Incognito Menswear & Tux Shop — Attraction in Town of Penfield

I cannot overstate what an unpleasant experience I have had in dealing with Incognito Menswear in Penfield.

I went to them in January to purchase a tweed sportcoat to wear in my wedding. I dealt with a nice guy named Stefano who told me the jacket I liked could be ordered and arrive within a week or so, but he'd have to speak to the owner to fulfill the order. I was told to expect a call back the following Monday, which would have been 2-3 days.

After not hearing from the store for five WEEKS, I went back. I explained the situation and was told Stefano had recently quit and my request must have fallen through the cracks. Clearly they are not on top of handling the accounts of outgoing staff. I also found that the jacket I liked was no longer being produced and would have to order from the new catalogue for nearly double the price. Stefano had also previously made an offer to discount a dress shirt and tie for the occasion. No such offer was made during the second visit.

I wound up ordering a jacket and was told it would arrive in 8-10 days. Perfect.

I called after about 9 days to see if I had been overlooked yet again. The owner told me he'd call back in a few minutes after checking the shipment that had just arrived. Two hours later I recieved a callback that went to voicemail. I was told it had not arrived yet and that I would be called when it arrived.

I still had not received a call at the 14 day mark, nor the 15. I called again and was told the jacket was still not in and was told they'd call when it arrived. The employee who was speaking to me then asked if I hadn't gotten the voicemail the owner left. The tone of the question as it came across to me was, stop bugging us, we said we'll call you.

This part of the process went on for a total of about five and a half weeks. At one point, I told the owner to cancel the order. It was only then that the owner offered to get a tracking number for the order. The question I was too polite to ask, is why only now, when I am threatening to cancel my order, are you making the offer to track the shipment? I was still on the verge of canceling, but was promised I would know when the jacket would arrive by the end of the night. I relented and allowed the order to go through.

The jacket finally arrived, and it was very nice. I paid for it and left.

This weekend I found one I liked a lot more for a fraction of the cost. I purchased it. I decided to return the other coat to Incognito. It was at this point I looked at their receipt. It said I had ten days to return the $259 jacket. For store credit. The store had no return policy posted at their registers as required by New York State law (a law I am aware of due to my 10+ years of retail experience, much of that being in charge of things like compliance with NYS pricing and safety laws), so the reciept, which I only recieved AFTER the store had my money, was my first notification of the policy.

I went in today to do the return and was told I could get store credit per the reciept. I pointed out that the store did not have the policy posted and did not feel it was fair to be held to a policy I had no prior knowledge of. The person I was speaking with said she'd speak to the owner. I heard him from upstairs speaking rather agitatedly and he came downstairs and said, "so after all that, you don't want the jacket?" I said, politely, no I'd found another that would work better.

He tried pointing out the return policy on my receipt at which point I said, again, in a calm and even manner, your return policy is not posted, so I could not have known this. He interrupted and snatched the jacket from me and said, "Gimme your card, I'll give your money back." I did and he processed the refund. I said thank you, to which he did not respond. I left.

So the TL;DR version: Store messed up multiple times. I point out that they do not have their return policy posted in direct violation of NYS law and get treated like I'm the jerk.

My recommendation would certainly be not to shop at Incognito Menswear if you...

Very long, but honest review…absolutely ready before giving this place business. My friend recently got married and chose Incognito for the suits. Rental was $400 to rent or $500 to buy, so I planned on purchasing…and if all went well, possibly purchasing another suit or two for other events coming up. Needless to say, that will not be happening. And I hate to leave a negative review on a local business, but after my final interaction with them it feels warranted. I’m going to break down my experience by customer service and quality of work.

