TOM FORD New York — Local services in New York

• SHOPPER BEWARE *** I will NEVER purchase a thing from Tom Ford. I ordered a TF hat for my husbands birthday. All his hats are size M. The day the hat arrived he took it out of the packaging and tried it on… it was too small, so of course we put it back in the original packaging and mailed it back UPS. Tom Ford does not do exchanges if something does not fit they refund your card and then you have to do the whole purchase again. Well a few days later I get the following email,

We are sorry to say that your return of the Canvas and Smooth Leather Cap was denied and sent back to you, as all returns must be new, unused, and in original condition, and it was determined that the cap was not. The package is expected for delivery to you on 9/18/24, and you may view tracking information through the following link. The hat was not used period my husband tried it on for 30 seconds it was too small and sent back. Long story short they sent the hat back that he can’t use because it’s too small. TF customer service totally sucks you can NEVER get a hold of anyone. So yes I tried to dispute it with my credit card company but it did not get anywhere. AND this is not the first time I’ve had an issue with a purchase from TF. For Xmas I purchased a TF belt not only did they send me the wrong color and Size, the buckle was scratched. I called the customer service number waited on hold for about one hour. I was told that per their return policy it had been over 14 days of the deliver date and they could not accept the belt back. The Rep said the only thing I could do is drive to one of the stores. The closest store was in Miami, hello we live in Sarasota. There was no way around it, I drove four hours to return it at the store they gave me a credit on my credit card and then I had to purchase the right size and color belt and had to make sure the buckle was not scratch. So like I said before SHOPPER BEWARE, if an item you purchase is not the right size or color be ready to jump through hoops like a circus poodle. NEVER AGAIN!!!! So...

The assistant manager, Fran, is very nice and the second tailor who worked on my suit was very pleasant to interact with which is the reason I am giving this more than 1 star. However, it feels poorly managed from a staffing perspective. Here is a recount of my experience.

To be clear: I am not a newbie when it comes to designer luxury items as I have shopped at TF in the past as well as other higher end brands (Hermès, Loro Piana, etc. this doesn’t make me special or better than anyone, I’m just stating this as sometimes shopping high end boutiques brings along its own set of “games”).

First, they got my sizing wrong on the suit I purchased (I am a 28 waist and they put me into a 48 suit instead of a 46 which would have been their smallest size). Then when I went back for the second fitting (they literally did no alterations after the first fitting but tried to pass it off as if they did), I spent 6+ hours being bounced around from one sales associate to another and from one tailor to another. The initial sales associate I worked with refused to admit the sizing was wrong, but when he walked away, the other associate literally told me “you’re definitely a 46 not a 48 this suit is too big”). It became so bad that eventually the assistant manager, Fran, stepped in to assist to ensure that things went well (which I truly do appreciate).

The first tailor (the one from the first fitting) came out to look to see what needed to be altered during the 2nd fitting. The jacket was massive and the pants were falling off (to the point one of the sales associates even said “they put you in the wrong size suit”). The tailor proceeded to insist he could not do the alterations I was requesting (because asking for pants to be tapered and a jacket to be taken in is so unreasonable 🙄) and proceeded to literally walk away during the fitting which prompted them to get a second tailor to come and assist.

While they have beautiful pieces, it simply is not worth the games and headache at this location. If you know your sizing and love TF?...

Went shopping there with a client, spent over 4K in about 20min. (Which is a decent sale). Not one person assisted us. They were all on their phones and made it seem like we were annoying them by asking for help. This store by far is the most snobby and arrogant of them all! Just horrible! The ppl working there think they are part of the 1% and treat you as if you can't afford anything when they are the ones working on minimum wage wearing "borrowed" Tom Ford clothes. I've worn and shopped Designer brands all my life but this experience was just the worst. I've never felt so unappreciated as a consumer. Serious attitude those staff members have except for the pretty blonde receptionist by the entrance. She felt bad when I expressed my dissatisfaction with her colleagues. I'm officially turned off by the brand, MR. FORD himself has serious attitude and I believe it starts from the top and trickles down to the employees. Will never step foot in that store again to deposit a penny and will think twice now before purchasing TOM FORD anywhere else. wish I can return everything we bought but they don't...