ComplaintsforTailor on Tap

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 2 suits. One in a blue pattern, the other charcoal. I received the navy suit, but the other suit was in the wrong pattern. Even the tailor who fitted me admitted it was the incorrect pattern. I requested an exchange or a refund, but have been ignored since this occurred in November 2022.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 20th 2022 me and my Finace entered tailor on taps place of business located at **** ****** **** ** * McLean, VA 22102. We spoke with Tristan ** S***** The Showroom Manager for tailor on tap. We proceeded to crate a custom tuxedo for my wedding day. Was told that the suit would be ready in 6-8 weeks and that I had to pay the full amount of $1303.78. After the 8 weeks had passed, I kept calling Tristan ** S***** for an update on my tuxedo. The answer would always be I’m waiting for it to arrive give it x-amount of time and he promises that he would keep me informed about my tuxedo. Tristan ** S***** Would never call me with an update about my suit through out the 5 months of me not having my tuxedo in hand. I had given tailor on tap 5 times the estimated time come up with my tuxedo that I paid in full on March 20th. Now I want my money back due to me needing to buy another suit from another place because tailor on tap could not fulfill in giving me my tuxedo.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A year ago I went to get a custom suit completed. The package included 1 jacket, 1 pants, 1 shirt, and 1 shirt (free). Everything came in but the pants were incorrect. Despite the effort to fix the pants, the pants would need to be re-made. I was told it would take a few weeks. Despite contacting the manager and CEO of the company, the issue has not been resolved. The store has not made attempts to contact me about the status of my pants. Even trying to follow up with the store has been unsuccessful with a resolution. The CEO offered to talk with me and I provide a time frame for a call, but he never followed up. I have emails to show the sparse communication from the store to resolve this matter. At this point, I'd like a refund of my pants since it doesn't appear that I will be getting them anytime soon.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2/26/22, I visited the Tyson Corner Showroom to inquire about purchasing a suit for my son's prom. The Manager told me to make an appt for next week as the turnaround time is six weeks. The order was paid in full at the appt on 3/5 with a 4-6 week delivery. Please note Showroom Manager- delivery of 4-6 weeks, website- "In 2-4 weeks, your items ship and be delivered to you," and receipt- "Tailor On Tap has an average delivery time of 4 weeks...". Between weeks 5-6, I began contacting Manager for an update. He appeared irritated, stating the company was relocating to office space and would be in touch by the end of the week. Until 5/6, I received conflicting guidance on what was received and expected delivery dates. At this point, I requested a refund via phone and text. I then emailed the owner, Adam, at the Manager's request. Adam scheduled a call for the following morning, assuring me he would deliver the suit to me by the 11th with a tailor on standby. On the 11th, the suit was clearing customs and released tomorrow (the Manager stated the suit was in the U.S. weeks prior). Adam also said, "If we are unable to come through, I will reimburse you for the original purchase and pay for a replacement suit." On the 12th, he was still "working with the factory and arranged to pick up directly from Customs." One day from the event, I requested a refund again. On the 17th, he stated he would process the refund in the morning; the suit has cleared customs, and he would like to deliver it to me for future events. We went through various methods to refund me and provide the suit from this point. From May 20th-24th, The refund went from 2-3 days via ***** to the original payment method and charged for a free promotional shirt and a ********** invoice reflecting a refund. As of today, I have not received a refund or suit. Please also note that the owner advised that I would not receive a refund if I wrote reviews or filed complaints against Tailor of Tap, LLC.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a custom made suit for my wedding. The promised delivery latest by December 1st. Then they kept postponing the delivery date. I got the suit a day before my wedding overseas. The suit was not made to my fit and also had labels printed on them which was done wrong. I did not use the suit and wore one of my old suits. I have been in contact with the merchant but they bring excuses and not issuing refund.

  Business response

  01/20/2022

  Section 1: Introduction
  
  *** **** purchased a custom made to order suit from our company on October 16th of 2021. Given the nature of custom clothing all sales and orders are final since they are made specifically for each client and are unique to that individual’s body measurements. Given the current global pandemic, mixed with the fact that all of our fabrics are sourced from all over the world, there have been siginificant delays. We informed *** **** of these potential delays since the garments were for a specific event and he acknowledged the risk of delays and accepted it. We were told the event was for December 18th of 2021. Even though we would still not be able to offer a credit if the garments did not arrive in time, they still did arrive well prior to December 18th of 2021. *** **** also claims that his order was not the “fit” he had selected. However, our order management system proves that this statement is false.
  
