A woman was left astounded after she says her brand new pair of boots from PLT turned up muddy

My PrettyLittleThing boots were delivered ‘WORN, smelly and covered in mud’ – and they weren’t even the ones I had ordered

  • Emily Carragher, 21, from Glasgow, was ‘shocked’ to receive pair muddy boots  
  • The makeup artist had originally ordered some shoes from PLT for a night out 
  • But she was disappointed when soiled and smelly stompers arrived to her house 
  • READ MORE: I saved £5,000 while pregnant before going on maternity leave

A shopper was ‘shocked’ when – instead of a brand new pair of boots from Pretty Little Thing – muddy, ‘smelly’ and well-worn shoes arrived in the mail.

Emily Carragher, 21, from Glasgow, was looking forward to wearing her new stompers from the trendy brand, and thought it was a ‘joke’ when she received the soiled items. 

‘My sister’s boyfriend just burst out laughing and we were all just hysterical laughing, none of us could believe it,’ she said. 

‘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 Carragher (pictured), 21, from Glasgow, was looking forward to wearing her new stompers from the trendy brand, and thought it was a 'joke' when she received the soiled items

Emily Carragher (pictured), 21, from Glasgow, was looking forward to wearing her new stompers from the trendy brand, and thought it was a ‘joke’ when she received the soiled items

The makeup artist also says the order had arrived in a battered shoe box that was held together by sellotape with hair stuck to it. 

To make matters worse, Emily says that when she contacted the brand, she was told to wash the mud off – and offered a 30 per cent discount code – which was then bumped to 40 per cent. 

However, when the disappointed buyer took to TikTok to share her experience, the brand got in touch to offer a full refund.

‘I was grateful that I was finally offered a refund and an apology,’ Emily said. ‘They had also said they knew it was unacceptable how it was handled and ensured me it won’t ever happen again.’

The young shopper revealed that she’d done a ‘full shop’ from PLT, ordering some skirts as well as the boots, and despite asking for next day delivery, her parcel was delayed by 10 days. 

The shopper was 'shocked' when - instead of a brand new pair of boots from Pretty Little Thing - muddy, 'smelly' and well-worn shoes arrived in the mail

The shopper was ‘shocked’ when – instead of a brand new pair of boots from Pretty Little Thing – muddy, ‘smelly’ and well-worn shoes arrived in the mail

Besides looking like 'they've been to a festival and back', the faulty shoes weren't even Emily's size

Besides looking like ‘they’ve been to a festival and back’, the faulty shoes weren’t even Emily’s size

‘When it had finally arrived I was so happy that it was here and I opened it in the living room and my family were there,’ she said. 

But she was then faced with the ‘disgusting’ boots – which were ‘smelly’ and ‘looked like they were years old’.

‘The metal was all tarnished and they were thick with mud,’ Emily continued. ‘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.’

Her original order was for some chunky soled shoes with painted leather, whereas the package – alongside its more obvious defects – had low shoes with no chunky soles or zips.

Finally getting a full refund, Emily is now happy with the outcome, but couldn't believe the initial response when she first made a complaint

Finally getting a full refund, Emily is now happy with the outcome, but couldn’t believe the initial response when she first made a complaint

Her original order (pictured) was for some chunky soled shoes with painted leather, whereas the package - alongside its more obvious defects - had low shoes with no chunky soles or zips

Her original order (pictured) was for some chunky soled shoes with painted leather, whereas the package – alongside its more obvious defects – had low shoes with no chunky soles or zips

The makeup artist also says the order had arrived in a battered shoe box that was held together by sellotape with hair stuck to it

The makeup artist also says the order had arrived in a battered shoe box that was held together by sellotape with hair stuck to it

To make matters worse, Emily says that when she contacted the brand, she was told to wash the mud off - and offered a 30% discount code - which was then bumped to 40%

To make matters worse, Emily says that when she contacted the brand, she was told to wash the mud off – and offered a 30% discount code – which was then bumped to 40%

‘In fact, they don’t look like anything I had ever seen on the website,’ Emily admitted. ‘I actually don’t even know if they were from Pretty Little Thing, I don’t know where they’ve been, and when I was looking at them I couldn’t see any logos, but then again sometimes their shoes don’t have the branding on.’

Besides looking like ‘they’ve been to a festival and back’, the shoes weren’t even Emily’s size. 

Finally getting a full refund, Emily is now happy with the outcome, but couldn’t believe the initial response when she first made a complaint.

She explained: ‘I emailed the customer service photos of what I ordered and what I had received.

‘I told them I was upset and annoyed as I was waiting so long and when it arrived this is what I got.’

‘I just wanted my money back, not to have to wash someone’s dirty shoes,’ the shopper added.

Emily also received a gift card for her troubles – and is happy the issue was resolved – but admits the experience has ‘put her off a little’.

‘They are a big company and they do sell nice clothes,’ she said. ‘This is first time I have had this kind of issue and I shop there quite a lot which I told them as well.’

The makeup artists says she’s ‘over the boots now’ as she needed them closer to the date she’d originally ordered, for a night out which has ‘been and gone now’. 

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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