PrettyLittleThing Reviews 686

Would give a 0 if I could
Awful sneaky behaviour sneaking in a new question at return stage of “return to store credit” which is not clear at all! I have over £100 worth of items I had to return as the sizing is totally off (which I know a lot of people who say the same) and it’s been returned to store credit rather than my original payment and they’re saying there is nothing they can do about it. Very sneaky behaviour and seems from a lot of stuff I’ve read from other people and on socials that the business is going under. What an awful way to treat customers

PLT Royalty does not work after you have paid- it still charges for returns and customer service is a chat bot that cannot handle issues. When transferred to customer care they do not respond. It’s been 6 days and no response.

Placed an order through Debenhams but need to return. Returns go through PLT portal, but PLT are not recognising my order number as it is in a different format if purchased through Debenhams. Contacted customer services nobody has replied. Do not buy from here. Used to love PLT but now I believe them to be the worst online retail brand.

I ordered a pair of pajamas from PrettyLittleThing, excited for new items, only to receive what was clearly a returned/used product: heavily wrinkled, covered in pet (cat/dog) hair, and with long black human hairs stuck all over it. This is not “new with tags” – it’s disgusting and completely unacceptable for any retailer, let alone one charging full price.
Under UK Consumer Rights Act, I’m entitled to a full refund for goods not as described/faulty, with free returns. So I immediately reported it via their official channels: multiple messages on Instagram (@prettylittlethingcs), iMessage, and follow-ups. The initial automated reply? “Someone will contact you shortly.” That was over a week ago (as of January 11, 2026). Since then? Absolute radio silence. No human response, no return label, no escalation – nothing despite me sending detailed photos and polite but firm follow-ups every couple of days.
This isn’t just poor service; it’s non-existent. For a massive company like PrettyLittleThing (part of Boohoo Group), it’s shocking that they can’t be bothered to respond to a straightforward faulty item complaint. I’ve seen dozens of similar recent reviews: ignored messages, endless loops with their AI “Kai,” and customers left hanging for weeks on refunds or resolutions.
Save your money and your sanity – shop elsewhere. I will never order from PrettyLittleThing again, and I warn everyone: if something goes wrong (and with their quality, it often does), good luck getting any help.

Customer service is awful. I’ve spent weeks trying to get in touch with customer services and once I do they are helpful but it is impossible to get a response. I’ve been messaging them every day and not getting any reply.
First time using PLT and I made 2 orders over a month ago, and returned some items from both orders separately and have since had multiple issues. Got charged for a making a return when it should be been included for free on the unlimited membership I paid for. One of the returns hadn’t been marked as received at the warehouse despite the tracking showing it had arrived. One of the orders then had an item missing that I had returned and I am still waiting to get correctly refunded from items returned a month ago.

Added £1.99 on for "delivery protection" even though I opted out. I purchased "loyalty" for £9.99- which includes free returns, yet they've now charged me £1.99 for the return. So an extra £3.98 on top of my order has been taken incorrectly. Avoid at all costs.

Would give 0 if I could. Ordered for next day delivery came 2 days later. Been charged £10 for delivery and free return, more over , a sneaky £2 protect charge also been added to my bag! Should be an option for customers not unwanted extra charge.. When arrange a return after items arrived, been charged for return again. SHOCK! So of course contacted them , explained everything. 5 days later, no response!? Customer service is apoling and extremely disappointing. Would never buy again or recommend it to anyone! AVOID

Paid for next day delivery , and delivered 2 weeks later , can’t get to speak to anyone just send messages and no one replies

Still waiting for order over two weeks later. no further tracking. have been told i have to wait until near the end of jan before they will even do anything. no order, no tracking, no refund, no help

UPDATE: I'm now days past the time frame they told me to allow, wont answer any of my messages

I had an extremely disappointing and costly experience with PrettyLittleThing UAE.

I ordered from the PLT UAE website in August, assuming the items would be shipped locally or regionally. I only later discovered the order was coming from the UK, which was never clearly communicated at checkout.

I placed an order for 14 dresses as I was pregnant and shopping for a wedding, knowing I would need to try multiple sizes and styles. After waiting over a week, I contacted PLT to find out where my order was, only to be told that 7 items were no longer in stock. These were refunded, which was fine.

I then received the remaining items. I kept 2 dresses and returned 4 items immediately, as they were unsuitable. I followed PLT’s return process correctly and returned them internationally via FedEx, paying out of my own pocket.

Weeks later, the parcel was returned to me due to UK customs issues, despite everything being labelled and documented correctly. I sent the items again, adding further details — and once again, after weeks, the parcel was returned due to customs.

Throughout this entire process, I was constantly contacting PLT for help. Their customer service is largely AI-driven, slow, and unhelpful, often taking weeks to respond or not responding at all.

Eventually, a real person responded, confirmed the return address, and approved the return despite it being outside the 30-day window, acknowledging the circumstances. I then returned the items for a third time, this time using DHL at even more cost. The items were successfully delivered to PLT in the UK.

Despite this, I still have not received my refund for the 4 returned items.

