This company is a complete scam! Do not trust them with anything they claim or say they do. The clothing they market on their website absolutely does not match to what you will get. The measurements are wrong, fabrics are nylon. Everything is a cheap knockoff from China. Do not waste your money or your time. They claim to have a 30day return policy with refund, yet it’s all a lie. They do not answer emails. This is definitely a fraudulent organization!!! Beware!!
Cherley 回复2023-04-07
Hello,
We are sorry for any inconvenience caused.
1- didn't answer emails?
We recently are experiencing a backlog in the clearance of emails, so there might be some delay in replying to you. We hope you can understand. It is verified that just a few minutes after your review, the customer support team replied to your email. And the customer complaints team also took over the case to take care of your issue. Please check your inbox.
2- fabric
The fabric of the item can be informed in the description of the item's page. If the fabric was really not what the description states, please rest assured that orders are returnable and refundable -- you can reach out to us at [email protected] to sort it out.
3- Please rest assured that we are not scammers. We are trying to take care of the issue.
Kind Regards.
Dear Angelika,
We apologize for any inconvenience.
We understand your dissatisfaction and disappointment. If you don't like the items, please rest assured that items are returnable and refundable. This is our return and refund policy: https://www.cherley.com/pages/returns-refund-policy?spm=..index.footer_1.1
We care to do our best to assist you in any matter regarding your order on Cherley, so 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 wish I would've searched up the reviews for this company before I put in my order. It's absolutely ridiculous. Bought a dress for a family reunion party; the dress showed up poorly sewn together and it didn't match the color description. Even my husband was able to decipher the difference between beige and white. I've been going back and forth with customer service not understanding why only 35% of what I paid would be refunded for the return and that doesn't even cover return shipping. Their policy literally says that the "customer will only be charged once for shipping (this includes returns); no-restocking will be charged to the consumers for the return of the product." So first of all, it's not our responsibility to pay for return shipping because we already paid the first time for the product to be ship to us and secondly there's no reason for them to hold the rest of what we paid for the dresses they can't hold us responsible for restocking fee and we're returning them exactly what they shipped to us. Absolutely disappointed.
Cherley 回复2023-03-31
Dear Sophia,
Sorry for any inconvenience caused.
The return policy reads: ... 6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.... (Link: https://www.cherley.com/pages/returns-refund-policy?spm=..index.footer_1.1)
Considering this fact and in order to avoid the hassle and cost the return process may cause to you, the customer support team would offer other choices before offering return instructions, (especially when the items are many or the distance is long), which would cause some seemingly round-around. But we hope to get your understanding in this regard.
If you insist on returning, they will give you return instructions to return the item for a fulkl refund. It is verified that you have been given the return address and instrctions. Should you have any follow-up questions, please feel free to contact us at [email protected].
Faithfully,
If I could give a zero for this company I would. Utter rubbish, the dress was nothing like it looked on the website . It is cheap & tacky , however at £45 the price did not reflect this. Aditionally one of the elastic straps is broken.
Same issues with returns as everyone else & rubbish customer service.
AVOID LIKE THE PLAGUE & please dont give them your money.... we cant ALL be wrong on this website!!!!
Cherley 回复2023-03-29
Dear Miranda,
We are sorry for any inconvneience caused.
Please assured that we will invwstigate into the case and take care of it. If you don't satisfiy with the communication with the support team, we suggest you contact the customer somplaint team ([email protected]) to sort it out.
Actually, the customer complaint team has sent you an email to look into it and resolve the problem. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes.
Absolutely HORRIBLE service!! I was so excited to see my dress and wear it to prom, absolutely nothing came in. No customer should have to order a back up dress incase the first one doesn’t come in, I check the tracking number everyday and the last update i have is from March 6th. And i orderd this dress a month ago, really messing people over with your HORRIBLE shipment and horrible customer service. I emailed them about a week ago and told them if my dress isn’t here by the time i need it i want a refund, and they tried to say they’ll issue me back 15% off code to shop again from them! Absolutely not!!!! Save your money guys.
Cherley 回复2023-03-28
Hello Catherine,
We are sorry for any inconvenience the delivery might cause.
