Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15, 2025, I purchased the following items from Sebastian ****:Order Summary:Black ********** ******* Jacket 1 Size 46L $1,595.00 Black Vittoriana Trousers 1 Size 38x32 $545.00 Black Pointed Solopezzo Dress Shirt 1 Size 17.5 / ***** $385.00 Black **** with Yellow Gold Flake Signature Border 1 $215.00 Discount: -$757.50 Subtotal: $1,767.50 Shipping: $0.00 Total: $1,767.50 USD Paid via **** (ending in 0000)The experience of speaking with their salesperson was pristinewhat a nice person, I thought at the time. My credit card was charged, and an email receipt was sent confirming the purchase.However, the shirt never arrived.The only time I was able to speak to someone directly was at the time of purchase. Since then, it has been impossible to reach anyone from customer service or sales. I sent multiple emails to ******* **** ************************************ in their customer service department. I was told the shirt was still in production and would be shipped soon. That was weeks ago, and I still have not received it. No one will return my calls or my emails!

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a suit. The suit can really large, and pants extra long. Also, the bowtie color DONT match. I have texted numerous times about switching bootie color and suit alterations. I always get told tailors not in office. My wedding in March and no one has contacted me. This been going on since Dec 15th. I advise to NEVER EVER order from this company..(SuitCity) is the spot in ******* and they got a website too. Give them a call. I went there and seen a suit similar and for ****** dollar less.

• Initial Complaint

  Date:11/18/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on November 6, 2024 for a black tuxedo shirt which is needed by November 18, 2024. Before the purchase I asked using text chat would this shirt be available to me in a timely manner. They stated that I would have it by November *******. The shirt has not even shipped from the company as of 6:03PM on 11/18/2024. I have called their 800 number several times and have left several messages to no avail. I emailed them several times and had to threaten them with legal action to get a response and their response is that a return will not be made available. How can this be and I do not even have the shirt, it hasn't even shipped from them yet. This is absolutely ridiculous

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a specialty jacket that was final sale that I was told by chatting with the company that it could be altered easily. However, no tailor within 100 miles will alter it, they have said it is much too large for them to correct. I was lead to believe this jacket could be tailored to fit. After going online to chat about the issue4, the person on chat was extremely rude and aggressive and offered no help or resolution and stated "We did what we had to do exactly how we had to do it"

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They lied to me to get me to buy a suit saying the fabric was in stock and magically the same day after purchasing they ran out of fabric. They lied to me to get me to make a purchase and then never delivered the goods. These people are a scam and should be investigated. I was told Id have the merchandise within 14 days. they ignore emails and text. Glad I disputed the charge and I hope they wasted time and money on attempting to make the suit.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a suit, they took to long to send it I want my money back. I never even touched the suit. I told them numerous times I don't want the suit. I want a refund. Still no response besides they will hold the suit for me because I bought it.

  Business Response

  Date: 04/02/2024

  The customer requested the suit by a certain date the week before it was scheduled to be shipped. Customer stated that if it didn't get shipped before Feb 21st 2024 they wanted to return it. It shipped Feb 19th and right when we shipped it (upon customer receiving a tracking number) they reached out stating they didn't want it. They wanted to cancel their custom made suit (all of our suits are handmade for every customer upon order). Our cancelation window is 24hrs upon order because of this. If they refused the suit it does not make it their suit anymore. It's still their suit. 

  We try to be more than fair with our customers but customers also have to be reasonable. In this case, it almost felt like a scam. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21392117
  
  I am rejecting this response because: I told you I didn't want your product before you shipped it. I requested info numerous times, you never responded until I threatened you. Then you rushed it to me after I told you I was calling my credit card company for my refund.

