(with update: 12/7/15)
Before taking my business here, I had read a ton of mixed reviews. I decided to give it a shot anyway, and not write a review until my entire experience was complete. That has yet to be the case, but my experience warrants a review now.
I came to Surmesur mid-September looking for a made-to-measure suit for interviews. The person helping me was very kind, attentive, offered excellent advice, and was responsive to the styling that I was looking for. The entire experience was wonderful. I was told that the suit would be ready in 4-6 weeks, nearing the end of October. My interviews begin in November, so this timing would be perfect. (Experience 5/5)
Having such a pleasant experience the first time at Surmesur, I went back about a month later (before I received my suit) to design a custom shirt. I was helped by two different people this time. The first person was very helpful, gave excellent advice, and was able to show me all of my options. Later when I was ready to design my shirt, he was busy, so I asked somebody else for help. (Experience 5/5) Nearing the final touch-ups on the computer, the person helping me had disappeared. So I finished designing the shirt on the computer on my own before he returned 10 minutes later. After designing the shirt, I was ready to get measured. The first time around, I got measured immediately, and it took about 5 minutes. This time around, I had to wait 45 minutes before someone was available to measure me. I now understand why there are mixed reviews for this place. (Experience 2/5)
Regarding my suit: 6 weeks had passed, but I had yet to receive a call. So I ended up calling the store twice, but there were some vague nondescript issues. Bottom line was that my suit would not be ready for my interviews. That was the only reason I gave this place my business. I needed a suit for my interviews, and I was told that I would have it by then. Now, something's wrong, I don't have my suit, I don't have my money, and I don't even understand what went wrong in the process. My interviews begin next week, and I'll need to spend more money renting a suit now. (Experience 1/5)
Update: It was a technological issue. The store does use new computer technology which allows a suit to be designed visually, which then gets sent off to the supplier. For some reason, my order did not get transmitted through. As most computers have issues, this was somewhat understandable. Once they caught it, it was too late, so my suit will be delayed 1-2 weeks. Although I don't have the suit that I originally paid for to wear on my interviews, the store manager went above and beyond to come up with a solution. The situation is not ideal, but the resolution is ideal, and what I would expect for this case. Initially, I was never coming back for any future business, but after showing how much they really care about their customers, and going above and beyond to resolve a unforeseen computer issue that was seemingly out of their control, I'm leaning towards giving Surmesur another shot. (Experience 5/5)
Update 2: During my final fitting for both the suit and shirt, the garments looked excellent as I had pictured/designed it. They fit decently, requiring only minor alterations. The alterations were supposed to take an additional week. They provide gratuitous alterations within 60 days of pick-up, so I was going to take my suit unaltered to my next round of interviews before bringing it back for the final alteration. But showing that they put customers first, Surmesur expedited the alterations and had it ready the next evening. The fit is night and day from off-the-rack suits. Although the technical issue that occurred with my order seemed to be out of their control, Surmesur definitely stepped up to provide the best possible resolution for the situation. Customer service was wonderful as always. Thanks to Juliet, Haseeb, and Venkat. (Experience 5/5) read more