PrettyLittleThing Reviews 686

Received my order on the 13th of Jan, return some bits and also didn’t even receive one of my items. They received my return on the 23rd of Jan and I put on the return form that I never received the jeans. They didn’t refund two of my returned items and are now refusing to refund the jeans that were never sent to me even though they were informed at the time of return and on the 30th of Jan and the 5th of Feb via email. They are claiming that it’s now “beyond the return window” when they have just longed out replying to my emails for so long that it’s gone past 14 days. I literally completed their online return form stating that the item was not in the order on the SAME DAY I received the order yet they still won’t refund me. Regardless of that I’m still owed a refund and just because they are a big company they think they can mug people off. Won’t be ordering ever again. Quality of the clothes and the sizing is absolutely rubbish anyway don’t bother. Customer service is rubbish.

This has to be the worst company I have ever dealt with in my life. I ordered a jumper and a pair of joggers and they sent two jumpers instead. I reached out on Facebook, instagram and email. I was advised to send a photo of my return receipt the refund would be issued straight away so I can re-order what I already paid for. I have been getting ignored ever since I sent the receipts. Facebook , instagram and email and not one person has gotten back to me the service is appalling! I went to re-order the joggers and they have gone up in price and again, no one is responding to me as I am not willing to pay extra for something I originally paid for !!! I will never ever be shopping with PLT again. My order number is LIE1H46WC56F3CZ if anyone wants to actually bother getting back to me.

Shocking customer service takes days to receive a reply back and so unhelpful. Ordered a pair of trousers that have actually came already washed and worn with the tags attached back onto them 🤢. Still awaiting a response

Disgusting experience
Some extra charges added without my consent. Sizing very inaccurate. Have to return but their return portal isn’t working. Message for support but still awaiting response. Avoid this company
Will be reporting them

I am absolutely appalled at the this joke of a company. I have been a loyalty customer for years and the lack of service I have received is beyond a joke.
I ordered a blazer at the start of December and long story short, it hadn't been delivered at my address and ultimately is 'lost'. I contacted their customer services Instagram the day after 'delivery' to which I received an automated response saying they're busier tan usual and to expect a delayed response - so I waited. At the start of February, still no response so I contacted their WhatsApp - no response. So I contacted via email to which they said they can't help me as it has been longer than 28 days? UNBELIVELABLE!! I said it is no fault of mine that my parcel got lost and you haven't replied in a timely manner and they came back with the exact same response saying its been too long to help me? THEY EVEN HAD THE CHEEK TO RECOMMEND PLT MARKET PLACE?!? Clearly haven't read my multiple emails explaining that I haven't received my ordered and that I'm not looking to return?? Honestly, spend your money elsewhere - EGO offer waaaayyyy better customer service, I've had issues resolved in the same week with them. PLT are nothing but THEIVING, MONEY HUNGRY SCAMMERS . AVOID AT ALL COSTS.

Awful, no responses from customer services automated replies that say you will get a response and never do
Order arrived with items missing and random items I didn't order
Its been 2 weeks and bo response from a person, I've even askes to complain, no response just automated messages that dont make sense
Awful company, do not use

I am appalled by the customer service. Considering they are a multi-million business you’d think they could put a little more funding and care into making sure their customers issues are resolved!
I placed an order on the 31st Jan and my order arrived quickly - however they sent an incorrect item. I messaged their customer service and with no surprises I had to deal with a bot. When I finally get through to a person they sent me a returns portal link asking for an order reference number which is no where to be found. I have been asking for days for them to reply to me so I can get this resolved and get my refund but still no response! How a company can make a mistake and not even have the bother to fix it is outrageous! I need my money back!

Please respond to my messages!

I pay for next-day delivery, but I never seem to get my items the next day. This is the 3rd occasion now! im over it

Absolutely awful company!!! Avoid!!! Royalty is a SCAM…

Paid £9.99 for royalty (free next day delivery and returns for a year). My delivery came as promised next day. Unfortunately their clothes are awful so requested to return them at the cost of £1.99???
So I went on my account to see if I could actually use this ‘royalty’ and why am I not surprised I am unable to add a single item to my basket to check out. (Only when logged onto my royalty account)
I logged out of my account and added items to basket fine then when I got to check out i am unable to log onto my account to complete purchase!

