I ordered 4 pairs of shoes in March and still have not received my order. I have an email with a confirmation number for my order. I have tried to reach out to them via email but when I send the email... See more
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See what reviewers are saying
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
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 ordered some shoes in April and still haven’t received my shoes and when i finally did hear from them they were talking about giving me my money back in credit only if I take down my review. Then th... See more
Company details
Contact info
Hong Kong,105-111 Thomson Road，Wan Chai., Hong Kong, China
- 13048875706
- business@cherley.com
- cherley.com
1.3
Bad
384 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 35% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Cherley
Dear Marjan,
We apologize for any inconvenience caused. Please rest assured that we are not a scam. Should you need any assistance, please feel free to email us at support@cherley.com or complaint@cherley.com.
Customer Complaint Team
customer service very helpful
Even though I live abroad, customer service was very helpful in getting my dresses to me. Anyway, the fabric quality of the dresses and the beauty of their colors are not up for debate. Cherley does this job really well! 💖
19 September 2023
Unprompted review
Worst quality EVER
I hesitated to order a off this site for a I had read the trust pilot reviews. Oh gosh how I regret not listening to my gut…. The dress arrived a month and a half later (I needed it for a wedding and the wedding had already passed lol) and it was the worst quality I have ever seen. Believe me I have ordered on sketchy sites before but this was truly horrible quality. Fabric was cheap and the fit was incredibly off - honestly I laughed while trying it on.
Another dress I had ordered arrived two weeks later and although the image showed a dress that was on the short side, the cheap replica didn’t even cover my a** !!!! It stopped halfway down my butt and I am not a large or very tall person !
Needless to say both were completely unwearable. Sending both back (at my charge) for refunds.
Girl, listen to me: if you are hesitating on buying, it is NOT WORTH IT! Google image search that dress pic and find the REAL designer/brand. Thank me later ;)
EDIT: it’s been one month since I returned the order WITH MY OWN MONEY and still have not received my refund. Will have to get my bank involved.
20 September 2023
Unprompted review
Reply from Cherley
Dear Melanie Daguin,
We apologize for the inconvenience caused and are sorry to hear that you feel dissatisfied with the shopping experience.
We take customer reviews seriously and will forward your feedback to the relevant teams to make progress in quality, fitting, and shipment.
For your convenience, our team member will be sending you an email to resolve the issue. Please check your inbox. We hope to hear back from you and that this issue is resolved ASAP.
Best Wishes,
Customer Complaint Team
complaint@cherley.com
Great support
The support team is super helpful and gets back to you within a reasonable time!
25 August 2023
Unprompted review
AVOID
Ordered a preorder dress from cherley and of course it still hasn’t arrived after over a month. Tried contacting their customer support through email and not one email has been responded to.
AVOID AT ALL COSTS. Will most likely never see the dress OR the money back.
28 August 2023
Unprompted review
Reply from Cherley
Dear Hollie,
We apologize for any inconvenience caused by the delay in shipping your order. Our response timeframe is 24 hours, which might be delayed on weekends (after all customer service team also needs breaks)
If the item cannot be delivered as you expected, you are always allowed to ask for a cancellation of the order before shipment. It's up to you to receive the item or the money.
Besides, if you have awaited the response from customer support and have not heard back from them, we suggest you contact the customer complaint at complaint@cherley.com.
Customer Complaint Team
They have not returned the money
They have not returned the money of some dresses I returned in JANUARY!
They are 150€ that I have not yet returned. Everything has been trouble to return the dresses, they did not want to give me the address to return them and now they do not want to pay me.
IT’S A SCAM!
26 August 2023
Unprompted review
Reply from Cherley
Dear Bea,
We tried to identify your order ID via your username here to 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?
Besides we would like to let you know that we need the customer's return tracking number to submit to our system so that the refund can get thru smoother and quicker.
Please email us at complaint@cherley.com to resolve the issue ASAP.
Best Regards,
Customer Complaint Team
Amazing Dress
Great experience!! Took a bit to get the clothes but worth the wait! Great quality and I get TONS of compliments and “where did you get that?” Service was great too and communicated well!
18 August 2023
Unprompted review
Awful quality and the returns process…
Awful quality and the returns process is PAINFUL, I’ve exchanged 4 emails with them already and they still haven’t provided a return address for me to post back to….they do note that it isn’t free returns though so you have to pay for postage.
18 August 2023
Unprompted review
Reply from Cherley
Dear Emma,
We apologize for your dissatisfaction with the quality of the item received. As we always go through quality inspection on our merchandise before shipment, the blame is on us if you feel dissatisfied in this regard.
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.
Therefore, we offer a partial refund as a gesture of goodwill to customers who may find the return not practical, which makes the interaction a seeming run-around. (However, we do also offer full refunds after customers return the product. We wish you could understand.)
