Charles Tyrwhitt Reviews

Pity I can't give zero stars! Needed an item urgently so paid for next day delivery. Received notification it would be delivered in a few days by standard delivery. Contacted them where they confirmed their error and would send another to arrive next day. (sounded positive with good customer service) Guess what? that order was also put through as standard delivery. I should have read the reviews before I ordered

I have been shopping with Charles Tyrwhitt for years good quality shirts and variety to choose from
Trustworthy brand to shop from them
Also staff are very helpful at the shop and online shopping as well is easy and great

Shirt arrived soiled, due to damage in transit. At no cost to me, a new shirt was sent next day delivery (bearing in mind I notified CT at about 4:30pm) I didn’t even have to return the original shirt. I haven’t had customer service like that for as long as I can remember.

Recently placed an order online, paid for next day delivery and rsfiefdd a note saying expected by…. Called customer service to see what happened and was told system error (the usual cover story)
Totally unhelpful, quick to take charges for premium delivery but don’t deliver. Will never buy from this brand again!

Absolutely shocking customer service. The representatives are polite and understanding however, keep referring to how the website explains everything in its terms and conditions.

An order was placed on the 26th of November 2021. A return was initiated for the full order on 21st December 2022 which was within less than 1 month. I was then provided with the return label and instructions which was for HERMES (now EVRI). The parcel was unopened, all packaging and labels intact and sent back in its original box as it arrived. I tried 5/6 different parcel shops to make the return over the next few months, upon which I was either told that they can’t take that size of the box, the scanning machine wouldn’t work, or the label is not valid.

I then tried to generate a new label from the website and was told that my order number was no longer valid and had to use the existing label. I tried to make the return at 3 different shops that had the same response of the label not being valid. I contacted Charles Tyrwhitt on the 20th of June who told me that as it had been 6 months after the initial purchase, which is outside their guarantee however as the return was initiated within that timeframe, they will have to review the case, upon doing so, they generated a new label, and the parcel was subsequently to be returned to receive a refund. I was then emailed recently only to be told that an e-voucher can be provided and not a full refund as it is now 8 months since the date of original purchase, the original label was invalid because it is only valid for 3 days from when it is generated. At no communication throughout the returns process or elsewhere does it state anything about the return label is only valid for 3 days after generation, I expect this to be clearly stated, however it wasn’t. A shop representative confirmed to me that the label works for at least 6 months after being generated. Upon following up on this with customer service, I have been told that the label was my responsivity and there is nothing which can be done as this is the decision taken by the ‘team leader’.

My responsibility was to initiate the returns process in good time which I did, I made numerous attempts to return the parcel to the carrier using the label provided by Charles Tyrwhitt which was invalid. I was then told that a refund can be processed, and a new label generated and then told that a refund cannot be made, only a voucher provided. It is Charles Tyrwhitt’s responsibility to ensure its label is valid and that the returns carrier it is using is suitable for its own parcels, I shouldn’t have to chase up and get in touch with customer service to resolve issues at every step of the way only to be told that a resolution cannot be made and I should have made more attempts to get in touch sooner.

The returns policy is misleading and simply a mirage. The reality of the process is very different.

Quality shirts, multiple avenues to access customer services and carry out returns, 6 months return policy on all shirts even after washed and worn is just second to none.

Still no have my 2 orders

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wus08190469

Still waiting for a refund three weeks later and having contacted customer service several times

I have now been waiting for over three weeks for Charles Tyrwhitt to issue a refund for an order I placed. Despite contacting them several times to request this, and despite being informed by their customer service team on several occasions that my refund would be paid into my account within 3-5 working days, this refund has still not materialised.

When I spoke to a member of the customer service team, they tried to suggest that I had only spoken to them about this on 15 July and hence I should be patient. This is factually incorrect and demonstrates a clear lack of empathy, considering I would argue that waiting three weeks demonstrates a reasonable level of patience on my part. I can see from my call logs that I contacted Charles Tyrwhitt in the first instance on 25 June to ask for a refund. The second occasion occurred on the 2 July, not the 15th, as claimed by customer service. To offer no explanation for the delay and to even go so far as to lie about the dates on which I contacted them, essentially attempting to gaslight their customers, is incredibly dishonourable and undermines any credibility that the brand may claim to have.

The customer service team seem to be great when they would like your money, but that's where the customer service ends. To hold on to consumers' money and to be obstructive when they simply ask for this to be returned within a reasonable timeframe is wrong. Underneath the veneer that is the image peddled by the marketing team at Charles Tyrwhitt of a great company that really cares about its valued customers is in fact just another money-grabbing, dishonest, and morally unprincipled organisation.

If you are going to return an item, be prepared to contact them several times to get your money back.

I am still waiting for £300 three weeks on.

Bespoke suit - worst fitting suit I've ever owned. Paid £500 ish for a custom made suit. Despite lots of alterations the trousers were just terrible so they started again from scratch. So they made a new pair of trousers for me, and they're just so uncomfortable. if I stand up straight and don't move they're fine, but if I want to walk, or sit down, they just don't fit right at all. Total waste of £500 unless I want to stand completely still. I'll just buy off the peg from somewhere else next time.

I checked the reviews out while having an issue with price increase at checkout and the first review which I copied below is exactly what happened to me I couldn't of wrote it better. This is no coincidence they actually do this on purpose which makes it a legal scam and buyers should be aware and not support this company and from the reviews good luck getting an exchange or refund. I wanted 4 white shirts at 29 which went to 35 each while checking out. I was ordering off the website direct and spoke to webchat who said send screenshots blah blah and call in the morning to sort it. The price changed at 11.45pm not exactly a normal time to change prices and I thought I missed the sale as it's Sunday. I thought I was unlucky but Read below someone else's story below, which happened few days before me:

I visited their website via Facebook add. I was tempted as price of their polo shirts was advertised as £29.95 (both Facebook and their website) so I made a purchase of 6 shirts (total of £179.7) Price was correctly displayed at checkout. I then received email confirmation and realised each shirt price changed to £34.75 (total price increased to whooping £213.45). I immediately contacted customer service to find out what is going on. They have initially assured me that price of £34.75 was correct so I had to prove that what I've seen on my side was different. I sent screen shots as a proof and finally they agreed to change to original price. I have never come across anything like this in the past from other vendors. Not a very good first impression but I am glad it was resolved but this experience will definitely put me off from buying again. BUYERS BE AWARE

Great shirts, great service and i hate shopping.

CT will refund you on the shirt you returned, but they won't refund you on delivery charges. Your staff members at CT are being difficult. I'm going to other shops to buy what I need. I don't want to buy from CT anymore.

Your CT Customer Service Team members and service are disappointing. Your refund policy is misleading. I expected a refund on the delivery charge which I paid for, but your company keeps being difficult about this request. I'm going to other shops where their refund policy is clear and not muddling like your policy. Disappointing service.

With smile and empathy Amin Sheikh provided great service by showing the products that would suit my personality. His ability to understand my styling and sizing is commendable. He is a truly one of the very best, I have come across in a long time. I will always want to go back to him for my shopping.
Saad Maniar

The response to my inquiry was prompt and trustworthy.

Exemplary service.