  To further express our strict “all sales are final policy” which is acknowledged, signed, and highlighted on the receipt which is attached below. Not only did *** **** benefit from receiving several discounts from us, he continued to disparage our company by making false claims, then made a false claim to his credit card company.
  
  Given that the order is made to *** ****’s exact measurements this dispute was filed maliciously, is innacurate, and can not be accomodated due to our policies. This false dispute squarely counters our policy which is on his receipt. Furthermore, custom clothing orders cannot be resold and the order was delivered not only in the requested time frame but well ahead of schedule which is posted below. We even tried to accommodate *** **** by offering him free services when we had no reason to do so.
  
  With that said, *** ****’s explanation in his dispute is not only incorrect but fraudulent for the following reasons and should be denied.
  Even though we can not accept returns, he did not attempt to do so until after accepting it
  

  The merchandise can not be returned, regardless of *** ****’s beliefs. We made *** **** aware of this policy when he purchased the item originally and he signed an agreement stating it as well.
  
  Section 2: Detailed Receipt: 

  Customer response

  01/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  Hello,

  I am writing to provide my rejection response to the communication provided by ***********************. The below is a breakdown based on his response as well as some additional information to confirm why I rightfully requested a dispute/refund on a custom suit that was never successfully complete.

   

  1.     Although we had mentioned the wedding being on December 18, **** was aware that we would need the suit sooner since the wedding was in Mexico. Our flight was originally on Dec 8 but given the continued delay of the suit, we needed to change our flight to Dec 13^th. The suit was still not ready so my brother needed to stop by the shop to pick it up. Upon bringing the suit to Mexico, we noticed multiple issues (listed below).

  a.     Fit was off/large (additional alterations would be needed)

  b.     The stitching of the wedding date was to be on the inside of the collar and was incorrectly placed on the OUTSIDE of the suit.

  c.     There was stitching of my first and last name on the OUTSIDE of the vest pocket, which was also incorrectly placed.

                                                 i.     Additionally, the photo provided of my initials is INCORRECT. That is not my initial and I'm not sure where that came from but it also does not confirm that they were incorrectly placed on the suit.

  2.     The original price that **** provided when we first decided on a suit was $1800. He provided a $200 discount only because we brought in 2 more clients to get custom suits.

  3.     **** told me that he would pay for me to find another suit (just a day or two before my flight) but given the very short time left, I decided to wear my black tux which I previously owned so he wouldn't have to pay anything for an additional suit. Even if I had tried to find another suit, the chances of me finding a decent suit under such short notice was almost impossible.

  4.     When we realized that the suit will not be arriving before my departure, **** said that he would pay for a seamstress in Mexico to do the alterations but given I only had a day to try on the suit, there was no one that would've even been able to fix any of the mistakes on the suit (the stitching on collar, and front of vest), let alone make alterations to the fit itself.

  5.     The communication provided by **** never stated that he was declining a refund but only passing along information from his team where they requested proof of what was worn to the wedding which I provided photos and my explanation.

  No false claim was made to the credit card company, I was promised a completely finished custom suit before my wedding date. When going through the payment process, I expected the final result to be as we had discussed but this was not the case. Final suit did not include alterations; it had incorrect stitching and embroidery, which completely ruined the suit. Based on the photos attached, please note the incorrect stitching, which I never requested. The wedding date to be on the outside of the back collar, which was not what I wanted or what we discussed, and the embroidered stitching of my name on the FRONT of the vest. I would never request my name to be on the very front so these mistakes completely VOID the policy that was signed/discussed.

   

  To conclude, I did not wear the custom suit, and it was not finished and finalized prior to the wedding, which was promised, I made the dispute with my credit card company after tirelessly going back and forth with **** requesting a refund. I offered to bring the suit to the store and he was never able to confirm a date/refund. Therefore I went forward with the dispute. I understand that a custom suit is not refundable but in this case, what was promised and signed for, was not delivered based on all the information provided.

