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 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, 2023I 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, 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, 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, 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, 2024I'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 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, 2024I 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, 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, 2023I ordered 5 shirts of the 5, I kept one, the three white shirs had a balck spot on each, same area, the blue shirt had french cuffs that I did not order. I trtravel so I bought 5 as a deal the problem was when i went on my trip 90 days had expired as I travel with new shirts and get pressed at hotel.CT would not orginally take back! After having to take pics, and 45 mins. On chat they agreed to return saying I should wash the shirts first, LOL, then they wanted to charge me $8.95 for a return charge. Never order from them. Products used:1 shirt out of 5 Service Value Shipping Returns Quality Date of experience: August 24, 2023In Australia we do not have any Charles Tyrwhitt shopfronts; we order on line & hope the shirts fit. If they don't you return & get a fill refund. Having gone through this scenario, I was pleased to see a Charles Tyrwhitt shop front at the 911 memorial Shopping center in New York. Within 20 minutes Marielle had me measured & sized in a 16 1/2 with a 1/2 inch to be taken off the sleeves for a great fit. We had 8 shirts set up with my preferred classic collar & a range of colors. Very Impressive. If you are down town - make sure you seek this lady out! Date of experience: September 27, 2022If you're reading this wondering if you should buy shirts from Charles Tyrwhitt, please don't! If your package is lost in any way, CT will not help you resolve it. Because the packages go overseas, USPS tracking and resolution methods don't work. You're dependent on CT to help, and they don't help. This is one of the best cases of caveat emptor - if you don't mind rolling the dice and maybe getting your shirts, maybe not, and being out a couple hundred dollars, then CT is your game! Otherwise, please protect yourself and don't do business with CT. Also be aware that all their customer service reps are liars. Of note, Keir Lockyer-Webb is particularly adept at obfuscation. If you call or email, there's no recourse - don't expect any action from them. In short, if there's a problem, you're screwed. You're best off to take it up with your credit card company. Writing this final review 5 full months after returning a package for a refund and never receiving it. Best of luck to you! Products used:oxford shirts Service Value Shipping Returns Quality Date of experience: December 1, 2022Honestly, I love this company and I will continue to get my shirts from them because they have very high quality shirts that are fitted nicely. I am only taking two stars off because as a loyal customer they send you thank you gift certificates for $60. I went on to use that for socks, and then I see that the certificate doesn't cover shipping and handling, which would cost an extra $15 and cannot be covered by certificate. I HATE when companies do this. It is not a scam at all, as the small print does say it, but it sucks to get excited for a "gift" when it is really a discount. If you want to give a gift to your customers, then just give it NO strings attached. I'd rather have a $30 GIFT that can be used for all charges than a $60 discount where I still have to pay $15 for all I buy. I know from a sales and marketing perspective their method makes sense, but we customers really don't like the "shipping and handling" nonsense. That said I will continue to be a customer because their products and service are great. I will simply toss out any of their "gift" promotions. Date of experience: January 28, 2024Aftercare of the shirts are terrible!. These shirts are more expensive than some high street brands, which we thought was better quality was absolutely horrendous when ironed as still creased even though it was sent to professional ironing company. Tip for consumers:none Products used:Shirts only Date of experience: March 28, 2022So 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, 2023Phone rep seemed confused or incompetent. Return/exchange policies awful and overpriced (they appear to overcharge for return shipping so it goes into their coffers). "The shirts fit a man that is 6 feet tall." That's a quote from CT rep. I asked about taller sizes and he said the shirts do not fit anyone taller than 6 feet. Products used:None used, all needed returning Service Value Shipping Returns Quality Date of experience: December 28, 2022I 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, 2023Save aggravation and shop elsewhere. I ordered a custom dress shirt with 33.5 sleeves. Shirt arrived with one at 32 and one at 32.5. Return nightmare! Had to dispute charge as Tyrwhitt said it would be 4-12 months for them to evaluate shirt and give refund. UNBELIEVABLE! Tip for consumers:Try Proper Products used:None Service Value Shipping Returns