Danielle T.

It was my first time shopping with Princess Polly, and I was excited to receive the clothing I selected. The delivery was amazingly quick; I received the order in less than 48 hours after placing it on standard shipping. The communication was also stellar; I was kept updated with great communication throughout.

However, unfortunately, upon receiving my order an hour ago I have been extremely disappointed. Firstly, two items (one of which was sold as "final sale" (I.e. Non-returnable) arrived faulty - one with white stains (olive cap) and the other with some random red threading (on a grey sweatshirt)?! Honestly, I thought I'd ordered from a second hand store for a minute… No disrespect towards second hand stores, I just mean I was obviously shocked to be receiving items that weren't exactly cheap with obvious faults.

As I made my way through the rest of the items, I found that my order was also completely missing two items that I was eager to receive. By this point I was seriously questioning the legitimacy of this company so looked them up online to discover some other terrible reviews here. That's the LAST TIME I don't check reviews for a new store! I can only hope I am able to get the money back for these items.

Further, I reviewed Princess Polly's return policy before completing my order to check whether return expenses would be required. Nowhere on the website is it mentioned that return expenses ARE REQUIRED, if you are wanting a refund to your initial payment method rather than a store gift card. This is incredibly deceptive and adds to the negative sentiment I have gained. I sincerely wish I didn't have to write this complaint. It's not how I wish to spend my time, and I'm annoyed that I have to report on these things which I believe should be standard practices of customer service.

As I mentioned it is my first encounter with the company, and I'm sad that it will be my last as I was initially excited to find a brand that I could rely on for some lovely clothes. Even if they made all their wrongs right I would never buy from this store again as I really don't want to support such sloppy practices or represent such a brand through my clothing.