prettylittlething.com Reviews 110,104

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

I payed for all year next day delivery. Made an order and I got an email saying the items will come in 4 days time. I contacted customer service, of course been replied by AI assistant. When I asked to connect me to a human agent I have been waiting for more than 24 hours each time to get an answer. My order wasn’t updated to next day delivery, and they wanted me to wait until the time said on my email. I couldn’t been refunded for Royal delivery service as they said ‚everything else is working apart from next day delivery’. It’s been 3 days since the date on my email said the things will be delivered and it’s still not here. Still wasn’t offered even a small discount for my next shopping. Horrible service!!

DO NOT ORDER FROM THIS COMPANY! They sent me a used and stained dress and I have now spent over 2 MONTHS TRYING TO GET SOMEONE TO HELP ME via their customer service. They don’t have an online chat or phone number. Immediate red flag!!!! They only let you contact via fb messenger and the agents disconnect every 5 minutes so you end up having to re-explain your issue over and over and over again. BEYOND A SCAM. They are hoping to take advantage of the fact that you will give up pursuing them. Disgusting business practices. SAVE YOUR HARD EARNED CASH!

Kai helped me multiple times and replied instantly to my questions. I saw a delayed delivery date and I was reassured it would arrive in time

I sent back 3 dresses and now PLT are saying they only received 2 and yet they have only refunded for 1. Absolutely ridiculous, customer service was no help at all and they just said they can’t locate the third dress and to give them time. The dresses also smelled so bad upon arrival they hadn’t even been taken out of the bag.

Take far too long for refunds, still owe my daughter money, customer service non existent.

The customer service doesn’t reply or help at all!! I had an issue because i received the dress i ordered in the wrong size twice

Paid £4.99 for delivery “by the 15th” and the order wasn’t even dispatched in time it’s still sitting as “in process.”
This isn’t a courier delay, this is a failure on PrettyLittleThing’s side to even send the order out. The delivery timeframe I paid for was completely meaningless.
I needed these items for a specific weekend, which is now pointless. I also tried to cancel before dispatch and was refused despite the fact they hadn’t even processed the order.
Customer service is just copy-paste responses telling you to “wait longer” (first the 21st, now the 26th), completely ignoring the actual issue it’s now the 17th and the order hasn’t even been dispatched.
You’re essentially paying for a delivery service they don’t provide, with no accountability when things go wrong.
Genuinely one of the worst online shopping experiences I’ve had and I used to use them for years and now I know why I stopped

I wanna say thank the prettylittlething customer service team for delivering my parcels our house today i really appreciate it.

Customer service team helpful - Kai

Not received my order yet again after buying royalty package which included next day delivery at £9.99!

Placed an order last Friday (10th April) and added the royalty package which included unlimited next day delivery for a year.

When placing the order I received confirmation that the order was processed - but it got to Monday 13th April and still no email that the order has been dispatched.

I then contacted customer service asking why the package has still not been dispatched which all I got back was auto emails advising that it’s still in the timeframe to be delivered for Tuesday the 14th April (without no dispatch confirmation email!!???)

I then raised a complaint and was again told that the next day delivery option wasn’t clicked when placing the order - I provided proof that still to this day!!! I do not have the option for free next day delivery!!! And requested the royalty charge to be refunded which they declined to do. After providing proof that I don’t have this option they confirmed they would escalate the matter further - still no contact after 4/5 days !! I’ve followed up with them and my emails are being ignored and now my emails are not sending so it seems they may have blocked my email.

I still haven’t received my order either after a week:/
When checking the tracking reference with Evri it’s coming up as not a valid tracking reference.

Absolute joke of a company honestly. Customer service is absolutely shocking!!

Very fast response from Kai. With all the information and tracking details I needed

How are you supposed to contact an actual human for customer service, fed up of bots asking me for the same info every single message I send, loads of reviews on here are saying Kai was helpful- I’m assuming they may be the only no robot help around, can someone please resolve my issue with a gift card I bought 7 weeks ago still not working, it’s beyond a joke now. Quick enough to take my money but nowhere to be seen when needing issues resolved

Absolutely abysmal service from PLT. Have ordered from them on and off for years but I’ll take my money elsewhere now. Can’t get in touch with anyone at customer service for love nor money. Just get passed from bot to bot and completely ignored. They’ve even got the cheek to come on and pretend to be human and give themself a name. Absolutely NO WAY of contacting any sort of customer service for this company, surely that’s fraudulent behaviour???

Never got a refund for returned item, been palmed off, passed to many different ‘customer service’ advisors. Still no refund, still no replies. Absolutely shocking when I have been a loyal customer for years!!

Horrible horrible horrible!

Since they have ‘rebranded’ next day delivery doesn’t happen when paid for. 3-4 days is 7 days plus & customer service is shocking. Mostly AI & a response from a human after days of waiting. Really bad- shouldn’t be allowed to operate at this level, it’s fraudulent.

Kai was amazing and helpful. I’m hoping my package does actually arrive when expected. Thanks to Kai for the support

Parcel was supposed to arrive 2 days ago, haven’t even recieved a dispatch email and since requesting a refund the company have stopped replying to me. Their customer service it’s disgusting. My first time ordering and I certainly won’t ever order again or recommend to anyone.

Thank you KAI for helping me understand what happened with my order, just such a relief as my big day is around the corner. Xox