Charley Chau Reviews

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

4.9 Rating 1,627 Reviews

98 %

of reviewers recommend Charley Chau

4.9

Based on 1,627 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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Anonymous

Anonymous // 01/01/2019

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“Excellent quality! Charley Chau is our favourite shop!”

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Posted 3 years ago

Hi Natalia, Thank you and that's so lovely! Bests, Jenny

Posted 3 years ago

“The photo says it all. Delighted to announce that 11.6 pound Deucie joyfully hopped in and out of her new bed many times when I got it unboxed. 3 years ago I made the mistake of buying a larger wicker basket only to discover that she mostly prefers to nestle down into coziness. This small basket with large blanket fits her need perfectly not to mention that it looks lovely. I had difficulty deciding which blanket to order because they are all so nice. Ultimately I decided that white contrasted well with her fur coat. Wish list - a beautiful rich looking, velvety French blue colored short fur fleece blanket for travel. Beautiful velvety rich blue hue goes so nicely with their fur. Thanks so much!”

Charley Chau 5 star review on 12th August 2021

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Posted 3 years ago

Hi Ann, Thank you for taking the time to write your review. And thank you for the photo of Deucie. It's great to see her looking so cosy in the basket and Polar Bear blanket. Happy snuggling xx Bests, Jenny

Posted 3 years ago

“This is the second snuggle bed purchased and am very happy with the products Highly recommend”

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Posted 3 years ago

Hi Emma, Thanks for taking the time to leave your reviews. It's lovely to know that you're happy with your Charley Chau's. Bests, Jenny

Posted 3 years ago

“Had this product recommended by one of the Whippet social media sites. We thought it a little expensive at first but on receiving the bed we can see how well made it is. The dog absolutely loves it, but he hasn't worked out how to climb in it himself yet, it will come. Overall I can highly recommend these beds even if they are not the cheapest on the market, but you get what you pay for and I expect that this will last the lifetime of the dog.”

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Posted 3 years ago

Hi Philip, Thank you for your lovely review. Best wishes, Jenny

Posted 3 years 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 3 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 3 years ago

“**UPDATE: my order arrive the very next day after I posted this review. Charley staff were so good in helping track the package and I can not say enough about their exemplary customer service!! I would love to review your product however I still HAVE NOT received it. I can say however that the communication with your team and the conscientiousness taken to ensure the perfect fit for their customer has been a very pleasant experience. I can't wait to finally receive the collars.....can you tell me if at your end it shows as "Delivered"?”

Charley Chau 5 star review on 7th August 2021

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Posted 3 years ago

Hi Diana, In replay to the email you sent us and to this review: The collars were dispatched on the 28th July and the service used usually takes between approximately 5-10 business days for delivery so still on schedule at the moment. I checked the tracking information on the Royal Mail website and that is showing that the parcel left the UK on 29 July and the next update is dated the 7 August and shows that the parcel arrived in Montreal on the 7th August and is now at the sorting office. The parcel can now be tracked on the Canada Post website which is showing that the parcel is in transit and according to their information, delivery is expected between 3-7 business days. It's not clear if the parcel has cleared customs yet but this may be why the delivery will take a few more days. Unfortunately, once the parcel leaves us it is out of our control which is frustrating. I will keep an eye on the parcel's progress but I hope the above helps. Best wishes, Jenny

Posted 3 years ago

“This is Jasper’s the whippet’s second snuggle bed and we are both delighted with it. The bed is beautifully made and was delivered on time and well packaged”

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Posted 3 years ago

Thank you, Emma. I'm glad you and Jasper are happy with the Snuggle Bed. Happy Snuggling to Jasper xx Best wishes, Jenny

Posted 3 years ago

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

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Posted 3 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 3 years ago

“Great service. My dogs just love their snuggle beds. Good quality, comfy and very warm, so they tell me :-)”

Charley Chau 5 star review on 26th July 2021

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Posted 3 years ago

Hi Jane, Aww, thank you for your review and the photo. I'm glad your dogs are happy with their Snuggle Beds. Happy Snuggling! xx Best wishes, Jenny

Posted 3 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”

Helpful Report

Posted 3 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 3 years ago

“I a very happy 😊 whippet. Jenny at Chau was an absolute super star ⭐️”

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Posted 3 years ago

I'm glad you're a happy Whippet! xx And I'm glad I was able to help. Best wishes, Jenny

Posted 3 years ago

“Such good quality and professionalism”

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Posted 3 years ago

Thank you much, Andrea! Best wishes, Jenny

Posted 3 years ago

“Great products for Italian Greyhounds. Speedy delivery.”

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Posted 3 years ago

Thank you for leaving us a review!

Posted 3 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.”

Helpful Report

Posted 3 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 3 years ago

“My beagle, Teddy is a bed connoisseur. We have tried many beds over the years and none have come close to this one. This is quite simply the best bed! It is beautifully made and you can feel and see the quality. It even looks great in my home!”

Charley Chau 5 star review on 19th July 2021

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Posted 3 years ago

Hi Stasha, Thank you so much for your review. I'm so pleased that the Ducky Donut Bed has been a success with you and with Teddy. And thank you for the super photo of Teddy, he looks very content

Posted 3 years ago

“I just love this company. The products are so luxurious and different and the customer service is outstanding. Oh and the doggos look so damn cute in their new beds! A massive thank you”

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Posted 3 years ago

Dear Celia, Thank you for leaving your review and I'm so glad your dogs are happy with the Deeply Dishys. Happy Snuggling xx Bets wishes, Jenny

Posted 3 years ago

“Excellent quality and service”

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Posted 3 years ago

Hi Helen, Thank you for leaving your review. Best wishes, Jenny

Posted 3 years ago

“Best dog bed ever! Our older whippet used to require us to cover her with a blanket and tuck her in several times a day, so that she was always cosy on the sofa. Now, she can do it herself! This means she interrupts fewer zoom meetings. Also, she doesn't wake us up in the night because she's cold. Its expensive but worth it. Only problem is that I now need to buy another for our younger dog. :-)”

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Posted 3 years ago

Hi Sarah, Thank you for leaving a review and I'm glad the Snuggle Bed has been a success! Smooches to Laika & Eric xx Bests, Jenny

Posted 3 years ago

“The Snuggle bed is very well made and the quality of the workmanship is clear to see. My dog is very happy happy with the purchase and so am I. Thank you”