I ordered two dresses from cherley on 25.9.2023. I received one of the dresses late. This dress is of terrible quality. I have not yet received the other dress. I have not received a reply to my request for a returns label.
I paid €100 for the two dresses and have not received the money. Furthermore, I cannot return the dress.
Cherley 回复2023-11-20
Dear Emel,
We apologize for any inconvenience caused by the delay in shipping your second item. However, we would like to clarify that we clear our inbox every day, which means you will receive a response within 24 hours at the latest. If you have not heard back from us, it might be because your email didn't get through.
Our team member will reach out to you via [email protected] to deal with the return and the item not received. We also suggest you try to contact this email address if you need assistance yet feel like the support team didn't help much.
Cherley Customer Complaint Team
[email protected]
Please avoid buying from this company at all costs.
I bought $180 USD on 6 items of clothes. When they arrived they weren’t only late but terrible chinese quality, worse than shein. Materials of the clothes are disgustingly rough, the threads are coming off, sizes are off… you name it.
NOT worth a single penny. The best part was trying to do the returns. They make you email them to get instructions, then they ask you to take pics of the items… then they tell you they can only refund you 48% of the total on store credit or 30% on the card and you can keep the clothes…. Nowhere in their website is this explained, my bad for trusting them.
It is shameful, disrespectful and a total scam.
Cherley 回复2023-11-13
Dear Virginia Campo,
And we would like to clarify that we offer a partial refund as a gesture of goodwill to customers who may find the return not practical. However, we do also offer full refunds after customers return the product.
Now you have been given the return address and return form, kindly give us the tracking number, we will refund you the money after the package is delivered.
Cherley Customer Complaint Team
[email protected]
I ordered two dresses and the experience was perfect!
The first dress suits me very well. The second one didn't suit my body type. But the two dresses were identical to the photos on the site, the materials and colors are the same in real life. For the second dress, customer service was very responsive and found a quick solution for the return even though I live in France (especially since it is not their fault if my body shape did not suit the dress). I 100% recommend this site!
Horrible, I placed few orders never got them, they said they were having issues with the order and will be dispatched soon. Never got them emailed them and o asked for my money back, I still haven’t got my money so I had to call my bank and dispute it all.
Cherley 回复2023-10-25
Dear Johanna N.,
Thank you for bringing this issue to our attention.
We sincerely apologize for the inconvenience you have experienced with your orders and the delay in refunding your money. We understand how frustrating this must be for you and we assure you that we are taking this matter seriously.
Please be assured that we are investigating the situation and working diligently to resolve it. We have addressed the issue with our team and have taken the necessary steps to expedite the refund you had waited for.
Once again, we deeply regret the inconvenience caused and appreciate your patience. We value your business and hope to have an opportunity to serve you better in the future.
Best regards,
Cherley Customer Complaint Team
[email protected]
Ordered a gorgeous looking dress but then read the reviews and realised it would not arrive until after my event. Emailed Customer Services and explained the situation. They refunded me within 5 days. I received a very good service. Cannot comment on delivery or quality but Customer Service was excellent.
I bought two dresses and wanted to return one because I just didn’t like the way it looked. I emailed them to initiate a return and they emailed me back asking for pictures of the dress and reasons why I wanted to return it. I read all these reviews after I received the dresses but regret not doing it before. I insisted on a refund and finally they offered me the dumbest thing. I’d have to pay the shipping cost and they would refund me 30% of the dress and give me a code for 20% off my next purchase! Unfortunately, they’ll continue making money because a lot of people don’t read reviews before buying. But this is exactly why I’ll stick to good online shops such as Lulu’s, that are always reliable. Thankfully, their stuff is low quality and cheap so didn’t lose a lot of money.
Cherley 回复2023-10-18
Dear Carolina,
Thank you for bringing your concerns to our attention regarding your recent purchase and return experience. We apologize for any inconvenience or dissatisfaction caused.
