“I’ve been a loyal Charles & Keith customer for years, most of my wardrobe is made up of their bags and shoes. I’ve always trusted their products and service, until now.
My parcel was marked “delivered,” but I never received it. The only “proof” was a vague photo of my door, no parcel, no signature, no confirmation of receipt. I even had someone waiting at home to receive it and they checked the area immediately after the email delivery notification came. Nothing anywhere (despite being left in a "safe space").
Despite UK consumer law clearly stating the seller is responsible until the item is received, Charles & Keith refused to help unless I give them CCTV footage or a police report, neither of which I’m legally required to provide. I don’t have CCTV, and no consumer should be forced into the hassle of a police report just to reclaim a missing parcel.
This is not a legal requirement — it’s an obstructive tactic clearly meant to make customers give up.
As the contracting party with Royal Mail, Charles & Keith has full authority to initiate a formal loss investigation or file a compensation claim.
But they refused to do any of this. It’s clear they chose not to, simply to avoid the admin of filing a claim and setting a precedent of refunding undelivered goods.
This isn’t just poor service, it’s a complete failure to meet legal obligations. I’ve reported them to UK Trading Standards and filed a chargeback but this experience has left a bad taste. Charles & Keith: Do better.”
“Absolutely disgusting Customer Service. I ordered two pairs of shoes over a month ago and they are yet to arrive. I have called emailed WhatsApp to them and still no resolution. The shipper has deemed them as lost and Charles and Keith are just bearing their head in the sand acting like there’s no problem keep telling me that they’ll get onto it but it’s now been five weeks and still nothing.”
