Edit: just wanted to clarify that if I return the dress, Cherley says they will give me about $14 back of the $50 I spent. That’s their return policy.
Had the same experience as everyone else here, completely scammed and now I’m out $50 for a dress that looks terrible on me. This company needs to be shut down.
Cherley 回复2023-05-22
Hello there,
We apologize for your dissatisfaction with the quality of the item received.
Please rest assured that orders are returnable and refundable --you can reach out to us to sort it out. For your convenience, our customer complaint team 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.
Cherley Customer Complaint Team
[email protected]
Update replying:
As we stated in the email, the full refund of the item. 48.99 will be refunded after we received the return package.
You don't need me to say it. This company and its clothes is a bucket full of S*IT!!! I was trying 3 days to get an address for returning the crap i received. I had to threaten them that i will get in touch with the Consumer Ombudsman to get a full refund. (Not sure yet till i see the money in my account)
Cherley 回复2023-05-18
Hello,
Thank you for taking the time to share your recent purchasing experience at our store. We appreciate and value your honest feedback, regardless of its nature.
We apologize for any inconvenience caused during the process of returning the item. Our support team goes through the return process as per our return policy. If you don't like the communication with them, kindly escalate your case to the customer complaint team via email at [email protected].
We thank you for bringing this matter to our attention. We hope to have more info such as the order ID to look into the case and offer you our assistance in the refund.
Looking forward to hearing from you.
[email protected]
This website sucks. Google should honestly just take it down considering the number of terrible reviews. Ordered a dress, and they sent me 1 ugly button-up shirt. I don't understand how a company that comes up so high on Google can be such a scam. Needed this dress for a wedding and now I don't have one. Couldn't imagine running a scam company and screwing people out of $50+ all the time. Evil people if you ask me. I doubt they will respond to my email regarding the incorrect item sent to me. I hope this forum of Cherley pops up before the website at some point so that people will stop buying from them.
Cherley 回复2023-05-17
Dear Maggie,
Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience caused to you regarding the item received.
We understand how important it is to have your outfit in time for a special event. We assure you that it was not our intention to deceive or scam you in any way, and we take full responsibility for the mistake made and the dissatisfaction caused. We will make sure to investigate this matter further to take the steps to resolve the issue to your satisfaction and prevent this from happening again in the future.
We have escalated your concern to our customer complaint team ([email protected]) and the team already emailed you to address the problem. Our customer support team ([email protected]) also responded to your email already, which is within 24 hours as we always do.
We value your feedback and we will do our best to improve our services and products so that we can meet and exceed our customer's expectations in the future. Once again, please accept our deepest apologies, and thank you for your understanding and patience.
Sincerely,
Cherley Team
Complete & total scam. If I could give 0 stars I would. I wish I read other reviews first. They only respond (if at all) in the middle of the night with everything misspelled. If this was a legitimate business, they would operate during normal weekday hours. Even their response to the review is at 3am, suspicious! It took 6 days for them to produce a return form. I requested it 4 times. Each time they would offer a steeper discount of clothing that did not fit and that I did not want to keep rather than producing the form as requested and as any legitimate business would have. They also changed their return policy in an email and it differentiated from what was on their website. With each email response their story changed. Do not fall for them! Crap quality garbage. Frustrating.
Cherley 回复2023-05-12
Dear Lisa,
Thank you for your review. We apologize for any inconvenience caused to you. Please note that we take all feedback seriously and strive to improve our services.
Regarding your issue, we apologize for the delay in providing you with the return form and for any misspellings in our response. We value your time and understand that such delays and mistakes can be frustrating.
We assure you that we are taking steps to address and improve our process. In the meantime, may we request your order ID and other info so that we can assist you better? (Or kindly email us at [email protected])
Best regards,
Customer Complaint Team
So I ordered two items of clothing ( a white dress and a co ord set two weeks ago and received them today.
First and foremost, the dress is the wrong colour and of the cheapest quality ever. The co ord set was okay but of the wrong size and looks nothing like it on their website.
Thank God I paid using PayPal. I complained to PayPal soon as I saw the item with and they refunded my money straight away.
Please DO NOT waste your money buying from this website
Cherley 回复2023-05-12
Dear Asibi,
Thank you for taking the time to leave a review. We are very sorry to hear that your experience with our website did not meet your expectations.
We apologize for any inconvenience caused by the wrong color and the poor quality of the white dress. We assure you that this is not the standard we hold ourselves to and we would like to issue a re-sending or refund once we confirm that the wrong item was sent. We would appreciate it if you could send us a photo to verify the problem.
