Charles Tyrwhitt - Scam or online fraud?

theevilfrog

I just wanted to let you know what has recently happened to me with Charles Tyrwhitt (the online formal wear shop) and wondered if any of you had advice.

I bought a couple of shirts online recently using a voucher code. The shirts were cheap, but we're not talking 'steal of the century (two shirts for about £24).
Anyway, a couple of days after ordering online, I got a stroppy email from someone at Charles Tyrwhitt to say that the code wasn't for everyone (which is stupid considering that it was everywhere online). They said that they would honour part of the order, which so happened to be the most expensive part (surprise surprise).

I wrote back telling them that I wanted to cancel, given the tone of their email. I then logged into my account on their site and noticed that the order was still processessing. So I cancelled it on there, and proceeded to remove my details (including bank details) from their site as I didn't want anything to do with them.

A couple of days later I got an apologetic email back from another member of staff that wanted to make up for everything. But I ignored it, as far as I was concerned, the order was cancelled and Charles Tyrwhitt were just one of my online mistakes, never to be used again.

A week or so later, I was asked to leave feedback on the purchase via a third party site. I said how rubbish the experience had been... Only for Charles Tyrwhitt to respond (again, in a stroppy tone) saying that the order had been dispatched some days after I had cancelled.

Lo and behold, the money had been taken from my account, even though I had removed my details and cancelled the order.
And yet the shirts still haven't arrived (dispatched on 17th December).

Is it just me, or does this stink?

Surely they can't take my money after the order has been cancelled and when I have removed my details from their site?

miduck

Did you receive a confirmation/ acknowledgement when you cancelled?

Charles Tyrwhitt are not a scam company - it sounds like they made a mistake. Give them a call rather than relying on email, you'll get a much faster resolution.

Lokolo

I buy the majority of my work clothes through CT and never found them to be anything but professional.

alphabet_soup

My husband gets his work shirts from CT. They look lovely on, are great quality, and as far as I know, he's not had any issues with them... If I'm honest, it sounds like they made a genuine error, and perhaps weren't quite as apologetic about it as they could have been?

gregg1

alphabet_soup wrote: »

My husband gets his work shirts from CT. They look lovely on, are great quality, and as far as I know, he's not had any issues with them... If I'm honest, it sounds like they made a genuine error, and perhaps weren't quite as apologetic about it as they could have been?

I agree. I buy my shirts and shoes from CT and never had a problem. It sounds like the OP was unlucky and perhaps needs to speak to a manager .

keyser666

I too get mine from CT and far superior to TM Lewin, I dont know what it is about their shirts and ironing them.

harrys_dad

I buy all my shirts from CT and they are fabulous, good value for money, 100% cotton, wear well and even include removable collar stiffeners. I have never had any trouble getting free delivery or discounts using the code on the catalogues, and they are much cheaper than similar or lower quality in the shops.

theevilfrog

It's good to hear that what happened to me doesn't happen to everyone.

However, from a 'feeling safe online' perspective, how would it make you feel if you had removed your details from a site and yet they were still able to proceed with the transaction and take money from your account?

Even if the data is stored somewhere permanently, you'd think that they'd be able to see that it had been changed by the user and perhaps get n touch with them before continuing with the sale.

I don't doubt that the shirts are nice and that they offer good value for money. It's the way that they've handled my purchase that I'm not happy with.

gregg1

theevilfrog wrote: »

It's good to hear that what happened to me doesn't happen to everyone.

However, from a 'feeling safe online' perspective, how would it make you feel if you had removed your details from a site and yet they were still able to proceed with the transaction and take money from your account?

Even if the data is stored somewhere permanently, you'd think that they'd be able to see that it had been changed by the user and perhaps get n touch with them before continuing with the sale.

I don't doubt that the shirts are nice and that they offer good value for money. It's the way that they've handled my purchase that I'm not happy with.

Have you spoken to a manager?

Helix

theevilfrog wrote: »

It's good to hear that what happened to me doesn't happen to everyone.

However, from a 'feeling safe online' perspective, how would it make you feel if you had removed your details from a site and yet they were still able to proceed with the transaction and take money from your account?

Even if the data is stored somewhere permanently, you'd think that they'd be able to see that it had been changed by the user and perhaps get n touch with them before continuing with the sale.

I don't doubt that the shirts are nice and that they offer good value for money. It's the way that they've handled my purchase that I'm not happy with.

The payment details will be stored against the transaction as well as the account. When you went through the checkout you authorised them to charge a certain card and they will most likely have performed an authorisation on the card. You can change the details on your account but that will only take effect on future orders.

This is quite normal practice for e-commerce sites so I don't see what the fuss is about regarding them charging your card after removing the details.

theevilfrog

gregg1 wrote: »

Have you spoken to a manager?

I'll be honest with you. I'm pretty wound up by it all, which is why I've been avoiding it. Don't want to get into a shouting match.