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
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I ordered a dress for my granddaughter…
I ordered a dress for my granddaughter on 03/17/24 order ID CHOO338235 the next morning I found out my daughter ordered the same dress on 02/29/24 and didn't hear anything from them about a ship date so I immediately wrote to cancel the dress I brought before it went thru the credit card, wrote them a couple times with no response from them very poor customer service. I will now contact the credit card and tell them I got scammed
17 March 2024
Unprompted review
Reply from Cherley
Dear Olivia,
We apologize for the delay in response. Our response timeframe has been extended to a 1-5 day window due to the backlog we are experiencing. After waiting for a few days without a reply, you can escalate the matter to our customer complaint team at complaint@cherley.com to address the problem.
We have canceled the order as you wish and used complait@cherley.com to follow up. Kindly check your inbox.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
False promises again
This is ridiculous! On March 4, we had a discussion in which Cherley promised that my order will be shipped that week and yet it still says awaiting shipment. I just want my money back. This has been the worst experience ever.
#CH00322050
19 March 2024
Unprompted review
Reply from Cherley
Dear Mariia,
I deeply apologize for the delay in shipping. I understand your disappointment about the delay especially since you were told the shipping time. I offered the estimated shipping time according to the info I got. However, due to a production error (The material was wrongly used, so a batch of orders was sent back to the factory to be produced again), the shipment is postponed.
Again I apologize for the delay. If it cannot be delivered on the date you expected, you are always allowed to ask for a cancellation of the order before shipment. I will do my best to offer you my service.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
My order was placed on Feb 29th
My order was placed on Feb 29th, it is not here yet and hasn’t been shipped, I need it ASAP I understand that you needed 10 days max to prepare it, that would’ve been March 10th and then an extra 7 days to deliver, but it is not even shipped I need it for an event!!!
I don’t have the tracking number
Order No. CH00327086
If it doesn't arrive this week, I am asking PayPal for my money back.
19 March 2024
Unprompted review
Reply from Cherley
Dear Bibiana Sánchez,
We deeply apologize for the delay in shipment. Our factory are experiencing a backlog so the whole process of an order has been postponed. Again we extend our sincere apology. Your emails have been replied to and the order canceled too. Kindly check your inbox. Should you have any follow-up questions, please feel free to contact us at the address below.
Sincerley,
Cherley Customer Complaint Team
complaint@cherley.com
Hello
Hello,
I have an issue.
I ordered a dress on Feb 17 and still haven’t recevied a confirmation email and still hasn’t arrived.
No tracking details either.
ORDER ID: CH00320411
So I would just like an update, or if I need to request my money back!
18 March 2024
Unprompted review
Reply from Cherley
Hello,
It is verified that there is a mark of "[pre order]" at the end of the title of your order # CH00320411. Kindly note that the shipment and production of such orders are arranged behind those regular orders. We hope you can understand. Your email has been replied to and we have used complaint@cherley.com to send you a follow-up email. Kindly check your inbox.
Cherley Customer Complaint Team
complaint@cherley.com
Hello,
Hello,
I ordered your Sleeveless Corset Ruched Bodycon Fishtail Hem Asymmetric Lace Maxi Dress in the color black in medium size on February 13th, 2024. Order Number is CH00319257. On your website, my order has been "Shipped out ASAP" for the past month it still has not arrived. I have written multiple emails and gotten no response. I reached out on Instagram and received no response there. I think I am going to file a complaint with my bank if I do not receive any information in the coming days.
18 March 2024
Unprompted review
Reply from Cherley
Dear Shea bradley,
Sorry for the delay in responding. Both our customer service team and factory are experiencing a backlog. Your emails have been replied to. Kindly check your inbox.
Should you have any follow-up questions, please feel free to contact us at the address below.
Kind Regards,
Cherley Customer Complaint Team
complaint@cherley.com
This is a scam and steal credit card…
This is a scam and steal credit card information. Beware of fraudulent transactions. After your one time purchase. To never receive merchandise. Ordered January 2. It’s March 14z I’ve reached out to Cherley several times only for them to block me.
SCAM ALL THE WAY AROUND!!!! DONOT WASTE YOUR TIME OR HARD EARNED MONEY.
Reviews saying they received dresses are lies.
Update: this is a scam. My card was charged 3 times. I’ve reached out countless times. I have not received a refund or my package. I haven’t even received tracking. Order number CH00324457.
How much time should one allow of delivery. Again it’s been months. I’ve tried canceling but yet here we are.
Buyer this is a scam.