Upon seeing your complaint, we conducted a thorough investigation into the issue and found that your order is in transit, but due to the specialty of the order's address, the shipping channel is very limited and the carrier is a slow one... So the package's status is probably "awaiting flight"
We apologize for the inconvenience and would be highly appreciative of any understanding from you. Thank you. Should you have any follow-up questions, please feel free to contact us at [email protected].
Faithfully,
The dress did not fit quite right but when I asked for a refund they asked me to send pictures of myself wearing the dress. They told me I could return it but that I would need to pay for shipping, or they would give me a 30% refund. They still have not given me the address to return it.
The dress itself was pretty although a little see-through and longer than pictured.
Cherley 回复2023-03-27
Dear Kayla,
Sorry for the dissatisfaction with the return process.
Considering the fact that the return policy states the return shipping is paid on the customer’s end and in order to avoid the hassle and cost the return process may cause to you, the customer support team would offer other choices before offering return instructions, (especially when the items are many or the distance is long), which was in accordance with the return policy. So we hope to get your understanding in this regard.
Since you insist on returning, the customer complaint team already sent you return instructions. Please check your inbox.
Kind Regards.
Dress fit perfectly! Custom service was great got back to my email in a timely manner and helped out with delivery order. Definitely will be ordering from them again!
Worst experience I’ve ever had with any online purchase. It’s unbelievable to me how it’s taking so long to get a refund for a purchase i placed well over a MONTH ago. For my other order that has shipped there are literally no tracking updates listed. I’ve waited 2 months for this dress to come for a wedding and it won’t even be here in time. Im letting everyone I know how horrible this online store is because they are clearly lying to people and I don’t want anyone to have to go through what I went through. It’s basically a scam, someone should really report to police. Awful awful awful! Wish I could give 0 stars!
Cherley 回复2023-03-20
Dear Rachel,
We are sorry for the inconvenience.
The tracking link ran into some bug making it unuseful to track orders, so there was no update shown. But the customer service team can help you with this issue.
As for the refund, If it’s a PayPal refund, please await 1 to 7 business days for the funds to settle in your account. You can view the status of the refund from your Account History.
> Log in to your PayPal account.
>Click History
If it’s a credit card refund, it may take up to 5 to 10 business days for the funds to appear in your account.
But thank you for bringing this issue to our attention. We are expediting it.
Kind Regards.
So bad, I ordered 2 dresses in January, we are in march and they are still not here. I should have had the dresses in February but still nothing, I tried to be refund because my event was in February but still the same answers…
DON’T ORDER
Cherley 回复2023-03-20
Dear Leane,
We are sorry for the inconvenience caused. We successfully identified your order ID and are looking into the issue. It takes a while to get a result. But should you have any follow-up questions, please feel free to contact us at [email protected].
Faithfully.
I am very disappointed in the return policy of this company. The dress looks nothing like the photo and the fabric is poor quality. It was the right size but fit poorly and very uncomfortable. Also, they ask for photos of the dress to determine whether it’s defective. THIS IS A HUGE SCAM. Save your time and money and don’t buy anything from this website. The communication process is terrible.
Cherley 回复2023-03-06
Hello,
Thank you for your feedback.
Please rest assured that we are not scammers. Asking for photos was to verify specifically the fitting of the item; the communication was also conducted according to our return steps, which you can also check by yourself on our return & refund policy. We are sorry if you don't feel satisfied with it. We will collect more data to optimize it.
It is verified that the support team already sent you the email address to return the dress and the complaint team is following up. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes.
If I could give this website a 0 stars I would. DO NOT BUY FROM HERE. I ordered 3 items, 2 arrived to me. Very very poor quality. The other one was on “back order” although it took them 1 1/2 months to send me the other 2 dresses. But okay. After not liking the dresses, I requested a refund. They responded back to me saying to “take a picture of the dress with me in it”. Are you kidding me. Never have I had a company tell me to send them a picture with the product on so that THEY can judge how it looks on me! After I “politely” said no, (in reality I wanted to black out on them) they, then ghosted me for a week. I contacted my bank account to dispute the charges and I guess that put a little pressure on them because they responded to me and I was able to get my money back.
Cherley 回复2023-03-01
Dear Yanelfi,
We are sorry for any inconvenience caused.
1- pictures
The customer service team would carefully ask for some pictures, which is a step in our return policy. The pictures, as was said in the email, are optional -- while wanting the pictures to better verify the problem and adjust our production, we definitely respect customers' will if they don't want to. Hope you can understand.
