Overall customer experience with Tom-Tailor is sharply divided, with many praising the brand while others report significant issues. Positive reviews frequently highlight the good quality and durability of garments, particularly jeans and t-shirts, which are noted for fitting well and washing reliably. Many customers appreciate the fair pricing, frequent sales, and discounts available both online and in-store, especially for club members. Delivery is often described as fast and smooth, with some noting quick receipt and no payment problems. However, a substantial number of negative reviews cite severe quality control failures, including items falling apart quickly, dye transfer from jeans, and receiving defective products like jackets with holes. Customer service and logistics are major pain points, with complaints about unresponsive support, lost packages, incorrect or partial shipments, and difficult return or refund processes for faulty items. The returns policy is criticized for being unhelpful, with staff refusing returns on defective goods and customers facing hurdles to get refunds. Delivery costs are considered expensive, especially for single items or partial orders, adding to dissatisfaction. Inventory and system errors are problematic, leading to cancelled orders, payment issues, and items being out of stock after purchase. Ultimately, satisfaction hinges heavily on receiving a flawless product, as inconsistent quality and poor post-purchase support lead to a highly polarised customer base.
What customers love
- Fair prices and good value for
- Frequent sales and discounts, especially for
- Good fit and sizing, particularly for
Common concerns
- Unresponsive customer service and poor support
- Logistics issues: lost packages, partial/cancelled shipments
- Difficult return/refund process for defective items
Last updated 4 months ago
