Worst experience I've ever had. And I used to love their shirts and quality of products, but the way they treat customers is absolutely frustrating. I recomend you never order anything from Charles Tyrwhitt specially from Madison Ave. Store. I have been a loyal customer and purchased 6 times over the last year, but the last time was a custom shirt, and a suit for my wedding. After several attempts of getting it delivered and being told twice it was going to be delivered in time, I get a call the day after my wedding saying: your shirt is here at the store (for 10 days) you can come and get it. Thanks Charles Tyrwhitt for making me purchase a last minute oversized shirt for my wedding... I don't even want a refund from this place, or the shirt. I am just getting rid of all the products I have purchased from this place in the past, donating them to Salvation Army and never want to receive any piece of communication/mail/email from this place again. Ruined my wedding experience. Tip for consumers:Quality is good, price is decent, they have excelent variety of products, but their customer service is terrible. Don't ever buy from Madison Ave. NYC store as they do not respect their loyal customers... Online purchases are fine as you don't have to interact with any representative of the company... Worst experience of my life, they have ruined my wedding experience that I have been planning for so long Products used:Custom shirt. But have bought all kinds of products over the last year Date of experience: June 22, 2024I can't even rate the quality as I will be returning everything. They showed discounts online and I purchased 2 shirts and a pair of pants for a total of about $157. I was charged $425. I contacted customer service and after 20 minutes, they are offering me a gift card for the difference. As IF I WOULD buy anything else from them after doing that... Terrible company, and customer service. DO NOT BUY! Tip for consumers:DO NOT BUY FROM THEM> YOU WILL BE RIPPED OFF!!!!!! Products used:none, returning everything immediately. Service Value Returns Date of experience: April 30, 2024I bought a knit on July 31,2023, but as of October 4,2023, it still hasn't arrived. Therefore, even though I have repeatedly requested cancellations and refunds for orders through local services in Japan, they simply insist that they are "checking" and refuse to issue refunds. Not only in Japan, but in any country in the world, taking money but not sending the product is called "fraud." Service Value Shipping Date of experience: October 3, 2023Bought 4 shirts from them. Two of them ripped in the elbow sleeve. I was able to return them and get replacement ones sent out. The replacement ones ripped in the exact same spot and since it had been six months since my original purchase they would not be able to fix it. Bad quality Products used:Dress shirts Service Value Shipping Returns Quality Date of experience: March 24, 2024Bought a few outfits and paid for expedited shipping. Product never shipped until guaranteed date, but it was blamed on shipping company. Package finally is out for delivery but says items were stolen and the package was returned to the sender once they talked with sender. Called company and asked to intercept package, nothing could be done and nothing offered for poor service. Save any headaches and don't order there. Products used:None, never received them. Service Value Shipping Returns Quality Date of experience: October 2, 2023So Charles Tyrwhitt is my go for shirts. They are every bit as comfortable, durable and stylish as any of my other much more expensive shirts. In fact I'm the last couple of years I've bought from no one else. As far as customer service goes, they're TOPS! I did not receive an order that was marked as delivered in an email. I called and was fully refunded ON THE SPOT! I guess there will simply always be complainers no matter the quality of the product. Tip for consumers:Give a review. Products used:All clothing bought. Service Value Shipping Returns Quality Date of experience: January 25, 2023DO NOT BUY FROM this rip off company. Shirts way too large, and I lose more than 1/3 of purchase price with return! Yes, the shirts arrived promptly, but the size was way off, way too large. I'm 63 years old, an attorney and have been wearing suits and dress to work and church all my adult life. The killer is that on my $147.85 order I'll lose over $50 when and if the refund arrives. RUN AWAY from this company! I wish I'd have seen this website before I wasted time and money on this company's lame product and service. Tip for consumers:Their refund policy results is receipt of less than two-thirds of the original purchase price. Not worth the risk when my known size results in a shirt that is fart too large to wear. This company is a SCAM and a BAD JOKE. Products used:I sent all three shirts back; they were too large, and I didn't want to risk more hassles with an exchange. Service Value Shipping Returns Quality Date of experience: November 4, 2023Confusing website, inability to enter my address properly for shipment, $13 extra for a pocket?, and after wasting 25 minutes trying to order, called customer service which was a further joke, a very bad one. This is a second rate outlet or cheaper Asian products that pretends to be British through and through. Don't be fooled! If you are reading this then you know to check reviews before wasting your time. I wish I had first...would have saved me over 35 minutes. Tip for consumers:Terrible bait and switch Service Value Shipping Quality Date of experience: October 17, 2023My experience with Charles Tyrwhitt was extremely disappointing. I ordered a custom shirt from them, and they completely botched the sleeve length, making them way too short. What's even more frustrating is the inattentive and unhelpful customer service I encountered when I tried to address the issue. It's clear that they didn't take the time or care needed for a custom order, and their lack of responsiveness only added to the frustration. I would strongly advise against wasting your time and money on Charles Tyrwhitt if you're looking for quality custom clothing and good customer service. Service Value Shipping Returns Quality Date of experience: October 27, 2023I purchased a "Blue" custom made shirt, and following three or four washes I noticed that three of the panels had started to yellow. I contacted Customer services, who gave me a email address and told me to attach two photographs,. So far so good. Now after two months, three more phone calls, with "Oh haven't they contacted you yet Sir?" I now realise nothing is going to happen. I will never buy from them again. I will not stop them wasting their money sending me catalogues.. Date of experience: March 20, 2023Ordered three "No Iron" shirts on their $99 promo as the patterns looked interesting. Arrived promptly, but shirts from the factory were wrinkled in the plastic; not a good sign. Even more wrinkled out of the