Trust Score 67/100 · 6 sources · 320,878 reviews · updated 16 Oct 2026
PrettyLittleThing reviews
In short
Is PrettyLittleThing legit?
PrettyLittleThing scores 2.9 out of 5 on Trustpilot from 110,805 reviews, 2.32 on Sitejabber from 691 reviews and 1 on BBB from 67 reviews. BBB lists a grade A with 580 complaints in 3 years. App users rate it far higher, at 4.77 on the App Store (200,164 ratings) and 4.63 on Google Play (9,074 ratings). Customers report that the clothes and app are liked, while delivery, returns and customer service draw most of the anger.
Trust Score 67/100 from 320,878 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 6
- Ratings counted
- 320,878
As of 16 Oct 2026 · How we score
AI summary
PrettyLittleThing scores 2.9 out of 5 on Trustpilot from 110,805 reviews, 2.32 on Sitejabber from 691 reviews and 1 on BBB from 67 reviews. BBB lists a grade A with 580 complaints in 3 years. App users rate it far higher, at 4.77 on the App Store (200,164 ratings) and 4.63 on Google Play (9,074 ratings). Customers report that the clothes and app are liked, while delivery, returns and customer service draw most of the anger.
- Recent Trustpilot reviews praise quick chat support. Customers report fast answers on missing parcels and refunds, and several credit the same support agent by first name. One customer reports a refund within 10 minutes. Trustpilot
- App users like the clothes, the selection and the value. Google Play shows 7,350 of 9,074 ratings at 5 stars (about 81%), and the App Store average is 4.77. App Store
- Some customers say the quality matches the photos. They describe the clothes as stylish, true to size and good value for the price. Sitejabber
- Some customers say next-day delivery worked well and that last-minute outfits arrived on time. App Store
- Missing, partial or undelivered parcels. Many BBB complaints from mid 2026 describe orders with items missing, parcels marked delivered that never arrived, or parcels returned by the courier. Trustpilot and Sitejabber reviews describe the same problem. BBB
- Customer service loops. Customers report being passed between chatbots and agents, being asked the same questions repeatedly, and getting no resolution for weeks. Some say refunds were promised and never issued. Trustpilot
- Returns are hard. Customers report a 21 day window, return fees even on faulty or wrong-size items, return links that show errors, and store credit or gift cards given instead of refunds. BBB
- The app is slow and glitchy. Google Play and App Store reviews from August to October 2026 report freezing, slow loading, checkout errors and wishlist items that will not delete. Google Play
- Extra costs. Customers report customs charges, import fees and high shipping costs that were not clear at checkout, and say some fees were not refunded when items were cancelled. BBB
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.9 / 5 | 110,805 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 200,164 | 16 Oct 2026 |
| Google Play | 4.6 / 5 | 9,074 | 16 Oct 2026 |
| 1.7 / 5 | 77 | 16 Oct 2026 | |
| Sitejabber | 2.3 / 5 | 691 | 16 Oct 2026 |
| BBB | 1.0 / 5 | 67 | 16 Oct 2026 |
Delivery, returns
and support
How is PrettyLittleThing delivery?
Delivery is the most common source of complaints. Customers report next-day orders arriving late with no refund of the next-day fee, parcels stuck for weeks, and orders marked delivered that never arrived. BBB complaints name courier partners as a problem. A few customers report on-time delivery, including next-day orders. The data gives no typical delivery time.
How do PrettyLittleThing returns work?
Customers report a 21 day return window that some find too short, return fees even when the item was faulty or the wrong size, and return links that show errors. Refunds are described as slow, sometimes issued as store credit or a gift card instead of money back. A few Sitejabber customers report prompt refunds once the return was received.
How is PrettyLittleThing customer support?
Support experiences split sharply. Recent Trustpilot reviews praise a named agent who resolves issues quickly through chat. Many BBB, Google and Trustpilot reviews describe chatbots, repeated questions, no phone or email option and unresolved cases lasting weeks. Customers who escalate through BBB get a response from a dedicated escalations team.
How is PrettyLittleThing quality?
Quality reports are mixed. Praise says the clothes look like the photos and are good value. Complaints describe stains, tears, marks that look like worn items, unfinished seams, peeling lettering and colours that differ from the website. Customers also report inconsistent sizing. BBB complaints skew negative by nature.
What customers say
about PrettyLittleThing
I can’t tell if I’m more annoyed about paying £6.99 for the advertised next day delivery at the checkout and it not arriving the next day when I needed it to
I got help and my refund within 10 minutes!
I’ve never been unhappy with the quality of anything I’ve ordered and it’s great value for money.
the link on both the app and the website to start a return is not working. it comes up with an 'invalid response' error message
When you return, half the time it is for store credit and they never actually issue the store credit.
constantly freezing. takes about 10-15 taps to click something. slow...
Questions about
PrettyLittleThing
Is PrettyLittleThing legit?
Yes, it is a real retailer with a large customer base. It has 110,805 Trustpilot reviews, 200,164 App Store ratings and a BBB grade A. Trust is mixed, though. Trustpilot shows 2.9, Sitejabber 2.32 and BBB 1, with 580 BBB complaints in 3 years. Customers report missing parcels, slow refunds and hard-to-reach support. Note that Trustpilot's 2.9 score sits oddly against its distribution, where about 64% of ratings are 5 stars.
How long does PrettyLittleThing delivery take?
The data gives no typical delivery time. Some customers report next-day orders arriving on time. Others report next-day orders taking over a week, parcels delayed for weeks, or orders marked delivered that never arrived. Late deliveries are a leading complaint.
Can I return PrettyLittleThing clothes?
Yes, but customers report friction. The return window is described as 21 days. Customers report return fees, broken return links and refunds issued as store credit or gift cards. Some report prompt refunds once the return arrived.
Does PrettyLittleThing reply to bad reviews?
Rarely on public review sites. The reply rate is 0% on Trustpilot, Sitejabber and the Google Maps listing, and about 9.4% on Google Play. On BBB it is 50%, with a dedicated escalations team writing case-specific replies.
Is PrettyLittleThing worth the price?
Opinions are mixed. App users call it great value, and the App Store average is 4.77. Others call prices too high for the target audience. Customers outside the brand's home market also report customs charges, import fees and shipping costs that add to the total.
Ask the agent
about PrettyLittleThing
Try one of these:
Sources
- 570,630
- 49,226
- 34,066
- 24,837
- 122,046
Brand replied to 0% of reviews
As of 16 Oct 2026
- 57,350
- 4882
- 3363
- 2155
- 1311
Brand replied to 9% of reviews
As of 16 Oct 2026
- 511
- 43
- 31
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- 162
Brand replied to 0% of reviews
Google Maps listing: PrettyLittleThing HQ
Rating data from Google · As of 16 Oct 2026
Brand replied to 50% of reviews
BBB grade A, 580 complaints in 3 years
As of 16 Oct 2026
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