31 December 2023
Unprompted review
Reply from Cherley
Hello,
We would like to clarify that Cherley is not a scam site. We never blocked any customers. We don't steal anything from anyone. We can cancel orders and refund money if the customer requests to.
Recviews saying they received dresses are true because we have been extending our working time to address the problem of backlog in our factory and ship the items as soon as we can.
Should you have awaited your order for a while without any update, please feel free to contact our customer service team to inquire about its shipping time. We can be contacted at the address below. Additionally, please provide us with your order details, such as the order number and the email address used for the purchase so that we can locate and look into your order.
Kind Regards,
Cherley Customer Complaint Team
complaint@cherley.com
Scam company
I am pretty sure this company is a scam. I ordered a dress and have received no updates and no communication from the company. Paid and extra $10 for shipping on top of my total. Please let me know when this dress will arrive or if I should call my credit card company to start the dispute process. Order number CH00326389.
27 February 2024
Unprompted review
Reply from Cherley
Dear Brooke Crochet,
We would like to clarify that we are not a scam, otherwise there is no need to follow up on each complaint. And please know that the shipping is is paid for the shipment service. We also offer free shipping if your order is $89.
You can email us to inquire about the order status. We can be contacted at the address below.
Cherley Customer Complaint Team
complaint@cherley.com
Never gotten the refound.
I order a dress thatr was on the website and when I got it the dress looked nothing like the pictures. When I wrote to the custumer serve, the response was fast and they offered me a solution, which was: "If you prefer a full refund, we can provide you with the return address. However, please note that we do not offer free returns. Alternatively, we can issue a direct refund of $14, which is 40% of the item's cost, or provide you with a discount code worth $21, which is approximately 60% of the item's price, which can be used towards your next purchase on our website. This way, you can avoid the hassle of returning the product and waiting for a refund.". I accepted the 40% return because I wanted nothing to do with this store again, but this was on Feb 5, and I still haven't gotten anything from them. They said that it would take 5 to 10 business days and it has been over a month.
5 February 2024
Unprompted review
Reply from Cherley
Dear Raquel Gomes,
Firstly we are sorry that the item fell short of your expectations. We take customer feedback seriously and will take note of your review to the relevant team to make progress.
Regarding the refund, the delay was caused by a backlog our finance department is experiencing. We suggest you escalate the matter to our customer complaint team at complaint@cherley.com to have the problem addressed.
Again we apologize for the inconvenience caused and we have used complaint@cherley.com to follow up. Kindly check your imbox.
Cherley Customer Complaint Team
complaint@cherley.com
I have emailed the customer services…
I have emailed the customer services but they’ve not yet responded. I would like to cancel my order it has not yet been shipped. I would like a full refund, I’ve got my honeymoon in a few weeks I can’t risk it not coming in time and given the awful reviews they’ve received. Please confirm I will get my refund asap my order number : CH00332496
Grace
12 March 2024
Unprompted review
Reply from Cherley
Dear customer,
Order CH00332496 will be shipped in part within 24 hours. We have replied to your emails and used complaint@cherley.com to follow up. Please confirm you have received the email.
Cherley Customer Complaint Team
complaint@cherley.com
Happy client
I received so many compliments on the dress! I was a little worried because of delivery time but it got here on time!
18 November 2023
Unprompted review
I just ordered
I just ordered. Never received a confirmation email but was charged. So I sure hope I get my dresses. Seems others have experienced the same
11 March 2024
Unprompted review
Reply from Cherley
Dear Karen Mudford,
Please know that the charge of the money is a token that your order was confirmed. And that you will receive the order -- but it takes a while. If you have any questions regarding your order, we suggest you contact our customer service team first before writing a review. Thank you for understanding.
Kind Regards,
Cherley Customer Complaint Team
complaint@cherley.com
Is this dress coming?
I ordered a dress from here order number CH00322377. I ordered it almost a month ago and it still says it’s awaiting shipment. I ordered this dress for an event and really need it to come in time.
10 March 2024
Unprompted review
Reply from Cherley
Dear Mackenzee Burnham,
We are sorry for any inconvenience.
Should you want the item for a specific occasion, please feel free to contact our customer service team with the SKU of the item to inquire about its shipping time. The email address is below. And we will respond in the next business day.
Cherley Customer Complaint Team
complaint@cherley.com
This website is a scam
This website is a scam.
The clothing is cheap and not sized to the sizing chart on their website. Once I actually got a tracking number, I wasn't even told who the carrier was. They provide you with a tracking company that wants you to pay an additional fee. It took 2 weeks for the dress the arrive. The dress was ordered based on their sizing chart and my measurements. This dress does not only NOT fit at all, but also isn't as described, and the material is cheap. Do not waste your money, I've been seeing you can NOT do returns or exchanges as well.
