Charley Chau Reviews

Name: Charley Chau
Address: Unit F, The Courts, Kestrel Road`, Trafford Park, Manchester
Rating: 4.91

4.9 Rating 1,562 Reviews

98 %

of reviewers recommend Charley Chau

4.9

Based on 1,562 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	5 out of 5
Returns & Refunds
Returns Process	Easy

About Charley Chau:

Charley Chau makes beautiful bedding for dogs that look gorgeous in your home. An award-winning small British business, we focus on designing luxury dog beds and blankets that are cosy, stylish and practical, and made to perform over time. Comfort for our canine customers is paramount, as is styling for our human customers, and we design to a mantra of ‘machine washable everything’. We set out to make the most beautiful dog beds in the UK and we’re proud to say that we now have customers in over sixty countries around the world.

Visit Website

Phone:

0161 848 8702

Email:

marketing@charleychau.com

Location:

Unit F, The Courts, Kestrel Road`, Trafford Park
Manchester
M17 1SF

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Charley Chau 5 star review on 4th April 2024

Raquel C

Charley Chau 5 star review on 27th February 2024

Anonymous

Charley Chau 5 star review on 25th February 2024

Anne C

Charley Chau 5 star review on 9th February 2024

Anonymous

Charley Chau 5 star review on 22nd January 2024

Penny S

418

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very expensive feel ripped off. £50 plus expensive courier too. Wont be ordering anything else”

Helpful Report

Posted 3 months ago

Hello Jacqui, I am very sorry to read that you are so happy with the Double Fleece Blanket you purchased and feel that you have been ripped off. When we started Charley Chau back in 2010, we made a very deliberate decision source our materials and have our products made for us here in the UK in order to support the small manufacturing companies based here. We still work with the same amazing teams we first began working with back in 2010 and feel very lucky they work with us. The costs of manufacturing anything in the UK is I'm afraid more expensive than if we were to have our products mass produced overseas but we believe supporting local businesses is vital. In terms of the postage, Charley Chau is still a small business and unfortunately, the volume of parcels that we send is tiny when compared to much larger companies like John Lewis or Debenhams and we are not offered the same rates as these companies so our postage charges are more expensive. In 2022 the bill for courier services and packaging to ship our customers' orders came to over £80,000. We are a tiny business and that is an enormous bill - one that it's just not possible for us to absorb. And so we charge postage, at cost, on all orders. I should also point out that if you had contacted us at the time and let us know you were unhappy with the purchase, the blanket could have been returned and we would have issued a full refund, including the postage. Best wishes, Jenny

Posted 2 months ago

“hmm, I don't have the bed yet it was delivered and no calling card was left so im having to have it re-delivered a week later. It missed my dog's birthday which was today. Not ideal”

Helpful Report

Posted 4 months ago

I'm sorry you didn't receive your order in time for your dog's birthday. All our deliveries require a signature on arrival and are not left unattended if no one is there to sign for the parcel as the insurance would be invalidated. The drivers will try to leave with a neighbour if possible otherwise parcels are returned to the local depot and sent out for delivery again the following working day. Parcelforce are generally reliable but sometimes deliveries do not go as planned. Unfortunately, once parcels leave our HQ, we have no control over the delivery and we are in the hands of the courier companies.

Posted 4 months ago

“The pack has arrived 10 days after my order and they asked me 35 euros more to pay for the custom fees. How it is possible? If I knew it before I wouldn’t buy anything.”

Helpful Report

Posted 6 months ago

Hello Roberta, Thank you for leaving your feedback and I am so sorry the customs fees you were charged came as a shock to you. Unfortunately because the UK is no longer a member of the EU, our orders are now subject to customs charges prior to delivery plus administration charges applied by the courier. Charley Chau has no control over these fees and does not receive any part of them. More information is available here - International Shipping - https://www.charleychau.com/pages/international-shipping. And as a result of this, all non-UK orders placed on the Charley Chau website are now tax-free as we remove the UK VAT from the prices. And any customer viewing the website outside of the UK is quoted the VAT free prices. I hope this explains the charges and again I am so sorry your were surprised. Best wishes, Jenny

Posted 6 months ago

“Still awaiting delivery”

