I purchased a very expensive, custom-made tuxedo from Tom James Company for my wedding. The day of my wedding the front button on the jacket broke.
On February 28, 2013, I ordered a custom-made black tuxedo from Tom James for my wedding. Order No. XXXXXXX. The total price for the tuxedo was $2,805.94, which I paid by Visa credit card in two installments on 3/3/13 and 5/16/13. The names of the Sales Reps are ****** ***** and ******** **** (both are based in New York City). The sales rep who took my order was ********* ****** but she quit the company at some point in February / March without even having the courtesy of letting me know who would be handling my order going forward.
I picked up the tuxedo from Tom James on 5/6/13, more than 9 weeks after the order was placed, and after trying it on twice. I wore the tuxedo for the first time on 5/19/13, the day of my wedding.
The front button on my tux jacket came off in the middle of my wedding ceremony. As you can imagine this was extremely embarrassing. I had to walk out in front of 200 people with a button missing on my jacket and had to leave my jacket unbuttoned for the entire wedding party, which ruined our pictures.
My wife and I spent months preparing for our wedding and I was hoping that my tuxedo would be the last thing I had to worry about. Unfortunately, this issue caused me and my wife a fair amount of stress during the entire wedding party.
I paid a huge amount of money for this tuxedo (close to $3,000!) because I wanted it to be perfect and flawless for my wedding. Despite being on a tight budget, we decided to spare no expense in getting the best, most expensive tuxedo because we wanted it to look perfect in our wedding pictures and video. This tuxedo was one of the largest expenses that we had to incur for our wedding. If I wanted a less than perfect tuxedo I could have rented one for $200 or buy one from a retailer for much less. Rather, I decided to order a custom-made tuxedo from Tom James Company because the company prides itself on its website for "sparing no resource, cost or effort to provide you with details that meet the quality standards you've come to expect from Tom James Company". Unfortunately the product that I purchased from them was defective and did not meet the level of quality that was promised to me.
The day after my wedding, on 5/20/13, I contacted the sales representatives via email to complain about this issue. The email described the defect in details. I also attached a picture showing the defect as proof. I received no response.
On 5/23/13, I followed up again with the same sales representatives via email. Again, no response -- not even an apology.
On 5/28/13, I followed up again with the sales representatives. Once again, no response.
As requested to Tom James via email, I would like to return my tuxedo and obtain a full refund. I do not want to keep a tuxedo that is so poorly made and defective.
Business' Initial Response
While we are sorry for your experience I am afraid we cannot accept the return as the overall garment is not poorly made. As you recall we had to expedite your tux so you would have it in time and our representative, ******** ***** had offered you a $500 credit which you & your wife accepted due to the experience. Please let me know if you would like our representative to contact you to take care of that.
Client Retention Mgr.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response is very disappointing and unsatisfactory. Essentially, they are offering nothing to fix this issue. First of all, the business is misrepresenting the facts when they say that they had to expedite my tux. My tux took over 9 weeks to get done, which is longer than the normal time frame. The delay was caused by a Sales representative quitting the company and not following up properly. I was given a $500 credit after complaining about the delay and the poor experience I had with my order -- but this credit has absolutely nothing to do with the complaint at issue here.
Tom James is saying that they cannot accept a return because "the overall garment is not poorly made." This statement ignores the fact that the defect at issue here is essential to the overall garment. It's like buying a brand new car, having one of the wheels fall off and then saying that the wheel is not essential to the overall car! I bought this tux for my wedding, the button fell off in the middle of the wedding ceremony and made my tux look horrible. A front button on a tux jacket is absolutely essential to the overall garment -- and if it was well made it wouldn't break after wearing it for the first time for one hour.
All I'm asking for is to return the defective garment and get a refund. The Customer Return Policy posted on Tom James' website clearly states that:
"Tom James Company strives for 100% customer satisfaction whenever reasonably possible. If Tom James cannot satisfy the customer, the company may accept timely return of purchased items in original condition for credit or full refund of payment."
Rather than trying to resolve this dispute in good faith, Tom James is trying to play hard ball and is offering absolutely nothing to resolve this issue.
I would also highlight that since I reached out to Tom James about this issue a month ago, I have not received a single phone call or email from them (not even an apology), despite having sent them at least three emails. They have taken the approach of just ignoring me, rather than working to find a mutually satisfactory, amicable resolution. This is not the type of customer service one would expect from a large company like Tom James.
Business' Final Response
While we do feel the garment is infact not defective, I am sorry for your inconvenience. We would like to offer a credit of 50% off the price you paid for the tux, $2559. Which would be a total credit of $1279.00. Let me know if you accept that and I will refund that to your card.