T.M.Lewin

I had a very frustrating experience with this company regarding both expedited shipping and customer service. I paid an additional $40 for expedited shipping, which was clearly promised on the checkout and confirmation page as 3–4 business days. However, my order was not even fulfilled until two days after I placed it, despite my proactive… Read more

follow-up emails on the day of ordering, the next day, and again after still seeing no confirmation. This led to a delivery estimate well beyond the promised timeframe - 6 business days after my order. These delays completely undermined the point of paying for expedited shipping.

When I reached out for a refund of the shipping fee, I had to repeatedly chase customer support, only to be told that the company would not honor what was advertised at the time of my purchase. They shifted their policy on their website after my order, changing the delivery estimate to 4–5 business days, and refused to acknowledge that their previous commitment had not been met. Throughout this process, responses from customer service were slow and often dismissive, consistently failing to acknowledge my evidence or repeated attempts to resolve the issue.

Overall, I feel misled by the false advertising of their shipping speeds, and very disappointed in how customer service handled my case. I spent time, effort, and additional money, only to be left inconvenienced and ignored. I cannot recommend this retailer, especially to anyone relying on timely delivery or responsive support.

I'll be taking my business elsewhere for now on

Not worth the price. I've been a customer of TM Lewin for many many years but since they have changed ownership and no longer have stores in Australia, things have clearly gone downhill. The latest slim fit shirts I bought are inferior in so many ways. The cut is different (instead of using the same slim fit cut, they are using a larger cut and… Read more

then sewing in two pleats at the lower waist to tighten. It is clearly a cheaper approach). The material is much much much thinner compared to the previous shirts. And the construction overall is inferior. If I had paid less, then I wouldn't complain. But they are now well over-priced for what you get. Time to look for a new brand.

Sizing all wrong - Still waiting for my refund (sent back 3 months ago!!) – We bought 3 shirts for my husband that despite measuring using the measurements on the website, were way too big. We paid over $50 AUD to post them back to the UK as per their returns instructions, and we are still waiting for a refund. I have contacted them 3 x times and am essentially getting no help whatsoever, just told to wait longer. Do. not. risk. it. Show details

Wonderful experience – While searching for “premium pants” came across this website. Order 3 pants and I then realised that there stores have been permanently closed and phone lines not working. Read the all negative reviews and thought that I lost money. However I was able to contact them through messenger and they were very helpful. Got my packet with in a week. The… Read more

pants were of excellent quality so I order twice again and received everything.

I really hope that this company come out strong from this rough phase.

Great product, even better price – I was in Brisbane for a couple of days and I found my way into the TM Lewin Store. I was able to get 5 Italian fabric shirts and 3 pairs of socks for $175!!. They've got 3 or 4 different fits from regular to super fitted and do 3 or 4 different sleeve lengths so you dont have to have them altered if you're a funny size like me! Show details ·  1

Happy Customer – Visited two Melbourne based T.M Lewin stores and was pleasantly surprised by the service. The staff at Emporium were very friendly and helpful as too were the staff on Collins. I went on and purchased a suit online, with tailoring included. But then cancelled the tailoring as I had incorrectly measured the hem. Words of advice, DO NOT contact… Read more

T.M Lewin via email as mine were never received - if you need QUICK support, contact them online via chat or Facebook.

My items arrived within the specified time frame of 7 - 10 days. I am still awaiting the refund on the hemming but I don't doubt that it will be sent soon.

Don't listen to all the negative comments! It's worth giving them a go.

Beware, returns policy terrible – Returns policy terrible. Returned a jacket & had to pay $40 postage back to UK. Plus it turns out they don’t refund the postage their end - another $35! So it ended up being $75 for nothing. Show details

Thieves. Awaiting refund of $280 for 5 months! – I have been a customer of TM Lewin for a number of years, albeit the physical store before their Australian operation went into receivership. After a sizable purchase of $280.00 online in March 2021 for my wedding, the funds were withdrawn from my account and the product never dispatched. Was promised a refund as a matter of priority in early May… Read more

2021. Have sent dozens of emails requesting the refund to empty promises in return (of escalating the issue, making my refund a priority, etc). I was asked for my bank details, they were provided. Still nothing. All I have received is dishonesty - excuses and lies from the highly scripted customer service team.

