A woman couldn't believe her eyes when the boots she ordered from PrettyLittleThing (PLT) arrived looking "worn", "covered in mud" and were also "smelly".
Emily Carragher, 21, from Glasgow was looking forward to receiving her boots and some skirts after doing a "full shop" from fast fashion favourite PLT. Her first disappointment was paying for next day delivery, as her order was delayed 10 days.
When the parcel finally arrived, she thought it was a "joke" after seeing the battered shoe box the boots arrived in, which looked like it was being held together by Sellotape, with hair stuck to it.
The makeup artist said: "'My sister's boyfriend just burst out laughing and we were all just hysterical laughing, none of us could believe it."
The boots didn't even look like the same style she had ordered, as she explained: "I had never seen this before and I have never been sent someone's old dirty boots before. They weren't even the ones I had ordered."
Emily said they "looked like they were years old". She added: "The metal was all tarnished and they were thick with mud. I was so shocked and I couldn't believe it, they were not what I'd ordered, I just looked at them and thought surely this hasn't happened."
The shoes Emily had actually ordered had chunkier soles with painted leather, and were completely different to the tired-looking boots she received, with low soles.
She wasn't even sure they were from PLT, as there was no label, they weren't in the right size and the baffled shopper said it looked like "they've been to a festival and back."
Initially, when the disappointed shopper had contacted the brand she was told to wash the mud off and offered a 30% discount code, which was boosted to 40%.
Unsatisfied, she took to TikTok to complain about her experience, after which PLT got in touch with her and offered a full refund.
Emily said: "I was grateful that I was finally offered a refund and an apology. They had also said they knew it was unacceptable how it was handled and ensured me it won't ever happen again."
Emily, who was also given a gift card for her troubles, is now happy the issue has been resolved, but has admitted the experience has "put her off a little". She added: "They are a big company and they do sell nice clothes. This is first time I have had this kind of issue and I shop there quite a lot which I told them as well."
A spokesperson from Pretty Little Thing said: "We understand this is not the standard our customers should receive their items. We have spoken to and apologised to the customer as well as issuing a full refund who has confirmed she is happy with how this has been resolved."
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