RJ MTM Reviews 9

Reply from RJ MTM

Dec 31, 2025

Thanks a lot for the detailed feedback, David — really appreciate you taking the time to share it.

Great to hear the onboarding was smooth and that you’re happy with the fit, fabrics, and overall quality. That first sample suit is always an important one, so it’s good to know it landed well. Also glad the branded books and platform layout are helping on the client-facing side — that’s exactly how we want them to be used.

You’re spot on regarding a few inefficiencies in the New Order process, especially for newer users. I’ve already shared this with our engineering team, and it’s an area we’re actively improving. We’re also rolling out more Training Center videos specifically around ordering to help make things clearer and faster.

I’ll keep checking in with you as updates go live and to make sure we’re ironing out anything that slows you down. Once those last bits are dialled in, I’m confident we’ll get that fifth star.

Thanks again for the honest feedback and recommendation — really looking forward to supporting you as you grow with us.

Frank | Customer Success Team

Reply from RJ MTM

May 16, 2025

Hi Yechiel,

This is Frank from the Success Team.
Thank you for your feedback.
We’re sorry to hear that your experience applying for an account wasn’t what you hoped for.

To clarify, we do have a structured onboarding process in place, including a business readiness checker and a review by our success team. As outlined on our site, our standard response window is between 6 to 12 hours — a timeframe that reflects both industry standards and our commitment to supporting partners across multiple global time zones.

In your case, we received multiple emails from you within a very short timeframe, some of which escalated quickly in tone and included demands and aggressive threats. While we aim to be as responsive and accommodating as possible, we also reserve the right to decline applications where the tone or conduct during the onboarding process does not align with the values and standards we hold as a business.

Our focus is on building long-term, respectful, and mutually beneficial partnerships. We appreciate your interest, but ultimately we felt that proceeding with the application was not the right fit.

We wish you the very best in your future endeavours.

Warm regards,
Frank | Customer Success Team

Reply from RJ MTM

Oct 12, 2023

Thank you for the feedback Terrance.
We try to keep all email comms responses to 24 hours, and we prioritise order-related emails at the top of the list when ensuring responses are delivered. We have a huge volume of daily incoming emails and we do try our best to respond in a timely manner. If you need to send a multiple amount of emails in 1-single day, an efficient and optimal suggestion may be to aggregate all 3 email requests into 1 single complete email. In this case, you gain a higher chance to get an email response on 1 complete email, as opposed to 3 individual emails.

I hope this helps and thank you for all of your business to date 🙏

Frank | Customer Success Team

Reply from RJ MTM

Jun 24, 2023

Hey Sahal,

I remember that sample Suit, a beautiful piece 🔥
Happy to hear you are enjoying the fast responses and thank you for your patience in the onboarding process and the handling of your location. Helps a lot to have that support from you.
Onwards and upwards 🚀


Frank | Customer Success Team

Reply from RJ MTM

Apr 4, 2023

Ruben, thats really kind, cheers.
Loving those multi-coloured hand-finishes on your recent Suits.
Pretty cool to hear about the strong fits right from the get go.
Really excited to seeing what comes next from you with your new labelling 😊

Frank | Customer Success Team

Reply from RJ MTM

Updated Apr 4, 2023

Hey Kevin, as I mentioned, your first order was smashing. Pretty much perfect right off the bat. Delighted to hear the platform is easy to use, that is exactly the logic behind the design, so great to see that is crossing over to you. Looking forward to supporting further on all your future orders 😊

Frank | Customer Success Team

Reply from RJ MTM

Updated Apr 4, 2023

Ísak, delighted to hear you guys are having a great experience. Glad we got the Icelandic characters sorted for your Monogramming, that is going to look pretty cool on your finished Suiting 😉

Frank | Customer Success Team

Reply from RJ MTM

Updated Apr 4, 2023

Hey Michael, Frank here from the Customer Success team.

Firstly, thanks so much for taking the time to leave such a detailed review.
We really appreciate the time taken to do that, as it will help other business owners like yourself get an authentic insight into the Customer Service and Professionalism that my colleagues and myself strive to offer.

I totally understand where you are coming from with the information point. I did see throughout the emails you were struggling to understand how the System Kit would be deployed for your soon-to-be created Menswear business. I can empathise with you here on this. I think its fair to add to this that a lot of your queries were industry-domain specific, which although vast in breadth, would mostly have been known by an existing Menswear business owner in the Menswear industry already. That being said, I have already parsed our emails and extracted all of the queries you've had and passed them to our web team, who have already updated our FAQ section on RJMTM.com, to more accurately reflect some key and excellent questions you raised during your onboarding. So thank you very much for that.

Finally, you can see the speed in response you get via emails. We take comms very seriously and try to respond to all emails in under 3-5 minutes flat. I think you can attest to this speed yourself. The period in question of which you highlighted was actually a National holiday - Chinese New Year.

The whole team were on holidays, including myself. I did try my best to be as responsive for you as I possibly could, and that probably resulted in a delay from 3-5 minutes to 24 hours response time. I apologise about this and will make sure that you don't have to wait longer than 24 hours again.

in emails we have had since you onboarded our System Kit, I have been monitoring average times of responses and ensuring they are made within a timely manner.

Excited to get started with you Michael and thanks once again for your time 👌

Frank | Customer Success Team

Reply from RJ MTM

Updated Apr 4, 2023

Thanks so much Avery, we really appreciate the feedback.
Can't wait to get started with you this yeah 🙌

Frank | Customer Success Team