CHARLES & KEITH Reviews 

Absolutely terrible experience. I ordered an item and received something completely different than what was ordered. Return process has been nothing short of a nightmare and STILL UNRESOLVED!?!?

Not only did I have to go through the hassle of returning an item I never ordered, but I also had to pay for the return shipping myself. I STILL have not been reimbursed for those shipping costs, and I haven't even received a refund for the original item I purchased and NEVER received. (I will update this review when I have received full reimbursement)

I have emailed their customer service team MULTIPLE times trying to get this issue resolved, and I wonder if I'm being ghosted??

I recommend NEVER ordering from Charles & Keith.

Disappointing value for money and no response to my complaint

I purchased a shoulder bag from Charles & Keith, advertised at £119, for approximately £100 after applying a 15% discount. I bought it in good faith, believing I was paying for a product that reflected the quality, design and value associated with the brand.

Unfortunately, I’ve since discovered an almost identical bag being sold by another retailer for just £43.

I’m unable to attach photographs here, but I would encourage anyone considering purchasing this bag to compare it with the product available on Kiana Celeen and other retailers. The similarities are remarkable: the overall silhouette, proportions, construction, distinctive attached zip pouch and general design are all strikingly alike. The most obvious difference appears to be the branding.

I completely appreciate that brands have different pricing structures and that customers may pay a premium for branding. However, there is a significant difference between paying a little extra for a brand and paying more than twice the price for a product that appears so closely replicated elsewhere.

It genuinely leaves me questioning what justifies the substantial price premium. Is the quality significantly better? Are the materials different? What exactly are customers paying an additional £57 for?

What makes this experience even more disappointing is that I contacted Charles & Keith directly to raise these concerns and requested a reasonable £40 partial refund as a goodwill gesture. My complaint was detailed and constructive, and I even offered the opportunity to resolve the matter privately. I have received absolutely no response.

For a brand charging these prices, I would expect a considerably better standard of customer service. Ignoring a legitimate customer complaint is not an acceptable way to handle concerns about value for money.

I haven’t used the bag, and whilst I appreciate that I made the purchase, I certainly wouldn’t have done so had I known I could find an almost identical-looking alternative for £43.

Ultimately, this experience has left me feeling that I’ve paid a considerable premium for very little apparent added value, followed by a complete lack of customer service when I tried to address it.

I would strongly encourage prospective customers to do their research and compare products before purchasing. I certainly wish I had.

The delivery with FedEX was catastrophic, i didn’t get my item yet I waited for more than one week now and the delivery date change all the time, my flight is tomorrow and i still didn’t get my items on time, FedEX does not sent notification or reminds before they come home for delivery and they don’t leave the item on the adress neither despite i gave all information and phone number, bad delivery experience for such a high price bag brand actually

If you shopping and this company not ship from your country and sent from singapore don’t be bother paid for 206$ aud stuff never arrive they do sent before without remaining It’s charles and keith i do high volume shopping online they should tell from who this shipping from not just ask comfirmation yes or no by sms in the phone without telling us the detail at all . And I got lots message from scamer all the time anyway . The number message me I can’t ring them back ,aramex mention the other name local logistic they use ,guess what no tracking number I can’t track no number company I can ring too , nothing at all in the internet I can’t search they keep tell me they will sent million time all the time i sent message in instagram they use instagram only , whats app hopeless AI take you nowhere and they never give any number to call to track my shipping , and in their Aramex shipping company notification that my stuff been delivered to my address , really not true at all they liar !!! more then 2 months I don’t get my stuff at all and Charles and Keith only know that the stuff already delivered coz Aramex notification said like that … unreliable at all … dispointed how I can get back my money .. let go 206$ aud very terrible experience your stuff gone money gone ,unreliable at all. The worst exerience i ever had shopping online so far , i am shopper most my stuff online , one time buy stuff from korea have nearly same experience but my stuff arrive at the end i can ring the logistic in australia and short out the problem .Aramex use local logistic in Sydney which not exist in the internet give tracking number that not exist in the internet and hide their detail all the time i ask their phone number , they playing dumb just said they will sent don’t worry and will investigated , sweet answer message in instagram. Telling lie in the internet delivered by 20 september how come ??? Dispointed with Charles and Keith and Aramex my order to Charles and Keith 27 august

Still haven't received my refund. I ordered two pairs of shoes that didn't fit. They got my return on the 7th October, and I am still waiting for a refund 3 weeks later. When messaged to ask where my refund is, you get copied and pasted replies. It's a shame because the shoes were of okay quality, but the shocking customer service is enough for me to never recommend them or use them again. AVOID

One of the worst online shopping experiences I've ever had.

