PrettyLittleThing
Reviews and Complaints

Absolutely awful. I was so excited to receive my package because I found the curve dress for a party I was going to that weekend. I ordered express shipping to make sure it arrived on time when the package came, instead of the dress I ordered, it was some ugly stretchy tie dye dress. I immediately looked for customer service info to report this to, but they only allow you to DM the company via Twitter WhatsApp or Facebook. It took WhatsApp 4 days to get back to me and when I received a response on Twitter, it was very slow. I asked them if they could send over the correct dress and they said they couldn't until I returned the wrong one they sent. That makes no sense. THEY sent me the wrong items so it should be up to them to send the correct one to make it right. I sent them pictures of what I was sent and the tag and everything. I informed them that the post office in my city is closed on the weekends so I couldn't mail it back. I asked them if they could just ship the dress or hold it so the dress I originally wanted wouldn't sell out before I was able to return the dress. Guess what? They say I returned the incorrect dress, the one I originally wanted sold out. I am upset about this and no one has tried to make it right. They offered me a 10% coupon as if that is any help as that just means I'd be spending more money at PLT if I used it.

I placed an order with PrettyLittleThing on October 4th and I got an email saying that it was shipped and with the carrier on the 5th. All was going well until it completely stopped moving on the 8th. I was watching the tracking information daily because this is a very important order that I need for a very important event coming up in the near future. What makes it worse is that when I reached out to customer service via Instagram, I was sent a different tracking number than the one sent to me via email. Both of the tracking numbers are "customs cleared" and one is "site scan" both are supposedly in Bensenville IL, XXXXX but haven't moved in days. The package is supposed to be here tomorrow and I know that won't happen. I reached out to FedEx next and they told me that the shipper only sent the information over to FedEx, not the actual package. This is really stressing me out and I am so beyond hurt that I can't get a straight answer as to why my package is not moving. I later read reviews saying that packages come days and sometimes months later than the expected delivery date. When I reached out to customer service they said that the latest I should wait is NOVEMBER 3! Before then they can not issue the package as lost. I am so disappointed. I spent almost 300 dollars on this order and I might have nothing to show for it. This company has me in tears, I am so sad.

Beware! You will pay extreme import fees and duties ! It has been 2 weeks and my package is being held for not being able to pay $349 USD in custom fees at UPS . I was promised from a customer rep that they will make sure the fees are waived , and nothing was done once package was delivered to my home , ups refused to give me parcel until I paid $349 ! I already spent $300 plus at their site and payed for express shipping only to have it delayed 2 weeks and now I'm unable to get package ! I didn't not plan on spending extra $300 for custom import fees! Clients should be warned fairly of this issue ! One rep states that the will waive, Teresa says that I have to pay and they will pay pal me back the money , another says they aren't responsible , but why are they so willing to give me refund only if i pay first and send them a screenshot, instead of calling UPS themselves as the shipper and pay the import fees as they said they would ?!? I have screen shots of them confirming I would be okay ( conversation with virtual assistant chat) . Sounds a little suspicious, now I will be responsible for custom fees REGARDLESS, I don't have the money to pay additional $314 , I'm leaving country in 2 days for family emergency and can't spend any more ! They don't seem to uphold their communication promises and now I'm without a package and they are not showing trustworthy actions or ethics !

Worst customer service experience I could imagine. I ordered 3 items and paid $15 for express shipping. I received an email stating that my package was dispatched, and a second email minutes later stating that one of my items was unavailable. This unavailable item was the ONLY reason I had paid $15 for express shipping, otherwise I would have cancelled the entire order all together. I wrote customer service to inform them that they should have contacted me in regards to the out of stock item prior to sending me this expensive package that I no longer even want. Rather than RIGHTFULLY refunding me this ridiculous shipping fee, they offered me free express shipping on my next order. They said "the shipping was already paid for." Yeah, well maybe you shouldn't promise customers items that you don't have in stock and subsequently ship an incomplete order for $15 with no notification. The entire payment went to PLT, so essentially they are saying they don't want to swallow that $15 for an error on THEIR part. I am also required to use this free shipping code within a month. Nice offer- "Give us more money and we'll give you free shipping...but make sure you give us that money within a month." As if I'd actually want to order from this trash company again, they are giving me a timeline to use this sorry excuse for an apology. Zero customer care. I knew I should have stuck with American companies.

I placed an order on November 19th and my package was not shipped. It was supposed to be delivered on December 1st The label was made at fedex but they never received anything from PLT. After bringing it their attention on December 1st I was told to wait three days after the delivery date for them to look into where the package may be. I waited those three days and reached out again expressing that this was for my birthday and I needed the items ASAP. I was told to wait until December 22nd for the courier to get the package. I told them that was too late to see if the courier would get the packs because I needed the clothing for my birthday and asked for another package to be sent and was told no. Then I asked for a refund. They refused to give me the package because they have to wait for the courier to start an investigation. Which is stupid because they never got the package. The courier stated they never have received the package and only has a label ready. PLT keeps telling to watch for updated scans... Their last update was on Dec. 6th and still nothing. I'm really upset I wish I never spent my money here. This was my first time trying the company out and they have put a bad taste in my mouth. It's even more upsetting to see their reviews online after going through this traumatic process. I advise people not to spend their money here. I know I will never spend money here again. TOTAL SCAM!

