TOM FORDReviews of tomford.com

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.

Meine Sonnenbrille von Tom Ford zeigte nach 2 Wochen tragen deutliche Materialschäden. Der Lack löste sich vom Gestell. Optisch nicht mehr tragbar. Nach 4 Monaten hin und her mit dem „Kundenservice“ die ernüchternde Antwort, dass sie nicht zuständig sein. Ich hatte erwartet, dass sie eine Reparatur anbieten oder eine Rückerstattung. Diese Brille ist ein gängiges Modell. Kundenservice ist wirklich etwas anders. Standardisiere Mails und keine individuelle Behandlung. Ich bin wirklich enttäuscht von so einem großen Unternehmen und habe von weiteren Käufen Abstand genommen. Auch in meinem Freundeskreis erzähle ich nun diese Geschichte, damit sich niemand mit dem Kundenservice rumschlagen muss.

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.