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.
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.
June 20, 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
Satisfied with Pretty Mini Dress Purchase
The dress is truly beautiful with a flawless fit. this dress delivers on its promise of style and comfort. Buying this Mini Dress was a good decision.
June 14, 2024
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.
June 14, 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
June 14, 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
June 12, 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
June 11, 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!!
May 18, 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
June 4, 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.
June 7, 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
Don’t waste your money the clothes…
Don’t waste your money the clothes looks nothing like the picture. It’s expensive. I’ve never in my life seen such cheaply made clothes.
May 1, 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. If you have not seen it, kindlky direct to us at the address below.
We hope to hear from you and that this issue is resolved ASAP.
Best wishes,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Shopping at Cherley has been awsome!
Shopping at Cherley has been an absolute delight! As a thoughtful boyfriend on the quest for the perfect dresses for my girlfriend, I stumbled upon Cherley and decided to give it a try. Needless to say, I was not disappointed.
The dresses I purchased were not only stylish but also of impeccable quality, especially considering their reasonable prices. My girlfriend was over the moon with her new outfits, which is always a win in my book!
While I encountered a few minor issues with some dresses, the support team at Cherley was quick to assist and resolve any concerns I had, demonstrating their commitment to customer satisfaction.
Overall, my experience with Cherley has been fantastic, and I can confidently say that I will be returning for future purchases. If you're looking for trendy attire without breaking the bank, Cherley is definitely the place to shop. Highly recommended!
April 25, 2024
Unprompted review
Reply from Cherley
Hello,
Thank you for the support! We are more than happy to see you feel happy with your order. We will keep up our hard work to offer better merchandise and faster service, hoping to see you again. If you have any queries, please do not hesitate to get in touch with us (at support@cherley.com.)
Warm regards,
Shipping time
Its been 1 month and my dress hasn’t been shipped out. Please help.
May 31, 2024
Unprompted review
Reply from Cherley
Hello,
We are deeply sorry for any inconvenience caused by the delay in shipping.
Should you have awaited your order for a while without any update, please check if your order is a pre-order via the item title first, then contact our customer service team at the address provided below to inquire about its shipping time. We will be responding in one business day.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Clothes are even cheaper quality than…
A) Close are the same 'cheap' quality that other sites sell (no problem, that was expected) but I found more expensive and sizing was interesting (very short but way too wide)
B) no confirmation was generated and it was a hassle to get from the that information
C) Returns are ridiculous. 1st you have to pay. 2nd- they first try to get you do do a credit. 3- returns are handled through a 3rd party and you are expected to give them tracking info after you ship it. 4- you have to physically go to a post office to get tracking inf.
Let's see if I ever get my refund.
The process is probably intentional to deter returns.
Shein, Temu, etc are much better if you want this kind of stuff -without the hassle.
May 20, 2024
Unprompted review
Reply from Cherley
Hello,
We deeply 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.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Do not order I learnt the hard way 😖 no…
Do not order I learnt the hard way 😖 no confirmation sent , arrived after 2 weeks ish . Worst quality I’ve ever seen then told would only get 20 refund as shipping wasn’t free! Con basically I’m 30 quid out of pocket 😡😡😡😡
May 16, 2024
Unprompted review
Reply from Cherley
Dear Bryony,
Please accept my heartfelt apology for any frustration you might experience. Your feedback is invaluable, and 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.
Regarding the return policy, we do require returns for a full refund to be shipped back to us at the customer's expense. However, we do offer a partial refund for certain situations where returning the product may not be possible or practical.
The total refund for cancellation of the first item (36GBP) and for the partial of the second item (20 GBP) would be 56 GBP. We will be sending you a screenshot of the refund for your verification.
You should receive the second in between 1 and 5 business days after the response.
We are fully committed to providing the best possible service. If you have any follow-up queries, please feel free to contact us at the address provided below.
Best Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Complete rip off
After waiting nearly 2 months for my dress to arrive, I received and was very disappointed with the dress. The material was cheap and see through and the size was completely wrong. I ordered a small and that’s definitely not the size I received ( there was no size tag on the actual dress ). I contacted them to return the dress and they offer me £14 something for a £40 dress and then offered me more money if I pay to return it myself ( which according to other reviews on here is nearly £20 )
To anyone looking to purchase from this site I would strongly recommend that you don’t as it is a waste of money and a complete con. I wish I had seen all these reviews before to save me wasting £40
May 27, 2024
Unprompted review
Reply from Cherley
Dear Sarah Dakin,
We sincerely apologize for any inconvenience and dissatisfaction you may have encountered during your experience with us.
