prettylittlething.com Reviews 110,104

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.

Kai was very helpful solved my problem within minutes thank you

My recent experience with PLT has been extremely disappointing. I was sent the wrong item due to their error, and the process that followed was unacceptable. The only way to contact customer service was through social media, which is not a fit‑for‑purpose system for resolving order issues.
When I reached out via their business chat, it took five days to receive a response. After following up, it took another three days for them to reply. In total, it took a week and a half just to notify them of their own mistake. They did waive the return postage, but after returning the item immediately, I waited three more weeks with no refund.
I had to chase them again through social media, provide tracking information, and confirm multiple times that the item had been returned—even though they had already received it on March 23rd. Each time I contacted them, I was asked the same repetitive questions, with no progress or acknowledgement of previous messages.
Despite their error, it took an entire month to receive a refund. The customer service was slow, repetitive, and incredibly frustrating. This experience has made me very hesitant to shop with PLT again.

I did return to PLT since last year 10/08/25 I have not received my money in my account till today,I paid with my bank card.

Paid for PLT royalty and they don’t even offer next day delivery now, what clothing brand doesn’t offer next day delivery for customers? Made an order over a week ago, has gone past delivery due date, still not received a dispatch email or any way of tracking where the hell my order is.

Ordered a gift card for a work colleague's birthday. Got an errror message upon redemption. Been chasing since the 5th March still no update or answer!! Asked the same things over and over again....

Super efficient customer service. My query regarding the status of my order was answered in record time by a very helpful CSR called Kai