Hawes & Curtis Reviews 

I bought a bonded leather belt from a story in the City of London at the end of last year. Six months later the leather is degrading. I asked at the store why, they said “it’s rubbish” and “it shouldn’t be doing that”. Made a complaint online and was told as it was out of the 28 day return window, there’s nothing they could do. £65 for a belt should be high quality. If I wanted something that would fall apart after a couple of months I’d buy a cheap one from any other store!

Ordered at 9am suit for next day delivery and reciebed the confirmation email. Received an email at 16:30 stating the trousers were not available and change the trousers but the jacket had been dispatched. When I asked how I was able to order them online, I was told they were in stock when I ordered them but were given to someone else. Although paying for next day delivery and being told the jacket had been dispatched, I never received it.

I am very disappointed with the service offered by Hawes and Curtis.
I would not recommend online service at all. I have twice ordered shirts which were in stock when ordering, but when it came to delivery, in both occasions, items were out of stock. Why would you offer items to sell if you don't have it in the stock. I would expect much better from Hawes and Curtis. I was looking forward receiving my shirts as I urgently need it for work and I was left with out of stock note. It's also no point to call customer service as there is nobody to answer the call. They have lost another customer, and customer service didn't even bother to acknowledge my complaint. Terrible.

I bought socks which shrank in the wash. No return was possible….despite these goods being faulty.
The agent in customer care ( hoho) was on autopilot and did not address my comments

I bought 4 polos which all lost their shape after one wear and washing according to instructions. No response to initial contact. Responded very quickly after I posted a review online. The loss of shape after 1 wear was judged by them to be acceptable wear and tear and they were not prepared to do anything. They closed the matter with no dialogue. Be careful if you intend to wear the items more than once. Premium price - quality does not reflect this.

Poor customer service. Management unwilling to talk on the phone to customer about issue with shirts. Grammar mistakes in email response making it hard to follow.

After buying shirts since February 2009, I will never purchase again.

Good communication from the team member. Nice replacement

3506930 - Initially I had a few issues but resolved now. Great quality items as always!

Ordered at 26th of April. Now 13th of May still nothing. I already contacted the CS. The only answer was the same every time;Please be assured that we are investigating your inquiry and will get back to you soon.
After another week still no reply. I have been a client for many years now. This never happened before. Very poor service

UPDATE: 6 days after I received the reply from H&C (below) still no response. Great job H&C

Having ordered from there site, it arrived on time but items had to be returned which was done same day and marked as received a couple of days later. However it took almost 2 full weeks for it to be processed and replacements sent out, by which time one item was no longer in stock.
Despite the extended time it took at their end, they give you 4 days to decide whether you want an alternative or refund before they process it anyway.

When I emailed with my response and expressing my disappointment in the time frame and service, I received a bland reply telling me my refund would be processed and absolutely did not address my comments at all.

Reading other reviews it would appear others have similarly poor experiences and when raised either receive a stock 'we have noted your concerns' or dismissed completely.

Having used other companies that use the Intelligent Returns format and process replacements immediately, I don't see myself using this company again or recommending them. Thereal are other companies with much better online and customer experience.

[updated 19 June 2025]
I received two generic and identical offers for a small discount on a future purchase, which when I observed they were the same or lower than those already available regularly, they stated that they have done all they believe possible. Unfortunately at no point have they actually dealt with the key issue at hand; communication. I wasn't motivated by a financial settlement, particularly not when it appears insincere and same or lower than what I could get via existing offers...

Dropped my review to two stars as a result of continued indifference. Since found that Hawes & Curtis have many reviews for poor service.

[Update 26 June - H&C responded to my last Trustpilot Update, stating that they had offered a discount but could not offer anything more. I have dropped my review to 1 star now as they clearly didn't fully read my last response; I was not seeking a financial benefit but addressing their poor communication. They appear to make out they have generously offered a significant goodwill gesture. It was 10%, which they later amended to 15% ("off your next full priced order") without changing a single word in the email text; literally copied and pasted.

