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:07/25/2025

  Type:Service or Repair 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 placed an order June 26th and have yet to receive the order. The tracking showed one attempt on July 5th which is a lie. No one came to my door or anything because I have cameras. Ive reached out to their customer service several times and they have literally made me wait 30 days to tell me to contact them again for a refund and nothing has been done nor will customer service even respond to me. This is crazy. I just want my money back.

  Business Response

  Date: 07/28/2025

  Hello,
  
  Thank you for raising your complaint through BBB to us today. My name is ***** and I work in the Group Escalations team here at *************** and will certainly look into this for you.
  
  Having checked your order, I can see that you have been in discussion with our ******************** team who have issued a full refund on your order. Your refund is being returned to your Afterpay account and should be with you by close of business today at the latest (July 28th)
  
  Kind regards,

  *****
  Group Escalations Team

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23652896
  
  I am rejecting this response because it shouldnt have taken me to submit a complaint to get quick resolution. No customer should have unanswered messages for days at a time. I pray that their customer service department is revamped with different processes. A customer should never wait 30 days to see if a shipment gets to them before your company decides to assist. This by far is the worst experience first shopping ever and then to issue a free code for shipping is ridiculous. As a business, you got to do better!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/21/2025

  Type:Product 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.

  I placed an order with PrettyLittleThing (PLT) on June 18, 2025, and received my package on June 27. I initiated a return through their online portal and shipped back six items on July 6. As of today, I have not received any refund. Its now been well over the expected return processing window. The lack of transparency and customer service is unacceptable. *** needs to be more accountable in handling returns and communicating with customers. I will not be ordering from this company again unless they improve their return and refund process.

  Business Response

  Date: 07/22/2025

  Hello *****, thank you for raising your complaint to us today using the BBB service. 
  
  My name is ***** and I work in the Group Complaints Team here at *************** and we deal with all escalated complaints including those sent to our CEO's. 
  
  I am sorry to hear you have not received confirmation for your recent return for your Pretty Little Thing order - 525-1694057-9358366. Having checked your order, I can see a return has been confirmed as received at our warehouse and with that a refund of $124.75 has been processed back to your Afterpay account. 
  
  If you are unable to locate your refund, I recommend reaching out to your payment provider so that they can further confirm this for you.
  
  Kind regards,
  *****
  Group Escalations Team

  Customer Answer

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/16/2025

  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.

  Hello, I have tried to reach out several times. I am an international customer and cannot get any help during my awake hours and only get delayed responses. I am trying to return my items that arrived later than they were supposed to due to my initial order being cancelled and refunded in the middle of the night. So I couldnt use any of them for my vacation and the return portal says they were expired. However, it has not been 28 days since the day I received them. Please help me process my returns as my 28 days is today for a few of them and I dont see myself getting any assistance before this window closes. 525-1601371-6502866 525-1607453-2140068 ********************* was used for the two orders above 525-1622340-7370742 525-1601987-7735514 525-1606737-6700424 ********************** was used for the three orders above I had to split them between emails as I was reaching a dollar limit for orders. I would like all items to be returned and to be refunded to the original payment.

  Business Response

  Date: 07/18/2025

  Hi there

  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.
  

  Firstly, I would like to apologise for the experience you have gone through with this order. I want to assure you that we will be thoroughly reviewing this case and the service you have received up until this point and any issues will be addressed internally.

  I have logged a return for all items from each order, and I have sent your QR codes to ******************************

  Please 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 15 days, just send a photo of your receipt and we can process the refund for you.
   
  Thanks again for shopping with us and I hope we see you again soon, have a lovely day - ****
  

• Initial Complaint

  Date:07/15/2025

  Type:Sales and Advertising 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.

  I made a rather large purchase with Pretty Little Thing on the 4th of June, purchasing 15 different items and spending a total of $250.79. I am a first time customer with this company and was very excited about my purchase however over half the clothes I bought ended up being too big on me. I have tried making an online return however the website consistently tells me that my order cannot be found even though I am typing in the number correctly and have had several people verify. I tried getting in contact with the business on their every platform to make this return happen. I am a college student and money is really important to me, every cent does count for me as I made clear in all my communication with this company. I didn't get a response on text or instagram direct. I emailed this company as well to help me with the return, got a response after two days and they once again stopped responding to me. Now I am officially out of the return window and I think this is entirely unfair. I don't want these clothes and would really appreciate a return and refund. Its really unfortunate this this is how the business treats their first time customers. I find it so alarming how hard it is to get in contact and get a response from this business, I would've loved to be a loyal customer to this brand had they even taken the time to acknowledge and respond to me.