I am now forced to call out TM Lewin as thieves, as many - MANY - others have demonstrated in their reports here and elsewhere online. I will be alerting the Australian Competition and Consumer Commission and my bank of this fraudulent company. I suggest others in my position do the same before TM Lewin can steal others' money before going down the drain in the UK for good.

DO NOT BUY.

YOU WILL BE THE SUBJECT OF THEFT.

You have been warned. A painful $280.00 lesson for me. And don't be fooled by TM Lewin's inevitable scripted response to email me and address my concerns. I have been dealing with them back and forth for what is approaching 5 months. Disgraceful lies and stalling tactics every single time.

Never again.

Received wrong order but I’m still paying – I am based in Australia and ordered from TM Lewins Australian website. I waited 3 weeks to received my order and when I did I had the complete wrong shirts, ie I order 3 shirts size 16 got 2 shirts size 15… contacted them straight away, let them know it’s incorrect, was told oh well send them back by airmail at your own expense, we will reimburse… Read more

once we receive them. No apology no explanation. I said that was t good enough, after ten years of ordering and never having an issue I was shocked at how inconsiderate and uncaring they were being. I paid to return the items at my own expense and are now more that $310 AUD out of pocket and still have no shirts. I’ve now got an email from the refunds department saying they’ll refund the cost of the shirts but it will take up to three weeks and doesn’t include the cost of the original £15 pounds postage. So all my effort and time and I’ll still be out of pocket. Numerous requests to speak to someone and 2 months since my order and I’m still nowhere. After more than ten years as a customer I will NEVER order from these guys ever again based purely on this experience… I’ve read the reviews here and recently this seems to be a consistent theme, so I guess that’s it for TM Lewin. I’ve also reported them to Consumer Protection in Australia as well.

No refund after items were returned – Customer service was blatantly deceptive with multiple contact with promises of refund but nothing was delivered. Now they are claiming that they are under new ownership so won't have to pay up for the refund. Horrible company who still operate yet can't pay up when they have my item returned to them already. Please avoid dealing with this company as they will be refund you if product does not suit you.

Hopeless – Hopeless. Shirts never arrived, payment dropped off my account days later without being notified, then they charged me 6 weeks later sending my account into a negative despite having received no product and a supposed refund. I now have to fill out bank forms to get it sorted. Massive waste of time when I could have got the shirts elsewhere. Not worth the drama!

Appalling online experience – Order a tie on the 12 of February. It's now March 26 and no tie. I have reached out to customer service and received a tracking number showing item received and that's it. It's the 2nd time this company has messed up. Dont buy from this mob. You won't get your order. The worst online shopping experience I have ever had. Show details

Never Received Shirts – Placed order in mid January, order was "shipped" on 29th January, but I never received it. Tracking showed the parcel was not scanned again after Feb 1st. I had to wait 28 days to initiate refund process. Only giving 2 stars instead of 1, as I found customer service pretty responsive, and only took them 1 day to refund once the 28 day waiting period was up.

Order never arrived - neither did customer service – Almost a month later my goods haven’t arrived. The “customer service” is non existent. They send goods without effective tracking.

OVERCHARGED – Placed an order on 28 November 2020 for a Christmas gift. Finally received part of the order 20 January 2021 and was charged more than the order confirmation I received! Contacted them by email several times and finally got an email stating it was "Solved", when it was not! Sent further emails and finally got a notification out of the blue to say… Read more

it was dispatched. When finally receive only 2 out of the 3 shirts ordered, there was no explanation for the missing shirt and they overcharged me. Trying to follow up a refund now! Very frustrating company to deal with. I would not recommend.

