Tom James Company

Let me start by saying the only reason I even gave 1 star was because it does not allow me to leave zero. These guys are absolutely horrible. I’m honestly not one to bash companies or even give bad reviews. However, my experience was so bad that I feel the need to warn others. I gave these guys multiple chances, and after working with multiple sales reps, each was worse than the next (for example, my suit pants came in around a size 42 waist when I was a 32). Additionally, I ordered a suit in April only to have it finally delivered in Dec!!! That blew my mind — what’s worse is that the suit still didn’t fit right. I wouldn’t give them another shot if they were free. STAY AWAY.

Where to begin. My husband worked with Paul on a custom three piece suit for our wedding. Although the deadline was a little over two months, the suit was not up to par. He had one fitting beforehand which Paul forgot/​did not have the vest. The suit arrived two weeks later than he was told it would initially and at the last possible minute (the day before we flew down to Charleston for the wedding). That left no time for further alterations which were desperately needed. The vest did not have the correct fabric on the back and was not the style he requested. The pants did not fit him at all and were baggy. It looks like an off the rack suit that he threw on. Paul threw in some ties which my husband politely refused because overall the price and quality of the suit are offensive. Best go elsewhere.

I have been a client for almost two years now and absolutely love working with my Tom James Rep. I get great options for professional and casual attire, and the quality is unmatched in comparison to any other retail vendors. I get quality customized clothing, with exceptional customer service. My fashion consultant checks in with me frequently, and is always there to answer questions, let me know about new deals and arrivals, and make adjustments on existing purchases when knock off a few inches from the waist line. If you are looking for the best, go to the best. They will impress you!

I was referred to Tom James to get a custom tux to wear to prom. I worked with Paul. M, good guy. Judging by the suits he wore every time I met with him, I decided this would be my thing. Never regretted that decision. Despite being in a hurry to get my tux and my order being late in relation to how long they take to get them done, I was impressed Paul had it for me in about three weeks or so. His communication and customer care was excellent too!
Overall: Service was satisfactory and would definitely recommend them /​do business with him again!

My overall experience w/​Tom James has been great. While I had to make alternations on my first order (free of charge), the adjustments made were captured in subsequent — numerous — orders and I have been nothing but pleased with the products. The ability to purchase suits and shirts tailored specifically to me — for prices comparable to higher-​quality off the shelf clothing — is a no-​brainer, while the personalized service and above-​and-​beyond help of the staff (Ari Gray in particular) are icing on the cake. Highly recommended.

I recently worked with Ari Gray from Tom James based off a referral from a friend. It was a new experience for me ordering custom clothing and Ari was extremely knowledgeable and walked me through the entire process with ease. I am so glad I did! The suit fit me to a T, something that buying a suit off the rack never afforded me before. The suit fit so well and the process was so easy that I decided to buy a couple custom dress shirts to try out. Needless to say Ari will be my go-​to person for my clothing going forward and look forward to swapping out my wardrobe with him.

At first I was skeptical of the true value of a custom made suit, but I have be honest, I will never buy another suit/​shirt/​slack off of the rack again. I have been working with my tailor Ari Gray for a little over a year now and I have been nothing but pleased with his business, the process, and my clothing. Ari goes out of his way to make sure my clothing meets my expectations, and right as soon as I am ready to order more clothing he is one step ahead of me with options to add to my wardrobe. The only regret I have is not buying custom clothing sooner!

Paul hand delivered my suits and shirts last week to my business in New Hampshire. Very impressed with his customer service and quality of the suits. I will definitely think twice before i purchase a suit from a retailer.

me and the rest of the people i work with will never ever order from tom james… service sucks, product is low quality and everything is overpriced. avoid salesperson Amber and her boss — they are just trying to make the next sale

