ComplaintsforTom James Company

• Initial Complaint

  10/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased two pairs of pants, two shirts and a belt from my local representative with a 50% deposit. Timeline was provided for 6 weeks to receive the product and then minor alterations afterwards, which was told would be ready by the first week of September. After completing the purchase, I had not received any communication from my representative for over 6 weeks. I followed up on 10/3 with a text message and no reply. I attempted to call again on October 5th and did not receive a call back until I messaged her stating I would be canceling my order. There was no attempt to rectify the situation and proceeded to tell me products that I had ordered still were not available. I took a chance on a new company with clothing and nothing was accurate or ready in timelines provided. I am seeking a full refund for clothing not delivered

  

  Business response

  10/06/2023

  ******************** I am sorry for any inconvenience you have experienced. I will look into this and get back to you as quickly as possible with a resolution..

  Customer response

  10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been almost a year since I have placed my initial order in with your company. The ******** I had at the time ***************************** very much over promised a friend and I and very much under delivered. We were both not measured correctly and have never received a fully satisfactory product. I asked ******** if she would be coming to fit the next time over the phone so we didnt have the same problem we had been with the orders She passed me along to the *********** office to get better fit from a closer location to me. Which I was under the impression that ***************************** comes to you and makes it convenient. After the *********** tailor, ******** and mgr. overseeing my alterations at that time gave me the news all these jackets were not measured correctly. Details I had and have never seen my current ********/manager do. It has been an uphill battle with this company and two weeks since his last communication. I will be happy to send along all texts we have had. He has continued to defend ***************************** and failed to have her fully remove my social media posts of a jacket I cant even wear for her personal usage and gain of business. I feel very mistreated as a customer and taken advantage of by ***************************** ******* manager/ ********. I would just like to walk away from this horrible scenario at this time. As none of my jackets or orders were ever made ready to fit in a timely manner, the non upholding of *** James Standards, and the general lack of care by all teams but SA store Ive experienced with. The ******* manager has repeatedly disregarded, dismissed, and ignored me as a customer. Making this a very anxiety ridden experience. Please let me know if you need me to attach all text, instagram I can. I hope as a business ***************************** will understand the unique situation and position I was pigeon holed into. We are both out time and money without me ever experiencing any of the ** standard of service. VIP customer #********* two separate orders.

  

  Business response

  02/17/2023

  After reviewing all documentation for this client we have decided that since we cannot meet his expectations we will return the clothing and refund the client in full to his Amex card. Our representatives are working to get all clothing returned and expect to process refund shortly.  Please let me know if there are any questions. 

  Customer response

  02/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would not like the complaint completely closed until I am refined and contacted on return process for my orders. I would also like a copy of all return invoices as well from *** James. 
  
  Sincerely,
  
  James *******

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought over a year ago in Sept. 2021 from Tom James in Memphis, TN. I spent over $1,800 and to this day I am still trying to get my pants cuffed as originally ordered and the suit still does not fit after two alterations. I also bought a pair of slacks on 5/05/2022 for $352.03. It took over 100 days for them to come in and was completely unsatisfied with the quality of the pants & material. I have been promised a refund on my money for over a month on the pants and keep being told the company is having system issues. Honestly at this point I am not pleased at all with the suit that has never been tailored correctly or as promised after two attempts. And as stated still waiting on promised refund for pants that were immediately returned. ******* ******** is my sales person who keeps talking with accounting but has not been able to resolve my issues to date.

  

