We had a disappointing experience with Easton Suits, especially considering how important this…read morepurchase was for our wedding.
We visited on September 7 to order my fiancé's suit. While everyone we interacted with was very nice, the overall experience did not feel particularly custom. We were shown a suit on the mannequin, mentioned that we liked something similar, and were essentially told to pay upfront before taking measurements or discussing the details of the suit. We were in and out in less than 15 minutes, and the only customization we were made aware of was the inner lining, which we learned about after paying. For a suit that was presented as a custom experience, we were hoping for more time, communication, and involvement in the process.
We were told the suit would arrive during the first week of October, which worked perfectly with our October 18 wedding. When it had not arrived by the following week, we called and were told we would be notified when it came in. We followed up again the next week, explaining that the suit needed to be finished by the Sunday before our wedding. We were assured it would be ready by the Thursday before the wedding, and the employee we spoke with even personally guaranteed it would arrive on time. When we called that Tuesday to check in, we were again reassured that it would be there as promised.
Unfortunately, when we called on Thursday, just three days before our wedding, the suit still had not arrived. After speaking with the owner, we were told it would not arrive until the following Monday, which was after our wedding. The owner explained that flooding at the factory in Thailand had caused delays, and we understand that unforeseen circumstances can happen. He did offer us the option of a 50% refund while waiting for the suit or a full refund immediately, which we appreciated and is why we are giving two stars rather than one.
Our biggest disappointment is the lack of honest communication about the timeline. We understand that delays can happen due to circumstances outside a business's control, but repeatedly assuring us that the suit would arrive in time, only to find out days before our wedding that it would not, left us scrambling to find an alternative at the last minute. At this point, we do not even have enough time to get my fiancé's existing suit dry-cleaned, as we have been unable to find a place that offers same-day service. We are now left trying to figure out a solution just days before our wedding, when this was something we had planned and paid for well in advance.
Had we been given a realistic timeline earlier, we would have had time to make other arrangements without the added stress so close to our wedding. We genuinely wish the team the best, and we appreciate the kindness of the staff and the owner's offer of a refund. However, for such an important purchase, we expected a more personalized experience and, most importantly, transparent communication. Unfortunately, this was not the experience we had hoped for.
