PrettyLittleThingOmdömen 

Delivered incorrect item , with someone else’s address and item in , needed outfit for next day , took them 2 days to get back to me on messages and instagram and they were just robots not humans . I am a royalty customer , I have now spent £60 on 3 items , item only £20 and I’m out of pocket and have no outfit

Ordered just one item with them, a simple dress. The site specified that it would be sent with a next day delivery if you order within a time frame (which I did). Been charged £9.99 for "Royalty" that I couldn't even delete. My order was late, customer service is no help either. No actual person behind the screen, just computer replies. I probably won't be getting my money back. I will not be buying from them again.

I am still waiting for a refund despite contacting the company numerous times. An email then said my payment should be in my account by 1st july and no such payment I has been sent to my account. Absolutely awful company to deal with, they received their goods on the 17th June, yet have still not returned my money, this is theft . I DO NOT recommend this company at all.

Until this brand improves its return process, refund accuracy, and customer service, I can’t recommend shopping here.

What has happened to PLT customer service? Used to be excellent up until recently when it seems to have been taken over by AI chatbots. I remember getting great service via WhatsApp, fast, friendly efficient and although I only ever had a couple of times I had to contact them all was resolved in minutes. My last two orders when I did the online return, the return codes I got would not scan in the usual drop to shop I used for ages after they stopped doing the print out labels for An Post. I spent 2 months trying to get a replacement label. Finally got one, that did not work. Most of the replies on their WhatsApp just say they are busier than usual or ask me what I want to return or tell me I am too late to return it. I got two more replacement codes last week and they would not scan either - I finally found out they were sending me return codes for the UK. I must have written a book at this stage in asking them what is going wrong, naming the place I bring the parcels to and asking why the labels are not scanning. Just when I have given up after being fobbed off by chatbot, I get a human who has not read my message and then twice I got someone who gave me replacement codes - they also said they had been emailed to me and of course they had not. I have PLT Royalty and used to be a frequent customer but how on earth could I order anything again as seems impossible to return anything. My order was from mid March now the end of June and still no way to return these orders and I must have wasted days messaging bots and customer service people who just cut and paste messages which prove they have not bothered to read your messages. Very very very weird. Luckily Shein seems like a very good replacement but I just cannot understand how this company seems to just no longer have functioning customer service or indeed return codes that work.

I am writing to express my disappointment regarding a recent (still waiting) delivery experience. I opted for next-day delivery and paid the associated fee. Unfortunately, the package has still not arrived, even after two days have passed. This delay was totally inconvenient and did not meet the service I expected. I would appreciate it if you could investigate this matter THOROUGHLY and provide a refund - next day for a reason to go out...hence couldn't wear what was ordered! POOR!

Just a terrible experience. A pair of trousers ordered three times, all advertised as size 8. All size 12 received. Trying to get a refund has been unbelievable. I've asked several times for the postage costs for all sent parcels to be reimbursed as well as the refund costs (including postage). No response to the request, days between any communication. I am reporting the company now to Trading Standards

Ordered sandals for a birthday gift, they added £10 for "Royalty" which I didn't request, it was added by default and has to be opted out of, which i didn't see! I think its disgusting that anything is added to your purchase without you choosing it. Thought I might be able to cancel as I realised straight away but it says its none refundable! What a joke, they are literally scamming people!

Very disappointing experience.
The items I received were unfinished, defective, and looked very different from the photos on the website. There is no phone number to contact customer service, and it took multiple attempts through different channels just to get a response. When replies did come, they were slow and did not properly address my concerns. Customers should not put in this much effort to resolve issues, especially when the problems are based on poor quality products

If I could put zero star i would. I ordered a black 360° Rotating Full-Length Mirror with Coat Rack, I thought it was too good to be true - how right I was!! It was delivered today, the box had been damaged. On opening the box I discovered that the whole unit was broken along the entire width, the break had gone through all of the pieces- It looks as though it had been thrown into the back of a truck!!!

What a waste of my time, I have come home early from work (unpaid) in order to be in for the delivery, only to be delivered with an item that is utterly unusable.