Helpful Report

Posted 1 year ago

Hello Mary, I am sorry to read that your order has not arrived. Please would you direct your query to hello@charleychau.com as for obvious reasons we cannot divulge any of your order information on this public forum. Best wishes, Jenny

Posted 1 year ago

“I purchased the new winter warm snuggle bed in medium for my dachshund who is 7kg. The bed is too small - as the sides taper down the usable space is in reality less than the measurements provided. She would definitely need a large, but the bed is also poor quality and not suitable as a proper bed and so I am returning it rather than exchanging. The base is a basic cushion and it feels unstable and insubstantial - it really is only suitable for use as an occasional day bed for a very light dog. I had high hopes for this bed and am disappointed, it feels cheaply made and does not reflect good value for money.”

Helpful Report

Posted 1 year ago

I’m so, so sorry to see that you were so unhappy with the Winter Warm Snuggle Bed that you purchased. We are absolutely committed to delivering exceptional quality and we’re genuinely shocked to see such strong negative feedback on the Winter Warm Snuggle Bed. I also tried to call you and have sent an email to you privately to make a plan to bring back the Snuggle to issue a full refund. We will of course take a good look at the bed that was sent out to you when we receive it to check whether or not there is an issue with the specific bed that was sent to you. We have robust quality check processes in place but once in a while we can miss something despite our best efforts. Until we’ve seen the bed that you received, we obviously can’t address your feedback on the bed in specific detail. Speaking generally about our Snuggle Bed though, it has been tried and tested by literally thousands of happy customers all over the world since 2010, including by a very large number of Dachshunds of all shapes and sizes from tiny Minis to stately Standards. I’m really surprised at your description of our mattress as being a “basic cushion” as it is not constructed in the same way as a basic cushion. Our mattresses are constructed like sofa-seat cushions with baffles (panels of fabric) stitched inside the casing to make internal wall panels that prevent fibre from moving around to ensure that the mattress is stable and stays supportive over time. Plus the baffles ensure that the fibre stays evenly distributed throughout the mattress’ lifetime, even after being washed in a machine. As far as I am aware, we were the first dog bedding designer to use this construction in our dog beds in the UK and it has since been copied by other brands. The weight to size ratio of hollow-fibre filling that we use is much higher than other dog bed makers in the UK. If anything, some customers feel they are perhaps too firm and too well filled so I am genuinely shocked to hear that you think the mattresses are insubstantial. The Velour Snuggle Beds are made with an upholstery quality velour fabric that is super soft to touch and is most commonly found on smart sofas and armchairs and then the lining fabric is knitted specially for us in Yorkshire. Like the Snuggle Bed design itself, both fabrics have been tried and tested by thousands of our customers all over the world. Our beds are sewn by specialist teams in the UK specifically to deliver exceptional quality of construction. So again, I am just so sad that someone would think they are not of good quality. In terms of size, as you mentioned in your comments, it sounds like the Medium is too small for your Dachshund but we do have a very large number of Miniature Dachshunds who use the Small and Medium size beds very comfortably. Standard Dachshunds are usually in the Large size but breed size does vary a lot across all breeds. Our own Italian Greyhounds are much taller than Miniature Dachshunds but generally comparable in the weight range for Mini Dachshunds, and all of our dogs get in and out and sleep in the Medium size Snuggle Bed very happily and have done for over a decade now. We do state on the product page where you placed your order “Please allow slightly more room for your dog when choosing a Snuggle Bed size as Snuggle Beds need to be slightly larger than a standard dog bed that a dog would lie on top of because of the stitched in blanket top. If in doubt please measure your dog and drop us a line on hello@charleychau.com and we'll be happy to advise.” so I’m sorry that it appears that the size you ordered was not suitable for your dog, we are obviously happy to advise on size in advance of an order when a customer contacts us. Once again, I really am so sorry that you feel that the Snuggle Bed is not of a standard you expected. As mentioned above, we’re really very sad to see this review. We will take a good look at the bed that was dispatched to you when we receive the return and see whether or not there was something wrong with the specific bed that you received. We will of course be issuing a full refund including your original shipping fee paid once we receive the bed. Kind regards, Christine

