prettylittlething.com Reviews
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3.2 / 5
Average user rating
109812
Total reviews
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prettylittlething.com Reviews
Read real experiences from customers of prettylittlething.com.
Brands may not incentivize or pay to hide reviews.
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Sophie Elliott
March 29, 2026
FAILED ORDER CONFIRMATION
the app and website are both very glitchy. i placed an order and never received an order number or confirmation but have been charged the money. I contact customer support and KAI told me basically to wait 48hrs to see if the charge from my bank dropped or if the order was confirmed. The items are sale items and are likely to be unavailable if i wait 48hrs and they can’t do anything about it until the 48hour mark which i found incredibly disappointing. I am now out of pocket over $100 and have no products coming and no way to confirm the charge and customer service won’t look into it further. If the charge is dropped i’ll have to purchase again with no way of holding the sale items that may sell out and then i won’t be able to buy them.
Alex
March 28, 2026
Missing items
Do not order from this company! I ordered four of the same dress in different colours and sizes, however only three items arrived in my parcel. I raised this issue immediately, but after waiting over a week for a response, customer service eventually agreed via iMessage that I would be refunded for the missing item.Since then, after chasing the refund via email, I have now been told that they will not be issuing a refund as they claim to have CCTV evidence of my order being packed. I have asked to see this footage, as my parcel only contained three items, but they have refused to provide it.To make matters worse, I have now been told they will no longer respond to my claim, as they believe they have sufficient grounds to say all items were delivered. This is extremely frustrating and feels very unfair, especially as I reported the issue straight away and was initially told a refund would be processed. They are repeatedly making me out to be lying which is frustrating. This is my first time ordering from them and have no reason to claim an item of £17 did not arrive. To make matters worse, the dress that didn’t arrive was a size that didn’t fit in another colour, so I wouldn’t have kept it anyway! After reading other reviews, it is clear that many people have experienced similar issues, which is really concerning. I am now having to escalate this further with my bank in order to try and recover my money.I would strongly advise others to be cautious when ordering, as resolving issues like this has been incredibly difficult and stressful. It is also worth raising a dispute with your bank if you have no luck with PLT.
Lily
March 28, 2026
I am a frequent shopper from PLT due to…
I am a frequent shopper from PLT due to their price point and delivery time (being a royalty customer). However their customer services is dire, the only forms of communication is through instagram dm or an email which no one seems to ever respond to. How can such a large scale global business operate like this with their main source of customer service being through instagram direct messages? Several times when I have issues relating to not receiving refunds or being charged for an order a never receiving it the customer service takes an exceptionally long time to respond and rectify the issue.
Gulum
March 28, 2026
Very disappointing experience with…
Very disappointing experience with PrettyLittleThing.I received a dress that was clearly defective, the hook/fastening at the top of the zipper was broken on one side, which is an obvious quality control issue.The item arrived on Friday while I was out of town, and when I tried it on, I discovered the fault. Unfortunately, I had a wedding the next day, so I had no time to return or replace it and was forced to wear a damaged dress.It is extremely frustrating to receive a faulty product at such short notice, especially when it could have been easily avoided with proper checks before shipping.This shows a serious lack of quality control and respect for customers.Honestly, buying from PrettyLittleThing feels like a regret.
James Mott
March 28, 2026
Worst Customer Service Experience
I have never written a customer review, but the service provided by PLT has been appalling and still hasn’t been resolved and I would highly recommend customers shopping elsewhere. What started off as buying my wife a couple of dresses for maternity, has turned into a lesson on how poorly customer service is now handled . If I could attached images of the message train I would. Hopefully then someone with a shred of initiative could think your automated customer service bots on instagram are useless and can’t actually resolve anything. Your agents then don’t read the previous message so you have to start the process again.
Eralda
March 27, 2026
I’d enter zero stars if that was an…
I’d enter zero stars if that was an option. I’ve been a customer for years and their customer service has never been the absolute best but this is the worst I’ve ever seen. I’ve been trying to get in contact for over a week and I’ve messaged on instagram as well as used their message option and I’m yet to actually receive a reply to my issue. Evri delivered the parcel on the ground floor of a 22 storey building where hundreds of people live, and there is no reception. So despite my parcel not being delivered to me, I’ve been out of pocket for almost a week and not once have their customer service actually tried to help me. I don’t see how I can shop there again- I will have to dispute the transaction with my bank.
Sasha
March 27, 2026
Shocking Customer Service
Customer Service is absolutely shocking. It is really difficult to get hold of PLT and then when you do they reply to your message then revert you back to AI instead of dealing with it themselves! Apparently I have been charged £3.73 for delivery SEEL protection however this is not in my confirmation email. It only came up because I realised I wasn’t getting full payment back on my refund. Watch out for this when ordering with them apparently you have to opt in to SEEL protection which I did not but have still been charged for it! Talking to AI regarding the issue and now waiting to be transferred to an agent again!
Mallisha Sinclair
March 27, 2026
I am a regular customer of PLT and have…
I am a regular customer of PLT and have been for years, this is the one of few times that I’ve had to send something back. I sent back within the required time frame and selected to have a full refund to my original payment method. When they received my return I got an email saying that I would be issued a gift card (store credit) and that it would be available by a certain date.. which was 2 weeks ago. 2 weeks have passed and there is no store credit, no refund and no reply from an actual human when you try to contact customer services. Just useless automated lifeless AI responses like many companies are using now. Been told I’d be transferred to an agent but then an agent never actually gets back to you. I’m £100 out of pocket, may have to get this resolved through my bank and PLT may have lost a loyal customer.
Karli Anderson
March 27, 2026
Very efficient thank you kai
Very efficient thank you kai
Jade Kelsey
March 27, 2026
Customer service is awful
Customer service is awfulI purchased an order last time which was faulty. When i went return the item it said to contact customer services first which I did, for this reason it went past the returns window and they did not except my return. This time round i made another order and the wrong jumper has turned up, I needed it for this weekend. I contacted customer services 3 days ago and still no response.
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