Jos A. Bank — Local services in Manheim Township

(Update) Went back for my second fitting with Lucas, and it was a much more pleasant experience, and the suit fit well. I decided based on his service alone to up my review from a 2 to 3. There were still a few issues with the visit that left me unnerved. I found a broken needle sewn in the suit between the outer and inner layers, and had to have them keep the suit to remove it. The dressing room was terribly untidy (floor covered in dust bunnies and small pieces of trash) and it made me uncomfortable putting on a new black pair of slacks. I noticed it the first time I was there as well, but thought maybe it was just a fluke and let it go. 3rd trip was a simple pick up and went very smooth.

(Original) I went in to this store this evening for a fitting for a custom suit for my brother's wedding. I was expecting to be served as a valued customer. I was very disappointed. Three (of the total of 8) of us in the wedding party arrived 1/2 hour early, hoping to get the ball rolling, and perhaps start getting fitted so as to lessen the total time of the visit for the balance of the members. We were "confronted," not welcomed, by a female employee who was not only unprofessional in basically every way possible, but acted as though it was not acceptable that we arrived early. She proceeded to tell us that they were very busy (there were three employees and 2 other customers at that point), and that for a party of 8 with no appointment we would be there for a very long time. We told her that we had an appointment scheduled, and that the groom had previously picked the suit and shirt, and that we had a reference number for the event. She then reiterated again and again that this was not going to be a good experience, and that they were "understaffed" and that she didn't know how to measure for a fitting herself, and that we were going to be there for a long time.... that was 5:30 pm. I won't go into the details of the evening as to save you the aggravation that I am still feeling, but I will tell you that by the time we left the store at 8:30, only 5 of us had been fitted, one refused to give them his business, and none of us would chose to do business at this location again. The man who did fit us, Lucas, was professional at all times, but could have been much more accommodating in the beginning. He came at us with a pre-conceived notion (that I assume was planted by the female employee), that we had just walked in with no appointment. We later found out that she had been the one to take the appointment by phone, but when she put my brother, (the groom) on hold for ten minutes after asking him to hold on for a second, he hung up, and she decided that warranted canceling it. Mind you, he already had purchased his suit, and had all of his info in their system. In hind sight, I realize that both were at fault for that break down in communication. While spending three hours in the store (10 minutes getting fitted, 5 minutes paying, and the balance standing around), I noticed her bad mouthing us and the other customers that came in, to the other employees repeatedly (and openly), giving us dirty looks and making smart remarks consistently, and doing absolutely nothing to assist Lucas in the task. She helped a couple of other customers herself, but had terrible customer service skills, and was "snarky" to everyone. I have only ever heard decent things about Joseph A Bank in general, but if you must (or wish to) give this location your business, I would recommend asking to speak to a manager on the phone to set up the appointment, and to help you navigate...

Basic customer service skills lacking and poor awareness and communication:

I’m am in a wedding party and we all got matching suits from here to purchase. I called yesterday to make sure I was able show up the following day after work. The woman on the phone said “yea just show up tomorrow that is fine,” I asked what the hours were, she said “we close at 9 so get there by 8:30 so we have enough time.”

The following day after work, I showed up at 8:10 to be fitted for a suit that was already picked out. I arrived and walked over to the sizing area and the guy tells me he “cannot help me, we are busy, and that i should have scheduled an appointment” (even though the woman on the phone said nothing about the appointment the day before). I proceeded to say nicely “well this is kinda unfortunate considering I just drove 45 minutes hoping to get sized for the wedding and the woman on the phone told me I can just show up and said nothing about an appointment”. Hoping he would possibly understand the situation and help me out since I’m already here. With no sympathy or apology, he says “yeah well we are already busy you should have scheduled an appointment, there is also another location in your area so you could have just also went there instead.” I obviously came here because this is where I was instructed to go by the one getting married and because the 5 other guys came here to be fitted and figured it would streamline things and make it easier.

Pretty annoying considering I wasted nearly 2 hours on a Friday night and wasted gas. But the main frustration is the fact the employee showed zero sympathy given the circumstances. Even if he couldn’t help me, an “I’m really sorry but we are very busy at the moment, can I schedule in for another time” would have went a long way, but that is clearly far too much to ask. He said neither and did not even try to schedule me in and instead told me to call and schedule. You have to love a employee, that shows no sympathy and can’t even go above and beyond enough to schedule me in while standing directly in front of him, that has to punch the clock as soon as it hits closing time rather than helping a customer that was misguided by a fellow staff member.

I never leave reviews, frankly I have better things to do than complain about little things. But this place had me frustrated and I will not be returning here and would...

The experience today at the store was truly horrendous customer experience. Treating a new possible customer was the last thing the employee hand in mind and the manager too! The treatment there was unacceptable and I left disappointed , angry and frustrated.

The chat experience I had online was superb last night and I was excited to go in to get measured today so I can purchase these items online.

This employee made a big deal about my method of payment and asked me 9 times how I’d like to pay when I told them 10 times I wanted to purchase these items online with my PayPal account. The guy made it very clear to me how he wasn’t going to make any money with me trying to purchase online. Him and his manager tried hard to make me feel dumb about my decision. I told him this is nothing against him and that I was planning to buy it online to be able to save money specially on in these holidays. They also bashed the site and said that was a whole different thing that doesn’t work. Clearly they don’t use technology. Sad.

I left the store shocked. At least I got the measurements and hopefully they are good. Hopefully I’ll have a good experience with someone online to help me Oder the right size. I’m doing online because I’ll be saving a little over $50.

I don’t believe in being rude at all and in my business customer service is super important and when something like this happens we need to expose them so hopefully they re consider the way they treat new customers...