"YOU ARE RIDICULOUS FOR CHANGING YOUR MIND!" - John, Cambridge store
Shocking customer service. I wanted to make one minor change to the personalised suit that I ordered one business day after placing the order. This happened to be on a Monday. Despite the website saying otherwise (see picture attached), I eventually received a response midday Tuesday saying that the shop was was not open on Monday... They then informed me on Wednesday that once the order had been placed, ABSOLUTELY no changes were possible (even if production had not started!)
Then I received a call from a man named John at the Cambridge shop, who turned extremely aggressive towards me on the phone when I suggested that such a restrictive system may not be appropriate for a suit tailoring company. John went on to say, and I quote, "YOU ARE RIDICULOUS FOR CHANGING YOUR MIND YOUNG MAN! YOU LISTEN TO ME, HOW DARE YOU SUGGEST HOW WE OPERATE THIS COMPANY!?".
Urmm.. Sorry John, but you are in the tailoring business, it is perfectly reasonable for a customer to request minor changes to a suit within 48 hours of leaving the shop. As (almost) every other tailor would attest to.
Do not order a personalised suit from Trotter and Deane, the unique approach that they market on their website may not be quite what you expect!! (a little bit like their opening hours...)
Reply from Jack L: The process of having a made to measure suit with us takes the form of detailed consultation where the client is able to select the cut, fabric, collar style, lining details, buttons, etc and is not a rushed one. We ensure that this is carried out on a one to one basis with an experienced tailoring assistant and as much time as is required, is given. Indeed, some clients decide to put their order on hold whilst they think through the details and come back to us to complete their order. When, and only when, the client is completely happy with and committed to their selection, is a deposit taken and the order processed. The taking of a deposit, as for all companies dealing with personalised items, forms the confirmation of an order and a contract between the supplier and the client. Your order was processed immediately, as is our company policy, and the jacket cut on the Monday morning as the fabric you chose was in stock. It is therefore not possible to make alterations to an already processed order.
The satisfaction of our customers is of paramount importance to us and we always endeavour to exceed expection. By prematurely ending the telephone call, you did not allow us to fully explain or indeed, in any way, reach a resolution.
Trotter & Deane Cambridge.
In June 2013, chris w said:
The only place I would go to buy a suite now. Very friendly staff and they know their stuff sure its not cheap but if you want the best. made to measure suit I ordered was a perfect fit and I am an odd shape.
In May 2012, Paul D said:
As always the staff in Trotter & Dean were really helpful on Sunday. I was looking for a shirt with a subtle twist for my brothers wedding next week and they were very helpful in getting the right shirt for the occasion. Thank you.
In February 2011, Christine L said:
I left it late, the weather was horrendous, no planes or trains. They pulled out all the stops to get an old shirt sent to Ireland, a new one made with some different measurements, and on a plane back to the UK by Christmas Eve. A present for my boyfriend for Christmas. This was all done within a week when nothing much was happening because of the snow. Hats off to them Well done.
In February 2010, Simon W said:
As far as mens clothes shops in BSE go, this has to be the best. The quality and cut of everything I've ever bought here has been great. Its not the cheapest shop for clothes but in my opinion, it really is the best.
In February 2009, LilianeM said:
In February 2009, DanB said:
The best tailors in Suffolk by a million miles. The service is always fantastic and the selections of shirts unrivalled.
In February 2008, Simon W said:
I spent last Saturday looking for something new to wear. I did not know what or if I would find it but thought Iʼd try Trotter & Deane for inspiration. In my opinion they really do deserve the ʼTruly Exceptionalʼ rating as they just have so much on offer - and its all geogeous! Great shirts in fantastic materials and designs, ties to match, casual trousers in a range of colours, beautifully cut suits etc. I could go on but to cut to the chase, they really are at the top of their game. Thanks to all at Trotter & Deane for you help and guidance!