I ordered 4 pairs of shoes in March and still have not received my order. I have an email with a confirmation number for my order. I have tried to reach out to them via email but when I send the email... See more
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Placed an order for sneakers I paid for and haven’t received anything.I was provided an email with an order number, but useless when there’s no customer service to go to being there customer support m... See more
Same issue as others….my daughter ordered 4 dresses for upcoming weddings a week ago, no confirmation email, can’t log into the site despite making an account. I’m cancelling her order after reading a... See more
Company replied
I ordered some shoes in April and still haven’t received my shoes and when i finally did hear from them they were talking about giving me my money back in credit only if I take down my review. Then th... See more
Company details
Contact info
Hong Kong,105-111 Thomson Road，Wan Chai., Hong Kong, China
- 13048875706
- business@cherley.com
- cherley.com
1.3
Bad
384 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 35% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Were are the shipping, delivery, and confirmation emails?
Hi I ordered a dress from Cherley on Monday April the 8th, it is now Thursday and I have received no order confirmation or shipping confirmation or delivery date, I have however been charged already, of course. I have heard from multiple people ordering through this site that they have ordered things months ago and they still have not arrived. I also emailed their website on Tuesday the 9th and have not heard back. I need this dress by the end of the month and at this rate I do not think it will be here in time.
April 8, 2024
Unprompted review
Reply from Cherley
Hello Grace,
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. You can also contact our customer service team at the address provided below to inquire about its shipping time. We will be responding as soon as we can (between 1 and 4 business days).
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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Untrustworthy Retailer
I've ordered two items from here and have never received a confirmation email or delivery information however the payment came out of my bank instantly. I emailed customer service asking for some confirmation of my order and requesting some insights on when this should be delivered and have heard nothing back?
I feel like I'm being scammed?? I'm going to report to my bank - do not buy from this website!!!
April 11, 2024
Unprompted review
Reply from Cherley
Hello,
We didn't see any email from the email address you used for the purchase. Is it that you used another channel to contact us?
Your order has been shipped. We have used complaint@cherley.com to send you more delivery details. Please check your inbox. If you have any further questions or concerns, please don't hesitate to reach out to us.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
no track number
i just ordered a dress, and i need as soon as possible, cause im leaving US in May. I don’t even get my track number, and i don’t have any responding email
April 9, 2024
Unprompted review
Reply from Cherley
Hello,
We would like to clarify that we have responded to your email within half a day. We appreciate your patience and understanding regarding this matter. We will be responding in as soon as we can.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Do not order from them - This is a scam
This is a scam. The images on their website are taken from other websites/ designs. The dress I ordered CH00330012 looks nothing like the images and is not as described (no tule fabric layering) I’ve now seen is a copy of a House of CB dress - with the images stolen straight from the House of CB website. I have asked for shipping to be covered for a return and refund and they have refused.
DO NOT ORDER FROM THIS COMPANY it is a con.
April 6, 2024
Unprompted review
Reply from Cherley
Hi
We would like to clarify that we are not a scam -- we are working hard to respond to customers' emails, follow up on each complaint, fixing the problem of backlog.
We apologize for any inconvenience caused and for 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.
Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out. For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox.
We hope to hear from you and that this issue is resolved ASAP.
Best wishes,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Lack of email responses
My order id is CH00348795. The website says I will get order confirmation email after I placed my order and will also get a notification that my payment is successful. I haven’t received any of that yet. I reached out to Cherley so many times through email. They haven’t responded me at all. My prom is on Saturday the 27th and I’m afraid the dress won’t shipped in time. Please answer my emails. I emailed both complaint @cherley.com and support @cherley.com
April 3, 2024
Unprompted review
Reply from Cherley
Hello,
We would respond to customers email as prompt as we can. But it takes a little while as we need to ensure the response speed of our response to EVERY customer can be within 1-3 days window. We hope you can understand.
Your emails have been replied to in the next business day and your order has bee shipped three days after ordering. If you have any further questions or concerns, please don't hesitate to reach out to us.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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HORRIBLE!!!
HORRIBLE!!!
I’ve been waiting, now a month, for a response to my purchase information. I placed my order on March 5th it’s now April 5th. I’ve emailed and got nowhere. I am buying this dress for my senior prom and I spent my own money. My order confirmation number is CH00330379
April 5, 2024
Unprompted review
Reply from Cherley
Dear Karynne Baker,
We are sorry for any inconvenience caused by the delay in shipping.
