Charles Tyrwhitt คำวิจารณ์

Most odd. Our site offers product in US$ and I just cannot understand why you are being charged a conversion fee (unless you are ordering from the UK site in UK£. We will look into this at our end. Best wishes Nick Wheeler

I really am very sorry that your order has yet to arrive. We do have a very reliable system in place that keeps our customers informed about potential delays if an order is with us and in progress or if we’re awaiting items to arrive from our suppliers. However, we have found that parcels going to the US can be picked up by US Customs for random checks, which causes delays that are completely out of our control and therefore cannot be anticipated. Since the order in question is a large one and is now 5 days overdue according to the despatch date and delivery time to the US from the UK, I highly suspect that Customs is at work. I can see from your account that you contacted us on the 14th July and confirmed that you would be willing to wait until the end of this week for the parcel to arrive and subsequently let us know whether or not we should send a replacement order. Please be assured that this is the only reason why we have not chased this up with you since. If you would now prefer that we send a replacement order, please do let us know and we certainly will. Again, I do apologise for the frustration of a delayed delivery. I hope this experience will not keep you from continuing with us as it would be a great shame to lose you as a customer for circumstances that are quite out of ours hands.

We certainly care about our customers and therefore you as a customer. This is why we are more than willing to send you a replacement order even though it is impossible to know for sure what has happened to your original order whilst in transit overseas. As mentioned previously, the only reason this wasn’t arranged sooner is because of your expressed willingness to wait a little longer for parcel to arrive and then advise us on what action needed to be taken if any. I do very much apologise but we simply cannot know if a parcel has not arrived with a customer and therefore make contact with an explanation as to why this is. The suggestion that the parcel is with US Customs is based on high probability given our past experiences with large orders entering the US. Certain parcels from us attract the interest of Customs and while we work with our overseas distributors to make sure that all our paperwork and labelling is acceptable, we are powerless against US Customs. In the past this has been a short term problem affecting only a small number of parcels, but for some reason over recent weeks the problem has extended and you are right that we need to now establish a process that informs customers of likely Customs delays if their parcel is affected. The problem with Customs as you will be aware, is that firstly they will not give an estimated processing date and secondly you cannot put any pressure on them. We are genuinely sorry about this problem and are very much aware of the impact this has on our business.