I purchased the shoes for an event, website stated 5 to 9 days delivery time however the shoes did not arrive for 13 days. I was undecided about returning them, style was lovely but the fastening hole... See more
Company replied
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The bag was wonderful but the whole experience was made so much regrettable because of the delivery process. I ordered my bag on November 22 and only received it on December 13. No updates wat so ever... See more
Company replied
I love their bags and the quality is amazing however the delivery takes a very longgggg time!!
Company replied
Item was delivered on the expected date. Material was as shown in the website and good quality.
Company replied
Company details
- #44 of 45 best companies in Handbags Shop
Written by the company
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Contact info
United Kingdom
- charleskeith.co.uk
3.3
Average
4K 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 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The shoes I ordered were delivered…
The shoes I ordered were delivered sooner than I expected. I have already had shoes from Keith & Charles and this pair were up to the standard I expected, style and quality.
27 November 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
After 2 weeks the parcel still hasn’t…
After 2 weeks the parcel still hasn’t arrived. I’ve tried everything to get in touch with customer service and no one has bothered. I ordered shoes for my wedding this weekend and after 2 weeks there’s still no update. Awful customer service
27 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
Best regards,
Charles & Keith Customer Service Team
Ordered on the 27th November not…
Ordered on the 27th November not received it yet. Terrible service will not be buying again from this company.
27 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
Best regards,
Charles & Keith Customer Service Team
Loved the product
Loved the product. The feel of the purse is rich. Elegant color and sophisticated design. Value for money it is.
27 November 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
My order hasn’t arrived and you’ve…
My order hasn’t arrived and you’ve asked me to review the product - doesn’t make any sense.
27 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the confusion. It seems that a review request was sent prematurely, and we understand how this could be frustrating.
Due to the high volume of orders during this period, deliveries have been longer than usual. We truly appreciate your patience and understanding and 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.
Best Regards,
CHARLES & KEITH Customer Service Team
Very disappointing service
Very disappointing service. I placed my order on 26 November 2025, with a clearly stated delivery window of 5–9 working days. Not only has this timeline now passed without the item being delivered, but the order status still shows as “In-Progress”.
To add to the frustration, Charles & Keith have requested feedback on a service that has not yet been fulfilled and for which I have received no courtesy update, no explanation, and no communication whatsoever. This falls far below an acceptable standard of customer care.
26 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. It seems a review request was sent prematurely, and we completely understand how this could be confusing and disappointing.
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.
To help us investigate your order further and provide a proper update, could you please write to us at customers@charleskeith.com with your order number?
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Poor service…
I still have been waiting for my parcel for more than 2 weeks now. No email from the team that it’s running late. Spoiled my daughter’s gift, really annoying.
27 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
Best regards,
Charles & Keith Customer Service Team
Haven’t received my order
Haven’t received my order. Poor customer service
30 November 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
Best regards,
Charles & Keith Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest 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
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 ordered bag on 26 November and today…
I ordered bag on 26 November and today is 9 December and it still departing from hongkong and don't know when its delivered worst experience of shopping even i paid for shipping but still waiting
26 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
Best regards,
Charles & Keith Customer Service Team
I havent received my purchase.
I havent received my purchase.. beyond the date of delivery
26 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
Best regards,
Charles & Keith Customer Service Team
Ordered on 26th November and still not…
Ordered on 26th November and still not received
26 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us.
We sincerely apologize for your negative experience. Please email us at customers@charleskeith.com so we can investigate and further assist you with your concern.
Best wishes,
CHARLES & KEITH Customer Service Team
Order has still not been delivered…
Order has still not been delivered after 2 weeks. Cant get an update with eta either.
In response to your reply:
11/12/25. This is what you have already said on an email, which is no help regarding when it will actually be delivered. One item is a gift, and if I dont get it by tomorrow, i need to order elsewhere. I emailed to ask this on 8th Dec and NO Reply. 3 days ago.
8th Dec
I WOULD LIKE A REDUND IMMEDIATELY. I THINK YOUR COMPANY IS A SCAM.
26 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay. Due to the high volume of orders during this period, response times and deliveries have been longer than usual.
We truly appreciate your patience and understanding, and we’re working to get all orders to our customers as quickly as possible.
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.
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
Order has still not arrived
Bag has still not arrived and you keep sending these reviews to me.
Can you please check when it will be delivered.
21 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave us a review.
Please be aware that due to the high volume of orders during this period, deliveries have been taking longer than usual. We sincerely apologize for any delay and inconvenience this may have caused.
If you have any further feedback or need assistance in the future, please don’t hesitate to contact us at customers@charleskeith.com.
Best regards,
Charles & Keith Customer Service Team
If I knew my shipment came from China I…
If I knew my shipment came from China I would have not ordered ! Because of the delivery time! Now I am not sure I will get my item on time for Christmas.
20 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry for the delay in your delivery. Due to high volumes during this period, orders may take longer than usual. We appreciate your patience and understanding.
If you need further assistance, please email us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
I have had 2 previous orders without…
I have had 2 previous orders without too much problem. However I now have an outstanding order which appears to be stuck somewhere in London. According to the tracking system it hasn’t moved for days despite being 4 working days over due. Customer services appear non existent other than supplying a tracker so I can see how stuck my order is! On Monday I will instruct my credit card company to refund me. I doubt I will be ordering from Charles & Keith again.
20 November 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience and truly appreciate you bringing it to our attention.
We kindly seek your assistance to reach out to us at customers@charleskeith.com, including your order number in your message. Our team will be glad to assist you accordingly.
We apologize for the inconvenience caused to you, and appreciate your understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Very poor service
Very poor service, I have not received my first item ordered, there has nit even been ang update on that , I made a mistake of ordering again now waiting fir three items wuth ni update most companies will update you on your delivery dates. I have emailed them but still no response. As much as I like their stuff I don't think I will order ftom them again. I just keep my fingers crossed I get the stuff i have ordered eventually.
21 November 2025
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
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry for the delay in your delivery. Due to high volumes during this period, orders may take longer than usual. We appreciate your patience and understanding.
If you need further assistance, please email us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
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