2023-07-12 20:05:16
Order ID: CH00226428
I ordered a dress on July 12, 2023. Beautiful picture of the dress online. Ordered a dress for vacation on July 22. The dress was delivered on July 26. The delivery time is unacceptable for me. For that reason, I will not order from this site again while other online retailers' delivery is a fraction of this this time.
Furthermore, the dress isn’t what I expected, the quality, fit, delivery time, and price of the dress, all is a disappointment. The material is extremely cheap, and the craftsmanship is unexceptionally poor. The dress is a pattern print, which hides the poor construction. The dress wasn’t worth the time, and especially the price.
Again, buyers be aware.
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Update:
To my surprise, I received a response to my complaint that I was satisfied with. Thank you, for addressing my issue I’m grateful for the customer support.
Dear Sophia,
We hope this email finds you well. We noticed your message on Trustpilot and want to serve you to your satisfaction. So I looked into your order immediately and wrote this email.
I am sorry for your dissatisfaction with the quality of the item. I will submit this issue to the relevant team to verify and make improvements. As a token of apology and compensation, I am authorized to issue a direct refund of 29.99 USD to your payment account, which is 50% of the item price. Is there any possibility that you accept this solution? (Or if you insist on returning, I will give you the return form.)
Wanting to do our best to offer our service, I look forward to hearing from you.
Best Wishes,
Cherley 回复2023-08-03
Dear Lauren Mitchell,
We apologize for any inconvenience caused by the delivery time. Should you want the item on a specific date, please feel free to contact our customer service team in advance for an estimated delivery time. If it cannot be delivered as expected, you can ask for a cancellation of the order before shipment.
Regarding the quality and fit of the item, we assure you that our products undergo rigorous quality checks before being shipped out. If you don't like the fit and quality of your order, please rest assured that items are returnable and refundable. Kindly email us and we will take care of the issue.
More importantly, we tried to identify your order ID via your username here to locate your order 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 [email protected]? This will assist us in initiating the necessary steps to resolve this issue to your satisfaction.
BTW, the button "unsubscribe" is at the bottom of the recommendation email.
Looking forward to hearing from you.
Customer Complaint Team
[email protected]
The dresses are completely different, the material is so cheap, I order 6 dresses and there all disaster!! So different from the pictures, I am so disappointed!
Do not buy from Cherley !!!!
Cherley 回复2023-08-02
Dear Elena,
Thank you for bringing this issue to our attention. We apologize for any inconvenience and disappointment you have experienced with our dresses.
We strive to provide high-quality products that meet our customers' expectations, and we are sorry to hear that the dresses you ordered did not meet your standards. We understand how frustrating it can be when the actual products differ from the pictures.
At Cherley, customer satisfaction is our top priority, and we are committed to resolving any issues promptly. We will reach out to you via email. We value your feedback and will share your feedback to the relevant team to make progress.
Best regards,
Customer Complaint Team
[email protected]
I would actually say less than 1 star, the quality of clothes was terrible. Now I've been trying to get my money back for over 2 months. Had to send my refund back to New York from UK at an extra cost of £40 thinking I'd get my money back and now they're not paying back anything so I'm even more out of pocket. I've lost over £300 ($385) so far. Avoid at all costs.
Cherley 回复2023-07-29
Dear Amy wicks,
Firstly we apologize for any inconvenience caused by the return process.
However, we would also like to clarify that your whole order was 228.95 USD and the refund has been completed.
We will be sending you a screenshot of the refund for your confirmation and verification.
Regards,
Customer Complaint Team
[email protected]
Ordered a dress from Cherley, when the product finally arrived the quality was terrible, the cut and shape of the dress was NOT as it looked on the photos - it looks horrendous on!
I’ve since been trying to RETURN and receive a REFUND for this dress.. it has been the hardest most difficult thing to try and do. They do not want me to to return this item and have offered 50% refund. This is disgraceful. I’ve requested multiple times a full refund and return! The emails I have received are RUDE and UNPROFESSIONAL!
Please DO NOT order anything from this company! DO NOT TRUST THEM!
Cherley 回复2023-07-19
Dear Natalie,
Thank you for sharing your feedback with us.
Regarding the quality and fit of the items, we assure you that our products undergo rigorous quality checks before being shipped out. However, we understand that each customer is unique in their preferences, and we will do our best to improve our overall quality and fit.
As for the return policy, we require returns for a full refund to be shipped back to us at the customer's expense. However, we do offer a partial refund for certain situations where returning the product may not seem possible or practical. If you insist on returning the item for a full, of course, you are allowed to.
