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.
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Is CHARLES & KEITH legit?
CHARLES & KEITH (www.charleskeith.com) has a 3.0 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. Opinions are polarized: 50% rate it 4 stars or higher while 42% give 1 star; The business has replied to 98% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers generally love the high quality and stylish design of the bags and shoes they purchase, often noting that pieces look even better in person. People frequently mention that many items arrive quickly, fitting comfortably and exceeding expectations.
However, some reviewers were not happy with unexpected delivery delays and packages going missing without proper assistance. Customers also pointed out that customer support responses can be very slow, unhelpful, and difficult to reach when sorting out issues. Some buyers additionally experienced minor problems with unexpected product wear or sizing inconsistencies.
Auto-generated from all reviews of this business. For reference only.
Delivery was super super fast! Looooooved the bag. Quality 10000/10 😘. I’m getting another one!!!!
Reply from CHARLES & KEITH2026-08-04
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
I love the leather quality and stitching utilized! It’s a good long term investment for anyone looking to invest in long lasting pieces
Reply from CHARLES & KEITH2026-08-04
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
Please take my word for it to not order from Charles & Keith ever. They do not deliver the product and neither take responsibility.
Reply from CHARLES & KEITH2026-08-04
Dear Valued Customer,
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how frustrating this situation has been. We can see that you're already in touch with our Customer Service team, and your case is currently under review. Please rest assured that we'll continue assisting you via your existing email thread and will keep you updated on any further developments. Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Absolutely love my bag. Very handy for quick daily runs
Reply from CHARLES & KEITH2026-08-03
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
Great product! I got a wallet, Im also a first time buyer. Delivery on time.
Reply from CHARLES & KEITH2026-08-03
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
Dear Valued Customer,
Thank you for taking the time to leave a review.
We're sorry to hear that the delivery took longer than expected. We understand how important timely delivery is and appreciate you bringing this to our attention. Your feedback has been shared with the relevant team as we continue working to improve our delivery experience.
Should you require any further assistance, please do not hesitate to contact us at [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
The bag is amazing and beautiful just like the picture indicated. Super excited to use for school. Overall quality is excellent.
Reply from CHARLES & KEITH2026-08-03
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
A
Angilica Tan · 1 review · Experienced 2026-07-18 ·
★★★★★
Really had great time buying in Charles…
Really had great time buying in Charles and Keith Trinoma, Quezon City branch. I was assisted by Ma’am Sheng, she was very helpful and nice to my needs.
Reply from CHARLES & KEITH2026-08-03
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
Broken Bag is called wear and tear after only 4 months of use?!
Extremely disappointed with both the quality of Charles & Keith's products and the level of customer service I received.
After only around four months, my Sianna Crinkle-Effect Slouchy Tote Bag began ripping, and both straps tore. I only carried the max weight allowed if that and I expected far better quality from a brand that promotes its products as being durable. A handbag should not be falling apart after such a short period of time.
What disappointed me even more was the way my complaint was handled. I received the same generic response multiple times, with my concerns repeatedly dismissed as "wear and tear." None of my questions were actually answered, including how they determined it wasn't a quality issue or why a bag lasting only a few months was considered acceptable. Instead, they simply repeated the same explanation and eventually told me they considered the matter closed.
Poor quality, terrible customer service, and no accountability. Based on my experience, I would not recommend Charles & Keith.
Reply from CHARLES & KEITH2026-08-03
Dear Valued Customer,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations and understand your disappointment. Following a careful review of the photos and information provided, our Customer Service team has communicated the outcome of the assessment via email. We appreciate that this may not have been the outcome you were hoping for. If you have any further questions regarding your case, please reply to your existing email thread, and our team will be happy to assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
I ordered two pair of shoes and delivery took more than expected. Unfortunately, the parcel was stolen at my doorstep. C&K takes no responsibility for theft after delivery even if the parcel was not left in a safe area. I then filed a police report and sent it to them. They promised a resolution within 21 working days. It’s been a month and a half and no updates. No reply to my multiple emails and very unhelpful costumer service taking no responsibility whatsoever. Will never order from this brand again.
