"Customer service is almost non existent! I made my first purchase here from the U.S. I went with their size guide and everything was off. I had to return almost everything I purchased. Their "50% off" sales are enticing. Some of the items were of sewn poorly or of cheap material. It's a miss or hit. It has been 3 weeks since I shipped my return order. I am STILL waiting for something to tell me it's being refunded. Awful! It takes almost a week for the order to ship, almost 2 weeks to get it via standard shipping (I wouldn't bother to pay for expedited shipping as I've heard people don't even get their orders on time). Whenever I order from Missguided or Asos, they are super quick and very communicative of returns. I wonder if I will ever get a refund. I spent well over $100 USD. I originally placed this order May 21 and it's now June 22. A month plus more of dealing with them."
"Bought an item, it was too big so sent it back within days. Got proof of postage from the post office for the return. A couple of weeks go by and still no refund or even confirmation that they have the item back. I emailed them and was told it could take up to 3 weeks for a refund. After over 4 weeks I emailed them several times and forwarded a copy of my proof of postage twice (which they ask for in their return policy), and now am only receiving automated responses which keep saying they will get back to you within 48 hours, but no-one ever does).
I have had no option but to open a Paypal dispute to get my money back.
Beware, they are very happy to take your money quickly for an order but they don't refund you and ignore your emails. Look at the other reviews..........there are MANY that say exactly the same thing. This is VERY poor customer service, they have the goods back, so why do they hold onto your money? Shoddy and poor customer service. I will never buy anything from them again and I will advise anyone I know not too either.
What I also find odd is that there are no product reviews on their website? Its almost as if they don't want people seeing what others think of the products/service! I wonder why.........................??
"
"Absolutely 0 customer service. No one ever responds to emails no matter how many you send. "
"It's been a month since I sent my return and no refund yet. "
"I payed for the saver delivery and they failed to mention that it took 7 days to come!!!!! (Normally it would be 3-5) So now I have a party to go to with nothing to wear! I will not be ordering from them again and they can have their **** top back!"
"When i first ordered they got my address wrong and the ordered was returned, i then re-ordered and the items got sent to me 3 weeks later and the quality was TERRIBLE I then returned the goods nearly a month ago which was tracked and delivered within 2 days after numerous emails chasing my refund as i have not even recieved a confirmation that my goods were delivered! They are now ignoring my emails.
NEVER USE THIS COMPANY!!!!!"
"At first - I am from germany, my english is not the best at all, but I want to tell you my experience with PLT.
- First of all, I was really afraid that my packaging would not be delieverd. But it took 9 Days.
- One Jacket is missing.
- The Material is not the best at all, many things are seethrough, accesoires are really cheap material and zipper too!
- But after all, I can't say much negative about them!
The Clothes are really cool and I don't regret it buying at their online shop.
"
"I placed an order with PLT a few weeks ago and received a confirmation email with an order number and I was told that I would received an email when it shipped. I never received a shipping email, so I went on their site to check if my order had been shipped using my order number - it said no order. I then emailed them and I was told that my order couldn't be processed because there was no shipping address. I find it very difficult to believe that this was the case, as I later checked on their checkout system and an address is a mandatory field, plus I remember putting my address in. Also, if this was SOMEHOW the case, why was I not contacted by them immediately? It seems very suspicious that it only took me emailing them several weeks later to be told that...Something very odd is going down and I would certainly not trust this company again.
"
"Paid for next day delivery on the 30th May and still my items haven't arrived!!
All I get when I email is an automated email stating that someone will reply within 48 hours but they never do!!
Absolutely shocking experience! Think twice before ordering from this company!!"
