Jos A. Bank — Local services in East Marlborough Township

I’d like to start by saying that I rarely post negative reviews—it takes a significant experience for me to feel compelled to share. Unfortunately, my experience at this particular Joseph A. Bank location left me with no other choice. That said, I do want to acknowledge that Julian was very helpful toward the end of this ordeal, and I truly appreciated his communication and effort to make things right.

I first visited this store in mid-March to select a tuxedo and get measured for my July wedding. My initial visit was disappointing—the employee assisting me appeared unprofessional, inattentive, and disinterested in understanding what I was looking for. I returned the following weekend and worked with an associate named Al, who helped me make some progress. He took my measurements, helped select a tux, and organized my group rental. I was told at that time that no payment was required until pickup.

By late June, I still had not received any communication from the store about my rental. Several of my groomsmen had already picked up their tuxes, so I called the store for an update. I was told my tux would likely arrive the week before the wedding.

That week came, and I still had not received any updates. After multiple calls, I was told on a Friday that my tux would be available to try on by Monday. When I arrived on Monday, I was informed that the tux had not yet arrived—despite being told otherwise. I was then told by the manager, Peter, that shipments typically only arrive on Tuesdays and Thursdays. Meanwhile, Al informed me that there was no record of my tuxedo being paid for or even shipped.

This was three days before my wedding.

Naturally, my fiancée was upset when I told her what had happened. With so many things to manage leading up to the big day, this was the last thing either of us expected. She called the store and spoke with Al, who assured her he would take care of it. When we returned to the store—where I was measured for the third time—we were told there had been a “system glitch” that caused the mix-up. Al also claimed I never paid for the tux, even though I was previously told payment wasn’t required until pickup.

As we spoke with Peter to get clarification, Al became visibly flustered by my fiancée’s questions and frustration. At one point, he interrupted her mid-sentence and said, “Didn’t I tell you I was handling it!?” I had to step in and ask him to remain professional. Peter, although polite and apologetic, did not intervene during this exchange nor offer much support in resolving the situation.

When we reordered the tux, Al said it would be sent with expedited shipping. However, the receipt showed a $40 expedited shipping fee—which we had to point out ourselves. Fortunately, the charge was removed, but it felt like yet another example of poor service.

With just three days left before my wedding and still no confirmation, I had to call the store again. Julian answered and initially said the tux would arrive the next day, but shortly after, he called back to confirm that it had arrived. I appreciated his professionalism and timely follow-up. After hearing about our experience, Joseph A. Bank ultimately decided to fully discount the rental, which we were grateful for.

If you’ve made it this far, I hope my experience gives you a realistic picture of the level of customer service you may encounter at this location. While things were eventually resolved, the process was unnecessarily stressful and chaotic—especially during what should have been an exciting time...

My fiancé and I went in Jos A. Banks on Sunday, April 17, 2016 to pick out tuxedos for him and the wedding party. We were not really sure what we wanted, so we were hoping to get some help and make a decision. The salesman came over and started helping us. Initially, I got an "eh" feeling when my fiancé suggested trying on the charcoal versus black jackets to see which color he favored. The salesman replied, "You don't need to try them on, that's why they're here on the manakins for you to see." We should have thanked him for his time and left right then; however, we decided to press forward. Regrettably, the salesman got up and helped 3 other customers during this time, leaving us sitting there clueless. I understand being busy and multitasking; however there were 2 other sales clerks on staff. The situation could have been handled much better if he had been more sincere in working with us from the beginning. I understand we are just renting tuxedos; however, we are renting 13 tuxedos from this company. While he left us to fit another customer for the third time, we walked out. My fiancé and I are probably two of the most laid back and easy going patrons; however, we are customers who are celebrating a marriage. You really disappointed Jos A. Banks and we will be taking our...

I'm not sure if the other reviewer went to a different store or something, but I have nothing but exceptional praise for the staff of this Joseph A. Bank in the Shoppes at Longwood Village shopping center. I came in one week before a big interview, chatted with the staff about what I wanted and what they might recommend. What I had in mind looked awful actually on me, but the suggestions from the staff (chiefly, the store manager, Chad) were SPOT ON. In a week, I was able to come in, select an outfit, have it fitted, see that it wasn't quite right, try a suggestion from store staff (again, big shout out to Chad, I would highly recommend asking for him), get it re-fitted, and have it all ready to go... in just that one week! The guys and gals at this store are some real super stars. Extremely friendly, polite, courteous, not one of the people who helped me ever left me to assist another customer during the process, and were all very helpful. I cannot say enough good things about this store. If you're skeptical because of the other review, I'd highly recommend giving them a chance and seeing how great the staff actually are for yourself. Again, store manager is Chad, I'd highly recommend asking...