Online retailer PrettyLittleThing has apparently issued some of its customers with a ban from shopping due to ‘unusually high returns’ on its website and some shoppers have been left confused
Shoppers have been left scratching their heads as reports flood in about random bans from the fast fashion online retailer PrettyLittleThing.
The brand, a go-to for fashionistas seeking next-day delivery and cutting-edge styles, has been facing backlash for items that often don’t match up to their online images or have inconsistent sizing, leading to a high volume of returns.
Now, PLT fans are voicing their frustrations, claiming they’ve been banned from making purchases due to ‘unusually high returns activity’. Some baffled customers insist they haven’t returned enough to justify such a ban. TikTok user @faye_meg vented her confusion on the platform, demanding an explanation for the unexpected sanction.
Faye aired her grievances on TikTok, claiming: “The only reason I return clothes is because it’s poor quality, it’s not as described on the website, the sizing standards are awful – yet PrettyLittleThing still think it’s a clever move to ban people from shopping from them because they can’t stick to their descriptions of clothes”.
Backing her claim, an email displayed during her rant confirmed she’d been banned “in accordance with terms and conditions” after a review of her “account activity” revealed “unusually high returns activity”, thus barring her from “placing any further orders”.
According to the terms and conditions at PrettyLittleThing, “your account may be flagged for fraudulent, suspicious, or unusual returns activity”, which takes into account behaviours like making “excessive returns, far beyond the rest of our customer-base”. This is based on a number of things such as “the number of orders placed, the percentage of orders retained, the value of each order and complaints about unreceived orders.”
She noted her understanding of why they might clamp down on “girls spending hundreds of pounds for content making PrettyLittleThing hauls” only to return everything, declaring it’s “not beneficial” for their bottom line. Nonetheless, Faye was stumped over their decision to ban shoppers given they’re an “online website”, insisting they ought to be a bit more “understanding”.
Fuming Faye blasted: “And if you say something’s a size 10 and it turns up fitting a size 6 girl instead, what do you expect?” She highlighted how plenty of shoppers with the Royalty Premium Delivery get the boot from purchasing anymore, even though they’ve forked out for free next day delivery and free returns – services they’re bound to use.
In the comments section, one customer typed: “I have an online account with them but I’ve never actually ordered anything, I got an email today. I think it’s a glitch”. To which another lady fired back: “Very real. I’m FUMING; I’ve literally sent 3 orders back this year out of about 20 orders and it’s the sizing issues”.
Shoppers have been left in a huff with PrettyLittleThing’s latest move, as one customer vented: “I’m the type of person to order loads of dresses for an occasion and then I’ll return what I won’t wear! ? ! ” Meanwhile, another TikTok user expressed their frustration by revealing: “One time they sent me THE WRONG DRESS”, questioning the fairness of the company’s ban policy.
A disgruntled ex-PrettyLittleThing patron didn’t hold back, saying: “I got this, fuming. It’s okay though when they send the wrong items in an order, send orders out late, and take my royalty fee for the year that I paid for..”
Another customer shared their annoyance after being barred from the site, stating: “I had this too. I ordered some maternity clothes last year and sent back what didn’t fit my bump. In the last 12 months, I’ve had 8 orders and only partial refunds, and now I’ve been banned. It’s ridiculous!”
Adding to the chorus of complaints, one shopper remarked: “I got this email also! They also said the royalty we’ve paid for is non-refundable”.
PrettyLittleThing has been contacted for comment.
