CHARLES & KEITH Reviews 3,558

Really disappointed with my recent order from Charles & Keith.

I placed an order on March 13 and it was shipped via Royal Mail, but the parcel got stuck at the Coventry hub for over a week and was eventually confirmed lost.

What’s more frustrating is the customer service experience — instead of taking ownership as the sender, I was asked to provide “proof” of my conversation with Royal Mail (which was done via phone, so no transcript exists).

As a customer, I expect the brand to handle courier issues directly and resolve things efficiently. I’m still waiting for a clear resolution on whether my order will be replaced or refunded.

Love the products, but the aftercare and support really need improvement.

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
It arrived packaged well
Got 10% off and from start to finish was perfect with the ending amazing
Can’t wait for the weekend when I will be using my bag
Would highly recommend

I’m extremely disappointed with Charles & Keith and their customer service.

I placed an order that never arrived, and despite reaching out multiple times over several months, I’ve received little to no response. When they do reply, it’s vague and unhelpful, with no real effort to resolve the issue.

It’s frustrating and unacceptable that I’ve been left chasing this for so long without a refund or proper explanation. Customers shouldn’t have to fight this hard to get their money back for an item they never received.

At this point, it feels like they are simply avoiding responsibility. I expected much better from a well-known brand, but this experience has completely put me off ordering from them again.

I would strongly advise others to be cautious when ordering online, especially if something goes wrong — don’t expect timely or effective support.

My partner purchased the Ivette bag for me for Christmas and all I can say is the quality of it is SHOCKING. It’s had minimal use and has been stored correctly in the dust bag provided however all the bottom is peeling away despite my careful handling of it. Don’t be fooled by the look of the bag to start with (because it is a very pretty bag upon first glance) because within a month or two it’s going to look so scruffy! I regret asking my partner for it as a present now because the customer service response he received was just as shocking as the quality of the bag, first of all he was ignored for 10 days after the initial response of them asking for multiple high quality photos of the damage and then after he sent a follow up email their response was disgusting:

“Experts indicate that if an item is not used for a prolonged period, particularly without any prior usage, it may undergo changes, including drying and cracking. Exposure to dry humidity and hot weather can cause faux leather or leather to stiffen and crack. Natural moisture within the leather can be depleted indefinitely due to weather conditions.

Our department has reviewed the images of the bag you provided, and we sincerely apologize that the peeling of the faux leather is classified as an irreparable condition. Unfortunately, we cannot assist with any repair or replacement, as this condition is not due to a manufacturing issue but rather an external factor.
Additionally, as your order was placed on 04/12/2025, and more than 30 days have passed since you received the item, we are unable to offer a refund for this purchase”

So basically what the company are saying is that whether the bag is used or not it’s going to end up in an absolute state. Consumer rights state that an item should be fit for purpose for a certain amount of time and this bag is 100% not fit for purpose and it will be getting taken further due to their lack of a refund! Avoid this company and shop elsewhere - I’ve actually had better quality bags from the high street for a fraction of the price so save your money!

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 advertised as coming in a lovely branded box, however this is NOT the case.
It came in a battered, flimsy cardboard packing box and the bag itself is just wrapped in thin plastic.

It’s completely false advertising, and what’s worse is, the people advertising them on social media aren’t even paying for the products and receive them presented in nice box. But the paying customers get a plastic bag.

Do better Charles & Keith and actually look after those PAYING for their items!

I purchased the Ivette bag for my fiancée for Christmas and, like other reviews, we're not happy with the quality at all. She doesn't use it as a daily bag and she stores it in the dust bag it comes with but the faux leather has cracked and peeled off within 2 months. I then contacted customer service and sent photos and the response was that it comes under general wear and tear and they wouldn't help me. I asked for the issue to be escalated and I received no further communication for a month. I then emailed again to chase this up and they tried to tell me because it's not used daily that's the reason it's damaged, which is the most nonsensical thing I've ever heard in my life. Won't be shopping here again and I would advise everyone else to avoid like the plague.

Very disappointed with my experience ordering from Charles & Keith. The shipping is extremely delayed—it’s been almost a month and I still haven’t received my item. There has been little to no update on the tracking, which makes it even more frustrating.

I expected delivery within the stated timeframe, but clearly that’s not reliable. Many other customers seem to be experiencing the same issue, especially with international orders taking weeks longer than expected or getting stuck in transit.

Overall, the long wait time and lack of clear communication make this a very frustrating shopping experience. I wouldn’t recommend ordering if you need your items quickly.

I ordered the bag a month in advance as a gift for Eid. The website says it would take 2-5 working day to b shipped, however it has been over a month and the bag has still not been delivered. I have emailed many times and messaged many times via WhatsApp but the replies are all the same giving me no actual update. I've tried to access live chats however they have absolutely terrible customer service and no one even replies. The last update given was of it boarding the flight on the 28 of February, it is now 12 of march and still no update has been given. I have also requested for a refund, however they said that the order has to b delivered in order to provide a refund. I am very close to believing I have been scammed. I am absolutely appalled from this customer service and will not be ordering form here again.