If you don't likee the communication with the support team, kindly email us.
Customer Complaint Team
complaint@cherley.com
We wish you could
They rip off big brands with poor Chinese replicas
Bought a blue dress with a pleated skirt. It arrived and looked NOTHING like what was purchased. They won't refund in full and insist I pay for return shipping to even receive a partial refund.
I later realized they ripped off the images from Revolve and have factories in China make poor replicas.
21 July 2023
Unprompted review
Reply from Cherley
Hello there,
We apologize for your dissatisfaction with the quality of the item received. If you don't like the support team's solution, please know that you are always allowed to reach out to us at complaint@cherley.com to escalate the case and sort it out.
For your convenience, our team member has sent you an email to start the process of resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes.
Customer Complaint Team
complaint@cherley.com
Worst service
Worst service. Did everything they asked and still waiting for a refund.
3 August 2023
Unprompted review
Reply from Cherley
Dear Judy,
We apologize for any inconvenience caused by the delay in issuing your refund. Your experience will be documented and shared with our team to improve our services and enhance the overall customer experience.
We are glad to tell you that your refund has just been issued. (Just a few hours before this review). Please find the screenshot in the latest email we just sent you.
Best Regards,
Customer Complaint Team
complaint@cherley.com
DONT ODRE FROM THIS SITE
DONT ODRE FROM THIS SITE
I ordered a dress jul 6, it’s know aug 14, and the package is no where to be fond. On their website it says that your package will come within 7-10 workdays, it’s been way more. I’ve tried to reach out to them twice, but both times I’ve gotten the same response - mail with the tracking number. My order number is - CH00223434
And it has now been at the same location on tracing for a month.
Don’t buy from this brand!
6 July 2023
Unprompted review
Reply from Cherley
Dear Sana,
The reason why your package has been at the same location on tracing for a month is that it was disposed of by the carrier due to the incomplete address you filled out.
Despite of this, we would still like to resend a new one to you if the dress is available. Please respond to our customer service email.
Best Regards,
I love this dress
I love this dress! It was worth the wait! I had a nude slip dress sewed into mine and got so many compliments on it!
9 August 2023
Unprompted review
Buyers Beware
2023-07-12 20:05:16
Order ID: CH00226428
I ordered a dress on July 12, 2023. Beautiful picture of the dress online. Ordered a dress for vacation on July 22. The dress was delivered on July 26. The delivery time is unacceptable for me. For that reason, I will not order from this site again while other online retailers' delivery is a fraction of this this time.
Furthermore, the dress isn’t what I expected, the quality, fit, delivery time, and price of the dress, all is a disappointment. The material is extremely cheap, and the craftsmanship is unexceptionally poor. The dress is a pattern print, which hides the poor construction. The dress wasn’t worth the time, and especially the price.
Again, buyers be aware.
Don’t send me any email updates, including recommendations, tips, and news.
Unsubscribe me!
Update:
To my surprise, I received a response to my complaint that I was satisfied with. Thank you, for addressing my issue I’m grateful for the customer support.
Dear Sophia,
We hope this email finds you well. We noticed your message on Trustpilot and want to serve you to your satisfaction. So I looked into your order immediately and wrote this email.
I am sorry for your dissatisfaction with the quality of the item. I will submit this issue to the relevant team to verify and make improvements. As a token of apology and compensation, I am authorized to issue a direct refund of 29.99 USD to your payment account, which is 50% of the item price. Is there any possibility that you accept this solution? (Or if you insist on returning, I will give you the return form.)
Wanting to do our best to offer our service, I look forward to hearing from you.
Best Wishes,
28 July 2023
Unprompted review
Reply from Cherley
Dear Lauren Mitchell,
We apologize for any inconvenience caused by the delivery time. Should you want the item on a specific date, please feel free to contact our customer service team in advance for an estimated delivery time. If it cannot be delivered as expected, you can ask for a cancellation of the order before shipment.
Regarding the quality and fit of the item, we assure you that our products undergo rigorous quality checks before being shipped out. If you don't like the fit and quality of your order, please rest assured that items are returnable and refundable. Kindly email us and we will take care of the issue.
More importantly, we tried to identify your order ID via your username here to locate your order 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 complaint@cherley.com? This will assist us in initiating the necessary steps to resolve this issue to your satisfaction.
BTW, the button "unsubscribe" is at the bottom of the recommendation email.
Looking forward to hearing from you.
Customer Complaint Team
complaint@cherley.com
DO NOT BUY
The dresses are completely different, the material is so cheap, I order 6 dresses and there all disaster!! So different from the pictures, I am so disappointed!
Do not buy from Cherley !!!!
