I ordered 5 dresses from Cherley. They took a long time to arrive and when they did, did not look anything like the photographs. The material is cheap, the sizes are completely random, and I was extremely disappointed.
I had reviewed the returns policy before purchasing, and their website makes returns look pretty simple. Believe me, it is not. I emailed for a return address as per their website, to be told I had to send photographs of all the items first. When I questioned this, I was then told I could either return the items to their return address at my own cost (which was New York?!) or not return the items and receive a 50% refund or a discount code for future use.
To date and after 3 emails trying to return the disgusting clothes, I have still not been provided with a return address and it appears they are doing all they can to prevent me returning the clothes and obtaining a refund. This is entirely in breach of my rights under the Consumer Rights Act.
This brand and company is a total sham. The clothes on their website look nothing like the clothes that arrive, and then they make it impossible to return.
Given the lack of response and assistance from Cherley, I will be taking this matter further.
Cherley 回复2024-03-28
Dear Holly Hilbourne-Gollop,
Thank you for taking the time to share your feedback with us. We take customer feedback seriously and will take note of your review to the relevant team to make progress.
We have replied to your email regarding this matter. Please check your inbox. If you have any further questions or concerns, please don't hesitate to contact us.
Best regards,
Michelle, Cherley Customer Complaint Team
[email protected]
Hello,
I ordered a dress from Cherley on March 11, 2024. However, I haven't received the dress even after two weeks. I've reached out to customer service multiple times, but they only tell me that the package will be shipped as soon as possible. Reading the negative reviews here has made me worried. I'm concerned that I might never receive the dress? I'm hoping to get it soon.
Order ID: CH00333864
Cherley 回复2024-03-27
Dear Sara Wivegh,
We are sorry for the delay in shipping. We are extending our working time to fix the problem of shipment. We have marked your order as a priority so that our warehouse will pack and ship your order first.
If you have any follow-up questions, please feel free to contact us at the address below.
Faithfully,
Michelle, Cherley Customer Complaint Team
[email protected]
I have tried to contact you over one week now because I have not received my delivery. It is not even shipped yet. It was ordered on the 7th i’m still waiting to be shipped. I have tried to email, but I never got replies back.order number is (ch00331242)
Cherley 回复2024-03-25
Dear Hatice Ardic,
Thank you for taking the time to share your concerns.
Should you have awaited your order for a while without any update, please check if your order is a pre-order via the item title first, then contact our customer service team at [email protected] to inquire about its shipping time. We will be responding in a few business days.
Michelle, Cherley Customer Complaint Team
[email protected]
My order was placed on Feb 29th, it is not here yet and hasn’t been shipped, I need it ASAP I understand that you needed 10 days max to prepare it, that would’ve been March 10th and then an extra 7 days to deliver, but it is not even shipped I need it for an event!!!
I don’t have the tracking number
Order No. CH00327086
If it doesn't arrive this week, I am asking PayPal for my money back.
Cherley 回复2024-03-20
Dear Bibiana Sánchez,
We deeply apologize for the delay in shipment. Our factory are experiencing a backlog so the whole process of an order has been postponed. Again we extend our sincere apology. Your emails have been replied to and the order canceled too. Kindly check your inbox. Should you have any follow-up questions, please feel free to contact us at the address below.
Sincerley,
Cherley Customer Complaint Team
[email protected]
This is ridiculous! On March 4, we had a discussion in which Cherley promised that my order will be shipped that week and yet it still says awaiting shipment. I just want my money back. This has been the worst experience ever.
#CH00322050
Cherley 回复2024-03-20
Dear Mariia,
I deeply apologize for the delay in shipping. I understand your disappointment about the delay especially since you were told the shipping time. I offered the estimated shipping time according to the info I got. However, due to a production error (The material was wrongly used, so a batch of orders was sent back to the factory to be produced again), the shipment is postponed.
Again I apologize for the delay. If it cannot be delivered on the date you expected, you are always allowed to ask for a cancellation of the order before shipment. I will do my best to offer you my service.
Michelle, Cherley Customer Complaint Team
[email protected]
I ordered a dress for my granddaughter on 03/17/24 order ID CHOO338235 the next morning I found out my daughter ordered the same dress on 02/29/24 and didn't hear anything from them about a ship date so I immediately wrote to cancel the dress I brought before it went thru the credit card, wrote them a couple times with no response from them very poor customer service. I will now contact the credit card and tell them I got scammed
Cherley 回复2024-03-21
Dear Olivia,
We apologize for the delay in response. Our response timeframe has been extended to a 1-5 day window due to the backlog we are experiencing. After waiting for a few days without a reply, you can escalate the matter to our customer complaint team at [email protected] to address the problem.
