PrettyLittleThing Reviews 108

I bought a matching hoodie and track pants. Placed the order then told the top is not in stock. Yes I was refunded but ended up paying $23 to send just the pants. I should have been able to cancel the whole order as the top was in stock when I ordered. Customer service is terrible you just get a bot and then supposedly a customer service agent but nothing. Will never order again

Ordered some items to wear for a funeral didn't fit so trying to send them back, returns portal doesn't work contacted customer service via Instagram and WhatsApp and no reply , is this how you help people with disabilities no reply ! Disgraceful customer service " :(

Totally confused- ordered from PLT, paid for next day delivery but no show. Go to question if but app doesn’t work anymore.
Then it says item nothing to do with PLT- will arrive in a week?!!! It was for an event two days later so no good now. Returns I assume will be a nightmare

Paid £6 for next day delivery on Wednesdays, Friday night still not here. Hasn’t even left EVRI depot yet. Cannot track the order from PLT sight. Will not be ordering aging, cheap crap and high prices, and lies about next day delivery

Shocking customer service. Sent a return back on 28th February still waiting my refund and it is now the 22nd march!
Shopped on Plt so much over the years but since they have changed their website and how they look they have gone shocking! I have contacted the WhatsApp and customer services. Still no reply or refund. If I could give no stars I would.

I had a very disappointing experience with PrettyLittleThing.

I returned two items after they didn’t fit and carefully followed the return process, selecting a refund to my original payment method. I even received a confirmation email clearly stating that this was the refund method, minus a small return fee.

After that, things became confusing and frustrating. I received multiple conflicting emails showing different refund amounts and even different refund methods. Then, without any explanation or my consent, I was issued a gift card for a completely different amount instead of a cash refund.

I contacted customer service several times to resolve the issue, but the responses were slow, unhelpful, and often came from chatbots or representatives who incorrectly claimed I had selected the wrong refund method. This was despite the fact that I had written confirmation proving otherwise. I was also told a manager would contact me, but no one ever did.

In the end, I had to escalate the situation through my bank to get it taken seriously.

This experience has completely put me off ordering from PrettyLittleThing again. The refund process was inconsistent, poorly handled, and extremely frustrating. I would strongly advise others to be cautious and keep records of all communications if they need to make a return.

They are a fraudulent company. I made a purchase which never arrived but was sent back to them in transit. They confirmed they received it and would refund me. They never refunded me, instead emailed me saying my refund was processed. I sent many emails demanding my refund and they deleted my account. I reported them to the police for fraud. I lost £200. I think they will be going into administration soon so no longer process refunds.

Ordered some items for my daughter and needed to return them as they didn't fit. Ended up being refunded £10 less than I paid for the items. Poor customer service that has taken days for them to respond only to be told I have received all my refund, which I haven't. Found out I was charged for shipping protection that I was unaware of, and shouldn't have to pay. Also additional money still not refunded. Won't use again as it's a hassle and awful to have been charged £10 for a refund on unworn items.

Ordered a top on 25/11 next day delivery which I still haven’t received. I have tried contacting their customer service on the three separate occasions and been ignored every time. Randomly got an update to see Edwin delivered nearly 2 weeks ago and of course there’s nothing here. You still have pretty little thing, but their customer service is beyond a joke now!!!

Ordered some clothes in November for my niece’s birthday and they haven’t arrived. After I queried this with PLTs AI customer service, the app suddenly and miraculously updated to say it was delivered on 2nd December. Nothing was delivered to my address and I now cannot get a response from them on either IMessage or Instagram. All I can get is a response from the computer and one saying they are very busy. I now have very disappointed niece and no refund. The worst customer service I have ever experienced. As it isn’t possible to talk to a human, I shall be contacting my bank for a refund using chargeback. PLT are nothing but thieves.
It is now 5 days since I posted this and I am still yet to hear anything back. Shocking.

Appalling Refund Policy and Customer Service

I requested a refund to my original payment method—I never chose a gift card. Despite contacting PrettyLittleThing repeatedly through every possible channel, I have only received generic, unhelpful responses. This is completely unacceptable. Refusing a straightforward refund and providing no real customer support shows a total disregard for customers. I expected better transparency and service from a company of this size. PrettyLittleThing needs to honor legitimate refund requests and train their support team to handle real issues instead of sending automated replies.

