Complaints

This profile includes complaints for Tom James Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tom James Company

  263 Seaboard Ln Franklin, TN 37067-4877

  
• 

  Tom James Company

  4610 S Ulster St Ste 120 Denver, CO 80237

• 

  Tom James Company

  12101 Woodcrest Exec Dr #150 Saint Louis, MO 63141

• 

  Tom James Company

  28 West 44th Street, Suite 110 New York, NY 10036

• 

  Tom James Company

  2000 P St NW # 2004 Toronto Building Washington, DC 20036-5915

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:02/07/2025

  Type:Delivery 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.

  In July I bought some custom Suits from a company called ****** James. I discussed with their *** some more suits for fall (the possibility of a future order).The next day my card was charged (using the card on file for the first purchase) and I was never told what was being ordered OR for the amount.The *** placed a $30k order on my credit card without my authorization. I contacted her the day I saw the charges and asked to cancel the order. She said it was too late the order was already in production. I never signed anything, only got a receipt (which went to my spam) with a breakdown of the clothes she ordered without my knowledge. I would like to know if there is anything I can do to recover my funds and if they are liable for making unauthorized charges on my card?The amount charged to my card was around $15,000 - however the total order was around $30k they are threatening collections for. NONE OF THIS WAS AUTHORIZED in the first place.

  

  Business Response

  Date: 02/10/2025

  There are several issues here.  The client met with our representative and picked out very specific garments.  The day the order was placed and her credit card ran she received an itemized email receipt of everything that was purchased and the amount of the charge on the credit card.  She did call several days later wanting to see if she could cancel due to her circumstances changing but the items were already in production at that point and she agreed to letting the order be completed.  Once the clothing came in and the representative tried setting up a time to do the fitting and collect the balance is when she claimed to not have placed this order or given authorization to place the order.  We are willing to work with the client to resolve the issues.  There were two garments that were waiting on fabric to come in so we cancelled those garments which substantially reduced the balance.  We would love to have her meet with our representative and resolve the remaining balance and take possession of the clothing she has paid for.  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22914516
  
  I am rejecting this response because: I did NOT pick out "very specific items". I actually did NOT pick out ANY items at all. I did not authorize my card to be charged and did not even know what ******** was ordering on my behalf or that she was going to be charging my credit card without asking me. There was NO mention of what items were being ordered, she never told me. Not once. I didn't know how many items or what items she was buying on my behalf, which is my main concern. I did not report this sooner because I was dealing with a domestic violence situation in my home and the police, I had a lot on my plate and should have reported this sooner, however was in a dangerous situation at the time.

  I would like to understand why ******** decided to purchase items for me without asking me what items I wanted? Or asking if the items were OK to even order in the first place??

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

  

  Business Response

  Date: 02/12/2025

  I am sorry but the information you have given is not correct.  Our representatives show fabrics and then the client selects the specific items they want along with any features.  At that point the representative would then let you know that they will finalize the order and once the payment is made you will get an detailed order confirmation, which you did.  So at this point again we would be happy to work this out with the client but she will need to meet with ******** and her manager *** **** to resolve the issues.  i will have them reach out to you to set up an appointment that is convenient for you. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22914516
  
  I am rejecting this response because: This is completely false. ******** never showed me fabric or discussed any specific items. That is a compete lie. I would ask you.. what fabrics did she show me? Because I have no idea what she even even ordered for fabrics? She didnt even have fabric WITH her. I would ask you to confirm this with ********, because she is lying. There was never a consultation regarding any specific items, fabrics, sizes or anything for that matter. She never mentioned what items were being ordered or how much the cost was before using the card she has of mine on file. (That she over drafted by the way, without my permission). This is unethical. 
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 02/13/2025

  She never discussed items or fabric with me not ONCE 

  

  Business Response

  Date: 02/14/2025

  As I had stated there are several issues here.  We want to resolve this with Ms **** but the only way to do that is for her to meet with ******** and her manager *** **** and work out what needs done.  We are happy to come to a resolution with Ms. *********** But again she needs to meet with ******** and *** to do that. I will ask ******** and/or *** to reach out to schedule a time to meet.  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22914516
  
  I am rejecting this response because: I do not wish to see ******** or meet with anyone from your fraudulent company. Lying that I picked out specific fabrics and items, which never happened. I am extremely busy and do not have time to meet with frauds. Please send a refund for the UNAUTHORIZED credit card charges made by your employee or I will seek legal action. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 02/17/2025

  I am sorry you feel this was fraudulent, however I have attached several text with ****** and our representative that shows otherwise.  We are willing to meet and resolve the issues and see what can be worked out.  But we will not just issue a refund.  And it would be with ******** and her manager *** ****.  Please set a time that you can be available to meet and I will have them reach out to you to schedule. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22914516
  
  I am rejecting this response because: This is indeed fraud. What materials did I supposedly "pick out"? Can you share THOSE texts? Because I never picked anything out. Where are the text messages showing I picked out materials OR any items for that matter? This is absolutely fraud. I've also received replies from others on social media saying you've scammed them too. Apparently this isnt the first time.
  
  ****** ****

  

  Business Response

  Date: 02/18/2025

  i attached 5 text messages to my last response, I will attach them again.  We have been in business for 50+ years and have never scammed anyone.  We are noted for our customer service.  Going back and forth thru BBB is not resolving anything.  We need to set an appointment for you and ******** and her manager *** to meet and settle this.  We cannot proceed to finalize anything here until you meet so we can resolve this.  

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/23/2022

  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 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

  Date: 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

  Date:06/26/2022

  Type:Delivery 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.

  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

  Date: 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.