Every time I contact PLT now, I receive an automated response stating that I have already been refunded — however this only relates to the out-of-stock items, not the 4 items PLT physically received. I am repeatedly told nothing can be done because the return is “outside the policy window,” completely ignoring that the delays were due to international shipping, customs issues, and PLT-approved extensions.

This issue has now been dragging on for months. It is January, and despite my ongoing efforts to resolve this since August, I have still made no progress and remain without the refund I am owed.

I am now out of pocket not only for the items themselves, but also for three separate international return shipments from Dubai to the UK, which cost more than the dresses themselves.

For a company of this size, the level of customer service is appalling. There is no proper way to speak to a human, no accountability, and no willingness to resolve an issue they contributed to.

I will never shop with PrettyLittleThing again, and I strongly warn international customers — particularly those in the UAE — to be extremely cautious.

Do not buy! It looks like Plt are going under. I’m waiting on returns from 3 orders totalling around £220. These were sent 9th December and evri tracking states plt received them on the 12th December. However plt are not acknowledging they have received them. You can’t speak to anyone about it as on all their contacts it’s just an AI bot that repeats the same thing over and over until they just stop responding to you.

*update*
I messaged them on WhatsApp after so many messages on other platforms and eventually managed to speak to a real person (I think) and I have now received my refunds in full!

Misleading consumers on their next day delivery .

Their excuse is they have now updated their site that NEXT day delivery is not actually next day and can take a couple of days .

It needs to be renamed to standard delivery as the obviously don’t offer next day and without fully checking the site consumers may not be fully aware .

Please please avoid this company! If I could leave a 0 score I would. I wish I'd read reviews here before ordering. Ordered a pair of jeans that came quickly but were exceptionally large for a size 10, I thought I'd read the opposite, that they run small. So I returned immediately and had a confirmation they'd received the return 27 December. Still awaiting my refund. I contacted them via Facebook Messenger... as mentioned in other reviews they give you one answer then end the conversation, they won't respond to any further questions. When initiating the return I selected to have the refund amount paid to my original payment method (bank account) however all the agent kept saying is it's too late to change it it'll go to your PLT account (I definitely didn't select this)... again reading reviews this is another scam they try. Please do not order anything from this company they are utterly useless and you will struggle to get your refund. Thankfully mine is a small amount but I shall be going via resolver if I don't have the refund in the next 2 days.

I ordered two dresses on 19th December for next day delivery theu didnt turn up the next day! Evri delivery company said it was delivered and left outside mu door the week.after and now have claimed its been lost! I jabe tried to contact plt for a.refund and no reply!!!!!! Can somone please refund me! Order number LUK1F6WFCMS66XR

I wish I’d read these reviews before I purchased anything from this useless company. I ordered a top on 30 December 2025 on the strength that delivery was promised the next day if I ordered before a certain time. I placed the order first thing on 30/12/25 (so well within the cut-off). Not only was the top not delivered the next day (31st Dec) but it STILL hasn’t arrived!
I paid for next day delivery, was promised it & it’s not what I got. I have messaged PLT through every available platform and STILL no resolution. I’ve simply asked for the delivery cost to be refunded! Utterly poor customer service!

DONT ORDER HERE!!! Ordered an outfit for New Years with next day delivery, 4 days later I still have no parcel and no reply or option to speak to anyone from plt. Go read the reviews on their instagram hq and customer service accounts there’s hundreds of comments on how awful they are. Clothes always stink when they arrive and are terrible quality. They’ve still not refunded me and I spent almost £200, can’t get through to anyone

Next day delivery is a scam I’ve never dealt with a company more useless than plt. Can’t contact a real person as that takes so long and AI assistant is just useless. 3 of my orders lately have come 4/5 days later on next day delivery when I’ve ordered early the day before? Also refunds take about 2 weeks too. Won’t be ordering in future

Item ordered on the 16th December, with delivery promised before the 24th. The item was a Christmas present, but it didn’t arrive until the 27th. When it arrived the outer and inner bag had both been opened, by Evri I’m assuming. The Coat was screwed up and looked as if it had been worn. I’ve tried messaging but I’ve had no response. First and last time ordering from this shambolic website.

I have spent thousands of dollars with this company over the past 10 years, and honestly, it’s my fault for continuing to give them chances. The customer service is deplorable, mid-conversation, if they can’t find a solution, they simply stop responding. You’ll receive completely different information via email versus iMessage, which means someone is either lying or completely misinformed about the company they work for.

As of now, I won’t be receiving my package until 21 days later, all while my emails requesting to cancel the order—due to a 9-day shipping delay—have been completely ignored. Nine days!
And to add to the original issue: PrettyLittleThing can’t seem to figure out—or fix—the fact that they no longer offer express shipping to New York. So yes, expect to wait almost three weeks for clothing.
I won’t be spending another dollar here. Shop somewhere else.

I sent an order back in November due to it not being up to scratch and I am STILL waiting for my refund. I have contacted customer service twice during this time and have yet to receive a response.
DO NOT PURCHASE!!!! Gone so downhill and they are withholding my money even though they have received the products back.