I ordered 4 pairs of shoes in March and still have not received my order. I have an email with a confirmation number for my order. I have tried to reach out to them via email but when I send the email... See more
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Placed an order for sneakers I paid for and haven’t received anything.I was provided an email with an order number, but useless when there’s no customer service to go to being there customer support m... See more
Same issue as others….my daughter ordered 4 dresses for upcoming weddings a week ago, no confirmation email, can’t log into the site despite making an account. I’m cancelling her order after reading a... See more
Company replied
I ordered some shoes in April and still haven’t received my shoes and when i finally did hear from them they were talking about giving me my money back in credit only if I take down my review. Then th... See more
Company details
Contact info
Hong Kong,105-111 Thomson Road，Wan Chai., Hong Kong, China
- 13048875706
- business@cherley.com
- cherley.com
1.3
Bad
384 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 35% of negative reviews
Typically replies within 24 hours
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Terrible customer service and cheap…
Terrible customer service and cheap looking items. 2/5 dresses arrive within 2 weeks and rest of the items took 2 months. They did not even ship my rest of the items until I made Paypal involved. Did not respond to any of my emails. They were not consider to refund for such late shipping an the inconvenience. Threw out two of the three dresses I ordered because they are super cheap looking.
12 April 2024
Unprompted review
Reply from Cherley
Hello,
It is verified that you reached out to us on April 2 and our support team replied to your email on April 5th. After the response, we never heard back from you. I assume that the reply went into your spam box or you missed the email.
Regarding the refund for late-delivered items, please note that we can't issue any refund unless we have the customer's confirmation to cancel the order. You didn't ask us to cancel your order so we couldn't operate. We hope you can understand.
We do apologize for any inconvenience caused by the delay in shipping. We had a backlog to deal with back then so the shipment of a batch of orders was postponed. But now we have sorted it out and the shipping is much faster (except for pre-orders).
Regarding the 2 dresses that you threw, we apologize that the item fell short of your expectations. We take customer feedback seriously and will forward your review to the corresponding team to verify and make progress.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
I ordered for 3 dresses it's been over…
I ordered for 3 dresses it's been over 3 weeks and I'm yet to receive my orders the only order that was delivered the quality was rubbish it wasn't what was posted on their page please do not order from them.
1 July 2024
Unprompted review
Reply from Cherley
Hello,
It is verified that the unsent item is a pre-order item.
As for the rest 2 items, because of the different arrangement for production, the shipping time might vary. In order for customers not to wait for a long time without nothing, the warehouse would send the available items first.
Regarding the item that was delivered, we apologize that the item fell short of your expectations. You can reach out to us at support@cherley.com to sort it out. If you are not satisfied with their solution, you can escalate the matter to our customer complaint team.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
good delivery and quality
good delivery and quality, but I thought returning it was a bit difficult because you have to wait a lot for emails and also pay yourself, so that's a shame, but otherwise it's fine
8 July 2024
Unprompted review
Reply from Cherley
Dear Manon,
Thank you for taking the time to share your feedback with us.
Our aim is to provide prompt response to our customers. It is verified that each response the support team made was within 24 hours. We understand your desire to receive a faster reply. We will work on it.
I also want to sincerely thank you for your constructive feedback regarding the return process. We understand that waiting for email responses and bearing the cost of returns can be inconvenient, and we apologize for any frustration this has caused. Your feedback helps us identify areas where we can improve.
If you have any follow-up questions, please feel free to contact us at the address below.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
What made my experience grate was the fast reply.
What made my experience grate was the velocity in replying and solving the problem regarding the wrong address that I gave for shipping.
1 July 2024
Unprompted review
SCAM, SCAM, SCAM!!!
This is outright fraud! They pass off substandard goods as quality products, using poor-quality counterfeits to scam customers! I even received an item that came with another brand's label and packaging!
The customer service (the Support Team) is also terrible! Don't waste your time and money!