Costumer Service: Let’s start with the first two fittings. Made appointments for both and was still there almost two hours both times. It was during prom season, which I learned brings them a lot of business. That’s fine, but don’t leave people waiting around with appointments while you prioritize walk-ins. They need to be better about scheduling/time management in general. Letting that slide, I did not feel heard at all during the fittings. Asked for certain things done to the suit, they weren’t the next time I came in. The guy I worked with flat out said they couldn’t do anything more with the suit (not true as I’ve since taken it to my own tailor who fixed all the issues). They also didn’t notify me until I came in for my first fitting with the suit, they had to order pants multiple sizes larger than my actual size so the fit of the pant was extremely thrown off. The final straw was picking up my pants one last time after the wedding (as I needed to bring them back again to be corrected), and hearing the guy I worked with making a snarky comment to another employee that, “oh this guy’s back again”. Trust me, I would have much rather not have wasted my time.

Quality: Let’s be clear, at this price point you’re not getting the best of the best…but it should still be better than buying off the rack. The finished suits weren’t ready until 2 days before the wedding because they were so busy. I picked it up the day before, and thankfully tried it on one more time that night because I ended up popping a seam. Myself and another member of the party had to bring our pants back the morning of the wedding to get additional work done. They did a quick fix and asked me to bring my pants back after the wedding and they would do a more thorough job. I did so, picked them up a few weeks later and they completely let out the hem and left it unfinished while sending me on my way. I was completely over this place by this point and took everything to my own tailor to correct, as I cannot wear the pants as is.

Additional details: The other members of the wedding party most likely won’t come forward to express their concerns so I will speak on their behalf. We had one person who was given an ivory shirt when everyone else was wearing white. One of the groomsmen had their rear vent flap seam completely come undone… luckily, we were able to safety pin it together. Our friend from Connecticut did not like the tailoring of his pants and requested a little more taper which they weren’t willing to do and had stated to him “your pants are already tapered”. I believe there was also a comment made to another groomsman about how “you aren’t walking the streets of Milan” when questioning the overall fit of the suit. When it comes to a local business that seems to have a very good reputation amongst the community, I really expected better customer service. This is MY personal experience… YMMV, but this is just a PSA to those who are considering using this shop for their next...

I scheduled an appointment at Incognito to purchase a suit for my wedding. When we arrived for the appointment they were swamped with walk-ins for prom season, us being understanding we gave them some leeway. The initial visit took almost 3 hours after we had been ignored multiple times for walk-in customers. Alas it ended with us leaving with a suit on order, measurements taken for tailoring a delivery date in mind. When the delivery date came, a final fitting appointment was made and this is where it became a bad experience.

I was at almost a month to my wedding at this time, for reference. We had an appointment scheduled and, again felt as though we were being ignored for walk-in customers. After I tried my suit on, I looked in the mirror noticed a few flaws. I noticed that my suit was rather large for me and appears as though it hadn't been tailored at all, in fact, I was "swimming" in the suit. There were many stray threads from the seams. Even more, the sleeves were cut unevenly. We asked the salesman taking care of us to remove the stray threads. He attempted to remove them with dull scissors. He had to be offered, by us, a pair of sharp nail scissors numerous times to finish cutting the thread. Only, at this point, he had already pulled the thread completely free from the seam.

The salesman became extremely flustered with our situation as if he didn't know how to handle it and took off to speak with a superior. When he returned he offered to have the suit re-tailored and fixed, another suit slightly pricier for the same price, or our money back. He also tried to feed us a line on how "all suits come with flaws even if they are VERY expensive suits..". 😅

We decided to mull over our choices and decide over lunch.

We sought a suit from another reputable shop in the meantime and, although it was a tad more expensive, decided we couldn't trust incognito any longer to provide a decent product.

When we returned to Incognito to tell them our news, we were greeted by the same salesman that helped not but 2 hours previously. As we walked in the door he acted as if he had never seen us before and then it hit him who we were and why we were there. We were cordial about our decision to shop elsewhere and kindly asked for a refund. Incognito graciously obliged and returned my money. This was the best part of the whole experience, sadly.

Since these events took place, I have not and will never recommend ANYONE to purchase a suit from them. There are other shops around town who will treat you how you should be when you are preparing for a day such as your wedding.

The second star was given for the review due to how promptly they held to their word and returned my money.

A fair warning to all who choose to browse their selection at...