prettylittlething.com Reviews 110,172

Great customer service from Theo fast and efficient, had no problems with my query thank you

PLT are refusing to look into my formal complaint regarding faulty jeans and refusing to provide me with a full refund. Companies are expected to look into consumer complaints under consumer protection laws but they keep dismissing my email of complaint.

They continue to dismiss me and tell me they will not offer a full refund, they haven't investigated and will not acknowledge my complaint.

I had placed an order through pretty little thing as a guest but had difficulty finding where to track the package. I contacted Kai through customer service and Kai made sure to respond quick and answered my question guiding me throughout the process. I enjoyed my experience and will definitely be shopping again.

I’m really disappointed with my experience overall. I placed my order on April 19th for items I specifically needed for an upcoming wedding, and as of May 6th, my package still hasn’t arrived—and may not make it in time at all.
The tracking shows the package bouncing back and forth between the same facilities, with no clear progress or resolution.
I do want to highlight that Kai provided excellent customer service. She responded quickly and was very kind and helpful while trying to assist with my shipping concerns. Unfortunately, despite her efforts, the shipping issue itself still hasn’t been resolved.
At this point, I’m left without the items I ordered for an important event, which is extremely frustrating. I hope this issue can be resolved quickly, and that future orders have more reliable shipping.

The five stars are for Kai not the company

Title: Misleading advertising – wrong, damaged and extremely poor quality items!
I ordered a silver satin maxi dress and matching silver heeled mules with feathers exactly as shown in the photos on your website. But what I received is completely different and totally unacceptable.
The dress is not the colour advertised at all, the fabric looks very cheap, it is covered in loose threads, creased and poorly made – nothing like the elegant, shiny dress in the pictures. It is unwearable.
The shoes are even worse: instead of silver they are light blue, the feathers are messy, far too big and already falling off, and the overall finish is terrible quality. They look nothing like the neat, delicate pair you showed online.
I originally planned to test your products because I was considering working with you as a supplier, but after this experience I will never buy anything from PrettyLittleThing again, nor will I recommend your brand to anyone. This is not just about the money – it is about honesty and fair business, which you clearly do not offer.
I don’t have time to go to post offices or drop-off points to return these items, especially since this mistake is entirely your fault. But I want everyone to know the truth: you advertise one thing and send something completely different and of very low standard. Do not waste your money – you will be disappointed!
I have attached photos that clearly show the huge difference between what I ordered and what I actually received.

Kai was very helpful & reassuring and responded very quickly.

Terrible customer service. Ordered next day delivery-was due to come Saturday, it is now Wednesday and still hasn’t arrived. The Premier subscription is a scam. They have no intentions of it actually arriving next day but if you pay for this then they apparently don’t have to refund you even though you have paid for next day delivery. Will be reporting to trading standards too to look into this.

After placing my order I noticed the address had autocorrected to a locker in Scotland - I live in Wales! I contacted PLT one minute after purchasing to be met with absolutely no help! I explained the situation to which they basically said tough, we'll take your money and if the parcel comes back to us you might get a refund. So strange how you don't have the option to cancel either.

I ordered a sweater once, and I was told that it was out of stock, but I never received a refund. Then, a few years later, I ordered some dresses, and all of them were very poor quality and didn’t look anything like the pictures at all. I returned them, but I still never got my money back.

I emailed them to ask about the refund, but they only replied that they had sent the money back to the account I used for payment. However, they couldn’t provide any proof, and I never received the money.

Kai was so helpful, the response time was very short, although I wish they had a phone number you can call, but overall I loved the customer service.

Terrible company I placed two separate orders one I did not keep any items got charged £15 for this. Second order kept a £12 dress got billed £55 all together saying i had to pay seel protection which stated nothing on their website or in basket at check out. They are ripping people off and I will never place an order with them again! Not worth it!

So so upset, I thought I’d found a really great and reasonably priced Company to order cotton clothing from. Their website is completely incorrect about the material content on the description for two of the items I purchased, which is apparently illegal. Why do this?

Be really careful if it says 100% cotton and like a lot of people nowadays this is your sole reason for buying it. A lot of people are getting by fed up with plastic clothing now.

I placed my first ever order with PLT last week and trawled for a very very long time looking for only 100% cotton items or 95% cotton with a 5% elastane at worst.

Two of the four items I received came exactly as described. Material content matched the description and was therefore legally okay. They were okay not great but acceptable quality for the price I guess.