PrettyLittleThing has trendy designs, but the overall experience is hit or miss. My package took much longer than expected, and the tracking barely worked. The items were okay, but the sizing was inconsistent and the fabric felt cheaper than expected. Support eventually replied, but it took days. Not a total disaster, just unreliable.

Ordered 2 x dresses with next day delivery. Returned both but only received refund for one item, have contacted customer support on instagram, WhatsApp and email with no response and have lost my money. Will never order from this brand again extremely disappointed after using for many years.

Shocking service. Order has gone to the wrong address. Paid a ridiculous extra delivery protection charge but nobody will help me find my order or refund me. Will never use this company again.

I’ve been waiting over a month for a refund from PrettyLittleThing, and all I’ve received are repeated automated messages saying it’s “pending.” Despite multiple attempts to contact customer service, I have yet to receive a single response from an actual person.

This delay is unreasonable and breaches the Consumer Rights Act 2015, which requires refunds to be processed within 14 days of a returned item being received. The lack of communication and transparency is completely unacceptable.

To make matters worse, the refund was meant to go to an account that has since been closed, which I’ve clearly communicated several times yet there’s been no effort from PLT to resolve this or provide an alternative refund method.

I’m requesting immediate action from PrettyLittleThing to escalate this to a human agent and reissue my refund manually. If this continues to be ignored, I’ll be escalating the matter through Trading Standards and Resolver UK for formal investigation.

It shouldn’t take public complaints for a company to take accountability.

MINUS 100000!

ZERO CONTACT OR REPLY IN DAYS!!

Messaged their instagram, iMessage and email!! I want my order refunding NOW!!

Evri have NOT delivered this!!!!!! They are claiming failed delivery at first (TRUE) then claiming delivered to the Parcel shop the day after - INCORRECT! The bloody parcel shop doesn't even stay open late till 8PM!! LIARS!!!

ORDER NO: 125-2929650-8807573

I ordered a few dresses one of the dresses was worn, because it smelled, I turned it over and it had armpit stain marks and mold. I’ve been contacting the CS for 3 days and no reply. It’s really nasty to send people clothes that were returned but was not properly cleaned or something. And to top it all they don’t even want to reply. Shitty behavior.

Issue with PrettyLittleThing (PLT) Refund Process

I recently returned £184 worth of clothing to PrettyLittleThing within just a few days of receiving the items. The return included several pieces that were too small or of poor quality, and I only decided to keep one item.

To my surprise, instead of receiving my refund to the original payment method, PLT issued the amount as store credit without my consent.

Since then, I have tried to contact PLT on multiple platforms, including their official email and social media, but I have only been met with automated chatbot responses and no human assistance.

The situation worsened when I was contacted by fake PLT accounts on Twitter/X, pretending to be customer service. One account even called me directly and tried to convince me to download the “WorldRemit” app, claiming it was the easiest way to process my refund. I realized this was a scam, but since then, I have received two additional calls from people impersonating PLT representatives.

When I posted a public complaint on PLT’s official social media, I noticed that hundreds (possibly thousands) of others were commenting with similar refund issues. Within seconds of posting, I was again targeted by scam accounts pretending to offer help on behalf of PLT.

This situation is unacceptable. I am requesting that:

My refund of £184 be issued to my original payment method, as per standard consumer rights.

PLT improve their customer service accessibility and security measures to prevent scammers from exploiting frustrated customers.

Please treat this as a formal complaint and confirm receipt as soon as possible.

Can you please refund me my whole amount i have sent 2 messages and not getting a response order no 125-2507373-1728661

why oh why didn't I come to trust pilot before ordering. Not only are there negative reviews here, but on Instagram too. They are so focused on attracting new customers, they neglect their current ones. Which is a significant brand failure. Prioritizing new customer acquisition over the satisfaction of current clients is a fundamental business misstep. They don't communicate, they don't refund. This should not be happening in 2025.