ComplaintsforPrettyLittleThing

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order July 31 and it was never delivered. I have left messages on their ******** page and sent emails, all which are being ignored. I have been scammed. This business should not be authorized to do business in the *** with these practices.

  Business response

  08/18/2024

  Hello *****,

  Thanks for reaching out, my name is ******** and I'm part of the escalation team here at PLT, I am sorry to hear you're still waiting on your order and you have not heard back from us. I can see we have sent over a response to you on the 15th of August to your ******** message. 

  Two parcels are showing to be sent out for this order, one showing as delivered on the 5th of August and the second is showing it could be caught in a delay, for the parcel showing as delivered please can I ask you to check with household members to see if they have accepted/located this parcel for you, if not please can you check around the safe places in which your parcel may of been left around your address.
  
  With the second parcel seemingly looking to be caught in a transit delay, we'll need to allow until the 23rd of August for this to track or update, if there's no update by then we can look into processing a refund for you for the items included within that parcel.

  If you have any further questions, please don't hesitate to reach back out on the ******** messenger opened. 

  Thanks

  ********

   

  Customer response

  08/23/2024

   
  Complaint: 22158486
  
  I am rejecting this response because: it is August 23 and I still do not have the things I have ordered. Its been three weeks. The reply on ******** keeps setting a new date. Once again Im asking for a full refund  

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

  Business response

  09/05/2024

  Hi

  Thanks for your reply.

  I can see our customer service team have not refunded the following items from order for you:

  1 of Plus Black Towelling Shirt Playsuit CND4957/4/100
  1 of PRETTYLITTLETHING Plus Chocolate Oversized Fit Slogan Printed Hoodie CNE5424/197/100
  1 of PRETTYLITTLETHING Plus Chocolate Slogan Print Joggers CNE5423/197/62
  1 of Plus Black Ruched Cup Strappy Wide Leg Jumpsuit CMS2359/4/62
  1 of Plus Cream Cuffed Joggers CNG1083/14/62
  1 of Plus Oatmeal Half Zip Sweater Dress CNG1280/281/62
  1 of Plus Cream Half Zip Sweater CNG1090/14/100

  The $107.98 was processed on 31st August and this is due to reach your account no later than 7th September.

  I'm sorry we couldn't get the parcel to you on this occasion but this is something we will investigate with the couriers to ensure this never happens again.

  Thanks, take care for now. - Jack

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 12 items of clothes from pretty little thing on August 9th. It came in 2 parcels like it said. However the second parcel was missing 10 items. The bag had been torn when it was delivered. I tried contacting pretty little thing and they said they would look at their footage and never got back to me. They just stopped respond. They never even told me weather or not they had packed the clothes. Regardless I have not received the clothes and I have not gotten a refund for the clothes I am missing. I spent over 125$. What can I do? My order number is 524-2203453-7660148

  Business response

  08/28/2024

  Hi *******, hope you are well. 

  My name is ******* and I am part of the Pretty Little Things Escalations Team. Thank you so much for reaching out to us and for making us aware about the issue you have had with your recent order. 

  First of all, I am sorry to hear you were missing 10 items from your order and that you have received any further response from our customer service team with regards to this matter. Please rest assured that you have done the right thing letting me know about this and all your feedback has been taken on board.

  I have had a look into your order and I can see the 10 items you were missing were either resent or refunded depending on stock on the 19th August. I can confirm the resent items are showing as delivered on the 21st August, you can see this via the link here: ********************************************************************************************

  With regards to the items you have been refunded for, the refund should of have hit your bank account by the 26th August. Please can you check your statements for the dates 19th August 26th August and the 7th August when your order was placed, as sometimes refunds may show on that date.

  Please note, if you feel this has still not been resolved,please reply to this message and we will certainly assist you further.  

