Business ProfileforSam Meyers, Inc.

Sam Meyers refused to refund money back on tux rentals for events canceled during pandemic. They would only offer a voucher which we did not need as their were no events we needed a tux rental for. Very hard to deal with.

The event that was cancelled was a prom that was cancelled 24 hours before it was to take place. This was in March of 2020 and it was the first cancellation of any large event that we had experienced so we were as shocked and bewildered as everyone else when this occurred. All of the tuxedos for this event were not only ready, most had been picked up. The process of renting a tuxedo is very labor intensive and we had not only purchased additional inventory for prom season, our employees had produced the orders and completed the pickup with the customers. The process involves several steps. Our employees help select the styles and accessories, measure the customer, enter the order into the computer, assemble every piece of these minimum 6 piece orders, alter hems and sleeves as needed, inspect every detail of each item, scan each item into our computer for accuracy and inventory control, bag the order, deliver it to the Mall, wait on the customer as he tries it on to be sure that everything fits correctly, and process payments. Also, these all had to be dry cleaned, pressed and returned to stock whether they were worn or not adding additional time and cost to the processing. When the prom was cancelled, we had no obligation to refund any money as stated clearly on our invoice that is signed by each customer. However, we chose to offer a voucher for the complete amount, including the nonrefundable deposit, that could be used for one year. Although the customer did not need a tux for an event at that time, he does need 2 tuxes for this weekend and we were happy to be able to provide these to him. This customer came into our Mall Saint Matthews location with a voucher that was over 2 years old and we not only accepted the voucher, we were able to provide 2 complete tuxedos to him. His bill actually was $40 more than the voucher amount but we did not charge the customer this amount, we accepted the expired voucher as payment in full. His event is Friday but, since we have all of our inventory in one location, we were able to get his tuxedos assembled by the next day. One of the tuxes required hem alteration so it was not quite ready but one was moved to the front of the store for customer pickup. We did make a mistake by texting the customer that his tux was ready because the employee that texted was not aware that 2 tuxedos were ordered. Typically, each customer orders one tux and a text is sent when that tux is ready. When the customer arrived and discovered that one tux was not yet ready, he became upset and wanted some sort of compensation. He was less than polite to our employees and was loudly stating that he would go on social media and complain about our service. We did make a mistake but the eager employee was just trying to give good service when she notified the customer that his tux was ready. While he was berating our employees, one of our employees was able to hem the pants and get the tux ready. It may have been 10 - 15 minutes before she brought the tux up ready to go but this delay was certainly not intentional and we are sorry for the miscommunication. We had honored the voucher for substantially more than was originally paid and the tuxes were both ready in less than 24 hours from the time they were ordered. We hope that the customer can understand that we are all human and we did correct the issue immediately. I am sorry that he was not happy with the original voucher but we are glad that he did have an occasion to use it. Thank you for giving us the opportunity to respond to this issue.

What a nice "canned" joke of a response. Our time is just as important as WE are the customer. You should have given the refund back at the beginning!! Won't do business with Sam Myers ever.