prettylittlething.com Reviews 110,104

Absolutely disgusting customer service. 8 items missing from my parcel, been chasing for days, 0 update or communication. Appalling.

Ordered a dress with what appeared to be adequate time. It has been sitting one state over in California for days. Prom is fast approaching and the bot tells me daily to reach back out if it hasn’t arrived by 9 pm. My daughter and I are heartbroken.

I am not one to ever leave bad reviews but it’s beyond a joke. plt used to be a go-to website for me and I have had royalty delivery for years but since the ‘re-brand’ it’s awful, orders never arrive, refunds never come. Ordered some outfits as a last resort and chose next day delivery, a week later not even had a dispatch email, spoke to the chat bot (AI of course) and they can’t even provide me any tracking or what courier it’s with, and now being told i will receive it by 26th april?? Final attempt at using plt, once i’ve got my refund for these missing items i’ll never use again lol and i know sooo many people feel the same!

It’s a 3 as I have been waiting 6 days and it’s still in progress however I was helped by Kai which was very helpful

kai was super helpful and quick to respond and solve the issue

Still chasing for a refund after weeks. Continue to receive automated responses or messages from agents who have clearly not read the previous messages, or answering a completely unrelated question that I did not ask.

Had paid for a year of next day delivery not even dispatched for 4 days messaged and eventually got a reply that I WD get my delivery on the Thursday which is 5 days late, oh look Thursday has come and it's just been dispatched
Plt can not be trusted people do yourself a favour shop elsewhere they are complete time wasters

Ordered some dresses for a wedding, said it would be delivered 3-5 days. It’s now day 7, no dresses. Won’t turn up before the wedding now. Tried to contact customer service, crappy AI to start. Asked for a real person, said they’re really busy but they’ll respond soon (via text message). 4hrs later, STILL NO RESPONSE. No phone number to call. Wrf do I do? ??

Awful experience, ordered some clothes for a Hen Do and they were still not dispatched 5 days later. The customer service chat bot is unhelpful and it’s hard to speak to a real person.

I am not sure what has happened to PLT but please AVOID all cost they are now SCAMMERS! How they are able to operate and are still in business I do not know, I placed 2 orders 1 12th April and the other 13th April and paid for Royalty, this was due to be delivered 1 parcel today, I was supposed to reveive 1 yesterday but neither have been processed or dispatched and you cannot speak to anyone no one responds by email other than KAI THE AI BOT!!!!! AVOID THIS COMPANY AT ALL COST, THEY ARE NOT THE SAME AS THEY USE TO BE AND ARE THEIVES!!!!

Never sent tracking information still waiting for delivery after one week

I messaged customer service on instagram about my parcel and Kai had replied within minutes giving me a detailed update on my parcel, great customer service.

Seriously gone downhill as a brand trying to be a jack of all trades. No next day delivery anymore - know your audience, we are last minute girls trying to get a cute outfit for the weekend.
The last two orders (only orders ive done this year) are both delayed and due to arrive after the event.

DO NOT BUY FROM PRETTY LITTLE THING!!!!!

Extremely poor and potentially unlawful experience with PrettyLittleThing.
I placed an order totalling £206 and returned the majority of items on 12th March 2026, keeping only around £30 worth. Despite PrettyLittleThing confirming receipt of my return, I have still not received my refund over 5 weeks later.
Instead, I was told the refund would be issued as store credit — something I explicitly did not agree to. Under the Consumer Contracts Regulations 2013, I am legally entitled to a refund to my original payment method. A retailer cannot simply impose store credit in place of a monetary refund without the customer’s consent.
I paid via Clearpay, and this situation is now not only unacceptable but raises serious concerns about compliance with UK consumer law.
Customer service has been completely inadequate. I have been chasing this since 5th March, receiving infrequent responses that take weeks and fail to address the issue. This level of delay and lack of resolution falls far below reasonable standards.
At this stage, I am considering escalating the matter further, including pursuing a formal complaint, initiating a dispute through Clearpay, and reporting the issue to Trading Standards.
Consumers should be aware: if you need to return items, you may face significant difficulty obtaining your money back because I have not received a penny!!
This has been a stressful, time-consuming, and wholly unsatisfactory experience.
Absolutely Disgusting!!!

This company has turned into one big scam. They’ve automated their customer service and do not respond to repeated requests for refunds on items they received back.

Sent completely the wrong item! I went on to use the messaging platform they recommend to discuss return - as I am unwilling to pay for this given it is not my mistake. I haven’t had a response from either messaging or on Instagram. I then emailed them and sent pictures etc, I got a response then asking for pictures - insanity. I have yet to hear back again.
I want my money back, I want to not have to pay for a return given it isn’t my fault, and I want a response!!! Absolute joke. Do not buy from this website!

CALL YOUR BANK AND DO A CHARGE BACK. Absolutely shocking customer service. PLT are scammers and I can’t believe they are getting away with this. Only refunded part of my return been chasing for months. Did a charge back with my bank and they refunded my money. Also if you paid by Klarna or clearpay it’s worth raising a dispute with them and pausing your payments

Kai was a great first response.
I feel happy with this service

Never ordering again. I pay royalty and wasnt offered next day. Its been almost a week and no updates. No way to contact customer service just AI responses.