrong. I hope the sizing is wrong 😭😭😭😭😭

Ordered a dress on Saturday and it arrived today which is Wednesday. When I opened the package the smell of sweat off the dress almost made me sick. I thought maybe it was the material but you could smell it from the underarms of the dress. Actually disgraceful they’re sending out clothes to people that have clearly been worn. Would avoid at all costs.

Ordered a dress for next day delivery as I had a wedding for that day.
Dress didn’t come until 4 days after I needed it.
ABSOLUTE WASTE IF TIME AND MONEY! I WILL NEVER ORDER FROM HERE AGAIN.

Made my first and last order on the website, bought a jacket. Delivery was supposed to be by 27 july 21 and arrived to me only on 10 august 21 (14 days later). In addition to this, I was very disappointed when I saw how poor the quality of the product was. I would never wear that. It’s poorly sewn and the seam is crooked (even on the outside part of the jacket, which is visible when you are wearing it). Fabric was supposed to be “faux leather” but if looks and feels more like a foam than anything else. It doesn’t fit well. Paid $73 AUD in it (excluding delivery) - which I found it’s absurdly high for the quality of product delivered. Now I’m required to pay surcharge to return it back. Just a waste of money! Never buying anything from this website ever again.

Quality of PLT clothing is really bad. Everything I've had from them is see through, thin material and certainly not worth the money I paid so I've sent them all back. If you're going to charge that much for dresses the least you could do is ensure the quality meets the price tag

I literally have had the worst customer service experience EVER.

I order 2 dresses on Monday for a wedding on Friday. I specifically purchased the next day annual pass which made sense, the parcel was due to be delivered on Tuesday 13th July. I was sent confirmation from Hermes to say that it would be out for delivery between 11am- 1pm. As we all do I eagerly waited for the delivery of my parcel, nothing came. I tracked my parcel and it said that there was a “query with my address”. I immediately contacted PLT customer service via WhatsApps and asked them what the query was. Apparently my door number couldn’t be located, although I haven’t moved and this had NEVER happened before with a PLT order OR with Hermes delivery. Everything and I mean every I order arrives!

I confirmed my address again with instructions and then was told that I would have to wait 24-48hrs for the tracking information to be updated and for the order to be delivered again. I was livid as I needed the dresses ASAP for a wedding. I questioned why it would take so long and was told basically that’s the process and there’s nothing they can do. I went back and forth with PLT for a few days as their attitude was unacceptable they literally refused to contact Hermes to speed up the process, I was offered a free next day delivery as appeasement only after I asked what they will do to compensate me for the inconvenience. I told them I don’t want it as I had the annual pass which was useless, I was then told they can offer me anything else and I should wait the recommended time.

After 48hrs had passed and still no update to the tracking and no parcel. I contacted PLT again to see what was going on with the parcel to be asked to confirm my address again???? At that point I hit the roof, why would I need provide that information and I already sent it on Tuesday?? I was then told by the 10th customer service representative that I had dealt with that I have to wait 48-72hrs for the tracking to be updated and the parcel to be redelivered. So now the time had increased, I asked why and they said the same things as before. Again I requested a refund and again I was denied.

On Thursday evening the tracking information updated on Hermes and it said they would get my parcel out to me in 24hrs. Although I had been through the wars I was relieved that I would finally get the items I had order. Guess what! Same thing happened on the Friday. No order and they “queried my address”. Might I add that I also ordered back up dresses from Missguided and Boohoo which were also supposed to be delivered on Friday by Hermes and on all orders my address is queried. Enraged I messaged PLT asking them what the excuse is now for the delay as I’ve waited and my information is update! I requested for the 5th time a refund… this time they’ve taking to not responding. I was forced to wear a recycled dress to the wedding which ruined my entire mood. I’ve paid for a next day service and items I haven’t received and nobody cares! Clearly the Hermes delivery driver isn’t even attempting to deliver the items but PLT has made no attempted to force the hand and ensure I get my delivery one way or another. I even requested my next day delivered money back and I was told that in the terms it says it’s non refundable. It’s an absolute sham.

I’ve recently been made redundant, I’m studying and running a household with 2 children- never mind the other stresses this had plummeted my mood this week as there is no resolve, definitely played on my mental state heavily. PLT need to understand that we are living in uncertain times and not everyone has the mental or financial capacity to deal with these things.