17 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Carly F
1 star08/29/2024
The customer service I experienced was absolutely dreadful. I received a pair of boots that had an unbearable chemical plastic smell, causing headaches and a rash on my legs. When I reported the issue, the company issued me a gift card and told me I could return the boots for a refund, with return shipping costs reimbursed via ****** (as I am an international customer). However, after using the gift card, I was informed that I wouldnt receive a refund for the returned boots. Despite being assured of a refund, I have yet to receive the promised ****** reimbursement for shipping or any refund for the boots. I will not be purchasing from this company again and will advise others to avoid this untrustworthy business.Review from Sandra G
1 star05/14/2024
*****************. BEWARE IF YOU USE A GIFT CARD ON THEIR SITE. Princess Polly fails to advise you that if you use a gift card and your credit card on a purchase, if you return an item it will go to the gift card FIRST then to your actual MONEY. It is not disclosed anywhere on their website, and their support team does nothing to be transparent about the issue. ****** at **************** was rude, not polite at all with the given feedback. They issued my refund after I showed PROOF that it is not listed anywhere beside some question forum that SHE sent to me that wasn't even on their actual website. So with that being said, BEWARE if you use two payment methods. ALSO their Returns are not free unless you accept the refund in form of a GIFT CARD, way to scam you back into shopping with them.Review from Alice H
1 star04/30/2024
Used to be good place to shop then it all went downhill recently. My sister and I have ordered from Princess Polly for a few years now but this is referencing my order on April 18, 2024 through TikTok shop. My order number ending in ******. My packaged was marked delivered but the carrier never even stopped by my buildingthe photo of the delivery was not even in my building and the package was not even visible on the photoit was a general photo of a mailroom. I originally reached out via support on the day after it was marked delivered and was not given a response until days after where I was told it was going to be escalated I also reached out via their TikTok support line and was told to wait five days until delivery. I waited for two days and was given the generic response of we cant help you contact the carrier. I contacted the carrier and was told to contact the shipper so I contacted them again yet Ive been continuously been given the run around. Come to find out they claim that I made a previous order which is completely false as I have never ordered from princess Polly before as this is the first time I personally made an ordermy sister usually uses her account to order our packages together. *** currently reached out to the order platform to resolve this issue as princess Polly support continues to be extremely rude and unhelpful. AVOID at all costs.Review from Carli S
1 star09/20/2023
****************** who lies to not be held accountable for their wrongs. I ordered from this company and chose 2-day expedited shipping. My order on day 4 is still sitting in their warehouse and has not been picked up by ****** The customer service rep tried to tell me its because ***** is experiencing delays. I spoke with ***** who assured me they are not having delays and that they had not even received my package to ship it. I have contacted Princess Polly numerous times since asking for updates or a reason why it is just sitting in their warehouse and I have not gotten one response. Truly Im annoyed and feel like their customer service is awful and the company entirely is unreliable. Shop at pretty little thing or another similar site where it is reliable.Princess Polly USA Response
10/02/2023
RE: Better Business Bureau ID: ******
Thank you for your letter and partnership informing us of the customer review submitted on 9/20/23 assigned ID: ******
On 9/19/23 the customer reached out to us regarding the shipping for their order. Their order was placed at 8pm on Friday 9/15/23 with 2 day shipping. As stated on our website, orders placed after 2pm PST or over the weekend will be processed and shipped the next business day.The order was declared lost in transit by the carrier and the customer was refunded on 9/25/23.