Absolute Scam! Have requested a refund and to close my account but no one will respond!

Save yourself the hassle and buy somewhere else!

Been waiting 5 months on my £130 refund. Vile company that’s how they treat their “Loyal” customers

Worst company ever! Customer service is none existent. They take days- weeks to reply.
After receiving 2 faulty items in 2 different parcels. They told me in future I need to contact them first. Erm yes I did on several platforms, but you do not reply!
Now they have added on a delivery protection fee!!! That is already selected, unless you notice it and unselect it. You are getting charged! Surely that is illegal.
Please beware and do not use this company!

The worst company i have ever ordered anything from.Returned and item (have proof of postage) but never received a refund.No customer service just a chatbot repeating the same questions on instagram and messenger.Complete scam and fraud

The chatbot is just awful, you have to use Instagram which is awful response time and an AI chatbot that is unhelpful, avoid because if there is an issue with your order it won't be fixed

Customer services are difficult to reach, slow to respond and the company have made several mistakes that have lost me £136. I returned some items which arrived at their warehouse on 11th December but had not been registered on their system. After repeatedly contacting customer services through various methods I finally got through the chatbot to an agent who confirmed that the parcel had been received and proceeded to manually trigger my refund on Jan 1st, however they sent the refund to my PLT account instead of my bank account as I had requested. Since then I have spent the over 3 weeks trying to contact customer services to get my £136 returned to me because of a mistake they had made. It has now been over 6 weeks since the parcel had arrived at the warehouse and I still have not received my money through no fault of my own.

As well as this, there were several other issues such as items missing from the refund and incorrect charges that I have also had to chase. Considering this was my first time using PLT this has been an awful experience and it's safe to say that I will never use them again and I will be sure to tell anyone and everyone else to avoid purchasing any items through them.

Terrible. You buy the next day delivery for a year and free returns. However the parcel is never next day and never free returns. Clothes are crap quality too.

PLT has fallen off. Customer service is nonexistent. I have been waiting for over 2 months for a refund on an order that I didn’t receive. There’s no hope of receiving the refund. It’s really sad and frustrating.

Would give zero if I could. Waited over three weeks for a refund. I was ignored multiple times via email. And the text service is shocking. No one can give you any advice I luckily I had screen shot my return through inpost as receipt of sending back. It wasn’t until I threatened action through the ombudsman that I was the notified I would received the refund into my Apple account. Guess what it never came because they had refunded it into my PLT account. Absolutely shocking and I’m sure everything I’ve now had to order with be poor quality and won’t fit. I wi never order from here again, the company has gone down the pan.

I am trying to send a parcel back for a refund but their system won't recognise their own order number. I have contacted customer service multiple times but you can only do this on FB and Insta and it is just bots. There is no email address and no phone numbers so it is impossible to actually contact anyone. Absolutely appalling customer service.

I would give 0 stars... ordered a tracksuit for my daughters birthday i only recieved the bottoms and no hoody, they are telling me both items were in the same parcel when they are not! They them told me to check my invoice which by the way wasnt in my parcel it was just the bottoms! They told me that it was sent out together so now there has to be an investigation to make sure "im telling the truth" and i may not even get a refund or replacement. This company is awful customer service take days to reply and they just dont care! Do not order from here!

I ordered ordered a tracksuit in the December. There was no notification of the delivery by evri until hours later and they left the item outside. When i went to look for it it had been stolen. I contacted both evri and PLT about this. Evri said they had spelled to the driver and the case was closed. PLT eventually replied to my email saying they were sorry to hear this but they can't find my order with the number and full details I gave them . They asked for a number that didn't show anywhere on my order details.
I sent more emails with photos of my order confirmation, delivery and bank payment taken from my account. I now am getting radio silence.... nothing. No communication. I just want a refund.
I will never order from PLT again and would tell anyone thinking of ordering from them NOT TO!!!!!
The worst experience ever and i wish I had reviewed beforehand.
Disgusting!