Charles Tyrwhitt UK Review

Anonymous Customer wrote on 15-Jul-2012

Paid for next day delivery , but was not informed to that the next day does not mean next day for new customers.. Also your company does not let you know and i have to find out by ringing in myself..

Also emailed Nick Wheeler and have not heard anything from him..

15-Jul-2012
Poor as have written to Nick Wheeler and no feedback regarding my question to him???

16-Jul-2012
This email was sent on 4th July @ 14:04.. It was sent to

ForNickWheelerOnly@ctshirts.co.uk..

Hello Nick, order number: w37525719 i placed this order on Tuesday before 2pm well it was about 10am-ish..I then paid for Guaranteed Next Day Delivery..

I was then expecting this delivery on Wednesday 4th July ie Today. I checked my email and to my surprise was told it will be delivered tomorrow before 17:30..

This is not ideal as i am working away from home and needed a shirt an tie for Thursday afternoon for a affair I have been invited to.


To say I am disappointed is an understatement as this was my 1st online with your company.

I rang and spoke to the online chat person Whitney..

I am not blaming her just the company procedure that you do not have in place that can help when someone places their 1st online order with you..

Please see the conversation below..

whitney Greenidge: Hi, you’re speaking to Whitney Greenidge at Charles Tyrwhitt. How can I help you today?

nadeem: i put in a order yesterday before 2pm and have received an email saying delivery will be tomorrow .. i paid for next day delivery??
nadeem: order number w37525719
Whitney Greenidge: I will just have to check the order for you.
Whitney Greenidge: As this was a first time order and it was going to a different address we have to carry out security checks for your safety and ours. Due to this the order was slightly delayed. As a gesture of apology I will refund your postage charge.
Whitney Greenidge: I apologise for the inconvenience caused.
nadeem: i ordered next day for a reason as i need it tomorrow about 1ish? so can you get them to delivery 1st thing as thats the reason why i ordered from you
Whitney Greenidge: As the order has already left us and i with parcelforce we would not be able to control the delivery timeframe. They advise that they will deliver before 5:30pm
nadeem: honestly thats not good enough, why was i not informed of this yesterday?
Whitney Greenidge: I can appreciate that this has caused a problem. As the parcel was going to be delayed we should of contacted you and I am sorry for this.
Whitney Greenidge: I will pass this on to ensure that measures are put in place to avoid this happening in the future.
nadeem: this does not help me though! honestly this is not good enough .. its not as you're primark or topman where i would expect this!!
Whitney Greenidge: I understand that this information does not help you at this time however I am not able to get the parcel to you at an earlier time. The timeframe is before 5:30pm and so this could arrive with you before 1pm
nadeem: can you guarantee i am getting this before 1pm tomorrow??
Whitney Greenidge: I will most definately pass this onto customer feedback to ensure it does not happen again.
Whitney Greenidge: I would not be able to confirm the exact time the parcel will be delivered to you. Parcelforce do not provide us with estimated delivery timeframe.
nadeem: well can you not ring them and explain your company screwed up this delivery needs to be with me before 1pm..
Whitney Greenidge: I am sorry but Parcelforce will not do this, all parcels are scheduled to be delivered at certain times on their route dependant on where the house is located. They do not advise us of this timeframe and are not willing t make special exceptions. I appreciate that we have made an error on this occasion, I can only apologise as it is not possible to get the parcel to you at an earlier date.
nadeem: your statement says on your webpage!!
nadeem: Charles Tyrwhitt was awarded 1st place for customer service at the Sunday Times Profit Track 100 awards. Charles Tyrwhitt has customer service at the heart of its culture and this award recognises our extraordinary commitment to our customers.
nadeem: well this has not happened for me has it.. This was my 1st order s well
Whitney Greenidge: Yes sir and we do try and provide excellent customer service at all times. On this occasion we have admitted that a mistake has been made and the outcome has not been a positive one, I have considered all other options and I am not able to get the parcel to you any quicker.
Whitney Greenidge: I am extremely sorry
nadeem: also no one is willing to go out of the way and speak to parcel force and guarantee delivery before 1pm tomorrow.. why get a courier to delivery then
Whitney Greenidge: As I have previously mentioned, we are happy to call parcel force but they will not be willing to make an exception for this. We have been previously advised by them that once an order has been passed over to them they will not be able to change the delivery time it is dependant on where the parcel is on their route.
nadeem: the parcel will reach the bristol depot or something tomorrow morning then it goes out for delivery - why not get a courier from there to delivery it to me
nadeem: i also paid for next day delivery
Whitney Greenidge: That is not possible, the parcel has been despatched with Parcelforce. As it is now in there hands they will only deliver to the address on the parcel.
Whitney Greenidge: I appreciate that and as we have not met that requirement I have refunded you the charge of £10.95 to your card.
Whitney Greenidge: This will show in your account in the next 3-5 wokring days
nadeem: because i now have purchase another shirt just in case yours does not come before you should pay for that as well
Whitney Greenidge: We would not be able to pay for the price of another shirt.
Whitney Greenidge: If the shirt you have purchased is now no longer needed it can be returned and we would be happy to issue a refund
nadeem: i need that shirt but needed it to be delivered today!! i know we are going round in circles but i am disappointed with the service and this being my 1st order i am not impressed because you have nothing in place to get me my shirt by tomorrow 1pm...

After reading this you can appreciate my customer expectations have not been met at all..

