I had a really frustrating experience with Charles Tyrwhitt after spending more than $1,200 at their Tysons location on two suit jackets and several pairs of pants that has honestly made it very likely I won’t go back. The in-store experience was professional, and the staff were helpful during the purchase.
Before checkout, I was asked if I wanted alterations, which I agreed to (and paid an additional $120 for), but I was not told that doing so would make the items ineligible for return or exchange.
When I later reached out about fit issues, both the store and corporate said there was nothing they could do and maintained that I had been informed of the policy, which was not my experience. There was no effort to address a reasonable concern or give the benefit of the doubt.
For a purchase at this level, I expected some willingness to work toward a solution, even if that meant offering an exchange or store credit.
Instead, I walked away feeling less like a valued customer and more like I had been taken advantage of. I have no issue with the quality of the brand, but the customer service in this case did not reflect that same standard.
(Updated: re-Charles Tyrwhitt response. I’ve called the store multiple times and left my details with several of your store manager and corporate — which also spoke with your store manager — the same day I wrote this review. You have my details. You could reach out to resolve this issue if you wanted to.)
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Charles Tyrwhitt endeavours to produce the finest menswear, with timeless style and no compromise on quality. Our collection includes everything from dressed-up formal suits to casual shirts, and all the finishing touches you could need. We want every experience of purchasing with us to be a delight; and we believe so strongly in our products that we offer a full six-month guarantee.See more