We tried to identify your order ID via your username here to take care of the issue but we failed. So we wonder if you could kindly provide your order ID and other info? We can help you with this issue.
Looking forward to hearing from you.
Customer Complaint Team
[email protected]
I was trying to order but y’all have too many bad reviews. If most people are saying the same thing, fix it!! Why are they having complaints like this!! I’m up here trying to order but do y own research and y’all stuff is not high quality like y’all show on these as. Stop playing with people money.
The shipping time was horrible and the quality of the product was the lowest I’ve ever seen. The material was of VERY low quality, it was so wrinkled that even with the dress on it was still wrinkled. The color wasn’t the same, the ties were very weak. There was an issue with every part of the dress. Now they want me to take a loss and get only 30% back from the dress and pay to send it back. I will never order from here and I will make sure no one I know orders from here.
Cherley 回复2023-07-13
Dear Love Rob,
We apologize for any inconvenience the shipping time and the return process might have caused. If you don't like the solution the support team offered, we suggest you escalate the issue to the complaint team.
We are also sorry to hear about your dissatisfaction with the quality of the item. We would like to rectify this situation and regain your trust in our brand. Please provide us with your order details, such as the order number and the email address used for the purchase. This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Once we have retrieved your order details, our customer complaint team will reach out to you promptly to discuss possible solutions.
Kind regards,
Customer Service team
[email protected]
Besides:
We would like to clarify that we offer a partial refund as a gesture of goodwill to customers who prefer to keep the product. However, we do also offer full refunds after customers return the product.
If I was able to give a zero I would have. My dress did not fit and it needed to be returned. The process to return is absurd and that is my main reason I would never. Never. Shop here again. The service is awful they are no help when trying to return an item. They are fraud and will not give me my money back
Cherley 回复2023-07-12
Dear Annie,
We are sorry to hear about your dissatisfaction with your recent experience and apologize for any inconvenience. If you don't like the solution the customer support team offered, we suggest you escalate your case to the customer complaint team.
We tried to identify your order ID via your username here to take care of the issue but we failed. Please provide us with your order details, such as the order number and the email address used for the purchase. This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Regards,
Customer Complaint Team
[email protected]
I was scammed and robbed.
They sent a dress that was really small even though it’s my regular size.
I asked for a refund and they said the could only refund me $20 of the value because it would be “too costly” for me to return it.
When I said no, they stopped answering my emails and just kept my money.
DO NOT BUY FROM THIS TERRIBLE SHOP!
Cherley 回复2023-06-28
Dear Adriana,
We are sorry to hear that the item you ordered didn't fit properly.
We would like to clarify that we offer a partial refund as a gesture of goodwill to customers who prefer to keep the product. However, we do also offer full refunds for customers who return the product.
As for the delay in reply, we would like to let you know that our response timeframe is 24 hours. Sometimes we can't reply to your email right away. We hope yyou can understand.
We tried to identify your order ID via your username here to take care of the issue but we failed. Please provide us with your order details, such as the order number and the email address used for the purchase. This will assist us in locating your specific order and initiating the necessary steps to resolve this issue to your satisfaction.
Customer Complaint Team
[email protected]
Awful customer service - items were received considerably late, very poor quality, while they looked like the pictures the material was vey thin and cheap. Almost impossible to return, no return shipping label and email address feels very ‘scammish’
Cherley 回复2023-06-21
Dear Hayley,
We kindly request an order number to look into your order. And please reach out to us by email so that we can help you more conveniently.
Regards,
Customer Complaint Team
[email protected]
I ordered couple of dresses with my friend yesterday and before shipping I tried to contact with the customer service team to let them know that we need a refund finally because we changed our mind for personal reasons. They never answered be back and I am not sure if I will take the money back. Big mistake to order here.
Cherley 回复2023-06-21
Hello,
The timeframe for responding to emails is 24 hours. We are sorry if you have not heard back from us immediately but we hope you can understand us in this regard.
Please rest assured that orders can be canceled and refunded. If you have any queries, please feel free to contact us.
Customer Complaint Team
[email protected]
Never received my order and nothing has been done to rectify the situation. I have to file a fraud claim against cherley with my credit card company.
I still have no refund as of today, june 16, 2023. I read reviews of your company and you got a whopping 2 stars. Almost every comment was negative, to include VERY POOR QUALITY PRODUCTS AND CUSTOMERS NOT RECEIVING THEIR ORDERS. When they file complaints your company never resolves the complaint and orders discounts on another item or order. Just refund me ASAP.
