Shipping was way longer than stated and it was nearly impossible to track, to the point that I thought I was scammed. The tracking number wouldnt work for any of the normal carriers and I never reciev... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Placed an order at the beginning of December and have yet to hear anything about my bag being shipped, it has a shipping number but based on the website the only update is that it has been scanned o... See more
Company replied
The sizing guide of shoes for women is not correct. The delivery time was too long as well. I wasn't able to return the shoes I ordered as it took too long to arrive. I already left for vacation when... See more
Company replied
I ordered a bag online on December 2, 2025, confident it would arrive by Christmas (at least, the website clearly stated that orders placed by December 2 would be delivered before Christmas). The bag... See more
Company replied
Company details
Written by the company
CHARLES & KEITH is a shoes, bags & accessories brand making headlines. Fashion Insiders biggest kept secret with affordable price points paired with luxury quality and design.
Contact info
Tai Seng Link 6, 534101, Singapore, United States
- CS-DEPT@charleskeith.com
- www.charleskeith.com
3.5
Average
12K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No stars
No stars ! If that was an option. I still have not received my bag after they confirmed I was missing one item they never shipped and took my money. I had to email them and still no response. This is a scam cannot even call it company. Complete trash
4 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. We needed time to investigate, and the courier has now provided an update. We will follow up with you directly via email to resolve this matter.
Best Regards,
CHARLES & KEITH Customer Service Team
Very disappointed with this bag
Very disappointed with this bag. The material feels so cheap and started peeling after just a 15days of use. The stitching is weak, and one of the straps came loose almost immediately. Definitely not worth the price—I wouldn’t recommend this brand and bag to anyone looking for quality or durability. I want my money back and I purchased it from Chandigarh India( Elante Mall). I live in Norway so i didn’t get time to go to th mall and tell them that the bag is total garbage. I left India the time I find out the bag is peeling and it’s fake.
2 October 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your disappointment. We’ve sent a reminder to our team in India to review your case as a priority. If you have any additional details to share, please reach out to us via email.
Best Regards,
CHARLES & KEITH Customer Service Team
Online shopping is a rip off
Online shopping is a rip off.
Ordered a package 7th of december. Didn't receive anything, no replies on
customer service, nothing.
7 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Please note that during the holiday season, customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines. Rest assured that we are working to get all orders to our customers as quickly as possible.
If you need further assistance, please feel free to contact us at customers@charleskeith.com.
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Still Waiting
Placed an order at the beginning of December and have yet to hear anything about my bag being shipped, it has a shipping number but based on the website the only update is that it has been scanned once with no location. I have also sent them two emails asking for updates with no response yet. This was supposed to be a Christmas gift which I thought would arrive in time based on the original shipping estimation.
Edit: Finally received the bag, it is stunning and exactly what I was looking for. Despite their poor shipping updates and customer service the bag is beautiful. If you order just do not expect good tracking details or timely customer service.
8 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Please note that during the holiday season, customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines. Rest assured that we are working to get all orders to our customers as quickly as possible.
If you need further assistance, please feel free to contact us at customers@charleskeith.com.
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
The company is trustworthy
The company is trustworthy. But this time they delay a little bit.
22 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We appreciate your feedback regarding the delivery time and will take it into consideration.
We look forward to welcoming you back soon. Don’t forget to subscribe to our newsletter on our official website to stay updated on new arrivals and promotions.
If you need any further assistance, please feel free to reach out to us at customers@charleskeith.com
.
Best regards,
CHARLES & KEITH Customer Service Team
Such a beautiful bag
Such a beautiful bag! Stylish, classy, and excellent quality. I love it so much and would definitely buy from Charles & Keith again.
21 October 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
good quality, but….
I ordered a bag online on December 2, 2025, confident it would arrive by Christmas (at least, the website clearly stated that orders placed by December 2 would be delivered before Christmas). The bag was shipped on December 5, reached Hong Kong on the 9th, and stayed there until December 17. On that day, worried that the shipment was stuck for some reason and fearing it might never arrive (after reading several reviews about failed deliveries), I decided to email ECMS Express, the courier handling the shipment, because the customer service I had tried to contact through the website never responded. Result? Just one hour after I sent the email, the package was finally dispatched (at that point, I assume it had simply been forgotten in a warehouse). From December 17 until today, January 5—the actual delivery date—I had to send another email to customer service because the tracking stopped updating for several days. In any case, the bag itself is very beautiful, the stitching is well done, and the quality is good. That’s the only thing that stands out positively amid an awful shipping service and customer support that definitely needs major improvement.
