details about product: Non-Iron Stretch Texture Shirt - White & Sky Blue

Lovely fit & attracting comments when worn

On 23rd November, while Christmas shopping at Westfield White City, London, I visited the Charles Tyrwhitt store. I decided to purchase four shirts for my brother in the USA. The offer was 4 shirts for £119.20. Previously, I had bought him shirts from Next in size 15” collar, 32” sleeve, which fitted him well, so I purchased the same size from CT. When I spoke with my brother on Sunday, 7th December, and told him about the gift, he was very happy. However, during our conversation he mentioned that 32” sleeves are too long for him. I remembered the in-store staff had mentioned that CT offers tailoring/customisation for an additional cost. As these are premium shirts, it seemed sensible to have them altered by CT to ensure a perfect fit. My brother measured himself, and we concluded he needed 31-inch sleeves (1 inch shorter). On Monday, 8th December at 1:43 PM, I called customer service (0344 482 4000) to explain the situation and also mentioned that I needed the shirts ready before 19th December, as I am flying to the USA. The representative was very understanding and explained that placing a new order with tailoring online would take too long (5 working days + 4 days for alterations). He suggested a quicker solution: take the shirts to a store where their in-house tailor could alter them. He provided the store number (020 3001 1616) and asked me to press extension 3. I called the store at around 2 PM and spoke to a gentleman in customer service. He told me the tailor comes in every Monday and Wednesday. As it was already Monday afternoon, the tailor had left, but he would be back Wednesday, and I could collect the shirts by Friday. I asked the cost, and he clearly told me £10 per shirt (this call should be recorded). I agreed to this. Since I needed the shirts quickly, I was relieved and planned to visit the store the next day, Tuesday after work. I finished at 5:30 PM, took a cab costing £15 each way, and arrived at the store around 7 PM. At the store, I requested the alteration and asked for the total cost. To my shock, the customer service staff (a young lady) told me it would be £17 per shirt, totalling £68, instead of the £10 I was quoted on the phone. I explained the phone conversation, showed her the call timings, and she even verified the number on the card next to the till. Despite this, she insisted on the higher price. I messaged my brother, and he said the tailoring cost was too expensive—more than 50% of the shirt price—just to shorten the sleeves by 1 inch. I was extremely disappointed and frustrated. I had travelled a long distance, spent money and time, and didn’t even have dinner until 10 PM. As a heart and diabetic patient, the whole situation caused unnecessary stress. For such a well-known brand, the lack of consistent information and poor customer service was very upsetting. Because of this experience, I can no longer recommend Charles Tyrwhitt to anyone. Unfortunately, you have lost a loyal customer.