  Take care - ************;  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original purchase: 15 items. Returned (within allowed window) items: 13. This unscrupulous, deceitful and thieving company acknowledged receipt of only 5 items, 3 weeks after the return was shown as received by them. The items returned were entirely new, unworn, in their original packaging and neatly returned to them. They owe me receipt of 13 items, not 5 and subsequent refund of my entire return. I understand the company has sustained significant net losses over the past year which they attribute to technical improvements, however, it appears their way of recouping costs is to attempt to take advantage of one-off customers (as I will never make another purchase from them or their sister company) by lying about return shipping charges, denying receipt of returned items and selling poorly constructed clothes.

  Business response

  08/16/2024

  Good afternoon Mellissa 
  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 refund was not issued in full originally. I can see you have been in touch with our customer service team today (Aug 16th) and they have refunded the remaining items for you;

  Tall Taupe Button Up Detail Sweatshirt // $7.89
  Tall Washed Black Mid Rise Straight Leg Denim Jeans // $19.82
  Tall Dark Blue Jeans With Asymmetrical Buckle // $7.65
  Tall Black Tie Front Cargo Trouser // $22.07
  Tall Olive ****** Oversized Cuff Detail Shirt // $21.63

  This will update in your Klarna account over the next 48 hours or so.
  

  Thank you for your patience and have a lovely afternoon.
  

  -*****
  Group Escalations Team

  Customer response

  08/16/2024

   
  Complaint: 22150451
  
  I am rejecting this response because:

  Theres a total of 11 items returned. Your list combined with the original email (confirmation of return) only totals 10. Pleases provide a complete list of the items to be refunded; all 11. 
  

  I will not close the complaint until you also respond to ******, confirming receipt of this 3 week old return and the proper amount.

   

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

  Business response

  08/17/2024

  Hi *************;

  I can confirm the 11 items logged as being returned have been refunded. These are as follows:

  Tall Taupe Straight Leg Joggers
  $9.47 Refunded
  
  Tall Taupe Button Up Detail Sweatshirt
  $7.89 Refunded
  
  Tall Khaki Button Up Oversized Blazer
  $11.71 Refunded
  
  Tall Black Straight Leg Peach Skin Trousers
  $18.24 Refunded
  
  Tall Indigo Vintage Wash Zip Detail Mid Rise Straight Leg Jeans
  $10.59 Refunded
  
  Tall Washed Black Mid Rise Straight Leg Denim Jeans
  $19.82 Refunded
  
  Tall Dark Blue Jeans With Asymmetrical Buckle
  $7.66 Refunded
  
  Tall Black Tie Front Cargo Trouser
  $22.08 Refunded
  
  Tall Olive ****** High Waisted Wide Leg Trousers
  $18.24 Refunded
  
  Tall Light Blue Wash Zip Detail Mid Rise Straight Leg Jeans
  $22.34 Refunded
  
  Tall Olive ****** Oversized Cuff Detail Shirt
  $21.63 Refunded

  Please refer to your Klarna invoice for an update on the order balance following these refunds being issued.

  Thanks - ****

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered multiple items and the order (524-2176235-2688333) was dispatched and mailed on Monday August 5, 2024. Order was received in a timely manner but I noticed a major sizing issue with a pair of shoes. Over a few days I sent numerous chat messages and ******** messenger messages to customer service at ********************. I was told this was the only way to reach customer service and that they do not accept phone calls. The shoe is approximately 3 sizes too large and was told I would have to ship it back at my own expense even though the shipping cost is more than the cost of the item. I feel this is the way they force customers to loose money because they would not even promise to refund shipping if the item was found defective once it was received by them. I sent pictures multiple times and was told it was the correct size. Although I made if clear I'm very aware of the size of my own food and the sizing was mismarked. I wasted 3 hours for something that could have been a simple refund they could have given for their own mistake. I also shouldn't have to wait 29 days for a refund either especially with the item clearly being the wrong size.

  Business response

  08/12/2024

  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.

  Looking at the order, I can see a size UK 4 was ordered for the Gold Padded Strap Stitch Detail Zip Sandals which does translate to a US 6:

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

  As you have received the size 6 shoes, it means that the correct item has been sent to you on this occasion. If the shoes do not fit, then this is not something PrettyLittleThing can be held responsible for as it is a sizing issue and it would be your responsibility in covering the cost of the return on this occasion.

