Jos A. Bank — Local services in Dedham

Dedham store seems to be seriously lacking in efficiency and customer service skills. I ordered something online to be delivered to my home but it was delivered to another address by mistake. Customer service offered to replace the item and I requested to pick it up at the Dedham store to avoid it being delivered to the wrong home again. I called the store to confirm it had arrived and spoke to a rep named Heather who could not locate the item. She said she would contact her customer service center to try to track the order and would call me back. When she called me back she apologized stating the rep she spoke with had no record of my call or the order being placed to the store and said the service center rep seemed confused and aggravated. She apologized and told me to call customer service to see if I could get in contact with another agent to re-submit the request while apologizing for the inconvenience. I hung up about to call customer service and thankfully thought to check my messages and realized a colleague named Sunny from the store called me the day prior to let me know the order was ready to be picked up…I called the store back and spoke with the same colleague again telling her the order was there which she did end up locating and apologized for the inconvenience once again saying it was in a different place in the store. I told her it was fine and that I would be by after work to pick up the item. When arriving to the store the man behind the counter, an older gentleman who I assume is the store manager, greeted me as I walked in. I told him I had spoken to a colleague name Heather regarding an item to be picked up and he told me he was aware of the situation and that she “saw me coming” and went in back to get it. He went into the back to look for the order then came back stating she had left it up front at the register for me. I thanked him for the help and told him I chose to get this gift through Jos A Bank because my employee used to work for them and recommended it to me as his mother was also a manager of a store at one point. At this point you would have expected his service skills to shine through given the poor experience up until this point but his demeanor seemed to be very stand-offish, didn’t thank me for coming in or apologize for any of the inconvenience. Instead when I was about to exit he called after me asking for my phone number just incase for the transaction, which I went back and gave to him. Overall, just not an impressive experience and where the colleague may have made an innocent mistake initially the manager certainly didn’t make up for any of it with his...

Let me start off by saying that I am very happy that another place didn’t treat me well in June. After that experience I came to this JOS A BANK location and they were very busy when we arrived. We explained what had happened to us and Manny the Manager said well that won’t happen here. He treated us with the BEST customer service you could expect and oh, by the way, he was training two people at the same time. I was impressed how he kept his composure and was so cool and never missed a beat.

I could tell he is going to keep climbing the ladder and his attitude is everything that you would want someone to have. No matter what we through at him, he had an answer for it. I have been back a few times since and he is just superb to deal with.

He said not to worry about anything and he had our backs on the tuxedos. You can’t find good customer service in many stores today and Manny is head and shoulders above the competition. He is helpful in so many ways and I hope the company appreciates all his efforts because they have a great employee in Manny.

Today, I needed to get my trousers lengthened and the tailor was also fantastic and had it done in 10 minutes which I did not expect. I thought I would need to come back tomorrow and that was not the case. I am telling you to check out this location and Manny will have your back too. He won’t let you down!!!

Thank you Manny for everything and...

I don't usually write reviews but I have to make an exception for Manna the manager manning this store. He showed great expertise and competence by ensuring I'd look fitted at the event. While I sadly have to say the material I received felt very cheap and has definitely declined in quality since the last time I chose to rent with Jos A. Bank years ago, Manna upheld the service standard. A less experienced employee took my measurements without supervision and nearly sent me out the door at closing with a super baggy jacket size. Manna intervened after one look, and kindly advised his employee on measurement tips, while taking them again himself. The store didn't have his newly measured size in inventory, so he put in a rush order and asked me to trust that the new jacket would fit. It was very unprofessional that a suit store's protocol is to move sizes offsite to a warehouse. Their long delivery lead time ate up any runway to tailor or re-order the fit if it was off for a second time. This outcome would have disastrously scrambled my travel. However, Manna's confidence was well placed. When I picked up the rental everything fit together like a jigsaw and it looked great, thanks to his vigilance and instinct.

So beware renting from Jos A. Bank these days, but if you do, come to this one and...