Jos A. Bank — Local services in Atlanta

I am writing to formally lodge a complaint regarding the unprofessional conduct I experienced over the phone with your store associate, Sundae, at the Buckhead, Atlanta, GA location. This is my third consecutive year working with Jos. A. Bank to provide tuxedos for my school’s Royal Coronation. In previous years, under the leadership of Tiffany (former store manager), the process was seamless. She would arrange for a representative to visit our school, fit the students, and allow me to handle payment and pickup directly through the store.

Unfortunately, my experiences with Sundae have been consistently negative. Last year, when some students requested slim-fit tuxedo pants, Sundae informed me—in a dismissive and demeaning tone—that she “could not and would not” provide slim-fit pants simply because students wanted them, insisting they had to wear their men’s sizes and that the store did not alter pants. Her delivery was unnecessarily rude and condescending. When I raised the matter with Tiffany, she was able to resolve the issue.

This year, when attempting to coordinate fittings, I was again met with the same unprofessional tone and attitude. Sundae stated she would contact the regional manager for approval but went on to suggest that I be “cut out as the middle person” and that the store should work directly with the parents. As the Homecoming Committee Chair, I found this suggestion both inappropriate and dismissive of my role. I explained that many parents are not as readily available or able for fittings, which is why the in-school fitting arrangement has worked so well in the past. Rather than working toward a solution, Sundae spoke to me in a manner that made me feel my business was neither valued nor welcome.

I fully understand that policies and procedures may change; however, what I cannot accept is being spoken to in a rude, condescending, and unhelpful manner. Customer service should be professional, respectful, and solution-oriented. The level of service I received fell far short of the standards I have come to expect from Jos. A. Bank and certainly from a company that has benefited from my school’s...

This place is amazing !!! Sundae, Tommy, and Xavius (although today was his first day he did a great job) did an exceptional job. When I walked in I was greeted right away, and although I had to wait I was rest assured that I would be helped soon.

Let me say that Tommy is great, as long as he is the Assistant manager of the Buckhead location, I will be a customer. He helped me find a suit for me AND save money while doing so. This was first time buying a suit so I was a fish out of water—however I trusted Tommy’s word and his vision and if he told me that the suit looked good, I went with it. Tommy has excellent customer service skills, he listened to my concerns and helped me save money. Tommy will be one of the reasons why I would come back.

Now Sundae! She did a great job assisting me with my order (I had the dream team) being 6’3 with a long wingspan comes with challenges (finding sleeves that’s long enough). Sundae is knowledgeable, has a quirky sense of humor, but more importantly, she listens and comes up with on the spot ideas to resolve challenges. Sundae did a great job. She will be the second reason I come back to this location.

And lastly Xavius, although today was his first day (and he was being trained) I put him on the spot several times when it comes to my shoes and tie. I could not tell that it was his first day, he was knowledgeable, knew what he was doing, and he was a very quick learner. He will not be needing to be trained for too long, give him a week and he’ll be able to assist customers from start to finish (it may take more than a week but he knows his stuff) he did a great job !

If you’re going to spend money, go somewhere that makes you feel celebrated and welcome. At this location,...

I have been a loyal Jos. A Bank customer for over 25 years and was very disappointed with the service I received today. I purchased a tuxedo last week and they had to ship me the pants which were out of stock. The store manager who helped us said I could stop by with the pants and they probably could have them shortened for me while I wait. He did not say anything about an extra $10 charge for that service.

Today I arrived at the store at 10AM when they were supposed to open. The door was locked and after waiting 10 minutes I called the store and someone came to open it. That delay prevented me from waiting for the pants. The sales clerk charged me for a rush service because that is their policy if you want tailoring in less than 4 days. I explained the situation to the manager (not the same one who helped me previously) and was unwilling to waive the extra charge. When she said I had cut her off mid-sentence, I apologized and let her finish what she had to stay, which were excuses for why they didn't open the door and why they had to charge me the extra fee. Having spent thousands of dollars with them over the years, they lost a customer...