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/09/27) */ Mr. ******* I am very sorry that you have not been happy with your purchase. I have reached out to our rep to see what needs done and will get back to you on the suit. As far as the refund it was actually processed on 9/26/22 amount of 352.03 back to your **** card. And we have been having severe issue with our systems, they are getting corrected, but it has been a long process. I will be back to you shortly on the suit as to what can be done. Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do appreciate your response and I did finally receive the $352 refund for the pants I bought over 4 months ago. It is disappointing that I had to go to this extreme to get someone's attention after multiple request to resolve my issues. ******* ******** is your representative that originally sold me the suit I paid over $1,800 for and later the pants paying over $352. I am a ** executive for a large automotive group in Memphis, TN and know many of your clients. I certainly expected a different level of customer service and quality paying well above average prices for this type of clothing apparel. The pants were sold to me during my second attempt to get my suit tailored to fit and pants cuffed as originally requested. After 3 months the pants arrived and were very disappointing in quality and fit for over $352! I have purchased $100 slacks off the rack for much better quality and fit. Regardless I finally received the refund on those. After this unfortunate effort to get this issue resolved ******* ******** shows up today at my employer to pick up the suit. At this point the pants hace never been cuffed after two fittings and requested from the original order. Also the suit still does not fit properly. I actually had to go out and buy another suit for a company trip to Las Vegas and for half the price fits perfectly and looks great. After a year of trying to get my suit tailored to my original specifications and pants cuffed as originally requested Tom James company has failed me and to top it off ******* was very standoffish today when picking up the suit and absolutely had NO DESIRE to offer ANY kind of apology for this complete debacle. Once he sold me the products he has showed NO DESIRE to make things right or provide ANY level of customer service when purchasing from a premium clothier like Tom James. I understand he may tell you differently and he has at times finally returned my texts after multiple requests. But he nor your company has come close to accepting responsibility for such awful service and quality for a supposed premium clothier. I no longer have possession of the suit and I am requesting a full refund to settle this complaint. Please advise as soon as possible. Thank you Business Response /* (4000, 9, 2022/09/29) */ Mr. ******* we are sorry we have not been able to meet your expectations. After discussing the situation with your representative, *******, we have decided to refund you in full for the suit. We will also get the pants cuffed and deliver the suit to you at no obligation. Our way of apologizing for the inconvenience you have experienced. Your refund will process today back to your **** card and the suit should be delivered shortly.

• Initial Complaint

  06/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This order was done in April and I was told up to 6 weeks. Now going on over 3 months and I like a refund for not having my order in the allocated and told time frame

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ Our representative has reached out to the client and is working to resolve the issue. I will update you as soon as we have an agreement.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a custom suit to be made by Tom James company. At the fitting the suit was nothing like what was discussed or promised. The material was cheap was see-through and the color was not what was expected. I informed the sales people of my concerns and told them I did not wish to move any further with my suit. I asked for a full refund. I do not he the suit nor my refund. I have received no response from the company.

  

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/21) */ Our representative has worked with client to resolve all issues and has responded to all questions/emails. this is a custom garment and per our terms of use, copy attached, a custom order must be canceled within 24 hrs of placing order. We will be happy to make sure the garment meets the clients expectations. Consumer Response /* (3000, 7, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The quality and color of the suit is not what was promised. The design and style is also completely different than what was expressed and expected to be delivered. I canceled the order working 24 hours of being shown the suit. It was delivered completely wrong. Business Response /* (4000, 9, 2022/04/22) */ We are not sure why she did not verbalize any of that the suit was "completely different and completely wrong" in person at time of fitting. And why did she agree to having the pants remade for her.And our terms of use state that cancellation must be within 24 hours of order placement and this order was placed on 1/13/22. However, with all that said, we pride ourselves on customer service, so if she still does not want the garment we will return it and process a full refund. We wait for response.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In June of 2021, a representative of Tom James' company reached out to purchase new dress attire. I was excited as our company was starting to perform more sales and a few new jackets would be an excellent addition. Upon selecting my jackets, the sales reps asked for half down on order, which I put on my credit card. My wife didn't think so, and I asked the representative the next day if I could cancel, and she said no, the product was already being designed. Anyways, six months now and multiple calls to customer services and numerous emails, I have recorded the details ending in no response. I am annoyed that I put down 2500 and have not received anything, and Tom James company does not have the decency to return my messages. At this time I want my money back. I either want my money returned or finish the job.

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/13) */ Mr. ***** We are vey sorry for how this has been handled. I will look into this today and will have an answer for you by tomorrow (12/14/21) Consumer Response /* (2000, 9, 2021/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very satisfied how everything was handled. The representative was excellent, got me right in and my order is being processed. There was some miscommunication with the salesperson that left causing much of the issue I was upset about. Again, thank you to the team at Tom James for working with me and looking forward to a long-term relationship. *****

*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. ↩