Went in to place a custom suit order (#7677804), nothing new, I've done this probably half a dozen…read moretimes by now. It was going well at first, but the initial red flag was how many liners and fabric options I had picked out were found to either be retired or not available for either the inner or sleeve lining, despite being available on the rack for customers to look at. So after multiple rounds of options, we were moving forward. The next red flag came when my associate, Gio, failed to ask me about some of the added options on the custom suits, like slanted pockets, functional buttons, thread color, pick stitching, etc, as well as assuming I would want a single-breasted, 2-button, notch label without giving me the other options. I recognize that I did communicate a bit of experience in purchasing custom suits before, so I can see where it may be assumed that I knew the options, but as it had been over a year since my last custom, I had forgotten. After correcting most of the options, the order was placed and I was on my way. When I got home and reviewed the actual order form, I realized that Gio had neither offered nor had I remembered the ticket pocket option. I really wanted it, so I called the store not 4 hours after placing the order to inquire about adding it on. I knew it would incur an additional charge, so I asked how they wanted to handle it. Gio said he would cancel the existing order and simply place a new order (that included the ticket pocket) on hold so that I could come in any time I wanted and pay for it again, as they couldn't just add on the difference or charge my card over the phone, and that Gio would email me the cancelation and refund details. About 2 weeks later I return to the store when I was available. It's worth nothing that I had neither received any kind of email about the order cancelation, nor received the promised refund. It was at this time that I decided that I didn't want the suit after all, especially since it wasn't really the fabrics I had originally wanted, and given that I was pretty disappointed with the service I received up to this point. I inquired with Gio about this, and he said he would get the refund processed (even though he said he was going to do this 2 weeks ago) and the new, on-hold order canceled, but that I would only receive 50% of the cost back, due to a restocking fee. Policy is policy, but I find it incredibly on the nose for Tailored Brands to charge such an exuberant fee, and on an order that, if the employee in question were telling the truth, was canceled not 4 hours after it was originally placed, meaning of course that no product had even begun to be created, and therefore there was nothing to actually restock. I even called back several days after the original purchase date to ensure it was canceled and the refund was on the way, and was told it had already been handled. I can only see this as a lie or a slip of the mind, and in either case, speaks to the level of professionalism you would find here. I essentially paid ~$400 for no product, and to remind me the reason I had not shopped with Tailored Brands for the last year.
You too will face this experience by shopping here, but you're welcome to take the monetary risk if you're feeling brave.
