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
How this company uses Trustpilot
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Is this a scam?
Like all the other comments I ordered two dresses on 2/18 and the orders are still showing as awaiting shipment. At this point I won’t even get the two dresses in time for the event. I tried emailing but received no response. CH00321236 Was my order number
1 March 2024
Unprompted review
Reply from Cherley
Dear Elizabeth England,
Cherley is not a scam. We apologize for your disappointment caused by the delay in shipping and responding. Both our customer service team and factory are experiencing a backlog. We are extending our working time to resolve the issues and hope you can understand.
Your email has been replied to and we use complaint@cherley.com to follow up on this matter.
Cherley Customer Complaint Team
complaint@cherley.com
Ordered over a week ago and no updates
Ordered over a week ago and still no update on shipment. Its still showing up as “awaiting shipment”, the same label as when i first ordered. Emailed 2 days ago and no response and now its going into the weekend :(
Order No. CH00322789
It is March 21st now and still no updates on shipment. I am going to email to request for a refund.
29 February 2024
Unprompted review
Reply from Cherley
Dear Hannah,
Order # CH00322789 is expected to be shipped in one week at the latest. Should you have awaited your order for a while without any update, please feel free to contact our customer service team to inquire about its shipping time. We will respond to your email in 2-3 business days.
Cherley Customer Complaint Team
complaint@cherley.com
I've been waiting for my order to come…
I've been waiting for my order to come in for over 3 weeks now. I'm utterly dissapointed since no confirmation email was sent. I can't even check the status. I would like to get the dress. Please contact me to solve this issue. I will send you my email whe you reply to me. I will be waiting for your reply and a solution to this issue. Thank you.
5 February 2024
Unprompted review
Reply from Cherley
Dear Lucia Hidalgo,
The parcel of your order was shipped on 2/26 and now it is in transit. The confirmation email was sent to your email as well upon shipping. You can reach out to us at complaint@cherley.com before wiritng a review. We will respond within one bisiness day. Thank you for understanding.
Cherley Customer Complaint Team
complaint@cherley.com
My Order
After reading the reviews for this company, I have found myself running into the same problem and regretting ordering from here. I paid $40 for a dress over a week ago, and I was never sent any kind of order confirmation. No update on my order, no email, no text message. I've checked the status page every day for my order since placing it, and it continues to say "awaiting shipment". I even emailed the support email for Cherley, with my order ID, and no one has replied or answered back. I would just like to cancel the order at this point because I won't have the dress in time anyways. I would like a refund. I see they respond to all of the reviews, so I'm hoping that I can get a response to my email.
21 February 2024
Unprompted review
Reply from Cherley
Dear taylor story,
We are sincerely sorry for the inconvenience caused. As requested, we have canceled the order. It may take some time for the refund to get back to you.
（1-If it’s PayPal refund, please await 1 to 7 business days for the funds to settle in your account. You can view the status of the refund from your Account History.
> Log in to your PayPal account.
>Click History
2-If it’s credit card refund, it may take up 5 to 10 business days for the funds to appear in your account. This delay entirely depends on your credit card company and its intermediaries.）
Thank you for your understanding.
Best Regards.
Cherley Customer Complaint Team
complaint@cherley.com
Ordered a dress on the 14th of this…
Ordered a dress on the 14th of this month, no confirmation email or text and still no sign off the dress ordered STAY AWAY!!
We’re writing this on the 28th
14 February 2024
Unprompted review
Reply from Cherley
Hello,
We tried to identify your order ID via your username here to look into and take care of the issue but no order matched your info.
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 to your satisfaction.
Thanks.
Cherley Customer Complaint Team
complaint@cherley.com
I haven't received my order.
made an order on Feb 17th, and I haven't received any response about my shipment. It says it's "awaiting shipment". It's been 9 days and I need an update. I need these clothes before March 13th.
Order ID: CH00320742
17 February 2024
Unprompted review
Reply from Cherley
Dear Nia Anderson,
We apologize for your disappointment caused by the delay in responding. Our factory is experiencing a backlog. We are extending our working time to resolve the issues and hope you can understand.
Your email has been just replied to. And we have used complaint@cherley.com to send you a follow-up email on the shipping. Please check your inbox.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
I ordered a dress 2/5/24 from this…
I ordered a dress 2/5/24 from this website when I type in the order id CH00315179 it says that the order id is invalid. I sent an email to them a couple days ago and even though they claim to respond in 24 hours I still haven’t heard anything back. I would just like an update, or if I need to request my money back! Not a good experience!
25 February 2024
Unprompted review
Reply from Cherley
Dear Amarae,
Please note that the order ID is not a tracking number and thus can't be used to track the order.
The reason for the delay in responding is our support team is having a backlog. The response might be delayed from 24 hours to 72 hours.
We apologize for any inconvenience. If it cannot be delivered as expected, you are always allowed to ask for a cancellation of the order before shipment.
Cherley Customer Complaint Team
complaint@cherley.com
Same issue as others….my daughter…
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 all these reviews….should've known not to order from China. STAY AWAY!!!!!!!!! I sent an email immediately after writing this with the SKU numbers of all 4 items I want to cancel yet the company replied to this review….not my email.
