Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a dress online. The package came destroyed and the dress was also damaged. Tried to contact *** and was unable to ever contact anyone regarding a replacement or refund. Now have to pay $7 to ship it back after paying $14.99 for expedited shipping to in the end lose $21.99 in shipping alone.

  Business Response

  Date: 05/01/2025

  Good afternoon Aja, I hope you are well.

  My name is ***** and I work in the escalations team here at Pretty Little Thing where we deal with escalated queries. 

  I am sorry to hear that the dress you ordered arrived damaged. I can definitely get this resolved for you and appreciate you sending the pictures right away. 
  
  I have had a look and can see that we have the same dress currently still in stock in a size 12 so I would like to offer you a re-order? They would be exactly the same size and sent you with no further cost on the fastest available delivery method.
  
  If the dress is no longer in stock when we hear back from you then we will process a full refund instead. 
  
  There is no need to return the faulty dress to us on this occasion. Please feel free to dispose of this as you wish.

  Speak soon,

  *****

  Group Escalations Team 
  
  

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The dress is for my graduation and Id appreciate it if it is sent by *********** shipping since I paid ***** for that exact shipping method previously and need it urgently. 
  
  Sincerely,
  
  *** *******

  Customer Answer

  Date: 05/07/2025

  I placed an order on April 25th and received a damaged product. I spent $22.50 on the dress and $14.99 on shipping plus tax coming to a total of $38.51. I reached out to customer service numerous times to resolve this issue due to the dress being for my graduation. I received no response or little to no help resulting in me filing a complaint with the BBB. I was told I would be receiving a replacement dress (size 12) with fastest delivery method or a refund if my response was received after the dress sold out. I responded promptly and still have yet to receive anything (dress or refund) a week later. At this point, I need a full refund of $38.51 as the product I paid expedited shipping on was damaged and not useable and the replacement (if sent) will be received after graduation.

  Business Response

  Date: 05/08/2025

  Good afternoon Aja, thank you for getting back in touch with us. 

  I'm really sorry to hear that you haven't received an update from us in regards to the faulty dress you have received after we offered a replacement or a refund. 

  In your recent email you have advised you wish to receive a full refund due to the time being passed. 

  I have gone ahead and issued a full refund for you and $38.51 was issued back to your Afterpay account and you will receive this soon. 

  You do not need to return this dress back to us, please dispose of this as you see fit. 

  Take care,

  Devon

  Group Escalations Team

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress and bracelet from pretty little thing on April 14, it was supposed to arrive last week and I need it for an event this weekend but they have decided to use a horrible extremely badly reviewed postal service called speedx, my order was deemed undeliverable because whoever tried to deliver it did not deliver it to my address, I have not received my package and Ive tried to reach speedx with no luck and prettylittlething is even worse, their customer service is horrible Im not able to speak to anyone and they offer no help, DO NOT ORDER FROM PLT unless you want to lose money

  Business Response

  Date: 04/23/2025

  Hi Kiera, hope you are well. 

  My name is ******* and I am part of the *** Escalations Team. Thank you for reaching out to us and for making us aware about the issue you have had with the delivery of your order. I am sorry to hear your order has not yet arrived, I completely understand what you are saying and why you feel this way, especially as this order was needed for an event. Please rest assured, it is not our intention to make you feel this way at all and all your feedback has been taken on board as we are always looking for ways to improve our services, where needed.

  I have taken a look on the tracking of your order and I can see it last updated on the 19th April showing "no access - the package is undeliverable and will be returned to the facility" You can see this via the link here: *****************************************************

  As your tracking still shows will be returned to the facility, the carrier may still attempt to deliver your parcel, which is why we ask that you allow until the 28th April to see if your order is delivered.However, if your order is not delivered on or before the 28th April or your tracking shows your order has been "returned to sender" please let us know and then we will be able to assist further then.

  Please note, as standard delivery was selected on your order it can take between 5-8 working days to reach you and this timescale doesnt include any bank holidays we have had recently. You can see this via the link here: **********************************************************

  Take care - Lindsay 

• Initial Complaint

  Date:04/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered with them almost 2 weeks ago and I have yet to have any updates on my order. The only update I gotten was label created and nothing has changed. Ive emailed them twice and no one has gotten back to me and its been days since Ive placed the order. Im getting annoyed and concerned about when itll arrive when no one has contacted me and ignored my calls and emails.

  Business Response

  Date: 04/19/2025

  Good afternoon Toccara 
  My name is *****, and I work on the Group Escalations Team here at PrettyLittleThing where we deal with all escalated queries. I have been passed your case by BBB, and I will be more than happy to help today.
  