Posted 1 year ago

“Second bed I brought from this company. This bed came and had blacks marks on the fur which were quite obvious. Emailed customer service regarding this and when I asked for a partial refund due to the damage to the fur they just didn’t get back to me. Awful customer service”

Charley Chau 1 star review on 8th August 2021

Helpful Report

Posted 2 years ago

Hello Charlotte, I am sorry you are so unhappy with the service you received from us. We received your order on Friday, 18 June for a medium-sized Snuggle Bed cover which was dispatched later that day. And was delivered on Tuesday, 22nd June at 11.14am. 1) We received your first email on the 22 June at 12:20 in which you queried the “dirt/black on the fur” and enclosed several pictures. I have uploaded the same photos under your review for reference purposes. 2) After reviewing the photos, we replied to your email at 12:41 and explained that it was not dirt as our covers are stored in plastic bags on shelves before they are picked for packing. We also explained that on rare occasions, random coloured particles of acrylic can get into the cream acrylic before weaving and so a few strands of these colours can appear in the cream faux fur when it’s woven, but these strands would not affect the performance of the Snuggle Bed cover. We offered to send a replacement cover to you for delivery on Wednesday, 23rd June and to arrange for the cover you had been sent to be collected at the same time. 3) In your reply at 13:36, you explained that you would be working away for a week so the 23rd would not be convenient. You also asked what the latest time Parcelforce was would deliver/pickup was. 4) We replied to your question at 13:58 and explained that we couldn’t arrange a collection for the same day and the earliest one could be arranged was on the next day, Wednesday the 23rd and the latest time Parcelforce would collect from your address was 4:30pm. Unfortunately, Parcelforce does not allow ad hoc collection bookings for the same day. Because the 23rd was not convenient for you, I suggested emailing a return label to you so the cover could be dropped off at a Post Office instead, but that we would still be able to dispatch a replacement cover for delivery the next day. Or arranging the delivery to/collection from your work address if that was allowed. As we didn’t hear back from you after this, we marked the matter as closed. You state in your review that you requested a partial refund and never received a reply. I have checked our email system and I’m afraid we missed your next email to us, which was sent on the 30th of June at 10:51am, 8 days after the email exchange, which is why you did not receive a further response from us. 5) In the email dated the 30th of June, you explained you were away for work for the last week and that your dog needed a bed, so you had to use the Snuggle Bed cover although you were “very disappointed with the quality” and had “ordered from you before and havnt (sic) had this before” “This bed is very expensive as as (sic) it wasn’t up to normal standards can I please request some kind of compensation for this.” We pride ourselves on offering great customer service and try to resolve any issues that may arise to everyone’s satisfaction. And, of course, we want all our customers to be happy with their dealings with us and their purchases from Charley Chau. And so, for missing the email sent on the 30th of June, I am very sorry. However, in this instance I’m afraid we do not believe we have an obligation to offer any kind of compensation or partial refund. We offered to exchange the Snuggle Bed cover and send a replacement immediately, and to arrange a collection/return for the original cover we dispatched. And then suggested alternatives/options when the next day was not convenient for you. Instead, you decided to keep and use the Snuggle Bed cover. I’m sorry we cannot be of more help in this instance. Best wishes, Jenny

Posted 2 years ago

“unfortunately I haven't received my order yet ... after 15 days from confirmation.....”

Helpful Report

Posted 2 years ago

Hello Francesca, I am very sorry your order hasn't arrived yet. As I explained in my reply to your emails earlier today, your order was dispatched on 16 July using the Royal Mail's International Tracked and signed service, which has a transit time of between 5 to 10 working days. After checking the tracking information with Royal Mail, according to them the parcel left the UK on 21 July and was handed over to their delivery partner. Poste Italiane is responsible for the delivery in Italy. The only tracking information given for the parcel on Poste Italiane's website is that it is in transit. The parcel may not have been scanned since leaving the UK hence the lack of information. The parcel could also have been held up while waiting for customs clearance on reaching Italy. Unfortunately, once the parcel has left us and in transit there isn't anything we can do. It is out of our control I'm afraid which for us is extremely frustrating. Although most of our EU deliveries have gone smoothly, some have been delayed. Brexit and I am loathe to mention this but the global pandemic have both had an adverse impact on services. As I also mentioned in my reply to your email, I will be keeping an eye on the parcel's progress but this may be a case of being patient and waiting a little longer for the parcel to arrive. Best wishes, Jenny

