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
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Terrible customer service no updates…
Terrible customer service no updates and not UK based . Still no delivery three weeks later
December 17, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Due to the high volume of orders during this period, deliveries have been taking longer than usual, which may have affected your order. Please 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
I have had a terrible experience with…
I have had a terrible experience with Charles and Keith. I received the bag quickly but I decided to return it as did not like the color. First problem was the fact that I could not return online as there was a problem with the website. I then tried to contact the company but the whatsapp and email response times are at least 24hrs and sometimes longer and there is no consistency in the follow-up. I finally got a label to send the return and over 14 days have passed and still no refund. I have followed up again today but am waiting for a response. Based on this experience, I would never order from this company again and I would discourage others from ordering online to avoid the same experience.
December 17, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand how frustrating this must be, especially during the holiday season. Due to a high volume of enquiries and orders, our response times are currently longer than usual.
Please rest assured that your case is being reviewed, and our team will follow up with you via email as soon as possible. We sincerely appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
They scam you
They scam you. I’ve ordered once in this company, 21 days before Christmas. I never got a confirmation email or a tracking number so I wasn’t sure that the order had been processed. I check my bank transactions and surely enough I was charged. I emailed them and they apologized and said my order would come within 2 weeks. So that would mean 30 days of waiting till my ordered would be delivered (horrible but that’s not it) only to wake up the next day seeing an email saying “we don’t believe you send evidence” obviously they didn’t say that word for word but I sent them the screenshot and they said they’ve received my email and will reply soon, only to never hearing back from them. So they take your money when there’s an issue on their end, and hold no accountability or organization. Worst company ever!
December 16, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Due to the high volume of orders during this period, deliveries have been taking longer than usual, which may have affected your order. Please 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 bags are so beautiful
The bags are so beautiful! I have the pink purse and it just goes with any and every outfit I wear!
December 16, 2025
Unprompted review
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
I’ve had the worst experience .i think…
I’ve had the worst experience .i think Charles Keith is a scam
I ordered the knee high boots for my vacation the tracking link the provided only says arrived at depot in nsw for at least 3 weeks
Emailed Charles Keith to find out what’s going on they said they’re experiencing extreme weather conditions I live in Sydney and have been driving all round
Emailed them again after 1week wait I didn’t get any response it’s been 1month now still no delivery ,email or proper tracking as it still shows arrived at depot
December 16, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Due to the high volume of orders during this period, deliveries have been taking longer than usual, which may have affected your order. Please 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
My order was delivered to a completely…
My order was delivered to a completely wrong address, even though I provided the correct details. The proof of delivery shared by the courier clearly shows a building that is not mine. Despite reporting this immediately and providing evidence, I have now been waiting almost a month with no resolution.
I’ve spent an unreasonable amount of time following up, only to be told repeatedly that an “investigation is ongoing,” with no clear timeline, no solution, and no sense of urgency. This issue was not caused by me, yet I am the one dealing with the stress, wasted time, and uncertainty.
I’m also travelling soon, which I clearly communicated, but this has still not been prioritised. For a brand of this size, I expected far better accountability and customer service.
Extremely disappointed. I would think twice before ordering online from here again.
November 21, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and completely understand your frustration. This is certainly not the level of service we want for our customers.
We’re following up on your case via email and will work closely with the courier to resolve the delivery issue as quickly as possible. Please rest assured that we’re monitoring this closely and appreciate your patience while we work on a solution.
Best Regards,
CHARLES & KEITH Customer Service Team
I am extremely dissatisfied with your…
I am extremely dissatisfied with your customer service. I received an incorrect product due to your mistake, returned it immediately, and yet my refund has still not been processed.
It has now been almost two months, and despite sending multiple emails to your customer support team, I have received no response whatsoever. This complete lack of communication is unacceptable and highly unprofessional. At this point, it feels as though my issue is being deliberately ignored.
I have exercised more than enough patience. I expect you to review this matter immediately and process my refund without any further delay. If this issue is not resolved promptly, I will be left with no option but to escalate the matter through formal complaints and appropriate consumer protection channels.
This is by far the worst service experience I have had, and I expect immediate corrective action.
October 25, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and completely understand how frustrating this must be.
We sincerely apologize for the delay and for any inconvenience caused. Please rest assured that we are prioritizing your case and will ensure the refund is completed as soon as possible.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Very pleased with quick responses by…
Very pleased with quick responses by customer support department
November 22, 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
No help with DAMAGED item before Christmas
I purchased a card wallet as a gift for a loved one. I paid for shipping and was so excited. Unfortunately, it came with a scratch on the front. I reached out to the company on their 24/7 chat but it was not available for hours. I then sent an email. My exchange request was denied because of a reason that made no sense to me. They tried to stick me with the damaged wallet and offered a $3 refund (slap in the face). I am unable to give this damaged wallet as a gift so I asked for a refund only to find that they are taking the label fee out of my refund. Horrible customer service, I can not believe this experience. Being expected to pay for the return of a DAMAGED item after already paying shipping for it to come damaged in the first place. I just want my money back. If you do business in the US then be prepared for exchanges for damages, have something in place for that and do not put the burden on the consumer. Horrible.
November 12, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and completely understand your frustration. This is certainly not the experience we want for our customers.
To assist you further, please email us at customers@charleskeith.com
with your order number and details of your purchase so our team can review and work on a resolution as quickly as possible.