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 the address provided below to inquire about its shipping time. We will be responding in as soon as we can.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Cherley.com - Legit or Scam?
It has been 12 days since I ordered the pearl fringe trim corset and I’ve emailed customer service awaiting a response on an update to delivery but to no avail, I began to do some research…
There are many scathing reviews concerning the lack of quality and reliability and on further inspection I have found the same corset on ali express (suggesting they are perpetrators of online fraud)
As i await in suspense for a response and for the corset to arrive; I wanted to share my experiences so far and will update accordingly.
Order number: CH00344118
UPDATE 1 -
After two days I received a response, and after a bit of back and forth they eventually stated that their delivery systems have been unable to keep up with the capacity of orders. I have been assured that my package will be processed and sent out for delivery within two weeks of the order date and was offered a $10 voucher for the lack of communication (despite being in the uk). I have agreed to wait for the delivery and I will update again upon arrival of my corset.
March 26, 2024
Unprompted review
Reply from Cherley
Dear Callum Hutton,
We apologize for the delay in shipping caused by the backlog. Rest assured that we are a legit website.
Firstly we would like to let you know that the products and images displayed on our website are provided by our supplier. As an honest seller, we value and respect all intellectual property rights. In this case, we are in the process of investigating the incident and will provide prompt feedback to the supplier for verification.
Regarding the shipping, as was stated, we are experiencing a backlog. And we are working very hard on fixing this problem. 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.
You can also contact our customer service team at the address provided below to inquire about its shipping time. We will be responding as soon as we can.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
my dress still hasn’t came
my dress still hasn’t came, i need it for Saturday the 13th and have been waiting for a while for it to come and i have no conformation that it’s been shipped,
order number: CH00346660
March 31, 2024
Unprompted review
Reply from Cherley
Hi Kayla
We are sorry for any inconvenience caused by the delay in shipping.
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 the address provided below to inquire about its shipping time. We will be responding in a few business days.
Best regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Just HORRIBLE
Simply horrible! SHOP ELSEWHERE!!!
Scam advertising, the dress that arrived looks far from the photo promoted on its page. The size is small,The size is small, the seams are mediocre and visible, the dress is completely transparent.
I sent an email asking for a refund and they told me that I could get €20 when I paid €60!!!
Or you can send back the product paying for the shipping to CHINA, and get back only the price of the dress. THIS IS ILLEGAL!
March 7, 2024
Unprompted review
Reply from Cherley
Hello,
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. Please rest assured that orders are returnable and refundable -- you can reach out to us at support@cherley.com to sort it out if you don't like the support team's solution.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best wishes,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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Lack of response to emails
I have tried to contact you in regards to order CH00344591 to see if it will be here in time as suggested but have had no response. It’s very frustrating as you can’t cancel the order and yet you also can’t contact the seller!
March 29, 2024
Unprompted review
Reply from Cherley
Hi
Our response timeline is between 1 and 5 business days. So we sometimes can't be as prompt as you wish. We hope you can understand. Once the backlog is cleared, we will be much more responsive.
If you have any follow-up questions, please feel free to contact us at the address below.
Faithfully,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Just ordered a dress no order number…
Just ordered a dress no order number emailed and no confirmation sent , money has left my account but no order number , please can you email me order number
March 29, 2024
Unprompted review
Reply from Cherley
Dear Caroline Tunney,
We apologize for any problem caused.
Rest assured that your order has been confirmed. The order ID is CH00345784 and the successful charge is the sign that the order has got through. We will resend you your confirmation email in the next week and we have replied to your email.
We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
I have not received a confirmation…
I have not received a confirmation order email or tracking number. Yet my bank account has been charged for the dress and I am scared this was a scam. I have sent multiple emails about the status of my dress with zero responses. I ordered on March 21st. If I do not receive a confirmation email or a response to my problems within the next week I am going to apply for a refund. - Order # CH00340883. I don't know if my item is a preorder, but I need a time when it will specifically be shipped or I will consider canceling my order.
March 20, 2024
Unprompted review
Reply from Cherley
Dear payton burns,
We apologize for any problem caused.
Rest assured that your order has been confirmed. The order ID is CH00340883 and the successful charge is the sign that the order has got through. We will resend you your confirmation email the next week and we have replied to your emails.
