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
Item was delivered on the expected date. Material was as shown in the website and good quality.
Company replied
I love their bags and the quality is amazing however the delivery takes a very longgggg time!!
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
3.2
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I ordered a pair of heels and a…
I ordered a pair of heels and a matching bag, but to my disappointment, the bag that arrived was not the one I had chosen. When I received the package, the box was visibly damaged and had been open prior to delivery. I promptly reached out to customer service, providing all the necessary proof regarding my order. They instructed me to return the incorrect item, which I did three weeks ago. Since then, I’ve been anxiously waiting for my refund, but it still hasn’t come through. To make matters worse, I’ve found it incredibly difficult to lodge a formal complaint about my situation. The customer care services are so bad, no one replies to your emails.
20 December 2025
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
Avoid this company, once they have your money they do not care …
I ordered two pairs of shoes at a cost of more than £170. Both pairs had ripples on the inside top of the shoe that made them uncomfortable and left marks on my feet. When I contacted the company they asked me to send photos but I explained that it was not possible to capture a picture of that area. On that basis the company refused a refund. I was disgusted by their attitude. I would have been happy with replacements ( it was one shoe from each pair that had the issue) but they were not interested. I did offer to cut the shoes up so I could open them up and take photos to highlight the stupidity of their attitude but they were not up for any further discussion. Do not shop with this company
7 September 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please be assured that we conducted our review based on the information available and followed our standard process. While we understand this is disappointing, your feedback is valuable and will be shared with the relevant teams to help improve our services.
Best Regards,
CHARLES & KEITH Customer Service Team
Great quality
The shoes I ordered felt solid and excellent quality - can't verify as I returned them due to sizing.
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re glad to hear you were happy with the quality of the shoes. We hope your next purchase will be a perfect fit, and we appreciate you taking the time to share your experience.
Best wishes,
CHARLES & KEITH Customer Service Team
RIDICULOUS COMPANY!!!
RIDICULOUS COMPANY!!!
DO NOT ORDER FROM THIS WEBSITE - I have had an ongoing issue which I am currently in emails about (been going on for 2 months). Have started a WhatsApp chat and no reply….shock.
Pretty sure I’ll get a message saying our team are currently being delayed due to Christmas but has been sending me the same emails asking me to provide cctv evidence of delivery like I am a security camera!
I will never be purchasing from here again and by the looks of everyone else’s reviews nor will a lot of people.
Literally if you sorted your customer service out you have the potential to be such an amazing company.
Absolutely ridiculous I want my refund, go through your emails and help your customers!!!
1 December 2025
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
Over a month delays in delivery
I’ve ordered a bag online since November 30 and it hasn’t been delivered til now January 7, 2026!.. think twice before ordering from them online if you are in the UK
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email. If the parcel is confirmed lost, we will issue a full refund.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
Placed my order on 26th November and it…
Placed my order on 26th November and it was delivered on 18th December. It was delivered so late. Since it was a gift for someone and it was no point of keeping it
Placed a return on same day and sent it back to post office very next day. Still haven’t received my refund
Such a shitty service Charles and Keith
26 November 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be, especially since it was a gift. Please allow some time for us to receive your return. We will follow up via email once it has been processed and your refund issued to your original payment method.
Best regards,
CHARLES & KEITH Customer Service Team
AVOID!
AVOID!! My mum bought me a bag for Christmas and paid £12 pound for a gift bag which was too small to even fit the actual bag in! she was told she can’t be refunded the £12 gift bag even though it was too small in the first place!
Also they don’t do extended delivery times for Christmas so although the bag isn’t my cup of tea she is unable to return it now as the 30 days have passed. Do not buy as a gift for someone! Avoid!
Going from all these reviews it’s clear who the problem is here. Terrible customer service.
6 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please write to us via email at customers@charleskeith.com so our team can assist you directly. If a delivery is delayed, we will extend the return period to ensure the item can still be returned. We appreciate your feedback, as it helps us improve our services.
Best regards,
CHARLES & KEITH Customer Service Team
Awful customer service and professionalism
If I could give this company zero stars, I would. Their customer service is unacceptable and completely unprofessional. I have been trying to obtain a refund for over three months and have been ignored on numerous occasions. I have contacted them multiple times via email and WhatsApp with little to no response. Despite repeatedly claiming that my refund has been processed, no refund has been received. At this point, it appears that they are withholding my money, which is illegal. I would never trust this company again and I would never recommend this company to anyone.
1 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration this has caused. Please note that your refund was processed on 13 December via your original payment method. We kindly ask that you check your account or payment provider to confirm receipt.
If you still do not see the refund, please reply on our current email thread and we’ll be happy to assist you further.
Thank you for your patience and understanding.
Best regards,
CHARLES & KEITH Customer Service Team
Great boots
I bought a pair of boots for my daughter and she’s delighted with them. They are very comfortable and look very smart. The delivery was very efficient too.
17 December 2025
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
Was expecting the product before…
Was expecting the product before Christmas, but received it a week later, which I wasn't happy about as it was a present for my mother.
The bag itself was beautiful and she loved it.
