Charley Chau Reviews

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

4.9 Rating 1,564 Reviews

98 %

of reviewers recommend Charley Chau

4.9

Based on 1,564 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Took ages to arrive with no explanation other than on the 2 occasions I had to call up to chase my order. Was told they had had a lot of orders for the did bed that I ordered but didn’t really apologise I waited over 3 weeks not the 2 days that was stated when I ordered. When the bed came I was happy with the quality of the bed but was smaller than expected. I have a French bull dog albeit a big one but I’d definitely say a large rather than medium would have been more Suitable. If it hadn’t taken so long to come I’d have swapped it but by this point I was just happy to have something.”

Helpful Report

Posted 4 months ago

Thank you for taking the time to provide this feedback. We are of course sorry that it has taken so long for your order to be received, and for the lack of explanation you were given when you called. We certainly understand your disappointment and we do apologize. We appreciate you providing us with this feedback so that we can improve our customer service.

Posted 4 months ago

“Service and supply was fine.”

Helpful Report

Posted 1 year ago

Dear Jane, We take our customer service very seriously, and strive for a very high standard. Please do let us know if there is something you feel we could have dealt with differently. Kind regards Kerry

Posted 1 year ago

“International order: Expect to pay further 30% (including handling fees from the delivery company), despite paying already 30 GBP (!) shipping costs. Customer service/communication sounds a bit unprofessional. Product looks nice.”

Helpful Report

Posted 1 year ago

Hello, Thank you for taking the time to leave your review. And I’m sorry you feel my communication with you was unprofessional. With regards to the additional charges that were levied against your order by your country’s customs authority and the handling charges from the courier: Unfortunately, because of the UK leaving the EU, all orders we send to EU countries are now subject to import duties, local VAT plus any handling charges from the courier. The charges which are now levied on all the orders we dispatch to the EU are imposed by the local government authorities and completely out of our control. Unfortunately, the additional charges from the courier company, and all other courier companies, are due to the additional work that is now required from them. Again, we have no control over these handling charges which are applied after parcels are collected. Charley Chau does not receive any part of the taxes or surcharges that are subsequently applied after an order has been dispatched. With your order, these charges equated to 30%. Orders received for delivery internationally are not charged at the full UK retail price. Although we are under no obligation to do so we feel it is a small gesture for our customers when taxes and duties will be applied by their government authorities. The equivalent UK sales tax (VAT) is removed which means international customers shop with us tax-free and receive a considerable discount not available to our UK customers. There is more information available on our International Shipping page and also on the Returns, Exchanges & Refunds Policy page. Best wishes, Jenny

Posted 1 year ago

“The first bed I bought was good , expensive but satisfactory and my boy Woody loved snuggling inside. I purchased a replacement mattress recently which has turned out to be disappointing and of poor quality compared to the first one, it's far to soft not filled very well and it just dosent support my dog it sags terribly to the extent its very easily flattened by 15kg Whippet who is more or less lying in the ground now. I don't know if they are cost cutting to increase or maintain profit margin plus the cost of postage is far to expensive no matter what items you order £7 . I won't be buying from Charley Chau again due to the decline in the product quality and price ...”

Helpful Report

Posted 1 year ago

Dear Jayne, I am so, so sad to see that we have not met your expectations as a returning customer. As per the emails sent by Jenny and myself, the mattress that you received was filled with a softer fibre than is usual with our mattresses - this was an error on the part of our mattress makers and unfortunately a small number were sent out before we identified that there was an issue. The filling used is not a cheap alternative or lower quality fibre, it simply has a softer feel and "loft" and compresses down differently to the regular fibre we use. To be 100% clear, this was an error by our mattress makers that we didn't pick up quickly enough - we have not changed the specification of our mattresses or the materials that go into making them. We pride ourselves on the long-term performance of our products and always will do. In terms of postage costs - we know that paying for online postage is galling but sadly as a small business we can't offer free shipping. Our courier bill for this year is expected to be in excess of £70,000 and that's just a cost we can't absorb "for free" because it's not free. We could just add shipping onto our product prices and then announce to everyone that we're offering free shipping but I don't feel it would be very honest. And we charge shipping at cost to our custoemr and do not make any profit on the cost of it which many retailers do. I have sent a follow-up email privately in the hope that we can find a solution to ensuring that your Whippet is restored to the Charley Chau comfort they deserve and have come to expect. Once again, I am so sorry that you have had a negative experience with Charley Chau. Best wishes, Christine (co founder)