Nadeem Khan
TV Producer / Director
nadeem@nadeemkhantv.com

Charles Tyrwhitt wrote on 16-Jul-2012

I'm real very sorry to hear this! We despatch just about every order on time but, on this occasion, we can only hold our hands up and acknowledge we let you down. We do have to perform more thorough security checks for new customers but this shouldn't hold-up the order as it did for you. Incidents like this really are extremely rare at CT and we will do our utmost to ensure it doesn't happen again. Please accept my sincerest apologies for any disappointment or inconvenience caused! In terms of your correspondence to Nick, I can assure you nothing goes unanswered, but we do not have a record of having received anything. We'll give you a call to discuss both matters shortly.

Anonymous Customer wrote on 16-Jul-2012

This email was sent on 4th July @ 14:04.. It was sent to

ForNickWheelerOnly@ctshirts.co.uk..

Hello Nick, order number: w37525719 i placed this order on Tuesday before 2pm well it was about 10am-ish..I then paid for Guaranteed Next Day Delivery..

I was then expecting this delivery on Wednesday 4th July ie Today. I checked my email and to my surprise was told it will be delivered tomorrow before 17:30..

This is not ideal as i am working away from home and needed a shirt an tie for Thursday afternoon for a affair I have been invited to.


To say I am disappointed is an understatement as this was my 1st online with your company.

I rang and spoke to the online chat person Whitney..

I am not blaming her just the company procedure that you do not have in place that can help when someone places their 1st online order with you..

Please see the conversation below..

whitney Greenidge: Hi, you’re speaking to Whitney Greenidge at Charles Tyrwhitt. How can I help you today?

nadeem: i put in a order yesterday before 2pm and have received an email saying delivery will be tomorrow .. i paid for next day delivery??
nadeem: order number w37525719
Whitney Greenidge: I will just have to check the order for you.
Whitney Greenidge: As this was a first time order and it was going to a different address we have to carry out security checks for your safety and ours. Due to this the order was slightly delayed. As a gesture of apology I will refund your postage charge.
Whitney Greenidge: I apologise for the inconvenience caused.
nadeem: i ordered next day for a reason as i need it tomorrow about 1ish? so can you get them to delivery 1st thing as thats the reason why i ordered from you
Whitney Greenidge: As the order has already left us and i with parcelforce we would not be able to control the delivery timeframe. They advise that they will deliver before 5:30pm
nadeem: honestly thats not good enough, why was i not informed of this yesterday?
Whitney Greenidge: I can appreciate that this has caused a problem. As the parcel was going to be delayed we should of contacted you and I am sorry for this.
Whitney Greenidge: I will pass this on to ensure that measures are put in place to avoid this happening in the future.
nadeem: this does not help me though! honestly this is not good enough .. its not as you're primark or topman where i would expect this!!
Whitney Greenidge: I understand that this information does not help you at this time however I am not able to get the parcel to you at an earlier time. The timeframe is before 5:30pm and so this could arrive with you before 1pm
nadeem: can you guarantee i am getting this before 1pm tomorrow??
Whitney Greenidge: I will most definately pass this onto customer feedback to ensure it does not happen again.
Whitney Greenidge: I would not be able to confirm the exact time the parcel will be delivered to you. Parcelforce do not provide us with estimated delivery timeframe.
nadeem: well can you not ring them and explain your company screwed up this delivery needs to be with me before 1pm..
Whitney Greenidge: I am sorry but Parcelforce will not do this, all parcels are scheduled to be delivered at certain times on their route dependant on where the house is located. They do not advise us of this timeframe and are not willing t make special exceptions. I appreciate that we have made an error on this occasion, I can only apologise as it is not possible to get the parcel to you at an earlier date.
nadeem: your statement says on your webpage!!
nadeem: Charles Tyrwhitt was awarded 1st place for customer service at the Sunday Times Profit Track 100 awards. Charles Tyrwhitt has customer service at the heart of its culture and this award recognises our extraordinary commitment to our customers.
nadeem: well this has not happened for me has it.. This was my 1st order s well
Whitney Greenidge: Yes sir and we do try and provide excellent customer service at all times. On this occasion we have admitted that a mistake has been made and the outcome has not been a positive one, I have considered all other options and I am not able to get the parcel to you any quicker.
Whitney Greenidge: I am extremely sorry
nadeem: also no one is willing to go out of the way and speak to parcel force and guarantee delivery before 1pm tomorrow.. why get a courier to delivery then
Whitney Greenidge: As I have previously mentioned, we are happy to call parcel force but they will not be willing to make an exception for this. We have been previously advised by them that once an order has been passed over to them they will not be able to change the delivery time it is dependant on where the parcel is on their route.
nadeem: the parcel will reach the bristol depot or something tomorrow morning then it goes out for delivery - why not get a courier from there to delivery it to me
nadeem: i also paid for next day delivery
Whitney Greenidge: That is not possible, the parcel has been despatched with Parcelforce. As it is now in there hands they will only deliver to the address on the parcel.
Whitney Greenidge: I appreciate that and as we have not met that requirement I have refunded you the charge of £10.95 to your card.
Whitney Greenidge: This will show in your account in the next 3-5 wokring days
nadeem: because i now have purchase another shirt just in case yours does not come before you should pay for that as well
Whitney Greenidge: We would not be able to pay for the price of another shirt.
Whitney Greenidge: If the shirt you have purchased is now no longer needed it can be returned and we would be happy to issue a refund
nadeem: i need that shirt but needed it to be delivered today!! i know we are going round in circles but i am disappointed with the service and this being my 1st order i am not impressed because you have nothing in place to get me my shirt by tomorrow 1pm...

After reading this you can appreciate my customer expectations have not been met at all..

Nadeem Khan
TV Producer / Director
nadeem@nadeemkhantv.com