Poor customer service
One of the shirts we bought frayed badly on one side of the collar after the first wash.
We use Miele washing machine on the shirts mode for the washing.
We had issue with only one shirt and was clear it is a quality issue.
When reported this to the company’s customer service we got bombarded with messages that is tear and wear.
Even after sending the shirt at my own expenses to the company the customer service agent insisted it is tear and wear.
I then took the item to a shop, and was not surprised that the shop agreed that it is a brand new shirt and the collar fraying is a one off quality issue.
Too bad for the company to have a customer service agent that cannot differentiate between tear and wear and quality issue.
It looks like there is only one ill prepared customer service agent that doesn’t Mather what can’t think outside the box and accept the quality issue.
Funny enough I have taken this shirt to different physical branches and both of them agree is a faulty product.
Reply from Hawes & Curtis
Good morning,
Thank you for your message and for sending the shirt to us for review. I’d like to clarify that our customer service team did not inspect the item themselves, it was assessed by our quality department, and their conclusion was that the fraying was consistent with wear and tear. Customer service then passed on this assessment along with future care advice.
We appreciate your feedback, and we are sorry to hear you remain dissatisfied. As the shirt is now over a year old, it does fall outside our policy. That said, your comments have been noted and shared with the relevant teams, as they help us to improve both our products and our service.
Kind regards,
H&C CS Team