That might be fine for some, but it is also something they already regularly offer on their site anyway so it was an empty gesture particularly when not actually attempting to address the issue

I can only assume they wanted the last word in the conversation. Well, they can have it if they feel the need. There is no welcoming customer experience and a very roboticised after sales care (hint: always check your email spelling to ensure your scripted response has been corrected from US English]

I needed a nice white shirt, which I thought would be simple, but turned out not to be. Went to Hawes & Curtis as my brother has a suit from them and it's good quality.
I ordered a simple white shirt for women. I have a larger chest and I like a looser fit, so I went 2 sizes up (I'm a UK 12, I got a 16). It's arrived, and it's awful. The fabric feels nice but it is completely see-through and despite sizing up x2, the shirt is too small!
I even went back to the site and checked my measurements against their size guide in case they have special sizes or something, but according to their chart I should have multiple inches of space that I just do not have and, again, see-through.
As I said, I know the men's stuff is good, so I'm wondering if they just don't know how to make women's shirts?
And I bought the shirt on sale, so I can't return it. Woohoo.

nice suite - poor customer service. they sent the wrong size and would not send a replacement quickly. exchange is 10 days no exceptions. I bought a second replacement while the return was being processed and they still would not send it faster. poor service.

Returned an item incorrectly which was a Hawes and Curtis item, firstly I was told they would need to wait for notification from the warehouse and even though we forwarded proof of delivery to the warehouse was then told it is lost and nothing more can be done, no further help offered, at a personal loss of £65 and told nothing further can be done, very poor communication and customer service!

Why does it take one week to get an order from a warehouse in Birmingham to central London? You can easily ship from China in the same period?

I urge customers not to order online for delivery to South Africa as it will take more than three weeks. When you query with Hawes & Curtis customer service they just refer you to a third party courier service provider link which is not regularly updated. I ordered and paid on the 14th April 2025..today is the 4th May, i still dont have an update of delivery. Last update on courier link is on the 29th April saying - "Items arrived in country of destination". Still no delivery date.

Hawes & Curtis need to hold their overseas courier partner accountable and not leave customers to deal with their third party courier alone.

Hugely Disappointed Customer

Awful experience. I asked for the parcel to be delivered to a local drop-off point as I was on holiday that week. Instead it was delivered to my house and placed literally in front of the front door, which is on a busy street. This was labelled as a 'safeplace' delivery. The parcel seems to have been taken by someone. After visiting my local royal mail depot, they confirmed that it was delivered to my front door, but gentleman there apologised stating that this was not a 'safeplace' and asked me to pick up with Hawes & curtis to get reimbursed as they will need to claim for it directly from Royal Mail. To my utter disappointment, Hawes & Curtis's response was very poor, stating that they had raised this with Royal Mail and the response from them was that it was delivered in a safeplace. For (1) the parecel was not delivered to my local drop off as requested; and (2) even when delivered to the house it was not delivered to a 'safeplace'. Putting a parcel on the street is not a 'safeplace'. The way Hawes & Curtis have dealt with this complaint has been absolutely appauling, without any consideration for the predicament that the customer is. Essentially I have wasted £35, with no avenue to claim it back. Will never purchase anything from them again.

Perfect professional customer service. The technical issue was resolved on the next day after it was reported and I was able place a return correctly. Shuma was very helpful and professional in providing the solutions and resolving the matter in no time.

Disappointing service after being a loyal customer for years with thousands spent. Recent purchase of another suit, however for the first occasion on any of my previous purchases the stitching was faulty on the seam of the trousers. Notified customer service who replied with an automated response showing no customer care.

This is a reply to Customer Service's reply:

I am very disappointed. The reply from Customer Service was not my request. My request was not taken care seriously.

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I asked Customer Service for the record of my trousers' length. The agent didn't give me the answer but asked me to check with the store directly.

The service is lousy. I suppose CS should check it for me. Besides, the agent only gave me a link which didn't show email address of the store.

terrible customer service. Initially they sent an empty plastic bag (by tracked delivery). Then sent a "replacement" but got th order wrong (sent unfinished trousers rather than the length ordered and paid for). Weeks of chasing but Hawes and Curtis have not resolved this issue