I ordered 5 items from PLT over a month ago (5/13). I messaged a representative earlier this week because I usually receive my order on time no problem. They told me there might be a delay because of the virus which I understood. I got a notification for the 3rd time from my tracking saying "FAILURE" this 3rd time (6/16) It had a note that FedEx was holding my package. I called FedEx to figure out why they wont sent me my package because by this time it had been sitting in the same spot of 2 WEEKS. FedEx told me they won't send me my package because they received an empty package from the sender: Pretty Little Things...FedEx told me they emailed Pretty Little Things about what they received and needed an explaination as to why the package was received empty and I was told Pretty Little Things never responded. FedEx can't do anything until Pretty Little Things responds. When I messaged a PLT representative all 5 people that I spoke to made it seem like i'm being impatient, but i'm not! I'm frustrated because PLT has my money and now i'm being told my package is empty! I was told by a representative that PLT sent my order but where is it? I'm to the point where I'm about to take both PLT and FedEx to small claims court because I want my money or I want my FULL ORDER. I will most likely not be shopping with PLT again which is a bummer because I like their clothes but this is a mess and unprofessional.

This is my first experience with PLT and this will be my LAST. Not only did my package not arrive, they are claiming that I put the wrong apartment number, which I NEVER have. I have NEVER had any issues with any packages coming to my apartment until NOW. I've lived here for a YEAR. I know for a fact I did not put the wrong number. Their "customer service" is a joke. The first red flag was the fact that they have an automated robot that you can chat with if you have issues. When it comes to talking to a real person, said robot will attempt to "transfer" you, and there will not be any agents available to assist you. The next red flag was the fact that the only way you can talk to a real human being, is through their Twitter, Facebook, or WhatsApp. To me, that is SO unprofessional. No phone number or email. I had no choice but to message them on Twitter and I get a different person every time I message. Each person is just as incompetent as the one before them. I am asked multiple times if I "checked around my apartment" and I'm under the impression these 'customer service reps' CAN'T READ because I keep telling them OVER AND OVER that I checked EVERYWHERE. They also kept "confirming" my address on FOUR different occasions! THAT IS RIDICULOUS. Ultimately, the most recent person that messaged me recommended that I go to a STRANGER'S apartment to see if they have my package. During COVID-19, nonetheless! WHERE IS MY PACKAGE? I want a refund NOW! I will be disputing this with my bank ASAP.

First time ordering from this company and I ordered two swimsuits. They didn't fit me exactly as I wanted so I followed all the proper instructions on their website to print my return slip and bring it to the post office to mail everything . ( mind you it's $4 to print but they apparently refund you that back with your money from the returned items) so after receiving an email stating they got my swimsuits back and they are refunding me by 4/30 I have been checking to see where I'm receiving my refund. Today is 5/14 and I still haven't gotten my refund or my $4 for mailing my items back . They have been giving me the run around saying they sent it to my bank account through Apple Pay which is how I purchased but the last four digits of the account were completely opposite from my Apple Pay device number and my bank number . Now I contacted my bank which they said there's no refund listed and they have started a dispute complaint because they are not giving me my refund back . I will never ever ever be shopping here again and never in my life have I had to hunt people down to try to solve this issue from my purchase that was on 3/22. My bestfriend shops here all the time but never has returned any items and recently she has had the same problem it's this company they made her take a picture of her receipt from the post office because they " couldn't find her package she returned" even when the post office said the package was successfully returned . It's so sad and unprofessional !

If i could give zero stars i would! DO NOT ORDER FROM THIS COMPANY. All of the sizings of the tops i ordered were way off, i ordered crop tops and tank tops that are supposed to be regular crop top size in length, what a received were tops that wouldnt even cover half my breast .( my breasts were completely showing from under the shirt. Shirt wasnt covering anything) mind u two of the shirts were from
The disney collection and the way it fit on me (i dont even have big sized breasts ) it is not even appropriate to wear to somewhere like disneyland. On top of this one of the items were printed on the opposite side of the shirt. The bicycle shorts were see through and odd looking. The one item i thought would be an ok length on me was another white top i had gotten that had ruche on the side with a strap underneath. I didnt even try the shirt on yet and that strap was a fake strap and ended up falling off. NEVER order from this site. All the clothes are cheap ***, see through, and not stretchy, poor quality and sizing/length is way off from provided photos on the site.
I dont want to be paying money out of my pocket to return these faulty/cheap items due to the lack of quality on behalf of the company. I have emailed asking if they can provide me with a free shipping return label due to the above explained however all i got was something along the line of asking me if i can ship the items back. I will be shipping the items back once i get a free return label. Why do i have to ask them so many times. I just want my refund! Never will i order from them again.

I made an order at PrettyLittleThing.com in February 2022. They sent my package to the wrong address, which was confirmed to be back to them (which is highly suspicious). I eventually contacted the company's customer service for a refund after waiting nearly a month for items I paid for, yet never received. They told me that my refund was processed on the 11th of April, and sent out different emails stating I should expect the refund to be in my account by April 18-20th. Moreover, on April 22, 2022, customer services sent out another response stating that " I can see that $76.53 was refunded on the 11th of April ...this will have been in your account by the 20th of April." Currently, $76.52 still hasn't been refunded into my account. Despite customer service's claims, there's no existence of a bank statement from PrettyLittleThing that specifically suggests a refund being processed on the 11th of April, nor any actual proof on my bank's end that the company ever plans to refund it to me. After re-reading the emails from the company's customer service, looking at how long this company still fails to do a simple task, such as truthfully processing a refund for failing to provide services that I paid for--I've concluded that if the company doesn't give me my money back by April 29, 2022, I will contact the FTC( Federal Trade Commission) due to their seemingly deceptive practices. I am being very gracious by waiting another 5-6 days for the refund, but if it isn't in my account by then I'll have to legally deal with their malpractice. All I wish for is my money back. It's very simple .

