PrettyLittleThing Bewertungen 

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.

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 .