PrettyLittleThing Reviews 

Absolutely appalling customer service live chat. Ordered a dress mid-May, they sent a totally different dress and then denied all knowledge of the original order claiming they couldn’t find it!
absolutely appalling customer service and still no refund despite me paying to return it with a covering letter.
Now have the hassle of a chargeback claim to get the money back.
Hideous company to deal with. Beware!

Placed an order two months ago and no delivery.
I have emailed eight times and no reply.

Extremely Disappointing Experience – Poor Service and No Refund
My experience with PrettyLittleThing has been nothing short of unacceptable. I ordered a jumpsuit and, instead, received a Maybelline lipstick. This error was entirely the company's fault.
I contacted customer services immediately on 18 May and was instructed to return the incorrect item. I followed their instructions and returned the lipstick without delay. PrettyLittleThing has confirmed that they received the returned item, yet I am still waiting for my refund.
It is extremely frustrating that I have been left out of pocket because of a mistake made by the company. Despite doing everything requested of me and returning the item promptly, my refund has still not been processed. The lack of accountability, poor communication and failure to resolve the issue in a reasonable timeframe is unacceptable.
The situation has now reached the point where I have had no option but to raise a dispute with my bank in an attempt to recover my money. This should never have been necessary and could have been avoided had PrettyLittleThing dealt with the matter professionally and issued the refund they owe.
Sending the wrong item is bad enough, but failing to refund a customer after receiving the returned item demonstrates a serious failure in customer service. Based on my experience, I would not recommend PrettyLittleThing and would strongly advise others to think carefully before ordering.

Would give 0 but not an option. The last 4 returns I have made they've missed one item off the refund. I vowed never to order from them again but was really struggling with finding a suitable skirt and caved 2 days before an event. Again, as per usual, they refund everything bar one item that's been returned. I spend hours upon hours chasing them they get a human to respond then send the same message saying wait for the refund even though they've emailed the details of the refund. Then they close it and you start all over again. Twice I've asked to raise a complaint and been ignored. On this occasion the item they've missed orf is a skirt I contacted them about as soon as it had arrived as it came covered in some disgusting brown stain front and back, wasn't fit for sale. They said no problem return it and still managed to miss it off the return and refund the other items. Once would be a mistake, twice a coincidence. This is clearly done purposely. The amount of time wasted chasing them far outweighs the cost of the skirt. I think they know this and do it purposely. Absolutely shocking company. Do not deal with them. Will be raising with the ombudsman.

Where do I start!!!!
I love PrettyLittleThing’s clothing — the quality and style are consistently excellent once the items finally arrive.
Unfortunately, the overall shopping experience has been extremely disappointing, and the customer service process needs serious improvement.

I paid £10 for next‑day delivery, yet my order didn’t arrive until a full week later. When I needed to return a few items, the returns portal didn’t recognise my order number. I was pushed to a bot that couldn’t resolve the issue and was then passed between multiple human agents. Each one asked me for the same information, and despite replying promptly every time, I had to speak to five different agents over a period of 5 days before anyone finally sent me a return label.

I was also asked which courier I wanted to use. When I chose Royal Mail, I was told that option wasn’t available, I eventually selected InPost and received a code. I dropped off the parcel on 22 May, and the courier confirmed delivery to PrettyLittleThing on 23 May. Since then, I’ve had no update at all from PLT, despite their website stating that customers will be notified when returns are received.

Overall, the clothing itself is great, but the delivery delays, the broken returns system, and the poor customer service make the experience incredibly frustrating. I won’t be ordering again until PrettyLittleThing improves its processes and customer support.

Avoid at all costs .

Be careful when ordering from this site, as some items are not what they say they are on the website. In my experience, I wanted cotton only products, but ended up getting what I thought were 100% cotton pants as published on website, and receiving 100% polyester pants. They had better refund me for these, as they had been worn, but no customer should have to check their labels to see if it's the material that matches the website. It's just wrong. It's already been several days since I returned a lot of items, and I believe they will try to fleece me, so I'll happily take it to a small claims court.

And also what's with the length of the trousers, they are all built for six footers, far too long. That's why I returned all the pants.

awful customer service I’ve been trying to get a response out of them for a faulty gift card. They sent me for more than three weeks and no one has done anything about it every single time they read my complaint. Tell me to wait 48 hours for them to review it and then never get back to me so when I reach out again a new person pops up and I have to reexplain situation all over again and then I start getting bot responses. They don’t even relate to my situation at all and I am yet to have any resolution to this problem.

If I could score 0 stars - I would.

Avoid at all costs - PLT will ignore you, gaslight you, and keep your money unless you fight for it.

My experience with PrettyLittleThing has been an absolute farce from start to finish.

First, they sent me an eyeshadow palette that arrived completely smashed. Instead of replacing it or issuing a full refund, they only offered 50%. When I followed up, they ignored every message. I had to use a completely different platform just to get someone to respond.

Then I returned two items together in the same parcel - a stained shirt (which their own agent confirmed I wouldn’t be charged a return fee for - but shock horror they did charge me for the return) and a pair of trousers that were poor quality. PLT refunded only one item and acted like the other didn’t exist.

