I bought a pair of $1,000 jeans. They were sized wrong. I called the number to return them. The number on the receipt sent with the jeans was non-working. When I finally got through, I was told I had missed the return deadlline by 1 day and they would not accept the return, even though the contact info THEY PROVIDED with the jeans was wrong. RIP OFF!!
I ordered a cardholder and got another one. I tried chatting with customer care but I had to do a lot of things to prove that I had gotten wrong item. They made a misstake, that happens, but I had to put in hours. And this just to get a return label, that all other companies has as standard with delivery.Next goal is to really get the return label.
I ordered a Tom Ford $300+ perfume from tomford.com. It arrived today. They actually just slapped a UPS mailing label on the gift box itself. Nothing at all to protect the gift box from damage or rain which we're experiencing today. I called customer service four times today regarding my experience. Every time, the representative apologized and then would transfer me to a person "who could help". Every time they transferred me to the peron that could help, the phone line disconnected. AND, this is after they asked for my phone number and email address yet NEVER called me back. No more Tom Ford! If a premium brand can't provide a reasonable level of customer service, they certainly deserve my money.
I ordered two perfumes, but I got a small leather makeup bag instead. I tried chatting with customer care, but it was a nightmare. After giving them all my info and reading their privacy policy, no one was there to chat. I tried again to return the wrong item and get what I ordered. Finally, I got an agent, got a case number, and they said they'd reship my perfumes and send me a tracking number. It's been 4 days. I was really grateful for the two agents who helped me out.
I'm so glad others are calling out the terrible customer service at TOM FORD. I ordered from TOM FORD beauty and needed to make a return, so I initiated a live chat, which requires you to put in name, email, order number, and zip code. After 30 minutes, it pings you to tell you they're "exceptionally busy" and to try back later. I tried again. And again. And again. You'd think they'd follow up on unresolved issues, since they have your email, but they don't. I called several times and no one answered the phone. I finally just let the hold music play and play, and after 40 minutes, I got someone on the line who was extremely kind and helpful, albeit slow, and who put me on hold 4 more times. After more than a dozen live chat sessions of 30+ minutes each, several phone calls, and HOURS of my life wasted, I was given a return label. I won't ever be ordering from them again; they definitely want you to simply give up so they can keep your money.
Just AWFUL customer service both online and on the phone. I was on hold for 40 min and just hung up at the end, no-one was coming. At online chat they took my info order email etc then said " let me connect you to someone who will help" (WHY then did he ask me about everything??), then never got back to me. Just left me there. Then I closed the chat and tried again , they just disconnected it entirely. DO NOT order from them. It's a waste of your money (if you need to return, you ll never get the label), or you ll be on hold for hours. For their prices, they should put their act together. Shame. Id give them ZERO stars if I could.
I visited Galeries Lafayette Haussmann recently and had an exceptional experience at the ground floor Tom Ford counter. Mohammed helped us and he was truly outstanding, professional, warm, patient and incredibly thoughtful.He went out of his way to guide us personally to where we needed to go and even waited to make sure we were taken care of. It is rare to find customer service this genuine.Mohammed is a credit to Tom Ford, Galeries Lafayette and Paris. Thank you for making our visit unforgettable.
The Tom Ford website doesn't process returns. I was left to dispute the charge with my credit card company to get my money back.I ordered an $8,000 USD leather jacket from the Tom Ford website. It was promptly shipped and received the next day. It was the wrong size so I returned it using the Tom Ford provided UPS label.The return was delivered to the warehouse heard nothing. I e-mailed customer service and they said return undergoes a detailed inspection process that can take up to 10 business days. (Imagine; 80 hours inspecting a return.)10 business days goes by and I send another e-mail to customer service. This time they say the refund is released, "AFTER," 10 business days.12 Business days goes by and customer service says they, "will look into it," if I don't receive a refund, "by the end of the week."15 Business days goes by and they say the appropriate department is, "looking into it," and the will provide updates later.17 business days later, they said they, "received an update from our escalation team confirming that your refund will be processed by the end of this week."Guess what, at the end of the week, 20 business days later, they never processed the refund.Finally, 25 business days later (5 weeks), about a week and a half after I disputed the charge, Tom Ford finally processed my refund. All it took was me disputing the charge with American Express, American Express debiting the money from Tom Ford's account and giving me the credit and then American Express reaching out to Tom Ford to ask why my credit had not been processed. The day after American Express reached out to Tom Ford, they responded by processing my credit. It's amazing how easy it was for Tom Ford to do that.It's almost funny how stupid, arrogant and incompetent Tom Ford customer service is. It took me less than three minutes to dispute the charge with American Express and they immediately pulled the money from Tom Ford and credited it back to my account.Anyone think should twice about purchasing anything from Tom Ford's website, because they don't process returns, even though their website now says they are offering extended returns for the holiday season. Sure, go ahead and try and return something and see what happens.