We have canceled the order as you wish and used [email protected] to follow up. Kindly check your inbox.
Michelle, Cherley Customer Complaint Team
[email protected]
After doing some research of my own and seeing all the negative and poor reviews this website has. I have panicked and come to find out all the reviews are RIGHT! I have reached out multiple times to different emails and have no received a response. I have this order for an upcoming event and need to know if this will arrive on time. they have terrible customer service. Below is the email I have sent over 5 times.
“I hope this email find the you well.I am reaching out in regards to my order :
(Order No. CH00331131) this has not been shipped nor have
I received a tracking number. This order was placed March 6 and it has been almost 2 weeks now. This is my first time ordering from this website and would like to continue to do so but I do need an update on this order. This is for a planned and booked vacation so please keep in mind that i am counting on the package arriving on time.
I would like an update on Order No. CH00331131.
Thank you, “
Cherley 回复2024-03-21
Dear Katherin,
We apologize for the delay in response. Our response timeframe has been extended to a 1-5 day window due to the backlog we are experiencing. We understand the inconvenience this might have caused on our customers and we are working on addrssing this issue. We hope you can understand.
Regarding the shipment, it is verified that there is a mark of "[pre order]" at the end of the title of your orders. Kindly note that the shipment and production of such orders are arranged behind those regular orders.
We have replied to your emails. Please check your inbox. We appreciate your patience and understanding regarding this matter. If you have any further questions or concerns, please don't hesitate to reach out to us.
Best regards,
Michelle, Cherley Customer Complaint Team
[email protected]
Hello,
I ordered your Sleeveless Corset Ruched Bodycon Fishtail Hem Asymmetric Lace Maxi Dress in the color black in medium size on February 13th, 2024. Order Number is CH00319257. On your website, my order has been "Shipped out ASAP" for the past month it still has not arrived. I have written multiple emails and gotten no response. I reached out on Instagram and received no response there. I think I am going to file a complaint with my bank if I do not receive any information in the coming days.
Cherley 回复2024-03-19
Dear Shea bradley,
Sorry for the delay in responding. Both our customer service team and factory are experiencing a backlog. Your emails have been replied to. Kindly check your inbox.
Should you have any follow-up questions, please feel free to contact us at the address below.
Kind Regards,
Cherley Customer Complaint Team
[email protected]
Hello,
I have an issue.
I ordered a dress on Feb 17 and still haven’t recevied a confirmation email and still hasn’t arrived.
No tracking details either.
ORDER ID: CH00320411
So I would just like an update, or if I need to request my money back!
Cherley 回复2024-03-19
Hello,
It is verified that there is a mark of "[pre order]" at the end of the title of your order # CH00320411. Kindly note that the shipment and production of such orders are arranged behind those regular orders. We hope you can understand. Your email has been replied to and we have used [email protected] to send you a follow-up email. Kindly check your inbox.
Cherley Customer Complaint Team
[email protected]
This is a scam and steal credit card information. Beware of fraudulent transactions. After your one time purchase. To never receive merchandise. Ordered January 2. It’s March 14z I’ve reached out to Cherley several times only for them to block me.
SCAM ALL THE WAY AROUND!!!! DONOT WASTE YOUR TIME OR HARD EARNED MONEY.
Reviews saying they received dresses are lies.
Update: this is a scam. My card was charged 3 times. I’ve reached out countless times. I have not received a refund or my package. I haven’t even received tracking. Order number CH00324457.
How much time should one allow of delivery. Again it’s been months. I’ve tried canceling but yet here we are.
Buyer this is a scam.
Cherley 回复2024-03-15
Hello,
We would like to clarify that Cherley is not a scam site. We never blocked any customers. We don't steal anything from anyone. We can cancel orders and refund money if the customer requests to.
Recviews saying they received dresses are true because we have been extending our working time to address the problem of backlog in our factory and ship the items as soon as we can.
Should you have awaited your order for a while without any update, please feel free to contact our customer service team to inquire about its shipping time. We can be contacted at the address below. Additionally, please provide us with your order details, such as the order number and the email address used for the purchase so that we can locate and look into your order.
Kind Regards,
Cherley Customer Complaint Team
[email protected]
I am pretty sure this company is a scam. I ordered a dress and have received no updates and no communication from the company. Paid and extra $10 for shipping on top of my total. Please let me know when this dress will arrive or if I should call my credit card company to start the dispute process. Order number CH00326389.