Placed an order July 31 for 11 items I needed for the weekend of 8/12 for a bachelorette trip. Delivery estimated it would be here by Wednesday 8/10... Recieved ONE parcel on Tuesday 8/9 which only had 5 out of the 11 items I ordered... Okay.. Site says it may have been sent in a seperate parcel right? No. If it had been I would've recieved two dispatch emails stating that. Cool. So I did not get my entire order... Reached out to PLT via Email and Apple Message- Sent them the entire list of the items I was missing, included photos of the items I did receive and they proceeded to tell me, "Thanks ***. I've checked our systems and can confirm that the items you're missing was packed in the parcel that you've received.

The item you believe is missing has been recorded by our automatic scanning method and we are confident that it was included in the package along with the rest of your items. As a result I am unable to issue a refund or replacement for it.

Please double check the contents of the parcel and you should find the item with the rest." So now I'm out over $100 and *** out of luck because I did not receive the things I needed for this trip that I'm taking and instead of taking their customers word because why the *** would I go out of my way to go back and forth with them if I recieved my items, they basically call you a liar and tell you to "check your items again" AS IF I DID NOT RECIEVE ONE SMALL PINK BAG. How they think 2 pairs of heels and 7 pieces of clothings plus 2 accessories would fit in one small *** bag... Blows my mind. Don't waste your time or hard earned money.

I place my order on March 17,2021 received my order didnt like the fit paid or the return label to have it be returned on March 30,2021. On their website it does say it takes 30 days to received a refund. Ok, fine i waited now it is May 02,2021 and I decided to speak to someone on their chat options which they guided me to send an email with all my information. So i sent everything i had a copy of my receipt, me putting the package in the mail server. I then discovered their Whats App phone number and decided to speak to them through there and explain my situation. they came back with saying I needed the USPS receipt... like whatttttt i provided the receipt, the refund receipt, the tracking number i also had pictures proof that i placed the item in the usps office and yet they wanted a receipt , they kept telling me no refund. So I had to make a claim with USPS only to find out they received the item on April 08,2021! Can you believe this nonsense basically denying me a refund when they had already received my package a month before. So i had to go though obstacle's to get a usps receipt for them , I did i finally received my refund back but let me tell you I WILL NEVER PURCHASE ANYTHING FROM THEM AGAIN. By far the worst customer service . They want you to fight for your money back when they have already received the items. I mean they already take 2 weeks to send you your items and then when you send PROOF that you sent it back they say no... Nope never again will i spend a dime at this plave. unprofessional and they employees do not know what they are doing clearly if im showing you everything and proof a refund should not be a problem to issue it back.

I shop there because the trend items are very good and I wouldn't find at other stores. I have spent a lot of money there and enjoy a $200+ haul that delivers SO MUCH BUT the entire process is a gamble. First be prepared to pay for your returns along with insurance etc (not worth it) second be prepared to find a bodysuit with the same buttons to attach (SURPRISE CAN'T!) or sweatpants with no hole for the drawstring to come out, maybe a extra large ankle cuff yet the other is normal or how about 2 completely different cup sizes on your bodysuit?! The other surprises will be just how incredible cheap poorly made, cancerous and very badly stitched along with color bleed and items completely losing shape after one delicate handwash. You absolutely must wash each item first due to the carcinogens, All of the material will be mostly polyester which is the cheapest. I have had several corsets arrive without boning on one side, no support in others and despite me being a PETITE 6 the clothes I buy VARY drastically in size and fit when I buy said above. I love getting these sexy, fun and comfortable (really) items as most of my closet is couture or incredibly expensive. It is nice to wear these and not have to worry but they all have some price. I typically end up sewing, correcting and adjusting the clothing. The joggers and sweats are repeats for me and they are hit/miss. I have purchased PETITE 6 and some regular 6 yet most of my petite purchases are 100% not petite. Some of the quality is decent and I have worn them over 6x some pill up in balls immediately, or have defects along with size issues galore like 3 pairs I purchased are so huge my husband could wear them. Some are so tight they are uncomfortable and the material is so cheap they're trash after 1 wear. Since you are lucky to pay less than 11.00 it isn't that affordable considering you can hit any famous retailer and purchase a reliable, high end brand for $5.00 more. detailed review on mysite

