Men's Wearhouse — Local services in Santa Barbara

Appalling.

From the very moment I walked in, and was only greeted by three employees standing behind the counter talking to each other, acting as if I was not even there, to the moment I walked out with the farewell not dissimilar to the greeting.

I went in to get fitted for a custom suit with two friends for a wedding. When we asked to see the swatch of the suit so we could appropriately choose the lining, it seemed they had misplaced, could not find or otherwise did not have the swatch. When I finally decided on the lining, the employee who I was working with, who was the store manager mind you, told me they didn’t have this lining anymore. Perfect timing.

I can say the one and only good part of this experience was was the gentleman who measured me. He was helpful and accommodating, however I was not totally convinced he knew what he was doing. I used to work in the Santa Barbara store, doing exactly what he did so I was very aware of the proper procedure. When it came time to pay, my buddy had called earlier to see how much we would need to pay at the time of the measuring. We double and triple checked, that they understood we were asking about custom suits, not rentals, and they assured us it was a $20 deposit. Come to find out the total of the suit was due immediately.

Although I got measured in Santa Barbara, I needed the suit shipped to Huntington Beach, which they assured would be no problem. Three weeks later I got a call saying the suit arrived in Santa Barbara. Not a huge deal, they shipped it to Huntington with only a few days delay. When I went in to finally try on my custom suit, I was surprised, though I shouldn’t have been, to see they shipped the wrong suit. I can’t believe there was a piece of paper on the front saying this order was reviewed and checked by a Santa Barbara employee. Wholly unbelievable, though again, not surprising.

Luckily I don’t need the suit for another two months, which should hopefully be enough time for them to figure this out, but I hope the guy who’s suit was accidentally shipped to Huntington, doesn’t need his anytime soon.

Overall, multiple questions I had asked were answered with “I’m not sure,” and “I don’t know,” answers given by the store manager. The store manager. Misinformation, a suit shipped to the wrong store and very mediocre customer service. I was ready to give two stars, but after rereading this, I cannot give more than 1. I’m very saddened by this experience, as I once worked for this company and had a great time doing it, but I can’t imagine they will be around much longer if an experience like this could even happen.

I’m sure when my suit finally arrives, more issues will arise so I am...

Walked into the store and was “sized up” by Alexandra and Steve who were both working the store the day we visited. They must have assumed we were not buying anything as they just looked at us and ignored us. We waited approximately 10-15 minutes by the cash register to be assisted; only to be told by Alexandra(who was working the register) that she was “too busy” to help us. We were there to buy a whole Suit outfit on hold at the register. The many times I’ve been to the MW Santa Barbara Alexandra & the staff seem indifferent, dismissive, and overall don’t seem happy to help. It feels as though they prefer & treat their white customers better, in my experience. I hate taking it there, but that's how they make me feel. However, based on the reviews it must be a cultural problem passed down from corporate to their staff as this poor service has been mentioned many times in reviews going back 8 years!!! Perhaps they should start paying their employees commissions again to give them an incentive to want to help ALL customers!! If we didn't badly need the clothes for a special event, I would have walked out, as they truly made me feel unwelcomed and as if my $ was no good there!!!! It's sad to experience this kind of terrible service in 2024. I will be traveling out of town to a different place to obtain suits for my family in the future. Do better MW!

*Edited to reflect the “more details needed” by MW’s response...

Let me start by saying - we love Alexandra. She is the only knowledgeable one that works here. We will be back to work with her. However, scheduling and staffing needs to be fixed at this location.

We have now tried twice to come to this store to order a custom suit. Both times, we called beforehand and asked to schedule and appointment with Alexandra for this. Both times, we were told to come in, she would be there, and that we didn't need an appointment.

The first time, Alexandra was not scheduled. However, we called and they said that she was. So we travelled there for nothing.

Yesterday, we had it scheduled to come in. Again, the sales associate on the call said we didn't need an appointment and to come between 12pm-4pm. We show up at 3:00pm. Alexandra says she is too busy and cannot accommodate us at this time. She also says for a custom suit that we NEED an appointment. However, we reiterate that the exact opposite information was relayed to us when we called.

Staffing needs to get figured out here. We are literally TRYING to spend hundreds at this business, and they are making it incredibly difficult to do so. Each time, we've had to find time in both of our schedules to...