CHARLES & KEITH Reviews 

I was so excited to purchase my first bag from Charles & Keith, but the experience has been a massive disappointment. After only six months, the bag is completely falling apart. For the price they charge, the quality is simply not there. To make matters worse, their customer service team was completely indifferent to the issue as “a significant amount of time has passed since the original purchase date.” I won’t be purchasing from this brand again.

This website is just a fancy website trying to be a English brand I ordered exactly a month ago and till now there are no where about of my order neither can you contact their customer care to initiate a cancellation and get a refund or discuss about a pending refund.
Speaking of which there was a wrong order as well which was immediately cancelled and till date no return back of money.

I would suggest avoid this website at all cost.

Note: no one responses on their WhatsApp help desk

3 months and still waiting
As of today was supposed to be delivered in 24th April

Showing item is still in Netherlands
Was initially couriered from china to Netherlands god knows why and been there for over 2 months

Waited for a month but never received my shoes. Terrible service. Also, as soon as I asked for a refund, they stopped replying. Do not recommend at all.

I had a very disappointing experience with this company. They failed to deliver my order to the correct address and instead dropped it off at the wrong location. To make matters worse, they actually expected me to go and pick it up myself, which is completely unacceptable considering I paid for delivery.
When I contacted their customer service via email, I did not receive a proper or helpful response. It felt like they didn’t care at all about resolving the issue or taking responsibility for their mistake.
I spent my hard-earned money expecting a basic level of service and professionalism, but instead I was met with inconvenience and poor communication. Very frustrating experience — I would not recommend this company to others.

I was very excited to order a tote bag from Charles & Keith as I had seen many posts on IG with the product. My excitements soon ended as there are a number of issues with this company online and customer service experience.
1. The site and email confirmation confirmed I would receive the bag in 2-5 working days. It took 13 working days (17 days in total) to receive. Normally I wouldn’t mind so much but I had purchased for a gift and it didn’t arrive in time.
2.I ordered the tote in Mulberry Plum colour. The was confirmed on both my order and shipping confirmation emails as well as the information in my account settings. I received the bag in Chocolate colour.
3. Charles & Keith is not easy to get response from. I tried their chat with no response, then sent message through their online form. After waiting a day with no response and no indication if my message got through, I sent a WhatsApp message and email, finally got a response.
4. This is the worst part. The response I got back from Mike T, Senior Client Communication Associate, was there are no exchanges. And I need to pay to ship the item back.

They made the error. And I need to pay to return and order a new one. I’ve responded asking them 1. Why do I need to pay for the “exchange” shipping cost when it’s their error. 2. If I were to order again how do I know I will get the right colour the 2nd time?

Still waiting for a response. But for now- don’t recommend this company as they don’t seem to care about meeting customer expectation

Unfortunately this company falls into the category of - great marketing but poor execution!

April 17 Update: I got your response below and on email. I have sent questions back to customer service right away by email and then prompted twice since I have not received any response.

Do you just respond once and post on trust pilot that you did and then not respond again? Is it about the appearance of being responsive? Please find my case and respond to my questions. Customer service, you can do better!

was stated as 3–7 working days (up to 9 at most), with no clear indication that the item would be shipped internationally. Only after placing the order did I discover via the tracking link that the parcel is coming from China (CN → GB), which obviously impacts delivery time.

What’s more concerning is that the tracking has remained on “shipment information received” for an extended period, suggesting that the item may not have even been dispatched yet.

There has been a clear lack of transparency regarding shipping origin and timelines, and communication has been extremely poor. I have followed up, but have not received a satisfactory response.

Overall, the experience feels misleading and unreliable. I would strongly recommend that the company improves its communication and clearly states shipping details before purchase.

Shipped fast but tracking was very poor. I ordered on the 15th and it arrived on the 31st which isn't too bad, but I received about six different tracking numbers and emails, I started to think I was getting scammed lol. Bag is very nice.

My friend ordered a bag for me from Charles & Keith. The tracking information showed that the parcel was delivered on 17 March. However, when I checked with my building reception, they confirmed they did not receive any parcel for me.
I contacted the delivery company (Team Global Express) to ask for the exact delivery location, but I have received no updates or replies despite multiple follow-ups.
My friend, who placed the order, has also contacted Charles & Keith customer service with all the details, but there has been no reply and no action taken so far.
It has now been almost two weeks since the supposed delivery, and I still have not received my bag. This experience falls far below my expectations of your company.
I kindly request an actual reply and immediate action to resolve this matter.

