ComplaintsforPrettyLittleThing

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item shipped is faulty. Item has been worn/stained by a previous customer and returned/accepted by company and restocked. I would like a full defund ***** or new unworn item size US 6 sent by mail free of charge.

  Business response

  07/04/2024

  Hello

  Thanks for getting in touch and making us aware of this. My name's **** and I'm part of the escalations team here at PrettyLittleThing where we look into all escalated complaints raised through BBB. We can certainly assist you with this.
  

  I've gone ahead and sent a $13.01 refund to you now and this will hit your account no later than 11th July along with an email confirmation.
  

  Thank you for getting in touch and making us aware of the issue, your very valuable feedback will certainly ensure that our standard remain at the highest which is what our loyal customers deserve.
  
  Take care for now and I hope we see you again in the future, have a lovely day.  - ****
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date of the transaction was June 12, 2024. I purchased 4 items from this online store. Total price paid was $109.69. $91.50 for items, $7.99 Shipping, $10.20 Sales Tax The order number is 524-1641613-9256262 The items came with grossly wrong sizes. One pair of pants I purchased someone commented they looked like they were sized for Shaq, however the label has my size. The same for the one of the other items. I decided I wanted to return the items, and that's when I noticed something was really wrong. When I went to the website to log in, it no longer recognized my account. Then when I clicked on forgot password and to send me a code to reset, it said it did not recognize my email even as it was still sending me marketing emails to purchase other items. The "return portal" was also not functioning. It was then I went to the BBB website and saw all of the complaints against this company. I'm not sure it is this one listed in **********, from the website I can't tell where this one is located. It sounds as it may be in ******.

  Business response

  06/28/2024

  Hello *************;

  Thanks for getting in touch and making us aware of this. My name's **** and I'm part of the escalations team here at PrettyLittleThing where we look into all escalated complaints raised through BBB. We can certainly assist you with this.
  

  There is only one order under your email address which is 524-1641613-9256262 from 12/13th June. Now, this order was placed under a guest account and as it's the only order under this email address, it would suggest that you have not registered an account just yet. This is why no password reset emails are reaching you because there is no account to reset a password for.

  To register an account, please follow the link below and from there, you will be able to choose a password:

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

   

  Our main aim is for everybody to feel amazing in our products which is the reason we have a wide range of sizes on offer. As its very important for us to get this right, we have created a size guide based off the high street which is available on the site which includes all the information on our sizes and how they work. I will leave a link to this down below for you to check out before any future orders:

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

   

  If the products don't fit as mentioned, then we would ask that they are returned for a refund. To return for a refund, please log your order number and email address here and you'll be able to obtain a returns label: ********************************************************************
  
  Be sure to collect a postage receipt when you return the parcel and keep it safe until you have received all of your refunds. If you haven't received your refunds after 29 days, just send a photo of your receipt and we can process the refund manually for you.
   
  Thanks again for shopping with us and I hope we see you again soon, have a lovely weekend. - Jack
  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order #***-0466344-3861442 and immediately when I received my receipt, I noticed my old address was noted as ship to. I called immediately (not even 5 minutes) and was told that once the order goes through, they can't change it. I asked to cancel it then and I would re-order. I spent a long time going back and forth with PLT customer service (if you want to call it that) explaining that I no longer live at that address, have no access to it, and don't know who lives there now. The agent was extremely rude and unhelpful. They kept suggesting that I drive to my old apartment 100 or more miles round trip and try to talk to whomever lives there, retrieve the package and send it back. I asked if they understood how ridiculous a request that was to ask a woman to go tracking down a package at a stranger's house. I got no resolution. I disputed the charge with my bank and they issued a temp refund, but because of PLT's policies, they took the refund back. To add insult to injury I then received the tracking delivery confirmation that my package arrived at this stranger's door. I called the complex to see if they could retrieve it. They said the unit was vacant and someone must have taken the package. This is not fair that I have to be out $110 because of a backwards cancellation policy. I want to be refunded for my purchase that I did not receive and or issued a credit of the same value so that I can re-order. This company has a number of complaints regarding this same type of issue, and it is unfortunate that plus sized shoppers are relegated to these uncaring companies that feel that it is ok to take consumers hard earned money.

