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.
Do not order from this company.
"I did not receive my order from this company, and it's been over two months. The prices are extremely high, and to make matters worse, I found the same dress on Shein for a third of the price after ordering. I requested a refund, but they refused. Terrible customer service—they'll take your money and leave you with nothing. Do not order from them!"
January 22, 2025
Unprompted review
Reply from Cherley
Dear KB,
We are sincerely sorry for the distress and dissatisfaction our service has caused you. This is not the kind of experience we want our customers to have.
First, we want to apologize for the delay in your order. However, we are glad to inform you that the Estimated Time of Arrival (ETA) for your order has been determined, and our customer service has already informed you of this.
Our customer complaint department has also sent you an email regarding your concerns. If you still have any other questions or issues, please feel free to reply to that email or send us a new one at the address below.
We are sorry that you found the prices high. We strive to offer competitive prices while maintaining the quality of our products, but we clearly fell short in this case. Regarding the refund request, we will review this situation again to see if there were any misunderstandings.
We understand your frustration and we are committed to improving our service. We hope that you will give us a chance to make things right.
Best regards,
Chereley Team
complaint@cherley.com
BUYER BEWARE!!!! DO NOT BUY FROM CHERLEY!!
I would not ever order from this company. They will take your money. I lost $35.98 to this company, who by the way still have the web site in service. DO NOT ORDER ANYTHING FORM THIS COMPANY. Money lost down the drain. This is illegal.
December 9, 2024
Unprompted review
Reply from Cherley
Dear Spaccie,
We are truly sorry for the distress and disappointment that our company has caused you. This is not the standard of service we aim to provide, and we deeply apologize.
Your order is currently in transit, and our customer service has already informed you of this. We understand your concern about your money, but rest assured that we are working to ensure your order reaches you as soon as possible.
Our customer complaint department has also sent you an email. If you have any further questions or concerns, please feel free to reply to that email or send us a new one at [your company email].
We are sorry for the inconvenience and worry that this situation has brought to you. We are committed to improving our service and regaining your trust.
Best regards,
Chereley Team
complaint@cherley.com
Horrible company that will ship you a crappy product and keep your money!
I wish I would’ve paid for this through my PayPal so I could dispute the charge. I purchased a Christmas outfit, it took quite a while to receive and when I received it, it was so small that it probably wouldn’t even fit a child. I’m a size 0 to 2 and I couldn’t even get one leg in the jumpsuit. I immediately asked for return instructions and they strung me along for three weeks until I finally gave up. Horrible company! If you are a 12-year-old, you might have luck with their sizing, but forget about returning anything, they don’t even send you a return label or address where to return, and they offered to give a $5 credit for a $40 item. Thieves! 🤬
December 31, 2024
Unprompted review
Reply from Cherley
Dear Lori Anderson,
We are deeply sorry for the terrible experience you had with our company. This is not the level of service we strive to provide, and we sincerely apologize for all the inconvenience and disappointment.
Our customer complaint department has already sent you an email regarding this matter. Please check your inbox carefully. If you have any other questions or concerns, please feel free to reply to that email or send us a new one at [your company email].
We apologize for the sizing issue of the Christmas outfit. We understand how frustrating it must have been to receive an item that did not fit as expected. Regarding the return process, we are very sorry for the delay and lack of proper communication. We will review our procedures to ensure this does not happen again.
We also apologize for the offer of a 5 credit for a 40 USD item. Though the original offer was indeed about 10 USD and the subsequent one was a higher one, this was not an acceptable solution. We will look into this and make sure that we handle such situations more appropriately in the future.
Once again, we are truly sorry for the problems you faced, and we hope to have the opportunity to make it up to you.
Best regards,
Chereley Team
complaint@cherley.com
Quality Issues, But Excellent Customer Support
I was disappointed with the quality of the dress I ordered from Cherley, but their customer service team was amazing. They apologized for the inconvenience and offered a refund instead of store credit. I'm grateful for their quick resolution and willingness to improve.
December 5, 2024
Frequent product updates
Cherley's product updates are very frequent, which allows me to discover new surprises every time I visit the website.
December 15, 2024
Social Media Interaction
Cherley is also very active on social media, often posting fashion information and promotional activities.
December 3, 2024
Intimate matching suggestions
Cherley's website has a lot of matching suggestions, which makes it easy for me to create stylish outfits.
November 12, 2024
Ming's Help Kept Me a Cherley Customer
Ming from the Cherley customer service team was super helpful and resolved my issue quickly. She had a great selection, fast shipping, and provided excellent assistance. I will shop at Cherley again in the future.
December 3, 2024
Unexpectedly good-looking
I bought it from a fashion blogger's recommendation, and also bought the same boots as the blogger. The whole outfit adds up to $69.49, which is very cost-effective. I will continue to follow Cherley's social media sharing of fashion.
November 19, 2024
Numerous coupons
I often receive coupons on the website and enjoy more shopping discounts.
December 10, 2024
Does not take returns, and order took over 2 months to recieve!
