Jos A. Bank — Local services in Durham

My sister and I had the worst experience with an employee at Jos A Bank. We came into the store looking for a suit jacket because our brother had just passed away suddenly. When we arrived at the store we came across a lady by the name of Mary. From the start she was very nonchalant and not welcoming at all. We started to leave the store, but we stumbled across a jacket we knew our little brother would've loved. Mary could tell we wasn't pleased with her attitude, so she tried to make nice after about 15 minutes in the store. We left without getting the jacket on that day because we needed to get measurements for our brother to ensure we got the right size and length jacket. Fast forward; on July 22th or July 23th my sister went back into the store after we got his measurements and spoke to the sweetest young lady by the name of Asia. My sister told Asia which jacket we wanted along with his measurements and asked Asia is we order this jacket will it be back by Aug 1st if it's expediated and Asia responded yes. Asia stated that the jacket would be back on Monday July 28th, so we proceeded to order the jacket. Monday came and I called to check to see if the jacket was at the store and gentleman answered the phone. Apparently, the store was busy, so Mary picks up the phone and asks me if she could help. I told Mary that a jacket was ordered on Tuesday or Wednesday and that I was told that it would be back on today (Monday) and if she could check to see if the jacket was there. Right off she started stating that the jacket was not there, and it takes 5-7 business days for any order to come in. After her rant of that, I simply told Mary what my sister and I was told and asked if she could just check. She told me to hold on and never came back to the line (very unprofessional). A gentleman called me to tell me that the jacket was indeed at the store and ready for pick up as Asis stated that it would be. I was so floored by Mary's response and her lack of empathy. She has no idea what people are going through, and her attitude was very disgusting. Now Asia on the other hand was very polite, empathetic and very understanding. Asia is the epitome of what customer service should be. Jos A Bank should definitely have their employees do some customer service courses. Shopping for your loved one that has passed away was not easy and Mary didn't make the situation any better. Asia thank you for servicing me and my family during this difficult time. We will never forget the services that you...

This has been the most unprofessional, stressful, and downright dishonest experience we have ever had with a Jos. A. Bank store. On July 20th, we ordered two custom suits from this location (out of seven total from Jos. A. Bank) for our wedding, with a guaranteed completion date of August 26th. That deadline came and went, and both my father and fiancé were called last minute and told it would be “just two more weeks.” They were told that two jackets needed to go out before their suits could be completed. That didn’t concern us at the time, as we had allowed plenty of time for delays.

On September 10th—less than four weeks before our wedding—they received an email stating the suits were finally ready. When they went to pick them up on September 14th, after nearly seven weeks of waiting (from start to “finish”), they discovered the truth: the suits hadn’t even been started. Only one of the jackets had been tailored, despite being told both were complete. Beyond that, not one stitch had been done. After weeks of reassurances, excuses, and delays, nothing else had been touched. They were then told the suits could be finished this week, but at that point, why would we trust yet another broken deadline?

**I’ll also add that they grew increasingly frustrated with the female associate, who seemed as if this wasn’t her problem and she didn’t have much interest in finding a resolution- we do not know her name, and she never shared it with us.

To make matters worse, this location only has one tailor, who is in-store just two days per week (as we were told). So even if they had decided to start earlier, there was never a realistic chance of meeting the original promised deadline.

After much frustration, the store manager finally called their sister store, Men’s Wearhouse in Cary, who, unlike Jos. A. Bank, managed to complete the work the same day. Meanwhile, this location wasted our time, our money (gas, multiple trips plus additional trip to Cary), and caused unnecessary stress just weeks before our wedding.

This experience has been nothing but missed deadlines, misinformation, and a complete lack of accountability. If you are considering this store for something as important as a wedding—or frankly, for anything at all—do yourself a favor:...

Absolutely terrible. Inept customer service, overpromised callbacks, incorrect order. Issues are a combination of the company and the location. Custom clothes are not custom…. Plain and simple

Long story short, went here to get fitted for a groomsman outfit. Gave the wedding party number and went in 4 months before the wedding. All we were getting were dress slacks, white shirt, and shoes.

During the fitting I was asked tons of questions about the shirt that should have all been on file with the wedding number (decisions, as a groomsman, were not my choices). As examples, for the short I was asked about collar, pocket, cuffs, embroidery. All of which were standard across the matching groomsman orders… for the pants, things like pleat, cuff and suspender buttons were questions. Again, as a groomsman these weren’t things I was picking out.

Well… the shirt never came. They never ordered it. When I got the call for the pants I asked about the shirt. They had no record of the plain white dress shirt order… and said they’d call back and never did… Went jn for a final fitting on the pants and was asked again about the pant cuff… again, I’m not picking these out for me. The final fitting was another example of the inefficient process here. I was already sized. Custom pants from J. Hilburn, Tom James, Indochino are complete, even if you go back for a final fitting. These still had to be hemmed and would require another trip. I asked about the missing dress shirt, again… and was told I’d get a call-back later that day.

They didn’t call back... I called back Friday and was told the person who did my order would be in later that day and call. They didn’t. Went in the following week to pick up the pants. Still nothing about the shirt and then more nonsense. At this point we were just inside the 2 week mark for the wedding and they were not going to be able to get my shirt. Had they just addressed this when I first asked, I would have had a shirt.

Final kicker here? Get to the wedding and 2 groomsman don’t have suspender buttons…. Because I trusted the rep to fill the order based on the wedding party number. I was the best man…. Can’t just have the wrong clothes. Complete trash…

Hope I never get roped in to another Jos...