  I can see your order was placed April 11th on our Standard delivery service which is up to 8 business days. Your estimated delivery date is April 24th, as due to the *********** holidays there are no deliveries on the 18th, 19th and 20th April. 
  
  Here is your tracking link to keep an eye on for further updates: *****************************************************
  
  Thank you and take care,
  -*****
  Group Escalations Team

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not receive my order and they refuse to refund me! The picture shows a place that is not my unit nor in my building it was supposed to be delivered to me! Which it is not and I needed it before my trip! I want my money back for this lost order!

  Business Response

  Date: 04/13/2025

  Hi Klive 

  Thank you for getting in touch, I can definitely look into this for you.

  I've checked this order and can see the courier has delivered the parcels to the address used at checkout on the 3rd and 4th April, and this can be seen here:
  ********************************************************************************************
  ********************************************************************************************
  ********************************************************************************************
  ********************************************************************************************
  
  I've noticed that the address provided through BBB is a US address, however, the one used by yourself with this order is in ******. Please refer to your confirmation email to show the address used at checkout.
  As these locker deliveries are considered safe and secure, we do believe these parcels have been successfully delivered and are unable to provide a refund on them on this occasion.
  
  Thanks

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23195306
  
  I am rejecting this response because:
  I did not receive any packages and the picture provided is of a location not in the building they have scammed me the only way to deliver to the condo is to the unit!
  I demand a refund! Sincerely,
  
  Klive Hoarau

  Business Response

  Date: 04/15/2025

  As stated previously, we have noticed that the address provided through BBB is a US address, however, the one used by yourself with this order is in ******. Please refer to your confirmation email to show the address used at checkout.
  We do believe these parcels have been successfully delivered to the address and are unable to provide a refund on them on this occasion based on the evidence provided previously.

  Kind regards -Millie 

   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23195306
  Yes it was delivered to ******. That is not the point the point is is that it was never delivered to me and if you are not going to refund me I will be taking this up with my card issuer as you scammed me! This is my first order with you guys and most definitely my last!
  I am rejecting this response because:
  
  Sincerely,
  
  Klive Hoarau

  Business Response

  Date: 04/16/2025

  Thank you for your reply Klive 
  
  The parcels have been delivered to the address listed on your account, and have been placed inside lockers which is considered a safe and secure location. 
  
  Based on this information we will not be offering any refund for these items.
  
  You are welcome to seek third party advise from your card provider should you wish. We will of course provide any information they request to bring this to a close for you.
  
  Thank you and take care
  -*****
  Group Escalations Team

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against PrettyLittleThing regarding their refusal to issue a refund for $226.28 worth of merchandise that I returned via **** on March 16th, 2025.When dropping off the return, I followed all return instructions carefully. I printed out the ** code and included it with the return package, clearly writing my contact information on the outside of the parcel. Due to a cracked phone screen, I could not present the code digitally, so I left the printed copy with the associate at the return location, per their instructions. The representatives were also very rude and not willing to help.Shortly after, I received a call informing me that the paper containing the code had been lost, despite the package still being in their possession. I was told the return could not be processed without regenerating a new code or label, but I no longer had the merchandiseit had already been handed over. Since then, I have reached out multiple times via email to explain the situation in detail and request a resolution, but have received no helpful response and no ********* the customer, I did *************************** correctly and acted in good faith. The failure to properly scan the code or secure the printed copy lies with their associate and process, not with me. I should not be held financially responsible for their negligence. I have now been without either my merchandise or my refund for weeks.I am requesting an immediate full refund of $226.28. I am happy to provide email documentation and evidence of communication, including the original emails and subsequent follow-ups.Thank you for your attention to this matter. I hope this can be resolved quickly.Desired Outcome: Full refund of $226.28 Sincerely,***** ***** ********************

  Business Response

  Date: 04/11/2025

  Good afternoon *****, 

  I can confirm you have already spoken with us via email about this matter on 28th March in which my colleague Jade provided a reasoning for our resolution. I can confirm our resolution is the same and you are welcome to seek 3rd party action if you wish to however based on the information we have from you and our returns system, this will be our full and final resolution.

