I recently ordered a covert coat from Charles Tyrwhitt and thought others might benefit from learning about the experience.
I have been interested in the coat for some time and finally decided to take the plunge. Since the CT website doesn't really provide much information about the coat, I contacted customer service via email with the following list of questions:
A representative responded the next day with the following response:
After another exchange, the representative said the buying team would have to send him a coat. That seemed like an unusually lengthy and unnecessary process for discovering something that should be relatively straightforward for a clothing retailer. Consequently, the rep reassured me that I could return the coat for a full refund and not pay for shipping if I was unsatisfied with the coat.
Consequently, I placed the order on 10/15/2009. According to the email receipt from CT, the coat should arrive no later than Monday, 11/2/2009. I wasn't happy with the shipping times but accepted it anyway. Well, Monday came and went and no coat. I contacted their toll free customer service to see about tracking the coat and they said that wasn't possible.
I was leaving on a business trip the next day and wanted to take the coat with me and so I explained to the rep that I was very disappointed. He said that since they couldn't track the package, they would simply send me a replacement, which I took as a very generous gesture on their part (and a good step toward retaining a lifelong customer).
While away on my trip, I received a call from the same CT rep telling me that they would not be sending another coat because now they were able to track the package and that it was delivered. This seemed suspicious to me but upon returning home this morning, I found the package waiting for me.
On one hand, I'm pleased that it arrived but on the other, there I am very upset over how this was handled. I was told at the time of ordering and later in my initial conversation with the rep that tracking the shipment was impossible. Yet, low and behold after they promised to send a replacement coat, the company snapped into action. The official reason from the rep as to why the package was delayed more than a week was due to a customs problem. Ultimately, there was nothing more than a verbal apology for the problems and confusion.
Although I do love the coat, the actual buying and customer service process was so disappointing that I can't see myself buying anything from them in the future. Moreover, I certainly wouldn't recommend them to anyone. It's disappointing as they seem to make a good product but the remaining process of the customer relationship was lacking. Ultimately, if I wanted that level of service, I'd buy something from Costco where I don't expect reps to know about the products they sell.
For fun, here pictures of the unveiling process and answers to most of my original questions (for anyone interested in the coat for himself):
The box was damaged a bit on top, which provided some anxiety:
The coat was sealed in a canvas cover:
Upon removing the cover, the coat was wrapped in plastic:
After removing the plastic and inspecting the coat, I was relieved there was no damage:
There are two interior pockets and as you can see, the color is burgundy:
A view of the left inside pocket:
A close-up of the sleeve and hem detailing:
A better view of the felt collar along with a view from the rear - although it isn't readily noticeable here, the coat is tapered:
Finally, a much better view of the weave:
I have been interested in the coat for some time and finally decided to take the plunge. Since the CT website doesn't really provide much information about the coat, I contacted customer service via email with the following list of questions:
1) Is the coat have a taper in the mid section or is it cut straight down from under the arm to the bottom hem?
2) How many interior pockets are there and where are they located?
3) All all of the exterior pockets (including breast and ticket) functional?
4) How heavy is the fabric and what sort of lining (including color) does the coat feature?
5) What size do you recommend for wearing over a sport or suit jacket in a US size 40?
6) In the pictures, the collar looks a bit unstable, does it have any trouble with wrinkles or maintaining shape?
7) What is the sleeve (under arm to sleeve cuff) and overall coat length?
8) How much room is there to take in or let out the coat if needed?
2) How many interior pockets are there and where are they located?
3) All all of the exterior pockets (including breast and ticket) functional?
4) How heavy is the fabric and what sort of lining (including color) does the coat feature?
5) What size do you recommend for wearing over a sport or suit jacket in a US size 40?
6) In the pictures, the collar looks a bit unstable, does it have any trouble with wrinkles or maintaining shape?
7) What is the sleeve (under arm to sleeve cuff) and overall coat length?
8) How much room is there to take in or let out the coat if needed?
A representative responded the next day with the following response:
"I am glad to know that you are interested in purchasing the Fawn Covert Coat from Charles Tyrwhitt.
Please accept my apologies because I do not have the answers to most of your questions now. However, I have asked my Buying Team to provide more information and I shall get back to you as soon as I have the answers for you.
I hope this meets with your approval and I do apologise once again for any inconvenience caused. If I can be of any further assistance please do not hesitate to contact me."
Please accept my apologies because I do not have the answers to most of your questions now. However, I have asked my Buying Team to provide more information and I shall get back to you as soon as I have the answers for you.
I hope this meets with your approval and I do apologise once again for any inconvenience caused. If I can be of any further assistance please do not hesitate to contact me."
After another exchange, the representative said the buying team would have to send him a coat. That seemed like an unusually lengthy and unnecessary process for discovering something that should be relatively straightforward for a clothing retailer. Consequently, the rep reassured me that I could return the coat for a full refund and not pay for shipping if I was unsatisfied with the coat.
Consequently, I placed the order on 10/15/2009. According to the email receipt from CT, the coat should arrive no later than Monday, 11/2/2009. I wasn't happy with the shipping times but accepted it anyway. Well, Monday came and went and no coat. I contacted their toll free customer service to see about tracking the coat and they said that wasn't possible.
I was leaving on a business trip the next day and wanted to take the coat with me and so I explained to the rep that I was very disappointed. He said that since they couldn't track the package, they would simply send me a replacement, which I took as a very generous gesture on their part (and a good step toward retaining a lifelong customer).
While away on my trip, I received a call from the same CT rep telling me that they would not be sending another coat because now they were able to track the package and that it was delivered. This seemed suspicious to me but upon returning home this morning, I found the package waiting for me.
On one hand, I'm pleased that it arrived but on the other, there I am very upset over how this was handled. I was told at the time of ordering and later in my initial conversation with the rep that tracking the shipment was impossible. Yet, low and behold after they promised to send a replacement coat, the company snapped into action. The official reason from the rep as to why the package was delayed more than a week was due to a customs problem. Ultimately, there was nothing more than a verbal apology for the problems and confusion.
Although I do love the coat, the actual buying and customer service process was so disappointing that I can't see myself buying anything from them in the future. Moreover, I certainly wouldn't recommend them to anyone. It's disappointing as they seem to make a good product but the remaining process of the customer relationship was lacking. Ultimately, if I wanted that level of service, I'd buy something from Costco where I don't expect reps to know about the products they sell.
For fun, here pictures of the unveiling process and answers to most of my original questions (for anyone interested in the coat for himself):
The box was damaged a bit on top, which provided some anxiety:
The coat was sealed in a canvas cover:
Upon removing the cover, the coat was wrapped in plastic:
After removing the plastic and inspecting the coat, I was relieved there was no damage:
There are two interior pockets and as you can see, the color is burgundy:
A view of the left inside pocket:
A close-up of the sleeve and hem detailing:
A better view of the felt collar along with a view from the rear - although it isn't readily noticeable here, the coat is tapered:
Finally, a much better view of the weave: