I am very pleased with the one and only suit that I purchased from them in June of this year. It is very nice, but it was VERY expensive. Perhaps a little too expensive. After I paid half down, it took about 6 weeks to finally get my suit. It fit perfectly, and felt great.
Then, I went to Jos A. Bank, on a day they were having a huge sale. That's when the buyer's remorse set in. I could have gotten 2 of the best suits off the rack at Joseph Banks, plus some accoutriments (sp?) for the price I paid for 1 suit from Tom James. It made me a little uneasy. But, the suit is fantastic, the customer service was top notch, the fabric was great. Just a little hard to swallow the price.
I've been a long time customer of Tom James, but after the experience I've with them running for the past 10 months I would not recommend them to anyone. I placed a $6800 order with them in October 2011, and it has still not been fulfilled. I have received bits & pieces, most of which has major quality issues. The only thing that hasn't been a problem is my shirts. The pants all fell apart at the pockets, and had to be repaired after the first 4 weeks. The only jacket to be delivered is falling apart at the arms. The other jackets ordered have never fit properly at any fitting, and were finally sent back for a total re-work at the end of April 2012. I believe the tailor is so embarrassed at the poor quality, that he hasn't communicated since. I wrote a letter to the Founder, CEO, and Head of Retail sales in mid-June 2012, and have not heard back from anyone. Their customer service person reassured me that I would, but to date not a peep.
My advice, book a trip to Hong Kong. At least you will leave after 3 days with what you purchased; you'll be happy with the quality; and you'll have a great vacation/holiday. Waiting 10+ months for clothes to be custom made is ridiculous! I've been buying custom made clothes since 1976, and this has been the most horrible experience.