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Charley Chau Reviews

4.9 Rating 1,564 Reviews

98 %

of reviewers recommend Charley Chau

Company Reviews

Product Reviews

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

Charley Chau 5 star review on 27th February 2024

Charley Chau 5 star review on 27th February 2024

Charley Chau 5 star review on 27th February 2024

Charley Chau 5 star review on 25th February 2024

Charley Chau 5 star review on 9th February 2024

Charley Chau 5 star review on 22nd January 2024

418

Anonymous

Anonymous // 01/01/2019

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

“Lovely bed but a bit tight for my dachshund which is a miniature ( medium size bed) . Should have got large .”

Posted 1 month ago

We recommend the medium Snuggle Bed for Miniature Dachshunds so I am sorry to read it's a snug fit for your dog.

Posted 1 month ago

“It looks lovely but my whippet wont use it!!”

Posted 4 months ago

Hi Jackie, I'm sorry to read that the Snuggle Bed hasn't been a hit with your Whippet. The Snuggle Bed has a great success rate but some dogs need a little encouragement and training to understand how get into one. Take a treat that your dog really, really likes making sure it sees the treat. Take a small piece and place is under the cover right at the front of the the bed. Once he/she retrieves the treat, repeat a few more times in a similar spot. Once you dog has done this a few times, start to move the treat further into the bed, repeating a few times before moving further in. You may have to do this a few times but dogs generally work out they can climb into the Snuggle Bed. I hope this helps. Best wishes, Jenny

Posted 4 months ago

“Nice product though not right for our dog, who scratched the surface of the snuggle bed. Efficient but rather corporate customer service. Thank you.”

Posted 8 months ago

“Somehow bought size too big but did not return it because I didn't know how! So will have to make a cover myself ... too expensive to buy!”

Posted 1 year ago

Hello Mary, I'm so sorry to hear that the bed is too large for you. We are always happy for customers to return items that are not suitable for an exchange or refund and we even refund the original UK shipping fee a customer has paid to have the order sent out in the first instance. Full details are on the Returns, Exchanges & Refunds page on our website (there's a permanent link to it from every page): https://www.charleychau.com/pages/returns-exchanges . We also send this link out in our order confirmation email but, sadly, it sounds like you didn't spot it. We're the first to acknowledge that our products are not at the bargain basement pricing end of the dog bed market but our costs are genuinely driven by the quality that we deliver in the fabrics that we use and the quality of the construction. We're proud supporters of British manufacturing and everything is made in England by professional, specialist sewing teams. If the mattress has not been used and you would like to return it then I am more than happy to arrange a return and refund with you - I will email you directly to check with you. But if you decide to keep the mattress I hope you enjoy sewing a cover for it - it sounds like a fun project! I will email you to follow up on whether or not you would like to return the mattress in a tick. Regards Kerry

Posted 1 year ago

“We purchased a pouch bed for our whippet who does absolutely love it and uses it more than cuddles with us now! Whilst the product is of good quality fabric and craftsmanship, we’ve been a little disappointed with the choice of white/cream fur for the base as the bed looked very dirty pretty quickly after only a few uses and we only have a short haired dog who doesn’t pick up much mud on her coat and who gets cleaned regularly. We’ve had to buy a second cover, at £145 to ensure we can wash them each regularly. Unfortunately after only one wash, following product washing instructions, the cover still doesn’t look very clean and the fur looks like it’s a year old rather than a month old which is a surprise and a bit disappointing when we’ve spent quite a fair amount of money on the products - around £200 for first and £145 for replacement cover. I would recommend a pouch bed, and I’m sure my dog would recommend your products, but I’d probably tell my friends to try a cheaper version with a dark inner layer instead.”

