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 disappoint... Mehr ansehen
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
To say I’m disappointed is an understatement. I purchased this bag after seeing it advertised on social media by Charles & Keith themselves and also ‘influencers’ The posts showed it being adver... Mehr ansehen
Unternehmen hat geantwortet
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... Mehr ansehen
Unternehmen hat geantwortet
I have been shopping with CHARLES & KEITH for over 10 years, and they have never let me down. Their products are always stylish, well made, and excellent quality. Whether it’s shoes, handbags, or... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Kontaktinformationen
Vereinigtes Königreich
- charleskeith.co.uk
3,3
Akzeptabel
3557 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 99 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 48 Std.
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Das haben sich andere Leute angesehen
Unhelpful customer service
Hi ordered 2 pairs of the same boots so I could try 2 different sizes, they were on the same ordered but they were shipped as 2 separate large boxes. I processed a return but only received 1 return code. When I contacted customer services about this on 5th January (after multiple attempts at using their online chat service but having no agent contact me) - they responded on the 7th Jan to state "Please note that one online order is entitled to one return label only. Kindly arrange for a larger carton so that both items can be packed together and returned using the same label.". The boxes are very large and I don't know who expects to have a box that big for both. Furthermore the boots were not at all as described. Giving 2 stars because I got at least 1 response after many failed attempts.
7. Jänner 2026
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re really sorry to hear about the inconvenience you faced with your order and return, and we truly understand how frustrating this experience must have been. Thank you for taking the time to share these details. Your feedback on the separate shipments, return process, and product description has been noted, and we’ll be sharing this with the relevant teams to review and improve. If you still need assistance with the return, please reply on the same email thread so we can look into a suitable solution for you.
Best Regards,
CHARLES & KEITH Customer Service Team
Very poor customer service
I re-route the delivery of my order to pick up the parcel to the nearest post office as the scheduled delivery I am at work. The deliveryaccepted my request but still delivered outside main door of the flat. The parcel gone missing. This Charles&Keith company asking me to provide CCTV or Police report so they can deal with my complain. The fact that delivery company accepted my request. The delivery company now denying that my parcel is not guaranteed with my request and it depends on the courier decision. What the hell! It is not my responsibility of your customers to provide any documentation. It is both of your agreement companies & delivery service that your customer’s parcel is delivered safely! So the email as I concluded that if I will provide they required, they will deal with my request. So if not? What will happen to my money then that I paid?
8. Jänner 2026
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Antwort von 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
Everything about you is 99.9 perfect…
Everything about you is 99.9 perfect continu with your good job
17. Dezember 2025
Antwort von 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 ordered a pair of heels and a…
I ordered a pair of heels and a matching bag, but to my disappointment, the bag that arrived was not the one I had chosen. When I received the package, the box was visibly damaged and had been open prior to delivery. I promptly reached out to customer service, providing all the necessary proof regarding my order. They instructed me to return the incorrect item, which I did three weeks ago. Since then, I’ve been anxiously waiting for my refund, but it still hasn’t come through. To make matters worse, I’ve found it incredibly difficult to lodge a formal complaint about my situation. The customer care services are so bad, no one replies to your emails.
20. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Avoid this company, once they have your money they do not care …
I ordered two pairs of shoes at a cost of more than £170. Both pairs had ripples on the inside top of the shoe that made them uncomfortable and left marks on my feet. When I contacted the company they asked me to send photos but I explained that it was not possible to capture a picture of that area. On that basis the company refused a refund. I was disgusted by their attitude. I would have been happy with replacements ( it was one shoe from each pair that had the issue) but they were not interested. I did offer to cut the shoes up so I could open them up and take photos to highlight the stupidity of their attitude but they were not up for any further discussion. Do not shop with this company
7. September 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please be assured that we conducted our review based on the information available and followed our standard process. While we understand this is disappointing, your feedback is valuable and will be shared with the relevant teams to help improve our services.
Best Regards,
CHARLES & KEITH Customer Service Team
Great quality
The shoes I ordered felt solid and excellent quality - can't verify as I returned them due to sizing.
30. November 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re glad to hear you were happy with the quality of the shoes. We hope your next purchase will be a perfect fit, and we appreciate you taking the time to share your experience.
Best wishes,
CHARLES & KEITH Customer Service Team
RIDICULOUS COMPANY!!!
RIDICULOUS COMPANY!!!
DO NOT ORDER FROM THIS WEBSITE - I have had an ongoing issue which I am currently in emails about (been going on for 2 months). Have started a WhatsApp chat and no reply….shock.
Pretty sure I’ll get a message saying our team are currently being delayed due to Christmas but has been sending me the same emails asking me to provide cctv evidence of delivery like I am a security camera!
I will never be purchasing from here again and by the looks of everyone else’s reviews nor will a lot of people.
Literally if you sorted your customer service out you have the potential to be such an amazing company.
Absolutely ridiculous I want my refund, go through your emails and help your customers!!!
1. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Over a month delays in delivery
I’ve ordered a bag online since November 30 and it hasn’t been delivered til now January 7, 2026!.. think twice before ordering from them online if you are in the UK
30. November 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email. If the parcel is confirmed lost, we will issue a full refund.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
Placed my order on 26th November and it…
Placed my order on 26th November and it was delivered on 18th December. It was delivered so late. Since it was a gift for someone and it was no point of keeping it
Placed a return on same day and sent it back to post office very next day. Still haven’t received my refund
Such a shitty service Charles and Keith
26. November 2025
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be, especially since it was a gift. Please allow some time for us to receive your return. We will follow up via email once it has been processed and your refund issued to your original payment method.