PLT has been a nightmare for me! I found them about 3 months ago. I placed several orders with no issue. So, I placed several more orders for a vacation I am taking in August. One order for a bikini has not moved since the 25th of June. Tracking says it was handed over to their courier. It has not moved in 17 days. I am told to wait a month to see if it moves or finally gets to me. Crazy. Another order did the same and I received it today. I had grown impatient and ordered the same items expedited shipping and received them last week. I went to return the order I finally received a month later and they will not give me a free return promo code or a return label I can print to hand to my courier. I am being told I have to go to a usps access point to return the items I no longer need because I replaced them! On top of that I received an order that should have had 10 pairs of sunglasses and clothes in them. I waited forever for that order as it was held up too. When I received it their courier left the parcel on top of my mailbox out on the street. The package had been opened and taped back. 7 pairs of my sunglasses were missing. What is going on here? On top of that...3 days ago I received an order I paid to have expedited, it was held up too. Arrived a week late. When UPS attempted to deliver to me they told me I had to pay $25 to receive the package. I refused the package. I have not received a refund on this order either. Needless to say, I am out quite a lit of money, time, and items I ordered for my vacation. The customer service are horrible. They never have a resolution and never offer anything good other than stay safe and hey can you please take this survey. Overall the company has proved to be a scam. The clothes are cheaply made, with regular shipping it takes a month if you get your package and if your items are actually in that package. When you do expedite they will not reimburse you when the order does not make it to you am apparently on top of that they can demand you pay an import tax on their products which I have never done with any company ever. I believe this company will soon fizzle out in the U.S. as more and more realize it's a really bad decision to order their products and expect to receive them in a timely manner or at all. Overall totally disgusted with this company. I have told just about every CSR who works there this with no response. So done. DO NOT BUY FROM THIS COMPANY.

DO NOT DEAL WITH THESE PEOPLE IF YOU COULD AVOID PLEAAASE DO SO. lack to resolve issue. Adress cuatomers as if they are stupid. I will NEVER deal with this company again. (messages i sent)Hi, I reached out to you several weeks ago regarding my order. I notified of your system that saved my old address and placed it onto the new order when I hit next it said thank you for ordering and I see the old address on it. I immediately notified your company and was given steps to take and notified me of no guaranteed. I kept in contact with FedEx for the past 3 weeks and they kept telling me they had not received order and could not do anything about it until they received package. This package was supposed to arrive 01/16 they received the order yesterday and notified order will be delivered Today between 10am-1pm. The old address is an hour away, I drove there for an hour and waited, they delayed package until 7pm, then ended up cancelling delivery for today. I was on the phone with them several times during the day. They said you never contacted them as you told me prior. Both agents I spoke with said all you need to do is call and give authorization to hold package at location or deliver it at my current address. That they do GUARANTEE to hold it for me if you call them. They were very kind and advised me to ask you. That the package is not original FedEx that's why they are limited but once you contact them to hold it they guarantee to hold it for me. This order has been an hassle from day 1. I drove an hour away and waited a whole day with no delivery. So pleaaase contact FedEx as they advised and have them hold it for me guaranteed so I don't have to drive 1 hour away at an old address AGAIN, and wait for uncertain delivery. (What they replied) Hello Princess, I'm so sorry to hear that you haven't received your order and I'm glad you let me know about this so that I can get things sorted out for you. I've just had a look at the tracking on your order and I can see that your order is currently in transit and still on its way to you. You can check the tracking here:
https://fcbtracking.fedex.com/TrakPaksearch.aspx?MyFICNumber=.
I had also check on your account and I can see that my colleague has emailed our courier to get this changed your delivery address however I am afraid that the change address request has failed to be changed so please kindly collect your order from the original specified address that was placed on your order when delivered. Thank you!

Speak soon,
-Mac

What kind of stupid answer is this rubbish... all i asked after spending 150$ on order is to place a *** call

I never thought I would be one to write a negative review about PLT, and yet here I am. 2 orders I've placed within the same week. The first order was sent back because PLT mislabelled the parcel and I was asked to reorder everything AFTER I received an email saying my order was "dispatched". For the second order, I bought 3 items, a few days later I get notified that 1 of the dresses is out of stock, which is alright as long as the rest of my order was being delivered. I received my order today, and surprisingly, the shoes I ordered and PAID for were not sent. I received no email regarding the same. So I am 100% positive, had I not raised the issue, PLT would not have taken the initiave to even refund the money(hence scamming and blatantly stealing from the customer). I needed these shoes for the 11th of Nov and won't be getting the replacement until the 15thor so they say, LOL. So my question is:
1) What exactly are the educational qualifications for a job employment at PLT? Since clearly, even a highschool dropout can do the job professionally a hundred times better.
2) How is it that my parcel was packed, my shoes were knowingly NOT packed, and yet I was not notified about the same? Because in the same amount of time, I could have looked around for more honorable and ethically inclined businesses to spend my hard earned money on.
3) If you receive SO MANY negative feedbacks, with issues of the same nature, why are you still employing uneducated, unprofessional 10 year olds as employees? I'm sure if the same job was offered to someone who genuinely needed the money with a job qualification and discipline, they would invest their 200% in their job to excelunlike the employees you have rn.
4) For every negative review I read, the only AUTOMATED robotic response I read is along the lines of "we're sorry" "we understand how you feel" bla bla all your fake garbage sentiments, when it is blatantly clear that if these problems keep persistingwithout any concrete progress on your endyou are lying to us.
No, you do NOT understand the value of your customers' hard earned money.
No, you do NOT feel any sort of sympathy for our issues.
No, you do NOT understand why we need what we need and when.
Yes, mistakes do occur. But when the same sort of mistakes occur for more than a thousand customers, it's no longer a mistake. It's how you operate. And from what I can see, THIS is how you make your money. And THIS is how you were taught to treat your customers. So bravo PLT, bravo. Thank you for the stark reminder that making money by stealing and scamming comes much much before your customers' sentiments.