1 July 2023
Unprompted review
Reply from Cherley
Dear Elena,
Thank you for bringing this issue to our attention. We apologize for any inconvenience and disappointment you have experienced with our dresses.
We strive to provide high-quality products that meet our customers' expectations, and we are sorry to hear that the dresses you ordered did not meet your standards. We understand how frustrating it can be when the actual products differ from the pictures.
At Cherley, customer satisfaction is our top priority, and we are committed to resolving any issues promptly. We will reach out to you via email. We value your feedback and will share your feedback to the relevant team to make progress.
Best regards,
Customer Complaint Team
complaint@cherley.com
Avoid them at all costs!!!!
I would actually say less than 1 star, the quality of clothes was terrible. Now I've been trying to get my money back for over 2 months. Had to send my refund back to New York from UK at an extra cost of £40 thinking I'd get my money back and now they're not paying back anything so I'm even more out of pocket. I've lost over £300 ($385) so far. Avoid at all costs.
28 July 2023
Unprompted review
Reply from Cherley
Dear Amy wicks,
Firstly we apologize for any inconvenience caused by the return process.
However, we would also like to clarify that your whole order was 228.95 USD and the refund has been completed.
We will be sending you a screenshot of the refund for your confirmation and verification.
Regards,
Customer Complaint Team
complaint@cherley.com
Ordered a dress from Cherley
Ordered a dress from Cherley, when the product finally arrived the quality was terrible, the cut and shape of the dress was NOT as it looked on the photos - it looks horrendous on!
I’ve since been trying to RETURN and receive a REFUND for this dress.. it has been the hardest most difficult thing to try and do. They do not want me to to return this item and have offered 50% refund. This is disgraceful. I’ve requested multiple times a full refund and return! The emails I have received are RUDE and UNPROFESSIONAL!
Please DO NOT order anything from this company! DO NOT TRUST THEM!
17 July 2023
Unprompted review
Reply from Cherley
Dear Natalie,
Thank you for sharing your feedback with us.
Regarding the quality and fit of the items, we assure you that our products undergo rigorous quality checks before being shipped out. However, we understand that each customer is unique in their preferences, and we will do our best to improve our overall quality and fit.
As for the return policy, we 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 seem possible or practical. If you insist on returning the item for a full, of course, you are allowed to.
We tried to identify your order ID via your username here to take care of the issue but we failed. So we wonder if you could kindly provide your order ID and other info? We can help you with this issue.
Looking forward to hearing from you.
Customer Complaint Team
complaint@cherley.com
I was trying to order but y’all have…
I was trying to order but y’all have too many bad reviews. If most people are saying the same thing, fix it!! Why are they having complaints like this!! I’m up here trying to order but do y own research and y’all stuff is not high quality like y’all show on these as. Stop playing with people money.
15 July 2023
Unprompted review
Very good costumer service and good…
Very good costumer service and good quality!!!
12 July 2023
Unprompted review
It’s a no for me
The shipping time was horrible and the quality of the product was the lowest I’ve ever seen. The material was of VERY low quality, it was so wrinkled that even with the dress on it was still wrinkled. The color wasn’t the same, the ties were very weak. There was an issue with every part of the dress. Now they want me to take a loss and get only 30% back from the dress and pay to send it back. I will never order from here and I will make sure no one I know orders from here.
30 June 2023
Unprompted review
Reply from Cherley
Dear Love Rob,
We apologize for any inconvenience the shipping time and the return process might have caused. If you don't like the solution the support team offered, we suggest you escalate the issue to the complaint team.
We are also sorry to hear about your dissatisfaction with the quality of the item. We would like to rectify this situation and regain your trust in our brand. Please provide us with your order details, such as the order number and the email address used for the purchase. This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Once we have retrieved your order details, our customer complaint team will reach out to you promptly to discuss possible solutions.
Kind regards,
Customer Service team
complaint@cherley.com
Besides:
We would like to clarify that we offer a partial refund as a gesture of goodwill to customers who prefer to keep the product. However, we do also offer full refunds after customers return the product.
Rate: zero
If I was able to give a zero I would have. My dress did not fit and it needed to be returned. The process to return is absurd and that is my main reason I would never. Never. Shop here again. The service is awful they are no help when trying to return an item. They are fraud and will not give me my money back
16 May 2023
Unprompted review
Reply from Cherley
Dear Annie,
We are sorry to hear about your dissatisfaction with your recent experience and apologize for any inconvenience. If you don't like the solution the customer support team offered, we suggest you escalate your case to the customer complaint team.
We tried to identify your order ID via your username here to take care of the issue but we failed. Please provide us with your order details, such as the order number and the email address used for the purchase. This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Regards,
Customer Complaint Team
complaint@cherley.com
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