Hawes & Curtis Reviews 2,731

In response to Hawes & Curtis' February 24th response to my review:

I fully understand that you do not decide the fees but as I pointed out, you should warn your customers that your shirts are manufactured in Bangladesh which carries an extra 28% import duty in addition to the 10% UK import duty. Your website makes NO mention of any import duty before the payment window is reached... You should at the very least make it very clear that a shirt will cost 40% more than the sales price shown.

BUT my biggest grief with you is that you are in no way obligated to use the DDP shipping system (which stupidly charges the import duties upfront). YOU decide to do so for whatever reason (well, we know you benefit from it), but that is totally wrong. It is up to the US customs department to filter any packages at the border, check the customs declaration sticker or paperwork then charge the customer accordingly. Not yourselves. You are simply trying to save money for yourselves by using that type of system without forwarding the savings onto the customer or have some ulterior motive which benefits only yourselves.

I wonder how all the other retailers I purchase from (Charles Tyrwhitt, New & England, Eaton, and more) who also ship from the UK (I sent you proof of my recent CT shipment last week) manage to ship internationally WITHOUT charging any import duty or custom fee?? They do it the "right" and normal way by placing a customs declaration sticker on the box which US customs see when it reaches the border and THEY then charge the import fee accordingly (it is their job after all to regulate and check anything coming into their country...). That is the way things should be, not an overzealous company doing the job for a foreign country.

I would love for you to actually explain to me in detail why you are using the DDP method (which no one else I deal with does...) instead of just shipping it the "normal" way, where you fill out the customs declaration slip and stick it on the package for the US customs. Each time I ask you, you avoid the question or do not respond...

At the end of the day you can "blame" everything on your "international shipping partner" GlobalE for using such shipping system but you are ultimately responsible as you decide to use them, knowing how they proceed. You could easily switch to the traditional method...

Thia is your loss, but your international customers would respect you much more if you actually tried "working with them" instead of choosing to use methods that end up costing them much more than it should. Not all customers are liable for import duties, some have a discounted fee, and the customs office also does not always charge the fees either, depending on various situations, so you are actually charging 100% of the fees to everyone, without knowing, and not even offering an option to opt out of it...
That is totally wrong...

Bought shirts size 16 but unfortunately the sizing was wrong. After an initial negative approach from Customer Services the case was escalated to Management who then dealt with it and a refund was authorised. Unfortunate start but resolved by management in proper way.

Definitely not worth the money and I only gave one star because you have to!
I purchased 8 shirts in total, two lots of four. Two shirts from one group of four split from the cuff to the elbow and without seeing the split or product, customer service immediately concluded wear and tear even though the items were two months old and only worn about eight times. I have since had another shirt split along the side seam. These shirts are way overpriced for their quality.

Most shirts have either shrunk or deteriotated into a rough quality after a single wash, they wouldn't provide me a refund nor a new shirt.

And yes, i've followed the washing instructions keeping it well below 40 degrees.

DO NOT ORDER FROM THIS COMPANY

I ordered a Christmas gift I have been trying to return since, I waited weeks for a return label, and then 15 plus days for the refund. I chased it, they have since said the trousers are in a un refundable state (citing these have been worn and washed) which they haven’t, they have been Xmas wrapped, tried on, deemed the next size up was required and then started the long return).

Such a disappointment, I will never order from these crooks again! Save your money and time. Such bad customer service, and impossible to exchange/return.

Terrible business.

In response to your reply. The trousers were perfect when I returned them to you. Never worn, never washed as you claimed. Terrible service. Will never order from you again. Hopefully this will deter others also as the refund process has been awful!

Repeated issues receiving the apparent discount from the newsletter sign up. The online chat is a robot and no good.
Absolutely avoid

i had no issue with placing order or shipping or refund , my issue related to quality for the year of 2025 especially the shirts and shoes and fabric type , pictures of products do not match with item upon receiving it and when i return item i pay fees 3double of shipping fees , also customer service is no longer cooperative as 2023&2024
i have submitted a claim on 3rd February 2026 and i did not receive yet any response

In light of all that has happened, I am going to be as charitable as possible, because everything else I am thinking would be unpublishable. I have ordered from Floris, Turnbull & Asser, and other companies from the UK, but the experience here is by far the worst I have ever experienced in my history of purchasing items online. So, Trustpilot wants you to tell them what went wrong. At least three things went wrong. The first began with the order. It was sent to a shipper who is woefully incompetent. Second, it took 30 days for Hawes and Curtis to determine that the shipper had lost/destroyed, or stolen the merchandise; it took 15 days for Hawes and Curtis to provide a refund. This whole experience was agross disappointment. As I reviewed HC's reviews, their greatest Achilles heel is their shipper, Global-E (DPD). They seem to lose/misplace a lot of merchandise and have great difficulty with financial refunds. Add to that an AI-generated customer service that continues to offer 48-hour pauses instead of a personal phone call to help you address your issue. I rate them less than zero, a negative 5. If you are going to be in business, you need to act like you are serious about it. If you are not, GET OUT OF IT. It's that simple. Do not treat customers like crap. Finally, how can they improve? First, fire your shipper. That one step alone would immediately elevate their level of service. Second, though you may have a high volume of calls, at some point, you need to invest in a customer service department, even if you have to rent it from overseas (India or the Philippines). Right now, it appears Hawes & Curtis is hiding behind its AI-generated customer service, stalling instead of responding to customers' needs. Finally, an apology means nothing when you are not compensating the customer for their inconvenience. But I am almost positive that Hawes & Curtis will do nothing. But I am going to continue to speak with authorities who will ensure that they either serve the customer well or shut their doors for business. It is blatantly disrespectful to treat customers this way, and they should not get away with it. Period, end of sentence, full-stop.

