TF experience using Selfridges

ajd_007

Afternoon All,

I thought I’d share my experience with you, as I am somewhat unhappy at the moment with the TF service from Selfridges.

As some of you are aware had ordered my TF suit via Selfridges, this was back in September I ordered this and it arrived in around a month ago. Where they made some small alterations (let the back out a little) and then it was ready for collection about 8 weeks later and completed the final fit.

This is where the problem started, I noticed that some of the stitching had come away from the liner and some of the stitching down the rear of the jacket was damaged. This was all perfect before Selfridges made any changes to the jacket as I checked this. I have since returned the jacket to them to report these problems and asked for it to be corrected, which I thought was a simple task by a skilled tailor.

I collected the jacket from them yesterday and to say I am unhappy is a bit of an understatement, where they have reattached the liner to the jacket is now clearly visible upon inspection. However, the main gripe I have is where they have repaired the stitching along the back of the jacket. At present it doesn't match the original stitching and looks like it’s been done like a 4 year old. So today I have returned the jacket to them asking for it to be replaced and or refund on the suit. I am currently waiting on a manager from Selfridges to ring me back earlier today but as of yet, I have not heard anything...

always shaken

That's strange, Selfridges used to have a very good in house tailoring dept years ago , but like all things im sure its been scaled down, because the tailors don't generate any sales ,and still have to be paid , so I would think that sales have increased over the years ,but tailoring staff reduced so their work load has gone up quality has gone done, but like all companies these days
the morons in charge seem to think the fairies at the bottom of the garden do all the work, while they sit at home on their laptops
claiming to be working ,telling everybody that times are hard and you should all be working longer hours for less pay

Thomo

That's really poor. Demand it is sorted. Also explain that you post on a forum like this. As I'd now not get TF items from them. Good luck

ajd_007

Just a update, I collected my jacket from them today and its much better. It looks much more professional but I am still not happy with if they have offered to send it back to Italy to be reviewed. I am still annoyed that this happened in the first place but happier now it looks to a lot more professional.

On a side note they gave me another wooden TF hanger and another suit bag. )

welshboy78

Next time im over I think I will use the new TF store!

ajd_007

It looks like I've jumped the gun a little bit, as some of the stitching on the rear of the jacket is loose. Its just 2 stitch's but it should be perfect in my opinion. I am still yet to wear this suit, it looks like I am going to have to moan again!

jared_nomak

ajd_007 wrote:

It looks like I've jumped the gun a little bit, as some of the stitching on the rear of the jacket is loose. Its just 2 stitch's but it should be perfected in my opinion. I am still yet to wear this suit, it looks like I am going to have to moan again!

I'd just return it and say I don't want it.
No point in keeping something like this that you will never be happy with, remember your consumer rights if they have not fixed it within three occasions you are legally entitled to a full refund or replacement.

ke02eww

jared_nomak wrote:

ajd_007 wrote:

It looks like I've jumped the gun a little bit, as some of the stitching on the rear of the jacket is loose. Its just 2 stitch's but it should be perfected in my opinion. I am still yet to wear this suit, it looks like I am going to have to moan again!

I'd just return it and say I don't want it.
No point in keeping something like this that you will never be happy with, remember your consumer rights if they have not fixed it within three occasions you are legally entitled to a full refund or replacement.

Spot on....

Looks like TF uk is as "good" as TF us.... 8-)

ajd_007

It's not a fault with TF, it's a problem with Selfridges directly where and how they have gone about the changes / repairs.

I've emailed Selfridges directly on this now and I am waiting on a reply, if I don't have any joy I will escalate it to their CEO.

ajd_007

A quick update, I have had no reply from their customer services department which is just shocking! I've now directly emailed their CEO.

Edit: I've had a reply within the hour and I will be getting resolution proposal to this on Monday.

ajd_007

Another quick update and hopefully a closure to this case.

I have had a reply from Selfridges this morning and I have been given 3 options, which I have now offered a complete refund.

Sir Miles

Good news I suppose then...still...it shouldn't have come to this.

ajd_007

I have the Operations Manager meeting me in person, hopefully tomorrow to issue me a refund.

I am now going to re-order my suit by the TF store directly, just waiting on a phone call. )

Sir Miles

Good. It would be very interesting to hear what he has to say for himself.

ajd_007

I met with the Operations Manager today, who was very apologetic. As soon as showed him the suit, he commended on how bad the stitching was and it was that visible. I now have a complete refund from Selfridges on this matter. Although I will probably buy the odd bits and bobs from there, I will never buy anything that needs to be tailored ever again!

I've now booked an appoint at the Tom Ford store, so I can re-order the suit or I may change it the material. For all the people that have ordered a suit from the Tom Ford store, can they confirm that the stitching was of a high/excellent quality?

Sir Miles

I'm glad you got your money back - but it shouldn't have had to come to that...did he offer any incentive to use them again ?
Surely Tom Ford won't make this mistake. I wish you the best and I hope you let us know how it turns out.

ajd_007

No, I wasn't offered any incentive to shop there again.

When I ordered my overcoat from the TF store, the experience was a lot more professional. Hopefully it works out for the better. :007)

Sir Miles

A little surprised at that...but I suppose they are a big store and don't use that type of tactic...

I thought Tom Ford would be