  Business response

  06/26/2024

  Hello ******,

  My name is ******** and I am from the Group Escalations team here at PLT and I'm reaching out in regards to the complaint left on BBB for the order which you have advised was sent out to an old address and you have not received.

  Please note it does state on our website that once an order has been placed we cannot change the address as the order and details are locked in right away, this is due to ensure parcels get sent out on time and can be seen in our FAQ section on here: *****************************************************.

  I can see with the contact you have had at the time of purchase it was advised for you to reach out to the courier and to request a return to sender however this is not guarantee and if delivered, with the parcel being delivered to the address the parcel would need to be collected or arranged to be forwarded to your new address. 

  In terms of the disputed delivery, no further action is going to be carried out in regards to this we do have a window of 28 days to process a claim from the date the parcel was delivered which is showing to be the 19th of February 2024, this is noted within our T's and C's under section 7 Delivery, Subsection 7: ****************************************

  To prevent any orders from being sent to your old address, I would urge you to remove the address from the app and the website when logged in, also if you have the auto fill option on your device, please remove the address from there as well to prevent instances like this from happening again. 

  If you have any further questions please don't hesitate to reach back out to our customer service team and take care. 

  Thanks

  ********

   

   

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase from Pretty Little Thing Order Number: 524-1522903-1162710 and it was delivered with this tracking number **********************. The tracking shows delivered however the package was never received. I have made 20+ attempts to chat with a representative and they disconnect me. I have reached out to PLT via social media and no response has been received. I have attempted to reach them by email and received no response. I was only looking for a replacement for my items but now I am seeking a full refund.

  Business response

  06/08/2024

  Good morning Alaena 
  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'm sorry to hear your parcel has not been located. Having checked your conversations with our customer service team it looks like you entered a different shipping address to the one confirmed in your original message. 

  I understand this isn't ideal but we would ask that this is collected from the address you provided at checkout now this has been delivered.As we did deliver the parcel to the address you provided we have fulfilled our agreement for you and if you are wishing to receive the order we would ask that you collect this.

  Thank you and take care.
  

  -*****

  Group Escalations Team

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 5/26/24 I created an account during checkout so that if I needed to return the item I would get a free return. I have an account, and under my order history is said purchase of the item. I received the item and it is very large, so Im trying to return the item and get the free return. The company keeps telling me that my order was checked out under guest. They are not helping me further. How is that possible when my order is literally under my account? PLT is an actual scammer only out to profit off of their shipping costs. Its a pathetic predatory company and this is exemplified through their customer support team. I sent a screenshot on 6/3/24 showing the order under my account. No response- SCAM. So how is it possible its under a Guest? Right, thats not possible. Order # ***-1478212-8866381. Most certainly they will respond with, this order was made under Guest with no further explanation as to how its under my account and also a guest order at the same time.

  Business response

  06/05/2024

  Hello *****,

  My name is ******** and I'm part of the escalation team here at ***, I'm reaching out in regards to the complaint left for the free returns. 

  When looking into this, I can confirm what the customer service team has advised is correct, due to the order being placed on a guest account, the return will not be free, I would love to change this for you however I cannot amend the order once it has been placed. 

  You will still be eligible for the first free return, all you will need to do is ensure to place a new order whilst logged to the *** website however please note, restrictions do apply as this promotion, the order will need to be the first order placed on a new account, if you have ordered through the account before, you will be required to pay the return charge. 

  Thanks

  ********

  Group Escalation Team

   

   

   