Ordered my dress from Atlanta, Ga in October and recieved in January. Once received I immediately asked for a refund, as my wedding had already come and gone (late November). They would NOT refund my money nor take back the dress, eve though their website states they have a 30 day return guarantee.
October 30, 2024
Unprompted review
Reply from Cherley
Dear Sydney Bailey,
We are deeply sorry for the inconvenience and disappointment you've experienced. It is unacceptable that it took over two months for you to receive your order, and we apologize for not meeting your expectations regarding the return and refund.
We would like to inform you that our customer complaint department has already sent you the return address. Please check your email carefully. Once we receive the dress, we will process the refund.
We value your feedback and will take steps to improve our delivery and return processes to ensure that such issues do not occur in the future.
Sincerely,
Chereley Team
complaint@cherley.com
I ordered my stuff on 10/10/24 to get…
I ordered my stuff on 10/10/24 to get one dress out of 3. I am still waiting for the other 2 and let me tell you. HORRIBLE 😤 looks nothing like advertised I get better quality and cheaper price in Shein. I’m sure the other 2 outfits when they get here will be a hot mess. SAVE your money!! 💴
October 10, 2024
Unprompted review
Reply from Cherley
Dear Drea Hobbs,
We are extremely sorry for the disappointment you've experienced. It's unacceptable that the dress you received doesn't match the advertisement and that you're still waiting for the other two items.
Our company takes pride in providing quality products and efficient service, and clearly, we have fallen short in your case. We have already started taking steps to address this issue and have sent you a communication regarding this. Please check your inbox as we are committed to resolving this matter as soon as possible.
Best regards,
Chereley Team
complaint@cherley.com
This place is a JOKE
This place is a JOKE! Poorly made cheap material product. TERRIBLE RETURN POLICY! SCAM AVOID AT ALL COST! Reporting them to BBB.
December 18, 2024
Unprompted review
Reply from Cherley
Dear Cathy O'Brien,
We are extremely sorry to hear that you have had such a negative experience with our product and return policy. This is not the kind of feedback we strive for, and we take your concerns very seriously.
We would like to look into this matter further. To do so, could you please provide us with your order number and other info relating to your order? This will help us quickly identify your order and take the appropriate steps to address your issues.
Our goal is to provide high-quality products and excellent customer service, and clearly, we have fallen short in your case. We are committed to making this right and ensuring that you are satisfied with the outcome.
We hope you will give us the opportunity to resolve this issue.
Best regards,
Chereley Team
complaint@cherley.com
Ordered clothing beginning of November…
Ordered clothing beginning of November now it's middle of December and still nothing. I have sent emails and no response. Seems like a fraudulent website. Update...Do not order from them. January 9th still have not received order. Order # CH00460110. No response other than on here from company.
December 9, 2024
Unprompted review
Reply from Cherley
Hello,
Our customer service team always responds to emails within 24 hours. If you don't see a response within the timeline, please check your spam or junk folder to see if our email has been filtered there. If you still cannot find it, please email us at the address below. We are not a scam and we are dedicated to addressing the problem.
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.
Chereley Team
complaint@cherley.com
It is the best.
December 6, 2024
Unprompted review
Terrible materials that stinks!
This is my 1st purchase from Cherley and I must say that the quality is terrible! Terrible cheap fabrics, dress smells disgusting! It intensively smells with chemicals most certainly from using cheap colours I can barely breathe when I am trying it on!!!
I explained all situation to support team they have been asking me "what is wrong with quality" when I already described everything in my email! They are wasting my time. Also they just stole photos and videos of a famous expensive atelier that sews these dress models and use it on their web page to confuse customers but fabrics, quality of the work differs drastically!
Better create your own brand than steal other's ideas!
Also I tried to leave a negative review on their page and guess what - it is always a technical error and I can not submit it. They are gathering fake only positive reviews.
November 10, 2024
Unprompted review
Reply from Cherley
Dear Julia,
We are extremely sorry for the distress and dissatisfaction you've endured.
Concerning the quality of the materials, it's unacceptable that you received a product made of such poor-quality fabric. We'll conduct a thorough investigation into our sourcing and quality-control processes to ensure this doesn't recur. We'll look into the manufacturing process to find out what could have caused the unpleasant smell.
Our support team's response was inappropriate. They should have been more responsive and not make you repeat your concerns. We'll retrain our support staff to handle such situations better in the future.
The accusation of stealing photos and videos is a grave matter. We'll immediately look into this. If there has been any misappropriation, we'll take corrective action at once.
Regarding the issue of leaving a negative review, we'll check our review system right away. We are committed to providing a fair platform for all reviews, positive or negative.
To help us resolve this issue more effectively, could you please share your order number via the Trustpilot background or emailing at complaint@cherley.com? We sincerely hope you'll give us a chance to make things right.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Don’t buy anything from this company
Don’t buy anything from this company. Badly made outfits, looks cheap and not even stitched properly. They will give you a discount on your next out fit, lol!! or you can return back to the USA from the uk for £21 GBP to receive a refund. The outfit took a month to arrive from china, massive con.
Avoid at all costs. Use shein instead
October 29, 2024
Unprompted review
Reply from Cherley
Dear Adele Bailey,
We are extremely sorry for the negative experience you've had with our products.