I have done more than 1,000 order online and never experienced anything similar

I placed an order with CHARLES & KEITH to be delivered to my office in London. According to their courier, the package was delivered on October 16th. However, I NEVER received it.

My office building has a dedicated parcel reception team, who thoroughly checked their records and confirmed that no package had been received under my name.

The courier's so-called "proof of delivery" is simply a photograph of the outside of a building. No package, no recipient, no signature. How is this supposed to prove that my order was actually delivered?

I immediately contacted them, explained the situation in detail, and asked them to investigate directly with their courier.

Their response? Essentially telling me to look around the building, check with neighbours, and contact the courier myself (which i did, but courier is not responsible for this according to UK law)

Despite sending 5 emails, I have now been waiting for more a week without any meaningful response, investigation update, or proposed solution.

Under UK consumer law, retailers are responsible for ensuring that goods reach the customer. Yet CHARLES & KEITH seems perfectly happy to leave customers dealing with delivery problems entirely on their own.

Absolutely disgraceful customer service.

I strongly recommend thinking thousand of times before ordering from this company. If something goes wrong with your delivery, don't expect them to help

Worst experience ever. DO NOT PURCHASE FROM THIS COMPANY. I’ve been waiting and insisting to receive my refund for more than over a month. Now they want to change the payment method. Its stressful. I don’t recommend purchasing. My sister also made the mistake of purchasing here and she hasn't received the wallet. It seems like there is a pattern of incompetence from this company. I wont make the mistake to purchase from Charles & Keith again.

If I had read these reviews before purchasing, I would never have bought from Charles & Keith.

Charles & Keith is a well-known brand, which is why I decided to purchase a pair of shoes. I ordered my usual size, but unfortunately, the shoes were too big.

I wanted to exchange them for a smaller size, but there was no exchange option available. The only option was to return the shoes for a refund. I sent the shoes back in late September, and I still haven't received my refund.

The status on the website has been stuck on "Refund Created" for almost a month, with absolutely no progress. I've sent three emails regarding my refund, and I haven't received a single response.

How is a company that takes your money, fails to process your refund, and ignores multiple customer emails any different from a scam?

I genuinely cannot understand how a well-known brand can provide customer service that is worse than SHEIN or eBay.

This experience has been incredibly frustrating and disappointing. If you don't want to experience the same terrible customer service we did, do yourself a favour and don't buy from this brand.

Ordered the square toe slingbacks and a little crossbody on a sunday and both showed up thursday in plain but solid packaging. The heel height matches the photos exactly and the bag is smaller than I pictured though the strap adjusts fine. Nothing to complain about with Charles & Keith so far, I'm already eyeing the card holder.

Probably the worst company I have ever had to deal with. The customer service was terrible, and based on my experience, you should also be prepared for the possibility of receiving what appears to be a returned or previously handled item sold as new.

I ordered a pair of shoes, and they arrived in a damaged box that had been wrapped in what looked like half a roll of tape. When I contacted customer service to return them, the representative was rude and told me I would have to pay the return shipping myself.

I am a Canadian customer, yet they are asking me to ship the shoes all the way to New Jersey. What makes this even more frustrating is that the original package was shipped to me from the same city I live in. Returning the shoes to New Jersey would cost me approximately $70.

The entire experience has left me feeling like their return process is designed to discourage customers from getting their money back. There was zero compassion, accountability, or concern shown for the customer.

And please don't bother replying to this review with the same copy-and-paste automated response. I've already dealt with customer service, and I know exactly how this company handles legitimate concerns.

I will be pursuing my money back through a payment dispute if necessary. This has genuinely been one of the worst online shopping experiences I've had. I'm posting this so other customers, especially Canadians- know exactly what they may be getting into before purchasing from this company.

Stay away.