PS: I have already provided the Cherley Complaint Team with my order number, name, and email. And they have provided some additional after-sales support. However, I still maintain the same review content as above. I have all the evidence of the received items.
I appreciate the work and timely feedback of the Complaint Team.
8 July 2024
Unprompted review
Reply from Cherley
Hello,
We sincerely apologize for any inconvenience caused.
We tried to identify your order ID via your username here to look into and take care of the issue but failed.
Therefore could you please provide us with your order details, such as the order number and the email address used for the purchase? Or may we request you to email us at the email address below?
This will assist us in locating your specific order and initiating the necessary steps to resolve this issue.
Thanks in advance.
Poor quality. Unacceptable!
Zero star! Spent £150 for 4 dresses. Non of them I’m able to wear as the quality is not acceptable.
I wish I could post some photos here! Im so disappointed. False description. Super late delivery.
10 July 2024
Unprompted review
Reply from Cherley
Hello,
We sincerely apologize for any inconvenience caused.
We tried to identify your order ID via your username here to look into and take care of the issue but failed.
Therefore could you please provide us with your order details, such as the order number and the email address used for the purchase? Or may we request you to email us at the email address below?
This will assist us in locating your specific order and initiating the necessary steps to resolve this issue.
Thanks in advance.
Omg where do i start
Omg where do i start
I ordered 4 dresses for my brothers wedding
1 was damaged with holes in
1 the zip was broken
1 really bad quality
The last dress came today waiting 6 weeks Absolutely disgusting nothing like the dress i ordered
NOT HAPPY !!!!!!!!! Please dont order from this company they are a joke !!!!!!!!!!!!!!!!!!!!
9 July 2024
Unprompted review
Reply from Cherley
Hello,
We apologize that the item fell short of your expectations. We take customer feedback seriously and will forward your review to the corresponding team to verify and make progress. Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
False advertising!!!!
I bought three dresses from cherley and they arrived after 2 months looking nothing like the picture!!! I really wish I read reviews before buying! What they are doing should be illegal because it’s false advertising! PLEASE DO NOT BUY FROM THEM!!!!
4 July 2024
Unprompted review
Reply from Cherley
Hello,
We apologize for that the item fell short of your expectations. . Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out. We have responded to your emails but didn't hear back from you.
For your convenience, we have used complaint@cherlley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
I bought the green dress
I bought the green dress. It fit perfectly! It’s a beautiful mini dress. It’s true to size and looks great on! The material is amazing and it’s not cheap. The customer service was also amazing!! I got all my questions answered promptly and efficiently! I will be buying from Cherley again!
28 June 2024
Unprompted review
Terrible quality for the price
I should have done my research better. This website is selling crap for too high of a price point. Shipping is expensive and the return shipping is non refundable ( and expensive considering they are based in the US). Horrible material and ill fitting dress, payed 40€ but looked like a piece of trash . Never again.
5 June 2024
Unprompted review
Reply from Cherley
Dear Chiara,
We appreciate your honest feedback. We understand your dissatisfaction with product quality and price, as well as your shipping problems. We are very sorry for this and acknowledge that we fell short in these areas.
To improve your shopping experience, we have taken a number of steps, including reviewing our supply chain management and improving our customer service processes
We found that our customer service explained to you that the return is at the customer's expense before providing the return instructions. We understand that this may cause you additional inconvenience. However, in accordance with our policy, we require all customers to pay for return shipping. We know this may not be optimal, but it's a necessary policy to ensure we can continue to offer affordable prices.
If you have any further doubts about this process, you can inform us of your specific needs and we will try our best to provide you with a satisfactory solution.