We understand that you were not pleased with the dress you purchased and wished to return it. Our policy requires customers to provide images and reasons for returns to ensure a smooth process and determine the appropriate resolution. We apologize if this caused any inconvenience.
We regret to hear that you were unhappy with the resolution offered. Our team strives to find the best possible solution for our customers, balancing the need for customer satisfaction and the practicalities of running a business.
We appreciate your feedback regarding the shipping cost and the refund percentage. We will take your feedback into consideration when reviewing our return policy for future improvements and would like to kindly request that you offer the order to initiate a thorough investigation into the case.
Best regards,
Cherley Customer Complaint Team
[email protected]
Ordered some clothes today and immediately changed my mind due to personal reasons. I messaged them less than 20 mins after placing the order to cancel the order and issue a refund before the items get dispatched. Still haven't received a response.
I emailed their complaint and support accounts and their instagram account.
Wish I'd read these reviews before placing the order. Hopefully this doesn't get further escalated.
Cherley 回复2023-10-16
Dear customer,
The time frame of our responding to customer's emails ranges from 1 hour and 24 hours. This means we sometimes can't respond to you immediately. But please rest assured that we will respond to your email and cancel your order within 24 hours at the latest.
Cherley Customer Complaint Team
[email protected]
The worst page that exists. The dresses are not like in the photos. No full refund (not even 50%) cheap fabrics with poor sewing
Cherley 回复2023-10-05
Dear Daniela,
We are sorry to learn that the item fell short of your expectations. And we would like to clarify that we offer a partial refund as a gesture of goodwill to customers who may find the return not practical. However, we do also offer full refunds after customers return the product.
We found that you already chose to return the item. For your convenience, our team member has sent you an email to proceed with resolving the issue. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Customer Complaint Team
[email protected]
Dear Marjan,
We apologize for any inconvenience caused. Please rest assured that we are not a scam. Should you need any assistance, please feel free to email us at [email protected] or [email protected].
Customer Complaint Team
Even though I live abroad, customer service was very helpful in getting my dresses to me. Anyway, the fabric quality of the dresses and the beauty of their colors are not up for debate. Cherley does this job really well! 💖
I hesitated to order a off this site for a I had read the trust pilot reviews. Oh gosh how I regret not listening to my gut…. The dress arrived a month and a half later (I needed it for a wedding and the wedding had already passed lol) and it was the worst quality I have ever seen. Believe me I have ordered on sketchy sites before but this was truly horrible quality. Fabric was cheap and the fit was incredibly off - honestly I laughed while trying it on.
Another dress I had ordered arrived two weeks later and although the image showed a dress that was on the short side, the cheap replica didn’t even cover my a** !!!! It stopped halfway down my butt and I am not a large or very tall person !
Needless to say both were completely unwearable. Sending both back (at my charge) for refunds.
Girl, listen to me: if you are hesitating on buying, it is NOT WORTH IT! Google image search that dress pic and find the REAL designer/brand. Thank me later ;)
EDIT: it’s been one month since I returned the order WITH MY OWN MONEY and still have not received my refund. Will have to get my bank involved.
Cherley 回复2023-09-21
Dear Melanie Daguin,
We apologize for the inconvenience caused and are sorry to hear that you feel dissatisfied with the shopping experience.
We take customer reviews seriously and will forward your feedback to the relevant teams to make progress in quality, fitting, and shipment.
For your convenience, our team member will be sending you an email to resolve the issue. Please check your inbox. We hope to hear back from you and that this issue is resolved ASAP.
Best Wishes,
Customer Complaint Team
[email protected]
Ordered a preorder dress from cherley and of course it still hasn’t arrived after over a month. Tried contacting their customer support through email and not one email has been responded to.
AVOID AT ALL COSTS. Will most likely never see the dress OR the money back.