5 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your experience. We’re truly sorry for the delays and the lack of timely support you encountered. This is certainly not the experience we aim to provide, especially during the holiday period.
We appreciate your patience and are glad to hear that you’re happy with the bag itself. Your feedback regarding the shipping and communication has been noted and will be shared with the relevant teams for improvement. Thank you again for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
But at your own risk
Their customer service on WhatsApp is not bad. They replied within 24 hours and they were polite. Their policies, however, are quite unnecessary and very very unreasonable. Sure, their products aren’t bad. But, buy at your own risk!!! Their refund policies are insanely difficult to achieve, and nearly impossible. They don’t really do exchanges. If you’re gonna spend money, find a different company. The time it takes to deliver (about a month), plus the price, plus the quality aren’t worth it. The quality is OKAY. But if the delivery is gonna be that long, something has to give. I’ll never purchase from there again. I’d rather buy a luxury product, faster deliver, but worth the money. Not this. Again, buy at your own risk ⚠️
26 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback with us. We’re sorry to hear that your overall experience did not meet expectations. While we’re glad our team was able to assist you promptly on WhatsApp, we understand your concerns regarding our policies and delivery timelines.
Your comments have been noted and will be shared with the relevant teams as we continue reviewing our processes and customer experience. We appreciate you taking the time to share this with us.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Very easy to order on website
Very easy to order on website, products are excellent, and shipping is very quick to Australia.
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Customer service is so bad
Customer service is so bad.
It takes forever to get responses from them.
Can’t get the return label after getting approval from return request.
25 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience. Your return request issue should have been resolved.
If you have any further questions or need assistance, please reply to our current email thread so our team can help you directly.
Best regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
The delievery is very very poor
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear this and understand your frustration. Please be assured that your feedback has been noted and shared with our team as we continue working to improve our delivery experience.
Best Regards,
CHARLES & KEITH Customer Service Team
Impressive quality, price & product range
Quick delivery from Singapore to Melbourne in time for Christmas, thank you. Excellent communication & tracking updates. My daughter is very happy with the bag. We continue to be impressed with Charles & Keith’s quality, price and range of products
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Customer service is not good till now I…
Customer service is not good till now I didn’t receive my parcel it’s been almost 4weeks
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for your experience. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
My package still hasn’t arrived and I…
My package still hasn’t arrived and I ordered 2 and a half weeks while paying the express shipping
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand your frustration. Your order was successfully delivered on 7 January. The delay was due to higher order volumes during the holiday season, and please note that customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines and tracking updates.
We appreciate your patience and thank you for sharing your feedback.
Best regards,
CHARLES & KEITH Customer Service Team
Dear Charles & Keith Customer Care…
Dear Charles & Keith Customer Care Team,
I am writing to report a serious delivery issue with my recent order, which has been incorrectly marked as “customer rejected.”
**Order Number:** USA04907134
**Tracking ID:** TBA327090276161
**Delivery Address:** 2160 Lincoln Street, CA 94303, USA
The delivery driver **did NOT come to my actual address**. Instead, the driver went to **2160 Lincoln Avenue**, which is a completely different location, and then contacted me claiming that there is no “Lincoln Street.”
This is factually incorrect.
* **The address I entered is correct**
* **2160 Lincoln Street exists**
* The driver went to the wrong location and made no attempt to reach the correct address
* I did **NOT** reject the package at any point
Despite this, the shipment has been wrongly updated as “rejected by customer,” which is unacceptable and misleading.
This error is entirely due to **delivery negligence**, not customer refusal. I am extremely disappointed by how this was handled, especially since this was a gift.
I request the following immediately:
1. Confirmation that this was a delivery error, not a rejection
2. A **refund or reshipment at no additional cost**
3. Assurance that my account/order will not be penalized for this mistake
Please investigate this matter urgently and correct the shipment status.
I look forward to your prompt resolution.
Sincerely,
Dharmamithra Tirunagari
Phone: +1 630 542 0772
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for your experience. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Damage Quickly
Received these boots on 12/26 and by 1/2 they’ve already peeled at the toe.
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about this issue. Please email us at customers@charleskeith.com with your order details and photos so our team can review and assist you further.
Best regards,
CHARLES & KEITH Customer Service Team
We didn’t receive our order yet so we…
We didn’t receive our order yet so we can’t review it.
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email. If the parcel is confirmed lost, we will issue a full refund, so there’s no need to worry.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
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