CB Apparel Charles Tyrwhitt Shirts Incorrect order

Charles Tyrwhitt Shirts Reviews and Complaints

Charles Tyrwhitt Shirts – Incorrect order

Teshome HAILE Kintamo of US

Aug 28, 2025 12:24 pm EDT

Verified customer

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To Whom It May Concern,

I am submitting this formal complaint regarding my recent order (Order No: WUS10911873). Despite multiple communications, your customer service has failed to address my request appropriately.

Order Error: The items delivered (shirts) do not match the specifications clearly indicated in my order confirmation (see attached documentation and pictures).

Failure to Resolve: Instead of providing a resolution, your representatives have attempted to place the burden on me to correct the error, including requiring me to arrange shipping and expend additional time. This is unacceptable, as the mistake originated with your company.

Requested Remedy: I require immediate action from your company to:

Arrange the collection of the incorrect items at your expense.

Replace them with the correct shirts as ordered without further delay.

If this matter is not resolved promptly, I will have no choice but to escalate my complaint to the relevant consumer protection agencies and pursue all remedies available to me under applicable law.

I trust that your company values its reputation and will take immediate steps to correct this situation. Please confirm in writing within 7 business days the actions you will take to resolve this matter.

Sincerely,
Mr. Kintamo

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Charles Tyrwhitt Shirts response

Sep 02, 2025 7:53 am EDT

Charles Tyrwhitt Shirts customer support contacts

Phone numbers

+44 208 174 4100

+353 16 950 995

Address

Cottons Centre, Cottons Lane, London, England, Greater London, SE12QG, GB

Website

www.ctshirts.com

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Dear Mr. Kintamo,

Thank you for your feedback, and I’m very sorry that you felt the need to submit a complaint regarding your recent order.

After reviewing your order and previous communications with our customer service team, I understand that you ordered four shirts with French cuffs, which require cufflinks. After receiving the order, you contacted us to indicate that you had intended to order shirts with button cuffs.

Please note that when placing an order online, customers are prompted to select either a single (button) or French (for cufflinks) cuff. Your selection of French cuffs was confirmed in the order confirmation. While I understand this was not your intention, it does not constitute an error on our part.

My colleague has already offered you an immediate exchange with the correct cuff and provided instructions for a free return. Please note that, as a general policy, we do not offer home pickup for returns from the US. You can register the return online and send the items back using a QR code via our returns platform: www.charlestyrwhitt.com/rebound

As mentioned earlier, we’d be happy to arrange an exchange for the shirts with the cuff you prefer. We would kindly ask that you return the shirts using our standard returns process, so we can ensure a smooth and speedy exchange for you.

Thank you for your understanding.

Kind Regards,
Anne
Chares Tyrwhitt