PrettyLittleThing Anmeldelser 698

I am appalled by the customer service. Considering they are a multi-million business you’d think they could put a little more funding and care into making sure their customers issues are resolved!
I placed an order on the 31st Jan and my order arrived quickly - however they sent an incorrect item. I messaged their customer service and with no surprises I had to deal with a bot. When I finally get through to a person they sent me a returns portal link asking for an order reference number which is no where to be found. I have been asking for days for them to reply to me so I can get this resolved and get my refund but still no response! How a company can make a mistake and not even have the bother to fix it is outrageous! I need my money back!

Please respond to my messages!

I pay for next-day delivery, but I never seem to get my items the next day. This is the 3rd occasion now! im over it

Absolutely awful company!!! Avoid!!! Royalty is a SCAM…

Paid £9.99 for royalty (free next day delivery and returns for a year). My delivery came as promised next day. Unfortunately their clothes are awful so requested to return them at the cost of £1.99???
So I went on my account to see if I could actually use this ‘royalty’ and why am I not surprised I am unable to add a single item to my basket to check out. (Only when logged onto my royalty account)
I logged out of my account and added items to basket fine then when I got to check out i am unable to log onto my account to complete purchase!

Absolute Scam! Have requested a refund and to close my account but no one will respond!

Save yourself the hassle and buy somewhere else!

Been waiting 5 months on my £130 refund. Vile company that’s how they treat their “Loyal” customers

Worst company ever! Customer service is none existent. They take days- weeks to reply.
After receiving 2 faulty items in 2 different parcels. They told me in future I need to contact them first. Erm yes I did on several platforms, but you do not reply!
Now they have added on a delivery protection fee!!! That is already selected, unless you notice it and unselect it. You are getting charged! Surely that is illegal.
Please beware and do not use this company!

The worst company i have ever ordered anything from.Returned and item (have proof of postage) but never received a refund.No customer service just a chatbot repeating the same questions on instagram and messenger.Complete scam and fraud

The chatbot is just awful, you have to use Instagram which is awful response time and an AI chatbot that is unhelpful, avoid because if there is an issue with your order it won't be fixed

Customer services are difficult to reach, slow to respond and the company have made several mistakes that have lost me £136. I returned some items which arrived at their warehouse on 11th December but had not been registered on their system. After repeatedly contacting customer services through various methods I finally got through the chatbot to an agent who confirmed that the parcel had been received and proceeded to manually trigger my refund on Jan 1st, however they sent the refund to my PLT account instead of my bank account as I had requested. Since then I have spent the over 3 weeks trying to contact customer services to get my £136 returned to me because of a mistake they had made. It has now been over 6 weeks since the parcel had arrived at the warehouse and I still have not received my money through no fault of my own.

As well as this, there were several other issues such as items missing from the refund and incorrect charges that I have also had to chase. Considering this was my first time using PLT this has been an awful experience and it's safe to say that I will never use them again and I will be sure to tell anyone and everyone else to avoid purchasing any items through them.

Terrible. You buy the next day delivery for a year and free returns. However the parcel is never next day and never free returns. Clothes are crap quality too.

PLT has fallen off. Customer service is nonexistent. I have been waiting for over 2 months for a refund on an order that I didn’t receive. There’s no hope of receiving the refund. It’s really sad and frustrating.

Would give zero if I could. Waited over three weeks for a refund. I was ignored multiple times via email. And the text service is shocking. No one can give you any advice I luckily I had screen shot my return through inpost as receipt of sending back. It wasn’t until I threatened action through the ombudsman that I was the notified I would received the refund into my Apple account. Guess what it never came because they had refunded it into my PLT account. Absolutely shocking and I’m sure everything I’ve now had to order with be poor quality and won’t fit. I wi never order from here again, the company has gone down the pan.

I am trying to send a parcel back for a refund but their system won't recognise their own order number. I have contacted customer service multiple times but you can only do this on FB and Insta and it is just bots. There is no email address and no phone numbers so it is impossible to actually contact anyone. Absolutely appalling customer service.

I would give 0 stars... ordered a tracksuit for my daughters birthday i only recieved the bottoms and no hoody, they are telling me both items were in the same parcel when they are not! They them told me to check my invoice which by the way wasnt in my parcel it was just the bottoms! They told me that it was sent out together so now there has to be an investigation to make sure "im telling the truth" and i may not even get a refund or replacement. This company is awful customer service take days to reply and they just dont care! Do not order from here!

I ordered ordered a tracksuit in the December. There was no notification of the delivery by evri until hours later and they left the item outside. When i went to look for it it had been stolen. I contacted both evri and PLT about this. Evri said they had spelled to the driver and the case was closed. PLT eventually replied to my email saying they were sorry to hear this but they can't find my order with the number and full details I gave them . They asked for a number that didn't show anywhere on my order details.
I sent more emails with photos of my order confirmation, delivery and bank payment taken from my account. I now am getting radio silence.... nothing. No communication. I just want a refund.
I will never order from PLT again and would tell anyone thinking of ordering from them NOT TO!!!!!
The worst experience ever and i wish I had reviewed beforehand.
Disgusting!

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.