Men's Wearhouse — Local services in Grafton

On 5/3/25, my husband and I went into the Grafton, WI. men's wearhouse location to decide what we wanted our wedding party to wear for our wedding. The salesman who helped us was not very personable or friendly, but was able to help us get everything figured out. Or so we thought. The Monday before our wedding (10/6/25), we got a call from a groomsman saying that they were not given a vest to go with their suit. We called the Grafton, WI. location to see if they knew why this groomsman was not sent with a vest. They told us that random members of the wedding party were written down to have vests, but not all of them. We discovered that one groomsman and one usher were the only people to be given a vest. That meant that both of our fathers, 3 groomsmen, and 1 usher were not given vests. The Grafton location could not give us an explanation (or apology) for their error. They told us that the missing vests would not only be shipped overnight to the Grafton location for Wednesday 10/8/25, but that each person's vest size would also be shipped to their home location for pick up as soon as possible. We verified more than once that the blue vests for the bridal party and gray vests for our fathers would all come on Wednesday. We were reassured that they would all arrive on Wednesday for pickup. On Wednesday 10/8/25, we called the Grafton location to confirm that the vests were ready for pick up. They told us that they were ready and able to be picked up. However, upon arrival to the store, only the blue groomsmen and blue ushers vests were ready for pickup. Our father's gray vests were not ready for pickup. When we questioned where gray vests for our fathers were, they told us that they would not arrive until Friday 10/10/25 (the day before our wedding). This was never communicated to us so we think that the gray vests were never ordered. We think that on Wednesday when we arrived to pick up the blue vests, they realized they had made yet another error and ordered them at that time. When we expressed our dissatisfaction for the way the entire situation had been handled up to that point, the manager said, "I don't know what else I can do" and "what else do you want me to do?". Both of these responses lacked an apology or understanding of the urgency of the situation. My husband asked for the district/regional manager's phone number so we could voice our complaints. He was told he was not allowed to give out their phone number. My father has been a regional director for numerous companies and told us that they absolutely would be allowed to give out their phone number especially due to the severity of the complaints. We were told that as soon as the gray vests arrived on Friday 10/10/25, they would call us so we could pick them up. Our rehearsal dinner was that night and we had a lot of other things to do in preparation for the wedding so we wanted to be made aware ASAP. We also wanted to make sure that the vests fit. On Friday 10/10/25, we never received a call that they were ready for pick up. We called around 10:30 AM and were told that the vests weren't there, but that there was one more delivery for the day around 12 PM and were told to call back after. We called back around 2 PM and were told they didn't have the vests ready for pick up. We were very concerned and reexplained that they were supposed to be delivered. After being on hold for a very long time, they told us that they were in fact delivered, but that they were probably still inside a delivery box that they had yet to open. This was concerning given the fact that we were supposed to be made aware ASAP of the delivery. We told them that we would be coming to the store within 10 min of the phone call so we expected the vests to be ready by then. The vests were ready for pick up when we arrived about 10 min later, however no apology was offered and we had to ask them to show us all of the vests before we left. They did not offer to open the bags and show us that they were the correct color...

If we could give negative stars we definitely would. Their service doesn't even warrant a 1 star. We would recommend to avoid Men's Wearhouse at all costs.

My husband and I used Men's Wearhouse in Grand Chute and Grafton. The communication amongst both was horrible, one store would tell us one thing and the other something different. Everyone was fitted/ordered prior to the deadline. The pick up time was 3 days prior to our wedding. Out of our 6 reservations, 5 suits didn’t fit and were stained in multiple spots. The bride's father's suit jacket was too large and had multiple large stains. The groom’s father’s suit did not fit at all and had to be completely reordered. The staff was not confident it would be here for our wedding. The staff at Grafton said they would hand deliver it on the wedding day by 11am, if it was available. Therefore he had to drive an hour to Grafton and back on the wedding day to pick up all of the reorders. 3 of the groomsman suits were either too small or too large and had to be reordered. With only 3 days to reorder, we were lucky the suits even made it on time for our wedding. And thankfully the groom's father ran to pick up the orders. After we returned the suits we brought up our concerns to the Grand Chute location with all of the issues that occurred. We were told that the day manager would speak with the location manager for a resolution and get back to us. A week passed so, we called the customer service line to see if there was an update, because the Grand Chute location wouldn't answer. They came to a resolution that all the reservations would get 50% off due to all of the issues and caused stress on our wedding day. We were told they would be issued in 2-5 days. 5 days passed and no one received their refund. Called again to see why the refund was not issued. Was told it was due to the way our wedding party paid and they said they would issue a check and mail it. 4 days passed and there is no check in the mail, called back to see what the hold up is and was told we should have them in hand already and nothing they can do on their end and it will be 21+ days for the checks because they were having issues on their end.

The communication amongst their so called customer service and stores/managers is horrendous. Nothing but lies and talking to different people that have no clue what is going on.

I'm assuming they are hoping we would just forget about all of the issues and the refund. Unfortunately, we would never recommend using Men’s Wearhouse for your wedding or prom. Or for any of your suit needs. Stay away from them unless you want unnecessary stress and...

One of the BEST customer service experiences I’ve ever had in my life! My son, in typical teenager fashion, told me he was planning on going to homecoming 5 days before the event. So being in a town that is smaller we do not have a lot of men’s formal attire available especially during homecoming/prom season. I’m a single mom and don’t know much about men’s formal wear so I decided to have him fitted for his first nicer suit since it is his senior year and he’ll likely need it more than once. I called the day before just in case an appointment was required and Ryan answered the phone. He said an appointment is not required but he was excited to meet me and would be willing to work with us personally to fit my son for his first suit. He had a warm and enthusiastic demeanor over the phone and that was a welcome surprise.

The next day we drove 40 minutes to the store and Ryan was there to meet us as promised. He got right to work and I appreciated that the appointment was personalized and went much quicker than I thought it would.

Then he really went the extra mile. Because my son is smaller in stature they didn’t have the exact pants he needed on hand, and because it was Wednesday and he needed the pants by Saturday (completely our fault!) Ryan figured out how to put pants on hold at a different store. He then DROVE TO A DIFFERENT STORE ON HIS DAY OFF to get us the pants that matched the set, drove back to the grafton location, and then did the whole exchange himself so all I had to do was come pick them up on Thursday. Absolutely unheard of… his customer service is simply unmatched!!! This on top of discounts, taking the time to set up my sons profile so he has his sizes stored in their system, helping us pick accessories, all within about a 35-40 minute visit. I left completely speechless in awe of how much effort he put into helping this teenage kid. I will be telling all my boy-mom friends to visit Ryan…he made a lasting impression and deserves all the credit. It is worth noting that all the other interactions we had with the additional staff were equally as pleasant with kind smiles, encouraging words, and professional...