Cherley 回复2024-03-14
Dear Brooke Crochet,
We would like to clarify that we are not a scam, otherwise there is no need to follow up on each complaint. And please know that the shipping is is paid for the shipment service. We also offer free shipping if your order is $89.
You can email us to inquire about the order status. We can be contacted at the address below.
Cherley Customer Complaint Team
[email protected]
I have emailed the customer services but they’ve not yet responded. I would like to cancel my order it has not yet been shipped. I would like a full refund, I’ve got my honeymoon in a few weeks I can’t risk it not coming in time and given the awful reviews they’ve received. Please confirm I will get my refund asap my order number : CH00332496
Grace
Cherley 回复2024-03-13
Dear customer,
Order CH00332496 will be shipped in part within 24 hours. We have replied to your emails and used [email protected] to follow up. Please confirm you have received the email.
Cherley Customer Complaint Team
[email protected]
I order a dress thatr was on the website and when I got it the dress looked nothing like the pictures. When I wrote to the custumer serve, the response was fast and they offered me a solution, which was: "If you prefer a full refund, we can provide you with the return address. However, please note that we do not offer free returns. Alternatively, we can issue a direct refund of $14, which is 40% of the item's cost, or provide you with a discount code worth $21, which is approximately 60% of the item's price, which can be used towards your next purchase on our website. This way, you can avoid the hassle of returning the product and waiting for a refund.". I accepted the 40% return because I wanted nothing to do with this store again, but this was on Feb 5, and I still haven't gotten anything from them. They said that it would take 5 to 10 business days and it has been over a month.
Cherley 回复2024-03-13
Dear Raquel Gomes,
Firstly we are sorry that the item fell short of your expectations. We take customer feedback seriously and will take note of your review to the relevant team to make progress.
Regarding the refund, the delay was caused by a backlog our finance department is experiencing. We suggest you escalate the matter to our customer complaint team at [email protected] to have the problem addressed.
Again we apologize for the inconvenience caused and we have used [email protected] to follow up. Kindly check your imbox.
Cherley Customer Complaint Team
[email protected]
I just ordered. Never received a confirmation email but was charged. So I sure hope I get my dresses. Seems others have experienced the same
Cherley 回复2024-03-12
Dear Karen Mudford,
Please know that the charge of the money is a token that your order was confirmed. And that you will receive the order -- but it takes a while. If you have any questions regarding your order, we suggest you contact our customer service team first before writing a review. Thank you for understanding.
Kind Regards,
Cherley Customer Complaint Team
[email protected]
I ordered a dress from here order number CH00322377. I ordered it almost a month ago and it still says it’s awaiting shipment. I ordered this dress for an event and really need it to come in time.
Cherley 回复2024-03-11
Dear Mackenzee Burnham,
We are sorry for any inconvenience.
Should you want the item for a specific occasion, please feel free to contact our customer service team with the SKU of the item to inquire about its shipping time. The email address is below. And we will respond in the next business day.
Cherley Customer Complaint Team
[email protected]
This website is a scam.
The clothing is cheap and not sized to the sizing chart on their website. Once I actually got a tracking number, I wasn't even told who the carrier was. They provide you with a tracking company that wants you to pay an additional fee. It took 2 weeks for the dress the arrive. The dress was ordered based on their sizing chart and my measurements. This dress does not only NOT fit at all, but also isn't as described, and the material is cheap. Do not waste your money, I've been seeing you can NOT do returns or exchanges as well.
Cherley 回复2024-03-11
Dear Debbi Keefe,
We apologize for any inconvenience.
Regarding the carrier, you are always allowed to contact us to inquire about the carrier and order status.
Regarding the additional fee, it might have been that USPS had already tried to deliver your parcel once but there was no one signed for it so they took an extra fee for the second delivery. You can also tell us this in the email communication and we can make compensation for it.
For your convenience, we have used [email protected] to send 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]
I ordered a dress from here and the reviews are all the same as my situation. I was never sent a confirmation email.
Cherley 回复2024-03-08
Dear Katie,
You can contact us at the address provided below to inquire about the status of your order. Don't forget to offer the order ID. 💗
Cherley Customer Complaint Team
[email protected]
With my order CH00325838 I ordered on 28/02. I still have no updates on delivery. Please can you update me with this or any ETA for shipping?
3 stars as I still have hope for my gorgeous dresses ordered!!
Cherley 回复2024-03-07
Dear Lauren Townson,
There is a parcel in transit in order # CH00325838. Upon shipping the confirmation email was sent to your address on the same day as well. You can contact our customer service team to iqnuire about the latest update.
Cherley Customer Complaint Team
[email protected]
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