Not worth the headache, much better options out there – No communication - will never reply to emails - slow shipping, zero support and declining product quality. I placed a large order and said if it can't be shipped by a certain date I don't need it as I will just buy something locally. This email (and subsequent follow ups) were never replied to and they just shipped it weeks later and marked my… Read more

query as resolved. Now I have the honestly agonising process of returning things to them and having to pay postage to the UK myself. Not worth it.

Terrible communication, good quality product – Order was placed on October 19th, 2020. I've contacted them regarding an order update multiple times with no response. Finally, out of the blue, the order get's processed on December 6th, 2020, after I had contacted them to cancel the pending order. Today is the 6th of January 2021, and I have yet to receive the supposed sent out package. … Read more

Terrible customer experience, no communication at all. If the company is going out of business, they should stop selling, instead of keeping this charade going.

TL;DR Timeline: 19/10/2020 - Order placed 06/12/2020 - Order processed (and supposedly shipped) 06/01/2020 - Order has not yet arrived; I wrote another support ticket trying to get information.

Update: 13/01/2020 - Order received. Product quality is great, but communication and follow-up are in dire need of improvements.

Company should be banned operating in Australia – Ordered 19th November 2020 nothing until now. sent two emails no reply. They removed PayPal so paid using the card. Unsure if they turned to steal money from people. Order status says being processed- for a month? Seriously shouldn't be allowed to operate in Australia Show details

How easily they take your money and send you nothing – Ordered goods on 19 October 2020. Its now 11 December and nothing. They refuse to answer your emails and when they did they stated that the items were shipped yet wouldnt provide the tracking number and now they ignore your calls and emails. Absolutely horrid. Show details

A legitimate business turned bad? – TM Lewin reached out to me a few days after the previous public comment was posted. Sadly, the order was deemed unfulfillable weeks ago (which I have not been informed about by TM Lewin earlier). I have requested a full refund, received a confirmation of it being processed. Unfortunately, it's been over a week and funds have yet to arrive to my… Read more

account. The reps have stopped responding, too.

I would highly advice against placing orders with TM Lewin at this moment in time. The company is clearly struggling to stay on top of business, even at such basic processes as customer service. This was supposed to be my first time doing business with TM Lewin but so far it turned to be an unfortunate chain of events, empty words, unfulfilled promises and missed deadlines.

I can only hope TM Lewin will at least let this comment sit here to protect other customers like myself from making risky shopping decisions.

If you read it and find it relevant, please like the comment so that others buyers can benefit from it. Feel free to repost it at your own discretion.

No communication on orders – Unfortunately like others this seems to be the only way of communicating. Im in Australia and have used TML for many years, the experience in 2020 has not been great. 2 orders 114426132 from April never arrived - after waiting the requisite 60 days reordered in June 14529932 have sent emails etc and nothing has been despatched or arrived nearly 4 months later!

well below par customer service! – First online order held my funds for 14 days but did not dispatch. Then received an email saying they were slow and for me to click on link to enter my Credit card details again. So I did. then nothing for 2 weeks. So, I jumped on the live chat from their website and spoke to a [name removed] who apparently was the customer complaints manager. She… Read more

confirmed that my payment did not go through although funds were still held in my account. So I said, place my order now and to that she basically said sorry all the shirts I wanted was out of stock. She then asked me to place another order and that she would match the price. On 10/10/2020, I received an email from them advising that my shipment has been dispatched and my credit card was charged. Ok, I am cool with that. The the very next day, I received another email from them advising that my previous order which they confirmed did not go through had been dispatched and they charged my credit card without my consent. So now, these have charged me $340 in total and I have an extra order that I did not need. No options to chat with anybody or call on their website now except email to a generic link to which only automated responses have been received. Do not buy from this company.

