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
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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
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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
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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
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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
See how their reviews and ratings are sourced, scored, and moderated.
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
The delievery is very very poor
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear this and understand your frustration. Please be assured that your feedback has been noted and shared with our team as we continue working to improve our delivery experience.
Best Regards,
CHARLES & KEITH Customer Service Team
Impressive quality, price & product range
Quick delivery from Singapore to Melbourne in time for Christmas, thank you. Excellent communication & tracking updates. My daughter is very happy with the bag. We continue to be impressed with Charles & Keith’s quality, price and range of products
16 December 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
Customer service is not good till now I…
Customer service is not good till now I didn’t receive my parcel it’s been almost 4weeks
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for your experience. 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.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
My package still hasn’t arrived and I…
My package still hasn’t arrived and I ordered 2 and a half weeks while paying the express shipping
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand your frustration. Your order was successfully delivered on 7 January. The delay was due to higher order volumes during the holiday season, and please note that customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines and tracking updates.
We appreciate your patience and thank you for sharing your feedback.
Best regards,
CHARLES & KEITH Customer Service Team
Dear Charles & Keith Customer Care…
Dear Charles & Keith Customer Care Team,
I am writing to report a serious delivery issue with my recent order, which has been incorrectly marked as “customer rejected.”
**Order Number:** USA04907134
**Tracking ID:** TBA327090276161
**Delivery Address:** 2160 Lincoln Street, CA 94303, USA
The delivery driver **did NOT come to my actual address**. Instead, the driver went to **2160 Lincoln Avenue**, which is a completely different location, and then contacted me claiming that there is no “Lincoln Street.”
This is factually incorrect.
* **The address I entered is correct**
* **2160 Lincoln Street exists**
* The driver went to the wrong location and made no attempt to reach the correct address
* I did **NOT** reject the package at any point
Despite this, the shipment has been wrongly updated as “rejected by customer,” which is unacceptable and misleading.
This error is entirely due to **delivery negligence**, not customer refusal. I am extremely disappointed by how this was handled, especially since this was a gift.
I request the following immediately:
1. Confirmation that this was a delivery error, not a rejection
2. A **refund or reshipment at no additional cost**
3. Assurance that my account/order will not be penalized for this mistake
Please investigate this matter urgently and correct the shipment status.
I look forward to your prompt resolution.
Sincerely,
Dharmamithra Tirunagari
Phone: +1 630 542 0772
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for your experience. 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.
Thank you for your patience in the meantime.
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
Damage Quickly
Received these boots on 12/26 and by 1/2 they’ve already peeled at the toe.
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about this issue. Please email us at customers@charleskeith.com with your order details and photos so our team can review and assist you further.
Best regards,
CHARLES & KEITH Customer Service Team
We didn’t receive our order yet so we…
We didn’t receive our order yet so we can’t review it.
15 December 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, so there’s no need to worry.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
The item itself is great.
The item itself is great. I had it as a gift for my girlfriend and she loved it. Easy to use app and got satisfied with the fast transaction.
15 December 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
Was able to make the purchase and it…
Was able to make the purchase and it was delivered…but that delivery took about 2.5 weeks
14 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We 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
Great customer service!!!!
14 December 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
Order never arrived
Order never arrived.It was supposed to arrive well before my wedding and never did. Contacted customer support twice after it was delayed a week. Only got a response on the second time and they haven’t followed up on a week. Carrier said there was a problem with the shipment but no one would help me. Had to file a chargeback to get any resolution.
14 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for this experience and understand how disappointing it must have been, especially with your wedding approaching. Unfortunately, it appears that your order was lost in transit. Please rest assured that we will proceed with a full refund on our end, and our team is here to assist if you need any further support.
Best Regards,
CHARLES & KEITH Customer Service Team
Items Not Delivered. No Customer Service.
Item ordered on December 14, 2025, with estimated delivery in 2-5 days. Today is January 1, 2026, items not delivered. It gets worse. Tried to contact customer service on 12/22. Received boilerplate reply on 12/31/25. Contacted FedEx in person at the FedEx hub office, as it is not possible to speak with a live representative by phone. I was told they could not locate the package.
31 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand your frustration. Your order was successfully delivered on 3 January. The delay was due to higher order volumes during the holiday season, and please note that customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines and tracking updates.
We appreciate your patience and thank you for sharing your feedback.
Best Regards,
CHARLES & KEITH Customer Service Team
It was great
14 December 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
Overall NOT recommended
Overall its a no. Bad experience. Will not at all recommend. Location: I am located in Canada and ordered online. Shipment: The tracking on a shipment was horrible couldnt figure out when the order will show up. Quality: The quality of the product was not that great, the packaging in the which they arrived was completely destroyed. Worst is the returns: When trying to do returns while they allow returns for 30days, the cost is borne by the customer, so free returns is a lie + they require the returns to be shipped to the US which is adding additional duties on the return shipping cost. Very frustrating experience, I am just reminded why in person shopping is better than online scammish websites like these. Looking at more reviews after the fact, I am also worried about if they will even refund me for my returns.
31 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. We appreciate your feedback regarding delivery, product quality, packaging, and our return process, as it helps us identify areas for improvement. Our team is always available via email at customers@charleskeith.com to assist with any return or refund inquiries.
Best Regards,
CHARLES & KEITH Customer Service Team
Delivery was horrible
Delivery was horrible. The site states 2-7 business days. Ordered Nov 30, arrived December 29 at 11:30PM (without proper updating where the bag was). The bag is lousy and wanted to return but their policy seems lousy too. I regret ordering this brand and will never purchase this brand again.
29 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your disappointment. The delivery delay and lack of timely tracking updates are certainly not what we aim to provide. We appreciate you sharing your feedback, which has been noted and will be shared with our team for review and improvement.
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
My package was lost and I did not…
My package was lost and I did not receive the refund yet. Its been more than a Month since I placed the order. Still no resolution on it.
29 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We noticed that our team has already reached out to you via email regarding your inquiry. To avoid any confusion and ensure consistency, we’ll continue assisting you through that email thread. Please feel free to reply there if you have any further questions, and our team will be glad to help.
Best Regards,
CHARLES & KEITH Customer Service Team
I oder over 3 week but I didn't still…
I oder over 3 week but I didn't still receive my oder
23 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry for the inconvenience. It appears that your order has been lost. A refund has been initiated and is currently in progress.
If you need further assistance or updates, please reach out to us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Thank you for your patience.
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