Jos A. Bank — Local services in Indianapolis

I am not one to write reviews. This is the only one I have ever written. I am a pretty easy going and understanding person. I cannot stress enough to consider going somewhere else if you are looking to get a custom suit. This is my long experience that took 5 months, 5 visits and countless phone calls to get my wedding suit.

First visit was January 18th, 2020 to get a custom suit for my wedding July 19th. Had to talk to 2 different people because the first gentlemen did not know what I was talking about when I asked if they have suits with a stretchier material. I have had custom suits rip from little movement and would like to dance at my wedding and use them for work bending down to help third graders I teach. Ended up buying a travel tech custom suit that start around $900 according to their website. I went in on a day when there were sales and even got myself a dress shirt for underneath. Took a while to get measured but hey, it’s a custom suit.

They said it takes 4-6 weeks for the suit to be done and they emailed me Feb 25 (5 1/2 weeks) saying it is ready for the final fitting. Went in and the jacket fit fine but the pants were wide enough for me to fit my fist in and I was stepping on the pant leg. They asked what pant break I wanted and I chose from a poster in store wanting a no break because pictures would look nicer and I do not like baggy style. They sent the suit in to get adjusted after the final fitting.

COVID hits and everything is shut down. I completely understand this and could not blame Jos. A Bank for this. This does not mean I wasn’t stressed while the date gets closer to the wedding. Fast forward to the reopening. I called in the second day they were open to get an update. I asked if they knew anything for my suit and spelled my name out over the phone. They said yes it is in and ready.

I was very excited and drove the 30 minutes from home for the 3rd time to get my suit. Waited just under 30 minutes for them to find the suit. They reassured me it was there and they saw it the day before. Ended up being the wrong suit because it was for a Rigle and not Ruebel.

To speed the rest up I went in a 4th time. Called ahead of time and they said it’s in and done. It had been in for a week and never got a call about it. They said it’s done but they couldn’t put the travel crease in it because their machine was down. They said it’s good to go if I want to just bring it in at a later date to get the permanent crease after the wedding. I offered to pick it up and take it to another location that had the machine working and they said that is fine. Went in to try it on and nothing was done to it and the place they sent it sent it back unfinished. I don’t know what kind of system they use to keep work order history or track of anything but it’s terrible. They said nothing was done to it because the place they sent it to was not open due to COVID. So they kept it a week without saying anything only for me to go back in to try it on and not fit. I had to then set up an appointment for them to adjust it. They were booked for 2 weeks. It was already June 11th, almost a month from my wedding and almost 5 months after the purchase.

So I was told I had to wait until June 29th to go in and get it. So much time was wasted without them letting me know details. Got an email the next day saying it’s done and ready for pickup. I called and said I was just in and got an email saying it’s done. It obviously wasn’t. I finally called to see if it was ready on 29th and they said yes. I tried it on and the pants were finally adjusted. Still a little wide in the waste and I can have the no break in the pant if I pull my pants up to just under my bellybutton.

Again I cannot figure out the system or organization they use and I don’t think they know either. Go to a non-chain store if you are looking for a custom suit. The stress and wasted time is...

I will preface this review by saying I have purchased suits from Jos Bank many times in the past, and really like how they fit. Post-covid, my local retail store closed, so I was forced to order online.

I ordered the same size that I have ordered regularly, but the pants were too snug. So, with over a month until an event I Fed Exed the pants to exchange for the next size up, explicitly following the return directions.

The pants were received in Houston, over the course of the month I reached out to support via chat. Each rep was friendly. But now, a week away from my event, support tells me that they have not processed my exchange because I didn't send the jacket (that fit) with the pants.

No other support rep mentioned that, and my dress pants have sat in Houston for a month with zero email or text communication. My chat support sessions were instigated by me 100%. No email saying "we received your pants" or "if ordering a suit please send both pieces... even if one fits" or "we are transporting your pants via covered wagon to your shipping address, please allow our horses time to eat and rest".

Nothing. When buying in store I had nothing but positive experiences. Since the closest store is 4 hours away, and the shipping/exchange system is so bad I guess Jos Banks is out as an option going forward.

Bummer experience with a company that I really enjoyed dealing with...

Update:

I've been back to the store multiple times for both help with original orders (my size changed)... And purchasing more clothing! I've now worked with Dorinda, Avery, and Martha as well as consulting with the tailor Angel.

I can't remember the last time i have had such personal and excellent service!!

Everyone was amazing... Working through exchanges, coordinating colors and patterns, and even providing thoughtful and creative solutions in the tailoring to make everything work together and create both elegance and personalization for me.

Store manager Dorinda is awesome, as is Avery, Martha, and Angel. I have had wonderful experiences EVERY time (so far about 9 visits since May). Please let them know that they are great.

Original review:

Great customer service... Sales staff pays attention to everything from fit to style to price points and spends time with you generously. It seems like there are always sales and /or price incentives on virtually all clothing categories as well.

These days It's not easy to find a brick and mortar place for menswear that isn't more interested in fast fads than dressing the customer according to their tastes and needs.

They stock a very large array of sizes and styles from skinny to big and tall.

There are great sales and a rewards program.

Looking forward to shopping...