I’ve been shopping at Charles and Keith for some time, mostly bags. In January I bought a pair of sandals for my upcoming holiday.
On my holiday I took the sandals with me and well… first time wearing them I got few blisters , which I expected as they were new. On maybe the 3rd day the leather label on the insole unglued. Now they are unwearable. I sent pictures to Charles and Keith and they said that’s normal wear and tear and their shoes are not made for beach. Maybe skip them if you want to wear their stuff outside of pavement.

Took ages to arrive, I changed my mind about the shoes and returned the parcel, I have been waiting three months for my return, I have provided them with proof of purchase, which they confirmed they had received, however are now saying it’s the wrong proof of returns and I am still waiting for my refund, which they won’t progress. Their returns tracking portal also doesn’t work.

The bag is very stylish and beautiful. I actually thought i was getting something very good quality but it isnt. The plastic has pealed off in the corner, after using it once. I have sent images to them and still no return. I was like a refund and someone to reply to me!

Do not buy, poor quality product and terrible customer service!
My mum bought the Ivette Woven Shoulder Bag as a Christmas gift for me in the Black Friday sale. When I came to use the bag a couple of days after Christmas I noticed that some of the PU had come away. I emailed a photo and asked for a replacement for the faulty bag. I was told they would not replace it as it was over 30 days, despite it being a Christmas gift I had only just recieved. I asked to raise a formal complaint and then they agreed to a refund. However, I had to provide picures of a cut in the bag and it in the bin before they would send a refund. I sent these photos 3 weeks ago and have had no response from the company! Appauling customer service! I now have no bag and no money.
I originally offered to return the bag assuming they could repair or recycle it, cutting it up and throwing it away seems very wasteful.

I had a very disappointing experience with Charles & Keith.

The staff behavior was unprofessional and lacked basic customer service skills. They were unable to properly handle my concern or provide a satisfactory solution. Additionally, I was disappointed with the quality of the bag, which did not meet my expectations.

When I requested an exchange, it was initially refused. I was then advised to obtain email confirmation from customer care. After receiving the approval email from customer care, the store staff still declined the exchange request. Ms. Mansi stated that they could not break the policy, even though she had previously asked me to obtain confirmation via email.

This inconsistency and lack of coordination caused unnecessary inconvenience. Overall, it was a very frustrating and unpleasant experience.

I’m a loyal customer of many years and have purchased bags, shoes and sunglasses not just for me but for my daughter and grand daughters and have always been happy.
I purchased a pair of shoes online on the 9th October 2025 and after wearing them 3 times (probably around 15 hours in total) they are already falling apart.
On the 12th Feb I sent a email and photos through to customer care and they are saying it’s wear and tear which is absolute rubbish, they are faulty.
Many emails have gone back and forth with no resolution only offering free postage on another pair if I so wished to pay.
This has happened to one shoe only, the other one is perfect. If it was wear and tear they both would be the same.
I am very careful with everything I have and pride myself in that.
I’m so disappointed as the customer care here is zero.
A good and loyal customer gone now over a pair of $89 shoes (with $12 for shipping) They would have cost Charles and Keith a fraction of that…
Not good enough….

Hi I have been trying to get of customer service. I purchased this bag 30 days ago. And already i am facing quality issues. Here are some images please can you get in touch with me thank you.

Though is somewhat light but it’s still good.

I have more shoes by Charles and Keith in my wardrobe than any other manufacturer. They are my go to when I need new shoes or just want new shoes! I have never had a problem with delivery and I have never been disappointed with the shoes. I love them all. I'm a Charles and Keith shoe addict!

Bag took ages to arrive but it was worth the wait.great quality,I would recommend.

I’ve dealt with shocking service and extremely disappointing customer support.I had an item missing from my order and contacted Charles & Keith over two weeks ago. Since then, I have sent multiple follow-up emails, yet I have been ignored continuously which has been incredibly frustrating. I expected far better from a brand like Charles & Keith, especially when it comes to handling missing items and basic customer care. Instead of receiving help or reassurance, I’ve had no proper response or resolution.This is not the level of service customers should have to deal with. I am highly disappointed and would seriously reconsider ordering again unless customer service improves and issues are handled promptly and professionally.

I bought a bag I really wanted from their website. A black "leather" bag with some gold details. I used it a few times (no more than 4), I didn't put much in it because I noticed it was very delicate, I stored it in its dust bag to avoid scratches and more. After the last use, I saw the leather started coming off from the bag's corner. I contacted their customer service, and it seems like they only accept items that are faulty upon arrival. For them, it's normal for a bag start coming apart after 4 times you use it. I wasn't expecting a full refund but at least an exchange or another type of support. So sad, I thought I had bought from a serious brand. Well, better knowing this now than after buying another bag I wanted.