DXL Big + Tall — Local services in Franklin

I found online a I wanted and ordered the sweater from the DXL store in Franklin, TN. The website stated the item was available at the store when I ordered it at 12:23pm, and that if I ordered before 2pm, the order should be ready for pick-up the same day as purchase. My daughter offered to swing by the store to pick up my order. So at 2:30pm I called the store to verify if the order was complete, in that I still had not received an email confirmation. However no one answered the phone so I had to leave a message. At 2:47pm I once again called the store in effort to reach someone about my order. At this time I spoke with "Cat" who stated that she did not have the order, but then Cat asked me to wait for her to check. After a bout 5 minutes Cat came back to the phone and asked if I could call her back in 10 minutes because she had just checked her email and saw the order. I told Cat that my daughter was coming by the store to pick up my order, and my daughter would just locate the sweater if Cat still did not have it ready for pick up. Incredibly, Cat then stated, "Oh, okay then. A win, win." At around 4pm my daughter arrived at the store and was told that the sweater I ordered, the same "peacoat" blue sweater that was shown online to be available was, in actuality, NOT available. Knowing just how depleted of merchandise the DXL store where I usually shop is in Madison, TN, I had told my daughter that IF the Franklin store also does NOT have the blue sweater in my size, then the website shows it is available in black and, hopefully, in my size. So, OK, the order wasn't ready. So, the sales associate does not know if there's an order to be filled. So the associate doesn't have time to fill the order. Well, maybe I can understand these things. But to also not even have the item I had ordered, and then to have all the retail stores within 100 miles in my location not have in stock a vast majority of items listed on the DXL website ... what is wrong with DXL? Is the company closing its doors? With such a low volume of inventory available, it seems to me an ideal time to reconcile inventory to reflect what is, and is not, in stock.

Nevertheless, Kiki, where I typically shop at the store in Madison, TN, is always most helpful, cheerful, and courteous. And even when this store, too, is in dire need of merchandise....

The products are good quality, but the sales staff are WAY too aggressive. I have had this experience several times but the most recent I had was at the Franklin TN location. The sales person, Christy I believe, asked if I needed help and greeted me which was nice. I said no thanks I was going to browse. She continued to follow me around the store, constantly (every 3-5minutes) asking if I needed help or asking if she could start a fitting room for me or pick out some things for me to try. This entire time I'm explaining that I didn't need assistance and simply wanted to look myself. Each time I'd tell her this she seemed to get more aggravated. Finally I got frustrated and decided to leave. I had picked out a belt and put it back because I was ready to just leave at that point. She then caught me at the door and asked me why I put the belt back. I made an excuse and left. DXL, I understand sales staff make commission on purchases. However, they are either not making enough hourly and are desperate or are trained to be too aggressive. This ruins the customer experience. I have spent $1000s at DXL but after these experiences I am not sure...

Wish I could rate the service here, but unfortunately they can't keep their posted hours, so I'll never know. This is the second time this week that I've tried to visit only to find the doors locked. First, they started closing an hour early, but instead of changing their posted hours online, someone very sloppily sharpied over the sign on the door. Come back today, and they're out to lunch! They are only open 8 hours all day today, and they need a group lunch break? Ridiculous. Order delivery. Pack a lunch. Clearly they aren't worried about sales or service. Fought through Cool Springs traffic twice just to have my...