Cheap and tacky - I definitely will never buy anything from this site again

My fiance has ordered a few dresses yesterday for a friend's wedding on Saturday and paid extra for gaurenteed next day delivery for the items to be delivered today by DPD. The order number is 15503580303981 name on the order is for Donna.
Dpd have stated they have not received the items from yourselves and very much doubt that they will be delivered today meaning my fiance is left without the dresses she ordered for the wedding tomorrow and out of pocket. Why gaurentee next day delivery services if you cannot ensure next day delivery? For whatever reason it doesn't take away the dissapointment. The lack of customer service options for you is also appalling. How can anyone resolve an issue like this with an automated BOT or email address where you dont respond for between 24 to 48 hours. This issue needs sorting and will be raising a complaint regarding this as you clearly haven't met the service level agreement and gaurenteed something but haven't delivered.

What a Manhoos (IYKYK) Company! Manhoos! Usually i wouldn’t go out my way to write a bad review for a Company! But this company! My God! If i dont write the truth i will feel as if i am wronging people! Ive had such a bad bad experience with this company, i purchased from them this once, but never ever again! Ever! I ordered 10 of the same item because i desperately needed the item that they had shown in the picture, but to my shock they sent me 10 of a total different design which i don’t even use or need! I could then not refund it on their website because it was a beauty product! And it took days upon days hours of my time trying to explain that they made a mistake and messed up my order so they should let me refund! I have a baby that i need to take care of! Yet i was hitting my head against the wall going back and forth with AI and other different people explaining my situation over and over again! Until finally a human sent me a return label! But the time waste and stress they put me through i will never ever shop with them ever again! Slow useless customer service! Probably the worst I’ve ever come across! Poundland has better customer service! They received my return still didn’t contact me i had to contact them! Then they finally emailed me my refund is processed! I haven’t received my money back yet and not sure i will. But boy do i never want to see an email/advert or anything from this company ever again.

Used to love PLT now they are absolutely shocking! Returned my parcel back to them within the time frame. Was told my refund was processed and it’s been over 2 weeks! No refunds on my card. Keep asking to speak to a manager or raise my complaint to someone higher no one gets back to me. Keep calling me the wrong name even when I’ve been told that they have made a note on my account it’s just shocking!

Taken ages to get my refund and then charge you again for return when said it was free when I sent it back well lost me as a customer for good

I’ve had constant issues with their delivery service. I don’t think I’ve had a parcel arrive next day despite the fact that I pay for PLT royalty! I bought 1 item recently and needed it next day and I knew PLT/EVRI delivery service is crap so I thought I’ll just pay another £3 for DPD to guarantee my parcel but even that gets delayed so what service am I actually paying for? Then when I request updates from both I get conflicting information! The robotic responses and asking me to be patient etc as their customer service team is busier than usual is so frustrating and useless! It’s reasons like this I gave up ordering from them all the time. So disappointing

I have been trying to refund an item for weeks and pretty little thing do not respond to me. I get an automated email, eventually someone picks it up who has no idea about the previous messages and when I explain all over again they send me the same automated message and it’s happened over 5 times. This is just scamming and it is not okay and I am not paying for a dress you will not help me to refund. Customer service has become terrible.

What a dreadful company they are. Trousers arrived but the legs are about 12 inches too long for my regular/long length legs. I am returning and will now wait for the refund but I’m not confident.

Absolutely appalling customer service live chat. Ordered a dress mid-May, they sent a totally different dress and then denied all knowledge of the original order claiming they couldn’t find it!
absolutely appalling customer service and still no refund despite me paying to return it with a covering letter.
Now have the hassle of a chargeback claim to get the money back.
Hideous company to deal with. Beware!

Placed an order two months ago and no delivery.
I have emailed eight times and no reply.

Extremely Disappointing Experience – Poor Service and No Refund
My experience with PrettyLittleThing has been nothing short of unacceptable. I ordered a jumpsuit and, instead, received a Maybelline lipstick. This error was entirely the company's fault.
I contacted customer services immediately on 18 May and was instructed to return the incorrect item. I followed their instructions and returned the lipstick without delay. PrettyLittleThing has confirmed that they received the returned item, yet I am still waiting for my refund.
It is extremely frustrating that I have been left out of pocket because of a mistake made by the company. Despite doing everything requested of me and returning the item promptly, my refund has still not been processed. The lack of accountability, poor communication and failure to resolve the issue in a reasonable timeframe is unacceptable.
The situation has now reached the point where I have had no option but to raise a dispute with my bank in an attempt to recover my money. This should never have been necessary and could have been avoided had PrettyLittleThing dealt with the matter professionally and issued the refund they owe.
Sending the wrong item is bad enough, but failing to refund a customer after receiving the returned item demonstrates a serious failure in customer service. Based on my experience, I would not recommend PrettyLittleThing and would strongly advise others to think carefully before ordering.