First time ordering items from Charles & Keith. My order was good looked just how it was advertised, but My order took far too long to arrive, 12 days in total, then there was issues from the courier... See more
Company replied
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The bag is beautiful, i would buy again but i have rated this 3 because delivery was 12 days yet on the website it says 2 to 9 days, that was very inconvenient
Company replied
The bag is beautiful but the delivery took almost 2weeks. I would highly recommend but please do something about delivery time frame
Company replied
Overall, I am satisfied with the Charles & Keith brand. I ordered a bag because I liked its design and size. However, as it is a crossbody bag, the strap was too short for comfortable use. I had to... See more
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Company details
Written by the company
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Contact info
United Kingdom
- charleskeith.co.uk
3.3
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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I unfortunately can't put no stars
I unfortunately can't put no stars , their customer service is appalling, I purchased a £120 e voucher, it didn't deliver so I messaged customer service, gave all my details and screenshot of proof of payment and nothing but generic replies, never ever will I shop here again
May 25, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We're sorry to hear about your experience and understand how frustrating this must have been, especially after providing the requested information and proof of payment.
We sincerely apologize for the inconvenience caused. We've reviewed your feedback and are currently checking on the status of your order with the relevant team. We will continue to follow up internally and provide an update as soon as more information becomes available.
Thank you for bringing this to our attention, and we appreciate your patience while we investigate this further.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
I purchased a pair of glasses from…
I purchased a pair of glasses from Charles & Keith which broke at the folding point after just three wears. Three. I was devastated as I genuinely loved them.
What followed was even more disappointing. Despite providing photos and raising a formal complaint, I was told the damage was caused by “external force” — which is simply not true. The glasses snapped at a structural joint under completely normal use.
I asked multiple times for the matter to be escalated to a manager, and this was never confirmed or actioned. The response I received was a copy-paste dismissal with zero accountability.
A product that fails after three uses is not fit for purpose. I am now pursuing a chargeback through my bank. I would urge anyone considering a purchase to be aware that if something goes wrong, do not expect Charles & Keith to stand behind their products.
May 24, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We're sorry to hear about your experience and understand how disappointing this situation has been, particularly as you genuinely enjoyed the product.
We appreciate you taking the time to share your feedback and regret that the outcome of the assessment did not meet your expectations. We also apologize if our communication left you feeling unheard or if there was any misunderstanding regarding your request for escalation.
Please be assured that product concerns are reviewed based on the information available at the time of assessment. However, we understand your concerns and have shared your feedback with the relevant team for further review.
We sincerely regret the frustration caused and appreciate the opportunity to learn from your experience.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Very disappointing experience
Very disappointing experience.
I ordered a bag on 28/4 as a birthday gift for my wife, with delivery advertised as 2–5 days. After 11 days, it still had not arrived and missed the occasion completely.
The delay was only explained after I contacted customer service myself, and no real solution or compensation was offered. Poor communication and very frustrating overall.
May 9, 2026
Unprompted review
Reply from CHARLES & KEITH
Thank you for your review and feedback!
We sincerely apologize for the very disappointing experience you had with your order and our delivery service. We understand that you placed your order on 28/4 as a birthday gift for your wife, and we are deeply sorry that the bag did not arrive within the advertised 2 to 5 days, causing it to miss the occasion completely.
It is particularly regrettable that the delay was only explained after you took the initiative to contact our customer service, and we apologize that no suitable solution or compensation was offered at that time. We understand your frustration with the poor communication and the impact this had on such a special celebration.
Please reach out to us again with your order number so that our team can look into this for you and work towards a resolution.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
Have a wonderful day ahead!
Honestly one of the worst customer…
Honestly one of the worst customer service experiences I’ve had.
I placed my order almost a month ago and the parcel got misdelivered by Royal Mail. I know that part is not fully CHARLES & KEITH’s fault because the parcel was marked as delivered somewhere else and basically went missing. I even checked the address, nearby accommodations, post office, everything possible and still couldn’t find it.
What’s really frustrating is the way this whole thing has been handled after that.
I made complaints with both Royal Mail and CHARLES & KEITH almost 3 weeks ago and I still haven’t received any clear answer about what’s actually happening. No proper updates, barely any replies to emails, and every message is just “the investigation is ongoing” over and over again.
Meanwhile I bought the bag using 3 payments and now my next payment is about to go through for a product I never even received.
I’ve been the one constantly chasing updates, contacting Royal Mail myself, sending proof, confirming addresses, following up again and again, and honestly I’m exhausted at this point.
The parcel going missing may not entirely be your fault, but making a customer wait weeks without proper communication or clarity is definitely not okay.
Really disappointed because this was my first purchase with CHARLES & KEITH and it completely ruined the experience for me.
April 10, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating and exhausting this situation has been, especially with the prolonged investigation and lack of clarity throughout the process.
While the delivery issue was being reviewed with the courier, we understand that the overall experience and communication did not meet expectations, particularly for your first purchase with us. Please be assured that your case has been attended to by our team, and the refund process has already been arranged accordingly.
We sincerely apologise once again for the inconvenience caused and truly appreciate your patience throughout this process.
Best Regards,
CHARLES & KEITH Customer Service Team
All the best love all
May 25, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
no flexibility
the quality seems OK and the designs are nice, but they lack flexibility. I asked for a partial reimbursement of the return costs (around 30€) and they refused.
May 1, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We appreciate you taking the time to share your feedback with us. We’re glad to hear you liked the design and quality of the item, though we’re sorry to learn that the return experience did not meet your expectations.