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $309.24 order on May 16, 2024.The first parcel delivered to me had 2 missing items which are the following: 1. Chocolate Stretch ***** Boned Corset Crop Top - $8.52 2. Light Blue Turn Up Hem Oversized Tie Waist Denim Romper - $25.75 My second parcel was never received to the shipper from Prettylittlething. The label was created 05/17/24 at 2:35 PM and ****** stated the parcel is "Not Yet Received." Therefore, the following items were never delivered to me:3. Shape White ***** Corset Crop Top - $16.64 4. Mid Blue Wash Foldover Waistband Extreme Wide Leg Denim Jeans SIZE 6 - $22.98 5. Khaki Drenched Printed Washed Loopback Sweatpants - $19.02 6. Dark Khaki Stretch ***** Boned Corset Crop Top - $8.72 7. PRETTYLITTLETHING Light Blue Wash High Rise Straight Leg Jeans SIZE 6 - $15.85 TOTAL amount to be refunded due to not being received = $117.48 I've been reaching out to Prettylittlething since the intended delivery date of May 22, 2024. I also followed up on May 23, 2024 and May 24, 2024.Prettylittlething told me "If your parcel hasnt arrived by 27th of May please get in touch with us on the 28th of May so we can fix this for you." I reached out to them as directed since I did not receive the package. They then replied "If your parcel hasnt arrived by 29th of May please get in touch with us on the 30th of May so we can fix this for you." I still did not receive the package.I told them on May 30, *************************** pushing this off any further. It's been 12 days since the expected delivery date of May 22, 2024. They said they still "need time to investigate." I asked how much time do you need, and it's been 4 days and no reply. They've had plenty of time to investigate as I've been reaching out for 12 DAYS.Afterpay will not refund the money as they go through the merchant for refunds.This is fraudulent activity and they are withholding my money without sending me the product. I am demanding a refund from the company.

  Business response

  06/04/2024

  Hello *****,
  
  My name is **** and I am from the Group Escalations team here at PrettyLittleThing, where we deal with all escalated and BBB queries. I appreciate you bringing this matter to my attention and I am sorry to hear you've yet to receive the 2nd parcel to your order, as well as missing 2 items from your 1st parcel.
  
  Having checked our systems, I can see you had contacted our customer services team on the 30th of May requesting an update on the timescale advised by the team however for some reason, this wasn't given to an advisor to answer. I will be sure to raise this with our IT team to prevent this from happening again and I can see the 2 emails last sent on the 3rd of June which have yet to be answered. We do have a 24 hour response time via emails and as you are now in touch with us via BBB, those emails will be marked as a duplicate contact and will not be responded to.
  
  When an order/parcel doesn't arrive when expected, there is a certain timescale we must allow for the courier to resolve any issues they are experiencing with the parcel, to resolve them and carry out delivery as planned. This is why you were advised to allow longer for the 2nd parcel to your order to arrive and for a resolution on the 2 items missing from your 1st parcel, as it was possible the items were inside the 2nd.
  
  Our terms and conditions also state that we have up to 30 days to action delivery on an order and upon placing your order with us, you have agreed to this timescale and any timescales advised by our customer services team within the stated 30 days. We are not withholding your money nor are we committing fraud. You can see this on site here: *************************************************;
  
  As you have waited the necessary timescales provided and the tracking for your 2nd parcel still hasn't updated, this would mean the parcel has been misplaced whilst in transit. As requested, I have gone ahead and issued a refund for the items listed below -
  
  Chocolate Stretch ***** Boned Corset Crop Top
  Light Blue Turn Up Hem Oversized Tie Waist Denim Playsuit
  Shape White ***** Corset Crop Top
  Mid Blue Wash Foldover Waistband Extreme Wide Leg Denim Jeans
  Khaki Drenched Printed Washed Loopback Joggers
  Dark Khaki Stretch ***** Boned Corset Crop Top
  PRETTYLITTLETHING Light Blue Wash High Rise Straight Leg Jeans
  
  By no later than the 6th of June, your invoice with AfterPay will update to show the amount of $158.64 going through for you and they will contact you further via email, to advise on this having been updated. They will also advise if any installments already paid towards the invoice, will be due back to your bank account and so be sure to keep an eye out in your spam & junk mail boxes for this.
  
  Rest assured, your feedback regarding the service provided will be forwarded over to the relevant teams and as a gesture of goodwill for your experience, I have sent over a $10.00 gift voucher to your email address in the hopes you can use this towards your next order with us. Your new voucher will come through to your inbox shortly, be sure to keep an eye out in your spam & junk mail boxes for this, in case the voucher does transfer into there. Everything you need to know about your voucher regarding the expiry date and how to use this will be within the voucher email, please make sure to keep this safe until used.

  
  Wishing you all the best, take care!
  
  ******
  Group Escalations Team

  Customer response

  06/04/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was supposed to receive a confirmation of refund from this company and a refund . I dont have any proof of refund in my email and the bank is not showing anything processed . Im trying to contact them and now all of sudden i cant get in touch with anyone . I want my refund asap . i was told 3-5 business days now it says something different im just wanting confirmation and proof that it will be going back to my account .

