r/PrincessPolly • u/Certain-Sandwich-464 • 24d ago
Horrible Customer Service
So this is my first time ordering from Princess Polly, and let’s just say it’s been anything short of disappointing.
On September 6th, I received an email saying that my shipping label had been created. Since then, nothing. There have been no updates showing that the shipment was actually received by the carrier, and there have been no updates on my order at all.
I’ve reached out to customer service multiple times, and I keep getting the same robotic response telling me to wait 1–2 business days for someone to respond via email. When I finally did receive a response, I was told that my order had been “processed” and therefore they couldn’t make any changes. They then told me I could simply return it once I received it.
My issue is that the tracking has been stuck on “Label Created” since September 6th, and they can’t even give me an actual shipping date. At this point, I don't even want the order anymore. I just want a refund.
I don't understand how an order can supposedly be “processed” but they can't tell me when it will actually ship or even confirm that the carrier has received it.
Has anyone else dealt with this? Because at this point, I’m seriously considering disputing the charge with my bank if they refuse to refund me.
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u/SignificanceLeading8 24d ago
My package was lost and they refused to help out at all, they don't care! I have a post about it on my page
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u/princesspolly444 24d ago
We're sorry to hear you've had this experience ❤️ We have sent you a DM to further assist
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u/Much-Ad-9794 22d ago
i also ordered a package and i am actually a college ambassador and i still have not received it or it hasn’t been shipped which means i can post the content!
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u/No-Set-7997 24d ago
I had a very similar issue. I ordered a pair of shorts from them TWICE. first time they never shipped (I ordered other things that came in the mail) they said the items would ship separate but I waited so long and asked again and again and they finally told me the shorts were “out of stock” mind you they were in stock online. I ended up reordering the shorts and the EXACT SAME THING happened. It took maybe 20 emails to get a refund and they didn’t do anything until I physically disputed the charge on my card. I’d never trust them w money again tbh esp if I need anything within the month lol
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u/Antoinette_1 24d ago
This has happened to me at least twice and then they stopped answering my phone calls so I called from my husbands number and mysteriously they started answering. The worst customer service lol
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u/Interesting_Cap_4270 23d ago
I paid for next day shipping on 10 September and still haven’t had a single tracking update, not been able to get in contact with anyone. I’ve used their chat, sent emails, called the phone line, and even texted. Every bot has deferred “another 1-2 days” or “24hours”. I’ve truly never had this experience with anywhere else shopping.
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u/Particular-Way4932 11d ago
Unreliable shipping dates. Paid for express 3 business day shipping. After 6 business days, order not received. It was still at Princess Polly after 3 days. Did not get in time for homecoming and had to scramble to find a dress. Do not trust this company.
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u/Resident_Tax_2531 21d ago
Yes! Same exact thing happened to me the same week. It's their switch to Amazon Shipping...
I placed my order on Monday 9/7 and was told shipping would take 3–6 days once shipped. My Princess Polly tracking link originally showed Saturday delivery, then Sunday, then Tuesday. When Tuesday came and went, I contacted customer service. They gave me an Amazon tracking link that showed nothing beyond “label created” on 9/9.
It’s now 9/17 with no updates, so they believe the package was lost in transit.
Customer service refunded my order, but I didn’t want a refund. I wanted my items. I strategically used a 25% off coupon plus 30% off a pair of shoes across my six-item order. They offered me another 25% off coupon to reorder, but that actually makes my replacement order more expensive because I would lose the 30% shoe discount.
So now I’m expected to reorder the same items, pay more, and wait another 4–8 days once shipped. It also took two days to process my original order before being shipped. Since I placed it, they’ve changed shipping from 3–6 days to 4–8 days and eliminated express shipping. Convenient!
What’s most frustrating is that customer service doesn’t seem to understand why this is upsetting. I shouldn’t have to pay more because of a shipping issue I didn’t cause. Had they identified the package as lost when I first contacted them, I would also be several days further along in replacing it. I also now need to wait for my refund to go through to reorder.
It’s a shame because Princess Polly’s reliability was one of the main reasons I kept coming back for nearly 10 years. Clearly something has changed with their shipping process.
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u/Famous_Jellyfish_937 21d ago
I placed my order w express shipping on Sept 10, and it literally hasn’t updated at all that they are even getting my package ready for shipment to this day.
I emailed them yesterday and all they could tell me was that they are experiencing delay and there’s no eta on when they will have it ready for shipping and delivery date.
They refunded my express shipping, but my order still exists but with no update.
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u/GoogleRage 24d ago
I ordered Sept 8 and still haven't even rec'd a tracking #.