THANK YOU
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We’re delighted to hear that you’re happy with your bag! We also 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
Quick postage
Quick postage, gorge looking shoes but knocked a star off because they’re so uncomfortable and difficult to walk in
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re glad you loved the design and that your order arrived quickly!
We’re sorry to hear that the shoes weren’t as comfortable as expected. Your comments are valuable, and we’ll share them with our product team for consideration in future designs.
We hope to delight you with more styles that combine both style and comfort in your next visit!
Best regards,
CHARLES & KEITH Customer Service Team
Very bad experience
Very bad experience, suggest to all don't buy online from charles & keith official website, still waiting parcel from royal mail but unfortunately we not getting our parcel,ordered date:28 November and now 2 January,Royal Mail loss our parcel and in uk no any coustomer service from charles&keith.
4 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email. If the parcel is confirmed lost, we will issue a full refund.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
I still haven't received the purchase…
I still haven't received the purchase that I made so pretty difficult to give positive feedback.
15 December 2025
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
Lovely bag no major issues
Lovely bag was ordered and received. Happy with the product.
The only downside was the long delivery time, which took more time than expected.
14 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We’re delighted to hear that you’re happy with your bag! We also 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
perfect online purchase
everything from the product to shipping was done perfectly. highly recommended
28 November 2025
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
Boxes Filthy and Shoes made entirely too small
I ordered 3 pairs of shoes for my daughter for christmas, totaling $232.00. When the shoes arrived the boxes were filthy dirty with soot all over them. I reached out the company and they gave me some ridiculous excuse as to why that may have happened. Then, my daughter tries them on on christmas morning they do not fit. Not only do they not fit, they were well over a size too small. She is a size 11 and that is exactly what I ordered for her. I explained the situation to their customer service department and wanted them to provide a return label free of charge and they would not as they do not consider shoes not fitting an issue. When I buy the correct size and they don't even come close to fitting then there is a massive problem. I would NEVER recommend this company for products.
25 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. While all our shoes undergo quality checks before shipping, we acknowledge the inconvenience caused when the fit isn’t right. We appreciate your feedback and will take it into consideration to improve our services.
Best Regards,
CHARLES & KEITH Customer Service Team
Bad quality in big price
Bad quality in big price , the quality has gone down the hill , I will not buy from them again.
28 October 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear that your experience did not meet your expectations. All our products undergo quality checks before being shipped, but we truly appreciate your feedback and will take it into consideration to improve our offerings.
Best Regards,
CHARLES & KEITH Customer Service Team
Scamming System, Customer Service Refused to Help
Paid for an order, system said payment failure, and that everything still in basket, that I should make a 2nd attempt to pay. I did and it ended up charging me twice.
Despite contacting Charles and Keith immediately, they promised to cancel duplicate order but still messed up. Part of the duplicate order was sent, and part of it not, while the entire payment was kept by Charles and Keith for a long time, ie no product, no refund for a long period.
Approached customer service multiple times but they refused to offer any assistance or most of the time would not even respond. They did however admitted (in black and white) that their system does scam customers into paying twice from time to time. Very unfortunate that they made absolutely no effort in trying to resolve the problem, or even to communicate.
Scammer and horrible customer service.
Will definitely never spend a single penny on Charles and Keith again.
6 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating and distressing this situation must have been. We’re concerned to hear that you did not receive timely support or a clear resolution. This is not the level of service we aim to provide. We would like to review your case properly and follow up on the duplicate payment and order status.
Kindly reach out to us at customers@charleskeith.com with your order number(s) and proof of the duplicate charge, if available. Our team will prioritise reviewing this and work towards resolving the matter as quickly as possible.
We sincerely apologise for the frustration this has caused and appreciate your patience while we look into this further.
Best Regards,
CHARLES & KEITH Customer Service Team
Avoid!! :(
Avoid! Ordered in November, finally arrived yesterday.
No email updates and lack of response from CS.
Also no courier updates once in this country-it had tried to be delivered several times (when I was in work) but I had NO information to who was delivering my parcel or any email updates to let me know?!
Box also arrived very damaged and considering this was the most I’ve spent on a bag, I’m really disappointed with this service.
24 December 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 worst online shop ever
The worst online shop ever! I ordered and paid 3 bags and i received 1 wrong bag which is much cheaper. I contacted the customer service and they said i can send the wrong bag back and they will pay back the money i paid for the 3 bags + the shipping fee.After 2 weeks they received the retour wrong bag (i checked with track and trace), still no response from them and no payment back. Customer service ignored all emails i sent several times for weeks. I am still waiting for my money+the shipping fee they promised. I am an online shopper, i never have an issue with other online shops but Charles and Keith is a nightmare. Avoid this online shop. Offline shops are ok, nice shops and nice people in shops in Asia.
8 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how upsetting this has been, especially after waiting so long for a resolution.
We’d like to reassure you that we are already in touch with you via email and will continue to follow up on your case there.
Thank you for your patience while we work with the relevant teams to resolve this. Please rest assured that we are not ignoring your case and will continue to assist you via email until this is fully addressed.
Best Regards,
CHARLES & KEITH Customer Service Team
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