Review Time
Items did not arrive. Delivery date keeps moving. They were for a school prom which has now passed.Can't get a response from customer serviceIf I call, which involves calling the US, the AI agent cheerfully cuts me off. Still trying to get my money back.Disgraceful. Do not use Princess Polly - they are either incompetent or deliberately ripping people off
I love princess polly. They have quality items for an affordable price. Designs are creative, unique, but have a pulse on what is desired each season. I have received compliments on their outerwear, denim, and tops. Sizing is spot on and I hardly have to return, but when I do it is absolutely seamless.
- Did not include VAT in checkout, only received an email including charges for VAT AFTER I paid (it was 55 pounds) - emailed customer service within an hour, and they refused to cancel the order - when it is not even dispatched yet and got told they they WOULD NOT REFUND VAT - Received my order after one week and only 2 of the 3 items came - emailed customer service and they have not been offered a fair solution yetSave yourself some time and money, don't buy from Princess Polly
I ordered a dress from Princess Polly in late May. It was cheaply made and the zipper was broken. This dress was made for one body type only and that is basically stick thin. For reference, I am around 118 lbs and 63” and ordered a size 0 which is my size for everything and this dress barely fit. I returned it and never got a refund. I emailed customer service 3 times and never got a response. I left two honest reviews which obviously they didn’t post to their site. I double verified I didn’t use a scam knock off site for my order or to get my customer service contact. Nothing. I paid $90 for a garbage product and non existent service showing zero respect for their customers. Do not order from this company, there are several other clothing brands that will give you must better quality and attention. Princess Polly is either filled with incompetent employees who don’t know how to use email or basically just money grabbers.
I placed a order on Monday 05/19/2025. I used my work address for delivery. I check my delivery status today 05/22/25 and it read that my order was deliver on the 21st however at the supposed time that i was deliver the gate was locked so there no way they could of deliver it in front of the building. I contact Princess Polly customer service and their answer was that it was not their problem. Please do not purchase from them
Sizes were not accurate and were not labelled as AUS sizes on the website when I ordered. They also did not provide me with any tracking information and 2 days before delivery they sent me an email saying my order will arrive soon (but still no tracking info shared). I went to the post office to return the clothes because the sizes were incorrect the cost to ship was the TOTAL AMOUNT of my order to ship it back! I wanted to ship it back and rebuy the proper sizes but I will not be shopping with Princess Polly EVER. Absolute nightmare!
Ordered a graduation dress for the first time, and courier delivered it to the wrong apartment complex. My apartment office confirmed it never arrived, and the photo provided of delivery was NOT of my apartment complex or the package room. I gave them my correct address, but it was clear they dropped it off to another apartment complex by accident. I was given the run around by Princess Polly customer service, and OnTrac their courier. After investigating, the courier said there was nothing they could do and that they delivered it "to the correct address". After reaching out through email and instagram because Princess Polly customer service wouldn't respond, they finally sent back a passive aggressive email that felt like they were insinuating I was lying- saying they'd refund me only once, and that OnTrac confirmed they delivered it to the right address. I was going to send comparative photos in response showing the difference of what my apartment complex package room looks like and what the image the courier submitted looks like, but felt that was so unnecessary given it's a literal dress.Honestly, just disappointed in how their customer service responded in such an accusatory manner when I just wanted a product I paid good money for.
The clothes might be cute (but poor quality) but the business definitely isn't! As other reviewers found, am extra £50 was added to my invoice despite the website saying no extra duties would be added. This is added when you receive your email invoice so isn't the price you agree to pay on the website - very sneaky and unethical! Additionally, they charged me full price for sale items and then were incredibly dismissive and unhelpful, only offering me a small discount on my next order as compensation.
Bought a few dresses for my daughter for a dance. Kept the one we liked and returned the rest within the return window. Got an email saying the package was received by PP, but two weeks later the return still wasn’t processed. I had to email them to get it done which took more than one email with a 3-4 day response time. When the return was finally processed it was $60 short. They claim one item wasn’t in the bag. I packaged it myself and am absolutely positive I returned it. I emailed again letting them know it was in the bag only to get a one time discount code. I will NEVER purchase from them again. Crooked company with absolutely horrible customer service.
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