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:07/25/2023

  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.

  Date of transaction: March 18, 2023 *Order Number: **** *Amount paid to business: $5,136.90 *I originally contacted The Tailory New York, on March 7 to inquire about the possibility of having a custom suit made for a May 3 deadline. I was told on the 7th, that it was, and was scheduled for an initial consultation. On March 16, traveling 3 hours from ************, I visited the showroom for this consultation where only then was I informed - though, dishonestly, nothing was said prior - of a $450 rush fee that would have to be paid to have the suit made by the date. I was sent an invoice on March 18, which I paid immediately, to have the suit completed by the specified date. Today is July 25th, I am still without a completed suit, despite my having paid the initially undisclosed rush fee of $450 dollars, for the garments to be completed by the May 3.Due to miscalculations made by The Tailory New York (i.e., erroneous measurements, disregard for for information regarding where and how I wear my garments) - the suit produced was completely ill-fitting/ill-fitted suit. "Patches" or "temporary fixes" were made in order for to the items to be wearable for the graduation for which they were purchased, but The Tailory NY knew that additional work was necessary for proper/comfortable fit, and agreed to those upon my return from that trip.On June 28, I was able to make another trip to NY. I was told, when scheduling, that the necessary alterations could be made by July 5. I was told, on arrival (again), that there would be another rush fee. I requested it be waived. On July 3, I was contacted by the ** and informed that none of the alterations discussed would be made by the date.Due to The Tailory's errors the suit can't be let-out any more. As tight as it still is, it is not wearable for me. They are refusing to honor their Refund Policy, which stipulates that the suit "be reproduced once if alterations are unsatisfactory" which, as I've told them, they are.

  Business Response

  Date: 07/27/2023

  Per our Terms of Service, all client concerns must go through arbitration. 
  
  Prior to any concern, the client received and has worn the products several times and state how happy she was with the service and the product. 
  We make custom garments and are happy to alter the garments and change the buttons, but a redesign of the entire garment goes against our terms of service and against what she had originally agreed on with our design team. 
  
  The client only informed us that she needed the buttons and the waist of the vest taken out, which we were happy to oblige, but redesigning and reconstructing her items not only isn't necessary and goes against our agreement. 

• Initial Complaint

  Date:04/11/2023

  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.

  The Tailory New York makes custom suits. My partner and I contacted them to make a tuxedo for me for our wedding. We both went into their office, discuss timelines with them and they assured us they will be able to get the Tuxedo ready in the time we need it. Our wedding was a destination wedding outside of ***************** in December of 2022. We told them we needed the tuxedo ready November since we will be traveling in December first week. And we cant afford to not travel with my tuxedo for my wedding.They agreed, and requested we pay them the money in full before they commence work. We did, paid a complete sum of $4,830. During the fitting, I discussed with them the alterations that needed to be done, and how I want the tuxedo to look and feel. But when I received the tuxedo, it was so badly done. The fit was so out of shape. I emailed them on the feedback, sent the tuxedo back to them for them to fix it. But the customer service and my entire experience since after was so bad. They refused to respect my wishes, but insisted Im not the first customer theyve worked with and all of that. It was now already December and I had no tuxedo to wear to my own wedding. The days leading was full of panic, frantic, emotional and mental stress. Dying minute, my partner and I had to go buy some tux off the rack because we needed to travel. Tailory ******** still has the tuxedos. I ended up wearing something else for my wedding. I have reached out to them several times for a refund, but theyve refused to return our money

  Customer Answer

  Date: 05/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Tailory New York regarding complaint ID ********.
  
  Sincerely,
  
  ********************