We sincerely appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
I ordered and paid for a pair of shoes…
I ordered and paid for a pair of shoes on 4 December. It is now 15 December and I have had no acknowledgement or order no and no shoes have been delivered. There is no number to call and the online chat is unavailable I have sent an email and WhatsApp message as directed and still not response. I wondered if they are still trading or solvent?
December 15, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand how frustrating this must be. Our team has been handling a high volume of enquiries during this period, but we’ve responded to your email and will continue to follow up to assist you as quickly as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
Abolute Love theirs bags are❤️
Abolute Love theirs bags are❤️
I got a black tote and another brown for work. I carry the entire world in those two and its still very spacious ❤️ i will definitely come back. And the quality? Its undoubtedly one of the best brands currently
April 29, 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
Still waiting frustrated customer
See below, wrote this 4 days ago on trust pilot. You requested I contact you again. Guess what you haven’t responded!
I would like an answer on this platform when my delivery will arrive.
Your tracking system is still saying it’s in Heathrow.
Please DO NOT give your standard response be open and honest on when I will receive, it’s a simple question.
Frustrated customer!
Placed an order on the 23rd November and still have not received.
I’ve contacted customer service 3 times so far with the standard response and also giving me a link to track which hasn’t moved since Sunday.
My latest email has not been responded to! The item ordered is a Christmas present which also needs to be sent on by post. I ordered in November so I would be able to do this in plenty of time. Currently I would never use this company again, I just hope when I do eventually get the order it’s been worth the wait!
Charles and Keith you need to change your delivery times on your website and be more realistic.!!
Following reply:-
Charles and Keith I don’t think you know where your orders are! We have now received. No notice delivered.
The product is lovely, however I would never buy from you again, customer service and delivery appalling.
November 23, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the frustration caused and completely understand your disappointment, especially with the order intended as a Christmas gift. We are doing our best to monitor and expedite deliveries, but, we are unable to guarantee an exact arrival date.
Please rest assured that we are actively following up with the courier and will provide updates via email where possible. We sincerely apologize for the delay and appreciate your patience during this busy period.
Best Regards,
CHARLES & KEITH Customer Service Team
The courrier was so bad
The courrier was so bad, taking forever to update me or deliver the parcel. Placed an order Nov 24, and got my parcel Dec 15. Their customer service wasn’t helpful at all. Saying all these excuses such as bad weather, peak season, and so on. All I wanted was at least update me with estimated delivery time and then tried to book a pick up spot. Finally I successfully requested a collection, confirmed with the Customer service, however, it’s delivered to my OG address anyway.
November 24, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the difficulties you experienced with both the courier and our customer service. We completely understand how frustrating this must have been.
Please rest assured that we’re actively reviewing your case with the courier to ensure such issues are addressed. We truly appreciate your patience and feedback as it helps us improve our services.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Hello,
Hello,
I have placed two separate orders with Charles & Keith, and unfortunately both were cancelled without clear explanation. This has been very disappointing, as I was looking forward to receiving the items.
December 14, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the cancellations of your orders and completely understand your disappointment. Our team will follow up with you via email to review the situation and provide assistance as soon as possible.
Thank you for your patience and for bringing this to our attention. Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Very disappointing quality
Very disappointing quality. The bag arrived already creased, which was unacceptable for a new purchase. The side clips do not stay secured, so when the bag is opened while on the shoulder, items can easily flip out. The shoulder strap also keeps unclipping, making the bag impractical and frustrating to use.
I would not recommend this bag. I am especially disappointed because a Charles & Keith bag I purchased over 10 years ago is still in excellent condition and very durable, which shows a significant decline in quality.
November 21, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the issues you’ve experienced with your bag and completely understand your disappointment. Your feedback regarding the quality and functionality is very important to us, and we will be relaying this to our product team for review.
Thank you for sharing your experience, and we truly appreciate your continued support of Charles & Keith over the years.
Best Regards,
CHARLES & KEITH Customer Service Team
Calla tote bag L
I ordered the calla tote bag in size L, I’m very pleased and happy with it. The only thing I would say is that size is definitely not a large. I would say more like small to medium.
December 13, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re so glad to hear that you’re happy with your Calla Tote Bag! Thank you for your feedback regarding the sizing. We truly appreciate hearing your thoughts, as it helps us continue improving our products.
We hope you enjoy using your bag!
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
I returned my item in October
I returned my item in October, and according to your return policy, the refund should have been processed by now. As of today, I have still not received the refund.
Additionally, I sent a follow-up email on 11/6, but I have not received any response.
October 25, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand how frustrating this must be. Our team has been handling a high volume of enquiries during this period, but we’ve responded to your email and will continue to follow up to assist you as quickly as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
I have not received any email about…
I have not received any email about updates for my order since its confirmation and the customer service team is not responsive
November 21, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delay with your order and completely understand how frustrating this must be, especially while travelling. Due to the high volume of orders during this peak season, deliveries have been taking longer than usual, and we sincerely apologize for the inconvenience caused.
Please rest assured that our team is actively monitoring all orders, and we appreciate your patience and understanding during this time.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
The worst shop to order something from…
The worst shop to order something from my order is taking almost a month to arrive and I'm travelling imagine. I wsih I had read the reviews before and now I saw everyone online complaining their poor service and when I contact them they said delays are due to season. Shein deliver their orders within a week to europe this season for your information. I would never recommend anyone to shop their onlines platform
December 12, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delay with your order and completely understand how frustrating this must be, especially while travelling. Due to the high volume of orders during this peak season, deliveries have been taking longer than usual, and we sincerely apologize for the inconvenience caused.
Please rest assured that our team is actively monitoring all orders, and we appreciate your patience and understanding during this time.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
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