  Kind regards -Millie 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23189434
  
  I am rejecting this response because I did everything right as the customer. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/15/2025

  Hi *****

  We have provided a full explanation on our resolution for this claim, and with the return label we provided not showing to have been used, this would mean the return was not made correctly and we will not be able to issue a refund. As advised by Jade in a separate email:

  "Having checked our systems, I can see you have already spoken with our customer services team regarding this matter and it was confirmed that as you are outside of our returns timescale, we will no longer be able to accept your return. 
  The returns ** code generated for this order is not showing to have been scanned and once the ** code is scanned by your local UPS point, a returns label is printed and placed on top of the parcel then and there. As the ** code from our returns portal was not scanned, it would not have been possible to have created a returns label nor for this to have been lost.
  This would mean the order had attempted to be returned incorrectly and as previously confirmed, we will not be able to assist further with your return and we will not be able to accept your return outside of timescale on this occasion. 
  You're welcome to escalate the matter to whomever you see fit but you will receive the same response and this response will not change. "

   

  It is fully our customers responsibility to ensure the return is made correctly and this does include ensuring the given ** code is scanned and a label printed for it, put on the parcel and the proof of postage receipt kept safe. We can not take responsibility for you not doing this, and this return allegedly being given to the courier where no proof of receipt was given. 

  This is our full and final resolution on this and we will not be able to advise further.

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday March 23, I purchased 4 items with Pretty Little Thing, totalling $81.33. When the items arrived Saturday March 29, I noticed that one of the shirts (a Green Sheer Jacquard Shirt) was damaged on both sleeves. The shirt cost about $14. That evening, I went to their website and filed a complaint to give further information about the item. After no response, I sent a similar message to their Instagram page, another option their website offers, this time with pictures of the damage attached. As of today, 4/10/2025, I have received no response from either outlet. My order confirmation # is: 525-0834597-6733173

  Business Response

  Date: 04/11/2025

  Good morning Alanna 
  My name is *****, and I work on the Group Escalations Team here at PrettyLittleThing where we deal with all escalated queries. I have been passed your case by BBB, and I will be more than happy to help today.
  
  You have done the right thing in letting me know about this, and Im sure we can sort this out for you, Im just sorry to hear you have received an item that is not up to our usual high standard.
  
  I have reviewed the images you have kindly provided, and can see the tearing is quite significant. As such, I have refunded the Green Sheer Jacquard Shirt for you now. That will be $13.90 back to your card account by April 30th. If you cant locate the funds by this date, please check back to your original order date of March 24th, as some funds can show dropping back in around this time.
  
  Dont worry about sending the faulty Shirt back to us, we dont require it on this occasion. If you or anyone you know is a pro with a needle and thread, maybe this can be made in to something new? If not, please feel free to donate to a charity or clothing bank.
  
  Thank you and enjoy the rest of your day!
  -*****
  Group Escalations Team

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance and thank you to PLT for resolving the issue. 
  
  Sincerely,
  
  ****** Lovely

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered on March 17th, was told package shipped on March 18th. Tracking number they provided has not been update since it only says waiting for package. I contact customer support on March 26th was initially told your order is on the way a running on time. Please allow until 9pm for it to arrive. The package never arrived. I contacted again on March 27th and they changed their story to you package is on its way but running a little late and says in the order is not received by April 5th it will be considered lost. I spoke with another representative and they said wait until March 28th for the courier to deliver. Still received no package. I contacted them for a final time letting them know I would be filing a dispute for theft with my bank, and they said I know this isnt ideal but can you allow the parcel to update and to be delivered on of before 11th of April

  Business Response

  Date: 04/04/2025

  Good morning Jade
  My name is *****, and I work on the Group Escalations Team here at PrettyLittleThing where we deal with all escalated queries. I have been passed your case by BBB, and I will be more than happy to help today.

  I am so sorry to hear your parcel has not arrived as expected.
  
  Ive had a look into your tracking, and can see your parcel was last updated April 3rd as being on its way to ***** who is the final courier to deliver your parcel.
  As this has been updated recently please could I kindly ask you allow a further 48 hours for your parcel to get to you? Here is your tracking link to keep updated  **************************************************************************************
  
  I fully appreciate a late parcel is far from ideal and I cant apologise enough that your order is delayed. We do work closely alongside our couriers to ensure deliveries are made on time, and while we try to anticipate some potential delays (particularly during busy periods), unforeseen circumstances can arise to which we have no control
  
  I have refunded your delivery fee as your parcel is running late, and the 5.39 will reach your card account no later than April 24th.
  
  In the event there is no update within this timeframe, we will then investigate further with the courier into why it hasnt updated and been delivered as expected.
  