Posted 1 year ago

“I paid more than twice the price I normally pay for a burrow bed as it was a treat for my elderly dog. It’s actually the worst one I’ve ever bought. The bottom cushion is not flat but lumpy, the gap between bed and thin top sheet is not enough for her to get in and settle herself and it has width rather than depth so she can only lie sideways rather than laying in it like a bed. Stupidity I was so sure for that price that it would be amazing I had let her have it before I realised how rubbish it was so couldn’t return it.”

Helpful Report

Posted 2 years ago

Hello Sarah, I am very sorry to read your review and feedback about the medium-sized Snuggle Bed in Velour Cloud your ordered. We’re very concerned and taken aback given that we take product quality very seriously. You say that the Snuggle Bed is the worst one you have ever bought which is so very sad to see. 1. You write that you paid more than twice the price you would normally pay. Charley Chau beds are not the cheapest dog beds available, and this is for several reasons. We support British manufacturing, and all our fabric-based beds and blankets are all made for us here in the UK. We made the decision to support British manufacturers when we started Charley Chau over 11 years ago and works with some amazing specialist sewing teams who all help to make parts of each Charley Chau bed, which are then brought back to our HQ in Manchester where everything is checked, and hand packed before being dispatched. We could very easily go overseas to have everything manufactured for much less, we chose to work with UK based teams. This does mean that our manufacturing costs are much higher than the cheaper beds. The price of the Snuggle Bed is also driven by the cost of the materials we choose and source from UK-based textile companies that are globally respected in their field. And the faux-fur fleece we use for all the Snuggle Beds is knitted especially for Charley Chau in the UK. 2. The mattresses we use are not flat as they are deep filled with hollow-fibre filling, and the medium mattresses have a depth of approximately 10-13 cm. There are three channels within the medium-sized mattresses which help to keep the hollowfibre from moving around. The hollowfibre is air blown into the channels by machine. On rare occasions, the fill can be uneven with more hollowfibre concentrated at one end of a mattress. Any unevenness can generally be resolved by holding onto two corners and shaking the mattress so that it hits your legs, and then taking the corners at the opposite end and repeating the process. Would you be able to send us a photograph of the mattress in the Snuggle Bed? 3. The top part of your dog’s Snuggle Bed consists of one layer of the faux-fur fleece and a layer of the Velour Cloud fabric which you described as being a “thin top sheet”. The Velour fabric is quite a thick, heavy fabric on the outer layer. While the faux-fur fleece is on the underside of the cover, top and bottom, forming an insulating and warm pocket that is breathable and moisture-wicking too, so dogs will be toasty without overheating. 4. “The gap between the bed and the thin top sheet is not enough for her to get in and settle herself”. The mattress is designed so that it is flexible and when dogs start to get not a Snuggle Bed, it flexes up so that the height increases between base of the bed and the top of the cover making it easier for dogs to climb in. However, there is only so much the height increases but generally, there is plenty of space for a dog to get into a Snuggle Bed. The height available is also dependent the dog’s breed and the size of bed being used. This is a link to a video of one of our Italian Greyhounds getting into a medium-sized Snuggle Bed. The dog in the video is about 46cm tall from the floor to the top of her head. The video shows the mattress flexing as the dog climbs into the Snuggle Bed and the height of the opening becoming taller and therefore easier for her to get into the Snuggle Bed. https://www.youtube.com/watch?v=qM0HlQ__C5w May I ask what breed of dog you have, or how big she is – how tall she is from the floor to the top of her head, how long she is from the tip of her nose to the base of her tail? And how heavy she is? 5. The Snuggle Bed has “width rather than depth so she can only lie sideways”. Our Snuggle Beds have always been designed to be wider than they are deep as it is easier for a dog to get into a wide but shallow Snuggle Bed versus one that is narrow and deep. The orientation of the Snuggle Bed means dogs do generally lie sideways, but we have also seen many photos from customers of their dogs lying with their bottoms at the back of the bed. We want all our customers to be happy with their Charley Chau beds & blankets and strive to provide great customer service so we will always try to resolve issues if we’re contacted before an order is placed or after an order has been delivered. Whether it’s an exchange, recommending an alternative style of bed or even a refund we try our best to advise on the most suitable style and size of bed for a dog. Unfortunately, because the Snuggle Bed has been used, we cannot offer a refund in this instance, but please email us at hello@charleychau.com if you have any questions. Best wishes, Jenny