I want to speak to your manager the assistance is an absolute disgrace. I was speaking to heather the last two days about this issue and was guaranteed id be refunded and I still haven’t. I’m getting onto trust pilot and social media and ever other review platform I’m sick of this. This is the second time now this problem has happened to me in the space of two months. I want to speak to a manager

I returned a parcel for my mom on the 21st of April at my nearest Evri parcelshop and did not receive a receipt.I didn’t think anything of it as I did print the return label and sent the package to be returned.I even waited and he didn’t give me one.He told me that was it.However my mom was to get her refund after the return and still has not received it.She did not even receive a confirmation return email which was said to be sent after the return.I’ve tried talking to customer service explaining the situation and how I did not receive a receipt for the return.He stated the return has not shown in the system and cannot be seen.However the parcel has clearly been returned and my mom,up to this day, has not had her problem solved and has not received her refund.

I am writing to you regarding my awful customer service experience from pretty little thing . Firstly can I say that this issue has been ongoing since the 21st of may.

I ordered from the company and unfortunately it didn’t arrive and I was due a refund from the company. They put the refund through on the 22nd of may 2023. And said the money should be in my account from the 22nd- 31st of may. I received nothing whatsoever so I contact the team (via message) and they said that I need to get in contact with my bank (which I did immediately). My bank said to me there is no trace of refund going into my bank and that I need to contact you guys to see if you guys put a trace through my refund.

I then contacted you guys again and I am going to insert below all the conversations I have had and what I have had to deal with for a week ongoing and I want you to judge for yourselves if this is professional. They keep telling me check your email 24 hours/42 hours like 5 times and still I have received nothing not even a email.

All I wanted is the refund into my account which I have been waiting for for a long time.

Please can this go through higher management so this can be resolved immediately because I am so frustrated it’s unbelievable.

Thank you in advance

Aaliyah

My order had a guaranteed delivery date 26/05/23.

On the 30/5/23 the courier claimed attempted delivery which was false as I have cctv at my house and no courier came by that day. Checked it again today and it inbound to depot. Customer service is crap I had one person yell item is being returned to them and the other saying it’s out for delivery

I have placed an order from plt for the sum of £311, item showing as delivered and picture of it inside a cupboard which everyone has access to . I have contacted plt who said they would refund me and are now saying the refund has been refused and passed over to fraud team and they can’t tell me anymore ! Surely this is a joke ! How can clothes worth this much value be left in a cupboard also may I add I specified on my delivery to NOT leave outside and only leave with somebody ! As I know things can be stolen and it’s often people have parcels stolen from there ! So how am I now out of pocket and refused a refund after I was told they refund will be processed ! Pretty little thing you are an absolute joke and get off on ripping people off in the middle of a cost of living crisis ! You should be ashamed of yourself and everything you stand for !

I made an order with plt and this was the second time I did not received it. They started a refund process but stopped it saying that my demand might be fraudulent, yet it is true I really did not received my order 2 times at the same address.

It occurred on: 31/03/2023

This meant that I lost money, time and I needed some items for the day of the delivery, I payed especially the express delivery option

After an email saying my demand might be fraudulent I have zero answer to this day even though I send them 5 emails

I had an order confirmed on July 19, and it was delivered to my mailbox on August 2. There was only one package and when I opened it only three out of 19 items were in the bag (The three items were the shoes I bought, all the accessory and clothes were missing). I contacted Canada post as I figured there must have been another package as that bag would not hold all 19 items because the shoes took up too much space so I just figured there's another package coming. Canada post could not give me any further information without another tracking number which I scoured my email to find and then realize that I was only provided with one tracking number that apparently had the 19 items. Canada posts open the ticket and I waited until the following day with no response. I contacted pretty little things to see whether or not there was another package and was told that they scanned everything out that was supposed to be shipped therefore they will not provide me with a refund because everything was scanned out on that day. I am absolutely furious because I spent almost C$500 and Was not even give him the benefit of the doubt that I could be right and they could be wrong. There is absolutely no way 19 items would fit in this bag they sent the shoes in, and there is no way I am not going to receive these items and not receive a refund. The customer service has been terrible, I have been waiting for hours for a response and the initial response did not even give me the benefit of the doubt that I could be correct. I would like for someone to give me better answers than what was given in the initial response from PLT. I have received two texting responses from PLT stating that the items were scanned out and should be in the parcel and I should double check the parcel to make sure the items are in there As if the person is an endless void of items. No form of customer service whatsoever and now my vacation is ruined and I cannot get a refund.

I placed an order with Pretty Little Thing (PLT) on 1/1/2022 for clothes, shoes, and accessories with an expected delivery date of 1/12/22. On 1/7/22 I was informed by a customs agent that the shipment from PLT was retained. I reached out to PLT to verify this. After a week of discussions, the customs agent indicated on 1/13/22 that the package would be returned to PLT the next day. I kept contacting PLT for a refund. They repeatedly extended the refund timeline. Finally, they asked me to wait until 2/2/22 for a refund if the shipment hadn't arrived. Despite knowing the package was returned to PLT after customs retention, I waited. On 2/2/22, I again asked for my refund. Customer service asked me to wait 5 more business days for an 'investigation', then another rep requested an additional 20 days, contradicting previous assurances and despite tracking showing PLT had the shipment. This is an ongoing cycle of refund avoidance for items I never received. The 'investigation' is PLT's responsibility with the courier; my role is simply as a customer who didn't get the purchased goods. PLT has both the items and my payment, and I urgently need a refund.