I purchased the Oud Wood fragrance which I love the smell of, the scent doesn’t last longer than a couple of hours. Very very disappointed for the price.
My mother in law gifted me a set of their sunglasses three years ago which I loved and used all the time. Recently the “T” accent on the temple fell out of the sunglasses. I walked in to the Tom Ford store, was given a card and told to contact Marcolin (who apparently actually makes the sunglasses) for support. Marcolin refused to help me, even when I offered to pay for any repairs. I came back to Tom Ford for some additional support and they could not have cared less. I won’t be spending any more with either of these companies and I recommend you don’t either.
For the price they charge for original tom ford, the smell resilience could be better. Still, I like the smell and prefer buying only original things. Hard to find something better for me
Great design, but very poor quality, 2 pairs of Tom Ford DUNNING-02 FT0907 01V from offical supplier, both pairs snapped on the metal hinges in less than 2 years, Tom Ford do not honor their 2 year warranty, BEWARE!.
I’ve always been a huge admirer of Tom Ford and they’ve never let me down, I always find myself seasonally updating a few pieces with their latest releases. Highly recommended.
I bought a $550 dollar bottle of Tom Ford cologne from Sephora but the bottle was leaking pretty bad and made a mess, with most of the contents waisted. Sephora wouldn't help me at all, but when I contacted Tom Ford about my problem they sent me a new bottle immediately. Customer service was fast and quick to help me. Overall very impressed with their customer service and will be buying from them directly from now on!
I recently purchased an Oud fragrance from a perfume shop at Square One in Mississauga, but I’m quite disappointed with its qualit. Did you compromise on making quality perfumes or did I buy a fake one?
Absolutely Horrendous Customer Service – AVOID at All CostsI am beyond disappointed and frustrated with Tom Ford Beauty. I had an allergic reaction to one of their eyeliners and contacted them immediately. That was over a month ago, and to this day, I still haven’t received my refund.Instead of taking responsibility, they have bounced me around from department to department, from one section to another, with zero resolution. Every time I follow up, I get vague responses or excuses, and nothing ever gets done. They are clearly hoping I’ll just give up and go away.Well, I won’t – people deserve to know how poorly this company treats its customers. Not only did their product cause a reaction, but they also showed absolutely no urgency or care in addressing a serious issue. I don’t want your nasty eyeliner, I just want my money back. Is that too much to ask?DO NOT buy anything from Tom Ford Beauty online. If something goes wrong, you’re on your own. This brand clearly cares more about looking luxurious than actually being accountable to the people who spend money on their products.Never again. Shame on you, Tom Ford Beauty.
Ugh the smell is horrible and the price doesn’t match. The scent smells cheap but the bottle is expensive. I don’t get it; should have when I seen their advertisement streaming Hulu…. Starts out with men w/o shirts then a scary looking female! I mean this female will give nightmares! Eat a sandwich she looks like she starved herself put girl. I mean I’m petite but you look sick. Idk I wouldn’t want that representing my line or collection.
I recently purchased a $3000+ skirt from Tom Ford. I was on vacation in Mexico when it was delivered and it required a signature, so I had it delivered to my office. My receptionist put the box with the skirt in her trunk for safekeeping. She was on vacation when I returned from Mexico. I was unaware that there was a 14 day return policy. By the time I tried the skirt on I was outside the 14 day policy by 2 days. I asked for an exception to the policy. The Tom Ford customer service department said I could return the skirt, but only if I purchased the larger size that I needed. I would have gladly made that purchase, however, they no longer had the larger size, so they refused to allow me to return the item. I now have a very expensive skirt hanging in my closet that I can't wear. Poor customer service for such a high end brand in my opinion.
High quality items and stylish designs. I have trainers, several T-shirts, jeans and shirts, all of which I really like. They wear and wash well. I also love the ‘Oud wood’ EDP.
I have enjoyed the products and customer service!
