Hawes & Curtis Reviews 

I ordered a suit from Hawes and Curtis which arrived in good time - it was excellent quality and very well cut. However, the trousers were a little small, so I decided to exchange them for a larger pair. I posted the return on the 28th of November, and they have still not arrived (it is now the 10th of December).

I understand that this is Royal Mail's fault, but when I reached out about the situation I received an extremely unhelpful response telling me that it had been delayed and there was nothing they could do. I had asked a specific question; could they set aside a pair of trousers for the exchange because I was worried that they would sell out. This was not answered in any way.

I tried to contact through different channels - the "chat" feature is really a robot that you cannot convince to let you talk to a real person. It seems to just submit ticket requests on your behalf. I tried to call both the customer service number and the number for legal (in the terms and conditions) - both had an automated voice telling me that no agents were available. It then hung up.

How is this acceptable for a supposedly "luxury" brand? The suits are - so far as I can tell - quite nice, and made out of good material. But the customer service is shocking, and their returns/exchange procedure is really terrible.

I had planned to do a good deal of Christmas shopping here for my male relatives - I won't be doing that anymore.

Edit: I can confirm that after I had written this review, my return was confirmed - the parcel is still at Royal Mail, so I'm grateful that the team managed to be flexible. My thoughts on contacting them for customer service remain - unacceptable.

I recently bought shirts from Hawes & Curtis, and I’m genuinely impressed. The fit, fabric quality, and overall finish are top-notch. They feel premium, look sharp, and are extremely comfortable to wear. You can tell the craftsmanship is excellent.
I’m really happy with my purchase – definitely exceeded my expectations. I’ll be buying more for sure! Highly recommended.

I have ordered two jumpers some weeks ago, wore them TWICE, and sadly they bubbled and felted. When I contacted customer service they assumed that the reason the item developed a fault was due to rubbing or friction of the items. A good quality fabric should not really develop a fault after wearing it just two times- it is simple as that!! I spent about £80 for each jumper which I am forced not to wear as they look like I have been wearing it for years!I I was not expecting a refund but at least a replacement! I was a loyal customer and always recommend the brand to friends, but I will be buying my clothes elsewhere from now on.

I never received my order. I contacted customer services and they sent me a proof of delivery image, it did not match my front door. I’m then told they need to investigate and to answer some questions. I do that. I’m then told to wait 3-5 days. I wait a week and email again. I’m again told they need to investigate and to wait another 3-5 days. I respond that I thought they already did this and I’m told to wait. Worst customer service ever. In case anyone at Hawes & Curtis with a modicum of sense (hopefully not Laura) reads this my order number is 3688738.

I ordered a suit in the sale. Having received it, I was so pleased that I decided to order another in a different colour. Unfortunately the website only had a jacket in my size. I made some enquiries with my nearest store (over 50 miles away) they told me Brent Cross’s had my size. I phoned Brent Cross and fortunately spoke to May, who was absolutely brilliant. I explained my dilemma and she went out of her way to accommodate me to ensure the trousers were tailored to my size and delivered to my nearest store. As a result I ordered the suit jacket online. I have to say I have not in a long long time experienced such a high standard of courtesy and professionalism. She is a credit to Hawes and Curtis and a delight to do business with. May I say a personal big thank you. It’s a shame the head office when I phoned did not replicate this high level of service. Thank you May from a very satisfied customer.

Not buying from this store ever. After placing an order, I noticed that they were charging me tariffs imposed by the USA. I immediately (within minutes) contacted them to cancel the order, but they refused to do so. They said I can return the items once received, but I would not have the amount of the tariffs refunded which was over 100 dollars.

I bought 4 shirts on the recommendation of an uncle. At first I was very happy with the quality but after every shirt ripped at the elbow I didn't chalk it up to my bad luck as opposed to bad quality products. In the interim I ordered 2 more shirts which ripped at the cuff.
Customer service were extremely unhelpful. They offered me 15% my next order but I have no intention on spending any more money on shirts which last less than 6 months.

Wrote a review about Late Delivery / Customer Services and received a response to email them.

Sent the email on 1st October, over two weeks later and no reply to the email.

Shop elsewhere in case you run into issues, the customer services is just awful

I am so pleased with the fine and quick handling of my order - I recomend this shop - and will be back soon
Just very nice in the hole!

