Unacceptable Service, Potential Discrimination, and Lost Sale at Dothan, AL Location
To Men's Wearhouse Corporate Customer Relations:
I am writing to formally complain about a highly disturbing experience my family and I had at your Men's Wearhouse location in Dothan, Alabama. We visited the store fully intending to purchase a suit, shirts, and accessories for my father (an anticipated spend of $600-$700). Instead, we left empty-handed, frustrated, and deeply humiliated by the treatment we received from your sales associate.
Because of the hostility we experienced, we strongly suspect this treatment was motivated by racial discrimination (we are of Indian descent, and the associate was a white American).
Here is a factual breakdown of our experience:
* Refusal to Assist or Measure: Upon entering, we were completely ignored. When I approached a female sales associate for help sizing my father, she rolled her eyes. She flatly refused to use a measuring tape for his neck, shoulders, or waist, instead choosing to guess his sizes just by looking at him.
* Lying About Inventory: The associate guessed my father was a size 36 waist and refused to show us the pants section. I had to find the pants myself. When sizes 34x30 and 32x30 did not fit, I explicitly asked if there were any 33x30 pants in stock. She said no. I then searched the racks myself and immediately found a 33x30 in the exact brand we were looking at. When I showed it to her, she showed no remorse and simply said, "ok."
* Hostility and Refusal to Open Shirts: The associate guessed my father needed a size 17 shirt. She reluctantly opened one, which was far too loose. When I politely begged her to open the next size down so we could ensure a proper fit for a $700 purchase, she aggressively stated, "I will not open any other shirt for you all," citing company policy.
* Refusal to Identify Herself: Because of her unacceptable behavior, I asked for her name three separate times. She outright refused to give it to me.
* Manager Escalation: I finally asked for the store manager. The manager was apologetic, properly measured my father, and opened a second shirt. However, the manager defended the associate's refusal by stating Men's Wearhouse has a strict policy of "not opening more than 2 shirts for anyone."
My parents, who do not speak English, could read the associate's hostility and body language clearly. They felt entirely unwelcome, and we decided to walk out without purchasing the items we had already picked out.
I am bringing this to your attention because I need clarity and action on the following points:
1. Address the Employee: This associate has no business working in customer service. Her passive-aggressive behavior, refusal to measure, and refusal to provide her name need to be addressed by the District Manager immediately.
2. Clarify the Shirt Policy: I request that you clarify your shirt-opening policy online. If your actual corporate policy is that customers cannot try on more than two shirts before making a $700 purchase, it is an incredibly poor business practice. If this is truly your policy, my family and our future generations will not be shopping at Men's Wearhouse again.
I would never come here again or advise anyone to come. Go to Dillard's instead, much better quality service for the price you pay and people do care about you. read more