  Business Response

  Date: 07/17/2025

  Hi Sanjana

  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.

  Firstly, I would like to apologise for the experience you have gone through with this order. I want to assure you that we will be thoroughly reviewing this case and the service you have received up until this point and any issues will be addressed internally.

  The order is outside of the timeframe now so this will be the reason why you may be seeing errors but I can see that you contact us well within the timeframe so don't worry about that on this occasion.]

  With this, please can you confirm which items you wish to return, a reason for each, and which courier you wish to use to return your items and we'll get this logged for you on this occasion?

  Thank you, speak soon - ****
  
  

  Customer Answer

  Date: 07/17/2025

   
  Hi,

  Thank you for the response. 

  I want to return:
  -White Cheesecloth contrast cami top: it was too tight  
  -chocolate ribbed contrast studio archives embroidered vest: didn't fit the way i wanted it to 
  -black textured jersey drawstring waist wide leg pant: way too big on me 
  -black floaty chiffon halterneck long top: too big
  -natural linen look floaty drawstring pants- too big 
  -burnt orange textured boatneck tie back top - too small 
  -blue pinstripe elasticated bendeau top- didn't like the style 
  -black cotton poplin a line low rise maxi skirt- too long 
  -black puff ball extreme crop top- didn't like the material 
  -apricot matte satin plisse puffball- extremely wrinkly 
  -white cotton poplin tie strap bralette- too big 
  In total: 11 products 

  My courier of preference is UPS.

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

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair 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.

  My package says it was delivered but the proof of delivery shows it was delivered to the wrong place and the package is no longer there, as it was stolen. I have reached out to *** customer service several times with zero responses. I am disappointed and frustrated, as the negligence of the delivery company they use caused my package to be stolen. There are clear signs in the area where the package was delivered that says where to deliver the package or to contact the tenant to come retrieve the package. They did not even attempt to do either.

  Business Response

  Date: 07/17/2025

  Hi Phylisia 

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

  I've checked the order and can see the customer service team have looked into this and fully refunded the order for you. The $47.99 will reach your account within the next 5-10 working days.

  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.

  Thank you - Jack 
  
  
  

• Initial Complaint

  Date:07/10/2025

  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 purchased from this company on June 27, and the expected delivery date of my items was 7/9 the delivery date has come and gone and I received no notification of delays or any communication from the company. When I recognized that my order would not be delivered on the arrival date I reached out to the company through all of the provided channels and there has still been no response or effort to help rectify and locate my order.

  Business Response

  Date: 07/13/2025

  Good morning Jasmine 
  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 didn't arrive as expected, and you feel there has been no reply from our customer service team.
  
  Our customer service team are currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
  
  I can see your parcel has been delivered on July 11th, and I do hope you love your items now they are with you.
  
  I fully appreciate a late parcel is far from ideal and I cant apologise enough that your order was delayed. We do work closely alongside our couriers to ensure deliveries are made on time, and we try to anticipate some potential delays (particularly during busy periods) however, unforeseen circumstances can arise to which we have no control over.
  
  All courier feedback is noted and discussed internally to see if we can improve our services for future deliveries.
  
  Thank you and take care.
  -*****
  Group Escalations Team
  

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair 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.

  *** has THEEEEEEE WORST CUSTOMER SERVICE EVER! on their website it states we can have expedited shipping in *******, however, every time you try to get the expedited shipping, it does not even give you the option to do so. it is just a standard shipping for 6 to 8 business days. The issue with that is I am travelling out of the country on the 14th, and I think it is just common courtesy to give customers the option to expedite their shipping. now the real issue is THERE IS NO WAY TO CONTACT THEM IN THE ***. WE ARE ONLY GIVEN AN AI ROBOT TO SPEAK TO. I NEED TO SPEAK TO A PERSON TO FIGURE OUT THIS AND COME TO A RESOLVE THANK YOU!!

  Business Response

  Date: 07/10/2025

  Dear ******, 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 you are left feeling this way however, I will be happy to help. 
  
