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.
I never got my package
I never got my package. Customer service was horrible. This is the worst company I’ve dealt with.
December 17, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Our records show that the order has been delivered, and we’ve shared proof of delivery for your reference. If you haven’t received it, please reply on the current email thread so our team can follow up and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
VERY unresponsive "customer service"
VERY unresponsive "customer service"
One hour order cancellation policy with no effective way to reach an associate is bogus and poor business practice. I had to pay to return an item, when had someone been available to help me cancel my order immediately after I placed it (found out product wasn't genuine leather and no longer wanted it) I could have avoided that aggravation and cost.
December 17, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and completely understand your frustration. We appreciate your feedback regarding order cancellations and return costs, and we’ve shared it with our team to help improve our processes. We sincerely regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Customer Service is Deplorable
I had ordered something that it would be delivered in 2 to 5 days. They didn't even ship until after the 5 day mark. I emailed them and i didn't get a response. I had emailed them 3 days. I will never order from
December 16, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delay and lack of response — we understand how frustrating this must have been. Your feedback has been shared with our team to help improve our shipping and communication processes. We truly regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Biggest disapointment
Im asking this company how many poor reviews are required for you to be aware of the fact that you absolutely have to change something and work with the delivery process. It is outrageous! You call yourself a luxury company and the items are so expensive for what? Poor delivery ,which is the MOST important aspect, given the fact that people pay a lot of money and it shouldnt represent a risk, and with your company it does. I will keep sending bad reviews because i also had a bad experience with your shipment and i am deeply disapointed.
December 17, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and completely understand your frustration. We take all feedback seriously, especially regarding delivery, and your comments have been shared with our team to review and improve our processes. We sincerely regret the inconvenience caused and appreciate you bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
This is why I love Charles&Keith
Charles&Keith is one of my favourite brands, not only because it’s an affordable brand but Charles&Keith has it’s own unique designs and good quality.
And the fast response of inquiries is another big plus.
December 17, 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
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
Poor Delivery Handling, Lost Package, Endless Emails
I live in Sydney and ordered a pair of Charles & Keith shoes online (order AUS04808647, placed on 21 Nov 2025, item: Aretha Patent Leather Bow Slingback Kitten Heels). When my shoes didn’t arrive, I contacted customer service and was told the order had already been delivered.
It turns out their delivery partner sent the parcel to the wrong house, somewhere I don’t recognise. I sent them photos and a video showing what my unit actually looks like, the front door is clearly different from the one in their delivery photo, and there’s no kid at my place like in the picture they sent.
I first reported this issue on 9 Dec 2025, and now it’s 13 Jan 2026. Since then, I’ve had 13 email threads going back and forth, and all I keep getting is “please wait for an update,” with no real help or resolution.
This has been a really frustrating experience, and I’m very disappointed with how it’s been handled. I wouldn’t recommend buying from this brand based on this experience. Bye
January 13, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration and inconvenience you’ve experienced with your order. We completely understand how upsetting it must be to have your package delivered incorrectly and to wait so long for updates. Please reply on the same email thread, and our team will follow up on the current thread to assist you as best as possible. Your feedback has also been shared with our team to help improve our delivery and support processes.
Best Regards,
CHARLES & KEITH Customer Service Team
Beautiful Products, but Extremely Disappointed With Delivery & Customer Care
I placed an order for a bag on 4th December as a Christmas present for my sister, and I was genuinely excited after discovering Charles & Keith and learning about the company’s values. I had even planned to purchase a few more items for myself.
However, to my great disappointment, the bag has still not arrived. My experience with the customer care team has been incredibly frustrating — instead of helping resolve the issue, I feel like I’m being sent on a wild goose chase. I paid for a bag from Charles & Keith, not a “find your bag” service.
I’m extremely disappointed and frustrated, especially because I really do like their products. It’s a shame that such a promising first impression has been overshadowed by poor delivery reliability and unhelpful customer support.
I hope the company addresses these issues, as customers deserve better.
January 9, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Poor customer service
I ordered a purse in November 27th, to be shipped to Canada. Website says from 2 to 15 days. Received the wrong item in December 30th. It took more than a month for the order to arrive after doing follow ups, with emails i sent asking for ETA since December 9th.
I contacted them the same day i received the order in December 30th, to let them know i got a wrong item. After different attempts they answered back to me requesting pictures of the wrong item I received. I sent the pictures the same day. None has answered back.
I contacted them on December 30th, January 1st, January 2nd, January 3rd and today the 5th again 2 times.
I am requesting a full refund to my payment method. That is what i put on the email. They dont answer back. I used the chat and I get no answer. They can have their item back but I want my money! Such a poor customer service experience.
November 27, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. During this period, we’ve been experiencing a higher volume of enquiries, which caused delays in our responses. Please note that we have already replied to your emails and are working to resolve your case.
Best Regards,
CHARLES & KEITH Customer Service Team
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
December 4, 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.
October 2, 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.
January 7, 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.
December 8, 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.
November 22, 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.
October 21, 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.
January 5, 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 ⚠️
December 26, 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.
December 16, 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.
December 25, 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
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