Note: I have all the documents, emails and phone logs saved as reference, in case you would like to know more. This is the first time I'm writing a terrible review on TripAdvisor, so I want to make sure that everyone who reads this understands where I'm coming from, and why I strongly believe that going to this establishment is a huge mistake.
I had an overseas function to attend this coming weekend, so I went around looking for a rush suit order in the TST area. last Saturday The better-ranked shops gave me caveats about my expectations. Maybe I should have just listened to them and bought an off-the-rack suit.
Instead, I decided to push my luck and try Sam's. They do a good job of maintaining an act of professionalism and customer service in the store. Unfortunately, that's where it stops. I explained my predicament to the consultant assigned to me, and was told that they would ship my order on Tuesday, via DHL (I'm not based in HK), and that it would reach me by Friday. I asked about duties and was told there wouldn't be any. If you read the terrible reviews here, however, you'd see that there are indeed issues with duties, but I'm getting ahead of myself. Maybe that should have triggered warning bells, but I paid no heed. I paid for the suits, and went back for another fitting later in the day. I then hoped they'd contact me on Tuesday about my order.
Tuesday came, and I heard nothing from them. I sent an email on Wednesday. No response. I called them up on Thursday asking if I should expect my suit, or if I should just buy a ready-made one, since I had no idea what happened to my suit. The lady who answered said my consultant was on leave and that they couldn't find my order. I asked for a tracking number. They said they would call me back. They never did. So, I called back a second time. I was told they had asked HK Post for it, but couldn't find it. Why were they looking for it in HK Post, when I was told that it would be shipped via DHL, and there would be no duties if it was shipped via DHL? Did they really ship it via HK Post? Read the other terrible reviews. They are accusing one of the reviewers of not paying the duties, which is why the items were not received.
Finally got an e-mail after I called to tell me that "the boss was looking into it" and that they would advise as soon as they get the info. It's now 11PM on Friday. No word from Sam's.
Save yourself the stress, and most especially the hassle of asking for a credit card charge back, and go somewhere else.