  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 day

   

  Customer response

  08/12/2024

   
  Complaint: 22125408
  
  I am rejecting this response because: the shoe is the incorrect size. Although the box and shoe says six the sizing is incorrect as shown in the picture. This shoe is approximately a US 9 and I will not pay for shipping that will not be refunded as that is even more of a waste of funds. 
  
  Sincerely,
  
  ***********************

  Business response

  08/17/2024

  Hi Lia

  I'm sorry this shoe did not fit as expected, however, as there are other items on this order and other items are also being returned, we will not be able to offer a refund on the postage charge or a free return on this occasion. The return fee is lower than what would be paid to post the items to us at your own cost and the label provided ensures the items are sent to the correct warehouse and can be processed by our returns team quickly. As we are a UK based company, although refunds are usually processed much sooner, we do ask to allow 29 days for any return sent to reach us and be processed by our returns team. Once the shoes have been sent, our returns team will ensure they are refunded for you as soon as possible. If a refund hasn't been received after this time, please let us know and we'll get this sorted for you.

  Thanks - ****

  Customer response

  08/30/2024

   
  Complaint: 22125408
  
  I am rejecting this response because the shoe is defective therefore there is no reason I should be responsible for the cost of the return. Why would I pay to return an item at when the shipping cost is more than the item itself? The item has been shipped and I would like for someone to confirm that the shoe is mis-sized and that is in no error of mine. The numerous responses have failed to address the sizing error which should be the responsibility of the company not the consumer. If the company does business with the US than they should be willing to rectify their own mistakes if that includes shipping costs.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned items in which PLT received on August 2, 2024. I did not receive a refund for these items and when I contacted the merchant they said that it would take a month until I was refunded. When the items were returned, the merchant sent me an email and said that my refund would be issued by August 11th. I have no received a refund for the returned items.

  Business response

  08/12/2024

  Good morning ********
  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 refund has not reached you yet! I can confirm your refund was issued Aug 2nd, however it has failed to reach your PayPal account. This usually happens if there is an open dispute within PayPal.

  Please can you confirm if there is a dispute open? And if so, please close this so your refund can be reissued.
  

  If you let us know once it has been closed, I will pass this on to our Admin Team to action.
  

  Thank you and speak soon!
  

  -*****
  Group Escalations Team

  Customer response

  08/12/2024

  Dear PayPal,

   

  All of my account were restored and anything disrupting my refund were resolved my account should be able to receive the refund now.

  Thank you,

   Victoria 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  PLT failed to complete my order and has refused to refund my money. I have attached the emails.

  Business response

  08/10/2024

  Good afternoon ****
  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 ben ******** I fully appreciate this is not ideal for you.
  
  We have an agreed timeframe with our couriers to allow them to locate a parcel that hasnt updated in a while. This gives them time to find your parcel, assess what has happened and get this delivered to you as quick as possible.
  
  I can see our customer service team have advised you of this, and asked to allow until Aug 10th. Having checked your tracking, there has been no further updates, and so we can now deem this as lost in transit.
  
  A refund of $42.99 will reach your PayPal account over the next 48 hours.
  
  Thank you for your patience and have a lovely day.

  
  -*****
  Group Escalations Team

  Customer response

  08/10/2024

   
  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,
  
  Mayo Az

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two dresses from prettylittlething company on August 2nd 2024. I received the first dress and it was the correct item, then I received the second item and it was not what I ordered. I have been trying to get ahold of this company by email, text, ********* instagram, and even ******** They do not have a phone number. I am so disappointed. I want a refund from this company. I have all of the proof.

  Business response

  08/09/2024

  Hello Sydney, 
  
  My name is **** and I am from the Group Escalations team here at PrettyLittleThing, where we deal with all escalated and BBB queries. I am sorry to hear one of your dresses is incorrect and I am more than happy to advise you further.
  
  All of our contact information can be found on site here: ************************************************ nd it advises that we do not have a telephone number for our customers to call, which our customers can see prior to placing their orders. 
  