  I can see our customer service team responded to you on 9th July regarding this matter. Please do allow the full timeframe shown at checkout for the delivery service chosen and all tracking links can be found in the dispatch email sent to you.

  Kind regards -Millie 

• Initial Complaint

  Date:07/06/2025

  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 recently lost my grandmother and had to buy clothes for to attend to the funeral. I purchased the next day obviously still distraught and ive lived in ****** for so long i had no idea my old address IN ******** was in the system. Before it even shipped i reached out. I actually reached out before they could even process the order it was IMMEDIATELY. I got no response for days. They waited until it was shipped and now delivered to even respond to me just to refuse a refund or ANY help like they have been! they added more stress to a already traumatic situation with no remorse and they ARE GOING AGAINST THEIR POLICY WHEN IT COMES TO DISPUTING SHIPPING I ADVISE NO ONE EVER SHOP HERE!

  Business Response

  Date: 07/08/2025

  Good morning, 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 you are left feeling this way after your recent loss however, I will be happy to advise.

  I am unable to pinpoint the order number however once an order has been made, we are unable to cancel or amend this as stated on our website for all customers: ***************************************************** ' Unfortunately we are unable to cancel or amend orders right now due to the speed we send your items out. Sorry, we know this is not ideal and we are looking into providing this in the future, but for now please return any items you no longer wish to keep and contact the carrier for any address amendments you would like to make.' 

  Please contact the address to locate this parcel and remove any old addresses on your address book on the account to prevent this issue in the future.

  Kind regards -Millie 

  
  

• Initial Complaint

  Date:06/29/2025

  Type:Billing 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 WANT TO DELETE MY ACCOUNT AND DATA HOWEVER I SHUT DOWN THE ***** I HAD LINKED TO MY ACCOUNT AND WHEN I GO ON THE WEBSITE TO CLOSE MY ACCOUNT IT KEEPS SAYING PRETTY LITTLE THING NEEDS TO SEND A VERIFICATION CODE TO MY ***** TO CLOSE MY ACCOUNT, HOWEVER LIKE I SAID I SHUT DOWN THAT ***** SO I CANT GET THE VERIFICATION CODE. PLEASE DELTE MY ACCOUNT AND DATA!! THE ***** LINKED TO MY ACCOUNT IS *********************

  Business Response

  Date: 07/01/2025

  Hi ****

  My name is **** and I am from ********* Escalations Team here at *** where we deal with all DPO queries. I have received a data deletion request from yourself and this is an email, to follow up on the request and to get this actioned for you. 

  
  Please can you respond to this email to (i) verify this request, (ii) confirm your request relates to an account and data held by PLT and (iii) to confirm your full name and full delivery address?

  Once this request has been verified, please note that we will use your email address and the name associated with any account relating to your email address when searching for an account (if there is one) and data to be deleted.

  Thanks - ****

• Initial Complaint

  Date:06/26/2025

  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 placed 06/21/25 for a total of $341.56. The business committed to provide 6-8 business day shipping for my 9 clothing items. The business failed to provide shipping within the allotted time and the ordered items are still yet to be received as of 06/26/25. I contacted the business several times since placement of the order due to shipping statuses failing to update, each time the business responded instructing me to wait an additional 3-4 weeks outside of the guaranteed shipment time before they could investigate the issue further. The dates provided by customer service varied with each inquiry, with each data provided moving further and further from the initial order date. The business refused to cancel my order or issue a refund for the order. The business has failed to offer any resolution and is holding both my items and the money paid for them in limbo. I have attached my conversation with the business, bank payment, and shipping update pictures.

  Business Response

  Date: 06/27/2025

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

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

  I'm really sorry to hear you haven't received all of your items yet, especially when you ordered on 6-8 business day delivery. 

  I have taken a look and can see your order was split into 2 parcels and 1 parcel is showing as being delivered on the 25th June as you can see here: *************************************************************************

  For the 2nd parcel this is in transit to be delivered to you and awaiting to clear customs on the 23rd June, as the parcel is with customs we are unable to speed up this delivery and we do need to allow more time for the parcel to reach you.

  Please allow up until 10th July for your parcel to clear customs and be delivered to you. 

  If you haven't received your order by this time then please get back in touch with us and and we will investigate further for you. 

  Take care,

  *****

  Group Escalations Team