The other two items turned up totally and I mean …. completely …. different to the website description. One said 100% cotton and turned up as 40% polyester and only 60% cotton. They are miles away from being textured waffle cotton or 100% cotton as described.

The other said 100% cotton Broderie Capris and boasted about the breathability of the item in the description.

“The pure cotton composition ensures breathability during warmer days”

It was in fact a 100% polyester lining which it fails to mention anywhere in the description or photos.

I took photos of everything on the website and what turned up in reality.

Contacted customer services who it says reply in a few minutes but nothing at all back yet. I think I’m just going to be ignored and end up taking a huge hit on the cost for this mistake.

Consumers are apparently not legally required to pay for a return for items that are listed incorrectly as in they were not honest about what was being sold as that is illegal in the UK under our consumer regulations and laws.

So so sad I thought I’d found somewhere new and trustworthy. Such a shame. Please sort this out as I thought you were a reputable brand. So let down.

I have been ordering from PLT for about 5+ years. In the last year, they have been awful. The quality is awful, next day delivery is never next day, and to top it all off, I have £55 missing from them which they are saying they’ve refunded me and they haven’t. Their customer service system is awful. You return your items and then don’t receive anything for 6 weeks, or in my case even longer.

Terrible experience every time. They lost my order, I was told after I contacted for like the 10th time. They apologised saying the courier lost it and I had to wait to be refunded or reshipped until a certain date which wasn’t far away? A day or 2 later they randomly “reshipped”.. don’t think it was shipped in first place as the order was missing some things that had went out of stock. Didn’t even confirm after that time if I wanted to proceed with the order which clearly I wouldn’t have, example a 3 piece bikini by The time they shipped the top part was out of stock what use do I have for the other 2😂😂 I’m really disappointed in the whole saga I asked for a return label, 22nd April finally got a reply to say would be generated, nothing since. The last time I ordered I got the completely wrong product, the customer service was so bad I literally just cut my losses, 40 euro for a dress that was WRONG and no reply no assistance only to pay for a return label urself take the hit even though I got the incorrect product , sent images and everything, absolutely shocking . You have really poor customer service, the worst after-sales I have ever seen actually , really bad for a “reputable” company.

My wife paid £9.99 for free deliveries and it hasn't been applied to her account. After one month of trying to get it sorted, the completely pointless contact us function replies once a day saying it is working just log out and in again. She's done it a hundred times but no one will listen. We've asked for a refund but they ignore it. Seems like an automated response and you can't speak to them. Awful company and obviously not run in this country anymore. Won't be using again as they've stolen £10!!!

would rate 0 if i could, the agents disconnect after two messages with no explanation, i’ve tried so many times to get through and nothing. all i wanted was to actually have the “royalty shipping” applied to my account, but ive paid for it and now cant have it. terrible company and clearly structured to be as scammy as possible so we as customers give up with trying.

I have been using PLT for years now and every year I buy the PLT Royalty for free delivery and returns. Purchased January 2026 but recently when I tried to return something I saw a £1.50 charge. Used the chat option and was told by an advisor that it was a mistake and if I am charged to contact again. I have contacted another 2 times once to be told that I don’t have royalty and that I paid £10 for a one time delivery. That’s madness because I would never! (even though I see an active sub on my account until Jan 2027) and then contacted again to be completely ignored.

I have screenshots of your websites/ app that say FREE returns with no charges for Royalty members to which you can’t answer me ?

It may only be £1.50 but how many other people are you doing this to? I would quite like you to return my £1.50 and I would happily take this further to investigate how many other people this happens to without them even realising.

Here was the original message I received from one of your advisors!

[Hi Kayleigh,

I hope you're well! I'm sorry for the confusion regarding the return charge when you're processing the return. Kindly disregard this as you are subscribed to our unlimited delivery which also includes free returns. Rest assured that you won't be charged for this. On the off chance you were charged please let me know so that I can refund it for you.

Thank you for your understanding. - Jonathan S. ]

And I have tried to let you know with no luck.

I wouldn’t even give one star if it was up to me!
They have never delivered my order which was placed on the 6th of April due by the 10th, then I have been told by a flipping AI I had to wait until the 21st of April for my order to be processed and if it hasn’t then I’d either get a replacement or refund which STILL to this day has not happened!!!!
I have chased numerous of times and not one person gets back to me.

To top it off I tried to place another order and return some items for a refund which then has been half processed!!!

Absolutely shocking service you guys need to do better!!!!!!