Cherley (cherley.com) has a 1.9 out of 5 rating on OK.one, based on 276 user reviews collected here. It is listed under Shopping & Fashion and its reputation is poor. 72% of reviews are 1 star, a relatively high share; The business has replied to 95% of negative reviews; 13 of them were added in the last 12 months. Last updated 2026-10-25.
I ordered 4 items on this site on MARCH 28! And now it's MAY 05 and I haven't received any update of my order!!! Even though it says pre-order! One month should be enough!! Give me an update!!! Or I will call my bank to cancel my payment cuz I've been scammed! This is my order number CH00339787
Update: I received the item after 2 months and I'm disappointed with the quality. Not worth it.
Reply from Cherley2024-05-07
Hi
We are deeply sorry for any inconvenience caused by the delay in shipping.
If you have waited for your order for a while, please check if your order is a pre-order via the item title first, then contact our customer service team at the address provided below to ask about its shipping time. We will be responding as soon as we can. If it cannot be delivered on the date you expected, you are always allowed to ask for a cancellation of the order before shipment.
Regards,
Michelle, Cherley Customer Complaint Team
[email protected]
I chased them up after not receiving any news about my order, whereby they replied saying my dress was actually a "pre-order"...which was not at all true!
What makes it even worse is when they originally told me that it takes 10-15 days to send, on their website they updated it to say up to 30 days!
Liars and deceitful.
They have still not replied to my other emails I have sent.
I am waiting for this order before going overseas, and if what the website says is true it will have taken 2 months minimum before they send my dress, and I won't even be in the country to receive it.
A bit of communication would be appreciated Cherley! Thank You.
Reply from Cherley2024-05-07
Hello,
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.
Michelle, Cherley Customer Complaint Team
[email protected]
Item was ordered over a month ago and still has not arrived and not redponded to emails .
Reply from Cherley2024-05-07
Hello,
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.
Michelle, Cherley Customer Complaint Team
[email protected]
I purchased a dress that took 3 months to arrive and when it finally did arrive ( after many emails) it was the wrong size and terrible quality. I then emailed again to ask to return and get a refund and surprise!! I’ve not heard anything from them. The communication is terrible and the dress is even worse. I would definitely not recommend buying from this company. If I don’t get a reply and refund I have been told I can take legal action but hoping it won’t come to that.
Reply from Cherley2024-05-07
Dear Sarah Dakin,
We apologize for any inconvenience caused. We would like to clarify that our suppor team already reponded to your email regarding the return and refund -- we ask for a photo to confirm the problem, which helps us better understand the issue and will serve as the basis offer you a suitable solution -- but we didn't receive a response.
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]
Dress is not as shown. Comes in a similar material but nothing like the quality. Very mediocre and low quality for the amount it’s being sold for.
Tried returning and getting a refund. There has been no reply at all from with of their email addresses.
Reply from Cherley2024-05-07
Hello,
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.
Michelle, Cherley Customer Complaint Team
[email protected]
I wish I would have read this sooner….
I’m so sorry for the people who have fallen for this scheme. I have also not received any information regarding my order, I do not even have my order number. This whole thing feels like a scam and the dress I ordered was intended for my graduation day, but it looks like it will not happen. Since my order has not been shipped yet and will definitely not make it to my country in time, I would like a full refund, I have contacted this company trough their email, so let’s hope for the best.
Reply from Cherley2024-05-07
Hello Adelė,
If you did't see the confirmation email, you can email us at [email protected] and [email protected] for assistance.
Upon inspection, I noticed that the parcel of your order had been shipped on May 1st.
Tracking #: YT2412121272247611
Other tracking sites:
https://www.17track.net/en#nums
https://www.track718.us/en
Once the warehouse ships out the package, the whole waiting time on the customer side normally ranges from a week to 3 weeks.
If you have any follow-up questions, please feel free to contact us at the address below.
Faithfully,
Michelle, Cherley Customer Complaint Team
[email protected]
DON'T ORDER FROM HERE! I ordered 4 items on April 10th and today is May 1st. Only 3 items have arrived so far and 1 dress still hasn't arrived yet. The dress that you often see on IG ads, which is called "Sleeveless Corset Floral Jacquard Formal Party Mermaid Midi Dresses-Purple" on their website, looked nothing like the way they advertise on IG. Way too cheap material and they charge 50 USD for it. Also, they did not ship all 4 items at once, they always "partially" shipped the items which I find very strange. I tried contacting the customer service about the dress I haven't received yet but no response. Extremely unprofessional and it's almost a scam!