Disgusting l paid 4 95 delivery and 7 95 for a return it was only a pair of trousers total rip off do not use this company if l could give it 0 l would a 3 pound handling fee is a joke another way to rip people off at the end of the day l paid nearly 13 pounds for delivery and returns shame on you l paid 4 95 delivery and 795 return that makes 13 00

The ladies blouses are great for work and reasonably priced for the quality but the lady staff member in the "basement" lower floor in their so called flagship store in London is so arrogant and entitled

She moans if you try on more than 2 shirts as she has to steam them afterwards??? She won't let you pay half in cash and half on a card despite the bill being over £300 and is just plain rude every time we go in there!!! It's the dirty looks and the don't touch nonsense that's so off putting!!!

If you order online to get money deducted for returns so you're forced to endure this horrible woman if you want to try before you buy
So wrong!!!!!

I am extremely disappointed at the response I got.

I ordered a pair of shoe, which I wore for 1/2 a day, and the sole began to come apart from the main shoe. After messaging the customer service team they got back saying that this was resonable wear and tear.

There is no way that this is reasonable wear and tear within half a day. I do not believe that shoes should be a single use item as I understand their response is insinuating. 

I expected a lot better quality from the business and feel ripped off and insulted by the standard.

If I wanted a pair of shoes to wear once I would have gone somewhere else and not spent £119 here.

Good variety and quality however sizes are totally arbitrary. Had to return everything I have bought.

Grubby shop, ridiculous prices for Chinese tat. Don’t waste your time.

I bought a £450 suit from the Westfield store. I had to go back five times because the alterations were either not done at all or done badly, trousers with different leg lengths and bunching on the jacket shoulder. They tried to make me pay for the extra tailoring, then told me they had paid it as a ‘goodwill gesture’. All I got as compensation for all the wasted time and money was a refund for a half price shirt. Their complaints department did nothing to help apart from offering me 15% discount on a future order, after I had told them I would never shop there again. A bad and stressful experience.

This company is scam company, first they tell me .The system won’t allow you to cancel!! Either though the item as not left the fulfillment center.. They then take a week just to process the order.. So at anytime you have buyer remorse they will still process the order!! After several emails to them directly and using this Global E. I was told the pants were non returnable, there’s no indication or information during checkout stating that pants to a suit you order isn’t returnable.. Global E is AI generated system said that return policy states this information. I can’t fit suit why would I keep pants and return the jacket!!! I repeat if you are an international customer, they will screw you over!!!! Do not purchase anything from Hawes and Curtis!! There’s no live rep to handle any issues. Emailed Hawes and Curtis directly just so they can tell me go through Global E their international partner!! The worst experience ever!!!!!! Please don’t order no suits or pants because you will stuck with them!! 🤬🤬🤬🤬🤬. Bad enough $105 for duty and custom fees that non refundable!! So now I have to take $400 dollar lost!!

Having bought several shirts from the company over the last few years, I was disappointed that the
Classic Fit Lilac & White Textured Weave Non-Iron Shirt SKU: WYVRI002-K44 that I purchased last August has frayed at the seam. I had only worn the shirt about 6-10 times and had adhered to the correct washing/drying instructions. I contacted Customer Services, whose response was that the damage "appears to be consistent with wear and tear rather than a manufacturing fault.".
Of any other shirt I have bought in my lifetime, I have not had a shirt fray in such a manner, even after years or wear and tear.
It just seems I bought a poorly made shirt but the response from Customer Services to a fairly regular customer was disappointing.
Hopefully, other customers will not have the same experience.

Delivery for online orders in the worst I have ever experienced.
Took them 3 days to even process the online order, then email to say with Royal Mail, which then on the tracking says it has not been sent to them yet, with then another 5 days before notification from Royal Mail to say out for delivery.
Trying to call customer services is a joke, so don't even waste your time with this, and customer service email is just as bad.
Wanted to cancel the order as had to buy from elsewhere, and told me couldn't cancel delivery and to return, which I would have to pay for and then wait another 5 days for refund.
God awful service

Ordered two pairs of shoes, only as it was a sale, Si wouldn’t be able to afford them at full price. Both arrived together. One pair was absolutely fine, the other damaged. I was livid to find that I’d been sent a damaged item and that a quality check had either not occurred or felt it was adaptable to send to a customer. I sent customer services an email just to get a feeble apology a few days later and the link to use the online system to submit my return or exchange. I exchanged them immediately, and am still waiting to hear when/if the replacement will arrive. It’s disgusting that even if you return an item for an exchange, you’re not refunded the complete value as they deduct a percentage so you pay postage twice.
They make it clear in multiple places that items need to be in a re-sellable condition when returned, when it’s an insult that they dispatch faulty products to customers in the first place.
I thought better of a brand that’s been around for such a long time. I have learnt my lesson that even some long-standing businesses aren’t worth spending the extra money on, even during sales. I probably wouldn’t purchase from Hawes and Curtis again and would dissuade others from doing so.
Having now seen the reviews on here, I’m not surprised at all and should have done my research in the first place.

Order placed on the 26th Dec 25
Delivery email received saying it would be received on the 5th Jan 26
Raised an enquiry on the 7th (540071) and only received an email confirmation so called again on the 8th only to be told I have to wait a further week before anything could be done
As I can’t contact your delivery partner directly can somebody please look into this today to get this sorted

Ordered a shirt for Christmas in November- wanted to return after Christmas- beware they stick rigidly to 28 days returns even over Christmas and would not accept a return.
Email response assumed my understanding- how presumptuous!
Be warned about this company.