  Having checked our systems, I can see our customer services team have indeed responded to you and your attempts to reach out for assistance, where they have advised on a resolution to the matter. They have asked that the dress is returned back to us at your earliest convenience using our returns portal on site and once posted, to send through your returns postage receipt and they can help with processing your refund. 
  
  I can see you have since been able to log your return on site just fine and all that's left to do now, is to post off your return. Once posted, please reach out to our customer services team again with a copy of your returns postage receipt and they can assist with your refund from there. 
  
  Take care,
  
  ******
  Group Escalations Team
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used ****** to order in PLT and even though I put in the right address manually ****** ended up changing it while I was checking the order out through them. As soon as I saw that I contacted PLT to be informed them the address was wrong. They informed me that they cannot change anything about the order since the order is already placed. Im not sure who manages those things but its pretty easy to go into an order by its account and make adjustments. Anyway, I said thats fine as it is an old address and they told me to just go collect it there after its been delivered. I was delivered July 24 but it was stolen off the porch. I opened a case with ***** and they told me I will have to contact PLT as they will have to take care of next steps. PLT blamed me for the stolen package and is refusing to refund me. I am not sure how I am responsible as I did what was asked and went to collect the package after it was delivered. When I informed them initially its the wrong address they still had not even started to process my order, it took them another business day to process it so they could have gone in their system and changed the address. This just reflects poorly on the company to also blame the customer after I did what was asked by them which is go collect it from the address provided.

  Business response

  08/08/2024

  Good morning
  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.

  Im sorry to hear there has been issue with your recent delivery.

  So I can look into this fully, please can you confirm the order number?

  Speak soon.

  -*****
  Group Escalations Team
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They lied about the sizing on their website; they sent me the incorrect size and are trying to tell me it is the equivalent to the size i ordered which is a lie. I ordered the Tank in a size 10 which is listed as a Large. PLT sent me a size 14, which is listed as a size XL on their site. They are telling me that they sent me the UK equivalent to US sizing but this is false. Their website does not have the sizing listed as US to **, the sizing is listed as 6-8 Medium, ***** Large, *****, X-Large. They then told me I have to send the shirt back which could take over 30 days to process for a refund. The correct step to take wouldve been them sending me the correct sizing and not trying to gaslight the customer that they were sent the correct size then that is not true.

  Business response

  08/17/2024

  Hello,

   

  Thanks for reaching out in regards to the size received, I can see what you have been informed about the sizes is correct, with us being a UK company some items do still come UK sized and a UK size 14 is the same as a size US 10.

  If you feel that this is still incorrect, please check the size stitched into the item, this should show as a UK size 14, US size and a EUR 38, if this is different please do get back in touch with our customer service team providing a picture of the label with the item visible on the picture. 

  You are of course more than welcome to return the item back to us however this will need to be line with our return policy, it can take up to 29 days for a return to be received, processed and refunded by our warehouse, we will need to allow this time-frame for a refund to be issued.

  In regards to resending the item upon the return we can look into this however you will likely receive the item showing a UK 14 again. 

  Thanks

  ********

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is the absolute worst UK company to order from. On their website the item clearly was listed in the sizing of 6-8(Medium), 10(Large), then 12-14(XLarge). Well i ordered a top in the sizing 10(Large) and they sent me the shirt in the size 14(X-large). They are refusing to accept blame here and instead gaslighting me into thinking they sent me the correct size. I am a frequent buyer and obviously can tell the fit of a Large or X-Large, especially 2 sizes bigger. They refused to send me the correct sizing and instead suggested multiple times that I return the item however it can take up to 30+ days for the return to process. They are lying and taking advantage of their customers. Customs and ******************** need to investigate.

  Business response

  08/06/2024

  Good afternoon
  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.

   

  Im sorry to hear you feel you have been sent the wrong sized item. So I can look into this further, please can you confirm your order number and email address linked to the account?

  If you can also send over a photo of the shirt, showing the sizing label, that would be great!
  

   

  Thank you and speak soon.

  *****

  Group Escalations Team

*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. ↩