![]() Our Customer Service Team are here to help, as you found, should an offer disappear unexpectadly. The latter is due to the website needing to update from time to time and sometimes your offer is lost. There are a few reasons why prices can change during checkout the primary reasons being that a second discount is applied, thus kicking out the old one, or that you've been browsing for quite a while. This certainly isn't the level of quality that we're known for and I assure you that we can, and will, do better. Best regards Team CTĭear Andrew, I'm very sorry indeed to hear that we've fallen short on this occasion. I'm truly disappointed to hear this feedback and if more information were provided I'd be happy to try and resolve this with you. The fee is there to encourage you to work with us to resolve your sizing or material issues. Exchanges have, and will always be, free of charge. Finally, we do have a return fee that is charged when items are returned for a refund only. Again, without looking at your most recent order and comparing them to previous purchases I cannot advise as to why this might be. The quality is still as good as it ever was and we still make it our mission to make it easy for men to dress. If no new trousers can be recommended, the only thing to do would be repair the trousers via your local tailor if they are outside the six month guarantee. ![]() You'd just need to email into us images of the jacket so that our team can try and match some new trousers for you. Our Customer Service Team is always here to help and that includes being able to advise similar looking replacement trousers for your jacket. We did send out a request for more information but this hasn't been answered. ![]() Without knowing more information about this, I simply cannot investigate further to see what we could do to help. In any case, we do have lots of offers and they all provide varying savings, so be sure to look out for the next one we have going! Regards CT Teamĭear Jon, I'm sorry to hear that your trousers have become damaged. Not all offers are on all the time, and sometimes there may be none, so in that situation the 'fall back' is the multi-buy (which is what I think you might be referring to by "$60 per shirt") and that is still a great saving over the individual price of a shirt. If you do have any queries or concerns over pricing, or applying promotional offers, then by all means have a chat with us and we'll be glad to straighten things out for you! We want you to get a great deal, so if you find an offer online that is better (we often have great offers on our social media feeds for example) then please use that. I'm sorry there may have been some misunderstanding with pricing - particularly our various promotional offers it seems - but it is not at all correct to use the term "bait and switch". Hi Giga and thanks for taking the time to share your feedback with us. Please allow a few days for Huma to get back in touch, and I trust we'll be able to turn this around for you. ![]() Of course, I appreciate this may mean very little when you are one of the very small number of cases where things do not go quite to plan, but we'll always do our very best to put things right. We always aim to provide the best possible service for customers - before, during and after a purchase - and have built a very strong reputation on this over the past 30+ years. Huma is keeping a close eye on this for you, and will reach out once we have an update. We'll be getting back in touch with you directly with an update in due course. ![]() I understand after you spoke with my colleague Huma on 23rd/24th June, and this is being reviewed. Indeed, it is extremely disappointing that things didn't run as smoothly as we both would have liked (and expected) on this occasion. Hi Neil and thank you both for your feedback, and for getting back to us with details of the order so we could take a closer look. ![]()
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