Thank you for alerting us to this issue, and please do not hesitate to contact us if you have any further concerns.
Best regards,
[email protected]
Do yourself a favor and stay away from this company. I didn't see the reviews before I made a purchase. Their clothing is really poor quality. I have been waiting for a week now trying to get answers on how to return my item.
Cherley 回复2023-05-03
Hello there,
We apologize for your dissatisfaction with the quality of the item received. Please rest assured that orders are returnable and refundable --you can reach out to us at [email protected] to sort it out.
We tried to identify your order ID to take care of the issue but failed. So we wonder if you could kindly provide your order ID and other info? Our email address is [email protected], we want to help you with this issue.
Looking forward to hearing from you.
I have emailed five times in the past 6 days and DMed 6 times as well. Comments on a recent instagram post displayed that I am not the only customer receiving this treatment. The company actually posted a photo within in the past hour so it seems as if I am being flat out ignored. I want a simple refund and return. I also have a second order that I don't even want anymore. This "company" should be ashamed of themselves. Also, change your return policy as it is nonexistent.
Cherley 回复2023-05-03
Hello Claire,
We apologize for the delay in response and for any inconvenience caused.
The suppoer team recently is experiencing a backlog, causing delay in email response. If you have awaited their reply for a while, we suggest you contact the customer complaint team.(And they already emailed you to deal with your return and refund upon seeing your review.)
Regarding your second order, it is in transit. If you don't want them anymore, you can send them back together with the first order for a full refund.
Here is our return policy. https://www.cherley.com/pages/returns-refund-policy?spm=..index.footer_1.1
We are taking steps to improve our customer service and will be reviewing our return policy. Thank you for bringing this to our attention.
Best regards,
Customer complaint team
[email protected]
they are scammers.
the clothes have no quality, they are deformed and it is impossible to use them. They also do not comply with their return policy and keep your money
Cherley 回复2023-04-28
Dear Coral,
We are sorry to hear that you are dissatisfied with your recent purchase from us. We take all customer feedback seriously and would love to address your concerns.
Regarding your comment that we are scammers, we assure you that we are a legitimate business with a strong commitment to customer satisfaction. Our team works hard to provide high-quality products and services to all of our customers.
We apologize that the clothes you received and the return policy did not meet your expectations in terms of quality. We will submit this issue to the relevant team and optimize the policy. We have investigated into this matter and saw a refund in your order.
The customer complaint team is taking over this matter. Thank you for your honesty and your feedback. We look forward to the opportunity to make things right.
Sincerely,
Cherley customer complaint team
[email protected]
If you want to loose your money, you can order from this s*it*y website. They are Chinese scammers (or whatever are they from,I don’t care) but clothing was coming from China. The quality is awful
But the main thing if that if you want to return the item you will never be able to do this
I ordered 5 different items and 3 of them don’t fit me.
First email which I received from them about returning was that they want to see me in that clothes and they want proofs that clothes don’t fit me 🤯
W*F?
After my email that I won’t be sharing anything like that,they started to avoid to provide me with information how and where I need to send items
In the end they wrote me totally embroiled instruction how to return the clothes .
I have never seen that something like that. I will write a complaint to the Canadian body for protection consumer’s rights and I want this website and instagram page closed!!
Cherley 回复2023-04-28
Dear Sasha,
We apologize for any inconvenience caused by your recent experience with our website. We take customer satisfaction very seriously, and we are sorry to hear that you were not happy with the items you received.
It is important for us to inform you that we are a reputable company and not a scam, as you stated in your review. Regarding your returns, we appreciate your willingness to send the items back to us. However, we understand your concerns about providing pictures of yourself in the clothes, please rest assured they only serve as a basis of resolving the issue. We apologize for any discomfort this may have caused you. Our team will review this policy and make any necessary changes to ensure that it is more customer-friendly in the future.
We wonder if you could kindly provide your order ID and other info? Our email address is [email protected], we want to help you with this issue.
Looking forward to hearing from you.
Best regards,
Cherley customer complaint team
[email protected]
I paid 50€ for a dress that has ABSOLUTELY NOTHING to do with the one in the photo, it is an absolute trap. I am trying to get in contact with the support team to return it and they are not answering.
If youre considering buying in this web I highly recommend you to NOT BUY ANYTHING.
PLEASE if any worker of this web is reading this, I WANT TO RETURN THIS DRESS.