Posted 2 years ago

“I live in Spain, and Iam a la long time client of Charley Chau’s. I just bought our fourth snuggle bed for my whippets. Thanks to Brexit, I had to pay 46 euros of custom tales to be added to the 30 GBP cost of the shipping to Europe . True, you have a disclaimer on your website. It would have been nice to know beforehand. Your products are no longer affordable for me and I am really disappointed”

Helpful Report

Posted 2 years ago

Hi Magali, I am very sorry you are unhappy with your last order and you feel that we have not been upfront. The UK's departure from the EU has brought about many changes one of which is that our orders are now subject to local VAT. In response to Brexit, we made changes to our website which means that the VAT (UK sales tax) is now automatically removed for all non-UK orders at checkout. Your order was for a medium Snuggle Bed in Velour Cloud. The3 full retail price for the bed is £115 but you were charged £95.83 after the VAT of £19.17 was removed, plus shipping of £30. Your order with us was tax-free. Brexit means orders from the EU are now subject to local VAT and for Spain I understand it is charged at 21% which is more than the UK's 20%. There's more information available on the International Shipping page of our website - https://www.charleychau.com/pages/international-shipping Unfortunately, the customs charges are out of our control but are now part of the reality of the UK no longer being an EU member and not something we at Charley Chau wanted. Please feel free to email us at hello@charleycau.com if you have any other questions. Best wishes, Jenny @ Charley Chau

Posted 2 years ago

“Disappointed. Wrong size sent (twice too small) and the shipping to return is more expensive than the cost of the collars.”

Helpful Report

Posted 5 years ago

I’m so sorry that you were disappointed with your order. We looked back through all of the emails that were exchanged at the time. It’s such a shame that the first collar that you ordered was the wrong size which meant that while we made and sent the exact size that you ordered, it was not suitable. We did offer to have another collar made for you as an exchange but as the shipping to return the collar from overseas was expensive you decided to order another one rather than return the original collar. We shipped the second collar ordered with another item to ensure that we minimised your shipping fees too but were not aware of any further problems with sizing. If we have made an error we will, of course, do as much as we can to rectify the problem so if there was a problem with the second collar that we sent to you please do let us know and we will endeavour to resolve the problem. Best wishes, Laura

Posted 5 years ago

“I ordered a bed for my new disabled rescue dog (as he kept sleeping in my other dog's charley Chau bed despite being too big for it) on July 31st during the summer sale. The next day I was told it was out of stock, but that new stock would be arriving towards the end of the following week, so I decided to wait. On Thursday Aug 9th I sent an email asking if they were back in stock yet. I received a prompt reply the following day (so far so good) saying that they had spoken to their sewing team and delivery would be on Monday (Aug 13th) and that they would update me then...... It is now October 26th and I've had zero further communication from them. I've been checking their website periodically so am aware the bed is STILL showing out of stock, now along with 2 other colourways. But surely given I paid for this bed at the end of July (ironically I also paid for next day delivery) and it's now been over 12 weeks (3 months!) since I placed the order, I should reasonably have been able to expect an update instigated from their end (without me having to chase again). So while I'm sure their products are great (the previous bed is lovely) their customer service leaves a bit to be desired (IMHO). I wouldn't usually place a negative review but I've been sent numerous emails now asking me to review my 'purchase', so well here it is.... :(”

Helpful Report

Posted 5 years ago

Hi Melanie, I am very sorry this reply is late, we have been at the Spirit of Christmas Fair in London. I am also very sorry for the late delivery of your Deeply Dishy Dog Bed. This was dispatched on Monday this week and I can see that the delivery to you took place on the 30th. Again we would like to apologise that you had to wait so long for your Charley Chau product. Unfortunately, our sewing team was very late in their delivery to us. We do hope that you enjoy your Charley Chau bed. If there is anything you would like to discuss please do email us at hello@charleychau.com

Posted 5 years ago

Charley Chau is rated 4.9 based on 1,562 reviews