KInd regards
K.Kroeger

I recieved a Refund 3 days after i was excited i was the last to order a 3-in-1 jacked. No contact or compensation possible at all. Order: GE9799954233GB

Exceptional service this afternoon at Cardiff store. To start, the store is laid out well, with a great selection of menswear. I was served by Luke and to say he was patient was an understatement. He helped in finding the right fit, advised about look and length and was so polite. A completely unrushed and pleasurable shopping visit. Just as a side note, the changing rooms are so comfy, I could have moved in - carpeted and big enough to change without feeling like you’re in a cage! The other gentlemen, I believe his name was John was serving another gentleman and have to say his manner was exceptionally good - ending his interaction with a genuine ‘have a good evening’ To add I used to be Marks and Spencer’s through and through but not anymore!! Well done guys - keep it up - you are shinning examples of what retail should look like

I'd never ordered from this company before, but my query was responded to quickly and all was fine. Love the website. Great range of dresses. I purchased a lovely soft corduroy midi dress. I did have it shortened but it looks great. Would definitely recommend this company. Shall order from them again.

Just had to return a blouse and not happy ..all in all I’ve paid £8 in postage for nothing the sizing was completely off the mark and would expect a free return at least in this case .. since read the reviews on bad sizing and poor customer service wish I hadn’t bothered

I decided that the fitted white double cuff shirt I had bought was a bit too snug. I asked if I could exchange it for the next size up a couple of weeks beyond the 28 day return period. I was told no. I was not requesting a refund and the shirt could not be said to be a fashion statement and difficult to resell out side the 28 day return period. I found the attitude inflexible and unhelpful and not what I expected from this Company trading on its history and Jermyn Street address.

Firstly, what did I buy? An exquisite pair of suede trainers made in Portugal, not in Asia.
Secondly, I received them in no time.
Thirdly, H&C did the extra mile, namely,a spare pair of shoelaces and a cloth bag for each shoe, with the logo of the company.
Lastly, I bought them at half price.

Purchased monk shoes a few months ago, and due to very soft leather in toe cap and seemingly no stiffeners, it developed a crease on the very tip of the toe box (very unusual!). In terms of care, the shoes are sized correctly for my feet and I used shoes trees and occasionally polished. Raised with customer service but they refused this was a quality issue and would not offer and refund/replacement. Very disappointing considering the shoes £169 retail price tag. Not something I have every had on my many pairs of smart shoes from a number of manufacturers.

I placed an order to be delivered on the 2nd to an airbnb. The order wasn't delivered till the 4th. When I called for the order to be replaced or refunded, I was refunded the courier charges only. I ended up not receiving the order although I specifically paid extra for the order to be delivered on time.

Hawes & Curtis trades on the heritage of Messrs Hawes and Curtis, who would be turning in their graves if they could see what this once great company has become.

I placed an order with next-day delivery, only to have it held up by their nonsensical “security checks.” I even cancelled my first order and tried again with an alternative payment method in an attempt to circumvent their so-called “random” checks. This resulted in the same roadblock all over again, while they happily debited the funds from my account _twice_.

Trying to resolve this was a nightmare. Their chatbot is utterly useless, offering no real support. Calling customer service was worse: a slick American voice assured me of a “2-minute wait,” only for me to be cut off after 10 minutes on hold. I called again, waited another 4 minutes, finally got through to a polite lady… who couldn’t help me at all. There was no urgency, no ownership, and no resolution.

At every touchpoint, Hawes & Curtis have shown indifference to the customer experience. They’ve turned what should have been a simple purchase into a drawn-out, infuriating ordeal.

A company with this history and reputation should know better. Instead, they hide behind bureaucracy and broken processes, with no sense of immediacy or responsibility.

I will not be shopping with them again.

Very bad customer service. I lost my parcel and they were so rude to not accommodate any request.

Updated after the response: there was no offer to help rather a confirmation that as parcel was delivered at the address they can do nothing to help and if i need help i can file a police complaint. Thanks

Updated on 5th September. I got in touch with the company again after receiving the message below, but after a wait for around 3 days i have got the same response. I have already filed a police report regarding stolen parcel but the company has not at all been flexible in accommodating any request and did not take responsibility of why the parcel was left in the communal space in the building and not outside my flat door. Anyway, they have wasted enough of my time and i would strongly advise the potential customers to be aware of the inflexibility policies of the company and save your time.

Kind regards,
Rubab

Scam – Avoid at All Costs!

Hawes & Curtis sold me the wrong size shirt, refused my return, ignored four emails, and kept my money. No refund, no response – just theft. This company is a total scam.