SmallBizGenius Analysis
Tommy Bahama receives mixed reviews, with customers praising the in-store experience and product designs but frequently criticizing online order fulfillment and declining quality. While some customers report excellent in-store service, many express frustration with online customer service and product durability.
Category Breakdown
Scores based on analysis of 96 recent reviews
Customer Service (Online)
3.0/10Many customers report difficulty reaching customer service representatives, long wait times, and unhelpful responses. Reviewers mention issues with unanswered calls, emails, and callback requests, leading to frustration and unresolved problems. For example, one reviewer stated, "Horrible, horrible, horrible customer service.They have no online chat function, NEVER answer the phone, but have wait times of 60-70 minutes, NEVER respond to emails..."
30 reviews mention thisProduct Quality
4.0/10Several reviewers express disappointment with the declining quality of Tommy Bahama products, particularly clothing. Customers report issues such as shrinking, fading, holes appearing after a few washes, and seams falling apart. One reviewer noted, "Save your money from a failing vendor...quality issues and poor customer service have reduced them to selling gift cards and $75 t-shirts."
35 reviews mention thisIn-Store Experience
9.0/10Customers frequently praise the in-store shopping experience, highlighting the helpfulness and friendliness of the staff. Many reviewers mention specific employees who provided exceptional service and personalized assistance. For instance, one reviewer shared, "Went shopping at the Tommy bahama store in the Oaks in Oklahoma City. I was help by a lady named Beverly. She always helps me when I go in…..although I spend too much. What great customer service."
15 reviews mention thisShipping & Delivery
3.5/10Several customers report issues with shipping and delivery, including delays, incorrect items being shipped, and orders not arriving at all. Reviewers also mention difficulties in resolving these issues with customer service. A customer stated, "Ordering the same item three times and still getting the wrong one is exhausting—especially from a big brand like Tommy Bahama..."
18 reviews mention thisSizing & Fit
5.0/10Some reviewers mention inconsistent sizing across different products and changes in fit over time. This makes it difficult to order online with confidence. One reviewer noted, "The sizing on the shirts has changed and is now consistently inconsistent depending on which country the shirt is actually made in."
8 reviews mention thisReturns & Refunds
4.0/10Several customers report long processing times for returns and refunds, sometimes exceeding a month. This creates frustration and inconvenience for customers who need to return or exchange items. A reviewer shared, "It takes three months for Tommy Bahama to process a return. They do not share that information on their site or anytime during the purchasing process."
10 reviews mention thisPros & Cons
What Customers Love
"Went shopping at the Tommy bahama store in the Oaks in Oklahoma City. I was help by a lady named Beverly. She always helps me when I go in…..although I spend too much. What great customer service."
"Fast shipping and really nice colour, design and materials."
"Fast shipping and really nice colour."
"Quality issue well addressed: I had a shirt that I bight that had a quality problem, but I contacted Customer Service and they helped immediately and gave me feedback about their looking into the problem."
"Martinique 100% pima cotton is my favorite. Wash after wash it is perfect."
Common Complaints
"Horrible, horrible, horrible customer service.They have no online chat function, NEVER answer the phone, but have wait times of 60-70 minutes, NEVER respond to emails..."
"Save your money from a failing vendor. Tommy Bahama was once a premier brand, but quality issues and poor customer service have reduced them to selling gift cards and $75 t-shirts - clear desperation."
"Ordering the same item three times and still getting the wrong one is exhausting—especially from a big brand like Tommy Bahama where you expect the process to be smoother."
"It takes three months for Tommy Bahama to process a return. They do not share that information on their site or anytime during the purchasing process."
"The sizing on the shirts has changed and is now consistently inconsistent depending on which country the shirt is actually made in."
Common Questions About Tommybahama
Answers derived from customer review patterns
Is Tommybahama legit and trustworthy?
Tommy Bahama is a legitimate brand that has been in business for many years. However, based on the reviews, the online ordering experience and product quality can be inconsistent. While some customers have positive experiences, many report issues with shipping, customer service, and the durability of the products. Therefore, while the company itself is legitimate, it's important to be aware of these potential issues before making a purchase, especially online.
Based on 45 reviewsDoes Tommybahama have good customer service?
Customer service at Tommy Bahama appears to be a point of contention. Many reviewers report significant difficulties reaching customer service representatives online, experiencing long wait times and a lack of helpful responses. However, some reviewers praise the in-store staff for their excellent service and personalized assistance. Therefore, customer service quality seems to vary greatly depending on whether the interaction is in-person or online.
Based on 30 reviewsIs Tommybahama worth it for small business?
Whether Tommy Bahama is worth it for small businesses depends on their specific needs and priorities. If a business is looking for high-quality, durable apparel for employees or clients, the reported decline in product quality may be a concern. However, if the business values the brand's aesthetic and is willing to purchase in-store to ensure quality and avoid shipping issues, Tommy Bahama could be a good option. Ultimately, small businesses should carefully weigh the potential benefits against the reported drawbacks before making a decision.
Based on 25 reviewsWhat is Tommybahama's return policy like?
According to several reviews, Tommy Bahama's return policy can be problematic due to long processing times. Some customers report waiting up to three months to receive a refund for returned items. This extended processing time can be frustrating and inconvenient, particularly for customers who need to quickly receive their money back for a purchase. It's important to be aware of this potential delay before making a purchase from Tommy Bahama.
Based on 10 reviewsWhy have Tommy Bahama's product quality declined?
Several reviewers speculate that the decline in Tommy Bahama's product quality is due to changes in manufacturing processes and materials. Some customers point to the increased use of synthetic fabrics like polyester and "eco viscose" instead of natural fibers like silk and cotton. Others suggest that the company's focus has shifted away from quality apparel towards other product categories like sunglasses and coolers. Whatever the reason, many long-time customers express disappointment with the current quality compared to the brand's earlier years.
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