Charlies
View company profile →
Disappointed with the Returns Process
Charlies.co.uk – Disappointed with the Returns Process It pains me to write this review, especially as I’ve ordered from Charlies.co.uk several times before without any issues. Until now, everything has gone smoothly. However, my recent experience has been frustrating and disappointing. I placed a large order, but unfortunately, several items needed to be returned. This is where the problems began. Unlike many other retailers, Charlies.co.uk does not have a simple online returns portal. There’s no option to log into your account, select items, and generate a return label. Instead, you have to manually notify them that you want to return something. I reached out via their Chat Bot, email, and even via their What's App platform a few days ago. I did receive a couple of responses, and I clearly stated which items I wanted to return. I also confirmed that I was happy to pay the £3.99 for a returns label. I assumed it would be straightforward from there—but it wasn’t. I was told that the label had been sent multiple times, but I never received it. I checked my spam folder, as advised, but still nothing. Eventually, I had to call customer service and spoke with someone named Ben, who promised to send it out that same day. Again, nothing arrived. Today, I received a message via WhatsApp (which I initiated), and now they are trying to arrange a collection for tomorrow. Honestly, my confidence is low at this point, but I’ll be staying home all day in the hope it does get collected. Time is running out, as I’m going away soon, and I don’t want to leave this issue for my husband to sort out. This process has been far too complicated. The returns system desperately needs an overhaul, and customer service should be much more proactive. I’m certain this kind of experience will put off customers, especially when returning items becomes such a hassle. I’ll update this review once (or if) the return is actually completed.