charlestyrwhitt.com

I have always been keen to recycle garments and so I was pleased to see that Charles Tyrwhitt has a

I have always been keen to recycle garments and so I was pleased to see that Charles Tyrwhitt has a shirt recycle scheme and one ostensibly offering £5 off a new shirt for every old one donated. On two occasions, I took a total of 15 shirts to my local branch at London Bridge. On both occasions, I left with the understanding from two different assistants that my CT online account would be updated where such credits could be found and used against future online purchases, as I was unable to stay and shop on each occasion. However, no such credits were ever made. Indeed, the only change that I have witnessed has been the deletion of my order history from my long standing online account. Consequently, I engaged with the CT Virtual Assistant to follow up on my experience. This was a tedious, frustrating and time-consuming exercise. It concluded with me requesting the Bot to contact the CT Complaints Department to treat the chat thread as a complaint given how unsatisfactory the experience had been. The Bot acknowledged this request. Despite this fact and my one star review left following the experience with the CT Virtual Assistant, nobody from CT ever contacted me. This leaves me with the impression that Charles Tyrwhitt are not prepared to deal with complaints, nor desire to improve their service. Nonetheless, I have always found the staff in the CT stores to be very pleasant and helpful, however, my experience with the CT Virtual Assistant was awful and I’m left with the impression that the CT shirt recycle scheme smacks of Greenwashing.

Date of experience: Apr 11, 2026