17 February 2024
Unprompted review
Reply from Cherley
Hello,
Should you want the item for a specific occasion, please feel free to contact our customer service team with the SKU of the item to inquire about its shipping time. If it cannot be delivered before the date expected, you are always allowed to ask for a cancellation of the order before shipment.
We are sorry for any inconvenience.
Cherley Customer Complaint Team
complaint@cherley.com
I ordered Feb 17 still haven’t received…
I ordered Feb 17 still haven’t received a confirmation email . I feel like this is a scam , and I’m very disappointed. I don’t think I will recommend anyone shop here . I emailed them and received no response . My name is Stephanie S
16 February 2024
Unprompted review
Reply from Cherley
Dear Aqua Marine,
We apologize for your disappointment caused by the delay in shipping and responding. Both our customer service team and our factory are experiencing a backlog. We are extending our working time to resolve the issues. Again we apologize for any inconvenience and hope you can understand.
Should you want the item for a specific occasion, please feel free to contact our customer service team with the SKU of the item to inquire about its shipping time. If it cannot be delivered before the date expected, you are always allowed to ask for a cancellation of the order before shipment.
Your emails to the support team and complaint@cherley.com have been replied to.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
I ordered a dress with 2 weeks ago…
I ordered a dress with 2 weeks ago without any update.2 emails sent already and nobody reply
Very disappointed
9 February 2024
Unprompted review
Reply from Cherley
Dear Madalina Nicolae,
We apologize for your disappointment caused by the delay in shipping and responding. Both our customer service team and our factory are experiencing a backlog. We are extending our working time to resolve the issues. Again we apologize for any inconvenience and hope you can understand.
Your email has been just replied to. And we have used complaint@cherley.com to send you a follow-up email on this matter. Please check your inbox.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
Hello I orderd a dress but I haven’t…
Hello I orderd a dress but I haven’t received an email and I can not Track it either. I need this dress for 1st.March.2024 but I am worried because I can not track it .
Order ID:CH00320495
16 February 2024
Unprompted review
Reply from Cherley
Dear Meryem Messadi,
We apologize for your disappointment caused by the delay in responding. Our customer service team is experiencing a backlog. We are extending our working time to resolve the issues. Again we apologize for any inconvenience and hope you can understand.
Your email has been just replied to. And we have used complaint@cherley.com to send you a follow-up email on the shipping. Please check your inbox.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
Order did not are
Ordered something on the 17th January and still hasn’t arrived. No tracking details either. Contacted twice and have had no response. Extremely disappointed
17 January 2024
Unprompted review
Reply from Cherley
Hello,
We apologize for your disappointment caused by the delay in shipping and responding. Both our customer service team and our factory are experiencing a backlog. We are extending our working time to resolve the issues. Again we apologize for any inconvenience and hope you can understand.
Could you please provide us with your order details, such as the order number and the email address used for the purchase?
This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Thanks.
Cherley Customer Complaint Team
complaint@cherley.com
Terrible never ordering ever again
Terrible never ordering ever again.
I ordered a dress on the 25th January it is now 15th of feb and I still do not have my order. I have contacted cherley twice and had no response at all. I will be going to my bank to ask for a refund as I don't have my package I have paid for. Absolutely terrible company. I will be telling everyone not to order and will be sure to make bad reviews on every social media platform I have
15 February 2024
Unprompted review
Reply from Cherley
Dear Penny Roxby,
We apologize for your disappointment caused by the delay in shipping and responding. Both our customer service team and our factory are experiencing a backlog. We are extending our working time to resolve the issues. Again we apologize for any inconvenience and hope you can understand.
Your email has been just replied to. And we have used complaint@cherley.com to send you a follow-up email on this matter. Please check your inbox.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
This is such a scam!
This is such a scam!! Do not shop on cherley. I have been waiting to get response on getting a return done . No response since .
26 January 2024
Unprompted review
Reply from Cherley
Dear Shivani Mohanlall,
We apologize for the inconvenience caused by the delay in responding to your email. Our customer service team is experiencing a backlog. But please rest assured that we are not a scam -- your email has been replied yesterday. We have used complaint@cherley.com to send you the return form as an follow-up email. Please check your inbox.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
i need immediate help
i need immediate help, i ordered my bday dress without an account and now i’ve lost the tracking number and have no email to track anything, i have no idea what to do may u help and if u do i will ensure you a five star review 😉
27 January 2024
Unprompted review
Reply from Cherley
Dear Kotryna Mika,
Our order ID starts with CH and the format of the tracking number starts with YH or YT. However, there is no recipient named Kotryna Mika on our system. We kindly suggest you consider the possibility that your order was placed on another website whose name looks similar to Cherley's. We hope you can receive your order ASAP.
Kind Regards
Cherley Customer Complaint Team
complaint@cherley.com
Disastrous Experience with Cherley: A Warning to Potential Customers
My experience with Cherley has been profoundly disappointing. My girlfriend ordered two dresses from their website, and the entire process has been marred by delays, misrepresented products, and a seemingly insurmountable struggle to obtain a refund.