I placed an order with Pretty Little Thing on January 18, 2022 at 7:52PM. My order contained six items totaling $87.79. My method of payment is AfterPay. I managed to make 3 payments ahead of time and now have my final payment of $21.94 due on March 1st, 2022. I was notified via email from Pretty Little Thing on January 19, 2022 at 12:46AM that my order was dispatched and that I should be receiving my order on or before Monday January 31st. However I have not been contacted nor received any notifications regarding the status of order ever since. I kept checking the tracking status of my order on their app and online as well via their carrier service, Fed Ex. The status of my order has remained as "Label created; Shipment information sent to FedEx" since the day that I have placed the order. I used the chat bot service that Pretty Little Thing has on their website Thursday February 3, 2022 at 5:15PM and it stated that, "It looks like your order is running late. Sorry, no agents are available at the moment. You can contact us on our social channels, or check our FAQs for more help". I contacted the Pretty Little Thing customer service via their email (***@prettylittlething.com) right after that same day at 5:29PM. I have yet to receive a response to my email regarding my order. I also used the FedEx Virtual assistant today February 7, 2022 at 5:25PM to see if I could get anymore information on the status of my order and I was told that, "The shipper has prepared your package, however, they have not yet given it to FedEx. Please contact the shipper of your package for more information." It has been 21 days (3 weeks), 15 business days since I have placed my order with Pretty Little Thing. I've placed an order with another company a week after I placed an order with Pretty Little Thing and managed to receive it February 2nd. So I am confused as to why it is taking this long. Overall, I would like to receive my package or a full refund.

I placed an order (#***) back on July 30st, 2022 totalling $171.79USD. I returned 5 out of the 6 items on August 24th, 2022. I never received my return and contacted customer service in October in which I have been in contact back and forth for several weeks. My issue is a refusal of a return that was made on time and it is not my fault the processing system lost my return. When I messaged, I mentioned that my receipt got caught in my wallet, ripping where the tracking number would be and I am unable to read it. As well, I do not want to guess the numbers as they could be wrong. I was told to contact the post office, which I did, however, when you return an item it's not under an account. Therefore, there really is no record except for the receipt. As well, the post office that I shipped these items from notified me that they are unable to re-issue a new receipt with the tracking number intact as at the end of the month, their cash tills get reset. Since you do not need an account to ship out items, there is no record of this tracking number and I am unable to further track this done. As I had to wait 30 days to contact PLT if my refund was not issued it really is out of my control. I understand it is my fault that the receipt got ripped based on how I stored it but these things happen. At this point, it is absolutely ridiculous as I cannot afford to lose out on that money and this is an ongoing issue that returns get lost and I have to chase after them. There is nothing else I can physically do with this matter and it is so frustrating that none of the customer service representatives are listening to what I have to say. You have the proof in the receipt that I returned the items and paid nearly $30 for them. Do I need to send a screenshot of my bank statements further to show that? I've done everything I could and it is on you as a company to return my money at this point. It's borderline theft to be keeping my money at this point.

January 3, 2022 I placed an order for $184.18 on Prettylittlething.com (US) My order did not arrive until January 21, 2022. That same day of 01/21/2022 I opened my package and a couple items were delivered to me with stains of IDK what. The black jacket had white stains, like a mix between a powder of some sort and a stain mixed together and the blue plisse blouse had a large circle oily looking stain on the back of it. Please note that both of these items were folded up in the clear packaging. I IMMEDIATELY emailed Pretty Little Thing to inform them that they delivered damaged goods to me. Once my email was sent a confirmation screen appeared stating that someone would get back to me within 24 hours...I waited 5 days without a response. I emailed them countless more times between January 21st WITH NO RESPONSE until I finally had the idea to reach out to them via Instagram on February 24, 2022. While i received responses on Instagram it seems as though they have a plethora of people responding to DM's on that account and every singe person was not able to help me. One person sent me a link to send the clothing back free of charge which i did on February 25, 2022. I was suppose to receive a refund for $67.07 and as of today 03/13/2022 I still have not received my refund yet. I received an email from PLT saying they received the clothing. I contacted their Instagram again on 03/11/2022 to inform them I still haven't received my money and they told me they refunded me on 03/01/2022. So I called Capital One and they told me there is ABSOLUTELY no refund from PLT whatsoever. I messaged PLT and asked for a phone call from a supervisor on 03/11/2022 and no one ever called me as of today 03/13/2022 and I still don't have my refund. I tried to dispute the charges with my bank but PLT told the bank they delivered damage free goods IN SPiTE OF the fact that i provided photo documentation. I want my money back. As a result I am filing a complaint with the Complaintsboard.com.

At this point, I am trying to be patient and wait until the 5th to contact the company because I know I will not get my package. My daughter ordered a shirt through the website on 12/23 on her cashapp card from Christmas money she received from her grandmother. I noticed afterwards that she input the incorrect address. The website stated that you could not cancel an order because apparently after you hit submit, it's already processed. I call BS. Anyways, so I look to see if I could contact someone to change the address, the website is horrible and only took me to the tracking order page when I requested "how to change delivery address after order has been placed" it would not let me go any further because I had no tracking number yet, so I checked the next day once I did receive a tracking number and now the website is stating you can't amend an address after its been placed because again they're so busy and have so many orders they just can't. They have no real means of communication except Facebook, Twitter and whatsapp. I contacted them both on Facebook and whatsapp and got the same response, to basically go to the residence and kindly ask for my package. Real safe, huh? Also the address my daughter put on the order DOES NOT exist. I was told to contact the carrier so I contacted FedEx Cross and they advised me to contact the retailer, it's a a never ending cycle of people who can't help me bit yet it was easy to take a child's money? I don't think it is on good practice to tell your consumer to approach an unknown address and request your package or even wait to see if it gets sent back to the retailer. So not only do I have to wait until the 5th, I'll have to wait for it to be sent back to PLT and for them to send it to me again, it's not worth it over a I believe a $20 shirt. I want a refund asap. The order was done under ***. I have included all attachments in regards to the oeder number, tracking number and my chats.