Posted 2 years ago

“My Wire Fox Terrier loves the medium size of this bed! The sides are not as ridged as they look online so the bend a lot when he leans up against them - I worry they might become unsupportive in the future. But for now he is very happy and it looks beautiful! Fabric is hardwearing also.”

Charley Chau 2 star review on 27th August 2021

Helpful Report

Posted 2 years ago

Hello Flo, Thanks for leaving your review and and the photo of your dog. I'm sorry that you're not happy with the Deeply Dishy Bed. The sides are soft and filled with a polyester wadding so they're not rigid. Washing the bed sides regularly will help them to maintain their share and will help to revive them if they become a little creased. To wash the sides, flip them onto one of the short sides, and they will concertina down into a block, like they were originally packed. Pop then into a pillow case before popping them into the washing machine. The pillowcase will stop the sides from being twisting while they're washed. Once washed, reshape the sides and let them air dry. If you have any questions at all, please mail us at hello@charleychau.com. Best wishes, Jenny

Posted 2 years ago

“Having had several snuggle beds in the past I am very disappointed with my new one. The filling is different which makes it much more difficult for the dog to snuggle into it. By the time my whippet has actually achieve the manoeuvre it is halfway across the floor and an eruption has happened. Certainly most disappointing and I will not be buying another which is sad as I loved the original filling which did not bounce around and was stable.”

Helpful Report

Posted 3 years ago

Dear Alison, I'm really sorry for the delay in replying to your review. And I'm really sorry to hear that you were not happy with your latest Snuggle Bed. We haven't made any changes to the filling in our Snuggle Beds so I'd really love to find out more about the differences that you've found between your most recent bed and previous ones ordered with us as I think there must be something strange going on. As mentioned, we haven't made any changes to the specification of our mattresses at all. It may help also if we can collect the mattress from you and examine it ourselves so we can take a good look and work out what has happened. We obviously always want our customers to be 100% happy with their purchases so it would be great if we could touch base and follow up on this. Best wishes, Jenny

Posted 3 years ago

“Ahhhhh.....sad to say, after many purchases, I was disappointed this time. I returned the New Russian Blue Faux-Fur blanket because the hem stitching looked wonky which would drive me nuts-especially when taking into account the niche market in terms of price and quality expected. The team informed me that this was an illusion due to longer fur length. I have asked for a replacement (Foxy) blanket which I have had before. Hoping this is the same quality as my original Foxy! Will let you know!”

Helpful Report

Posted 4 years ago

We’re so sorry that you weren’t happy with the blanket that you ordered but great to hear that you’ve been satisfied with your existing Charley Chau bed and blankets. We take quality and performance very seriously so we have looked at the blanket that you returned,and our stock, and checked everything over very carefully. Fingers crossed that the replacement Foxy is a hit with you and, as always, we aim to ensure that our customers are 100% happy with their Charley Chau beds and items so if there is a problem or the blanket is not suitable we will of course offer an exchange or full refund in line with our Returns and Exchanges policy. Best wishes, Alyson

Posted 4 years ago

Charley Chau is rated 4.9 based on 1,564 reviews