Order No. CH00184396
Cherley 回复2023-04-25
Hello there,
We apologize for your dissatisfaction with the quality of the item received. We take customer feedback seriously and will take action accordingly. 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, the customer complaint team 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.
I would give 0 stars if I could. This company is a scam they are using pictures from other sites. The dress I received looks NOTHING like the pictures it also fits horribly and the fabric is cheap but the dress was not cheap? I did receive it in a semi timely manner with a return address label not with the companies name on it? Then when I contacted them wanting to return my purchase they told me that I needed to submit photo proof that the item did not fit me how I wanted... I AM SORRY WHAT??? Photo proof LOL. and then when I told them no they did not respond. SO YES THIS COMPANY IS HORRIBLE A TOTAL SCAM TOTAL WASTE OF MONEY. and in no way will they stay in business long.
Cherley 回复2023-04-21
Hello there
Thank you for bringing this to our attention. We sincerely apologize for the negative experience you had with our company.
We are sorry to hear that the dress you received did not meet your expectations. We understand how frustrating it can be to receive a product that does not match the images you saw online. Rest assured, we do not condone the use of any misleading images or practices.
Regarding the return process, we apologize for any confusion caused. While we do require photo proof for returns, we understand that this may not always be feasible or necessary. Moreover, all return files must be offered by the customer service team. If you got one in the parcel, we will be needing to do an investigation into it.
Could you please provide your order ID, so that we can look into the order and reach out to you to take care of the issue?
Sincerely,
Cherley customer complaint team
[email protected]
I have been trying to reach out to customer support for weeks now. No one has responded to me. This is extremely unprofessional. I do not recommend ordering from this website! Anywhere else is more helpful, and reliable.
Cherley 回复2023-04-21
Dear Darcy,
We are sorry to hear that you have awaited the response for a while yet got no reply. We understand how frustrating it would be.
However, we would like to clarify that Cherley's customer service department clears the inbox every day. And the team is always required to respond to customers within 24 hours after receipt of the email. Therefore, we think the blame is not on our side.
Yet we take customer's satisfaction seriously and would like to offer you the best service possible. Our email address is [email protected]. Kindly get in touch with us (with your order ID).
Best Regards.
Do not shop at Cherley. Paid for products but never received them. Proved it but they refused to give a refund.
I purchased from Cherley and my order was divided into two packages. Only one package arrived with the other “lost” by the shipping company. According to the review for their last mile shipping company Lone Star Overnight (LSO) they “lose” packages often and may be selling the packages. I went back and forth with customer service for weeks. The order was placed in February, it was supposed to be delivered around March 14th and I only now have gotten a resolution on April 17th. This was after contacting the shipping company, Better Business Bureau, Cherley customer service, and PayPal. After I proved my order was never delivered I asked for the package to be resent OR a refund as I paid them money and never got my products. They refused to resend my partial order and only gave me a “coupon code” for $30, when I paid over twice that. The coupon code did not even work also. This was after I told them I would agree to a code only if I did not have to pay for the item again, and that was what they sent instead. Customer service is not very good at all. The only reason I got a refund was because I paid through PayPal and filed a claim. After that, I finally got my money back almost the same day. Mind you they have a refund policy on their website but they did not follow it. I would never recommend because you are taking a risk that your order may never arrive and getting a refund will take a while if you are able to get it. Do not shop at Cherley.
Cherley 回复2023-04-18
Hello there,
We are sorry to hear about the negative experience you had with our company. We strive to provide the best possible service to our customers and we apologize for any inconvenience caused.
We would like to put some explanation here to foster understanding. Firstly we are sorry that the customer service's solution didn't meet your expectation. But the coupon code could only be offered after receiving your acceptance. If you found it didn't work well, reach out to us with a screenshot and we would help you with it.
As for the delivery issue, we tried to identify your order ID via your use name here to look further into the issue and take care of it, but we failed. So we wonder if you could kindly provide your order ID and other info? Our email address is [email protected], we want to help you with this issue.
Looking forward to hearing from you.
Best regards.
DON’T ORDER FROM THIS COMPANY!!
I Ordered 2 dresses for my daughter mid February and currently mid April. I received one dress after reaching out to customer support to ask for tracking number and reached out again to cancel second dress but “it was in transit” and could not cancel. I felt like I had to send email to get the ball rolling. Never Again!!
Cherley 回复2023-04-19
Hello there,
We are sorry for the inconvenience. But the order on the way can't be canceled, even if we want to, as it's too late to intercept the parcel to get it back to our warehouse. We suggest you await the arrival of the second dress to see if you'll like it -- if not, you are always allowed to reach out to us again to return it for a refund.
