This was a refreshing change from the service I'd received in other stores throughout this process. My mother and I recently visited the London branch in Westfield (Ariel Way) to purchase some shirts for my upcoming wedding and received impeccable customer service. Please allow a few days for Huma to get back in touch, and I trust we'll be able to turn this around for you. Of course, I appreciate this may mean very little when you are one of the very small number of cases where things do not go quite to plan, but we'll always do our very best to put things right. We always aim to provide the best possible service for customers - before, during and after a purchase - and have built a very strong reputation on this over the past 30+ years. Huma is keeping a close eye on this for you, and will reach out once we have an update.
CHARLES TYRWHITT REBOUND UPDATE
We'll be getting back in touch with you directly with an update in due course. I understand after you spoke with my colleague Huma on 23rd/24th June, and this is being reviewed. Indeed, it is extremely disappointing that things didn't run as smoothly as we both would have liked (and expected) on this occasion. Hi Neil and thank you both for your feedback, and for getting back to us with details of the order so we could take a closer look. Obviously this is completely unfair, and I would appreciate it if someone from the company could reach out to me and do the right thing. They outsource their alterations so that they can refuse returns on any suit sales that involve an alteration (which I suspect is a large portion of suit sales). So it seems that the company has built a loophole into its own guarantee policy. I spoke to the team online, however they said that the guarantee does not apply to anything that was altered "outside of Charles Tyrwhitt".
However, the Store Manager told me that the guarantee does not apply because the trousers were altered. I wore the trousers once and realised that there was a loose thread on the front of the left leg, so I visited the store today to get them exchanged under the 6 month guarantee. As part of their service, the length of the trouser legs was adjusted because they did not fit me off-the-rack. I recently bought two suits and a number of shirts from the Charles Tyrwhitt store in Canary Wharf. Guarantee invalid due to in-store alteration
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