Firstly, we deeply regret the shipping delay that has caused you distress. Unfortunately, we faced an unforeseen backlog at that time, resulting in the postponement of shipping for a batch of orders. You are welcome to reach out to our customer service team, providing them with the SKU of the item to inquire about its estimated shipping timeline. Should delivery not meet your anticipated date, please be assured that you have the option to request the cancellation of your order prior to shipment.
Furthermore, we extend our apologies for your dissatisfaction with the return process. We understand that having to cover the return shipping costs may have added to your inconvenience. However, as per our established policy, we require customers to bear these expenses. We recognize that this may not be the most favorable arrangement; nevertheless, it is a necessary measure to maintain our ability to offer competitive prices.
The previous offer extended by our support team stands at 35.2 GBP, which represents a full refund of the item's price. If you wish to proceed with this offer, please inform us, and we will promptly process the refund to your original payment account. Alternatively, if you have any other suggestions or concerns, do not hesitate to share them with us. We are wholeheartedly dedicated to delivering exceptional service to all our valued customers.
Warmest regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
The dress is horrible and the company…
The dress is horrible and the company is refusing to send information to make a return unless we submit a picture of my daughter in the dress. SUPER CREEPY and VERY ILLEGAL. Do NOT order from this site
May 24, 2024
Unprompted review
Reply from Cherley
Dear Katherine Shoemaker,
Please accept my heartfelt apology for any frustration the return process may have caused you. Your feedback is invaluable, and 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.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. (Cherley customers can always escalate the matter in this way)
We hope to hear from you and that this issue is resolved ASAP.
Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Rubbish company
I honestly wouldn't give this company any stars the dress they sent looked nothing like the one I ordered it was very poor quality customer service rubbish trying to get a refund was ridiculous cost me £21 to return the dress and I was as liable for the shipping to me even though the dress was not what I ordered so all in all I paid for a dress that I didn't even have would never recommend this company
April 25, 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.
We also deeply apologize for that the return process seemd to be so unaaceptable. If you don't like the support team's service, you can reach out to us at complaint@cherley.com to escalate the matter. We are fully committed to providing the best possible service.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please 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
Just perfect
I saw the reviews right after i made an order and i was so scared! Honestly everything went so well. The shipping was super fast and the dress I got is beautiful. Definitely I'm going to buy again on Cherley
May 22, 2024
Unprompted review
Bad refund prices
Tried to return a dress due to it being too small, when I went to return the dress the postage was going to be £23!! Not worth the risk buying of this website due to there terrible refund policy!!!
May 21, 2024
Unprompted review
Reply from Cherley
Hello Anna,
Thank you for taking the time to share your experience with us.
First of all, on behalf of Cherley, I would like to express our sincere apologies to you for the inconvenience you experienced in the return process after purchasing on our website. We fully understand your concern about the £23 postage fee you face when returning a product, which may indeed affect your trust and satisfaction with us.
We value every customer's feedback and are committed to continuously improving our service. To solve your problem, you can forward your email chain with the support team to our customer complaint team at compliant@cherley.com. For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox.
Regarding the return shipping, we understand that this may have been an additional inconvenience to you. However, as per our policy, we require all customers to cover the return shipping cost. We understand that this may not be ideal but it is a necessary policy to ensure that we can continue offering affordable prices.
In addition, we are constantly reviewing and optimizing our return policies to ensure that they are more customer-friendly and reduce unnecessary hassle. We welcome your feedback and will consider your comments in future updates.
We thank you for choosing Cherley and hope to have the opportunity to serve you again. We promise to do our best to ensure your satisfaction and look forward to hearing from you.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Super bad experiance
Super bad experiance ! I waited almost 2 months for the package. They send wrong item, and they do not want to pay me my refund and also not for shipping the wrong product back !
The quality is bad , the customwe servic is bad and it is just a scam !
May 21, 2024
Unprompted review
Reply from Cherley
Hello,
We apologize that the return process fell short of your expectations. We take customer feedback seriously and will take note of your review to the relevant team to make progress. You can reach out to us at complaint@cherley.com if you don't like the support team's solution.
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
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