Best regards,
CHARLES & KEITH Customer Service Team
AVOID!
AVOID!! My mum bought me a bag for Christmas and paid £12 pound for a gift bag which was too small to even fit the actual bag in! she was told she can’t be refunded the £12 gift bag even though it was too small in the first place!
Also they don’t do extended delivery times for Christmas so although the bag isn’t my cup of tea she is unable to return it now as the 30 days have passed. Do not buy as a gift for someone! Avoid!
Going from all these reviews it’s clear who the problem is here. Terrible customer service.
6. Jänner 2026
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please write to us via email at customers@charleskeith.com so our team can assist you directly. If a delivery is delayed, we will extend the return period to ensure the item can still be returned. We appreciate your feedback, as it helps us improve our services.
Best regards,
CHARLES & KEITH Customer Service Team
Awful customer service and professionalism
If I could give this company zero stars, I would. Their customer service is unacceptable and completely unprofessional. I have been trying to obtain a refund for over three months and have been ignored on numerous occasions. I have contacted them multiple times via email and WhatsApp with little to no response. Despite repeatedly claiming that my refund has been processed, no refund has been received. At this point, it appears that they are withholding my money, which is illegal. I would never trust this company again and I would never recommend this company to anyone.
1. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration this has caused. Please note that your refund was processed on 13 December via your original payment method. We kindly ask that you check your account or payment provider to confirm receipt.
If you still do not see the refund, please reply on our current email thread and we’ll be happy to assist you further.
Thank you for your patience and understanding.
Best regards,
CHARLES & KEITH Customer Service Team
Great boots
I bought a pair of boots for my daughter and she’s delighted with them. They are very comfortable and look very smart. The delivery was very efficient too.
17. Dezember 2025
Antwort von 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
Was expecting the product before…
Was expecting the product before Christmas, but received it a week later, which I wasn't happy about as it was a present for my mother.
The bag itself was beautiful and she loved it.
THANK YOU
16. Dezember 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We’re delighted to hear that you’re happy with your bag! We also appreciate your feedback regarding the delivery time and will take it into consideration.
We look forward to welcoming you back soon. Don’t forget to subscribe to our newsletter on our official website to stay updated on new arrivals and promotions.
If you need any further assistance, please feel free to reach out to us at customers@charleskeith.com
Best regards,
CHARLES & KEITH Customer Service Team
Quick postage
Quick postage, gorge looking shoes but knocked a star off because they’re so uncomfortable and difficult to walk in
16. Dezember 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re glad you loved the design and that your order arrived quickly!
We’re sorry to hear that the shoes weren’t as comfortable as expected. Your comments are valuable, and we’ll share them with our product team for consideration in future designs.
We hope to delight you with more styles that combine both style and comfort in your next visit!
Best regards,
CHARLES & KEITH Customer Service Team
Very bad experience
Very bad experience, suggest to all don't buy online from charles & keith official website, still waiting parcel from royal mail but unfortunately we not getting our parcel,ordered date:28 November and now 2 January,Royal Mail loss our parcel and in uk no any coustomer service from charles&keith.
4. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email. If the parcel is confirmed lost, we will issue a full refund.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
I still haven't received the purchase…
I still haven't received the purchase that I made so pretty difficult to give positive feedback.
15. Dezember 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Please note that during the holiday season, customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines. Rest assured that we are working to get all orders to our customers as quickly as possible.
If you need further assistance, please feel free to contact us at customers@charleskeith.com.
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Lovely bag no major issues
Lovely bag was ordered and received. Happy with the product.
The only downside was the long delivery time, which took more time than expected.
14. Dezember 2025
Antwort von CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We’re delighted to hear that you’re happy with your bag! We also appreciate your feedback regarding the delivery time and will take it into consideration.
We look forward to welcoming you back soon. Don’t forget to subscribe to our newsletter on our official website to stay updated on new arrivals and promotions.
If you need any further assistance, please feel free to reach out to us at customers@charleskeith.com
Best regards,
CHARLES & KEITH Customer Service Team
perfect online purchase
everything from the product to shipping was done perfectly. highly recommended
28. November 2025
Antwort von 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
Boxes Filthy and Shoes made entirely too small
I ordered 3 pairs of shoes for my daughter for christmas, totaling $232.00. When the shoes arrived the boxes were filthy dirty with soot all over them. I reached out the company and they gave me some ridiculous excuse as to why that may have happened. Then, my daughter tries them on on christmas morning they do not fit. Not only do they not fit, they were well over a size too small. She is a size 11 and that is exactly what I ordered for her. I explained the situation to their customer service department and wanted them to provide a return label free of charge and they would not as they do not consider shoes not fitting an issue. When I buy the correct size and they don't even come close to fitting then there is a massive problem. I would NEVER recommend this company for products.
25. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. While all our shoes undergo quality checks before shipping, we acknowledge the inconvenience caused when the fit isn’t right. We appreciate your feedback and will take it into consideration to improve our services.
Best Regards,
CHARLES & KEITH Customer Service Team
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