Posted 1 year ago

Dear Sarah, Thank you for taking the time to write your review and it’s lovely to know that the Snuggle Bed has been a hit with your Whippet! Thank you as well for your feedback about the faux-fur fleece and I am sorry to read that you are disappointed with the Snuggle Bed after it was washed. As I haven’t seen any photos of your Snuggle Bed cover, I cannot comment specifically. In terms of washing the cover, we recommend using a synthetics cycle on a cool wash, 30 degrees and let the cover dry naturally. I would also avoid adding fabric conditioner to the wash as this can make the faux-fur greasy and clump together. We do not recommend using express or quick washes. You mentioned that your cover does not look clean after being washed. This is very surprising to read as it’s not feedback we have received from any customers before, nor something we have experienced ourselves. Without knowing the specific wash cycle used you have used, I can only suggest re-washing the cover and turning the Snuggle Bed cover “inside out,” so all the faux-fur fleece is exposed. The Velour covers are also quite heavy, especially when they’re wet, and it may help if the cover is washed with fewer items in the machine at the same time. In terms of the colour of the faux-fur fleece we have chosen to use with our Snuggle Beds, ivory works with all 21 Snuggle Beds currently available in different fabrics in the regular duvet top style or Winter Warmer versions. For a small company like ours, we just can’t afford to have more colour options and we also don’t have the physical space to store more covers. We also have short-coated dogs with aversions to rain and mud but no matter how clean they look, there is always dirt and dust on their paws and bodies which will rub off onto their beds and other surfaces. This may be more noticeable with some dogs than others but unfortunately not something we can control. In terms our prices, we could certainly have all our products made for us overseas which would probably make the cost of making a Charley Chau much cheaper, but Christine and I made a conscious decision when we launched our company back in 2010 to have all our beds and blankets made in the UK and to support small sewing teams still operating here. We source all our fabrics from the UK and work with several amazing specialist sewing teams who are each responsible for a part of a Charley Chau bed. We put each individual bed together at our HQ in Manchester before dispatching every order ourselves so we can check each bed or blanket we send out to our customers is in perfect condition. Again, thank you for your feedback and please feel free to contact us directly at hello@charleychau.com or by calling us on 0161 848 870. Best wishes, Jenny

Posted 1 year ago

“The quality and fabrics are fantastic but we are struggling with this bed at present. The mattress is so thick (good in theory, I know) which means the room for my (small) dog in the medium bed is fairly limited. Plus the top is quite a bit narrower than the mattress. This means it’s a bit of a squash and half of her body pokes out. Hence she is happy on top of the bed but that isn’t really what I bought it for. So, a bit disappointed at present.”

Posted 2 years ago

Hello Clare, Thank you for leaving your review and I'm sorry your dog is struggling with the medium Snuggle Bed. May I ask what breed of dog is using Snuggle Bed? And please would you email us at hello@charleychau.com if you have any questions. Best wishes, Jenny

Posted 2 years ago

“What a really fantastic quality bed - really cannot fault it! Such great materials and is made with such high quality. I’ve gone middle of the road scoring as unfortunately, my whippets don’t seem to go in there - its a real shame! Having read the reviews, I though this would be perfect, however, I must have stubborn high maintenance whippets as no matter what I’ve tried, they just don’t want to snuggle up in it! My scoring is no reflection on the service or quality of Charley Chau - it’s merely because I have a bed that my dogs won’t use! I’d certainly recommend Charley Chau and use again - just think I’ll try a different style of bed which they’ll hopefully use! I’m putting it down to just my dogs, unfortunately!”

Posted 2 years ago

Hi Chris, Thank you for your review and I'm sorry your Whippets aren't fans of the Snuggle Bed. If they're still not using the Snuggle Bed, you may want to try encouraging them in. Use a treat that they really, really like and taking a small piece of the treat, making sure they see it, place it just under the cover at the front and they should retrieve it. It they do, repeat a few times and then start to move the treat further into the bed. Fingers crossed, they should learn quite quickly that they can climb into the bed. I hope this helps but don't hesitate to contact us if you have any questions. Best wishes, Jenny

Posted 2 years ago

“The bed is nicely made, however the pillow is very “full” and my little Iggy falls out of it.... I bought a medium but it doesn’t seem big enough. Quite disappointed considering the cost”

Posted 2 years ago

Hi Dean, I'm sorry to read that you're not happy with the Snuggle Bed. It's the first time a customer has not liked the deep-filled mattress. Our mattresses have quite a lot of air in them when they're new because the hollowfibre is machine blown inside. The mattresses do settle as they're used and will become a little less "full" over time. In terms of the size for your Italian Greyhound, the medium Snuggle Bed is the size we recommend for Italian Greyhounds and gives them plenty of room to stretch out in. It's the size our own dogs sleep in. Of course, there are some IGs that are bigger so they may find the medium a little more snug. And in very rare cases may be better off with the large size. The mattress is designed to flex when a dog steps on the Snuggle Bed to climb underneath the cover so the height available does increase making it easier to get in. Please email us at hello@charleychau.com if you have any questions or need any help. Best wishes, Jenny

Posted 2 years ago

“Our dogs are very comfortable with their new bed, but at £150 for a bed and £100 for an extra cover why on earth do you charge for P and P? Most companies don’t charge postage and packaging over £50. Come on …..you are making a mint from animal lovers. Why when I have spent £250 for a dog bed you charge for P and P? Jacquie.”

