Men's Wearhouse — Local services in Pleasanton

I went in over the weekend to exchange a shirt that I ordered from Men’s Wearhouse’s website. We were first greeted by a very kind associate who let me know he would need assistance from his manager to process the exchange. He brought over another (equally friendly) associate who I was under the impression was the manager. That person let us know we couldn’t exchange the shirt because he would have to do a refund to the card on which the order was placed, and then charge the card. I didn’t have that card with me and he needed it in person, so asked if we could do a gift card instead or if I could choose something the same price. At first, he said I couldn’t do either, but after more prompting he said I could as long as it was the exact same style, price, and brand. I understand the same price, but the same style, brand, and size felt incorrect to me. Luckily, the shirt fit fine, it was just the wrong pattern (error from the website) but that makes no sense. (The employee remained very kind during this interaction, just a little incompetent or undertrained.) I searched around for the shirts that met the set parameters, found one, and asked to proceed with the exchange. He began attempting to process the exchange but was unable to. He said there was an issue with some pricing and that the register was showing that he would owe money back, so he wouldn’t be able to do it without the original payment method. I say, “Well if the issue is giving money back, I will just find more stuff to add to the purchase. If it goes over, I will pay the difference. No harm to me!” He says he can’t do it. At this point, I could tell he was just trying to leave the situation because he wasn't sure how to help me. I say “I hate this shirt. It was not the shirt I ordered. I want a different shirt. What can we do?” Finally, he says he will need to get his manager. I don’t care that he wasn’t the manager and that I was (probably accidentally) misled, it just seems like he should have done that from the beginning. He goes to find the manager, who was on lunch. He asked me to come back in 20 min. I say no problem, wander around the mall, and come back an hour later. (To give them some time to work on it.) When I got back, I waited for just a second at the register before being greeted by the manager. He was EXTREMELY kind and professional. Apologized profusely for the misunderstanding and got me out of the door within 5 minutes. GREAT job on cleaning up that situation, Mr. Manager! I am still leaving 5 stars because I believe the employee was doing his best to help me while his manager was away on lunch, the problem was solved to my liking, and I do NOT blame the employees, I blame the company. It is obvious that Men’s Wearhouse corporate needs to invest in additional register training, so employees aren’t left to struggle while their managers are away! If a Karen had come in, that employee would have had his butt...

TL;DR - 0 stars. Rude, scammy, and dismissive service. I was ignored, lied to about pricing, rushed through suit selection, and pushed into paying over $100 in unnecessary rush alteration fees. Save yourself the frustration and avoid this location at all costs.

My first visit was nearly three weeks before my engagement party. I didn’t notice the waitlist sign and approached two associates, who ignored me for two full minutes while chatting about their day. When one finally acknowledged me, it was with a pouty, “Can I help you with something?” I was shown a suit that was obviously too small, but when I pointed out the terrible fit, I was told, “That’s just the style,” and that I would not need alterations. Then I was rushed out the door.

I came back a week later, asked about the fit again, and this time a different associate admitted the first suit looked horrible and then upsold me another. They then told me I'd need to pay over $100 in total alteration fees, up nearly 30% because I would now have to pay the rush fee. To make matters worse, I later discovered the exact same three-piece suit I had been sold was available for in-store pickup at this very location for 70% of the price. When I called about a price match, I was flatly told they “couldn’t do that” and “wouldn’t have been able to” even if I had shown them the listing in person.

Less than an hour later, I went to the Men’s Wearhouse at Almaden Plaza, where they sold me the exact same suit at the discounted price—no hassle, no runaround, no lies.

I immediately returned everything I bought from this location. The only thing they managed to do right was the...

I wrote this review right after coming back from the Pleasanton store. I'm visiting the Bay Area to attend a friend's wedding as a groomsman. I had gotten fitted in Los Angeles, and requested my tuxedo be sent to the Pleasanton location. This way I didn't have to take the tux with me while I traveled. Well, I did not receive a call, or email saying my tux was ready for pick up. Just to be sure everything was all good I double checked, and called the Pleasanton store. They said my tux was sent to Torrance. (Mind you this is the day before the friggin' wedding.) Are you kidding me?! I wasn't angry with the associate I spoke with, but I said, "this is going to be a problem." The manager gets puts on the phone. He tells me he's going to have it rush orders to their store. I called Pleasanton this morning. Suit was there. Awesome! I go in to try it on. Slacks are too tight. Come on, man! I had this stuff measured in LA! (By the way, I never shouted at them.) The manager, Josh, was able to find a pair of slacks that were almost identical to the other pair. Then he knocked off almost $75 from a rental that was originally $288. Altogether, despite the mini mayhem, Josh came thru for me. It makes a HUGE difference when you give excellent customer service, and give a discount for the customer's troubles. (I would have definitely demanded a discount had he not already done it.) All in all, I'm happy. I just don't need this happening the day of the wedding. Lol. Thanks,...