2- Delay in response
Back then the team took a vacation off after they came back there was a backlog. So there was a delay in responding to your email. Sorry for the inconvenience.
It is verified that the order has been refunded for cancelation and return.
When I ordered this dress I was very excited. It was easy to purchase and they sent tracking the very next day! I doubted them when I read all the poor reviews and panicked. I emailed them and they immediately responded and answered and provided any information I asked. My package arrived in two weeks which I feel is standard for most things especially out of country. The material was great which I was worried about. I would purchase from them again!
Delivery did not happen, complaint was finally resolved.
I am adapting this review after Cherley has dealt with my complaint and refunded my money for non delivered items. I ordered 2nd week of December some Christmas presents for my partner based on their promise to ship between 5-8 days. Apparently they had a tsunami of orders in November December which exceeded by far their production/supply chain capacity. Hence much longer lead times for orders than they promised. i have been frustrated because I did not receive the intended presents in time but only partial delivery in the second week of January. I am not the only one if I read other reviews written in the period December / January. Many one star reviews, as I did submit as well, many unhappy customers. once the review was posted on trustpilot, Cherley became very reactive and did refund my money for the non delivered items within 2 days. So overall: Cherley oversold what they can deliver in November and December, and broke their promise to their customers. However they are serious in remediating their errors, they respect their customers and are willing to resolve the delivery issues rapidly. Based upon this remediation I changed my 1 star review to a 3 star. I hope Cherley will resolve their bottle necks in their production and supply chain, as the 1 garment we received is very much appreciated by my partner.
Cherley 回复2023-01-19
Hello there,
We are sorry for any inconvenience. The unsent orders must be delayed by the backlog we had in December. We recently just cleared it. If you want the item on a specific date but get no info from the customer service team about an estimated delivery time, you can ask for a cancellation of the order before shipment.
We tried to identify your order ID to take care of the issue, but we failed. So we wonder if you could kindly provide your order ID and other info? Our email address is [email protected]. (We can expedite the refund if you choose to cancel the order.)
Looking forward to hearing from you.
Update: Thank you for offering the order info.
Waow, waow, waow. I ordered a dress 10 days ago, and i Got it today. The dress is so pretty, and the fabric is perfect, and looks the same as on the pictures. I am so happy i ordered at Cherley! There was No problems at all. And i dont Think 10 days is Much, because i live in Denmark, so it is pretty far away. Dont be scared! Order the dress you have been looking at. Thank you Cherley for youre service and everything. I would order a dress here next time i need one.
Cherley 回复2022-11-21
Thank you Maja!
We are more than happy to see you feel happy with your order. We will keep our hard work on the products, hoping to see you again. Do not hesitate to get in touch with us if you need. The email address of the customer service team is [email protected].
I found shopping on Cherley is easier than in stores. Because the shopping process is so simple and just follow them until paid. But sometimes I need to wait and track for the updated shipping details. Overall, I had a good shopping experience.
Cherley 回复2022-11-23
Dear gerstein,
Thank you for your support and sorry for any inconvenience. We are trying to optimize the tracking part but it takes some time. If you have any question, please feel free to reach out to customer service. ([email protected])
Cherley
I forgot I had some items in my cart over a month ago but found they were still there so I bought them right away! Clothes have been received, great value for money! Thanks!
Cherley 回复2022-10-26
Hello,
Thank you for the support! We are happy to see you had happy shopping experience on Cheley. We will keep our hard work to offer better merchandises and service, hoping to see you again. If you have any query, please do not hesitate to get in touch with us.
Cherley
About half of my tops come from Cherley. They always have many options. They are all lovely and flattering in my purchases. The fabrics are nice. It is fit always just right. Love them!
Cherley 回复2022-10-20
Hello,
Thank you for the support! We are happy to see you had happy shopping experience on Cherley. We will keep our hard work to offer better merchandises and service. We really hope to see you again.If you have any query, please do not hesitate to get in touch with us.
Cherley
I really love the clothes what I have picked from this website. It's quite easy to shop in this website and the packages came so fast.
Cherley 回复2022-10-19
Hi frances,
Thank you for your review.
With your support, we will keep our hard work to offer better merchandises and service. If you have any query, please feel free to contatc us.
Cherley
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