Wow, I really wish I’d checked the reviews first. If Sandeep M. is a real person (which he obviously isn’t), I feel sorry for him. I was searching and searching for a a place that made custom Women’s suits, I received a referral to Tom James Company. They promised they could have the suit done by the date I needed. I didn’t work with Sean Grafton, I worked with Amber Schrader because they thought a woman would be better for me to work with. I should have known better than to work with this business when I first noticed that her suits never fit her properly. She kept saying that nothing fits better than a custom made suit, and I was just thinking, well, I hope they didn’t make yours! But I was desperate for a custom women’s suit, and I just ignored this obvious problem by telling myself that she just had bad taste or that she was really hopeful that she would shrink down to her suit size one day.
She had little to no knowledge about suits. She would say things like «Do you want vents in your jacket? They’re decorative. I don’t know of any reason why you would want them.» Wow, well that really has to do with your body type, the cut of the jacket and comfort. Then the person she was training (if you don’t know why a jacket has a vent, you shouldn’t be training people on designing suits) commented on how interesting a pair of cuff links were. She was talking about the free little knots you’re given with a french cuff shirt. They are not interesting, they are so common that they cannot possibly be interesting. You have not seen enough french cuffs if you believe those are interesting.
Snobby comments aside, this company was extremely difficult to work with. They refused to listen to what I wanted in the suit. I said, I want a jacket of normal length. Amber would say, «Well women like jackets cropped at the waist so you can show off your butt.» I would insist that showing off the butt was not my concern, please make it long enough to cover at least half of the butt. The suit jacket arrived, of course, cropped at the waist. It looked like a matador jacket. WHO WOULD WEAR THIS THING! She promised that they included tons of fabric inside it so that they could let it out to the length I wanted. Well that was not true either. Apparently, women don’t want extra fabric in their suits because it makes them look fat. They got it an inch longer. I’m so glad the 80’s are back in style! Crap, no, we’ve moved on to the 90’s already.
I also wanted the waist coat to cover the entire torso area (a waist coat riding up when you move and bend just looks weird), they failed to do this as well and apparently they cannot even squeeze an inch out of that fabric, the excuse again being, if we were able to fix our screw ups, some women may appear ¹⁄₁₀ of a centimeter fatter. So, instead, you’re just screwed.
The pants were also too short, but this was fixable.
By the way, this took me a million fittings and a discussion with their in house tailor. What a crazy waste of my time!
I haven’t even gotten to the very best part yet. So it took so long that there was absolutely no time to get a remake in time for my event. Amber said, can you just use the suit, and then we will do a remake later. With no other options, I said fine, and used the waist coat & pants, since the jacket was absolutely unusable (that extra inch, really did very little to fix the matador look).
After the event, I returned the waist coat & jacket for a remake, and THEN Amber says that they have run out of the fabric used to make the suit! Are you serious?! Obviously, your company has to plan for remakes. I’m sure they have to do tons of them since you are cheaping out on the extra fabric that’s normally in a custom suit, and failing to follow initial instructions regarding the design of the suit. This is total B.S. So, I can keep the suit (waste space in my closet), or remake the whole suit, and return the original suit (waste more of my time).
In the end, they couldn’t fix things and gave me a partial refund, so now I have a crappy suit that can’t be worn and some of my money back and tons of my time lost forever.
This place was a waste of time and money.

Very similiar experience to the response above– worked with Sean Grafton, who used every sales tactic in the book to get me to buy a $ 1000 suit, which I then did not receive for months. I called him, left him voicemails, sent him emails, and he continued to ignore me– when I finally heard back from him and received the suit, it fit so horribly that I wanted a refund. He told me he would fix the suit, and I then did not hear from him for another 3 months. After that, he had the guts to ask me for referrals using some cheesy referral sheet. I would not ever recommend working with Tom James or Sean Grafton in particular, maybe some of the other sales reps are more professional.

Stay with me here.
I placed an in-​person order of 6 shirts and one pants suit from one of their sales representatives in July and September 2009, respectively. Notwithstanding numerous promises, all items were delivered more than three months late. The September order was critical – I needed a suit for a concentrated set of court appearances, and I was persuaded to order it based upon an express promise that it would be made in time. The suit arrived in 2010, more than a month after my cases were over. I’ve spoken with other customers in my law firm, and they’ve had similar experiences with unacceptably long delivery delays. Indeed, after the representative solicited tailoring work from me, I sent him one of my existing, non-​Tom James suits for repair before a trip out of the country. His tailor did a nice job, but it was weeks and weeks late.
I think most agree that the quality of the work is good. However, some of the sales force is less experienced taking measurements and understanding the amount certain fabrics shrink. I had to send almost all of the ill-​fitting shirts and the entire suit back for additional work in spring 2010. But, spring turned to summer, and he still hadn’t returned them to me. In July 2010, I asked him to refund amounts for all items still in his possession. I left polite voicemails and emails. The representative never returned any message. In November, I filed a small claim against the company. Only then did he agree to provide an accounting, refund outstanding amounts, and pay my filing fee. The accounting and refund were processed, but payment of the fee is outstanding. He has disappeared again.
I called the corporate office this afternoon. The gentleman I spoke with, Charlie Spencer, agreed to send a check for the filing fee, but was decidedly unapologetic.
My take is this: somewhere in the heartland of America, there are very good tailors and seamstresses making shirts and suits that can compete in the upper tier. But the customer service and sales teams lack a distinct measure of class and sophistication. I wouldn’t be caught dead treating my clients this way.
Anyway, hope this story is helpful to someone else. The experience has been a low point in my life as a consumer.