We understand your disappointment regarding the return shipping costs and the request for partial reimbursement. Your feedback has been shared with the relevant teams as we continue reviewing ways to improve the overall returns experience and provide better support for our customers.
We truly appreciate your feedback and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
As usual great quality!
July 14, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
They Lost My Order
Ordered a handbag for my wife and we waited for two weeks only to be told that the package got lost. Now I have to wait 7-14 days for a refund and my one-time discount code is gone. Charles and Keith is a garbage business who treats their customers poorly!!
April 1, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please rest assured that we’re looking into this and will follow up with you via email as soon as possible. Thank you for your patience.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
I placed an order on the 29th and it's…
I placed an order on the 29th and it's no where to be found.
The tracking history says 'in transit'
I have contacted the team but there has been no response. Really frustrated with the situation!
November 29, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re really sorry to hear about your experience and understand how frustrating this must be.
We’re currently unable to locate any email correspondence from you, but we’d definitely like to look into this for you. Could you please reach out to us at customers@charleskeith.com with your order details so we can check on the status of your shipment and assist you further?
Thank you for your patience. We’ll do our best to help resolve this for you.
Best Regards,
CHARLES & KEITH Customer Service Team
Nice but not practical for me
Nice but not practical for me , I wish the bag had more structure .
July 2, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback with us. We’re glad to hear you liked the design, though we’re sorry to learn that the structure of the bag did not meet your expectations.
We appreciate your comments and will be sure to share them with our product team as we continue to improve our designs and functionality. Your feedback is valuable to us, and we thank you for taking the time to share your experience.
Best Regards,
CHARLES & KEITH Customer Service Team
Absolutely love these trainers
Absolutely love these trainers, so comfortable and unusual design.
November 6, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
I have nothing bad to say about C&K
I have nothing bad to say about C&K. i’ve ordered from the website at least 5 times. I bought shoes and bags for myself and other people and they were impressed by the quality so was I. I understand their late delivery was coming from Hong Kong because that’s where their main office is and I had no problems with that. Will order again and again!
April 11, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Awful and unhelpful customer service - item not received
Awful and unhelpful customer service - reads like they’re just copying from a script with no care. Ordered my item over a week ago, and my confirmation email indicated shipping in 3-5 days. When I asked they emailed to say actually their warehouse had some sort of issue and there’s a delay, which I’m certain wasn’t flagged at check out or in the confirmation email. No real apology and they won’t confirm when my shoes will arrive - how difficult is it to provide an ETA? Having read the reviews I’m worried I’m being scammed. If they can’t give a proper date I think I’ll report them to trading standards and charge back via my bank.
Definitely doesn’t fit the polished image they’re going for.
Really really disappointed.
March 24, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating this must have been.
After reviewing your order, we found that the item in our UK warehouse had sold out unexpectedly, and your order was subsequently fulfilled from another international warehouse. We acknowledge that this was not communicated clearly, and we sincerely apologise for the inconveniences caused.
We also understand your concerns regarding the delay and lack of a clear delivery timeline. This is certainly not the experience we aim to provide, and we appreciate you bringing this to our attention so we can continue improving our communication.
We’re glad to see that your order has since been successfully delivered, and we appreciate your patience throughout this process.
If there’s anything further we can assist with, please don’t hesitate to reach out to our team directly at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Service very poor
If there is a rating way lower than 1 star, that’s what I’ll give them. Delivery took 2 months with no clear information on when will i get the item. Tracking link vague and cust support not much help.
February 17, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration with the delay and lack of clarity. This is not the experience we aim to provide. Please feel free to reach out to us at customers@charleskeith.com with your order details, and we’ll be happy to look into this and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
The worst company I’ve ever bought to I…
The worst company I’ve ever bought to I bought from them two times both of the times they never delivered and took my money, but never give me the product. Please don’t buy save your money.
March 31, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration. This is not the experience we aim to provide. Please write to us at customers@charleskeith.com
with your order details, and our team will be happy to look into this and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
Poor quality
I have 2 products from this brand. And both are very disappointing. Poor quality with high price.
Handbag only last for 1year
Shoes only last for 6month, also not comfortable to wear.
March 29, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re sorry to hear about your experience and truly appreciate your comments. Your feedback will be taken into consideration for future product developments. We value your support and hope to provide a better experience in the future.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Really disappointed with my recent…
Really disappointed with my recent order from Charles & Keith.
I placed an order on March 13 and it was shipped via Royal Mail, but the parcel got stuck at the Coventry hub for over a week and was eventually confirmed lost.
What’s more frustrating is the customer service experience — instead of taking ownership as the sender, I was asked to provide “proof” of my conversation with Royal Mail (which was done via phone, so no transcript exists).
As a customer, I expect the brand to handle courier issues directly and resolve things efficiently. I’m still waiting for a clear resolution on whether my order will be replaced or refunded.
Love the products, but the aftercare and support really need improvement.
March 28, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please rest assured that we’re looking into this and will follow up with you via email as soon as possible. Thank you for your patience.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Received my bag yesterday after seeing…
Received my bag yesterday after seeing it advertised on my socials - I’m forever buying bags and the sizing isn’t right - it was a well presented advert and purchased
I’m extremely happy I did
It arrived packaged well
Got 10% off and from start to finish was perfect with the ending amazing
Can’t wait for the weekend when I will be using my bag
Would highly recommend
March 26, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
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