We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
I ordered a dress on March 2
I ordered a dress on March 2, I've emailed multiple times and they keep saying it'll ship soon- we've completely missed spring break in which it was bought for - and it still hasn't shipped. i've asked for a refund and none has been provided
March 2, 2024
Unprompted review
Reply from Cherley
Dear Sarah Saffold,
We apologize for the delay in shipment. We looked into your order and found that it was a quality issue in that the dress was returned to the factory to be reproduced and can't be shipped. If you want to cancel the order, kindly let us know. Because we didn't see this request in the email chain.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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I Hope It’s Not A Scam
I’m just gonna put 1 star for right now.. due to the reviews and me not being able to see my tracking for my item. It only says “Awaiting Shipment” Now mind you… I’ve never been scammed before but I don’t know how this will go. I’m super nervous since they didn’t have a size 0 so I got a 2.. now hopefully the dress (Elegant Cinch Waist Party Bridesmaid Tulle Layered Midi Slip Dress-Pink) looks like the video and pictures because I want this as my birthday dress.. Keep in mind I ordered this dress 2 days ago and I understand that shipping takes some time, but I would at least like to know an ETA or like the Date it will arrive… I really hope that I’m not getting Scammed because I spent $54.98 on this dress.. My Response.. it doesn’t say “Pre-Order” when I ordered it.. I read everything before I bought the dress.. after I paid for it that’s when it popped up.
March 26, 2024
Unprompted review
Reply from Cherley
Dear Naziah Grandberry,
We are sorry for the concrn caused by the reviews. Please rest assurd that we are not a scam.
Should you want the item for a specific occasion, please check if your order is a pre-order via the item title first, then contact our customer service team to inquire about its shipping time. We can be contacted at support@cherley.comn and complaint@cherley.com. We will be responding in a few business days.
Kind Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Here is my honest review
Here is my honest review. I ordered this dress Sleeveless Single-Breasted Corset A-Line Mini Dresses-White
SKU：K593271607734960128 and was waiting for 2 weeks for any confirmation and update about shipping. That company doesn't send any confirmation and my order still hasn't been shipped. So I wrote to them via supportATcherley.com and complaintATcherley.com, and they responded to me with a tracking number. Finally have received the dress;
- the dress is made from cheap material, but no surprise here cause what else can be expected for 32pounds
- the dress looks exactly like in the photo
- measurements/size is correct
The biggest issue was no confirmation mail after buying the item.
March 28, 2024
Unprompted review
Reply from Cherley
Dear Karolina Sobczak,
We are sorry that the item fell short of your expectations. We understand your upset, especially after a long wait. We take customer feedback seriously and will take note of your review to the relevant team to make progress.
For your convenience, we have used complaint@cherley.com to send you an email to follow up on this matter. Please check your inbox. We hope to hear from you and that this issue is resolved ASAP.
Best Wishes,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Zero customer service communication
Ordered dress on March 11, 2024. The company states they will send "a successful payment confirmation e-mail" and "a product information confirmation e-mail" after order is placed, but I received neither. Company says item will ship "within 3-8 business days" and you will get shipping confirmation and tracking info...nothing as of yet. I emailed company support on March 25 (there is no phone #) and no response yet. Order # CH00333996. Not happy!!!
March 11, 2024
Unprompted review
Reply from Cherley
Dear Trisha,
We are sorry for any inconvenience.
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 to inquire about its shipping time.
We will be responding in between 1 and 5 business days so you might not get a response as soon as you expected. We apologize for the delay and we are working on fixing the backlog.
Regarding the confirmation email, kindly check if it went into your spam box. If not, kindly email us at complaint@cherley.com to resolve this prolem.
Again we apolgize for your concern and hope you can give us a chance to do our best to serve you.
Kind Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
SHAM: terrible products and impossible to return
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.
March 27, 2024
Unprompted review
Reply from Cherley
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
complaint@cherley.com
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Hello,
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
March 26, 2024
Unprompted review
Reply from Cherley
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
complaint@cherley.com
I have tried to contact you over one…
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)
March 7, 2024
Unprompted review
Reply from Cherley
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 support@cherley.com to inquire about its shipping time. We will be responding in a few business days.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
TERRIBLE CUSTOMER SERVICE
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, “
March 20, 2024
Unprompted review
Reply from Cherley
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
complaint@cherley.com
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