TOM FORD レビュー 

The worst experience I had with a brand. I ordered a foundation, another one was sent to me at a lower price than what I chose. I said the problem, I sent evidence and they kept postponing me with the resolution until I wrote to them again and again so that after all this time I would receive an answer that they had also checked this, even though I ordered it on the invoice they sent me you can clearly see the product and its price. The Tom Ford team is pathetic. I do not recommend at all, and this is not because of the products, but because of the way the whole team works, from small to large. Disappointing…

Absolutely useless customer service it’s like talking to a robot. I inquired if a product has been discontinued as it’s not only sold out on their site but everywhere else that stocks it and they sent me a message saying “you can’t add a product to the cart if it’s not in stock” like I’m some sort of idiot. I replied to it asking my question again and they literally copy/pasted the exact same response. Useless and embarrassing that a big name brand can’t answer a simple question. Or at least look into it. Money going elsewhere I guess.

Some of the most embarrassing customer service I’ve ever experienced. They refused to cancel my order even though it was only 30 minutes after I placed it. When I received the package the return label was misprinted so UPS didn’t accept it. Had to send a request for a new one via email that takes one to two business days?!?! Mind you you’re only allowed to return within 14 days of receiving your item, not even a month like other businesses that actually care about you. Just order from Amazon for example. Their products are for half the price on there and their customer service department actually cares about paying customers.

THEY SENT ME EXPIRED BEAUTY PRODUCTS. (expired by a year ). now they are ignoring me via emial and phone. I went to the boutique, also couldn't help.

Joke. Spent 560 GBR for nothing
Ordered november 30th no reply

UPDATE: I called them today to ask for a refund again. They have told me that their products don't have expiration date. That the shelf life is 3 years, but the 36 months counts from opening. The make up that was sent to me was 3 years and 9 months old. They said they cannot comment on that. I asked then to provide the information when the make up I ordered was produced. She said they cannot comment that. Luxury brand and such treatment to clients. They refuse to refund me.
My lawyer will contact them next week.

Absolutely poor service from Tom Ford on their website it says their items are delivered in 1-3 days. This is a lie to draw you in and your item is still not delivered I would not of ordered if I knew. I called them and they do not pick up till 45 minutes despite calling from 8.30 when their phones opened. It has ruined valentines and absolute poor service !

3 working days on the carrier still has not got the parcel !

I love tom ford. however, i've been incredibly let down. They do not care in the slightest.

Order online a wallet,
It's a nightmare customer service.

They charged my PayPal but couldn't find the order. I have asked to cancel it.

They found an order when I didn't need it, as I got something also.

I asked them to cancel, do not ship it. But they sent it any way.

I called again telling it was canceled, don't need it. Sent me a refund and shipping label. They told they can't make a shipping label. It takes 2 buesness days. And you short on time to return

Ordered some bronzing gel that was noted as in stock. 2 weeks later still not here and no correspondence from TF to say why. I’m aware there are postal strikes but 2 weeks! Other orders with other companies have came and went ok. You’re paying for the name not the service!

Disgusting customer service I order 2 times in a week and they keep saying they did not receive any order from my account but they still take my payments from my bank is a full scam don’t buy online

Disgusting customer service,

I had a faulty 100ml bottle of Noir De Noir, after being given the run around for a couple of weeks they finally advised me to send the item back via royal mail special delivery; so they could send a new one. Fair enough, after three emails and a week later I asked for an update. They said they did not receive my bottle despite myself showing them screenshots of it arriving the next day in the post and being signed for.

Utter joke.

I bought Tom Ford Oud Wood from Heathrow Airport (sure it was legit). I'm really disappointed with it. The smell doesn't last long at all, I usually spray 10 times (it costs 20p per spray!) and even an hour later can barely smell it. Very disappointed. Never buying again.

Made an order on the 10th December, wondered why I hadn't received a dispatch notification on the 13th. I called customer service (which is US based) and told that orders made with Apple Pay were not processing and there was no evidence of my order on the system, although I received an order confirmation email the day the order was made... I was told this was an ongoing issue with Apple Pay. I was advised to make a repeat order (thankfully the items were still in stock), but using my bank card only. After doing this I phoned to check the order had been processed, which it had and it was 'on the system'. In summary, very poor experience with ordering online (telephone customer service wasn't the most cheerful either). Why Tom Ford still has Apple Pay as a payment option whilst knowing a number of potential customers would be affected by it and be none the wiser that they haven't actually ordered anything is bizarre and probably the best way for customers to feel negatively about the brand.
You're probably 'safer' ordering from the likes of Selfridges, John Lewis etc which have excellent comms when ordering.
The other thing to note about the TF website is that if you try to create an account it asks for a password in upper and lower case. Every time I've tried it capitalises the letter so you're not actually able to do it (I definitely did not have CAPS Lock on, browsers I used were Chrome & Safari). Probably one of the poorest website ordering experiences out there, especially as it it lulls you into thinking you have actually ordered something but haven't....
The majority of 'cheaper' brands, hands down, do it a lot better!

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!