We tried to identify your order ID to take care of the issue but failed. So we wonder if you could kindly provide your order ID and other info? Our email address is [email protected].
Looking forward to hearing from you.
They have taken photos from houseofcb, so they've stolen the photos of the model, the dress, description and are claiming it as their own but they arent offering the same sizing options as houseofcb, which you can choose your cup size for the dress. They're trying to rip of the design and will send you a cheap copy. Clearly a scam. I took screenshots but unfortunately you can't attach those here.
Cherley 回复2023-04-17
Dear valued customer,
Thank you for your notification!
As an honest seller and brand, we value and respect all intellectual property rights. After receiving your reminder, our relevant departments are verifying.
As the products and pictures on our website are provided by suppliers, we will conduct an in-depth investigation into this incident and will feedback to the supplier for verification. If you have any further questions, please feel free to reach out to us via email. [email protected].
Best regards.
THIS COMPANY IS A SCAM! Paid for my purchase and NEVER recieved my product. I looked up and called USPS they said the address I inputted they had changed it and never got it delivered to me. FRAUD BUSINESS!
Cherley 回复2023-04-14
Dear Vicki,
(We can be contacted at [email protected].)
Please rest assured that we are not a scam and we want to assist you in this matter. All ordering info was filled in by the customer and our warehouse send the order per the info. If the PO failed to deliver it, we will need proof of non-delivery and the claim ID to take further action to resolve the issue.
We tried to identify your order ID to check your email to reach out to you, but we failed. So we wonder if you could kindly provide your order ID and other info? Our email address is [email protected], we want to help you with this issue.
Looking forward to hearing from you.
I'm SOO disappointed with this online store. I payed a very high price for a product that is nothing like the picture. The fabric is horrible, the color is totally diferent, the shape of the dress is completly of of what it looks like in the picture and even the sizing and the way is suposed to fit is complety wrong!
I ordered a size M, i'm 1,69 cm height, and the dress is not even down to my ankles (mind that you say that te model is 1,75cm in heigh and she's wearing a size Small, lol).
I deeply regret from buying from here, I wish I had all the bad reviews in consideration and I wish I decided not to buy.
Cherley 回复2023-04-11
Dear Cristiana,
Thank you for bringing this issue to our attention. Upon seeing your complaint the customer complaint team already began to conduct an investigation into the sizing issue.
Besides, it is verified that both the customer complaint team and the support team already replieed to yourr emails. Please check your inbox. And sticking with the custoomer ccomplaint team would be preferred.
We hope to hear from you and that this issue is resolved ASAP.
Best Wishes.
this company is terrible. ive emailed back and forth with them for weeks and they wont help me. I paid 78cad not including the customs i paid. My outfit has not come and i emailed them and called my canada post. Uve recieved no help. I told cherley i never received my outfit and they said over VARIOUS emails “hi heres proof you received it” WHAT?!they wont help me at all they told me to call canada post but canada post keeps telling me its the company’s responsibility to take care of this. the most they offered is a 50% refund this is genuinely the worst company ive seen. its truly a scam and idk how theyre saying anything else. they wont refund me 100% let alone my customs they kept my money while i havent recieved anything from them.
Cherley 回复2023-04-11
Dear Eden,
We are sorry for any inconvenience the delivery issue might cause. But it is verified that the warehouse did ship and deliver the order. The reason that the csutomer service team asked you to contact Canada Post was only to get a claim ID and a proof of non-delivery so that we can conduct a further investigation into the delivery issue. If we don't have it, the process of resolving this issue would be stuck. We hope you can understand.
The customer complaint team already 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.
Do not buy from this company. Items were awful, overpriced for how cheap they are and they can’t even tell me if my items returned have been received by them without a tracking number even though there is paperwork inside my returned parcel. Worst experience with an online clothing store ever and I would avoid at all costs. I wish I seen the reviews before I placed my order
Cherley 回复2023-04-11
Dear Fiona,
We apologize for any inconvenience the return process might cause.
As the tracking info is necessary while we issue the refund on our system, we need this info from the customer who already returned the item. We hope you can understand in this regard.
We conducted an investigation into your order and found an application for a refund. This refund has been expedited. The customer complaint team has sent you an email to take care of the issue. Please check your inbox.
We hope to hear from you and that this issue is resolved ASAP.
Best Wishes.
Jessicabybee
Havenbeck
Olviarose
Wilson & Carter
Carolmargaret Wilmington
Darceylane
Celvoir
Sarahkatecharleston