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
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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’m editing my review as the dress finally arrived! I initially left a 1 star review due to never receiving a confirmation email so I had no clue if and when my order had shipped. After leaving a revi... See more
Company replied
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... See more
Company replied
Company details
Contact info
Hong Kong,105-111 Thomson Road，Wan Chai., Hong Kong, China
- 13048875706
- business@cherley.com
- cherley.com
2.3
Poor
428 reviews
Replied to 66% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
February 16, 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
January 17, 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
February 15, 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 .
January 26, 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 😉
January 27, 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.
February 1, 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!!!
January 28, 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!!
January 26, 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.
November 3, 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.
January 18, 2024
Unprompted review
It said it would come in a week…
It said it would come in a week it came three weeks later, i am appalled with this service, i only got it now
January 16, 2024
Unprompted review
Reply from Cherley
Dear Sally,
We apologize for any inconvenience caused by the delay in delivering your order. Could you give us your order info to investigate the case? Should you have any follow-up questions, please feel free to contact us at the email address below.
Faithfully,
Cherley Customer Complaint Team
complaint@cherley.com
Ordered a dress for a 21st Birthday
Ordered a dress for a 21st Birthday. It never arrived but I was sent a picture of the package going through somebody else's letter box. Tried to get help from Cherley. They refuse to accept it is their problem and want me to chase up with the courier. Asked for a refund but all I get is delay and obfuscation from Cherley.
January 3, 2024
Unprompted review
Reply from Cherley
Update：
Thank you for giving us your order info. The order has been refunded.
Hello CLT,
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 complaint@cherley.com? This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Looking forward to hearing from you.
Cherley Customer Complaint Team
complaint@cherley.com
The clothes shown and the clothes sold are not the same.
I ordered your dress through your website which I thought was very pretty so I ordered it.
But the dress I received was not at all like the sample shown. Not all the same
There is no back zipper, not in the sample picture.
The arms are very short. Not as long as in the example picture.
Poor quality sewing
The retention of details is very poor.
The color of the lining fabric is not the same as the color of the sample shown.
Nothing like the example you posted on your website. Very, very, very bad.
How do you get through sales like this? Have you checked the product quality before selling?
This is my Email
i have pictures or anything if you want
January 10, 2024
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the discrepancy of the item received. Please rest assured that orders are returnable and refundable -- you can reach out to us to sort it out.
For your convenience, our team member has used complaint@loragal.com to send you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Cherley Customer Complaint Team
complaint@cherley.com
Ripoff
Received my $40 knockoff dress. When I received it (in a small package) I knew I was doomed. The quality was “ok” as I was expecting much worse, but knew I couldn’t wear it because the stitching on the back was not aligned and it would be visible to anyone walking in back of me. TikTok please vet your advertisers because they are using legitimate sites and stealing their content. Shameful!
January 5, 2024
Unprompted review
Reply from Cherley
Dear Vernie Renée Maier,
We apologize for your dissatisfaction with the quality of the item received. As we always go through quality inspection on our merchandise before shipment, the blame is on us if you feel dissatisfied in this regard. Please rest assured that orders are returnable and refundable -- you can reach out to us to sort it out.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Cherley Customer Complaint Team
complaint@cherley.com
I really wish I would have read the…
I really wish I would have read the reviews. Do not buy from this company. The quality is awful for the price I paid. It smells funny it’s just awful.does not look anything like the photo either.
December 28, 2023
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the quality of the item received. As we always go through quality inspection on our merchandise before shipment, the blame is on us if you feel dissatisfied in this regard. Please rest assured that orders are returnable and refundable --you can reach out to us to sort it out.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Could not cancel order
I attempted to cancel my order 2 hours after it was confirmed due to personal reasons, so i emailed them.
The answer came 2 days later with an ‘We are sorry but the item has been shipped so we cannot go through with the cancellation’, which is exactly why i had tried to cancel before it was shipped and they still shipped it (It was shipped 2 days after I had sent the email).
Now I am waiting for it to arrive (it hasn’t yet) so I can return it, and I’ve yet to have received the dress. I am waiting for it to arrive even if late to see how things will go, hopefully they answer.
December 19, 2023
Unprompted review
Reply from Cherley
Dear Mika,
We are sorry for any inconvenience caused by the delay in responding to your email. Though we try our best to make a response within 24 hours of receiving it, the reply might be delayed in situations like overstock and day off. We hope you can understand.
Your order has been in transit to USPS. It is expected to be delivered on Dec. 29. We have sent you another email to give you more shipping details.
Best Regards,
Cherley Customer Complaint Team
complaint@cherley.com
Prompt and kind response
They were quick to reply and kind in their response. They helped with an order issue that most places would've told me it was too late to change.
December 20, 2023
Unprompted review
They said they’d respond to emails in…
They said they’d respond to emails in 24 hours but i still haven’t gotten a response after a day. I need to cancel my order.
December 17, 2023
Unprompted review
Reply from Cherley
Dear Abi Good,
We would like to clarify that our response time is one Business day. This means at weekends we can't respond as speedy as weekdays.
Additionally, your order has been canceled.
Should you have any follow-up questions, please feel free to contact us.
Faithfully,
Cherley customer complaint team
complaint@cherley.com
I had bad experience with this company…
I had bad experience with this company I did ordered a dress in September just arrived on 4th of December. Also the quality of dress was awful, as well as not described on the website there fore I wouldn’t recommend this website for shopping.
December 4, 2023
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the quality of the item received. We understand how frustrating it can be to receive a dress that didn't meet your expectations, especially after a long wait. We take customer feedback seriously and will review our turnover time and quality inspection.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Stolen designs and photos
These dresses are directly taken from house of CB- they are exact copies and come in significantly worse quality- the images are identical to that of House of CB so they don’t even try to remodel the dresses before ripping of the images.
December 7, 2023
Unprompted review
Reply from Cherley
Dear Mel,
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 greatly appreciate your vigilance and bringing this matter to our attention. We take your feedback very seriously. As an honest seller, we value and respect all intellectual property rights. We were wondering if you could 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.
We can be contacted at the email below. We look forward to hearing back from you.
Cherley Customer Complaint Team
complaint@cherley.com
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