Men's Wearhouse — Local services in Danbury

Was skeptical at first, due to the reviews here, but received excellent, outstanding, service and wanted to write more about my experience with Kenny Fairfax, and their tailor, to give them the credit they deserve

When I first walked in it bemused me to notice the apparent hesitation of the younger salesmen on the floor. Whether they were nervous, or hungover, or calculating their potential commission - I was (intentionally) wearing a flannel, work jeans, and worn work boots - I could not say, but they remained in outer-orbit.

Kenny, an exquisitely (not gaudily) dressed older gentleman with excellent dread locks, was the epitome of class, and stepped in to show them how it was done; he introduced himself and asked me if there was anything he could do, and to let me know if there was. He didn't hound or hover.

As I shopped I leaned on him for several questions, learning a great deal about newer trends and styles. Believing I was on a smaller budget, he cautioned me against buying items that seemed too niche, or redundant, and explained to me various differences, and scenarios, so that I would have a broader range of wear on a smaller price tag. I even left the store to price shop, and he, despite all of his hard work with seemingly nothing to show, sincerely wished me a wonderful day, offering legitimate suggestions of other competitor stores, and other MW locations where I may find exactly what I was looking for or better prices, and to come back at any time.

The other stores couldn't hold a candle to Kenny or the MW, not in selection, service, or class.

Upon returning to the store, he remembered me and welcomed me back by name, and we got down to business. I told him I needed 2 suits, 4 shirts, a new pair of shoes, and new belt, and maybe a tie or 2, to augment my wardrobe for a new position I had taken on, resulting in the wide eyed stares of the younger salesmen within earshot. Upon learning this he asked me various details about my current and new line of work, so he could gauge what I had vs what I did not have, and tailor what was appropriate for my line of work. It turned into a full blown consultation, complete with his (requested) input on the appropriateness of newer styles/fashions with which I was not aware, all while trying to get me the best value (despite learning about my larger budget).

Once again, he helped me pick out the ideal set of clothing for the largest variety matrix within my selections. For example, I wanted a particular pair of shoes, and he suggested another similar pair which would go with both suits I had selected, as opposed to one, and this was, of course, after previously advising me on the exact shade of each suit so they they would both fit my core needs, while satisfying separate potential needs. Rinse and repeat with shirt & tie selection. Even when I declined to heed his advice, he pressed on and then tailored or revised earlier suggestions. It was a collaborative process, and he was never pushy, but knew when, and how, to illustrate, his concerns, and why he was concerned, so that I could understand his motivations. It was excellent.

Once I had met my quota I was so pleased with the service, that I became rather carefree, and particularly intrigued by the clothing combinations and scenarios he had previously illustrated. I ended up leaving with 3 suits, 8 shirts, 8 ties, 2 pairs of shoes, 2 belts, and free alterations, all for under the higher end of my initial budget (which one can gauge based on my initial shopping list above)! He pulled every stop out to help me discount my costs, and then expedited the alterations from 2 weeks to 5 days to meet my time line.

It was truly an excellent experience, and, with this as my initial experience, he has made my a life long MW customer.

(I don't blame, nor mean to disparage, the younger salesmen, for their actions; in time they will learn that commissions and tips follow service, not the other way around, and with Kenny leading by example, I am sure it is a lesson they will...

I want to start off by saying its only a one star because I needed to choose one. I am the groom and I had 10 rentals for my wedding including myself. the measurement day went fine or so I thought. we were all told to pick up the tux two days before the wedding, which I thought was close to the wedding with no time to get anything fixed if need be. the day of the measurements I showed the guys a picture of a set of pants that I did not want mine to look like. the guys laughed and said don't worry the pants don't come like that. I also asked if they had slim fit they said yea but we decide depending on the persons sizeno problem. the day comes to pick up the tuxs and everything was wrong. My tux was exactly how the. picture I had showed them that I didn't want. My pants were like ballons everything was exactly the way I didn't want it. I did not take the tux and the customer service was terrible.They kept offering to give me my rental for free, which it was already free. Then they tell me that they don't make the size I need in slim fit as rental. The store left the young kid to try to do everything himself while the manager or whoever he was was just standing at the front of the store. after I didn't take the tux I went to JOS A. BANK and was treated with the respect that everyone should be getting. three other people tried on there tux, one being the brides dad. and of course another mess up. they measured wrong on the vest and it did not fit him. they told him that he would possibly have to change his color because again being only two days away from the wedding they might not have had time to get another size. he then had to go on Friday the day of the wedding at 10 o clock to pick up his vest, when he had to be at the church by 1. ok we thought everything was ok then, but again we were wrong, my cousin came in from florida and his tux too was messed up. his shirt arms were to short, so again the day of the wedding he was late for grooms men photos because he had to go at 10 o clock to find a new shirt for himself. then my other cousin in my wedding party puts his vest on and its to big and we notice while taking photos that he had a completely different jacket then the rest of the groomsmen. like how do you mess that up. he was embaressed to be in the photos because he thought he was messing them up by not matching. this was the worse experience I've ever had anywhere I have been before. and I would never shop at a men's warehouse again. Definitely better of just going...

TL; DR I go to MW very regularly. All I can say is their service is spotty at best. Flip a coin before going in. Heads: it's your day. Tails: all bets are off.

Now for the longer version. To set the base line for how I evaluate service here are 2 recent experiences: A local pizza shop delivers a wrong pizza and when pointed out, they sincerely apologize and tried to mend their mistake. (Money spent $25+) In our town there is a local movie theater which specifically employs people with disabilities. Last week when I was there, the girl at the counter was struggling to print my tickets. She profusely apologized for the delay even though there was no one waiting behind me nor was I in any hurry. We waited patiently for her to figure it out. ($26+)

Now at MW, the recent order was for over $500. One of the pants was not on stock for my size so they placed special order as far as I know. Another pant in the order was also given for alteration. 2 weeks later when I go for picking up there was only one pant and no one in the store seemed to know anything about the other pant. After much commotion they checked the transactions and figured that it was probably a special order. They promised to call me back when the associate who helped me earlier is back at work the next day.

Four days later.... No one called yet. So I went back to the store to find the original associate who helped me earlier. It looked like no one left a memo for this person that I was there to collect my pants couple of days ago. Anyway this person quickly typed on his computer and let me know the special order did not go though. Whatever the Fudge that was supposed to mean to me. At this point I asked them to cancel that order.

I would not have cared if they just apologized and tried to fix it promptly. Oh, I forgot to mention not a person there apologized for this mix up.

Whatever happened to the "..., I Guarantee...