HORRIBLE!!!!!!!! I ordered and I was double charged with an order along with another item and I tried communicating it with the customer support team and no feedback was provided. DO NOT ORDER FROM THIS COMPANY EVER - SCAMMERS

Terrible return policy and extremely delayed refunds!

I purchased two bags on August 30th and received them on September 20th. Since one of the bags was too small, I returned one bag the very next day and kept the other. I also had to pay $9 for return shipping.

The returned bag was received by the company on September 24th. Today is October 18th, and I still haven't received my refund.

When I dropped off the return, I was told that it could take up to 30 business days to receive my money back. That's an unreasonable amount of time, especially after the company has already received the returned item.

Very disappointing customer experience. A return process should not take this long, and customers shouldn't have to wait weeks to get their own money back.

I got a damaged piece when ordered online. I really liked the bag but when I reached out to them they didn’t bother taking it seriously , has been asking videos which I have sent but definitely buy from store than online.

Worst QUALITY !! BE AWARE before purchasing!
I am extremely disappointed with the product quality and after-sales experience I have had with CHARLES & KEITH.

I purchased a handbag at Abu Dhabi Airport on 11 March 2024 for AED 700 (₹18,458). Despite using it only around five times, the outer material on the handle peeled and separated, exposing the underlying layer after very little rain exposure.
This is honestly the worst-quality faux/PU leather bag I have personally used at this price point. For such an expensive handbag, I expected much better durability.

I contacted the brand with photographs and bank transaction evidence and requested an assessment. Although customer care acknowledged my concern and referred the matter to the UAE team, my request was ultimately declined because of the time elapsed since purchase. No repair, replacement, exchange, or goodwill resolution was offered.

I understand that the brand could not establish the cause of the damage without further inspection, but I am disappointed that no physical assessment was offered as an alternative.

This experience has left me questioning whether the product quality justifies the price. I hope CHARLES & KEITH takes customer feedback about material durability and after-sales service more seriously.
I had genuine interest to support this Asian brand despite reading reviews and now I should have listened to them.
Will never ever purchase from them again or recommend others.

Had worst experience of getting the order which was 3 weeks delayed from the delivery date. After multiple follow ups final got thr bag which had a stain. Immediately processed the return and was taken by surprise that I will have to pay for return. Now they have the received the return as well but the customer service said it will take 45 days to process the return. They are really scammers with an English name sounds like a big brand but are actually poor quality cheapsters

DON'T BUY FROM THEM IF YOU ARE IN EU. THE RETURN AND REFUND IS A NIGHTMARE.

I PAY THE SHIPPING FEE FOR RETURN, SENT BACK EVERYTHING BUT DID NOT GET A REFUND.

CHARLES& keith requested the return to be sent to their return warehouse in the UK. I sent it via Postnl and filled the custom duty form with "return items". The parcel is however holding by UK courier because import VAT is applied (Charles&keith delivered the item from Hong Kong warehouse but requested me to send it to the UK warehouse, the import VAT is therefore charged.)

Charles&keith refused to pay and do not process my return and refund.

I love their products, have bought from them several times and apart from their ridiculously long delevery times (2+ weeks usually) I haven't had any problems.
This time around, however, I bought a pair of shoes (Georgie Chain Loafers) in a size 38 (which is always my size - adidas, doc martens etc.) but I could fit a whole finger by the heel.

Based upon the reviews of people within the EU who have dared to try and return an item, I have decided to not even make an attempt - making Charles and Keith the only company I can think of without a (functioning) return option.

Buy knowing that you cannot return.

I believe every purchase is a chance to celebrate the amazing person you are. My latest experience with Charles and Keith reminded me of that truth in a surprising way. Instead of endless browsing they sent just one option. At first I hesitated but I trusted my instincts and it turned out to be the perfect match. That single choice taught me that clarity is far more valuable than confusion. I felt empowered rather than limited by the selection. The quality shone through just like the spirit of individuality we all carry. Never let a lack of variety dim your light or slow your step. You deserve fashion that speaks loudly to your soul. I am confident I will return to find more ways to express myself. Let us choose boldly and embrace every opportunity with grace.

These people are scammers they never delivered my package to my house after going back and forth they have stopped all communications with me and have not refunded me. I’ve reported this to my bank but I’m writing this so other can be wary of these scammers