Cherley

Hello, Upon inspection, I found that the only interaction between our support team and the email under order # CH00409647 was back on July 11th - you reached out to us inquiring about the order and the CSR responded within 24 hours. There was no email chain after that. Regarding your order, I noticed that the item you ordered is a pre-order item, as indicated in the product name. Pre-order items would be shipped later than those items in stock. You will receive an email with a tracking number once your order has been shipped. We appreciate your patience and understanding regarding this matter. If you have any further questions or concerns, please don't hesitate to reach out to us. Best regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, It is verified that you reached out to us on April 2 and our support team replied to your email on April 5th. After the response, we never heard back from you. I assume that the reply went into your spam box or you missed the email. Regarding the refund for late-delivered items, please note that we can't issue any refund unless we have the customer's confirmation to cancel the order. You didn't ask us to cancel your order so we couldn't operate. We hope you can understand. We do apologize for any inconvenience caused by the delay in shipping. We had a backlog to deal with back then so the shipment of a batch of orders was postponed. But now we have sorted it out and the shipping is much faster (except for pre-orders). Regarding the 2 dresses that you threw, we apologize that the item fell short of your expectations. We take customer feedback seriously and will forward your review to the corresponding team to verify and make progress. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, It is verified that the unsent item is a pre-order item. As for the rest 2 items, because of the different arrangement for production, the shipping time might vary. In order for customers not to wait for a long time without nothing, the warehouse would send the available items first. Regarding the item that was delivered, we apologize that the item fell short of your expectations. You can reach out to us at [email protected] to sort it out. If you are not satisfied with their solution, you can escalate the matter to our customer complaint team. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Dear Manon, Thank you for taking the time to share your feedback with us. Our aim is to provide prompt response to our customers. It is verified that each response the support team made was within 24 hours. We understand your desire to receive a faster reply. We will work on it. I also want to sincerely thank you for your constructive feedback regarding the return process. We understand that waiting for email responses and bearing the cost of returns can be inconvenient, and we apologize for any frustration this has caused. Your feedback helps us identify areas where we can improve. If you have any follow-up questions, please feel free to contact us at the address below.  Regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, We sincerely apologize for any inconvenience caused. We tried to identify your order ID via your username here to look into and 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? 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. Thanks in advance.

Hello, We sincerely apologize for any inconvenience caused. We tried to identify your order ID via your username here to look into and 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? 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. Thanks in advance.

Hello, We apologize that the item fell short of your expectations. We take customer feedback seriously and will forward your review to the corresponding team to verify and make progress. Please rest assured that orders are returnable and refundable -- you can reach out to us at [email protected] to sort it out. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, We apologize for that the item fell short of your expectations. . Please rest assured that orders are returnable and refundable -- you can reach out to us at [email protected] to sort it out. We have responded to your emails but didn't hear back from you. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Dear Chiara, We appreciate your honest feedback. We understand your dissatisfaction with product quality and price, as well as your shipping problems. We are very sorry for this and acknowledge that we fell short in these areas. To improve your shopping experience, we have taken a number of steps, including reviewing our supply chain management and improving our customer service processes We found that our customer service explained to you that the return is at the customer's expense before providing the return instructions. We understand that this may cause you additional inconvenience. However, in accordance with our policy, we require all customers to pay for return shipping. We know this may not be optimal, but it's a necessary policy to ensure we can continue to offer affordable prices. If you have any further doubts about this process, you can inform us of your specific needs and we will try our best to provide you with a satisfactory solution. Once again, I apologize for the bad experience and thank you for your valuable feedback. We look forward to hearing from you so that we can take immediate action. Michelle, Cherley Customer Complaint Team [email protected]

Dear Sonia, Please accept my sincere apology for any frustration and dissatisfaction you might experience. Your feedback will be documented and shared with the corresponding team to verify and make progress.  Upon inspection, I found that the last 2 items had been shipped on June 18 and now the parcel is in transit. For your verification, please check the following info to trace the order as I do. Tracking #: YH24061803267SZ Other tracking sites:  https://www.17track.net/en#nums   https://www.track718.us/en  Regarding the replies, it is verified that your first email was responded to within 24 hours. As for the follow-up emails, in order to make a response to every customer in a timely fashion, our response timeframe to each address is 12-48 hours. Hence sometimes the response might not be as right away as you expected. We hope you can understand. We understand your desire to make a return, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Dear Ella , Please accept my heartfelt apology for any frustration you might experience. Your feedback will be documented and shared with the corresponding team to verify and make progress.  Upon inspection, I found that three emails of yours to our support team have all been replied within 24 hours. If you have not received them, kindly consider the possibility that your inbox might have forwarded them to the spam box.  Regarding the order, I noticed that the item you ordered is a pre-order item, as indicated in the product name. Pre-order items would be shipped later than those items in stock. You will receive an email with a tracking number once your order has been shipped. We appreciate your patience and understanding regarding this matter. If you have any further questions or concerns, please don't hesitate to reach out to us. Best regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, Please accept my heartfelt apology for any frustration you might experience. Your feedback will be documented and shared with the corresponding team to verify and make progress. Regarding the removal of the picture, the corresponding team will decide whether to remove or add items on the website accordingly. The removal of the item after you placed the order was an coincidence. We apologize for the concern it might cause and hope you can understand. As for the credit, it has been issued as you agreed. If you have any follow-up questions, please feel free to contact us at the address below.  Regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, We apologize 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. Please rest assured that orders are returnable and refundable -- you can reach out to us at [email protected] to sort it out. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Dear Maripaz, Please accept my heartfelt apology for any frustration you might experience with the return process. Your feedback will be documented and shared with the corresponding team to verify and make progress.  In recognition of the inconvenience you've experienced, I am pleased to inform you that I am authorized to refund you the shipping fee on both orders directly to your payment account. The refund process has begun and you should receive it in between 1 and 5 business days after the response. Would you consider this gesture as a resolution to your concerns? Rest assured, we are fully committed to providing the best possible service. If you have any follow-up questions, please feel free to contact us at the address below.  Warmest regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, We apologize 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. Please rest assured that orders are returnable and refundable -- you can reach out to us at [email protected] to sort it out. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, We would like to put some explanation here to foster understanding and clarification. 1) "they keep telling me has been shipped when it hasn't. " The support team replied to you with shipping info only once. The reply said that your order was partially shipped, which is the one you received later on. In the other times when the CSR mentioned the shipping of the other item, the replies all indicated that the other item had not yet been shipped. For example, the reply on June 1st says, "We have marked your rest order as a priority, and as soon as the products are available in our warehouse, we will ship your order first." 2) " they said they can only refund me £14 when the dress cost over £40 The partial (40%) refund offer was based on the item you received only, which was 37 GBP, not over 40 GBP. You can caculate the paercentage yourself to verify, 37 * 40% = 14.8. We apologize for the inconvenience and misundersstanding and dissatisfaction it might have caused. I assure you that it will be thoroughly documented and discussed with our team to drive improvements in our services and elevate the customer experience we aim to deliver. We have used [email protected] to reply to your email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Regards, Michelle, Cherley Customer Complaint Team [email protected]

Hello, We apologize 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. Please rest assured that orders are returnable and refundable -- you can reach out to us at [email protected] to sort it out. For your convenience, we have used [email protected] to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP. Best wishes, Michelle, Cherley Customer Complaint Team [email protected]