***Order number: AUS05131469
My friend and I have sent multiple messages to your company. The only response we have received is that, according to the platform, the delivery has arrived and that you are currently inquiring with the delivery company. Your company also told me that emails had been sent regarding my enquiries, but you have not replied to my further responses.
I did not expect this level of service from your company, especially since it is based in Singapore. I was expecting much higher efficiency and more effective solutions. It is clear that the platform shows the package as delivered, yet I have still not received my bag.
Furthermore, after weeks of calling and messaging Team Global Express, all they have done is claim that their driver delivered the package to the correct address — without providing any proof, such as a photo.
This has been an enormous waste of time, and I am completely exhausted from dealing with the issue — especially because this was a birthday gift that my friend bought for me.
Team Global Express currently has a Google review rating of only 1.1 stars, with many customers reporting similar cases of missing packages.
I sincerely hope your company will switch to a more reliable and trustworthy delivery partner. As of now, I have not received the bag, and I would like to request compensation.

This company A BIG TIME SCAM! I return the item with their return label sent to me, and now they can't refund me due to I didn't send the tracking number. I just follow their instructions, it wasn't stated you need to send the tracking number to them and knowing they're the one who gave a label that should be expected that they can track the item. Their reason they can't track cos they received a lot of return each week. It's their job to track what they received each day. That return address it’s within the USA, I expected they received it within a week. I sent the item February 12. I'm their loyal costumer for 6 years. Your return item is their MODUS, they will pretend they dont received it but suddenly they will SELL it with BIG TIME profit cos you already paid the item without refund. NOT ANYMORE!

Dont provide a return label if you all irresponsible to track the item. You gave us HEADACHE do more job as a costumer. You waste our hard earn money that suppose to be to treat ourself at least once in a while.

Shipping was so long. It took a month before the package arrived. Good thing my sister liked her birthday gift.

Love the quality, colors and the styles.
Beautiful collection

Great quality bags but I give 4 stars because shipping took so long. Please improve your shipping timeframes

Worst possible Customer Service
No phone call possible
Un responsive and disrespectful
i had to exchange a shoe ,they kept on pasting me the return policy.I paid way extra for my return .They didn't compensate me for the exhange product either. Disgusting experience
please save yourself the disrespect as they will never compensate for your loss.

Sharing my recent online purchase experience.

I selected my shoe size based strictly on the official size guide provided on the website. Unfortunately, the shoes did not fit and were significantly smaller than expected.

When I contacted customer service, I was informed that sizing may vary depending on design and that the size guide is for reference only. As an online customer, this was disappointing, as the size guide is the main reference available when making a purchase decision.

I was also advised to return the item via international shipping to Singapore. The return cost is relatively high compared to the item value, and no alternative return option was available to me.

I hope there can be clearer sizing guidance and more flexible return solutions for online customers in the future.

I wrote a review here that I am still waiting for my return . It’s been two months since I am waiting.
On this the team got back to me and asked me to email again regarding the refund with my order number.
It’s the 5th email I have sent still no reply.
Poor poor customer service

Do not order from this company. As a first time purchaser, this experience was horrible. They forgot to include my item, avoided refunding me, and their customer service just kept telling me to check boxes I already sent them pictures of. Literally zero solution. I'm reporting this scam, it's unacceptable.

At this point, I don't trust this company and will never order here again.

I ordered a package on February 13. It's March 9 and it still hasn't arrived - that's 24 days. I need the items I ordered next week, but I doubt it will arrive in time even though I ordered so far in advancce. The worst part is that the ecms tracking website does not work so I cannot track where my parcel is. When I contacted customer service over Whatsapp, they showed zero care for my concern. They repeatedly sent me automated messages. One of the automated messages asked whether I would prefer a refund. I declined the refund and said I wanted my items delivered to me. To which they replied with the same automated message asking if I would prefer a refund. It is so blatantly obvious that are not even bothering to read my messages to them and that they do not care about my concerns whatsoever.

Beautiful shoes and really well packaged. Very good experience!

Great bag fast shipping , I found exactly what I was looking for material ,style and price wise !!!