Reply from CHARLES & KEITH2026-07-29
Dear Valued Customer,
Thank you for sharing your feedback. We're truly sorry to hear about your experience and understand how frustrating this situation has been. We appreciate the time you took to work with our Customer Service team throughout the investigation. We can confirm that your case has been reviewed and a final resolution has been provided via email. If you have any further questions regarding the outcome, please feel free to reply to the existing email thread, and our team will be happy to assist you further. Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
K
Katy Roberts · 1 review · Experienced 2026-04-01 ·
★★★★★
Worst quality pair of sandals I have ever purchased
Got a pair of sandals from Singapore while on vacation that literally lasted less than 6 months before cracking. I've purchased sandals from the dollar store that lasted longer. Gorgeous shoes but disappointing quality.
Reply from CHARLES & KEITH2026-07-28
Dear Valued Customer,
Thank you for taking the time to share your feedback. We're sorry to hear that your sandals did not meet your expectations and understand how disappointing this must have been, especially as you had hoped they would last much longer.
We appreciate you bringing your experience to our attention, and your feedback has been shared with the relevant team as we continually strive to improve the quality of our products and overall customer experience. We hope to have the opportunity to serve you better in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
A
Anonymous · 2 reviews · Experienced 2026-07-21 ·
★★★★★
There’s absolutely no information from…
There’s absolutely no information from the company regarding custom and fees once the package arrives to your country (The package isn’t sent within EU).
Reply from CHARLES & KEITH2026-07-28
Dear Valued Customer,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand how unexpected customs charges can be frustrating.
We'd appreciate the opportunity to look into your order and address your concerns. Please contact us at [email protected] with your order number, and our Customer Service team will be happy to assist you further.
Thank you for bringing this to our attention, and we hope to have the opportunity to assist you.
Best Regards,
CHARLES & KEITH Customer Service Team
N
Nikki · 2 reviews · Experienced 2026-07-21 ·
★★★★★
The worst online shopping experience I have had.: Order no GR000365841
From the delayed delivery and additional costs to the complete lack of accountability, this entire experience has been unacceptable.
I was forced to pay €22 in customs fees and spend another €25 travelling to collect my parcel, leaving me €47 out of pocket because of this order.
After weeks of chasing customer service, CHARLES & KEITH agreed to reimburse only the customs fee. I clearly explained that I do not have a PayPal account and requested reimbursement to the bank account I used to pay for the order. Their response? Create a PayPal account. No alternative. No flexibility. No actual solution.
To make matters worse, I replied to their email on 22 July, yet they publicly responded on Trustpilot claiming they were “awaiting my reply.” They weren’t. They simply hadn’t bothered to check their own email thread before posting a public response.
This experience has been defined by delays, extra costs, poor communication, misinformation, and a reimbursement process that places the burden on the customer instead of the company.
No customer should be expected to open a third-party financial account simply to receive a reimbursement for a company’s own failures.
This is not customer service. This is incompetence.
I expected far more from an international brand. I will never shop with CHARLES & KEITH again, and I certainly cannot recommend them based on my experience.
Reply from CHARLES & KEITH2026-07-24
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We're truly sorry to hear about your experience and understand how frustrating the delays, communication issues, and customs reimbursement process have been. This is not the experience we aim to provide.
We can confirm that your case is still being handled, and our team has provided the latest update via email. We're currently awaiting your reply so we can proceed with the reimbursement. Kindly respond to our most recent email at your convenience, and we'll continue assisting you from there.
We appreciate your patience and thank you for giving us the opportunity to resolve this matter.
Best Regards,
CHARLES & KEITH Customer Service Team
I had a wonderful experience shopping at the Charles & Keith store in the KLIA departure area. From the moment I walked in, I was made to feel so welcome by the lovely store team.
A special thank you to Muhammad Azmeer, who provided exceptional service throughout my visit. His product knowledge was outstanding, and he went above and beyond to help me find the perfect gift. He was patient, friendly, and genuinely cared about making sure I had a great shopping experience.
I'm absolutely delighted with my purchase, and the quality is fantastic. My daughter truly loves her present, which made the experience even more special.
Muhammad Azmeer deserves recognition for his excellent customer service. Charles & Keith is very lucky to have such a dedicated and professional team member. Thank you for making my shopping experience so memorable. I will definitely be returning and highly recommend this store.
