Men's Wearhouse — Local services in Charlottesville

When I entered with my friends, I had gone up to one of the associates, and asked if I could be helped with what matches with what and general advice as to color palate. She had mentioned that we needed an appointment for a consult, which was fair. So we had left and gotten a consult at an unrelated store about what we needed/wanted. After a few hours we had come back with exactly what I needed in terms of color for the tie, shoes, undershirt, coat, etc.

Even had all of my measurements written down for them. I walked up to a young female associate at the desk and asked her if she could help facilitate a rental for my upcoming wedding. She said no we needed an appointment. With us four I could understand so I had asked how about we just get myself squared away, had the colors and measurements and she refused telling me I need an appointment. I told her I work a very unconventional schedule and I cannot easily make an appointment to fit every weekend or the weekends of my friends. I had asked her what if I was a random person and this wasn't for my wedding, would I need an appointment then and she mentioned it wouldn't be with the wedding guarantee. My wedding is not until late July, it's not particularly soon. It appears like I was being punished for wanting to get a suit for my wedding, having to jump through hoops to get an appointment when someone could have been seen that day for any other event. She mentioned it was because of staffing but we counted at least 4 staff (thinking there was a 5th but wasn't entirely sure, also two of them were just chit-chatting with each other) and that staffing issues was unique to this store. She even suggested we go to a competitor. It was clear that she did not want to help with service and I wasn't going to force anyone to assist me, we decided to leave. We had gone out of our way to drive to this location specifically because a friend had mentioned the excellent customer service.

Normally I would chalk everything up to possibly that this is the way things are done and I have should have made an appointment. Until I went to the Winchester location (where I live). I had walked in there without an appointment and a lady had greeted me. I explained I needed a rental for my wedding and I have all my measurements and know what colors I wanted. She asked if I had a wedding number and I said no, I was just shopping for me and that my groomsmen are all getting their stuff on their own. She said no problem and to follow her. Not only did she create the order online she took me to a table so I could see all the different color options (like shades of the same color). She even gave suggestions as to the different shades of pink I could use for my tie. I let her know my measurements but she said not to worry she will take my measurements herself, she did not rush at all. She then had me try on a demo suit to make sure the sizes fit right. I had my rental order done and completed the same day. She answered all my questions explaining how things worked.

Now, one would think maybe that the Winchester location was better staffed or has less foot traffic, you'd be wrong. There was the same amount of customers and a grand total of TWO staff, including the lady that was helping me. She did not rush at all and was very helpful. After these two experiences it was clear the Charlottesville location was giving me the shove off and the excuse at staffing was just that, an excuse.

*UPDATE After submitting a complaint that matched this review the manager had reached out and in order to make amends, offered a 30% refund for my purchase in the Winchester location. I had not sought it out but she had done it anyways. There seems to be a disconnect between what officially they can do and what staff says they can do. Hopefully they can share this with their staff members. Giving it an extra star but it was a huge hassle all...

Terrible experience. Went in to get fitted for a suit for my buddy’s wedding and decided I would buy a new pair of shoes while I was there. The guy helping me was nice! He was patient with me while I looked at several different options and ran to the back to check on those for me to see if they had my size. I found a pair of Cole Haan’s that I liked and said I would take them. I asked him to take my old shoes for me and throw them away so I could wear my new shoes out and back to work, which he did for me. We go up to the counter, he gave me my total and I paid and left. I get a call about 20 mins after I got back to work, and it was my guy who helped me out. He informed me that he forgot to charge me for the shoes. I said, no worries, I can give you my card over the phone and pay for them. Unfortunately, it is against their policy to take payment over the phone. I asked him to check with the manager and see if they could make an exception and was placed on a brief hold. He comes back and tells me that the answer was still no, and asked politely if I could come back to the store to pay for them now (the guy was super nice). I told him that my time spent for personal things for the day was spent, and I had meetings and clients to assist for the remainder of the day at my place of work. I asked to speak with the manager, and the manager immediately accused me of STEALING shoes from “his” store. I laughed, as I couldn’t believe I was being accused of stealing a pair of shoes. Needless to say, I called corporate and spoke with them about the situation and they apologized profusely, and asked when I could return to pay for the shoes within my schedule. Poor policy not allowing your clients to pay for things over the phone. What if I lived out of state and was on my way home? You expect me to come back to pay for a pair of shoes in person? Especially after being accused of STEALING. I went back and told them to keep the shoes. I’ll buy all my suits, shirts, shoes ect. From somewhere else. I’ll also add, that I wear a suit EVERYDAY for work and have spent THOUSANDS of dollars on clothes and shoes over the last decade. You guys treat every customer this way? I advise you get a new manager, first and foremost. I can imagine you record phone calls for quality purposes (if you’re the GM of this store, please review it and get rid of that employee who is costing you business). I would never allow any of my sales representatives to conduct themselves in such a way. Never coming back to a Men’s Warehouse again...

I went in two weeks ago and the place was very busy with only one staff member. Needless to say he couldn't keep up. I picked out 4 blazers of which they didn't have in my size. It took some time to get help but I was able to place an order for the items. I paid over $1,000 in cash. He said it should be about 3 to 5 days. I called last week and they said they should be in by today (thursday) but I did not receive a call. I called today and a lady picked up... a few words in she said that she had to place me on hold. 15 min later I called back several times. She picks up and said she was the only one there. I tried to explain my situation but she was so busy she put me on hold again. I have been on hold once again for another 15 minutes and decided to write this. I blame mens wearhouse. How can they expect one person to handle such a busy store. I have spent many thousands with them over the years in other stores, this is the worst situation with staffing by far. I am seriously considering getting a refund for everything I just ordered and never shopping at any of their stores again. Still on hold... 20 min......