tomstrunks.com Arvostelua 316

The quality is amazing! Mine got delivered next day! Even tho I ordered a pair for my boyfriend which were the wrong size. They exchanged them for me. When I returned the wrong ones, I didn’t add in any details to the parcel but the customer service team were outstanding! Specially Zara and Gurkiran.

I’ve ordered from Tom Trunks several times before, but this was my first experience with their so‑called “Customer Happiness” team — and unfortunately, it brought anything but happiness.
My son and his friends placed a bulk order to save on delivery costs. Completely my fault, I accidentally missed a pair of trousers from the order. For context: the order was placed at 19:55 last night. I emailed immediately asking if the missing item could be added, or if the order could be cancelled so I could reorder correctly.
Around three hours later, I received a response saying the order couldn’t be changed or cancelled because it had “already been processed by the warehouse and is on its way to the courier.” Yet when I log into my account, the status still shows “We’re preparing these items for shipping.”
Looking at other reviews, this seems to be their standard stance — which is surprising given their mission statement. Something clearly doesn’t align. Either the policy needs revisiting, or the mission statement does.
It’s also not convenient for me, nor does it support their 2025 carbon‑reduction goals, to return an entire order and then reorder everything again. So it looks like I’ll have to just accept the mistake, order the missing trousers separately, and pay postage on top — despite my original order being over £100.
Very disappointing experience from a brand that claims to prioritise customer happiness and sustainability.

My sons - one at uni , the other in LVI - love Toms Trunks. The website is easy to use, customer service is outstanding and the clothes are fantastic quality and very comfortable

Ollie was very helpful with my inquiry

Great experience with Ollie from customer happiness

Customer support was so helpful when I messed up the return form and helped me within 12 hours of my request. Thank you so much to Ollie and all his help :)

Excellent customer service

I had excellent Customer service from Zara. She was so helpful, explained everything and responded to all my email messages immediately! Thanks very much Zara

I stupidly ordered the wrong size trousers. The return/exchange was uber easy and straightforward. When I had a question, it was swiftly answered.
Daughter is very happy with them and has already ordered another pair herself. Can't lie, think I'll order myself a pair

Have ordered from them in the past, unfortunately ordered the wrong size but there weren’t any issues changing sizes! A very comfy pair of trousers and customer care is extremely helpful and quick with responding to enquiries, looking forward to ordering another pair of trousers!

Amazing customer service and amazing clothing, would highly recommend to anyone looking to get a pair

I had accidentally ordered to the wrong address, issue was quickly resolved by zara who was very friendly 10/10 service :)

Ordered various different products and love them all no matter the type no matter the fabric, toms trunks always delivers! Very helpful and friendly customer service too.

Great customer experience, super impressed with how responsive the team are.

Absolutely fantastic customer service (happiness) team! I had a beach bag stolen (great taste from whoever stole it) and the team in particular Zara was so helpful & went above and beyond in helping get me a replacement as I had just missed them on the online shop. The bag is such good quality and great style that goes with everything so I needed to get my hands on it again. I also have a couple of pairs of shorts and trousers from Toms Trunks and they are just the best quality and fit. Love this brand!

Excellent customer service, prompt reply, within an hour. Highly recommended.

Fantastic products and Ollie was so prompt and helpful with my enquiry. Many thanks.

Wanted to exchange an item. Spoke to Zara, who responded quickly and was lovely. She told me exactly what I needed to do, and I received my parcel in just a few days xx

Needed to exchange a pair of shorts. There had been a delay so I sent an email to seek an update. Received an email within an hour from Zara apologising for the delay and confirming that the order was being prepared and would be out for delivery the next day. Received another email shortly after confirming the item had been sent out for shipping. A very rare and welcome example of flawless customer service even without speaking to anyone directly over the phone. Thank you.

Ollie was most helpful. My query was answered and a solution agreed within one email. Many thanks Ollie