"I have had a horrible experience with this company. I've only ordered from them three times and have had issues all three times! The first time my order took two months to get to me! They never informed me my item was going to be delayed until I contacted them. The second experience I had just bought an item online and within a couple hours decided to cancel my order. They said they couldn't cancel it cause it had already been processed... I did not understand that because it hadn't been dispatched or anything. And the last issue was an item I returned and had waited the recommended time for a refund and it never hit my account. I contacted customer service and they issued me a refund but said I had to wait 2 days for it to process and then an additional 3-5 working days to hit the account. The refund never came. Big surprise! I contacted customer service and they gave me some reference number to bring to my bank to see what was going on with the refund. I had had it at that point. I will never purchase from this company again. The quality of clothes **** and their customer service is not any better. Just horrible and slow!!!
"
"I'm from the United States and this was my first time ordering from Pretty Little Thing. The first thing I did was look at these reviews and it scared the HELL out of me but I've ordered from the UK many times before and said let me still give them a chance! This is for the people that are iffy about buying from Pretty Little Thing. I say don't be alarmed by the bad reviews and just do it! I did :) I spent 80.00's on my clothing (Value of 160) and 15.00's for 3-4 day shipping. I think that if you have an urgency to get your clothing right away then do what I did and pay for the 15.00's. A few things US buyers have to remember is that you have to order your items before 12:00 pm in order for it to be shipped off that same day. Our time is different from U.K's time so if you want your order to be shipped off the same day then you must order Monday-Thursday night. If you wait until Friday morning to order your items then your order will not be despatched until that Monday because it's already past 12:00 on Friday in the U.K. and they won't ship it off until the weekend is over. Immediately after ordering my clothing, they sent me my tracking number and it was a real one btw. They have continuously updated the progress of my order and it just arrived in the US. I'm extremely happy. I will updated my review of the clothing and sizes when I receive them but that's about it for this review! "
"Took almost 2 weeks to arrive. The items that did come, good fabric and good quality, look like the pictures, but the one dress I really wanted in this order wasn't in the package and I was still charged for it. Emailed them twice, took an entire week for a reply asking for all my info or they said I could just get a quicker response in an hour or so. I emailed their Facebook, no reply for a day; when they finally got back to me they said their system "doesn't allow" them to resend missing items so all they did was refund me for the dress. Now if I want to order this dress and actually get it I'm just going to have to pay even more for shipping & full price, I only ordered from them because they were having their 50% off sale....annoyed. "
"I didn't receive my order with next day delivery, no response to my email and there's no contact number so this resulted to me Facebook messaging them.
They responded within an hour and I couldn't fault the customer service!
Sometimes things go wrong, but the Pretty Little Thing customer service team made up for it!
"
"Just no. I ordered a dress and it arrived broken. I ordered it again and paid extra for express shipping so that it would get here in time for my birthday but it did not arrive within the 3-4 days that they claim on their website. At least they refunded me the express shipping charges when I asked them to. But now I'm trying to return the broken dress and another dress and it's going nowhere. Their website says that it takes up to 21 days to issue a refund. At 28 days I had not even gotten a confirmation email that they'd received it so I emailed them. They sent an automated response that they would respond within 24 hours. 24 hours later and no response. At this point it's been 29 days and I emailed them again and am waiting to hear. So to sum it up... faulty products, express shipping is not really express shipping so don't pay extra for it because it'll arrive late, they do not get back to you within 24 hours when you email them, and they are not truthful about it taking up to 21 days to give you a refund. Also, they don't cover the shipping costs when you have to return something. So don't buy from them. Save your time, your money, and maintain your sanity."
"I had to return and item with the pre-paid label they provided on the package because the item I bought seems very different to the photo on the website, and the item was returned on 15th May 2017, and on 18th May my item shows delivered on the royal mail website. 15days later, the company does not say anything about my delivered item.. So I asked them what is going on with my refund cause the item was delivered now, by 20days ago.. .They sent me a message saying they still waiting for my order back (return) and they said my tracking number is wrong... I double check everything which my t.number is pretty ok, but they insist they dont have my return yet. I had to open a claim on paypal which are investigating now.. I have proof of my return sent... so, be aware that this company have some tricks when they should refund you... pay with paypal instead with card, to avoid dissapointments if you still want to buy anything with them, since you read this... Im sure im not going to buy anything on this site never again."