I was married back in June of 2010, but just discovered this website, so I'm only complaining now. Men's Wearhouse was, without a doubt, the worst customer service experience I have ever had. I am jaw-dropped that they have the chutzpah to keep their slogan as "You'll like the way you look, I guarantee it." But let's start from the beginning.
I was ordering my tuxedo and my six groomsmen. Though there were other tuxedo shops in our area, we chose Men's Wearhouse because my best man was coming from a different state, and we wanted to be sure that he could be sized properly. When I went in to get sized, they only took measure of my arm and chest. They asked me what pants size I wore, but didn't measure inseam or anything of the sort. The so-called wedding specialist knew virtually nothing about what they had to offer. As a matter of fact, her only skill seemed to be opening a book. Needless to say, the colors in the book didn't really match the samples they had on site, so we had to change our colors last minute. We ordered the second tier of tuxedo, two wing collared shirts each (so we didn't sweat through), European style ties, vests, shoes, and cuff-links.
Flash forward a couple of months until three days before the wedding. Me, my best man, and two of my groomsmen went to the store to pick up our suits. The first thing we noticed was that the ties were sown into knot, and had a clasp on the side. Since we got the wing collars, the clasp was glaringly obvious, sitting on the left-front of the collar area. When I complained about this, the staff tried to claim that this was my fault for choosing wing collars with European ties. At first, I argued that they hadn't told me that those shirts wouldn't belong with those ties, but upon second thought, I went to the book that the woman showed me, and lo and behold, there were multiple pictures of men wearing European ties with wing collar shirts. Many of them showed the left side of the collar, and there were no clasps to be seen.
Needless to say, if this were the only problem, I wouldn't be writing here. As we continued to try on our suits, we realized that all of the shirts were the wrong sizes. My best man's shirt was reminiscent of the Puffy Shirt from Seinfeld, while my other groomsman's shirt wouldn't even button. Again, when we complained about this, the staff tried to tell us that things were supposed to be that way, since we were "renting tuxedos" and thus shouldn't expect them to fit properly. As we got progressively angrier, we decided to talk to the manager of the store, who took a similar line as his staff, that we, the customers, were wrong for getting the wrong sized clothing. Finally, we managed to get them to send the suits back to the warehouse to get us clothes that fit.
Later, another of my groomsmen went to the shop, and got pants that were (I'm not kidding) ten sizes too big. He wears a size 36, and they gave him size 46. Their response was that he should just wear suspenders, which made him look like MC Hammer. Needless to say, he returned his suit as well.
Since it was so close to the wedding, we received the new suits the day before the wedding. When we opened the packages, we found that the shirts STILL DIDN'T FIT! In addition, they hadn't given us the extra shirts that we paid for, and even worse, some of the new shirts were wing collared and some were classic collared! One of my groomsmen literally couldn't fit into his shirt (which had the wrong collar anyway). Still, the staff at the store refused to accept that they had done anything wrong.
Now's when things got real. As I went into the dressing room to try on the tux (which didn't fit), the salesman began bad-mouthing me to my fiance! Hilariously, he did this right next to the dressing room, which had a slatted door, so I could hear everything he was saying! At that point, I lost my temper, and busted out of the dressing room to yell at him. He insisted that they had done their job right, despite all of the sizing problems. When I pointed out that they had given one of my groomsmen pants that were ten sizes too big, he argued that actually, that groomsman was wrong about his pants size, and actually wore a 38, not a 36. When I pointed out that they had gotten him size 46 pants, he pointed out that the size 46 reduces down to a 43. They still missed by 5 sizes! Not only that, but that groomsman had sent back the pants, but received literally the same pants in return! He had to go to my wedding in pants that were 10 sizes too big!
Oh, but this is not over yet! Ultimately, we had to find regular dress shirts for each of the groomsmen, so they could have shirts that fit. My vest barely covered my chest, and my groomsmen looked shabby. Throughout the entire experience, not a single staff member admitted that they had done anything less than a stellar job.
After the wedding, we were obviously furious. We contacted the staff there, demanding a refund for our suits. Considering their motto is that they guarantee you'll like the way you look, it was a bit surprising that they totally refused to give us refunds. Ultimately, the best we could get was $40 for each of the groomsmen (on a $120 rental), and nothing for me, the groom.
So, lets recap. All that Mens Wearhouse had to do was size us and send out to a giant warehouse for the suits. They failed miserably at this, providing us with clothing that didn't fit, and a horrible customer service experience. Not only that, they misrepresented themselves multiple times, be it the colors that didn't match their website, the ties that didn't match their catalogue, or their promise to guarantee your appearance.
Never, ever, ever, EVER go to this Mens Wearhouse. And to be fair, my best man got his sizings in Pittsburgh, so it seems to be a national problem.
The complaint has been investigated and resolved to the customer’s satisfaction.