TOM FORD Reviews 157

Thought I would just comment on the excellent customer service I received after I had an issue with their sunglasses.
Just as you would expect when you are paying a hefty amount for something.

As a TF brand enthusiast and loyal customer for many years, I am irate at the horrific customer Svce!
I have been searching high & low for my oud wood bar soap for months& I literally bought the last two bars on the planet 2 Months ago and have since not been able to find any more! TF cust Svce took 5 wks to even acknowledge my many e mails AND didn’t even read my question, was a standard reply! That posses me off more. AND they did NOT offer to help find! NOW I cannot find the body oil I literally bought the last of that and now just bought more from London to ship to the US. OK so at least I found it. BUT now I can’t find the deodorant! ANd I Purchased the last two also two months ago. The only place that is selling anything is eBay and it is completely price gouged – disgusting! And even that limited!
Why Doesn’t TF at least make a statement on their website stating that due to Covid production has halters or we are discontinuing these products or something! Doesn’t TF at least make a statement on their website stating that due to Covid production has halters or we are discontinuing these products or something- JUSt say something! 👎🏾

Be warned about this brand, they will ship a USED pair of sunglasses and fail to exchange or return the used item they shipped out to you.

Tom Ford’s customer services is by far the worst experience I have ever had with a luxury brand. I ordered a pair of sunglasses online (the Diane Sunglasses) back in March. Upon arrival I noticed the “brand new glasses” were significantly scratched on the lenses and there were finger marks all over the frames. Further, the T accent on the frames were heavily bleeding/oxidizing.

In shock that Tom Ford would send me a USED item I immediately called customer service and opened a claim with them. Per the customer service rep’s request, I followed up with an email which included images of the box the sunglasses arrived in (Via FedEx, the carrier of their choice) and images of the damages on the item itself.

After more than a month this issue had not been resolved. In May, I reached out to customer service via phone. The representative proceeded to tell me corporate was not going to exchange the item and were not going to refund my money. In disbelief, I asked for her to repeat this information to verify what I was hearing. After attempting to inquire why the company would not exchange the item or refund me the money for the purchase, I requested to speak to the call center’s manager. Both the customer service rep and manager, MaryJo, failed to explain the reason Tom Ford was not going to accept a return and not going to exchange the damaged sunglasses they shipped out to me.

According to MaryJo, the warehouse inspects every item that ships out. After inquiring how that process is done and to be provided with the proper documentation of this inspection, She failed to explain how they inspect their items before shipping and failed to provide documentation via email of such inspection.

Not sure how Tom Ford’s ticketing system works internally when opening a claim, but Tom Ford’s customer service team failed to open a claim with the carrier (FedEx) if in fact they shipped a new pair of sunglasses- like they claim they did. They failed to explain why corporate would not exchange the item or refund the money for my purchase when I wasn’t at fault. It is more upsetting to me the fact that Tom Ford did not follow-up sooner to provide me with an update regarding the claim I opened with customer service. Had I not called in May, I would still be waiting on a response from their team.

The burden of proof is still on Tom Ford. Not sure how Tom Ford gets away with this type of behavior. I have not worn the glasses to date, not sure if I ever will. I will never purchase anything from this brand and highly suggest you take your business elsewhere.

purchased Tom Ford sunglasses and after 18 months the hinge snapped, like one of the others who posted. No way to fix it and customer services in store offered no joy. This is unacceptable for glasses that cost £250. TF should be ashamed.

Let me share a small story.

On January 13th, 2020, I placed an order for a sunglasses through the website. They said item should be arrived within 3-5 business days. First issue, item arrived after 6 business days but that's not really the issue for me. It didn't fit me well so I decided to return it. So on 20th of January, I returned the item through DPD and It arrived to Tom Ford on 22nd of January. I waited a week then called them to check if the refund has been issued and they assured me that it did and I should wait up to 10 business days for the refund to appear so I called again after another week because I didn't get the refund and someone told me that they have upgraded the system they use and that they need to issue my refund again, that was after someone already assured me that it happened. I waited for the refund and still didn't get it so I kept calling nearly every 3 days and at the end nothing. On 10th of February, I got really fed up so I called paypal as I had placed the order through paypal and asking them to refund me which they did the following day. I then called Tom Ford and asked for at least 20% discount code for next order and here is the biggest surprise, customer service manager told me we did everything possible to resolve this! WHAT THE ACTUAL ****, she thought she did a good job because I got my money back and through paypal not through them? Seriously I'll NEVER EVER place an online order with them.