Reply from CHARLES & KEITH2026-07-24
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
F
Floreyza Mae Calabio · 1 review · Experienced 2026-07-07 ·
★★★★★
If the order didn’t arrived
If the order didn’t arrived, apparently Charles and Keith won’t take responsibility of it. I know it’s the couriers fault but as a seller atleast you can offer a refund. It’s your responsibility to make sure that the item reached the buyer. I contacted the CS telling me they will get back to me max of 6 working days. If I didn’t reached out to them again I won’t get any update. They told me that I have to file a police report. With this experience, It’s not worthy to waste energy on this company.
Reply from CHARLES & KEITH2026-07-24
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We're sorry to hear about your experience and understand how frustrating this situation has been. We sincerely apologise for the delay in communication and any frustration caused during the investigation process. We'd like the opportunity to review your case again and will be following up with you via email shortly. Thank you for your patience, and we appreciate the opportunity to assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
I just bought this bag, but every time it touches my clothes, it leaves black marks on them. It’s really strange, and I don’t understand why this is happening. Could you please help me with this issue?
Reply from CHARLES & KEITH2026-07-24
Dear Valued Customer,
Thank you for bringing this to our attention.
We're sorry to hear about your experience with the bag. We'd like to look into this further for you. Please email us at [email protected] with your order number, along with photos of the bag and the black marks on your clothing, so our team can review the issue and assist you further. We look forward to hearing from you.
Best Regards,
CHARLES & KEITH Customer Service Team
Customer service was excellent throughout the return and refund process. I wasn't really impressed with how the shoes looked on my feet after trying them on, so I decided to return them. Although they weren't the right fit for me, Charles & Keith's quality was still excellent, and the return was handled smoothly.
Reply from CHARLES & KEITH2026-07-20
Dear Valued Customer,
Thank you for taking the time to share your experience with us. We're delighted to hear that you were pleased with the service you received throughout the return and refund process, and that you found the quality of our products to be excellent.
While we're sorry to hear that the shoes weren't quite the right fit for you, we truly appreciate you giving them a try. We hope to have the opportunity to welcome you back and help you find a style that's perfect for you in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
I do not recommend it!
I have been waiting over two months for a refund, and the claims department has stopped communicating with me! Outrageous behavior!
They told me to contact the address customers@charleskeith, but no one has replied to me there for a long time, and nothing is happening! It’s been three months!
Reply from CHARLES & KEITH2026-07-24
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We're sorry to hear about your experience and understand your frustration with the delay. We can confirm that your case has been reviewed, and our team has provided an update via email on the next steps. We appreciate your patience while the process is being completed and encourage you to reply to your existing email thread if you have any further questions or require additional assistance.
Best Regards,
CHARLES & KEITH Customer Service Team
L
Lori HattemUnited States · 1 review · Experienced 2026-07-14 ·
★★★★★
Ordered 2 bags
Ordered 2 bags. Received only one. Bags look good from a distance but are very poorly made with cheap materials. The prices are exorbitant for the garbage they send.
Reply from CHARLES & KEITH2026-07-15
Dear Valued Customer,
Thank you for taking the time to share your review with us.
We are sorry to hear about your experience and sincerely apologise for the disappointment and inconvenience caused.
We understand your concern regarding the missing item as well as your feedback on the quality of the bag received. We truly appreciate you bringing this to our attention.
We also appreciate your comments regarding the product quality. Your feedback is important to us, and we will share it with the relevant team for their review.
Thank you for your patience and understanding.
I don’t recived my order because your company sent to me wrong address and your company don’t do anything for customer. I spent money for nothing. It’s scamming
Reply from CHARLES & KEITH2026-07-14
Dear Valued Customer,
Thank you for taking the time to share your feedback with us.
We're truly sorry to learn about your experience and understand how frustrating it must have been when your order was not delivered as expected.
We note that your case has since been resolved. However, we regret that the experience did not meet your expectations. Your feedback has been shared with the relevant team as we continue to review and improve our processes to provide a better customer experience.
Should you require any further assistance, please don't hesitate to contact us at [email protected].
Best regards,
CHARLES & KEITH Customer Service Team
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