First time ordering items from Charles & Keith. My order was good looked just how it was advertised, but My order took far too long to arrive, 12 days in total, then there was issues from the courier... See more
Company replied
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Review summary
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The bag is beautiful, i would buy again but i have rated this 3 because delivery was 12 days yet on the website it says 2 to 9 days, that was very inconvenient
Company replied
The bag is beautiful but the delivery took almost 2weeks. I would highly recommend but please do something about delivery time frame
Company replied
Overall, I am satisfied with the Charles & Keith brand. I ordered a bag because I liked its design and size. However, as it is a crossbody bag, the strap was too short for comfortable use. I had to... See more
Company replied
Company details
Written by the company
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Contact info
United Kingdom
- charleskeith.co.uk
3.3
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Quick delivery and beautiful shoe s i…
Quick delivery and beautiful shoe s i am very impressed
26 December 2025
Reply from 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
I will forever love Charles & Kieth…
I will forever love Charles & Kieth bags! The bags are so versatile & so classy and elegant. I bought several bags recently and all are works of art! My current favourite is the XL Calla tote bag in the dark brown colour, which I have been using everywhere (I mean everywhere)! It's so versatile with its changing shape that I can wear it day-to-day on the go, or even to travel, out for lunch, running errands, when shopping, going to work- you name it.
26 December 2025
Reply from 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
Reply from 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
the bag is very beautiful!
24 December 2025
Reply from 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
You have such a bad customer service
You have such a bad customer service. And it is not for the first time. I experienced it for twice and will never buy anything from you again. I wish I could give you a 0 star rating.
25 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. This is certainly not the level of service we aim to provide. Your feedback has been noted and will be shared with our team to help improve our customer service. We sincerely regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from 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
Reply from 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
Reply from 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
Reply from 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
Absolutely terrible company
Absolutely terrible company. I have placed an order that supposed to be delivered withing 2-5 working days. I was contacting customer service who basically ignored my emails and request to cancel the order after 3 weeks of waiting.
Order came months after the order was placed, despite the fact I cancelled it as I was traveling abroad.
I got no notification that it was delivered to my neighbour.
I am appalled by the cutomer service literally ignoring my emails, zero contact, long waiting time. Will never use again and will discourage my friends and family to ever use this company.
21 November 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the experience you’ve had and understand how frustrating this must have been. We sincerely apologize for the delays, lack of communication, and any inconvenience caused by the delivery issues. Your feedback has been noted and will be shared with our team to help improve our processes and customer service. We truly regret that this experience did not meet the standards we aim to provide.
Best Regards,
CHARLES & KEITH Customer Service Team
Amazing bag very classy and well priced…
Amazing bag very classy and well priced
10/10
21 December 2025
Reply from 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
Gorgeous shoes and super fast delivery
Gorgeous shoes and super fast delivery. At last I’ve found affordable and really nice shoe choices in size 35. Please don’t ever stop stocking this size.
20 December 2025
Reply from 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
Reply from 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
Never arrived
Never arrived. Having to chase royal mail to get my parcel spending hours on hold to get to speak to someone because Charles & Keith won't respond to their customer emails.
18 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration this has caused. Our records show that the order has already been delivered. If you have not received it, please email us at customers@charleskeith.com so our team can assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from 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
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 January 2026
Unprompted review
Reply from 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 January 2026
Unprompted review
Reply from 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
Reply from 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 December 2025
Reply from 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 December 2025
Unprompted review
Reply from 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
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