charleskeith.co.uk

I had a very disappointing experience with Charles & Keith. The staff behavior was unprofessional a

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.

Date of experience: Feb 19, 2026

I’m a loyal customer of many years and have purchased bags, shoes and sunglasses not just for me but

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….

Date of experience: Feb 18, 2026

Disappointing experience with my order

I ordered a pair of heels along with a matching bag, but unfortunately, the bag I received was not the one I selected. Upon opening the package, I noticed that the box was damaged and had apparently been opened before delivery. I immediately contacted the support team and provided all the necessary proof for my order. They told me to return the incorrect item, which I did three weeks ago. Since then, I have been eagerly awaiting my refund, but it has yet to arrive. To make things worse, I have found it extremely challenging to file a formal complaint regarding my situation. The customer care services are lacking, as no one responds to my emails.

Date of experience: Jan 11, 2026

Frustrating Experience with Payment Issues

I made a payment for an order, but the system indicated a payment failure and suggested that everything remained in the basket, prompting me to attempt payment again. This resulted in being charged twice. I reached out to the support team right away, and they assured me they would cancel the duplicate order, but they still made mistakes. Some items from the duplicate order were sent, while others were not, and the full payment was retained for an extended period without any product or refund. I contacted customer service multiple times, but they often refused to help or didn't respond at all. They did acknowledge in writing that their system occasionally scams customers into double charging. It's unfortunate that they did nothing to resolve the issue or communicate effectively. Very disappointing experience with poor customer service. I will certainly avoid spending any money with this company in the future.

Date of experience: Dec 27, 2025

Poor w

Date of experience: Dec 26, 2025

Extremely disappointing online shopping experience!

This has been the most frustrating online shopping experience! I ordered and paid for two bags but only received one incorrect bag, which is significantly cheaper. I reached out to the customer support team, and they mentioned I could return the wrong bag for a refund of the total amount I paid for both bags, including the shipping fee. After two weeks, I confirmed they received the return (I tracked it), yet there's been no response or refund. Customer service has ignored all my emails sent repeatedly over several weeks. I'm still waiting for my refund and the promised shipping fee. As a frequent online shopper, I've never encountered such issues with other online retailers, but this experience has been a nightmare. I recommend steering clear of this online shop. The physical stores are much better, with friendly staff in Asia.

Date of experience: Dec 25, 2025

Stay Away!! :(

Stay away! I ordered in November, and it finally arrived yesterday. There were no email updates, and customer service was unresponsive. I also received no courier updates once it entered the country. They attempted delivery several times while I was at work, but I had no information about who was delivering my package or any email notifications. The box arrived in very poor condition, and given that this was the most I’ve spent on a bag, I am extremely disappointed with this service.

Date of experience: Dec 24, 2025

I will NEVER order from this company again…

I will never order from this company again. I ordered a bag for my wife to be delivered in the UK on December 10, as it claimed 3-day delivery. Today is December 19, and I’m still waiting. Customer service is terrible; it’s like talking to a wall. My first email was ignored, and on my second attempt, I received a reply that didn’t even apologize, just gave me a tracking code that doesn’t work and said it should arrive next week. If I had known it was shipping from abroad, I wouldn’t have ordered. I’m surprised that other stores even carry products from a company that can’t keep its promises. Avoid this brand!!

Date of experience: Dec 19, 2025