TLDR: Princess Polly customer service is non existent
I don’t usually write reviews, but my experience with Princess Polly online customer service was so bad that I feel obligated to share it.
I chose Princess Polly for essentially all of the clothing for my honeymoon. Unfortunately, that order never arrived. While the lost package is the shipper's fault, what shocked me was how Princess Polly handled the situation.
There was absolutely no sense of urgency from anyone on their customer service team despite me repeatedly explaining that these were clothes for an upcoming honeymoon and that I was running out of time. Every interaction felt like I was talking to someone who either didn’t read the previous messages or didn’t care. Not a single person took ownership of the issue or attempted to actually resolve it.
The most frustrating part was that they repeatedly tried to push responsibility onto me. As the seller and shipper, Princess Polly is the party responsible for filing a claim with the carrier. That’s standard practice. Instead, they continuously told me to contact the carrier myself and submit complaints, despite the fact that any reimbursement from the carrier would ultimately go to them, not me.
At one point they were still insisting the package had been delivered despite evidence showing otherwise. We reviewed security footage from our building’s package room and confirmed no delivery occurred at the time the package was marked as delivered, and even filed a police report to cover our bases. Ultimately I had to file a chargeback with my CC because PP customer service could care less.
Mistakes happen. Packages get lost. What separates good companies from bad ones is how they treat customers when something goes wrong. Princess Polly completely failed in that regard.
I ended up having to reorder everything at my own expense because I was leaving for my honeymoon and couldn’t risk waiting any longer. Instead of being excited about my trip, I spent days chasing UPS and PP customer service representatives who provided zero meaningful assistance.
If everything goes perfectly, I’m sure ordering from Princess Polly is fine. But if your package goes missing, be prepared to do all the work yourself while receiving little to no support from the company.
Needless to say, I regret choosing Princess Polly for such an important purchase and won’t be ordering from them again.