Once again, I apologize for the bad experience and thank you for your valuable feedback. We look forward to hearing from you so that we can take immediate action.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
The Kirkwood store was awesome Mr…
The Kirkwood store was awesome Mr Demarcus was very polite and I really appreciate his customer service
27 June 2024
Unprompted review
If I could give them 1.2 a star I…
If I could give them 1/2 a star I would! It took them over 4 weeks to deliver 2 items of the order. Still waiting for the other 2 . Looks nothing like the website and want to return and no one answers the emails. I will definitely never recommend this company to anyone. Its one thing to get something that doesn't look like the pic but it is another thing that noone responds from customer service and its impossible to get a hold of anyone. You should just be honest and say no returns allowed. Dont mislead customers
24 June 2024
Unprompted review
Reply from Cherley
Dear Sonia,
Please accept my sincere apology for any frustration and dissatisfaction you might experience. Your feedback will be documented and shared with the corresponding team to verify and make progress.
Upon inspection, I found that the last 2 items had been shipped on June 18 and now the parcel is in transit. For your verification, please check the following info to trace the order as I do.
Tracking #: YH24061803267SZ
Other tracking sites:
https://www.17track.net/en#nums
https://www.track718.us/en
Regarding the replies, it is verified that your first email was responded to within 24 hours. As for the follow-up emails, in order to make a response to every customer in a timely fashion, our response timeframe to each address is 12-48 hours. Hence sometimes the response might not be as right away as you expected. We hope you can understand.
We understand your desire to make a return, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
This place is a complete scam
This place is a complete scam, don’t buy from here because they won’t deliver your package or respond to any of your many emails to their support team. People who have gotten their order have said it is cheap over price material, you can get better from SHEIN.
20 June 2024
Unprompted review
Reply from Cherley
Dear Ella ,
Please accept my heartfelt apology for any frustration you might experience. Your feedback will be documented and shared with the corresponding team to verify and make progress.
Upon inspection, I found that three emails of yours to our support team have all been replied within 24 hours. If you have not received them, kindly consider the possibility that your inbox might have forwarded them to the spam box.
Regarding the order, I noticed that the item you ordered is a pre-order item, as indicated in the product name. Pre-order items would be shipped later than those items in stock. You will receive an email with a tracking number once your order has been shipped.
We appreciate your patience and understanding regarding this matter. If you have any further questions or concerns, please don't hesitate to reach out to us.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Lesson Learned
The outfit I received was nothing like the picture on the website. Not to mention, once I placed the order, the picture was removed from the site the next day. Good thing I took a screenshot of how the dress looked. Although the dress was made of the same material, the design was different, and the material felt cheap. I do appreciate the company responding to my email quickly and offering me a gift card towards my next purchase. However, I do not feel comfortable purchasing anything from this company again, so I requested a credit back to my card. They offered me $17. Thank goodness I ordered only one dress.
14 June 2024
Unprompted review
Reply from Cherley
Hello,
Please accept my heartfelt apology for any frustration you might experience. Your feedback will be documented and shared with the corresponding team to verify and make progress.
Regarding the removal of the picture, the corresponding team will decide whether to remove or add items on the website accordingly. The removal of the item after you placed the order was an coincidence. We apologize for the concern it might cause and hope you can understand.
As for the credit, it has been issued as you agreed. If you have any follow-up questions, please feel free to contact us at the address below.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
FALSE ADVERTISING
The clothes you receive are NOT the ones on the website. FALSE ADVERTISING
14 June 2024
Unprompted review
Reply from Cherley
Hello,
We apologize that the item fell short of your expectations. We take customer feedback seriously and will take note of your review to the relevant team to make progress. Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
DO NOT ORDER !! SAVE YOUR MONEY
This company is so rubbish. I have ordered from UK and when the dresses arrived they DID NOT look like in the pictures. The material was sh!t and the labels were written in mandarin. This made me think that they BUY them from china and RESALE IT at a HIGHER price. Ridiculous!! It felt like it was from shein. When i tried to return it , they did not send me a full refund as they said that shipping cost is not included which is absolutely absurd as I did NOT paid a third party for the shipping but CHERLEY. DO NOT ODER! SAVE YOUR MONEY
12 June 2024
Unprompted review
Reply from Cherley
Dear Maripaz,
Please accept my heartfelt apology for any frustration you might experience with the return process. Your feedback will be documented and shared with the corresponding team to verify and make progress.