  Thank you for your patience and take care.
  -*****
  Group Escalations Team

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 10, 2025 I ordered a product, delivery date March 18th. It never came. I rescheduled out to the company they told me March 21st, still never came then it went to March 24th then April 10th. They refused to issue a refund. They refuse to allow me to speak to anyone higher up. This is still ongoing with no resolution

  Business Response

  Date: 03/26/2025

  Hi LaTasha 
  
  Thank you for getting in touch, I'm sorry to hear your order has experienced a delay in getting to you.
  I've had a look at the tracking and I can see the parcel last updated to show it's being processed for delivery so should be with you soon. You can find the tracking here:
  *****************************************************
  
  I do apologize for this delay, but please can you allow the courier a little longer to get this parcel to you and keep an eye on your tracking for further updates on an expected delivery time. Although delays with our couriers are rare, when a delay does happen, due to the volume of parcels our couriers handle, they ask to allow time to sort this out and have the parcel delivered. ****** with delivery are fully outlined in the agreed terms and conditions of all our orders, and I can see our customer service team have already issued a refund on the delivery charge as a gesture of goodwill, even though a delivery service is still expected to be provided. I can also see the team raised this with a manager internally and they have advised the same, and we will not be able to advise differently on this. Our customer service team handle all complaints and their responses to your messages were acknowledgement of your complaint. 

  If there has been no further updates on your tracking and the parcel still isn't with you by the 9th April at the latest, please do let me know and I'll be able to declare this parcel as lost and have the order refunded to you straight away. Rest assured; the parcel is still expected to get to you before then and the courier will be working hard to have this delivered as soon as possible.
  
  I really appreciate your patience with this,
  
  Thanks

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23112361
  
  I am rejecting this response because:
  I have been told this over and over. The dates keeps changing (per the messages). It went from the 18th of March to the 21st to the 24th now April 9th. This will be 30 days since I placed this order. The tracking on it have not moved. I simply asked for a refund and getting the run around. Ive asked for a supervisor to call me, they havent. Theres no way to call them, this is not acceptable. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/27/2025

  Hi *******

  The 18th March was never advised by us, and the original expected delivery date for this parcel was the 21st March. Standard Delivery is a 9 business day delivery service and with the order being placed on the 10th March. When we first requested to allow until the 24th March, this was due to the tracking showing updates and delays are usually resolved by couriers within that given timeframe. The new timeframe is one in which we need to allow for us to be able to declare the parcel as lost with the courier. The parcel is still expected to be delivered and I can see this has updated again yesterday so is not lost in transit:

  **************************************************************************************

  The tracking is also showing delivery is expecting to be made on the 27th March so we are confident this parcel will get to you.

  As explained in my previous email, the team raised this with a manager internally and they have advised the same and we will not be changing our response on this. Delays are outlined in the agreed terms and conditions with all our orders and with this parcel continuing to track, it is expected to be delivered and do need to allow time for this to get to you. Delivery timeframes are also estimates and not only has a refund has been issued on the shipping fee which we would not usually offer where delivery is still expected to be provided, a free express delivery code for your next order has also been given.

  With your complaint now being made through BBB, it has come to the Group Escalations Team here at PLT and there is no higher platform to raise a complaint to and until the given timeframe has passed, we will not be able to provide an alternative resolution on this. 

  Thanks 

  ****

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23112361
  
  I am rejecting this response because:

  I have all text messages and information that has been attached advising and backing everything k have stated. The very first representative I spoke with saw the expected delivery date of March 18th which he then told me of the delivery times and advised March 21st. Regardless of what youre saying MULTIPLE dates have been said and this isnt a good way to conduct business. Again youre confident in yet another delivery date which has been said time and time again. 
  Ive looked at all tracking and again the parcel has not moved from the previous days/ week. 
  I asked for a manager PREVIOUS to BBB being involved. 
  again no accountability and no resolution. 
  thanks. No need for additional contact as youre not trying to help resolve the issue but seem more combative if anything 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/28/2025

  Hi *******

  I have provided an explanation for the dates being provided, and again, the original expected delivery date which is in line with the delivery timeframes shown on our website for this order is the 21st March, as advised by our customer service team. With the parcel still tracking at the time, we asked to allow until the 24th as this is the timeframe couriers ask to allow to sort out any delays. With the parcel then not being delivered by then, our lost parcel timeframe was provided which was the date in which we could declare the parcel as lost with the courier.
  The tracking I provided in previous messages does show the parcel has been tracking with the courier and has not at any stage gone a week without updates. This is shown on the tracking history for the parcel. The parcel has now been delivered on the 27th March, as advised it was shown to be expected to be in my previous message and this can again be seen here:
  **************************************************************************************
  
  I apologise for the delay this parcel experienced in getting to you, but the timeframe our customer service team asked to allow was one that was agreed with couriers in which they ask to allow parcels to be delivered after a delay with them.  A refund on the delivery charge and a free delivery code for your next order has also been provided, which is more than we would usually offer under the circumstances, and was given as an apology for this delay in delivery.
  I hope you enjoy your order and have a lovely day