Been really disappointed with my last two purchases of Tom ford NOIR purchased at house of Frazier and OUD WOOD purchased at Bristol airport . The fragrance only lasting 3/4 hours at the most .Whereas my previous purchases the fragrances would last all day and for days on my clothes.

What can i say...purchased Tom Ford F** Fabulous upon recommendation. After spending over £200 i was waiting in anticipation for my TF to arrive. When it did, i was like, what on earth is this? The smell can best be described as being a cross between petrol & oil, even my wife said it was 'ok'. Ok!!!
Not one person has even asked me what i am wearing, most probably they are embarrassed as they feel i stink, i feel like I've just come from working underneath my car!
I've been had, i will never buy a TF product again, and i definitely do NOT recommend this particular TF product

They take my mony and i didnt get my things yet?and no custemer servise no answer nothing

I have to admit ordering online from this website has been one of the worst experiences of my life, without exaggeration.
Firstly the description on the items are very basic and do not fully reflect the product. I ordered a pair of glasses, they were delivered as scheduled however the gave me half the product. I then had to return the product but i did not receive a call from them to ask about the next steps. I had to call them and request a replacement, once i did that i had no call/ confirmation of the product reorder. I again had to call them to get an update only to be told that the product is out of stock (the product is still showing its available on the site today). I had to then request a refund, its been nearly two weeks and i have yet to receive my refund. For such an 'high end' brand the service has been shocking.

Great if a little overpriced products but absolutely the worst web site to navigate as if written by a school kid. Turns every letter into capitals, does not flow with payments methods. Not remotely intuitive and barely works on mobiles
UPDATE - placed order 6 feb, never arrived and TF customer services report it was delivered. My Ring doorbell says otherwise!!
I wont purchase online again

Had these glasses 1 year and one hinge broke, just out of guarantee- told they were irreparable by John Lewis opticians and needed new frames -almost same cost as when new so repaired with superglue myself. 2 month later other hinge broke. Obvious hinge design fault . Next pair I’m going to get are Oakleys - cheaper and more durable.

I wish I could give them negative stars... I ordered something about a week and half ago and I still haven’t gotten my confirmation email that my item has been shipped. I contacted them twice and after waiting for over 30 minutes, they told me that I will get my shipping confirmation within a day which I obviously didn’t. No one knows what has happened to my order because “ they understand, but can’t help.” Totally useless.

I was given white petrouli eau de parfum bought in world duty free. Smell does not last at all. Sent an email to them but they never bothered to reply

Awful cheap glasses at top end prices - don’t waste your money on Tom Ford frames! Bought a pair of Tom Ford frames for my son- cost over £250. They snapped in the middle within 3 months. Tom Ford customer services were appalling did nothing just blamed their manufacturers- don’t buy these branded frames, stick with the real high end designers such as Gucci, Ralph Lauren or Armani if you really want to spend your money on designer frames as these brands pride themselves on quality. Tom Ford are rip off merchants who are just bothered about making money quick - they have no idea about customer service!

Just spent an hour trying to order on their website...absolutely hopeless. I give up.

Order arrived damaged. They refused to mail replacement. I am very disappointed. Tom Ford products are on my don’t buy anymore list. Never again.

Pretty website but cannot order anything of it.. I would expect a lot more from TF to be honest. You cannot buy anything... after paying via PayPal and being automatically returned to the TF website it won’t except my postcode or phone number a total waste of time, 3 times I have tried any every single time it’s saying the same thing - Postcode is not valid and phone number not valid” and it’s the same when I pay by visa .
Called them only to be told it’s an IT issue and other people are experiencing it too.
Joined trust pilot just to write this as I feel so fed up... If I could leave zero stars feedback then I would and I wont be bothering you again it’s your loss not mine TF

Brought Nereli Portofia Forte, because I love the smell, but it did not last long unlike other brand this only stayed a few hours, I would think twice before buying any of their products again, they are not cheap and you would expect a much better product.