Review from Bailey J
1 star09/12/2023
This is the worst company to buy anything from. Everything on their website is engineered to break within a month. I bought a cat fountain from them and ended up having to replace every single component in it within a month. They sell every part separately, even the parts that seem like they should go together. For example, I spent $45 on a new water pump for my cat fountain, and when it arrived it was missing a vital part - a suction cup that connects it to the lid. Unbeknownst to me, they had made it so you had to order that part as a separate replacement (what a money grab!). So it cost me an additional $13 and I have to wait 2 months for a little suction cup to come in the mail and then I MIGHT have a working fountain if Im lucky.Review from TJ J
1 star05/28/2023
Awful customer service. If you recieve defective items, it doesn't matter how many pictures you upload and send in; they pretend like they can't see, and spend company time arguing back and forth, instead of refunding the return shipping fee. They can answer to ***** Fools.Clothes are also very much fast fashion, junk quality, at high prices.Review from Jocelyn B
1 star04/27/2023
I used happy returns to send back my items on 4/13 for a refund of $198 or so. Using the happy returns method, your refund is supposed to be initiated within 24 hours if not sooner. My refund had not shown up within a few days so I contacted Princess Polly and this is where I learned that they do not speak with people over the phone and they only use email and SMS text for customer service requestsnot cool. Upon showing the chat person proof of the happy returns email showing I had mailed back the return items, she initiated my refund. I was then emailed a gift card for my refund amount. When I asked her about this since I preferred a refund and not a gift card, she said that the gift card would be disabled (it was) and that PayPal was experiencing outages and that my refund should be showing on PayPal within 24 hours. She told me to reach back out if not. I reached back out and sure enough I was given another run around answer, saying that I should reach back out to princess Polly if my refund has still not showing up in 7 to ** days. Well 4/27/23 was day #** and I reached out twice with no response or update about my refund. My Happy returns express code HRA4JF9P if needed. Order #US8195954Princess Polly USA Response
05/08/2023
RE: Better Business Bureau ID: ****** On 4/17/23 the customer reached out via SMS to the ********************************************* customer service team regarding an update on the status of her refund. At that time, Princess Polly was experiencing an outage with PayPal, which had been the customers original form of payment. This outage caused issues with refunds and payments. As a result of the outage, we were unable to systematically issue the refund. The customer was notified of this issue and that the refund would be issued as soon as the PayPal outage was resolved. Once the outage was resolved, the customer was refunded on 5/1/23.Review from Jess R
1 star01/19/2023
Beware before purchasing! I made a large order on 12/27 and according to the tracking, it was "Out for Delivery" on 12/29. The status remained the same for almost two weeks and the package never arrived. I contacted the site and they told me to wait until 1/13. At that point, I had already reached out to the carrier and after a day, the status magically changed to "Delivered." I have security cameras outside my house and I know for a fact that nothing was ever delivered. Now the site refuses to refund me! They claim that the carrier confirmed its arrival, and apparently that's the final word. After much back and forth, they finally offered a store credit. However, I don't think it's fair that I should be penalized for something that isn't my fault. I want to be refunded in my original form of payment and they refuse to do so. It was a large order and I don't want a store credit in that amount. After dealing with this, why would I want to place another order from them again??? Please be careful before you buy from this site. They don't care about their customers at all.Review from Lisa F
1 star01/02/2023
Horrible they do not stand behind their product. Bought $** faux leather pants they ripped on the seam and won't replace.I wore them 2 times. I sat down at a party and they tore at the seam it was so embarrassing. Never ordering from them again. They also only post the positive reviews they receive from people that leave reviews on their items so buyer beware!!Princess Polly USA Response
01/13/2023
On 1/1/23 the customer reached out via email to Princess Polly requesting a replacement for a pair of pants purchased on 9/5/22. The customer stated that the pants had ripped and provided a photo of the worn item. As the item had been purchased months earlier the original condition of the garment may have been compromised while in the customer's possession, and the damage was the result of wear and tear, not a manufacturing defect. As stated on our website, for product issues with orders placed over 60 days ago, further assistance is at the discretion of Princess Polly, so a refund or replacement was declined.Review from Sarah H
5 stars10/08/2021
Princess Polly offers the trendiest styles at good prices. Whenever I have had to return or had any order issues the customer service team has been able to assist me promptly, kindly and professionally. I recommend shopping Princess Polly to all of my friends! Keep up the good work!
Customer Review Rating
Average of 17 Customer Reviews
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