I ordered a dress and a pair of shoes from Princess Polly on May 24, opting for express shipping since this was meant to be my graduation outfit. Unfortunately, the package was declared lost by June 2, which I understand is out of the company’s control.However, the real issue began with their customer service. I called as soon as the tracking stalled, and while they refunded the express shipping cost, they told me to call back on June 6 if the package hadn’t arrived. I did, only to be told to call back on June 11, and then again on June 16.This repeated delaying cycle was frustrating, especially since it was clear the package had not moved. Each call led to no real action. I was hung up on more than once and had to push hard just to get a refund, despite the mail delivery service clearly stating the package was lost and that the seller should handle it.The lack of urgency, accountability, and compassion from Princess Polly’s customer service was incredibly disappointing. They seemed poorly trained, unhelpful, and rude.This experience completely ruined my graduation outfit plans, and I wouldn’t recommend ordering anything time-sensitive from them, especially if you might need support resolving a delivery issue.
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