  Business response

  05/31/2024

  Hello,

  My name is ******** and I'm part of PLT's escalation team where we help with cases and complaint, I am sorry to hear you're still waiting for a refund to come through for the order 524-1476467-4333116.

  When looking into your order, I can see the refund was only requested to be put through yesterday the 30th of May and is pending, this can normally take 2-3 days to clear to be sent back to you. Once the refund has been cleared to be sent back to you, a refund confirmation will be emailed over advising the amount which has been issued back, from this email being sent, it should take no longer than 5 working days for the refund to appear back in your bank account. 

  If you're still waiting for the refund confirmation email to come through after the 3rd of June, please reach back out to our customer service team so we can look into the refund status further for you. 

  Thanks

   ********

  Group Escalation Team
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duplicate online order was placed on 4/11/2024 and I immediately contacted customer service to cancel the order. Their response was that once an order was placed, they cannot cancel it, as the order is immediately processed in their warehouse. They informed that I would have to receive the order and ship it back for a refund. I did as they asked and sent the item back and requested a full refund including shipping. They only sent a partial refund stating that I'm responsible for shipping and re-stocking fees. I should not be liable for that cost as I immediately tried to stop the order. This whole transaction is completely unreasonable and has been an absolute nightmare. They still owe me *****.

  Business response

  05/28/2024

  Ref: 524-1024938-8945553
  
  Hello *******,
  
  My name is ***** and I work in the Group Escalations Team here at Pretty Little Thing. Thank you for raising your complaint with BBB and bringing this to my attention.
  
  I am sorry to hear you placed a dulplicate order back on April 11th. I fully appreciate that accidents do happen, however as much as we understand that this can occur we are unable to cancel an order once this has been placed due to the fast pace of our warehouse. 
  
  
  As such the information provided by our **************** team on this occasion, has been correct that you can either refuse delivery or accept the delivery and return for refund. 
  
  I can see your return has reached us and a refund of $33.50 was issued to you on May 11th back to your PayPal under transaction ID: *****************
  
  As your order was delivered to you there is no refund due on shipping charges on this occasion. Furthermore, we do have a small fee in place for returns to cover the costs of return postage and as a return has been made on your order again there is no refund due for the charges on this occasion.
  
  I appreciate that this may not be the outcome you had hoped for and do hope you can understand our decision.
  
  Thank you
  *****
  Group Escalations Team

  Customer response

  05/28/2024

   
  Complaint: 21766826
  
  I am rejecting this response because the company should have stopped the order. They should have a process established for accidental orders. Especially attempting to cancel within minutes after the order was placed. The way theyre doing business is unethical. They wanted to deliver their product in hopes that the consumer keeps the item and drops the complaint.  
  
  Sincerely,
  
  ***************************

  Business response

  05/29/2024

  Hello *******, 

  Whilst I appreciate you have rejected our response, this doesn't change the fact that our terms and conditions physically state that once an order has been placed, we're unable to cancel it or make any amendments. 

  Upon placing the order with us, you have agreed to the understanding of those terms and here they are on site for you to view: *************************************************;

  A refund will not be issued for the shipping fee, as we have carried out the delivery of the order as per the contract entered into and a refund will not be issued for the returns fee, as it is stated in our returns policy that one would be charged and that it is not refundable. 

  This will be our final response on the matter, as we have advised on all that is necessary regarding your case. 

  Take care, 

  ******

  Group Escalations Team

   

   

  Customer response

  05/29/2024

   
  Complaint: 21766826
  
  I am rejecting this response because this is a terrible business practice and Im confident this is a re-occurring problem that needs to be fixed on your business end. Im not accepting these charges and will continue the claim dispute. 

  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 1 single item on May 10th from Pretty Little Thing for a trip Im going on the first weekend of June. The delivery day was estimated to be May 15/16. On May 15, the package stalled and Fed Ex tracking reported it was delayed in transit. I called ***** on Monday May 20th to question when my package would arrive. The customer service representative reported that the package is permanently undeliverable because it had been damaged in transit, and it would no longer be delivered to me. I reported this to PrettyLittleThing, saying I would like them to send me a replacement because I wont be getting my item anymore, ***** had told me this information over the phone. They responded saying I need to wait until JUNE 1ST to receive my package. Give the package time to get to you - even though ***** said it was never going to reach me! There were multiple more texts exchanged between me and PLT customer service, all of them saying the same thing, that I needed to wait until June 1st to get my package and they would not process a refund or replacement until then. Today, May 23, I called ***** and asked them to update the tracking info to reflect the undeliverable status but they cant. They told me to have PLT call them to confirm my package wont arrive so my replacement can be sent. PLT is CONTINUING to refuse to send me a replacement or call ***** about the status of my package. I have disputed the transaction with PLT with my bank in order to get my money back, but I think this is an absolutely shameful and disgusting way to treat a customer. I should not be having to go through this much trouble to receive an item I paid for.

