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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
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’m editing my review as the dress finally arrived! I initially left a 1 star review due to never receiving a confirmation email so I had no clue if and when my order had shipped. After leaving a revi... See more
Company replied
This place is a complete scam, don’t buy from here because they won’t deliver your package or respond to any of your many emails to their support team. People who have gotten their order have said it... See more
Company replied
Company details
Contact info
Hong Kong,105-111 Thomson Road，Wan Chai., Hong Kong, China
- 13048875706
- business@cherley.com
- cherley.com
2.3
Poor
428 reviews
Replied to 66% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Getting in touch with customer service…
Getting in touch with customer service is almost impossible. I’ve sent multiple emails that have gone unanswered and they have not sent a return label after days/ weeks. Not worth buying from here because of the hassle. Wouldn’t be a bad experience if not for customer service. Praying they’ll see this review and get back to me and do better.
April 23, 2024
Unprompted review
Reply from Cherley
Hello Olivia Petras,
We apologize for not getting back to you sooner. If you have not heard back from the support team for three business days, kindly forward the issue to complaint@cherley.com.
Upon inspection, I found that you have been offered return instructions and a return form. Kindly get back to us with the necessary info and we can begin the process of refund.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Advertisement
I should have checked this site before…
I should have checked this site before ordering 5 items from this company. SMH. Like everyone else, I placed my order over a week ago and have still not received an update at all. Do not recommend.
April 15, 2024
Unprompted review
Reply from Cherley
Hello,
Please contact our customer service team to inquire about the order status as your order might have been shipped --- upon inspection, we found that your order had all been shipped.
We can be emailed at support@cherley.com and complaint@cherley.com.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Ordered 7 weeks ago and I haven’t had…
Ordered 7 weeks ago and I haven’t had an update on my order yet, no tracking number , no confirmation email. What a joke !!!!
April 23, 2024
Unprompted review
Reply from Cherley
Hello Estera Lozneanu,
Upon inspection, we found that your order was placed on April 4th -- less than three weeks ago. We also noticed that one parcel containing 2 items was shipped on April 17th and now it's in transit.
We suggest that you contact our customer service team to inquire about the order status first before reviewing as your order might have been shipped. We can be emailed at support@cherley.com and complaint@cherley.com.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
dont buy from them
It is not UKs company ( i was buying from Cherely UK), you have to send to return back to United States for the cost of £28.93.I have ordered three items on 14th Feb, received first on 23rd March ( it was a counterfeit of some brand as i discovered later/ very cheaply made/ cut disproportionally/bad material) so cancelled the other two items (showing on website as not shipped)but they still posted one and i had to pay return charges.
Took them three weeks to refund the items( after having paypal involved) refused to refund the postal charges, offering me a voucher for future orders instead-no , thank you
March 22, 2024
Unprompted review
Reply from Cherley
Hello Valentinavv,
We'd like to express our regret for bringing you an unhappy experience. We take customer feedback seriously and will take note of your review regarding the quality and return process to the relevant team to make progress.
Please provide us with your order details, such as the order number and the email address used for the purchase. Or may you email us at complaint@cherley.com? This will help us find your specific order and initiate the necessary steps to resolve this issue. Thank you in advance.
Again we deeply apologize for your dissatisfaction. We hope to hear back from you.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
No shipment of my item
As with all the other people writing reviews, I also have placed an order and it has yet to be shipped. My items says “your item will be shipped asap”. It has said this for a week now. I can understand the company being overwhelmed with orders creating a lag in shipment. It’s hard to determine whether that truly is the issue, or whether this company is just a scam.
After reading multiple reviews, I see that company frequently copies and pastes the same response to check if it was a “pre-order”. Unfortunately for me, after going back to check my order it does state it is a pre order. It is ONLY stated in the name of the dress “ Ditsy Floral Print Frill Straps Backless Tulle Gowns Maxi Dresses-Pink [Pre Order]“. Realistically, most people are not even reading the name of the dress, because we are more concerned about the dress itself than the name of it. When viewing items from the website on your phone, the pictures are just large enough to cover the entire phone screen, so in order to even see the name of the dress you have to scroll down. Which again, most people are not interested in the name of the dress, rather the images, reviews, sizing, material, etc. Personally, I could care less about what it’s called.