Reply from Cherley2024-05-07
Hello,
We are sorry for your wait for the order. In order for customers not to wait for a long time for no item, the warehouse would send the available items first. And when the back orders are back, they will send them immediately.
Upon inspection, we noticed that the remaining 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.
Regarding the material of the item, 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]
DO NOT ORDER FROM HERE! Quality is so so cheap! I ordered the Halter Neck Corset Tie Up Backless Slim Fit Maxi Dresses-Burgundy and they false advertised/market it! It is not the same dress they use in the pictures. The bandeau part of the dress was completely different. Was not a glittery material like it is in the pictures and is half the thickness as well. The other neck straps are also sewn on in a different place to what they are in the picture. They are sewn on more central rather than near the armpits which looks very unflattering compared to thhe pictures they use. Dress is see through and an awfully cheap material it’s like netting. Utterly disappointing
Reply from Cherley2024-05-07
Hello,
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.
Michelle, Cherley Customer Complaint Team
[email protected]
Its been a week since i placed my order and i haven’t had any updates on if it has been shipped. I really need the dress in the next week atleast and was hoping this isnt a scam and actually get my moneys worth. Please do something about this issue as soon as possible.
Reply from Cherley2024-04-28
Hi
You can contact us at [email protected] to inquire about your order update.
Upon inspection, we 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]
I ordered a dress that was horrible and cheap quality. I reached out on an email that isn't this one to Cherley and I didn't receive an email back so I'm putting a review on here since they reply on this website. If Cherley sees this, I would love to make a return and receive a refund on this. My order ID is CH00324928
Reply from Cherley2024-04-24
Hello,
Please wait patiently for three business days for a response. If you have not heard back from the support team three days after emailing, kindly forward the matter to [email protected]. We will take care of the issue.
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
Hi I ordered 2 dresses on April 1 , for my graduation and one for my best friend graduation which is in a couple of days may 18 , I so nervous because we need those dresses to be on time , pleaseee if you can guys can see this help me to at least know where my package is 🙏🏽.
Reply from Cherley2024-04-24
Hello,
Feel free to contact us at [email protected] to ask about the shipping time, especially when you need the item for a specific occasion.
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
Ordered 7 weeks ago and I haven’t had an update on my order yet, no tracking number , no confirmation email. What a joke !!!!
Reply from Cherley2024-04-24
Hello Estera Lozneanu,
Upon inspection, we found that your order was placed on April 4th -- less than three weeks ago. We also noticed that one parcel containing 2 items was shipped on April 17th and now it's in transit.
We suggest that you contact our customer service team to inquire about the order status first before reviewing as your order might have been shipped. We can be emailed at [email protected] and [email protected].
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
I should have checked this site before ordering 5 items from this company. SMH. Like everyone else, I placed my order over a week ago and have still not received an update at all. Do not recommend.
Reply from Cherley2024-04-24
Hello,
Please contact our customer service team to inquire about the order status as your order might have been shipped --- upon inspection, we found that your order had all been shipped.
We can be emailed at [email protected] and [email protected].
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
Getting in touch with customer service is almost impossible. I’ve sent multiple emails that have gone unanswered and they have not sent a return label after days/ weeks. Not worth buying from here because of the hassle. Wouldn’t be a bad experience if not for customer service. Praying they’ll see this review and get back to me and do better.
Reply from Cherley2024-04-24
Hello Olivia Petras,
We apologize for not getting back to you sooner. If you have not heard back from the support team for three business days, kindly forward the issue to [email protected].
Upon inspection, I found that you have been offered return instructions and a return form. Kindly get back to us with the necessary info and we can begin the process of refund.
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
It is not UKs company ( i was buying from Cherely UK), you have to send to return back to United States for the cost of £28.93.I have ordered three items on 14th Feb, received first on 23rd March ( it was a counterfeit of some brand as i discovered later/ very cheaply made/ cut disproportionally/bad material) so cancelled the other two items (showing on website as not shipped)but they still posted one and i had to pay return charges.
