TOM FORD Reviews 157

Appalling customer service & incompetent website that fails every payment method! After 8 attempts to buy online via the TF website using Visa card, I contacted my bank to ask what the issue was since every time payment was attempted, I kept getting error messages and your payment could not be submitted. All 8 attempts are showing as individual order numbers under my TF “profile”. Called their customer “care” team to be told they are looking into it and there could be a chance in charged 8 times!! My bank tells me it is because of a fault at Tom ford end with their banking system not being secure. I attempted applepay, which also failed and am seriously thinking of walking away - PayPal is my only option now but I’m hesitant as I may yet be charged 8 times for previous attempts! No one ever emails back within 2-3 days, calls made to Sloane street head store, the convent garden store and a 60 mile trip to a Tom ford counter could not help me. I have sent online forms aswell as contacting Estée Lauder as the umbrella for Tom ford and no help from any avenue attempted!! Truly shocking for a brand that is supposed to be luxury and care about their customers! The counter wanted to charge me £255 for the same gift set but for less perfume 10mls as opposed to 12mls priced at £144 on the website. Downloaded trust pilot for this reason as I see a lot of others have had the same issue as me and this needs to be broadcasted. Shame on you Tom ford, appalling and most people would give up way before now. It is only due to a gift that’s required for someone who loves the perfume sets otherwise I would of given up by now too! I am shocked and am still yet to receive a satisfactory response to confirm I won’t be charged 8 times! Fobbed off on the phone. UNACCEPTABLE. The only way I successfully ordered was through PayPal, and if it wasn’t for someone’s birthday who really wanted the specific gift, I would have given up. Will not buy from TF again.

Bought my glasses through an online retailer and the metal has tarnished on the sides of the frames. Tried to return as less than a year old and told to clean metal. Very bad customer service for such a large company. I won't purchase anything from this brand again.

Paid for a lipstick. Order created. No email confirmation action. Long wait in phone to the US and then told can’t find the order and I had the number and then told to wait 5 days for an email reply. Don’t think I would order on web site again. Will wait to see if they resolve it .

All l can say to you is BEST OF LUCK dreadful company wait ages to receive money and then they take most of it

Tom Ford glasses are dreadful, they look good, but are so poorly made. The T hing is a joke and so easily breaks.
So far to date, one pair of sunglasses and two pairs of glasses where the T hing has failed. Plus a friends pair have broken too. The latest pair simply just fell off my face. They are simply junk that is marketed and sold has high class products!! You’d be better going to spec savers than waste your money on this rubbish. So disappointed as I buy a lot of Tom Ford products, but the glasses simply don’t live up to the brand!!

I’m buying Prada next time!!!

Never ever buy from this company online and now for me I'll never buy ever again after this service. No point in spending the premium if you're not getting the service as part of it. I made an online order which I never could track as they don't pass on enough info to the shipping company for this to be possible, so then when I missed my order on the day since I had no idea it was coming I now can't rearrange it. I spoke to courier and they can't do anything so said it has to be Tom Ford, when I asked them they just didn't care and can't be bothered to sort it on their end as it's not their problem anymore. They then hung up on me before trying to resolve anything. Absolute laziness and they don't care so long as they make stupid profit margins on their products.

What an absolute joke of a company! Customer Service is appalling, the agents don't have a clue and give out false information, I get better customer service from Primark. Tom Ford should be ashamed to call themselves a high end designer brand, disgusting experience shopping on their website!

Tom Ford Black Orchid
Absolute lovely smell! I love the stuff. It is so strong and empowering. Love it!

Never more I’ll buy this brand
bought a sunglasses I used like 3 times and are like very wide opened i asked to fix it and send me emails that doesn’t can be repaired….

I ordered a pair of sunglasses 10 days ago with the promise they would be dispatched in 1-3 working days. I have not received them, despite sending 2 emails and ringing their CS team twice. On each occasion they have apologised and confirmed that the order will be dispatched but still nothing. TOM ford products may be great quality but their service is terrible and they've lost a customer for good.

Really bad stuff, they advertise too much on the internet and ruin what I'm watching - probably smells like Cat wee.

Emailed tomford 2 months ago. I bought tomford the perfume. The nozzle broke, just sprays 1 line and ruins my clothes. Website said to email so I did. Heard nothing for over 2 months. Customer service is open monday to friday 9 to 5. Thats me out as I work the week. So yh not buying this brand again.

Appalling Customer Service. This company might be American, but they have forgotten the values of customer service. I was sold the wrong aftershave and despite placing a formal complaint, i have not had any satisfaction. After 3 weeks, i called and was told they were busy but couldn't provide a time scale for a reply to my complaint. I then got an email, 5 weeks after my complaint, telling me to email a different department. At £170.00. per bottle, one would have thought customer service would be a little better. I wouldn't give my money to this company again as they obviously do not our custom. Time to find a new brand of aftershave from a company that cares.

Seriously couldn’t believe that Tom Ford payment via on line would not accept payment with my two credit cards and debit card!!! And after 5 attempts the only way I could pay was to logout and pay via PayPal as a guest. My bank said it’s because of their system and not a fault on my side. I then finally received my frames which were the identical ones that I purchased a year ago and have since broken, to discover they lenses won’t fit in them as they are slightly smaller frames. You really couldn’t write it!!! I’m still waiting on a copy of the invoice to be sent to me (7 days now) to claim via my private health. Watch this space!!! Grrrrrrr not what I expected from a high end designer company!!!!

Ordered a belt as a gift directly from the Tom Ford website, when it arrived the product sticker on the box was £100 cheaper then the price on the website that I paid, so they've marked it up by 20%!!
The belt was also much smaller than expected and didnt fit my husband, so I contacted customer service numerous times to instigate a refund, I finally received the instructions to process the refund. It has been 2.5 months since Tom Ford acknowledged receipt of the returned belt but I still have not received my money back! This is absolutely unacceptable, I have emailed and called the UK customer service number numerous times but no-one has been able to help or escalate this matter for me. Shocking customer service!

Love Tom Ford Black Orcharfd

Hi bought a pair of tom ford sneakers from Selfridges and all the trainer the material started to crack
Not sure if it was just mine but happened on both trainers?

Amazing shirt, just very delayed delivery and sadly the service wasn’t good

So disappointed that a high end retailer like Tom Ford would treat customers as they do. Like another reviewer mentioned, love their products but availability can be difficult so, I ordered my wife’s fragrance in November so I would have it by Christmas. Unfortunately I bought the wrong fragrance and called to exchange. I spoke with a representative who gave me a research number and told I would hear back in 24 hours. To no avail. When I called back I was told the number wasn’t their number and there was no record of my call, even though the message says it’s recorded. I was given a new number and told it would be 5 days while they considered whether or not they would exchange the new unopened product. Are you kidding me? This is the only premium retailer I’ve ever dealt with with such poor customer relationship. Save your money. There are many other luxury brands who value their customers. Tom Ford doesn’t deserve your business.