Cherley 回复2023-06-16
Dear Tina,
We are sorry for the inconvenience caused by the delay in shipping and by the USPS which was responsible for delivering your order properly. We did ship your order, and it was delivered according to the USPS tracking site. We are sorry that you did not receive it.
Our customer service team reached out to you regarding the refund. And we are expediting it. If you have any queries, please feel free to email us.
Customer Complaint Team
[email protected]
AVOID AVOID AVOID
This company is a scam .
Send you a piece of rag that looks nothing like picture .
Then they say they will take off 25% of cost then 50% to avoid you sending it back for total refund .
Took me over three moths to get anything back even though I sent proof .
I would suggest giving to a good charity rather than use this company who will keep your money for nothing in return
Cherley 回复2023-06-13
Dear Joanne,
Thank you for sharing your experience with us in the form of a review. We are sorry to hear that you were not satisfied with the product that you received and the delay in receiving your refund.
We take customer satisfaction very seriously and we apologize for any inconvenience caused. We assure you that we are not a scam company and our aim is always to provide high-quality products and services to our customers.
We would like to clarify that we offer a partial refund as a gesture of goodwill to customers who prefer to keep the product. However, we do also offer full refunds to customers who are not satisfied with the product.
We apologize for any miscommunication or delay in processing your refund. We strive to make the refund process as fast and smooth as possible and we are sorry that we fell short in your case.
We would like to offer you a full refund including the shipping. Please notice the email our customer complaint team ([email protected]) sent to you.
Best regards,
Cherley Customer Service Team
This 5 Star I have given is for trust pilot, not Cherely website. I have left a very bad review on the terrible experience I’ve had with Cherely and them not giving me the full refund back. However I got into further contact with the help team from trust pilot and they have helped me above and beyond so I’m satisfied with the situation, I 100% recommend getting into contact further with trust pilot and let them help you !!
Thank you once again !
I wouldn’t even give it one star tbh, I stupidly told my boyfriend that I loved this dress I came across on Instagram, it came wasn’t flattering on at all and decided to ask for a refund. First all what a nightmare back and forth them offering all these % off the amount you paid and to keep it. It is doing our heads in all the emails of us repeating ourselves for a FULL refund back to his bank account, we have had to in the end accept 50% back today and will sell it ourselves. It’s a joke.
Cherley 回复2023-06-08
Dear Jade,
Thank you for sharing your feedback with us. We are sorry to hear that you did not have a positive experience with our dress. We strive to provide our customers with high-quality products and excellent customer service, and we apologize for falling short in your case.
We would like to look into the case and offer you our assistance. Please send us your boyfriend's order details so that we can take care of it. Or you can directly email us with the order ID if you like.
Once again, we apologize for any inconvenience and hope to have the opportunity to regain your trust in the future.
Best regards,
Customer Complaint Team
[email protected]
I’m giving three stars in my review only because it took a few weeks to receive my crochet dress, but it is really cute, unique and fits perfectly. I love it. The customer service dept. responded to my email the next day when I inquired about my dress so I have no complaints about them. I ordered this same dress for a friend now knowing it will be almost a month before I receive it, but it is so cute, it’s worth the wait
Cherley 回复2023-06-05
Dear Anna,
Thank you for taking the time to review our crochet dress. We are glad to hear that you find it cute, unique and that it fits perfectly. We apologize for the delay in receiving your dress, but we are happy to have been able to respond promptly to your inquiry. Your satisfaction is our top priority.
We appreciate your loyalty and understanding, and we're thrilled to know that you enjoyed the dress so much that you ordered it for a friend! Thank you again for choosing our brand, and we look forward to serving you again in the future.
Best regards,
Cherley Team
The first product I ordered didn' fit me and wrote an email to change it and order new one. However, they offered me half-price policy where I can buy a new one with 50% discount and keep the previous one. That was very helpful to me. On the other hand, prices are not to expensive based on the quality of the product. Only shipping fee is higher. Generally, everything went well.
I am delighted to write this review about my experience with Cherley. Their customer service is impressive. I ordered a dress that I was changing my mind about (buyer’s remorse). After a quick response from a customer representative (via email), I was grateful that they eased my reservations about my order. They even offered a discount for my next purchase. But most importantly, I was very pleased with the quality of the dress I bought, and how prompt I received the order (it didn’t take very long). I definitely went back to order again using my discount. After my first experience (and 1st purchase), I was happy to shop with Cherley again (with or without receiving a discount).
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