Cherley 回复2023-08-28
Dear Hollie,
We apologize for any inconvenience caused by the delay in shipping your order. Our response timeframe is 24 hours, which might be delayed on weekends (after all customer service team also needs breaks)
If the item cannot be delivered as you expected, you are always allowed to ask for a cancellation of the order before shipment. It's up to you to receive the item or the money.
Besides, if you have awaited the response from customer support and have not heard back from them, we suggest you contact the customer complaint at [email protected].
Customer Complaint Team
They have not returned the money of some dresses I returned in JANUARY!
They are 150€ that I have not yet returned. Everything has been trouble to return the dresses, they did not want to give me the address to return them and now they do not want to pay me.
IT’S A SCAM!
Cherley 回复2023-08-28
Dear Bea,
We tried to identify your order ID via your username here to 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?
Besides we would like to let you know that we need the customer's return tracking number to submit to our system so that the refund can get thru smoother and quicker.
Please email us at [email protected] to resolve the issue ASAP.
Best Regards,
Customer Complaint Team
Awful quality and the returns process is PAINFUL, I’ve exchanged 4 emails with them already and they still haven’t provided a return address for me to post back to….they do note that it isn’t free returns though so you have to pay for postage.
Cherley 回复2023-08-22
Dear Emma,
We apologize for your dissatisfaction with the quality of the item received. As we always go through quality inspection on our merchandise before shipment, the blame is on us if you feel dissatisfied in this regard.
Regarding the return shipping, we understand that this may have been an additional inconvenience to you. However, as per our policy, we require all customers to cover the return shipping cost. We understand that this may not be ideal but it is a necessary policy to ensure that we can continue offering affordable prices.
Therefore, we offer a partial refund as a gesture of goodwill to customers who may find the return not practical, which makes the interaction a seeming run-around. (However, we do also offer full refunds after customers return the product. We wish you could understand.)
If you don't likee the communication with the support team, kindly email us.
Customer Complaint Team
[email protected]
We wish you could
Great experience!! Took a bit to get the clothes but worth the wait! Great quality and I get TONS of compliments and “where did you get that?” Service was great too and communicated well!
Worst service. Did everything they asked and still waiting for a refund.
Cherley 回复2023-08-16
Dear Judy,
We apologize for any inconvenience caused by the delay in issuing your refund. Your experience will be documented and shared with our team to improve our services and enhance the overall customer experience.
We are glad to tell you that your refund has just been issued. (Just a few hours before this review). Please find the screenshot in the latest email we just sent you.
Best Regards,
Customer Complaint Team
[email protected]
They rip off big brands with poor Chinese replicas
Bought a blue dress with a pleated skirt. It arrived and looked NOTHING like what was purchased. They won't refund in full and insist I pay for return shipping to even receive a partial refund.
I later realized they ripped off the images from Revolve and have factories in China make poor replicas.
Cherley 回复2023-08-16
Hello there,
We apologize for your dissatisfaction with the quality of the item received. If you don't like the support team's solution, please know that you are always allowed to reach out to us at [email protected] to escalate the case and sort it out.
For your convenience, our team member has sent 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.
Customer Complaint Team
[email protected]
DONT ODRE FROM THIS SITE
I ordered a dress jul 6, it’s know aug 14, and the package is no where to be fond. On their website it says that your package will come within 7-10 workdays, it’s been way more. I’ve tried to reach out to them twice, but both times I’ve gotten the same response - mail with the tracking number. My order number is - CH00223434
And it has now been at the same location on tracing for a month.
Don’t buy from this brand!
Cherley 回复2023-08-15
Dear Sana,
The reason why your package has been at the same location on tracing for a month is that it was disposed of by the carrier due to the incomplete address you filled out.
Despite of this, we would still like to resend a new one to you if the dress is available. Please respond to our customer service email.
Best Regards,
Jessicabybee
Havenbeck
Olviarose
Wilson & Carter
Carolmargaret Wilmington
Darceylane
Celvoir
Sarahkatecharleston