This is a bit concerning, as clearly it is very easily overlooked when purchasing that it was a pre order. During the ordering process, there is no mention that this was a pre-order item or even a suggestion of when it should be available. After searching the website, there is no information on when these “pre-orders” are likely to be stocked and shipped. It seems as though the pre-order items could take months? A year? Never get stocked and they take my money? Who knows. Clearly based on other reviews, many people have ordered pre order items without realizing it. Very frustrating considering I was buying the dress for a wedding and now how to re-purchase a new dress from a different company. I had high hopes for this dress and company and I feel scammed…
Order: CH00355426
April 13, 2024
Unprompted review
Reply from Cherley
Hello Taylor McHenry,
Thank you for taking the time to share your feedback on Cherley. We understand the possible disappointment and dissatisfaction you might experience.
We will record your opinions about the mark of pre-order, quality, and response and make progress accordingly.
Your order has been canceled as requested. As a token of apology, we will expedite the refund so that you can receive the money sooner. You should receive it between 1 and 5 business days after the response.
Again we apologize for any inconvenience. 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
Advertisement
No clear guidance on returns and lack of customer support
I’ve ordered 3 dresses and never received a confirmation email. They arrived 3 days ago and unfortunately non of them fit which is fine, but I’ve been trying to return them and have no clue what to do now.
I have no idea what the return address is or how to even get a refund issued. I’ve contacted them on their support email two days ago and am yet to receive a reply, I’ve contacted them twice now . Their customer service email is the only one I could find and they’ve still not contacted me back .
April 17, 2024
Unprompted review
Reply from Cherley
Hello Freya Beharrell,
We'd like to apologize for the delay in responding -- our customer support team has been shorthanded recently so the response might not be as timely as you expected. In such a case, you can contact our customer complaint team at complait@cherley.com to deal with the return and refund. We will do our best to assist you.
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.
Kind regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Takes too long
I made my order a week ago and it still says my dress is awaiting shipment. If it takes that long just to send it I don’t even want to imagine how much it will take till it arrives. I need the dress in about a week, so I’ll probably need to buy elsewhere :( don’t risk yours if you need it early
CH00352283
April 8, 2024
Unprompted review
Reply from Cherley
Hi
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 as soon as we can.
Kind Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
I cancelled my order one minute after I…
I cancelled my order one minute after I placed the order, reading the bad reviews on Trust Pilot, this was on 2nd April and since then no refund yet! I received an email, saying that they cancelled it and that they will refund me, just lies, I think I got scammed.
Please don't buy anything from this website!!! I have never been in this situation ever before.
April 2, 2024
Unprompted review
Reply from Cherley
Hello,
We tried to identify your order ID via your username here to look into and take care of the issue but failed. Therefore could you please provide us with your order details, such as the order number and the email address used for the purchase? Or may we request you to email us at the email address below? This will assist us in locating your specific order and initiating the necessary steps to resolve this issue.
Thanks.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Order update!!!
I ordered two dresses at the end of March and I need them within the next weeks, I got order confirmation but they haven’t been shipped yet and I haven’t heard anything else, and they have taken my money, I am just wondering how long the wait is going to be!
Order number: CH00344702
March 28, 2024
Unprompted review
Reply from Cherley
Hi
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 as soon as we can.
Kind Regards,
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
Advertisement
STRESSFUL
I ordered my graduation dress from here very excited because I LOVE the dress I chose. I emailed them just now but I’m scared that so many other people also haven’t received info on their orders. I’m starting to freak out and would just like to know if I need to order another outfit from somewhere else :(
I have not received any tracking #, or confirmation of order although the money has been taken from my account.
April 12, 2024
Unprompted review
Reply from Cherley
Hello,
We tried to identify your order ID via your username here to look into and take care of the issue but failed. Therefore could you please provide us with your order details, such as the order number and the email address used for the purchase? Or may we request you to email us at the email address below? This will assist us in locating your specific order and initiating the necessary steps to resolve this issue.
Thanks.
Michelle, Cherley Customer Complaint Team
complaint@cherley.com
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
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
Advertisement
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
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
Advertisement
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
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.