In recognition of the inconvenience you've experienced, I am pleased to inform you that I am authorized to refund you the shipping fee on both orders directly to your payment account. The refund process has begun and you should receive it in between 1 and 5 business days after the response. Would you consider this gesture as a resolution to your concerns?
Rest assured, we are fully committed to providing the best possible service. If you have any follow-up questions, please feel free to contact us at the address below.
Warmest regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
4 weeks for dress to arrive
4 weeks for dress to arrive , poor quality and very poor match to the online images. Dress cost £45 and looks like something you would make in GCSE textiles …badly
11 June 2024
Unprompted review
Reply from Cherley
Hello,
We apologize that the item fell short of your expectations. We take customer feedback seriously and will take note of your review to the relevant team to make progress. Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Absolutely disgusting!
Absolutely disgusting!! I ordered 2 dresses over 4 weeks ago 1 arrived looking nothing like it did online still waiting on my other item that they keep telling me has been shipped when it hasn't. I told them I want a refund they said they can only refund me £14 when the dress cost over £40 Absolutely disgusting do not order from here!!! SCAM!!! I'm so so mad!!
18 May 2024
Unprompted review
Reply from Cherley
Hello,
We would like to put some explanation here to foster understanding and clarification.
1) "they keep telling me has been shipped when it hasn't. "
The support team replied to you with shipping info only once. The reply said that your order was partially shipped, which is the one you received later on.
In the other times when the CSR mentioned the shipping of the other item, the replies all indicated that the other item had not yet been shipped. For example, the reply on June 1st says, "We have marked your rest order as a priority, and as soon as the products are available in our warehouse, we will ship your order first."
2) " they said they can only refund me £14 when the dress cost over £40
The partial (40%) refund offer was based on the item you received only, which was 37 GBP, not over 40 GBP. You can caculate the paercentage yourself to verify, 37 * 40% = 14.8.
We apologize for the inconvenience and misundersstanding and dissatisfaction it might have caused. I assure you that it will be thoroughly documented and discussed with our team to drive improvements in our services and elevate the customer experience we aim to deliver.
We have used complaint@cherley.com to reply to your email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
My Outfit arrived and it's nothing like…
My Outfit arrived and it's nothing like picture , totally different material and pattern is totally different to . Don't order big scam
4 June 2024
Unprompted review
Reply from Cherley
Hello,
We apologize that the item fell short of your expectations. We take customer feedback seriously and will take note of your review to the relevant team to make progress. Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best wishes,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Do not buy!
Do not buy!! Do not buy!! Poor customer service, POOR products, Poor Communication everything Poor😭. I bought a dress from them everything is wrong the pictures showed pockets but came without pockets. The description said corset, there was no any corset found on that dress, poor fabric and came with no zipper like how am I supposed to close it? THEY ARE PISSING ME OFF THEY DON’T WANT TO GIVE ME A REFUND. And funny thing is they don’t have a return/ refund option. You have to email the customer service team and you know what, they don’t get back to you. This sounds like a scam to me. SAVE YOUR MONEY GUYS.DON’T PURCHASE FROM THESE PEOPLE.
7 June 2024
Unprompted review
Reply from Cherley
Hello,
We apologize for any inconvenience caused. We take customer feedback seriously and will record your review for the corresponding team to investigate the improve.
As per our return policy,
https://www.cherley.com/pages/returns-refund-policy?spm=..index.footer_1.1&spm_prev=..page_2217543.header_1.1 ,
the first step to make a return is to contact our support team and offer the reason for the return. We apologize for the inconvenience and will work on a more user-friendly return policy.
Regarding the return and refun process, we would like to clarify that we offer other solutios as a gesture of goodwill to customers who may find the return not practical. However, we do also offer full refunds after customers return the product. We apologize if it appear like wo refuse to offer a refund.
It is verified that the support team have issued a refund to your payment account. We have also used email at complaint@cherley.com to send you a confirmation. Kindly check your inbox.
If you have any follow-up questions, please feel free to contact us at the address below.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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