Took them three weeks to refund the items( after having paypal involved) refused to refund the postal charges, offering me a voucher for future orders instead-no , thank you
Reply from Cherley2024-04-23
Hello Valentinavv,
We'd like to express our regret for bringing you an unhappy experience. We take customer feedback seriously and will take note of your review regarding the quality and return process to the relevant team to make progress.
Please provide us with your order details, such as the order number and the email address used for the purchase. Or may you email us at [email protected]? This will help us find your specific order and initiate the necessary steps to resolve this issue. Thank you in advance.
Again we deeply apologize for your dissatisfaction. We hope to hear back from you.
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
As with all the other people writing reviews, I also have placed an order and it has yet to be shipped. My items says “your item will be shipped asap”. It has said this for a week now. I can understand the company being overwhelmed with orders creating a lag in shipment. It’s hard to determine whether that truly is the issue, or whether this company is just a scam.
After reading multiple reviews, I see that company frequently copies and pastes the same response to check if it was a “pre-order”. Unfortunately for me, after going back to check my order it does state it is a pre order. It is ONLY stated in the name of the dress “ Ditsy Floral Print Frill Straps Backless Tulle Gowns Maxi Dresses-Pink [Pre Order]“. Realistically, most people are not even reading the name of the dress, because we are more concerned about the dress itself than the name of it. When viewing items from the website on your phone, the pictures are just large enough to cover the entire phone screen, so in order to even see the name of the dress you have to scroll down. Which again, most people are not interested in the name of the dress, rather the images, reviews, sizing, material, etc. Personally, I could care less about what it’s called.
This is a bit concerning, as clearly it is very easily overlooked when purchasing that it was a pre order. During the ordering process, there is no mention that this was a pre-order item or even a suggestion of when it should be available. After searching the website, there is no information on when these “pre-orders” are likely to be stocked and shipped. It seems as though the pre-order items could take months? A year? Never get stocked and they take my money? Who knows. Clearly based on other reviews, many people have ordered pre order items without realizing it. Very frustrating considering I was buying the dress for a wedding and now how to re-purchase a new dress from a different company. I had high hopes for this dress and company and I feel scammed…
Order: CH00355426
Reply from Cherley2024-04-23
Hello Taylor McHenry,
Thank you for taking the time to share your feedback on Cherley. We understand the possible disappointment and dissatisfaction you might experience.
We will record your opinions about the mark of pre-order, quality, and response and make progress accordingly.
Your order has been canceled as requested. As a token of apology, we will expedite the refund so that you can receive the money sooner. You should receive it between 1 and 5 business days after the response.
Again we apologize for any inconvenience. 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]
No clear guidance on returns and lack of customer support
I’ve ordered 3 dresses and never received a confirmation email. They arrived 3 days ago and unfortunately non of them fit which is fine, but I’ve been trying to return them and have no clue what to do now.
I have no idea what the return address is or how to even get a refund issued. I’ve contacted them on their support email two days ago and am yet to receive a reply, I’ve contacted them twice now . Their customer service email is the only one I could find and they’ve still not contacted me back .
Reply from Cherley2024-04-23
Hello Freya Beharrell,
We'd like to apologize for the delay in responding -- our customer support team has been shorthanded recently so the response might not be as timely as you expected. In such a case, you can contact our customer complaint team at [email protected] to deal with the return and refund. We will do our best to assist 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.
Kind regards,
Michelle, Cherley Customer Complaint Team
[email protected]
I made my order a week ago and it still says my dress is awaiting shipment. If it takes that long just to send it I don’t even want to imagine how much it will take till it arrives. I need the dress in about a week, so I’ll probably need to buy elsewhere :( don’t risk yours if you need it early
CH00352283
Reply from Cherley2024-04-17
Hi
We are sorry for any inconvenience caused by the delay in shipping.
Should you have awaited your order for a while without any update, please check if your order is a pre-order via the item title first, then contact our customer service team at the address provided below to inquire about its shipping time. We will be responding as soon as we can.
Kind Regards,
Michelle, Cherley Customer Complaint Team
[email protected]
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