Men's Wearhouse

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CLOSED NOW - Opens at 10:00am

I recently purchased a suit from this location and, when I went to pick it up, had a most unsatisfactory experience. After trying the suit on, I found a few things I wasn’t too happy with: the pants were longer and baggier than I was hoping, the jacket and sleeves were a bit too long, and, the kicker, the shoulders didn’t fit properly anymore. I told the salespeople about my concerns and asked what it would cost to alter it again. Recap time. I was a paying customer that was entirely willing to give Men’s Wearhouse more money for a better fitting suit. Sounds like a win-win, right? Apparently not. The salespeople told me that they would not do what I wanted because “the suit fit [me] perfectly, my man” and “nobody does that.” When I pointed out that a more fitted suit with a short break is actually the modern style, one salesman told me I was wrong and the other condescendingly replied, “Oh, you want that GQ look.” He proceeded to tell me that the only way to get slim fitting clothing is to pay large quantities of money for it, implying that I was either unwilling or incapable of paying such a price. First of all, the perfectly fitting pair of trousers I bought at Kohls for $20 would disagree; secondly, the first rule of customer service is that the customer is always right. Now, I’m not one to scream at salespeople or customer service representatives until I get what I want (I’ve been in their position; I want to make their jobs easier), but to have two employees tell me, a paying customer, that my fashion choices are wrong is completely unacceptable. Since they were unwilling to cooperate with me, I said I would like to return the suit or at least exchange it for one that they would alter to my specifications. As I expected, they would not do this either because the clothing had been altered. Online, their return policy states that “returns/exchanges on altered or worn clothing are subject to store management’s sole discretion.” This is not printed on the receipt and not explained at the time of purchase. Neither salesperson identified himself as management and neither made any effort to let me talk to a manager. I have worked in sales and I know it does not have to be a zero-sum game; both sides can get what they want. Overall, this is possibly the worst customer service experience I have ever had; the employees at this location are unknowledgeable, unhelpful, and, in hindsight, pretty rude.



I apologize for the essay. Here’s the tl;dr version: If you absolutely must shop at Men’s Wearhouse, go to a different location. They have stores all over the place and I can’t imagine they are all as bad as this one.