Jos A. Bank — Local services in Grand Rapids

My fiancé and I, along with his 5 groomsmen went to the Grand Rapids store this past Saturday to purchase suits for our wedding. And the customer service we received was horrible.

I had booked the appointment a month in advance, and then confirmed it 3 days before. The day of the appointment my fiancé had some questions concerning the appointment. He called the store and we spoke with Nate, he was very rude and short with us as soon as the conversation started. He asked for our group number and I told him I had not received a group number. He asked for our information which I gave to him, and proceeded to say he had no record of us, or the appointment in the computer. I asked if he was sure because I had confirmed it 3 days before, and the woman I spoke with then had found it right away, even knew the number of guys trying on suits, and what suits we were trying on. There was a lot of going back and forth and confusion. I felt like Nate was arguing with us. All I wanted to know at this point is if we could come in today, or if we had to reschedule? Finally Nate was like, “oh wait, you’re coming in for a suit fitting appointment, you haven’t bought suits yet? Yeah, we have you down at 3:00pm.” I was frustrated because that’s what we stated at the very beginning of the phone conversation. We could have avoided all of this.

We had people driving from Kalamazoo and Detroit to come to this suit fitting. I beat everyone there; upon walking in I was not greeted by anyone and didn’t know where to go. So I just waited in line to state why I was there. Once it was my turn I spoke with a woman and said, “Hi, I’m meeting my fiancé and his groomsmen here for a suit fitting appointment at 3:00pm.” I kid you not, this lady just gave me a blank stare. After what felt like a solid 5 minutes she responded, “yeah”. So I replied back, “Is there a certain part of the store I should wait, or where do I go? She said, “I think Kyle is going to be helping you?” All of a sudden this man, Kyle appeared and simply just waved at me. No hi, hello, I’m Kyle, I’m going to be helping you today. Just a wave and silence.

My fiancé and his groomsmen started trickling in. Kyle didn’t seem to know what was going on, so we had to state again why we were there, and what suits we were trying on even though it was already in their records and we had just spoke to Nate on the phone about this.

Kyle did tell me that the suits off the rack were slim fit only, and proceeded to tell me that was going to be a problem for one of the groomsmen who is a bigger guy. He kept repeating the words, “I’m just going to be blunt and this is going to be a problem for him.” And making him feel bad about his weight and needing a custom suit.

Once the appointment started it was very chaotic. Kyle never introduced himself to everyone or explained how the process was going to work. He never said congrats or asked who the groom was. He just started asking for the guy’s pant sizes. Instead of staying as a group, everyone dispersed, and was in different dressing rooms, and everyone was trying on multiple sizes at once. It was all very confusing. I was worried he wasn’t keeping track of everything correctly. Some of the guys came out asking for advice on fit, but Kyle didn’t help, or say what looked good.

If I hadn’t wanted a very specific suit for our wedding, my fiancé and I would have walked out and took our business elsewhere. It wasn’t just Nate and Kyle. All of the employees in the store seemed mute and were not the least bit helpful. Nobody seemed to give a care in the world. It felt as though I was in a simulation to be honest. What was a special day turned out to be a poor experience. Very disappointed with how we were treated after giving them over $1,500 in sales that day. My fiancé and I will never shop at Jos....

My fiance and I were super excited to shop at Jos. A Bank for our wedding. Before the fitting, I called the store to confirm the price of the suits. Nate, the manager, answered the phone. From the start, he was rude, hostile, and unwilling to work with us or answer our questions in a professional manner.

He claimed there was no appointment in the system and had no idea who we were or what we wanted, which was odd, as my fiance had scheduled and confirmed the appointment (the number of groomsmen, type of suit, and time) three days prior.

After this initial interaction, I did not want to even go to the appointment; however, this was the only place that sold the particular suits we needed for our wedding as well as the fact that we had groomsmen coming from Detroit and Kalamazoo and did not want to reschedule.

Upon arrival, no one greeted us nor showed any sort of hospitality. A man simply walked up to us and started handing us suits. I later learned that his name was Kyle - not because he introduced himself, but because of his nametag. Kyle did not explain the process, care to learn why we were even there, or who the groom was. He also never took our measurements, which I found odd. I honestly am unsure if my suit will even fit correctly. When I would ask him questions, Kyle would literally walk away and ignore them.

Kyle also kept on referring to a larger groomsman as a “problem”, as he would require a custom suit. He continued to do this in front of the other groomsmen, which did not make the larger groosman feel very comfortable.

My groomsmen and I paid a total of $1,800, but it felt like our business was unwanted nor appreciated by the entire Jos. A Bank staff.

Overall, the fitting itself was dysfunctional, unorganized, and overall unpleasant. We came to Jos. A Bank with high hopes and we were excited to have a great time, as we assumed we were in good hands. This, sadly, was not the case.

When this experience was brought up to the store, they refused to take any sort of action to remedy the situation nor apologize.

It is a complete bummer because before this experience, I held Jos. A Bank in high regard. When purchasing a premium product, you expect a certain level of service. Jos. A Bank completely failed to hold up their end of the transaction. I will never shop at Jos. A Bank and will actively discourage others from shopping there as well due to my experience and how Jos. A. Bank chose to...

Came for a scheduled appointment to buy my son’s first suit. Was very surprised by the lack of recognition for having taken the time to make an appointment. I assumed when making an appointment that we would have someone with us from start to finish. Never was the case. Store had 2 customers checking out when we arrived. So We were the only people in the store for quite a bit of time. I politely introduced ourselves and gave the name and appointment time. Customer service was lacking from the absolute beginning. They were not helpful in the slightest. My parents have been buying suits here for years and my mom was so taken aback by the blasé attitude of the entire “appointment”. My son was half ass measured by the initial rep. He disappeared immediately. Never acknowledged us after doing a quick measurement that ended up sending us in the wrong direction until another rep reluctantly stepped in, and you could tell he didn’t care about his job at all. Had to work very hard to pull comments out of him as far as sizing and proper fit. Which in my mind is something that should be easily mentioned when you initially putting the jacket on. He should be explaining the correct fit and what you should be looking for or what you should avoid in a fit. He Came out with totally different measurements from the first rep. Every step he took to help us was painfully obvious he wanted no part in it. Actually tried sending us to another store entirely. Even though we had plenty of time to order online and go from there. My son’s size was not completely out of the norm of their sizes they had in store. Just not in stock in the type of suit we were looking for. So sending him to another company proved our initial thought that he didnt care about the sale. I did end up finding something my son liked and felt good in. With absolutely no help from the staff. But definitely am choosing to take my alterations to another place. My son will need plenty of more suits in his future, and I would rather travel than to shop here. My parents who have shopped there for years will be doing the same. No need to make an appointment! They don’t do anything different if you were to walk in. I would also recommend not going in there without googling the things you need to be aware of as far as fit and styles because the people here have absolutely no passion in making their customers feel their...