Despite me sending screenshots, photos, and proof of everything, they repeatedly sent the same automated message over and over, completely ignoring what I actually said.

Only days later did they finally admit they had received the trousers too - but still no apology, no acknowledgement of their mistake, and no explanation for why they withheld the refund. If I hadn’t chased this repeatedly, they would have kept my money. I believe they only corrected this because I logged a second issue with Klarna - had I not had this option, I don’t think I would have got the money back.

What should have been a simple return turned into a stressful, time‑consuming ordeal. Their customer service has gone downhill massively, and the gaslighting at every stage was unbelievable.

If you do buy from PLT, use Klarna or a credit card so you have payment protection - because based on my experience, they will keep your money if you make a return. I will not be ordering from them again.

Wish I'd read these reviews before purchasing! 😭 Ordered 3 x dresses for next day delivery, they never arrived, customer service now saying I have to wait until 6th June to apply for a refund! Absolutely gutted, ordered these for a wedding and am now £175 out of pocket. ☹️ Will be contacting my bank to get my money back!

Scamming company i returned a full package cos it came dirty and they will not refund me they keep lying saying they have sent the gift card and I don’t receive it and every time I talk to someone it’s automated system and they just repeat what they said I’m so annoyed never will I use them again !!! Should of got my refund on 2nd may

Delivery price did not show until I pressed pay: £9.99 delivery with no obvious delivery options. Feel totally scammed before the item even arrives. Only haven’t cancelled because it’s a birthday present for my niece. Will do my utmost never to shop from here again.

Ordered a large quantity of outfits on klarna pay next month. None of the outfits were suitable so returned all the outfits purchased. I also pay for premier delivery so I don’t have to pay additional delivery’s fees. My parcel was sent, the refund took a while to come in so klarna provided the proof of postage, I checked to make sure the payment had been cancelled as no items were kept. However, pretty little thing kept a payment charge of £40.07, why this was there is unknown as the whole parcel was returned. I contacted plt, they knocked £27 off but kept a remaining £13 on for me to pay. This is for absolutely no reason whatsoever. I couldn’t speak to anyone and no one dealt with it properly.
Terrible service! I won’t be ordering from there again. I renew my premier delivery each year but definitely won’t be doing that. Be careful as they take your money for not keeping any of their clothes!

Don’t order from PLT very often but I did quite a big order so decided to do the royal delivery for £9.99.
Made a small order yesterday and was charged £2.99 for a delivery support when I 100% unticked this box.
Trying to speak to someone has been near on impossible.
The chat bot will not even put me through to a human just point blank being told it’s part of the terms and conditions blah blah and they will not look into this and will not refund this £2.99.
Terrible customer service and I will not be ordering from there again!

The 1 star isn’t even deserved. I am fuming. I’ve never had this experience ever with pretty little thing. I bought a few little bits. Bikini, airport outfit and all didn’t fit but one item in particular came with no tag, very clearly second hand and plucked all over. I created a return but this item I marked as faulty. I have the parcel ready to go but have been trying to report to PLT for 3 FULL days. they have taken up to 4 hours to respond at a time, but the minute I don’t respond my chat is immediately closed down. (you can’t expect me to wait 4 hours and be staring at my phone the whole time) I literally have a sick toddler so at the point of messaging when I’m able too they take 4 hours to get back to me. At one point I actually got through and was offered a partial refund which I point blank refused as this is very recent parcel and within the 14 day period to return! I am owed a full refund. And I’m still not getting anywhere with customer services. They closed my chat down on this occasion too. I will add pictures to this post if I am able too, what is going on with this company lately they used to be fab with returns!

Scammers and thieves. Charged me £9.99 for something called royalty without me agreeing to this or selecting it. I only noticed after placing the order and the scammy customer service is saying that they now can’t cancel. Even though I didn’t not authorise it. What is more I reported it within a couple of days and legally I have 14 days to cancel. It’s not possible to make any changes on the account even after logging in. AVOID!!!

Waiting 8 weeks for a refund, every time I contact them regarding refund get told I will be refunded within 24hrs and nothing gets refunded. AVOID AT COSTS

pathetic!!! sizing is so awful, bought two dresses and decided to size up for one and maintain my size for the other, surprisingly they both don't fit at the bottom and are too big at the top. just stupid. a waste of money and time. only reason there's a star is because i have to add 1 to write a review

AVOID AVOID AVOID

Ordered on the 21st April and returned all items and have been chasing my refund from them for the last 14 days via all sorts of email/messenger/Instagram,they are not responding to my questions. They do not understand! I have even messaged the CEO on Instagram and have been ignored. They are not Refunding me all my money back. Avoid at all costs. This is the 1st and last time I will order from them. Please spread the word and let people know what they are dealing with. I have to now wait to do a charge back on my CC

Would give a zero, i have no idea what has happened to this business. Ordered clothes in November, returned at the start of December and am still fighting for my refund!!!! It’s an absolute joke, can’t get hold of anyone and all responses are AI that don’t make sense. Avoid at all costs