  
  Regards,
  
  *********************
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On September 21, 2021 i paid this business for a custom suit and the material i order has stock number *****/*** and its printed on the receipt, with delivery time frame 4 to 5 weeks, on November this business call me and inform me the suit is ready the deliver a suit with different material than i order, and they did not inform me the material was changed, on 28 November i found out the material was different than what i paid for, and i ask the Manger Adam to refund me the suit and the shirt i order for the suit, he agree to refund me and i have it on text messages , after 2 days he stop answering my calls. i order this suit for my wedding which on 11 December 2021 and the manger Knows the material was changed but he never informed me till i found out, now i have to deal with finding a new suit for my wedding in short time and this company nit refund me my money for the suit they never deliver.

  Business response

  01/20/2022

  To whomever it may concern
  
  Please see the complaint response to Complaint ID: ********
  
  Thank you and please reach out with any questions or concerns.

  Customer response

  01/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  Tailor on Top store has replied to the complaint based upon misleading, untruthful information, Tailor on Top shop replying statements are untruthful and violate their own policies with an accurate depiction of facts I will describe it below along with attached evidence:

   

  On September 21^st 2021 I order 2 peace suit with fabric code number *****/*** as its shown in email receipt I attached to this email, I also attached picture of Tailor on Top suits catalog page for the fabric with code number *****/***, which I order for the 2 peace’s suit.

  On November 11^th 2021, I stop at Tailor on Top shop to pick up the suit, the suit were made with different fabric NOT the fabric that I order and paid for it, the store DID NOT inform me about the fabric change, I attached picture for the suit the store presented, I was fitting the presented suit without me knows there was fabric change that I never approved, I ask Mr. Adam the store manager for some alteration, then I left the suit with store and still not knowing nor informed there was fabric changed.

  On November 30^th 2021, I stop at Tailor on Top store to pick the suit, two worker at the store informed me the suit still not ready to pick up and I can speak to Adam when he arrived to the store, I waited around 6 hours for Mr. Adam because I had left 11 days away left from my wedding date, after waiting for while one of the worker grabbed the suit from the back of the store ( WAS NO ALTERATION DONE ON THE SUIT), then I open the store catalog book which has the fabric example of the suit that I order, then found out it was different fabric than the suit fabric the store presented to me.

  Me and my wife called Adam on phone asking him why it was fabric change? Adam reply: That an employ name Binh asked my wife via email to change the fabric due for unavailability for the fabric we ordered. This was an accurate depiction and misleading information. (When I order the suit I have my personal email on receipt not my wife). Adam never presented that email just for fact it’s an accurate claim by Tailor on Top manager.

  I ask Adam immediately for refund for the suit and the shirt I order for the suit, Adam ask to give him one day to verify the order change with Binh’s, Mr. Adam apologized to me for putting me in this situation and my wedding within 11 days.

   I called Adam on Dec 1^st 2021 and he did not answer my calls and texts messages for 3 days.

  On December 3^rd 2021, Mr Adam finally replied to my texts messages and he wrote in text message:

  “Refund has been processed”

  Picture of the text message from Mr. Adam attached to this email.

  Refund was never processed, and my wedding was on December 11^th 2021 I had to find a wedding suits with in few days after I waited for3 months for Tailor on Top to provide me with wedding suit I order from them, but the store failed to presented the suit with fabric I order and put me on line to be unprepared to my wedding date.

  On Tailor on Top reply to the complaint I submitted to BBB:

  “After the suit arrived, he decided that it did not match the color of the “bridesmaids” dresses at the wedding and chose to try and return it for this reason.”

  This was untruth story made up by Tailor on Top store, and I have a text messages from Mr. Adam Replying to my demands for the REFUND of the suit and the shirt, his reply will be in attached picture of the text message.

  There was another costumer for Tailor on Top been in same situation, I found that costumer’s review on the store link on Google, also was another complain to BBB from another costumer on Tailor on Top store.

  Tailor on Top failed to deliver the suit with fabric that I order and paid for it in full,  it was simple to solve the problem by informing me that the fabric I ordered are not available and let me pick another fabric, not making the suit with different fabric Tailor on Top picked.

  Regards,
  
  ****** *********
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