  Thanks - ****

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thanks **** you have been more apologetic than the others I spoken too. Thank YOU for your kind customer service 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: 525-0721542-8894067 I ordered clothes and heels from this scam of a website on March 13th then on March 14 I get refunded for the heels because they magically decided that it was out of stock! Which ****** me off because I planned for an entire outfit for my birthday. Then on ********** I checked the tracking from my package and I see that it was delivered to a different city I contacted customer service and they are telling me that they cannot refund me because it's in a parcel Locker!? I literally have a mailbox why would my package be in a parcel Locker? And why is it marked as delivered in a different city? They are still refusing to issue me a refund I am highly disgusted not only did they cancel the shoes now I will never get my package I will contact my bank to report PLT for fraud!Update: I spoke to my local USPS supervisor who tracked the package and was able to find out that my package was actually miss delivered to a different address! And I have uploaded the letters here from that supervisor. This goes to show you that *** is indeed a fraud because they stated to me several times that based on their findings I don't know what fraud findings they are using to determine whether a package is lost or not.

  Business Response

  Date: 03/21/2025

  Hello ****-*****

   

  Thank you for raising this with us today using BBB, my name is ***** and I work in the Group Escalations Team here at Pretty Little Thing.

  Having checked your order, I can see that the courier has confirmed delivery on March 20th to a collection location located at ******************** you can follow this further here: **************************************************************************************

  We understand this collection point is roughly 6 minutes from your home address and is easily accessible for you to collect and obtain your parcel. As the delivery has been confirmed and collection can be obtained no refund will be issued for your order.

  Thank you
  *****
  Group Escalations Team

• Initial Complaint

  Date:03/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On march 4, 2025 I placed an order with pretty little thing. I received an email stating that the order should be received on or before March 13, 2025. On the tracking site, there has not been any movement since March 6, 2025. I contacted pretty little thing via email on March 18, 2025 , to advise of this. I was told to wait until March 28 to see if the delivery would be successful.. I explained to them that I was not willing to wait an additional 10 days to satisfy their investigation. I was met with we understand your frustrations, however being that the order has already been shipped out ,we cannot cancel it at this time . but once I receive it, you can return it for a full refund Which is absolutely insane. Not only what I have to wait on the shipment to arrive eventually, but I would have to go through a return process and an additional timeframe to allow a refund. At this point, I am without my money and merchandise. This is absolutely unacceptable and I will not be doing business again with pretty little thing.

  Business Response

  Date: 03/21/2025

  Hello ******,

  Thank you for your contact here on BBB's service today. I am sorry to hear you have not received your order as expected.

  My name is ***** and I work in the Group Escalations Team and I will certainly look into this further for you.

  Having checked your order, I can see that the courier has not provided a valid tracking update since March 6th. I know this is not ideal when you have been waiting for your order to arrive, however we are contracted with our couriers to allow time for them to make the delivery or provide an update with tracking before we can declare a parcel as lost and take further measures to resolve this for you.

  As such we ask that you allow until March 29th for this to be delivered or updated and should you not receive this at that time then please do get back to our **************** team who will be able to resolve this for you right away.

  Kind regards,
  *****
  Group Escalations Team

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23091174
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 03/21/2025

  I do not accept the response to the complaint because I am not willing to wait an additional  eight days to possibly receive the shipment and then ultimately start a lengthy return process. 

  Business Response

  Date: 03/22/2025

  Good morning ******, I hope you are well. 

  I'm sorry to hear you are unhappy with the previous responses in regards to your order which hasn't arrived yet. 

  I have taken a look into your order and can see that the order was shipped from our UK warehouse on the 6th March and was received by the 7th March to the courier. 

  Whilst the vast majority of our parcels are dispatched on time to our couriers, very rarely there can be an unavoidable delay, which holds them up. We work as closely with our couriers to ensure disruption is as minimal as possible and the majority of our parcels are delivered within the delivery promise.

  
  Please allow until 29th March for your parcel to be delivered to you. This allows time for us to ask the courier to investigate and either locate your order and deliver it to you or confirm to us that it has been lost. Once we have received confirmation from them, we will then be able to either re-order your items for you (subject to stock availability).

  
  As long as the tracking does not update again, this is also the longest time frame we have to allow - they may locate it well before then and get it on its way again and if you haven't received it by 29th drop us a message and we will arrange your re-order for you.

  Take care

  Devon

  Group Escalations Team

   

   

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23091174
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 03/24/2025

  Im rejecting the response from  pretty little thing