Firstly, the dresses took an inordinate amount of time to arrive, far beyond the standard delivery period. Upon receipt, it was immediately evident that the garments bore little resemblance to the images showcased on the website. The fit was entirely different, and the quality left much to be desired.
Seeking to rectify the situation, we initiated a return request. However, this seemingly straightforward process became an ordeal. Cherley presented various objections, including citing time constraints, the international return centre being in the United States, and insisting on costly return fees. They initially proposed a partial refund, which later dwindled to only half of the total amount.
Despite their assurances of a timely refund within 5 to 10 business days, we find ourselves well beyond that timeframe without any reimbursement. The lack of transparency and the shifting promises have left me deeply dissatisfied.
In light of these issues, I strongly caution prospective customers to exercise prudence and refrain from parting with their hard-earned money on this website. Cherley's practices and customer service have proven to be far below acceptable standards, and the risk of disappointment is too great to justify any transaction with this company.
My order number - CH00293621
It was me that ordered it.
Today you’ve emailed this ‘Dear customer,
Sorry for keeping you waiting so long.
We will contact and urge our financial department to process your refund as soon as possible.
We apologize again for any inconvenience caused.
Best regards,’
However it’s really just not good enough overall.
1 February 2024
Unprompted review
Reply from Cherley
Dear Iain Macdonald,
We apologize for any inconvenience. In this case, your girlfriend can escalate the issue to complaint@cherley.com to sort it out.
You can also give us the relevant order details, such as order ID and the email address, to look into it.
Regards.
Cherley Customer Complaint Team
complaint@cherley.com
SCAM
Ordered a dress for a wedding for £48. Never received the dress and have since since the exact same picture used to advertise the dress on the “House of CB” website for £189 - so this site is obviously a scam. Thankfully I paid via PayPal so I have received a refund through them.
DO NOT ORDER FROM THIS SITE!!!
28 January 2024
Unprompted review
Reply from Cherley
Dear Stacey Collier,
Cherley is not a scam and would like to address your concerns.
1)
Your order has been shipped out and the confirmation email has been sent upon shipping. If you have not seen it, please email our support team at support@cherley.com to inquire about the status, especially when you need the product for a specific function. Our support team's response timeframe is 24 hours, which ensures effective assistance to our customers.
2)
The products and images displayed on our website are provided by our supplier. We are committed to ensuring the authenticity and adherence to legal requirements in our product offerings. In this case, we are in the process of investigating the incident and will provide prompt feedback to the supplier for verification.
We appreciate your vigilance and kindly request you to provide us with a picture of the product you are talking about. This will help us locate the SKU quicker and initiate the necessary steps to resolve this problem ASAP.
Thank you in advance.
Cherley Customer Complaint Team
complaint@cherley.com
Actually ZERO stars is more like it…Horrible company
Actually ZERO stars is more like it .This company is very dishonest! They do not except returns even though they state in there return policy that they do. They want to offer me a 10% refund for $80.00 boots that do not fit me. Really disgusting customer service buyer beware ! They make it appear they are USA based... but you guessed it CHINA . There Karma will be a a pay back, for that I have no doubt!!
26 January 2024
Unprompted review
Reply from Cherley
Dear Jennifer Pepper,
There are only three pairs of boots on sale on Cherley currently. I checked your name on our system but no "Jennifer" and "Pepper" ever bought boots on Cherley. Could you give us your order ID to follow up on the case? Thank you in advance.
Cherley Customer Complaint Team
complaint@cherley.com
I ordered a few dresses for a wedding…
I ordered a few dresses for a wedding on the 3rd November. When they arrived, the quality wasn’t that great and the colour wasn’t 100% the same as online. Ultimately, the dresses weren’t for me. I requested a full refund (they offer you different options, most of which you don’t get a full refund). I payed my shipping fees and the return was made. Once the dress arrived, I didn’t hear anything from Cherley, no confirmation that it had been received, even though I could see it had on the tracking link. I had to reach out to them and request my refund to be processed. They said it will take a few days to reflect (as it normally does) but I have been waiting for over 4 weeks and I still haven’t received my refund. Their communication is poor and until I receive my refund, they are extremely untrustworthy. I would not recommend buying from them.
3 November 2023
Unprompted review
Reply from Cherley
Hello Cath,
The refund has been issued and we will use complaint@cherley.com to send you more details.
If you don't like the interaction or solution with the support team, you are always allowed to escalate the case to complaint@loragal.com. We will try our best to take care of it.
Feel free to reach out to us if you have any follow-up questions.
Cherley Customer Complaint Team
complaint@cherley.com
Kindly surprised.
I've never buy anything in Cherley and I tried this time. I had a mistake with the size and when I realized I email them to fix it before the dress arrive. They did it immediately and I received my dress in the correct size. I'm in love with the dress, the quality and is accurate to the images. I will buy it again cause this was a gift for my cousin.
18 January 2024
Unprompted review
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