My daughter's wedding was just this past weekend (Oct 30, 2021) and I feel compelled to share with…read moreyour company my experience. Apologies for the length of the review, but details were necessary.
Bride and Groom are in CT, I am in MD/DE and we had groomsmen in other states (VA and CO specifically). Naturally going to a chain clothier was the obvious choice to ensure consistency of the tuxedo / suit rentals for all involved. To say we had an inconsistent experience is an understatement.
Yes, I understand the current workforce climate, but my issues were not an issue of lack of staff, they seemed to stem from a lack of or insufficient training or just a general poor attitude.
Details below:
Father of the Bride (me): Went to the Christiana DE store for a fitting several months ago. The associate who measured me was nice enough but apparently not very adept as measuring. When I picked up my suit I was assisted by still another associate in the same store. All pieces fit well enough except for the pants which were large enough in the waist to fit another person in there with me. Upon pointing this out to the associate, I was informed that there was nothing they could do for it other then send me on my way with a pair of suspenders to keep my pants up. I tried them on with the suspenders, and while they kept the pants up, they of course needed to be lengthened which was performed onsite and I was sent on my way. At that time, I also picked up on son's tux who was measured at the Men's Warehouse in Sterling VA since my son was coming to my house so we could travel to the wedding together. My daughter (the Bride) called me to see how the fitting went and I informed her of the suspenders. As my daughter went to pick up the Grooms tuxedo at their local store in South Windsor CT, my daughter relayed the story to their associate "Ken" who expressed his disappointment and he stated that "there was ample time for them to order and receive pants in the correct size". Ken took it upon himself to order the correct size pants, having them shipped to the Christiana DE store in time for me to pick up 3 days before we left for the wedding. Once I received the pants and tried them on and they fit perfectly, no suspenders needed. I was approached by what I assume was the store manager "Kim". I explained the situation and expressed concern about the potential for my son's measurements being correct. She looked at them online and said there it was doubtful they were correct (he is not 6'5' and "pear shaped" as the measurements seemed to suggest).
Goomsman (my son): Kim suggested that as soon as my son arrived to my house (the day we were to leave for the out-of-town wedding) that he try on the suit and if any issues, return to the Christiana store before noon. My son arrived, of course nothing but the shirt and jacket fit. So off to Christiana store we went. Kim met us early and properly measured my son. She committed to have the correctly sized pieces delivered to the most convenient store (Cherry Hill NJ) for the next day (day before the wedding now). She instructed my son to call the Cherry Hill store by 11AM to ensure everything arrived correctly. He called and was placed on hold for 20 minutes. After hanging up and calling back, he was told that "they were not sure it was in yet, but assured him that it would be in SOMETIME THIS WEEK(!)" He informed they that was not acceptable as the wedding was the next day. They replied that they would check (with an attitude) and get back to him. Not too hopeful for a returned phone call, we drove to the store. While on the way, he did actually get a call that the pieces were delivered. Once we arrived, we waited a bit as the staff helped other patrons. Once they got to my son, they provided the correctly sized pieces and after trying they on, they sent us on our way without any apologies, a thank you or anything.
I am writing this in the hopes that you take this as a training opportunity. People look to national chains to obtain some sense of consistency or service and quality of product. My experience has been Men's Warehouse is falling short.
On the positive side, Ken from the South Windsor CT store should be commended for taking the initiative to fix and providing superior customer service. Kim from the Christiana DE store should also be called out for owning the customer issue and ensuring my son's fitment issue was rectified in the time necessary to successfully participate in my daughter's wedding.
As I am sure you can understand, wedding planning can be a stressful time for the families involved. We look to stores like yours who do this for a living, for support. While there were some potentially catastrophic stumbles, at the end of the day it worked out, but with a lot of additional undue stress.
Paul Manuel