Posted 2 years ago

Hi Jacquie, I'm so glad your dogs are happy with their Snuggle Bed and thank you for ordering with Charley Chau. I’m sorry to read that you're upset about our delivery charges. Sadly there's no such thing as free delivery. To explain what I mean ... in 2021 so far we have paid over £85,000 in delivery charges to our couriers. For a small business (we are still only a team of three full-time and one part-time) that's a huge bill. When Christine and I first started Charley Chau, we had no experience selling products online. What we didn't know back then was that to offer "free delivery" we needed to build the cost of shipping into our product prices - because ultimately, there is a cost that has to be covered. When we realised this, we thought about it long and hard and decided that we would not build the cost of shipping into our prices as when a customer orders two products or more in one order (e.g. a bed and a blanket) then the customer ends up paying a lot more than they need to - for their free shipping. So, we decided it was actually quite misleading knowing what we now know. We only charge shipping at cost i.e. we do not make a profit on it. As a small business we don't ship huge volumes of parcels so we are limited to what deals we can negotiate with the huge couriers and we try to minimise the most for our customers as much as possible. Many online retailers that charge shipping are actually making a profit on the shipping fee. Heaps of large, respected high street brands charge similar or even more than Charley Chau for a next day service. We can guarantee that they have access to much cheaper rates than we do - they are making a profit on shipping while we are not. Once again, sorry to hear you're unhappy about the shipping charges but there genuinely is no such thing as free shipping. Best wishes, Jenny

Posted 2 years ago

“Customer service and the the process of ordering was amazing! However the quality of the buckle on the collar is sub par for the price point..”

Posted 2 years ago

Hi Jacob, I'm sorry you're not happy with the quality of the House Collar you ordered. Please would you email us at hello@charleychau.com with photos of the clasp and we will have a chat with the workshop to see if we can sort it our for you. Best wishes, Jenny @ Charley Chau

Posted 2 years ago

“Unfortunately our dog eat though one of the corners on the first day. Making it unusable 😩”

Posted 3 years ago

Hello Rebecca, I'm sorry to read that your dog chewed a hole into the Day Bed. Although we use good quality fabrics, we do not and have never sold them as chew-proof or indestructible. Dogs can and will chew through wood and metal when determined enough. Best wishes, Jenny @ Charley Chau

Posted 2 years ago

“Charley Chau products are clearly premium - I'm happy to invest in good quality items for my pets however, it is such a gripe that they still charge delivery - I spent over £200 on 2 blankets but apparently they can't offer free delivery... It won't stop me buying their products but I'll definitely look at other options before buying from them directly. A real shame...”

Posted 3 years ago

Hi Claire, I'm so glad you're happy with our products and thank you for ordering with Charley Chau. Sorry to hear that you're upset about our delivery charges. Sadly there's no such thing as free delivery. To explain what I mean ... in 2020 so far we have paid over £80,000 in delivery charges to our couriers. For a small business (we are still only a team of two full-time and one part-time) that's a huge bill. When Jenny and I first started Charley Chau, we had no experience selling products online. What we didn't know back then was that to offer "free delivery" we needed to build the cost of shipping into our product prices - because ultimately, there is a cost that has to be covered. When we realised this, we thought about it long and hard and decided that we would not build the cost of shipping into our prices as when a customer orders two products or more in one order (e.g. a bed and a blanket) then the customer ends up paying a lot more than they need to - for their free shipping. So, we decided it was actually quite misleading knowing what we know. We only charge shipping at cost i.e. we do not make a profit on it. As a small business we don't ship huge volumes of parcels so we are limited to what deals we can negotiate with the huge couriers and we try to minimise the most for our customers as much as possible. Many online retailers that charge shipping are actually making a profit on the shipping fee. Heaps of large, respected high street brands charge similar or even more than Charley Chau for a next day service. We can guarantee that they have access to much cheaper rates than we do - they are making a profit on shipping while we are not. Once again, sorry to hear you're unhappy about the shipping charges but there genuinely is no such thing as free shipping. Best wishes, Christine

Posted 3 years ago

“The quality of this mattress is ok but there is room for improvement considering the price. 1. The pillow lining and stitching could be improved. The stitching on our large mattress broke under the weight of the water in the washing machine. We were able to repair it but it kinda of proves that the lining is very fragile. 2. The mattress loses support and fluffiness over time. This is normal but because the mattress is compartmented, it’s very difficult to make dense areas fluffy again. The addition of a zipper would solve a lot of issues.”

Posted 3 years ago

“The dogs love their snuggle sack dog bed covers. However, please know that these are luxury items and the washing instructions must be obeyed to the letter. I have washed 2 covers regularly on 30 deg cycle 1400 spin over a period of time and they are now less than acceptable with matted fur and poor Velcro action. I just thought that a dog bed cover is not a cashmere sweater - my mistake. JH Harrogate”

Posted 4 years ago

Thank you so much for your review. We do pride ourselves on our dog beds being luxury items and as such we strongly advise that you follow our wash care instructions in order to maintain the quality and condition of the fur and the fabric of the dog beds. The idea behind this is so that they stand the tests of time rather than having to replace them regularly. I hope you are satisfied with the guidance we have provided regarding how to maintain the velcro action on your Snuggle Beds by regularly removing any debris and washing with the velcro fastened. Best wishes, Alyson