On 10/20 I placed an order with pretty little thing giving myself well enough time to receive my order in time for my trip or so I though was given a delivery date of on or before 11/2. 10/21 I received an email stating order dispatched checked the app to follow the tracking and It's now 11/14 and I still have no order I tried reaching out on the website and was given different social media accounts to contact for help the app only giving me tracking info from 10/28 was told my package was sent to a partner carrier which shows *** using that tracing number given on the app I'm given I tried checking it and it then sends me to *** with status not available made contact through *** messenger and was told there wasn't any info they could give me other then it's being held up and to wait until the 23rd of November to file a lost package why do I have to wait over a month for my order when it hasn't been delivered by the date I was given. I asked to have my order canceled since it's pass the time I need it by and that I had to inconvenience myself and order from somewhere else was given fake empathy for the situation and still told to wait until 11/23.. this is horrible customer service if you know the carrier is holding up the package for whatever reason one communicate that to the consumer and give them and option of what they want to do going further you don't just sit and wait for them to complain to you about the matter when I'm quite sure you have tracking on the packages you send to the carrier. I would have been ok with a simple apology for the delay and even told they could have shipped the item again to me using overnight for the inconvenience.. this is the 2nd time I've ordered from this site and had a delay in receiving my package after the expected date at least the last time I still received it in time for my event and it was only a few days late not almost 3 weeks. I want a full refund and better customer service( which I know is stretch)

Days before I was due to fly out for my wedding I was hospitalised and had to go unforeseen emergency surgery. Whilst I was recovering in hospital I made a large order of a mix of clothes & shoes for my wedding trip totalling approx £650+. I pay for the Royalty delivery services which is supposed to afford you next day delivery. The morning of the 26th Sept I received an email that said to me my packages would be dispatched that evening before 9PM. This put my mind at ease. However it was getting quite late and I still hadn't received any updates, I had to go from the hospital ward straight to central London to do some last minute shopping as a back up. 9PM came and went and my packages still hadn't arrived. I immediately contacted CS and queried wether I would be getting my packages and to explain that I was going away for my wedding. Long story short the lady said that there had been a delay on their end and I should allow for a few days for my order to be ready and dispatched. Knowing I was going to be away for 3 weeks for my wedding and the cost of the parcels and that I would have no one to collect them I asked for the order to be cancelled because the agreed date and time and the contract had been broken by them. The lady refused and the parcels were left outside my doorstep as the delivery partner also refused to take them back when I refused delivery via my ring doorbell which I have the footage. PLT subcontract all third party delivery partners so they are still liable. I remained sick whilst abroad and found out I was pregnant, upon returning to England with less than a week to return the items I again had to go back to hospital. I was at my mothers being cared for so not home and unable to return items. I sent medical evidence to explain that I am currently suffering a miscarriage but all agents are refusing to assist me with a free return. I am outside of the returns window but if not for the contractual breach I wouldn't have anything to return!

I placed an online order with PLT on November 30, 2022, and received an email confirmation the same day. On December 1, 2022, I was notified that my order had been shipped, with an estimated delivery date on or before December 12, 2022. However, the tracking link showed no history for a week, raising concerns about the actual shipment of my package. I contacted PLT customer service on December 8th for an update and was assured the package would arrive by the original delivery date. Despite this, the delivery date has passed without receipt of my package or further updates from customer service. The lack of tracking movement suggests the package may not have been shipped. I am now seeking a refund due to the absence of delivery and communication, and I am prepared to take legal action for fraud and scamming, as there have been numerous similar complaints on Complaintsboard.com. I also plan to advise against purchasing from this company and will dispute the charge with my bank if the issue is not resolved promptly and without excuses, including the timing of my refund.

I made a purchase to Pretty Little Thing on Wednesday, April 20, 2022. With the sale of the dress I ordered, my total was $39.98 and was expected to be delivered to my home address. As I clicked the button to make the purchase, I noticed the address (which I hadn't used in over 8 years) that the account was defaulted to was not my current address and it did not match the billing on my credit card. I assumed the order would not process since the billing address was incorrect (or I assumed). I immediately contacted Pretty Little Thing to inform them of the mistake and I that I needed to change the address on the order as I no longer lived in the same city or had access to the old address. PLT emailed me back to inform me the order was already out for delivery (within seconds of me clicking the order button) and they could't change the address on the order. They informed me in order to be reimbursed I had to wait for the order to be delivered and send the package back by contacting the new owner of the house. HOW? How would I even know who to contact regarding a package that should've been sent to my address as requested? I checked my bank account after I could't get any help from PLT and noticed the payment had already processed. I paid my money and it was only right PLT make it right for me. Furthermore, I was sincerely concerned that they were able to process my order without my correct billing information. To date, I hadn't received any confirmation about the status of the delivery as an attempt to retrieve the package from the current owner. I sent PLT an email and let them know about the disappointment and insisted they refund me the money that is owed to me. PLT has not responded since then. $39.98 is not a lot of money, but it's the principle. If you are a credible business, you should over exceptional customer service. Not having a clear return policy and holding peoples' money for the sake of your business is plain WRONG. Give me my purchase or my money!

