Princess Polly Reviews 2

Exchanges are easy. I was confused about something and ordered something by mistake and I reached out and they rescheduled back out immediately. And we got it resolved in no time. Dresses are nice, affordable- it’s hard to get clothes to fit my daughter so their exchange program is so helpful for our family.

I am not the one to leave a negative review, but I feel like I must let people know to avoid this website! The first time I shopped with Princess Polly was in August, although I was very pleased with the items that I purchased, the delivery/customer service/customer fees did not make up for it. I placed an order on 02nd August, opted in for express shipping (which I believe is 3-5 business days), and I received the items on 09th August. In addition to this, I used a discount code that I found online, which reduced my order from £146.34 to £118.80, however when DHL delivered my parcel, they charged me £61 in custom fees as they were informed by Princess Polly the items were valued at the original price, hence the hefty custom charges! As it was my birthday and I desperately needed the items, I reluctantly paid the custom fees.
I then discovered that Princess Polly were shipping from the US, with free shipping (on orders over £40), I also presumed that as the custom fees would be lower than £61, I purchased 2 items last Tuesday 10th September, I paid approx. £10 for express shipping (2-3 days). I was hoping to receive the items on the same Friday or the following Monday at the least, considering the delivery charge, however I did not receive anything. I then emailed Princess Polly numerous times, after what seemed like an eternity, I received a detailed response by somebody called Amaris expressing her apologies and offered a refund of the delivery fee and a discount code for my next purchase (!!!). She advised she would speak to the warehouse in America to check the status, and to date I have not received an update (bearing in mind she emailed me on Saturday 14th September, and it is now 17th September). Although I appreciated the goodwill gesture from her part, the customer service in general is appalling, as I have sent around 10 emails chasing my order, with no actual response. I now have wasted £50 and I have to do a last-minute shopping trip elsewhere! The website to track my order is very vague and it seems there has been no progress on my order since last Tuesday 10th as the items are still sitting in America!
They do have a few beautiful pieces but if the delivery and customer service was not so complicated, I would shop again…