I ordered a few shirts from Charles Tyrwhitt, my first order with them.
I thought all were iron free, but i was incorrect and one needed ironing, and I only realized it after I wore it and washed it. I sent an email to them noting that one of the shirt while saying is iron free is intact not iron free.
They sent me an email apologizing that I was not delighted with their product, noting that the shirt in fact is not iron free and maybe I was mistaken (which I was.) …however, they could give me a 50% refund on that shirt, or i can send it back and pick a different shirt of my choice. They aim to please
I sent the shirt back, and chose a different shirt. It arrived in a week with a handwritten note fro their director of customer service with her personal phone number asking me to call if I was not satisfied with the replacement shirt.
since then i have ordered from them again, and have been delighted with the quality and the service.
Its great to do business with businesses like this.