Kai was wonderful in helping me…
Kai was wonderful in helping me tracking down an order and provide me with ease with an update delivery date.
Terri Thomas
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Customer Reviews
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60 reviews
Customer service 10/10
Customer service 10/10. Response received in 2 mins of sending an email. Resolution in the space of 8 mins. Thank you PLT customer service
Emily Moverley
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Regularly order from PLT with no issues…
Regularly order from PLT with no issues however on this occasion the service has been shocking. I’m still awaiting the remaining refund for an item returned in January. Ive been told at least 3 times it’s being reviewed and will be sorted, yesterday was the last day to expect it and again it’s not been refunded. shambles!! Have asked to raised a formal complaint as this is unacceptable and this hasn’t happened!@prettylittlething sort it out!!
HB
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Never had worse customer service
Never had worse customer service, first and last time order from them. I ordered a jacket, was sent a green leather corset by mistake (theirs)...the only option I was given to contact customer service was through Instagram which I found weird. After days of automated responses they told me to just send the item back, which I did. It's been ages now and haven't received my money back or the actual item I wanted. Also haven't had a response from a real person despite me contacting them multiple times.
Melissa
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great response from Kai today
great response from Kai today
Tracey
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Kai was super helpful and very quick…
Kai was super helpful and very quick with response. Had all the information and resolution I needed.
Janet Boardman
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I was trying to return an item & get…
I was trying to return an item & get store credit because I didn’t like 1 of the items & I also got duplicate sizes as I was not sure how the fit would be. I literally just wasted money & it was poor customer service with no resolve.
Leslie Benitez
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Issue with generating a return
Returns portal is a little confusing and wasn't functioning correctly (perhaps due to purchasing PLT items via Boohoo) however Mark in Customer Services was very helpful and efficient and swiftly resolved my issue. Thank you Mark! (4 stars for the overall experience due to poor functionality of the returns portal - 5 stars for Mark!)
Megan Wickens
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I did an order and removed the delivery…
I did an order and removed the delivery protection. I then added a promo code which added the £1.99 delivery protection back in. I checked before completing the order and the amount does not show as a separate charge which is misleading. I then got my order confirmation and it shows I had been charged £1.99. Shows how you have mislead it by not showing it in the process order section. I did not want or have any need for this. I have spent hours trying to speak to someone at PLT who will remove the charge and asked for this to be escalated which is a simple task and getting nowhere.
Jodlmc
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Kai was helpful
Kai was quick and efficient with responses.
Sherene
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Most terrible customer service of all…
Most terrible customer service of all time, just because no one responds to emails or enquiries. Neither is their IG chat useful. I’m never buying from this site again as first of all, I made an error with my order and wanted to contact someone to change it. I read the T&C’s and it said contacting the customer service team asap will allow me to change the order before they dispatch the order. Could not get a response from them so I ordered again and requested to cancel my first order before it was dispatched. All my requests were ignored and they proceeded to dispatch and ship my items out. Then they would only give me about 50% of my refund because it had already been dispatched. So PLT is the worst place to order from. The quality of the dresses I ordered didn’t even match the photos.
Abigail A
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This has been the worst experience I’ve…
This has been the worst experience I’ve ever had with any retailer. A coworker recommended PrettyLittleThing, and I was excited after seeing some cute winter sweaters. I ordered six sweaters for about $200. They managed to send only two—correctly—to my address, and the other four were sent back. That was six weeks ago.I tried again and ordered five more sweaters. Those never arrived either. At this point, PrettyLittleThing owes me close to $400. I’ve sent message after message, and it’s like talking to a wall. No one listens, no one understands, and no one resolves anything.The girl I spoke to tonight even asked me to mention her in this review—so here it is. Kai, thank you for absolutely nothing. You did not help in the slightest.Cute clothes mean nothing when the customer service is this useless. After weeks of begging for a customer service email, I finally got one. That’s the only reason this isn’t a zero-star review. I do NOT want store credit because I will never shop here again. I want my money back!!!!
Jean Carrera
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Rude customer service!!
Would honestly give 0 stars if I could! The absolute worst customer service i have ever encountered. I ordered a co-ord, they sent me 2 trousers and no top and ive been dealing with customer service for over a week now and they refuse to do anything about it. Ridiculous considering the mistake was made on their side. I understand mistakes can happen but nothing can excuse their customer service staff being so rude amd condescending to a customer. Will never order from them again due to the treatment I have received from them!
Lauramia
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Disappointing.
Usually great service with pretty little thing but the last few weeks have been shocking. I ordered for next day delivery on 11th, so due the 12th Feb, something I needed for the weekend obviously. It never arrived, I have been back and forth with customer services for 2 weeks. I no longer need this order as it’s 2 weeks late, requested a refund. However they keep telling me to wait. Originally wait until the 17th, I did so with nothing. Then told me to wait till the 22nd - nothing. I’ve reached out again and I’m being told to wait till the 3rd of march! then told me this case was closed and no longer communicating with me! This is absolutely disgraceful. I know they can recall the parcel back as any seller can do that. They are refusing to help or provide a refund so therefore I will be taking this further. Absolutely disgusting service.
Libby Mae
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I had questions about my packages and…
I had questions about my packages and Kai helps me very nice! Now, I just have to wait for my package arrive
Alessandra Galvan
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Status update on package
Kai was very responsive and helpful in supporting me to find out the status of my package.
Dontae Richards
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Kai was so helpful when I reached out…
Kai was so helpful when I reached out about a package that was taking too long to be delivered. She reassured me & gave me the info I needed. Thanks so much! My package arrived a few days later.
Radiance Glo
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10/10 for speedy response from Kai on…
10/10 for speedy response from Kai on their instagram for a delivery query!
alexandra house
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Kai was great with response time and…
Kai was great with response time and very helpful. But I am going on almost a month no delivery. The item was for an important event and so I spent more money on a last minute outfit. The courier claimed they couldn’t gain access to my property so I gave customer service the Pin for entry. Still no updates or solution. I think they should change their delivery methods because I have never had an issue until now.
Marilyn Duverneau
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I purchased flare leggings put them on…
I purchased flare leggings put them on and noticed a mark across the thigh area contacted PLT and they did nothing about it. The leggings looked worn and returned as the seam was coming apart and the mark was very visible on the thigh. As I worn them they can’t do anything about it I think that’s appalling.
Salwa Shaffi
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