drier, and then still a bit wrinkled after ironing them. Wore one once, returned all three. Not up to snuff compared to the LL Bean and Lands End no iron shirts I usually wear. Disappointed. Date of experience: March 31, 2023I placed an order with Charles Tyrwhitt a few days before Christmas. I'm a business man and buy the majority of my shirts through the mail and usually order from Jos A Bank, Men's Warehouse and several other famous brands. But I thought that I would try #charlestyrwhitt. I received a tracking email that the shipment was coming from China. A month later the tracking site showed delivered. But, I never received the package and exchanged several emails with customer service and they mentioned that it could be another week before they respond back. Six weeks after the order. Highly frustrated and I would discourage anyone else from ordering. Products used:Shirts Service Shipping Date of experience: January 27, 2024Ordered 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 Service Value Shipping Returns Quality Date of experience: June 8, 2023I've been buying the twill shirts for years. I constantly run into issues where my fit and size are out of stock. It is a common size too... Extra slim, 15/34 or medium. It has been an issue for so long that I've looked elsewhere for shirts given the unreliability. Service Value Shipping Quality Date of experience: July 10, 2023I ordered 6 shirts for about $264 - which were VERY POOR QUALITY fabric...I elected to return them (per their touted guarantee) and they B.S.'d me that I could only get store credit to buy more overpriced crap, claiming I had ordered them "personalized" because I chose the version with a pocket! I Protested that's B.S., as they didn't go pull shirts off the shelf and sew a pocket on...:( I spent 103 minutes over 11 phone calls, several defective e-vouchers to finish spending the cost of the poor shirts I started with... The VERY WORST online shopping experience in my life! Stay the F' away from CTS! Products used:Sweater & belt Service Value Shipping Returns Quality Date of experience: June 16, 2023In the past, CT shirts have been exceptional in quality and looks. For my last order, I decided to add pockets to the 5 shirts for an additional $15. When they finally arrived, they looked terrible, and I was so disappointed. The pockets were puckered on each shirt, and the material was cheap. I spoke with a customer representative who told me to send them back for full refund. I did, and I just now received an evoucher for future purchases! That's not a refund! I called to ask for an evoucher refund, but was denied. The company did not stand behind their promise and mislead the customer. Service Value Shipping Returns Quality Date of experience: May 15, 2023I bought a shirt (my regular size) for $39.99 but was charged $120. Had to reach out to customer service to get it resolved but they charged additional $15 for shipping. The shirt was too long and loose; initiated a return and was charged $8 for return. This is not a good service from Charles Tyrwhitt. I paid $22 for nothing. Won't be buying again nor recommend anyone. Tip for consumers:Beware! There are other honest brands out there with good quality clothing. Products used:Shirt Service Value Shipping Returns Quality Date of experience: January 27, 2023Shirts are decent quality cloth, but designed for Slim Fit, these shirts run very narrow and small. My main complaint is that they sew the spare buttons on high above the waist, sometimes in non-matching thread - so additional button stitching is very visible on the front. This is a problem even if the shirts do fit. Red shirt used matching red thread, but Blue shirt used white thread. (see picture of 3XL shirt.) When I complained about the button placement and thread color, they suggested I "just cut the buttons off." When I suggested a return, they said there's a $9 return charge (on a $33 shirt.) I will not be ordering from there again. Tip for consumers:Runs very small and trim. Return shipping charge. Look at ratings before ordering. Products used:shirts Service Value Shipping Returns Quality Date of experience: March 6, 2023I have purchased dozens of shirts from CT throughout the years. However, I recently ordered a $120.00 "custom made" shirt and when it arrived, the "slim fit" body is like a balloon and the sleeves are far to long. I called to attempt to return it and was told that it is non-refundable. I have a dispute in but I am not holding my breath. Beware of their return policy. Gregory Edgecomb Products used:$120.00 "Custom Made" shirt. Service Value Shipping Returns Quality Date of experience: July 11, 2023Ordered 4 shirts, realized they didn't fit. Then when I tried returning, was told by their virtual customer assistant rep, that because I hadn't selected the "Multi-currency" option (a toggle on the bottom of their web page), that they wouldn't be able to send me a return label (?) So had to pay the return shipping and duty! They say their return policy is hassle-free, but it's anything but. Products used:4 dress shirts. Service Value Shipping Returns Quality Date of experience: July 1, 2023I ordered 3 shirts from this company that were too small. I requested return label and sent items back on May 5th 2023. I realized that I put wrong shipping label on shirts and put the provided shipping label on an expensive watch (switched shipping labels). I had the shirts sent back to me from the watch company and resent the shirts back to Charles T. However, the original return that I sent to Charles T (watch) hasn't been returned to me even though they show that they have the package in warehouse. This has been going on for 6 months and never once received a return call or email as promised and I'm out an expensive broken watch that was needing to be returned to Watch company that I was charged for. Horrible communication and horrible return process. Don't order from this company! Service Shipping Returns Date of experience: November 9, 2023This company is unethical in their business practices. I received an email promoting their 3/$99 shirts and clicked on the link to purchase 6 shirts. Throughout the whole checkout process the sale price showed in my cart and it never asked for a promo code. When I checked out the sale price was removed and my credit card was charged for the full amount. I immediately chatted with their customer service and was told I would get a refund in 2-3 business days. Never got the refund so chatted with them again. In the end they told me that it could take a couple weeks to get my STORE E CREDIT, not a refund on my credit card. I asked to speak to a supervisor and was told it had already gone through a supervisor and that this was my only option. So this company charged me about twice what I was supposed to pay and then kept my money, only giving a store credit. I reported them to the BBB but the company never even responded to their complaint. Proceed with caution! Products used:Shirts