Men's Wearhouse — Local services in Kennesaw

I was honestly shocked by the level of unprofessionalism at this store. My son is 3 years old and is going to be a ring bearer in a wedding that is over a month away. I called the store and said "My son is 3 and will be a ring bearer, do I need to bring him in to get his suit or how does your sizing work? Also, do I need an appointment?" Because getting a 3 year old to cooperate isn't the easiest, and if I could do this without having to take him in that would be preferred. The woman said "Our kids suits are done as a set, so you do not have to bring him in. Do what you think is best and you don't need an appointment." So I go into the store a few days later to get the order put in. I will note it was a Friday, they were busy and I am 100% aware of that and had no problem with waiting. I got a sales associate who was very distracted, I explained to him my 3 year old son was the ring bearer and I was coming in to get his suit ordered. I told him my son's height, weight, and what size clothes he wears. We ordered the suit, and I told him I'd figure out the tie and shoes later. He said I was good to go and I just needed to pick up the suit on the agreed upon day. I said OK, and asked if there was anything else I needed to do or if I needed to pay and he said no.

I thought this was weird, but since they were busy I figured I had the suit ordered and would call another time to get more information. I called a few days later and said I had a current rental order that I had questions about and I also needed to add some items. I go through my situation: "He's 3, he's a ring bearer, I have an existing rental order that I was looking at online-" then I get interrupted, "Ma'am you cannot do the ordering online, you HAVE to do that in the store. Have you brought your son in? He has to be measured. Have you placed your order online already?" I told him I did not order online and before I could continue with what I had already done he interrupts again, "OK good because you have to bring him in the store. Kids sizes are so different and you really just don't know so you need to come in." I was starting to get annoyed but I finally was able to tell him my call and then coming into the store in person. He then tells me that it's my fault for not communicating properly because if I had, the associates would have told me to bring him in. I said I was fine with brining him in, I just wish I had been told this before, and the reason I was calling today was BECAUSE no one had told me about sizing. He then asks me what size my son is, when I told him he says, "See, it's all about communication, because I didn't even know until now what size your son wears. We don't even rent suits that size, you're going to have to buy one." Are you serious!? Not only is that incredibly unprofessional and manipulative, you're now telling me you don't rent suits for toddlers? The man at the store said their suits start pretty small, but it was never told to me that renting wasn't an option. Then I asked what are the general height and weight requirements for their smallest suit? He said, "It doesn't work like that ma'am. Like I've said many times you will have to bring him in." So he couldn't even give me a ballpark at what size their rental suits started at.

After getting off the phone I called a different MW location. I transferred my rental over there and just explained my situation: "My son is 3, he's a ring bearer for an event over a month away, I have an existing rental order that I would like to transfer. I got some confusing information from another store and I'm just not sure if I need to rent or buy." This gentleman says "We have rental suits of all sizes. Renting will not be an issue." Then proceeds to walk me through the whole process without me having to ask. It was a night and day difference. This man actually listened to me and gave me clear information. I will now have to drive over an hour to get my son fitted, but it is worth not having to be treated...

In hindsight I wish that we had gone elsewhere for suits. I will recommend against going to Men's Wearhouse to anyone looking for suits in the future.

It was a busy day at that location, but the entire fitting and check out experience was haphazard and unorganized. While it merits mentioning that the staff was courteous and friendly, they were completely unaware that we had a scheduled online appointment at that time and location. They informed us that they do not accept appointments which is contrary to what we were told over the phone - that we were specifically required to schedule an appointment online. My own suit purchase was narrowly saved - I was almost billed for a rental despite my informing of the staff that I was looking to purchase. Fitting and billing was smooth after that for me personally. It is a good thing that I caught such an important error.

This could all be overlooked if not for the difficulties we now face regarding the groomsmens' suits. Some of the groomsmen saw fit to rent their suit while others had decided to purchase. According to staff this was not possible by any means due to a seemingly arbitrary policy stating that suit styles and/or colors available for rental are not available for sale. We now have a situation in which we have 2-3 people with matching suits and the rest on a wild goose chase looking for suits of identical color from other businesses.

Suffice it to say that we are all frustrated and disappointed with our experience at Men's Wearhouse and will not keep it in mind for future occasions. I wish that I could leave a different review, but it seems we made a major mistake in expecting Men's Wearhouse to be capable of handling the task of equipping a group with suits regardless of purchase or rental.

Perhaps you can get back to me with a solution for this problem so that we can all walk away content, but otherwise this will be our first and last customer experience at...

I’ve been a loyal Men’s Wearhouse customer for years and have spent thousands of dollars at various locations, but my recent experience was by far the worst I’ve had with any retailer. Yesterday, I placed an online order for in-store pickup around noon—two items listed as in stock: a men’s dress shirt and a blue blazer. I arrived at the store about five hours later to pick them up. Upon arrival, I was greeted by a store associate, and I provided all necessary details including order number, size, color, and SKU.

He informed me the order wasn’t ready and couldn’t be processed, claiming online orders usually take 24 hours. I then asked if I could simply grab the same items from the store. I was told I’d have to cancel my online order and repurchase the items at full in-store prices—over $250—despite already paying $189 online. This policy made no sense, especially since I was physically in the store with the products in hand.

After 30–40 minutes, a second associate helped me look for the items, only to discover they didn’t have my size in stock—despite what the website said. When I asked if another location could fulfill the order, the associate responded with a bizarre and unprofessional analogy comparing my request to going to a McDonald’s, ordering a burger, and leaving to go to another one. It felt dismissive and unhelpful.

I eventually asked to speak to a manager, only to be told that the same associate was, in fact, the store manager. Unfortunately, there was no accountability, no alternative solutions offered, and no attempt to retain me as a customer.

After nearly 50 minutes in-store, I left without my items or any resolution. This experience was frustrating, unprofessional, and extremely disappointing. I will not be returning to this location and would caution others to avoid it as well. Customer service is key in retail, and sadly, it was completely...