Order placed on 9/21/22 for 54 items that totaled to $811. My order number is 5*** I absolutely love this company and have been a loyal costumer for years. I order from here several times a month, and have always recommended people to shop here. Recently, however, I've had problems w/ shipping/delivery. My first encounter w/ missing packages was back in July, when I placed a substantially large order for a great sum of money. Normally, I receive my packages within less than a week, so after weeks of waiting for my order to arrive, I contacted consumer service to try and locate my parcels since my tracking number never updated from "data received" since dispatch. Yet, I was told over and over again to keep waiting. After weeks of waiting, I finally received a refund for my order, but was very upset that I was unable to re-order any items due to no available stock. I gave the company the benefit of the doubt and continued to place more orders following this incident. However, last month I attempted to place my largest order yet which was split into four parcels (nearly $1000 worth of clothes) and I am very disappointed to say that it was never delivered. Tracking shows that there has been no movement since dispatch and was never picked up by the shipping company (same issue as before)! I even placed two separate orders a few days following this missing order, but thankfully both packages delivered LAST WEEK. I reached out to the shipping company and they advised me to contact the company because there is no sign of my order anywhere; a common explanation for this to occur was either the shipment information was incorrectly put in by your system or somehow not legible once it was picked up by the carrier. Every time I contact costumer service regarding this issue, each 'person' is telling me something different and clearly has no idea what is going on just like before. I don't want to wait weeks for nothing to come and be stuck in the same situation

I place an order for 3 items on 12/9. This was a treat to myself for the holidays. I received only 2 items. Contacted PLT by *** and ***. Customer service is HORRIBLE as the response from different reps seemed scripted. Trying to get help on tracking packages and getting a refund becomes a nightmare and frustrating. I've told them I didn't not receive my purple hat 1 missing item out of the order. I was told to wait until after the new year and give time until January 19th, 2022 before they can escalate my concern or issue an refund. That I have to wait until the system is at least updated. While on my end I received 2 items on 12/19. I asked to speak to a supervisor several times and I asked for a refund. To be told wait to see what happens by 1/19/2022. If I don't get the hat by then they will deal with this. Now the entire time tracking link is showing me that my item is just sitting in ***. I said I can call there, PLT told me I won't be able to speak to anyone because the item is not there. I have proof of communication since 12/19. I will never order from this site again. This seem to be an on going issue just go to their *** page and check out their reviews. Nothing good is told, I wish I would of looked before buying from them. NEVER AGAIN. Please help me to get my refund Complaintsboard.com. I am missing an item and have no help. Being told to wait until 1/19/2022. For an item purchased on 12/9 received 2 out of 3 items on 12/19. Pretty little things told me I have split packages which us weird because on my end it shows 3 items should have been delivered. Here is the link below that pretty little things keep sending me about my missing hat and that I must wait until 1/19/2022 before they can issue a refund or send out my purple hat . Totally UNFAIR! I paid with my card SAD CUSTOMER SHAME ON YOU PRETTYLITTLETHING They deny me to speak to supervisor. They deny a customer number of where package is. NO REFUND

I placed an order on PLT on 01/24/2022. I paid for express shipping and the order had a scheduled delivery of 01/27/2022. On 01/26/2022, the tracking for all 5 shipments showed an Import Fee of over $400 was due. I contacted PLT about this unexpected fee. They don't have a phone number, so I used email and Twitter. Two CSRs said they forwarded my request and PLT would cover the fee. I needed it resolved quickly due to the delivery date. However, the delivery driver arrived and the fee wasn't paid. I refused the shipments and informed PLT. A CSR suggested I pay the fee and get a refund from PLT later. Another CSR later contradicted this, saying PLT wouldn't pay and it was my responsibility. I refused to pay an additional $400 on top of my order. The returned packages were received by PLT on 02/01/2022. I requested a refund, but they mentioned a delayed shipment and asked me to wait until 02/16/2022. I insisted on a quicker resolution, yet a CSR extended the wait to 02/20/2022. I'm seeking help from Complaintsboard.com to recover my funds, as this feels like a scam.

I returned all items within 28 days of receiving my order but was aware it would not be able to arrive within the time frame and will be late a few days since I had COVID-19. I informed the help line several times explaining my situation which was a completely waste of time and frustration at the uselessness and lack of understanding. I had to repeat myself several times since I kept getting different agents which was beyond frustrating. I got either no response or that there is nothing they can do with their system because it was outside the return frame. Technically it wasn't because I sent it back while it was still valid however, it just arrived late since I was recovering and could not leave my home. It was not like I tried to send my items back months later. Secondly saying it cannot be process is frankly poor business practice as your website states that it takes up to 21-30 days for it to be processed and a refund issued once arrived. Hence my return can still be processed. The lack of empathy and realization towards the fact that COVID-19 is still a thing and not everyone reacts the same way to it is frankly poor business ethics. Some people are fine after quarantining the week required while others it takes longer to recover. I should not be penalized for the fact I got an illness which enabled me for leaving the house . The fact that PLT is refusing to issue me my return based on a valid reason and justification is absolutely pathetic and frankly fraudulent behaviour. There is no reason to not issue my return. The bigger factor here is that your company just wants to steal their customer's money and has no lack of decency about it. I've worked customer service for retail before and I know very well that refunds for items passed its deadline can always be issued given the circumstances. It's not that difficult. This lack of decent customer service is repulsing. I have never had a worst experience dealing with a business before. I want my return issued.