Many reviewers mention refunds that never arrive, orders that don’t show up, and returns that stall. Several describe long waits for a person and automated replies that don’t help. Others point to very fast delivery and a few genuinely helpful agents. Product reviews often flag sizing and fabric issues.
Examples from available reviews (Jan 2023 – Mar 2026).
Unable to process return because portal could not find order and no replies.
“cannot find order”
Agent Davemark helped successfully with a return after portal issues.
“Davemark was super helpful in helping me return my item”
Extremely fast delivery, often arriving by next morning.
“they have been delivered by the next morning”
Dress arrived stained and PLT required return at customer's expense.
“three black spots on it right out of the packaging.”
Customers often describe support that goes quiet or loops through automated replies. Multiple reviewers say staff couldn’t find their order or move a return forward. A smaller group reports named agents who fixed the issue or issued full refunds.
Shoppers mention unexpected fees and expensive returns that make purchases feel less worth it. Some reviews point to billing mismatches and prices they call unaffordable. Positive remarks about value show up only rarely.
Several reviewers applaud quick delivery and clear checkout updates. Others run into limits such as not being able to cancel or edit orders and missing payment options in some regions. Some say portal issues stop them from completing returns.
Reviewers frequently note inconsistent sizing and items that don’t match the photos. Complaints include cheap-feeling fabrics, prints that peel, stains, and bad smells on arrival. A small number say the quality met their expectations.
Many reviews say messages are mostly automated replies and AI chatbots that don’t solve the problem. Multiple customers report emails and chats that never get answered or promised follow-ups that don’t happen. A minority praise polite, effective agents who confirmed addresses or helped with returns.
Reviews split sharply between fast, easy deliveries and widespread breakdowns around returns and refunds. Several shoppers describe smooth ordering, while many others end up with unresolved issues or paying return costs themselves. The main divide is speedy fulfillment versus weak after-sale support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Sitejabber (20) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Package not received and AI chatbots provided unhelpful responses.
“the AI chatbots are not very helpful”
Unable to process return because portal could not find order and no replies.
“cannot find order”
Customer service unresponsive and refund for return was refused.
“They REFUSE to respond to any of the emails or chats.”
Pants were excessively long and partial refund issued.
“This is an insane and unrealistic clothing design”
Pants arrived two sizes too big and returns cost $27.
“pants from this place that are two sizes too big.”
Purchased gift card would not work and support refused assistance.
“it is not working!”
Customer loves trendy clothes, sales, and fast shipping.
“The shipping is really fast”
Afterpay checkout option not available for New Zealand users.
“afterpay doesn't work in New Zealand”
Replacement jeans never received and company won't resolve refund.
“they're washing their hands of the matter”
Order never arrived and company failed to respond to emails.
“I have emailed them 3 x without any replies”
Agent Davemark helped successfully with a return after portal issues.
“Davemark was super helpful in helping me return my item”
Unable to change or cancel order, package will go to wrong address.
“I was not able to cancel the order or make any changes”
Zebra bikinis material differed and did not stretch; delivery was fast.
“The bikinis do not stretch at all.”
Agent Foysol was courteous and efficiently verified package address.
“She was courteous”
Shipments lost or misrouted and customer service provided no help.
“I've tried to get in touch with customer service and I've gotten no where !”
PLT resolved lost shipment by issuing a full refund.
“gave me a full refund”
Extremely fast delivery, often arriving by next morning.
“they have been delivered by the next morning”
Returned multiple orders together but only one refund was issued.
“PLT refunded me for only one order”
Order never arrived and customer service only sent automated responses.
“just a message telling me it’s dispatched”
Unable to reset account password and cannot process a return.
“still no reset after two weeks.”
Customer lost money and requests a refund pending resolution.
“I would only believe your words if my issue is resolved”
Two pending charges appeared despite order not being submitted.
“I see TWO PROCESSING charge on my card”
Products smelled and refunds were repeatedly postponed by PLT.
“holding onto my money”
Confirmed return but refund delayed beyond promised date.
“confirmed receipt and promised to reimburse me by 23-3”
Reviewer finds prices unaffordable and branding misleading.
“The prices are not affordable”
Long wait and many contacts resulted only in partial refund.
“I received a partial refund no refund of the express postage.”
Missing item issue unresolved until PayPal claim secured refund.
“Had to raise a claim through PayPal to get my money back.”
Item missing and customer service refused to resolve the issue.
“customer service was horrible”
Printed words on new matching set started peeling before being worn.
“the words are peeling”
Delivery delayed multiple times and refund requests ignored.
“just refund my money!”
Costume was poor quality and fit much smaller than labeled.
“It was terrible quality and made TINY!”
Customer billed higher prices than displayed and support didn't fix it.
“I've been charged different prices from those I saw online”
Company failed to refund missing items and return process is difficult.
“they will not refund you if you don't receive the items”
Missing item dispute dismissed despite claim of CCTV evidence, later reordered.
“they had personally gone through cctv and seen all five items pack”
Returned package received by PLT but refund never issued.
“they pretended they couldn't see my order”
Large order never received and company refused refund or replacement.
“that STILL wasn't enough for them to refund me”
Return label charged 5€ but post office requested extra 11€ unexpectedly.
“I was told I needed to pay additional 11 euros”
PLT claimed CCTV proof of delivery and refused to provide footage or escalate.
“they had allegedly watched footage of the item being put in my parcel.”
Returned items 32 days ago but refund still not received.
“I returned items 32 days ago.”
Dress arrived stained and PLT required return at customer's expense.
“three black spots on it right out of the packaging.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
PrettyLittleThing is an online fashion retailer selling women’s clothing, footwear, and accessories. Shoppers order through its website and mobile app, where they can create an account and place orders. The range includes dresses, swimwear, jeans, matching sets, shoes, and seasonal items. It ships internationally, runs promotional sales, and offers standard returns.