T M Lewin issue -

Soldato
Joined
17 Feb 2009
Posts
3,001
Hi guys, on the 6th of April I placed an order for 5 shirts from the above company with 20% off code. I required alterations on 2 of them which adds up to 5 business days onto delivery, that was fine so taking into account their normal delivery it should have taken MAX 10 business days.

On the 10th day I didn't receive them, so I sent them a tweet saying I still hadn't received my order, they told me to email with reference number etc.

They replied saying basically "In recent weeks we have had a systems upgrade, this has caused us to experience some slight IT issues which we are in progress of resolving." They offered me 15% off my next order, which I didn't want because I didn't intend to purchase from them again and this issue put me off as well.

I said this wasn't acceptable because I had to tweet them in order to find this out, I should have been informed that you had an issue your end which would affect my order etc.

He then said "If you would like to cancel your order, I will request for this to be done for you, and we can then replace your order at a discounted rate." Which I thought was great so instead of 20% off I would have 35% off in total, all I had to do was confirm the cancellation. I replied this would be great what details do you require from me card wise etc. Said I could re order online or call them. (I called them as didn't want me card details through email)

Now, on the phone the person said that cancellation wasn't a gaurantee, now I wasn't made aware of this. As far as they said this would be ok, so essentially they lied to me? Then to top it off, he said basically they have no idea where my order was in the warehouse, it could have already been dispatched with/without alterations, so basically my options were the following; Wait to see if cancellation could be confirmed (Still waiting) or receive the shirts, then go to an alterations shop out of MY way then get them to alter them and then bill the company (Which could take ages) ... I am fumming ...
 
What would you suggest? So now I doubt i'll be getting the 35% off if no cancellation can happen which was said I could do?

Whats the returns policy like for altered items?

I suspect you will have little to no luck with DSR due to alterations on the items, but that might be the only thing worth pursuing.
 
First world problems!

Cancel he order and go and buy the shirts in store, every online order is a gamble some you win some you loose. Provided you get your money back you don't really have any complaint apart from there service was bad as a result of which they loose your order your future business and your good will they clearly think this is reasonable.

Quick aside, sounds like you were talking to the wrong person on the phone as soon as I got wishy washy answers like that I would have asked for his boss.
 
It will be your loss. TM Lewin make the best fitting shirts I have ever worn. Fantastic service in-store as well - they let you try shirts on.
 
First world problems!

Cancel he order and go and buy the shirts in store, every online order is a gamble some you win some you loose. Provided you get your money back you don't really have any complaint apart from there service was bad as a result of which they loose your order your future business and your good will they clearly think this is reasonable.

Quick aside, sounds like you were talking to the wrong person on the phone as soon as I got wishy washy answers like that I would have asked for his boss.

The reason I bought online was due to the 20% discount though or I would have gone in store.
 
They have a 30 days money back refund policy i think, so even if you receive it take it in to a shop and ask for money back. I am not a fan of tm lewin, i bought a few shirts from them and one of them developed a massive hole by the elbow. Something that never happens to me with cheap white 3 pack shirts.

The button also broke on the sleeve from rolling it up one day. Realy cheap quality shirt for £30.
 
They have a 30 days money back refund policy i think, so even if you receive it take it in to a shop and ask for money back. I am not a fan of tm lewin, i bought a few shirts from them and one of them developed a massive hole by the elbow. Something that never happens to me with cheap white 3 pack shirts.

The button also broke on the sleeve from rolling it up one day. Realy cheap quality shirt for £30.

I can take them back instore then and receive a full refund from them? Didn't know that.
 
First world problems!

That's where we are, yup... :p

In situations like this I try to be frank with the company about how disappointed I am, and why this makes me unlikely to ever consider ordering from them again, and likely to tell other people to avoid, and leave the door open for them to "make it right".

I find in most cases they come back with something that suits me, and it makes the whole experience positive - I don't mind a mistake, but I do mind a compounded one.

If you do complain, try to read your complaint from their point of view before you send it, so that you can determine what reasonable response they might make. As long as you put them in a position where the logical thing is to sort it out, then they usually do.
 
They have a 30 days money back refund policy i think, so even if you receive it take it in to a shop and ask for money back. I am not a fan of tm lewin, i bought a few shirts from them and one of them developed a massive hole by the elbow. Something that never happens to me with cheap white 3 pack shirts.

The button also broke on the sleeve from rolling it up one day. Realy cheap quality shirt for £30.

Be careful with refunds for unwanted bespoke/altered items, most T&Cs I've read exclude them - which is reasonable really.
 
I'm going to ring them at lunch and ask to cancel and make sure they know how annoyed I am at this service and how I won't be using them again.

They'll probably say that it's been dispatched and then I'm going to have to go to get them altered which is a joke.
 
Get the items sent to a local TM Lewin store and get them altered in store.

TM Lewin make the best fitting shirts I have ever worn. Fantastic service in-store as well - they let you try shirts on.

agree with this - got 5 recently - arrived super fast, great quality and a bargain at £71 after discount and cash back.

Also if you had an issue with them not being dispatched surely calling them up and speaking to someone would have helped instead of "tweeting" them.
 
Never had a problem with Lewin myself, ordered loads over the years with some lasting hundreds of washes, no loss of buttons, colour or shape (something which I can't say the same with Pink) - the fit is the best in this price range (I have to have the Fitted as "slim" these days is in no way "slim")
Staff have always been super friendly and useful, I've often ordered to their shops to go and pick up with included alterations to sleeves.
 
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