  Business response

  05/24/2024

  Hello *******, I hope you are well. 
  
  My name is ****** and I work on the Escalations Team here at Pretty Little Thing where we deal with all BBB issues and escalated queries. I'm sorry to hear your order is not yet with you however, I will be happy to help advise on why this has been advised so far.

  Please note your parcel may arrive before this date, this is just the latest date before we can deem the parcel lost in anyway and issue you with a resend or process a refund for you. We are unable to cancel or refund the order now as this can still be located in the couriers network and delivered to you. This timeframe allows us to launch an investigation with the courier as a priority for you as to why your items were not delivered in the timeframe you chose. 

  I have issued a full delivery charge refund for you as an apology and this will hit your payment method within 5 working days.

  Kind regards and thank you for your patience so far in this,

  Millie 

  
  

  Customer response

  05/24/2024

   
  Complaint: 21754669
  
  I am rejecting this response because:
  It appears as if no one is actually reading my messages. ***** can confirm the package WILL NOT be delivered to me. Waiting is not going make my package appear in my mailbox. I request a FULL refund, not just the shipping refund your company has provided me. The item is not and never will be in my possession. I am done contacting ***** and I request that YOU contact ***** to confirm the information I have been repeatedly explaining to you.

  Sincerely,
  
  *********************************

  Business response

  05/25/2024

  Thank you for coming back to **, I am sorry that you have not received your order.

  I can see we have raised investigation with the courier on the whereabouts of your order and in line with our contracts with them we do need to allow them time for response and update to your tracking. As such we need to give them until June 1st for response and update.

  At that time, should you not be in receipt of your order or an update on your tracking then please do get back to us and we will absolutely issue your refund right away.

  Thank you

  ***** Group Escalations Team

  Customer response

  06/02/2024

   
  Complaint: 21754669
  
  I am rejecting this response because:
  
  it is now June 2nd and to my knowledge you **** not issued a refund to me. My package, as suspected and proven already, never arrived. I would appreciate if you would return my money. Thanks. 
  
  Sincerely,
  
  *********************************

  Business response

  06/04/2024

  Hi *******, thank you for your patience
  I can see there has been no update with your tracking since May 15th, and as such we can now deem the parcel as lost in transit and issue your refund.

  $34.63 has now been refunded and will update in your ApplePay account no later than June 11th.

  Please rest assured that we remain committed to the best possible service for our customers, do not hesitate to reach out again in the future should you need assistance and we will be happy to help.

  Have a lovely day and take care.

  -*****

  Group Escalations Team
  

  Customer response

  06/04/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 8th I placed an order with Pretty Little Thing. The order was supposed to be delivered on 5/11/2024. Upon tracking the order, it kept stating that my order was delayed. I then contacted the shipping company and pretty little thing in regard to my order. When they got back to me they stated that records had shown that the order was marked delivered but I hadn't received my order. I checked all the other apartment buildings and asked my neighbors and there was no package. Because the order says marked delivered pretty little thing is refusing to reship my items and or give me a refund. The shipping company didn't leave any proof of delivery photo to show proof that the items were delivered to the correct address at the stated time. It stated that my items were delivered 5/18/2024. And again, there was no package at my door.

  Business response

  05/20/2024

  Hi ********

  Thank you for getting in touch, I'm sorry to hear this order hasn't been received.

  I've had a look and can see that our customer service team did not refuse to help or issue a refund/resend on this order at any stage. Following your agreement for us to investigate this claim with the courier, the order has already been resent by them. Please keep an eye on your inbox, spam and junk folder for the new tracking email which will be sent once the parcel has left our warehouse.

   

  Thanks - ****

  Customer response

  05/20/2024

   
  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.
  
  Sincerely,
  
  *********************************

*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. ↩