Posted 4 years ago

“The envelope should cover the pet more be more loose”

Posted 4 years ago

Hi Jennifer, I'm so sorry to hear that you are not happy with the Snuggle Bed. I have looked at your order and I can see that you exchanged the small sized Snuggle Bed for a medium sized one which I hope works better for Lottie. Generally if the bed is too small for the dog it is hard for them to get into the bed which sounds like the problem that you are describing here. We always want to make sure that our customers are happy with their purchase therefore I am going to contact you separately to make sure that you and Lottie are happy with the medium Snuggle Bed. If not then you can always return it according to our returns and exchanges policy which is outlined on our website. Best wishes, Alyson

Posted 4 years ago

“Efficient delivery time”

Posted 4 years ago

“Bed excellent as always, personal touch of old gone ( hand written card) BUT double wrapped in thick polythene this I found depressing can you pl rethink packaging asap”

Posted 4 years ago

Hello Patricia, I’m so sorry to see your three star review but glad that you are happy with the Snuggle Bed itself. We do still make a point of hand writing a thank you note to our customers so I am really sorry if your card was not put in with your parcel for some reason - this will simply have been human error. With regards to plastic packaging, I have sympathy with your view and agree it’s depressing. For a number of years now I’ve been looking for a supplier of compostable ‘plastic’ bags (like the green food waste bags that lots of councils provided for food waste recycling) but I have not been able to find a company that are willing to supply the specific bag sizes that we need in the quality and weight that is required to protect our beds in transit, and in the quantities that we use. Recently (the last 9 months or so) there has been an increase in the number of packaging manufacturers specialising in compostable packaging and the technology in the manufacture of these bags is evolving rapidly so I am hoping that this will change in the near future. The main problems are that: (I) we need bespoke size bags because almost all the bags we require to protect our beds are much larger than any regular size bags used by most retailers. (II) Charley Chau does not use enough bags for most manufacturers to be interested in making bespoke sizes bags for us - they want the big retailers who use hundred of thousands of bags each month. (III) Commonly available compostable bags have been quite lightweight to date, and not strong enough or reliable enough to use for packaging our beds for transit by courier. As I mentioned above, I have now made contact with a start-up packaging company who are specialising in compostable packaging. In our initial discussions, they’ve indicated to me that they can work to small minimum order quantities (bear in mind we’re not a John Lewis!) and they are sampling bags for Charley Chau at the moment - the bags are made from corn starch. One we have sampled we will need to test them in terms of being strong enough to protect our bags in transit - not just in a courier truck but when they are sorted at the huge distribution hubs where parcels are handled through mechanical conveyer belts etc and bashed around quite a bit by all manner of other parcels. So, it’s not a satisfactory situation but it is one I am trying to resolve - it does require the manufacturers to push forward and be willing to meet the needs of small businesses like Charley Chau and I am more hopeful now than I was 12 months ago that we will get there. Not satisfactory and I wish I could have solved this problem already but I am doing everything I can to make it happen. Best wishes, Christine

Posted 4 years ago

“The snuggle bed looks good but a little frustrated with it dipping down at the back .Would be fine if my dog stayed in the middle or towards the front .I have to keep moving her forward before she tips up .I failed to take into account it can only be accessed on the floor .This being the case ,will need to buy another bed for the sofa as Honey likes to climb into bed and watch everything .She makes me feel as though i'm punishing her .Maybe she will get used to the suggle but at the moment i feel as though i made a pricey purchase for the looks and effort in not picking up a fallen cover .”

Posted 5 years ago

Thank you for your review, I am very sorry that you are not 100% happy with your Snuggle Bed. We have never heard of a dog falling down the back of our Snuggle Beds, if you have time could you send a picture to info@charleychau.com? We would be interested to see! Our Snuggle beds are designed to be on the floor - it has a deep hollow filled mattress allowing comfort on hard surfaces. We do however have customers who put their bed on the sofa. Best wishes, Laura

Posted 5 years ago

“Parcel force where supposed to delivered on the Friday as paid for but didn't receive to wed week after. The texture of the bed isn't very whippy friendly. One side should be softer so more cosy as with yr other designs. Jessie loves soft textured bedding and the mattress was to replace other bits of bedding which she had had from a puppy( It didn't matter about the side sections) also the filling looks lumpy which may be a concern when machine washing. I was expecting a bit better for the money that I have spent when there are other alternates out there.( I had bought her the velvet box bed and after two years has collapsed and lost any structure and will need to create a modification at the corners so it's not so floppy!) However it suits the purpose for winter in our cold kitchen”

Posted 5 years ago

Charley Chau is rated 4.9 based on 1,564 reviews