  I just don't want your product and want my money back with no ****** like your advertising says! Please and thank you, still waiting for you to return it.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/04/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found that is was a unauthorized charge on my account I called this company about 30 minutes later to cancel the order every time I called they said the person I needed to speak to would call me back never received a call after calling numerous times then finally when I get someone they say I have to email the company to put in a cancellation Im explaining to them the order was just made I want to cancel before it is shipped no they say send a email I send the email which they say they will respond in ***** hrs when they finally respond they tell me of course I can cancel it but give them time its the Christmas holiday so I did I contacted them 3 more times through email and one by text to make sure the cancel the order I get no response this is after the holiday Now I go to my email yesterday and it says thank you for your order its been shipped. Why I dont understand I have been communicating to you for 3 eeeks to cancel it you email and tell me you would but then ship it out anyway The shoes were not **** dollars how can you sell expensive things with h such unprofessional and poor customer service Now Im waiting to receive this item and hope I will not have a problem with the return Do not order from them they dont answer emails, return phone calls or text and definitely do not do what they say they will fo

• Initial Complaint

  Date:11/02/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two items that were ordered were either received damaged (Order #*****, 08/26/2023) or not received (10/19/2023, Order # #*****) at all per company Sebastian **** policy. I have made multiple, repeated, and recorded attempts to contact a sales representative, a customer service specialist, or a supervisor to no avail.As such, the work-related gala that I am expected to attend this coming Saturday, November 4th, 2023, will not be possible because of these missing and/or damaged items. Not one member of the members of the Sebastian **** personnel has reached out to me after multiple attempts despite my reaching out to them, and have remained unreturned and, therefore, unresolved.I will happily return the poorly made and unworn garments for reimbursement in full. All of this could have been settled with a return phone call or e-mail. To the above, I attest Thursday, November 2, 2023.**********************************

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a suit from ***************************. I received my order and the suit is not correct. They did not make it to my measurements or in the right color. Let me also add, I did not order a custom suit. I gave them my measurements for appropriate sizing and discussed with them that I would have the suit tailored once it was received. It was supposed to come with an extra 4in of material per the sales rep and their website. I also reached out 2 times during the making to check on an eta so I could have the final tailor scheduled. I reached out to them too many times to count over a couple days after recieving the wrong suit. No one would call me back, or reply to my messages. I reached out on all social media as well, no reply. Once I started leaving bad reviews everywhere, I finally recieved an email, but at the same time they blocked me from their social media and deleted my comments. To hide how shady of a company they are. They attempted to tell me that the suits were exactly the same and it is due to lighting. Clearly anyone with eyes can tell that these are not the same. I ordered gunmetal gray and recieved a bright silver. Definitely not the lighting. Now they will not communicate back at all. Sebastian **** has now stolen my money, and left me with nothing more than a Halloween costume. Instead of a suit for my wedding. This place is entirely too expensive for this level of trashy customer service, workmanship and theft.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered roughly $1400.00 worth of clothing for an event in another state, after almost two months of it not arriving I attempted to cancel the order as they advertised a much faster ship date. A few days after I reached out they finally shipped the order and said that since its shipped I can no longer cancel. The order then arrived at my home while I was in another state for an event and not there to sign for it, so it was sent back to the company. I was never refunded, I also never received the package and they refuse to help me even get the item back. I attempted to dispute this charge but could not because the company claims the items were delivered therefore there can be no claim. After many attempts via social media, phone, email they finally reach back and say I have to call the shipping company and that they dont have it. Ive called the shipping company who originally tried to deliver the package and they said nothing can be done on their end because they returned the package back to ******* where it was signed for by someone named ********. The outfit was intended for the event I was traveling for but since it took so long to show up I was already in another state and unable to sign for this order when they attempted to deliver it. I was never made aware of the cancellation process which was very unprofessional by them, lastly I never actually received the item or a credit for the item or any type of refund. The company is extremely hard to get in touch with and offer no solutions making me out a large amount of money. *** also attached proof of the tracking for this delivery showing I never received it even thought they told my bank it was delivered making filing a dispute not possible.

  Business Response

  Date: 10/03/2023

  Customer tried to pull a fast one on us by committing friendly fraud (when you have custom made items by Sebastian Cruz Couture) say you did not receive them and file a dispute and leave us on the hook. Thankfully the legal system sided with us. 

  We barely get any complaints considering the amount of volume and loyal customers we have but when we do its usually practices like these. 

  
  We do everything we can to please customers that allow themselves to be pleased but in rare occasions there are a few that are impossible to make happy. We can only do our best.