Men's Wearhouse — Local services in Rockford Township

Visited this store on Labor Day with my husband who was looking for suit pants to wear to an upcoming wedding. We walked around the store for at least 20 to 30 minutes looking at what was available. During that time no one spoke to us. I overhead one of the employees, a lady with shoulder length blonde hair, tell a customer that she was extra tired because she had to work all weekend. Big eye roll. Everyone is tired, friends, this is not an excuse you tell a customer. Finally, a young lady (we found out later, her name was Destiny) finished up with the customer that she was with and came right over to us. We discussed what my husband was looking for and she helped us find some separates, talked to us about different colors and fits, and looked up the sizes and separates we were interested in at other stores. My husband tried on a few things, but in the end we didn't end up buying anything, because we couldn't get it altered fast enough, our poor planning and not her fault. FYI, alterations are running 2 to 3 weeks out right now so plan better than we did. We did end up purchasing a pair of pants at Kohl's, but decided to return a second time to Men's Wearhouse to purchase a new shirt and tie from Destiny. Unfortunately, she had gone home for the day. At this point, I wish I could write two separate reviews, because Destiny's help was 5 star.

On our second trip into the store, we were "helped" by a young man with dark hair. We showed him the pants that we had purchased and said that we were looking for a shirt that was a size bigger in the neck than my husband's previous shirt. When prompted, my husband gave his previous measurements and stated again that he was looking for a size bigger. The young man selected the same size shirt. My husband had to explain 2 or 3 times that he wanted a bigger size and even then the young man contradicted him and said that he didn't think he did. We finally got the size that my husband wanted and we were looking at ties. The young man made a few suggestions which I appreciated, but I thought were kind of bland. No worries, I picked a few other bolder choices, but in doing that I think I offended him. He made a comment about the items that I picked out not matching or going well together which I dismissed, because I have an education and work experience in color theory. When we did not take his advice, the young man disappeared for a few minutes and then reappeared for us to ask him if there were any other color options available for the shirt in that size. There was only one, but we were able to work with it. We selected a tie and the shirt, when my husband was trying on the shirt he noticed that a button was missing from the shirt. We asked if the young man could look to see if he had any more of that shirt. No, that was the only one. Could he see if the Schaumburg or Wheaton stores had that same shirt? No, he could not. Not sure why as Destiny had no problem looking at other stores inventory when we were in the store hours earlier. The only option, we were told, is that we could leave the shirt there after purchase and a button would be sewn on then we could pick it up the next day. In the end, this is what we did and it worked out well, but it was very obvious that this young man was pushing for us to purchase the shirt and tie from him and was not accommodating in any way. Oh and when we asked for a discount for our inconvenience of having to come back and forth to the store because of the missing button - yeah, you guessed it, that request was shut down instantly with a firm no. So in closing, if you want good customer service at this store, please call and ask when Destiny will be working. She knows about suits and she is also friendly, polite and willing to help you find what you are looking for. 6 out 5 stars for her. The rest of the "help" in the store, need to brush up on their customer service skills in a big way. 1...

Well, if I was a mystery shopper, the Rockford, IL store would have failed miserably. I was quickly greeted which was great, but the gentleman who assisted me didn’t take any of my comments, concerns, or my time into consideration. The guy chose my suits for me...which, ok, I get it...he knows more about style than I do. But in terms of fit, he simply didn’t listen. Tried directing me toward a few $1000 suits. Sorry, I’m not spending that on a suit (I know I’m probably in the minority on that point,) but I’m not buying a cheap off the rack suit somewhere either. The guy who helped me was easily distracted on 3 separate occasions to help other shoppers or employees. I found a suit that I liked, intended on buying, and was going to have him measure everything up for a custom fit. But he was drawn away from me the last time for some unknown reason. I waited around in the changing room aisle for quite some time while he was dealing with something else. Mind you several employees walked by me while I waited...no acknowledgement, no comments, nothing. After contemplating for quite some time, I felt insulted and undervalued. I finally decided I didn’t want to wait any longer, so I changed back into my street clothes and prepared to leave. Just as I was walking out of the changing room, he came back. I gave him the pants back that I was wearing (only the pants because apparently he didn’t want me to have the coat and pants together, so he kept the coat outside the changing room.) I told him I didnt have time to wait around for him a bunch of times, and that I was leaving. He simply said, “OK,” almost like it was a relief, and walked away.

If you read this, sir, I’ll make a couple points to you: 1). Listen to the customer and their needs. If something isn’t comfortable, try getting them a different size before you direct them to an entirely different suit. 2). My scruffy beard is no reflection of the size of my pocketbook. Did it ever dawn on you that I can have a scruffy beard because I hold a high paying position and don’t have to answer to people about an unshaven beard? 3). Before you left me the last time, you acknowledged that you have left me “five” times. Though that was a little over exaggerated (it was only 3 times that you ignored me for a period,) you still acknowledged that, and made no effort to change that. If you were overburdened, you shouldn’t have greeted me and started getting me suits. 4). The suit I ultimately decided on was the exact same size as that same suit I originally tried on, contrary to you saying it was a size larger. You lied, but I decided to suck it up, deal with it being uncomfortable, and intended on buying it anyway because I really liked that suit. 5). When you piss a customer off so badly that they tell you they’re leaving, an “OK” and walking away isn’t acceptable. Try to earn their business back. You should learn a little more about sales and about management. If you did, maybe one day you would be as successful as me, and be able to wear your expensive suit if you so choose.

Without reading any other reviews, I can see why Men’s Wearhouse got a mediocre 3.7 stars. I think they earned a 1 star...

If you're reading this i hope it's not too late. Read alot of the store reviews before going to this company. One star ratings are as far back as 2 years.

UPDATE: the manager took complete care of the issue. We are satisfied with the managers actions.

July 2025, my son went to get measured for a custom suit, almost $800. He's a big boy and getting married in 2 weeks. The lady told him 3 weeks. He never heard anything from them until he went back last week. The suit was stuck in customs due to the tariffs. The store never contacted him to let him know this. Then suddenly the suit arrived a few days ago. Mind you, he was measured for a custom tailored suit. That's not what we received. The jacket was huge. The pants were too tight. His wedding is in 2 weeks. There was no apology or taking responsibility for their screw up. They blamed the past employee who is no longer there. There was no offer of "we will pay for any tailoring that you require that is extra." There's no tailor there, so now both are taking off work and driving out of town to a different location in hopes that someone can fix their screw up. What gets me is the suit was almost $800! And it's basically from China or somewhere. I assume they order from overseas and try and alter the suit here. Who knows, but I suggest not going here for anything for a wedding. Anyone and everyone knows a couple wants their day to be perfect, but it's ruined. I really just want my money back for my son's suit that we didn't receive to his specifications. I work part time and have been saving for over a year. Now they have to drive out of town, take off work, and hope to God someone can fix this. The manager offered to drive the suit to another location herself, but after all this, would anyone who experienced this trust them to get it done?! Like I said, do research, drive to Chicago or somewhere else if you want a custom made suit. Don't go here. Also, when we went the time before last to get measured for another (rented) suit, we waited over an hour even after having an appointment. Huge disappointment and frustration. I wonder after reading the owner's response how many of these customers actually reach out to the email provided and what does the company offer has compensation for their failure to satisfy their customer.

UPDATE: the manager informed by son that the total amount will be reimbursed to my account. That...