Men's Wearhouse — Local services in Jackson

The order that we received at the Men's Warehouse in Jackson, Michigan for a suit coat was the wrong size (too small) and too tight around the middle. When the top button was fastened, it showed stretch marks across the back and the front did not close at the bottom of the coat. I asked that the coat be re-ordered and the shift manager, Ray Dye, informed me that the material for the coat was no longer available. Ray offered to order another coat of a different material. I informed Ray that the coat is for a wedding and has to match the others and we could not use a different material. I asked Ray that since we were not getting the fit of the coat that we should have and that the material was no longer available, would the store be willing to provide a reduction in the price. I asked for 20% refund. Ray said that she could not do that and there was no counter offer other than to reorder a coat of a different material. I had to remind Ray that this was for a wedding and it needed to match the other coats. I asked if Ray was willing to provide some type of product (shirt, socks, etc.) as a compensation. Ray said they could not do that. At that point the dialog started to decline. Ry stated that the store "was not the fault of the store if my son had gained weight". I asked how did Ray know that the measurements were taken correctly the first time? Ray stated that she was sure they were. Ray then stated that the coat fit the way that it was supposed to fit, tight around the middle with a gap in the front. I told Ray that in my many years of buying suits, nothing other than a fashion trend allows for that type of fit and not all suits are supposed to fit that way. Ray then asked me what my experience has to do with anything. At that point, we were not getting anywhere and we decided to leave. It appears that the customer training could be improved with a shift Manager. I will not be back unless this is rectified.

This is the response from Customer service: Dear Charles,

Thank you for reaching out to us about this matter.

I'm sorry to hear that you are having issues with the custom suit that you ordered. All of the custom suit orders are handled solely at the stores. Any credits have to be done at the store. All sales are final on custom suits and any exceptions to that would have to be made by the store manager.

If we can be of further assistance, please click here to view your choice of contact options.

Best Regards,

Roxanne

Update: As of 2/11/2022 -...

If I could leave negative stars I sure would. The whole experience with the store was horrible. Kenneth, the store manager, is an asinine as they come, horrible attitude and absolutley no customer service. How he still has a job is beyond me. He was rude and very short with my groom, father of the bride and the groomsmen when we all came in for the fitting. He had an attitude as soon as we told him they all needed to be fitted and we were told to come on in by a co worker of his on a Thursday as it was the better day. Ken was so mad about this and complained the whole time that he should not have to do the sizing and that his co-workers should have done it, that he needed to leave to go get his daughter from school as he is a single dad and needed to close the store. He hurriedly did the mesasurements so he could close the store at 230pm. Once the suits came in, every single suit was wrong. Every one of them had to either be altered or new things needed to be ordered and delivered to the store next day by Fed Ex. Now comes one day before the wedding and the guys are getting their suits ready to go and low and behold, they all are missing items from their bags with the suits in them as well as the father of the Brides suite was huge and did not fit properly. Groom calls the store and guess what? Ken answers, oh boy, groom tries to explain the mishap and all Ken wants to do is make excuses and say that the suits are adjustable and that he doesn't make mistakes and for the groom to "come on up here" and hangs up. We then call corporate, who tried to call the store and to find out that Ken left and closed the store because he didn't want to see the groom. After being on the call for almost 2 hours trying to get things right, we are told that they will have the missing items shipped to the store overnight and get a call to come pick said items up. Wedding day is here and guess what absolutley no call about the items needed for the suits nor did anyone from the store call too get the suite for the father of the bride corrected. HORRIBLE experience and if need be go to another store to get suites. Ken does not need to be in the position he holds and he needs to be held accountable for...

Unfortunately had a rather poor experience with this Men's Wearhouse. They were incredibly unorganized and couldn't seem to remember our name, as well as pushy.

When our ring bearer and his mother went in for his initial measurements, they were told they did not have any wedding party under our name (despite our calling to confirm our name and appointment with them TWICE beforehand!).

They also gave one of our wedding party quite a hassle when trying to supply his measurements. He had his measurements taken by another Men's Wearhouse only 2 months before for another wedding, and tried to give his measurements and payment over the phone. They refused to accept payment over the phone and insisted he must drive there and pay in person. Our groomsmen were only renting vests & ties so it was only around a $40 charge; paying over the phone should not have been an obstacle (especially when I am able to pay hundreds of dollars for my wedding dress over the phone in a snap with David's Bridal).

They also got several details wrong and it took several long phone calls to correct them. The groom wanted neck ties both for himself and all the groomsmen and they gave him a bow tie. After a lengthy phone call where I was put on hold several times, I was told that changing to a neck tie would be a $40 "rush fee" charge when it was their mistake in the first place! I managed to get it taking away by making them realize it was their mistake. His measurements appointment took nearly an hour, even though the person working there only spent roughly 10 seconds measuring him. The rest was setting up our wedding party and the salesman being completely rude and pushy and refusing to take no for an answer and trying to make us have a full suit rental both for the groom and the rest of the wedding party.

Overall it was quite a hassle for everyone involved and I was apologizing profusely to everyone who had to deal with their poor service; not something you want to deal with for your big day. I would not recommend them and if you can find another option, I encourage you to do...