4 March 2024
Unprompted review
Reply from Cherley
Dear Debbi Keefe,
We apologize for any inconvenience.
Regarding the carrier, you are always allowed to contact us to inquire about the carrier and order status.
Regarding the additional fee, it might have been that USPS had already tried to deliver your parcel once but there was no one signed for it so they took an extra fee for the second delivery. You can also tell us this in the email communication and we can make compensation for it.
For your convenience, we have used complaint@cherley.com to send 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.
Cherley Customer Complaint Team
complaint@cherley.com
I ordered a dress from here and the…
I ordered a dress from here and the reviews are all the same as my situation. I was never sent a confirmation email.
3 March 2024
Unprompted review
Reply from Cherley
Dear Katie,
You can contact us at the address provided below to inquire about the status of your order. Don't forget to offer the order ID. 💗
Cherley Customer Complaint Team
complaint@cherley.com
Order ID:CH00327385
Order ID:CH00327385
I didn't get any update about my order
1 March 2024
Unprompted review
Reply from Cherley
Hello,
Please contact our customer service team at support@cherley.com and complaint@cherley.com to inquire about the status of your order. Thank you.
Cherley Customer Complaint Team
complaint@cherley.com
With my order CH00325838 I ordered on…
With my order CH00325838 I ordered on 28/02. I still have no updates on delivery. Please can you update me with this or any ETA for shipping?
3 stars as I still have hope for my gorgeous dresses ordered!!
28 February 2024
Unprompted review
Reply from Cherley
Dear Lauren Townson,
There is a parcel in transit in order # CH00325838. Upon shipping the confirmation email was sent to your address on the same day as well. You can contact our customer service team to iqnuire about the latest update.
Cherley Customer Complaint Team
complaint@cherley.com
I ordered a dress from cherley on…
I ordered a dress from cherley on February 27th and never received a confirmation email or any information on shipping. I've tried emailing their customer support but based on other reviews it seems like they don't respond to email. Now I think this might just be a scam because it shows my card was charged but I have no way to track or check my order...
27 February 2024
Unprompted review
Reply from Cherley
Dear Emily Field,
Please rest assured that we will respond to your emails. The normal timeframe for response is 1-3 business days.
As for the delay in shipping, your order was pre order, plus a backlog we are experiencing, so the shipping is delayed. But yours can be shipped around one week later.
We have used complaint@cherley.com to send you a follow-up email. Should you have any follow-up questions, feel free to contact us at this email.
Sincerley,
Cherley Customer Complaint Team
complaint@cherley.com
Ok so I was here to read the comments…
Ok so I was here to read the comments after I ordered three dresses from them. They are definitely slow, but I got my first dress and the quality is exactly as I expected. The problem is that they don’t respond quickly and I was mad asking PayPal to give me my money back lol. I hope the two other dresses I ordered will come soon and would advice Cherley’s team to just openly communicate the time of the shipping, anything else makes a customer angry 😅. But yeah, I give 4 stars, because the dress is actually great.
29 February 2024
Unprompted review
2 dresses
I placed and order on Feb 27,2024 for 2 dresses and have not received an email that it has been shipped out. It’s been almost a week and I find this ridiculous. I need the package one March 8th. I’ve emailed them and still no response. They won’t answer my email so I’m hoping they will answer my review. Wondering is this website is a scam.
Order No. CH00325526
27 February 2024
Unprompted review
Reply from Cherley
Dear Juliette Salaj,
One item in order # CH00325526 has been shipped and the confirmation email has been sent to your address upon shipping.
We apologize for the delay in responding to your email. Our customer service team is a little shorthanded recently. But your email has been replied to. Kindly check your inbox.
Should you have any follow-up questions, please feel free to contact us.
Faithfully,
Cherley Customer Complaint Team
complaint@cherley.com
I’m editing my review as the dress finally arrived!
I’m editing my review as the dress finally arrived! I initially left a 1 star review due to never receiving a confirmation email so I had no clue if and when my order had shipped. After leaving a review here, they responded promptly and gave me required tracking information. It arrived 3 weeks after my order date which is what I was expecting anyway. I love the dress it is silky and super soft material.
22 February 2024
Unprompted review
Reply from Cherley
Hello Lili,
We tried to identify your order ID via your username here to look into and take care of the issue but no order matched your info.
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 the email address below?
This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Thanks.
Cherley Customer Complaint Team
complaint@cherley.com
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