About Charlie’s

Charlie's is a family-owned business with a rich heritage, offering over 90,000 products to enhance your home, garden, and outdoor living. Founded in 1986 by Chris Lloyd, the company began as two army surplus stores and has since grown to include eight stores across Wales and England, as well as a thriving online store. Charlie's commitment to quality, affordability, and exceptional customer service has remained at the heart of its operations. With a wide range of seasonal products and a focus on trust, family values and consistency, Charlie’s continues to provide customers with the very best products for their homes and gardens.

Challenges

• Acting on Customer Feedback: Charlie’s values customer reviews as a way to continuously improve. Feedback is shared across all internal departments, helping the buying, warehouse, and content teams address issues like product quality, packaging, and clarity of product descriptions to enhance the overall customer experience.
• Encouraging customer loyalty: With over 80% of customers looking at reviews before shopping online, it was important to Charlie’s to give product reviews a prominent place on their new website. Charlie’s also know how important it is for customers to feel like their feedback is valued, encouraging customers to come back.
• Encouraging In-Store Visits: Despite not offering a “click & collect” service yet, many customers still research products online before visiting stores. Product reviews play a crucial role in influencing purchasing decisions and encouraging customers to visit physical locations by providing real-life feedback on items.

The Solution

To address these challenges, Charlie’s has turned to Lipscore for real reviews and ratings from customers, offering a trusted platform to showcase authentic feedback. By integrating genuine customer reviews into their product pages, Charlie’s not only builds trust with online and in-store shoppers, but also highlights the true value of products across their diverse range. Lipscore enables Charlie’s to gather insightful feedback that helps guide purchasing decisions, enhance product descriptions, and improve overall customer satisfaction. This solution empowers the team to continuously refine their offerings based on direct customer input, ensuring a seamless and informed shopping experience.

“The option to include imagery from our customers with their reviews to increase trust is a brilliant feature, customers absolutely love seeing their pictures make it through to the product page.”

The Results

• Response Rates – An impressive 16.94% (and growing!) response rate shows increased engagement and trust, giving us valuable insights to improve our products and services—ultimately enhancing the customer experience. That’s a huge leap from the 7% response rate Charlies had on Trustpilot product reviews!
• Over 7000 ratings and reviews created in the last 90 days! - accurate as of 11/03/2025!
• Being customer centric, product reviews with Lipscore has given us the opportunity to grow, adapt, and stay aligned with what our customers need and expect. By listening to their voices, we can maintain the level of service and quality that makes Charlie's stand out in the market.

Conclusion

Lipscore offers an invaluable solution for any online business looking to enhance customer trust and engagement. By providing genuine, real-time customer reviews, Lipscore enables businesses to showcase authentic feedback that influences purchasing decisions and improves overall customer experience. With a user-friendly platform, exceptional customer service, and a focus on helping businesses grow through actionable insights, Lipscore is a reliable partner for any company aiming to elevate its online presence and build lasting customer relationships.