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From review written a month or so ago when I had problems with shirt returns, the issue was finally resolved. I had to go through the credit card company but they finally credited me for the exchange after more than 4 weeks. It should not have taken so much effort but in the end the issue was taken care of correctly.
Ordered 10 shirts that were sent and not what I ordered. Tried to return them but was told would only get a partial credit since they would not refund customization (pocket added to shirts). Spent 5 days trying to work it out since they incorrectly filled the order. Was told multiple times would receive a callback or some response. NONE. After 5 attempts to rectify the problem, I had to send the shirts back and dispute the order. This company may well have provided the worst customer experience I have ever experienced. And one would think for a first time customer with an order approaching $1000 they would have responded to their error in a different manner.
Tip for consumers:
Company really needs to improve their customer service and responsiveness along with adding some additional qualifying information in their return advertising.
Products used:
None
T W.'s review of Charles Tyrwhitt Shirts earned a Very Helpful vote
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I have ordered shirts from here multiple times over the last several years. They fit well and are...
Quality garments, fair prices, excellent after sales service!
Dear TW,
I'm sorry to hear that you've had such a poor experience with our service but thank you for rating our shipping, quality and value highly.
Typically we be able to look into this right away, figure out why these calls were not made and listen back to the call (if the order was placed by phone) to determine who's error it was. We can then just work on a resolution from there.
Here however I can see that we don't have any information that would lead me to your account and so I'm unable to look into this further.
This certainly isn't the level of service that we are known for as we take the quality of both products and service extremely seriously and are infinitely proud of both.
I hope that we can resolve this for you.
Best regards
Team CT