"I frequently shop at Pretty Little Thing, and have always had such a positive experience. One of the items I recently purchased had a minor fault, in which I decided to aware customer services. Scott replied extremely promptly, despite the time difference. He then issued a refund for the item, and suggested recycling the jacket if it was no use to me (very socially responsible and ethical!). I was more than impressed with the company’s gesture of good will, and can’t wait for my next purchase from them! "
"I’ve ordered from PrettyLittleThing a few times and am leaning towards not making any future purchases with them. My biggest hangup right now has to do with items having the potential of being falsely advertised.
I fell in love with this dress they advertised with splits on both sides and when I got the dress there were no splits. Lol, the dress was still cute without the splits, but what sold me on buying the dress WAS THE SPLITS. I contacted customer service and asked them if I reordered the item could they guarantee that I’d receive the advertised product that I wanted and they ensured I’d get the item I showed them. My replacement came and guess what? No splits.
Whoever their manufacturer is does a poor job on some of their pieces too. I ordered a plaid skirt and the alignment of the plaids were clearly off to the point it couldn’t be ignored. It was a defective item. I returned that skirt and reordered the same style because I liked the skirt so much. The replacement’s alignment is much better, but it’s still off. I got the item with a 50% discount, so I guess I got what I paid for???
On top of that, some of their selections run small even according to the provided size charts so the outfit still might not fit in the size you think you need! It’s really annoying to have to pay for shipping to return the items every time there’s an issue with the product, wait for the refund and reorder the item with the risk of it still being wrong. Such a shame because they have really cute clothes! "
"Aidan was super sweet and informative!"
"There was a problem with one of the ideas I ordered so I email PLT got the problem handled in 1 day and my replacement was on it way!! Mohammed did a great job handling my problem !! "
"I have been shopping here for years and never had an issue with customer service. On my last order I received a faulty item and sent an email to customer service right away. The website says that it takes 24-48 hours to respond but Foysol responded in hours with the most straightforward and sincere reply. I appreciate the quick response and amazing customer service. I’ve worked in customer service so I know how frustrating it can be sometimes. Thank you PLT customer service team and especially Foysol!"
"I recently moved and forgot to update my address. Adam W responded to my email SO FAST I couldn’t believe it. He told me what to do to make sure I get my package. Thanks for the quick and efficient help! "
"I had an item delivered that was incorrect & wanted a refund asap. I also was not happy that I had paid express shipping, only to wait & send an item back due to PLT error. HOWEVER, I spoke with Kay & Dani B regarding my incident & they were extremely helpful! As you would know, I was highly frustrated but they both were very remorseful & I felt, were going above & beyond to help me resolve this. Their responses to my messages were very quick & useful! Which made the return & refund process quick & easy. I was not planning on shopping here again, but after the service I received it has kept me as a PLT customer! Thank You Kay & Dani B! Also, the other few items I received were awesome, no issues. Would definitely shop here again in the near future! "
"I needed to make a return, but the website kept saying it couldn’t find my order. So, I tweeted PrettyLittleThing on Twitter and Nadia DM’d mr and told me to clear my cookies, use my email address and try again. I followed her instructions verbatim and was able to process the return. Pretty Little Thing is a great website, it’s just the sizing of a lot of their clothes are off. I order stuff that is always too big. I’m 5’5, 158lbs... no reason why size 6 clothes are too big for me. I wish they would let people leave reviews on the products so that shoppers could save their time and money!"
"I typically use express delivery but this time i used their standard. although i got my package on time, i did not like the fact that i couldn't track the package, i had to continuously check my leasing office to see if it was there. one of the tops came with the tag detached which i was fine with because it was obvious the top wasn't worn. Although i have issues with my order often with PLT, i always come back because the customer service is typically great, the representatives always handle every situation fast and efficient and always a fair fix. Adam and Jamaica helped me with me issues this time around and they both did a great job! "
"Samantha and Gemma had such a great personality towards me and helping me throughout my questions on returns, really really appreciated it. Thanks girls xo "
"I used the twitter service and it was easy fast and very helpful."
"Jessika helped me with my issue in a timely manner and was polite "
"Spoke to Kaitlyn through WhatsApp about an order I didn’t receive an email for and she figured it out for me immediately and sent me all he info I needed.Thank you Kaitlin!"
"So easy to talk to customer service over fb messenger! Rach was fantastic and helped me sort out my order within minutes."
"Whenever I have an inquiries, questions or problems the staff reply almost instantly on Facebook and are so friendly and help me out straight away, always providing me with a solution! Very happy :)
Tonight rach & Danielle helped and they were awesome and solved my problem straight away "