Poor customer service and no stock! – I ordered 4 shirts over 2 months ago. Little to no communication from them. I emailed multiple times and got automated responses, always told my order was on its way. Today have received an email saying that they have none of the shirts and have cancelled the order. Do not buy from these guys, they’re a train wreck Show details

POOR CUSTOMER SERVICE – I ordered shirts on19/07/2020 and today is 22/09/2020 and haven't received anything. Their customer service is so poor that the person replying is not looking at the questions posed. Pathetic.......

Alterations not made - no effort to resolve – Shirts are decent quality but don’t expect any degree of support if anything goes wrong. Paid extra for a couple of shirts to have sleeve length altered. Shirts arrived unaltered so as repeat customer I thought they would be motivated to resolve. Absolute zero interest shown. I’ve blown the extra I paid and got 2 shirts I don’t want. Don’t waste your money with a company that treats you like a mug from other side of world. Buy local! Show details

Waiting for almost 40 days. No delivery. Shoddy customer service – Waiting for almost 40 days. No delivery. Shoddy customer service. No response from their Customer service. Only got reply when I reached out through paypal and am told to wait for another 10 days. Never ever buy from them unless you want to throw away your money and forget.

10, 21, 30, now 40 working days to deliver, so it keeps foolishing you – I have ordered a couple of shirts in 24th march. They promissed to deliver it in 10 working days, but due to COVID-19, they asked to wait until 21 working days to deliver it. 21 working days passed and I contacted the customer team to see what could be done. They asked me for more 30 working days....I wrote again and now they are asking to more 10… Read more

working days!!! I got a friend of mine that had a deliver just a couple of weeks after purchase, but they insist to keep on delaying mine! Perhaps goods are being sent by truck from London and they must be anywhere as this timeframe does not make any sense. DO NOT BUY FROM THIS SUPPLIER, TERRIBLE EXPERIEMCE

Boxer elastic poor – Lovely fabric and detailing but the poor quality of their elastic means continually throwing away perfectly good boxers which no longer stay up. Nothing else to say but have to write 30 words. Show details

Terrible Website – Website never has all the sizes, doesn't navigate at all and the whole experience is horrible. I use to love the store, NOW, I have to say it is the worsest. Stay away Show details

Dont waste your time and money – International return policy is garbage. It will cost you a fortune to return the shirts you if the sizes are wrong. The sizing metrics on there site are inaccurate so you will not get the correct sizing. This is why you see a lot of these shirts for sale on E-bay. Terrible customer service when you contact them for assistance. Please do not waste you time with this company. Show details

Dreadful customer service – No local returns options as previous reviews state - have to send the items back to the UK which is more expensive than the shirt itself. Charles Tyrwhitt appear to be better quality anyway.

God quality and good price – I bought 5 shirts from T.M. Lewin a year ago. I like them so much and I've recently purchased a couple of more. I have other brand shirts but this company my favorite and I was really disappointed to read bad reviews. My favorite shirts are non-iron check them out because I would recommend them to everyone. I also would like to mention that the staff in the Sydney CBD shop are lovely and professional. Show details

Non Iron shirts deteriorate – I bought 3 non iron shirts online and the fabric near the arm pit started to fray and become fluffy. When I asked for a refund TM Lewin said it was my fault for exposing the shirts to excessive rubbing. All I did was wear them to my office job twice and sat at my desk all day. Will not be giving these guys any more service again. Show details

Reliable and good fit shirts – Been wearing TM Lewin shirts for more than 5 years now since bought my first few from Jermyn St store in London. Staff there were very helpful. Since back in Aust, been buying batches of shirts over the years at least 4 times and they always were delivered on time. I only had to send back one due to sleeves longer than the rest and got another… Read more

shirt in return. The slim fit and fitted shirts fit me perfectly and the poplin materials are good quality, and I'm still wearing the first batch I bought from London . I have tried a few C. tyrwhit but their fit does not suit me. So I'll stick with TM Lewin shirts.

Not happy – I bought 5 shirts but all are so big and don't fit. I have to return it from Australia to UK. waste of shipping price. Show details