Regarding the quality issue, we take this very seriously. We have quality control measures in place, but it seems we fell short in your case. We will look into our production processes to ensure this doesn't happen again.
About the return shipping, as per our policy, we require all customers to cover the return shipping cost. Therefore, we offer a partial refund as a gesture of goodwill to customers who may find the return not practical. We understand that this may not be ideal but it is a necessary policy to ensure that we can continue offering affordable prices.
Regarding the delay in delivery, we want to assure you that it's not a reflection of our usual standards. Due to unforeseen circumstances involving logistics and customs clearance, the shipment has faced unexpected delays. We acknowledge that this isn't an excuse but an explanation for why it didn't arrive sooner.
Again we apologize for any frustration you experience, we encourage you to escalate the matter to our customer complaint team to sort it out. We will do our best to rectify the situation.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Never shopping here because of customer service
I will never place any orders with this joke of a shop. I didn’t even get a chance to test out the clothes because I received my summer clothing in October when it was obviously too late to wear. Customer service honestly could not be any worse. At first when I contacted them about a package delay they told me to wait as it takes 1-3 weeks to ship and assured me I’ll be getting it soon. I waited and waited even though every time I’d check the tracking info it would not show any progress. When I contacted them again they told me to wait and that it will be deliver soon, something about customs. I waited some more, and contacted them again requesting to cancel the order as it was already getting cold and too late to wear this season. They refused to cancel and said because it’s already on the way they can’t do anything.. At this point there was still no progress on the tracking and they said that something happened at customs and they need to repack my order and send it again. I asked why can’t they just cancel it if they’ll be getting it back anyways and all they kept telling me is to wait. When it was end of September and still no package I told them I’ll be disputing the charge with my bank because I haven’t received what I ordered and it’s been way past delivery window. They tried to offer me $10 to shop on their website which was ridiculous considering I wanted nothing to do with them and then they told me to wait a little longer to sometime in October. I said I won’t need their clothes by then after which they offered me 50% refund if I don’t dispute the transaction. I thought whatever fine, may be I’ll just keep the clothes for next summer and try to order something for the winter with the 50% that they offered me. After my package arrived I told them I got it and want the 50% refund. They told me they won’t refund me because they offered it when I still didn’t have the package. I was absolutely mind blown as I did my part of the deal which was not calling my bank, and when the package arrived they back out. They did offer me $20 or 20% off my purchase with them for the inconvenience but at this point with all the lying and gaslighting they put me through along the entire process, I will absolutely not shop here ever again so I don’t need their half assed discount. I am returning every single item I have no interest in even trying them on. This is how you lose a customer and many potential customers as my friends and I always share our online shopping experiences with each other, from poor customer service. It would only take them simple understanding my frustration and offering a solution that would work for us both, but they decided to only think of themselves and leave me with summer clothes in the middle of October with zero refund, only gaslighting emails. I even asked if I could just order different clothes from their website for the same amount since they’ll be getting my package returned to them, might as well get something else if it’s a completely different season, but they ignored that and told me to wait 25 more days lol. Good luck with keeping this store running with this kind of customer service.
October 11, 2024
Unprompted review
Reply from Cherley
Dear Ella Trunova,
I am writing with the utmost regret and understanding of the profound frustration andwritten inconvenience you have experienced. Your detailed account of the delays, poor communication, and unsatisfactory resolutions has been brought to my attention, and I want to assure you that your dissatisfaction does not go unaddressed.
I'd like to shed light on the reasons behind these unforeseen circumstances. As it turns out, your package unfortunately came under random customs inspection during its journey to you. While most packages pass through quickly, yours required further scrutiny, leading to the delay you experienced. The "repack" you mentioned was actually a necessary step carried out by customs officials during their inspection process, which added to the prolonged timeline.
Regarding your request for a refund, I have personally reviewed your case and have taken immediate action. I can confirm that a 50% refund has been processed, which should reflect in your account within the next 3-12 business days (depending on the financial insitution).
Furthermore, I will instruct our team to improve our communication protocols and ensure more proactive and empathetic support to our customers. We are taking your feedback as a critical learning point to prevent similar issues in the future.
I understand that rebuilding trust may be difficult after such an experience, but please know that your satisfaction is our priority. We hope to have the opportunity to serve you better and make it up to you.
Please do not hesitate to contact me directly if you have any further concerns or require assistance. Your patience and understanding throughout this ordeal are greatly appreciated, and we are committed to making things right.
Warmest Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Swift customer support
I needed to return a dress and customer support has been excellent.
September 9, 2024
Unprompted review
The dresses I received look nothing…
The dresses I received look nothing like what I ordered and I am trying to get a return and refund from them but I haven’t received a reply or a label. I am going to contact my bank.
August 30, 2024
Unprompted review
Reply from Cherley
Dear Grace,
Our response timeframe is 24 hours. This means you will receive a response within one business day but not right away. We apologize for this and hope that you can understand.
It is verified that our customer service team has already replied to your email to follow up on resolving the problem. If you have any follow-up queries, please feel free to contact us at the address below.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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