ComplaintsforThe Men's Wearhouse

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/22/2024 I purchased a suit from Men's Wearhouse for $522.71. I have my receipt and the transaction number is *************. The suit was for a wedding the very next day. I only wore the suit for half an hour, and the seam on the side of the pants split. It took no time at all, and these pants were a size too large for me, so it was not caused by movement or stretching. I was sold a faulty product. Men's Wearhouse advertises a Free 90 Day Return Policy everywhere that I can find, including printed on my receipt. When I took my suit back to the store where I purchased it, I was told the suit could not be returned because I had worn it. The store offered to repair the pants for me, but this is not satisfying. The pants that I was sold were defective and having the seam repaired will not fix my problem with the suit. I am filing a complaint here hoping my appeal will reach someone at Men's Wearhouse who does not work in my local outlet so I can request a refund from them and file a direct complaint with the business about how my transaction has been handled.

  Business response

  04/09/2024

  Offered to process return and refund will be processed. 

  Customer response

  04/12/2024

  Better Business Bureau:
  
  This letter is to inform you that The Men's Wearhouse has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/27/2024 and assigned ID ********. I appreciate the help with this issue.
  
  Regards,
  Fergus ****

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into Men's Wearhouse on 12/27/2023 requesting to get measured for a tuxedo rental that I would wear for a black tie on *** ****** **** I gave my preferred measurements, including my pants being 31 length and the shirt being french cuff. Given that it was short notice, I also had to pay an extra fee to have it ready the day prior to the event on the 31st. When I went to pick it up, I had no way of making any changes given the timing. I was extremely disappointed with what was provided. The pants were practically floods, to the point where I think i was given a 29 in length rather than 31, so I was unable to use the shoes I rented given the look. I ended up wearing my own black loafers. The shirt was in terrible condition, discolored and all. Was not what you would consider a french cuff, so I did not use it, ended up using my own shirt that I had dry cleaned. To that point, could not use the cufflinks, or the pocket square, or my bowtie, but ended up wearing my own tie. All in all, this was a terrible experience, nothing like I expected and I would like a refund for this transaction.

  Business response

  01/11/2024

  This has been resolved with the customer. Thank you

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a suit for someone for an event on 10/28/2023. The person opted not to wear the suit, and took it back to the store the next morning, on 10/29/2023. The suit was unworn, but the manager of the store refused to take it back, citing "Manager's Discretion". That same day, I texted with the MW corporate number, and they agreed to provide a full refund if we shipped the suit back, citing that the store should have taken the return. I was sent a shipping label, which we put on the box and left with ***** that day. 10/31/2023 I recieved a notice that the package had been delivered to MW, so I inquired about the status of the refund. I was told by the representative that it would take 21 business days to send a check since apparently refunding it directly back to the card is "impossible". I explained the situation and they told me I would receive an email when the refund was processed. 11/07/2023 I reached out to MW again because I had recieved no email about the refund. I was informed by the representative that the address we had been provided on the shipping label MW sent us for the return was the wrong address and the suit had gone to the wrong location. They then informed me I would be getting a refund anyway (their mistake) within 3-5 days. 12/04/2023 After not recieving the check, or any correspondence from MW, I reached back out to request a status. I was told by the rep that the check was requestsed 11/07/2023 (meaning I should have recieved it in 3-5 business days). The representative told me on the phone that they would have to verify that the check had not been cashed, and requested a new check be sent to me. I was told I would get a tracking number for the second check. I never did. 12/14/2023 I called back to find out where my check was, and was told that they never sent a second check and the first check was still enroute 23 days later. I was told to wait until Tuesday 12/19/2023 to see if the first check arrives.

  Business response

  01/09/2024

  This has been resolved with the customer. Thank you,
  
  
  Jay ******
  ********* ******* **************
  Tailored Customer Solutions
  

  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased a suit (jacket, pants, shirts, ties) for approximately $700. I was told by the sales attendant that "hold onto that receipt, there are $200 worth of coupons on there that you can combine and use for future purchases, but they are only good from 11/28 to 12/10"; my wife was right at my side and heard the same thing. I thought cool, I'll come back and get a pair of shoes, pants, couple other things get $200 off. However, when I returned to the store on 11/28 and attempted to purchase ~$250 worth of items, they only allowed 1 - $25 coupon. The attendant did not know why it wasn't working, and reiterated that I CAN combine them on a single purchase. However, I went on their 'Chat' today and was told that I could only use one coupon and not combine them. I feel that they used deceptive and predatory sales tacticts (Bait and Switch) just to try and get me back in the store hoping I would just "let it go". I would like them to honor the combining of all the coupons worth $200 and make them state on emails and or post at the store about how the "coupon program" really works, so others don't get taken advantage of.

  Business response

  12/21/2023

  Good Evening,
  
  The following case has been solved with the customer.
  
  BBB Case: ********
  
  Thank you,
  
  
  Jay ******
  
  Director, Digital Communications
  Tailored Customer Solutions
  

  
  

  Customer response

  12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I never accepted any condition or f resolution. Typical they just emailed me and never followed up. I requested that they provide the $200 in credit that I was promised upon purchase. They have not provided that amount. 
  
  Regards,
  
  
   
  

  Business response

  01/12/2024

  This has been resolved with the customer. Thanks,
  
  
  Jay ******
  
  Director, Digital Communications
  Tailored Customer Solutions
  

  
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband, ********** ******** purchased a rental from Men's Wearhouse on October 14, 2022. The rental was picked up on October 26, 2022, to be worn on October 28, 2022. Upon receiving the rental, the shirt was too large, the shoes were a size too small, and the bowtie was missing the clasp to hook both ends of the tie around the neck. On October 29, 2022, I sent a message to the Men's Wearhouse chat line expressing these concerns. The resolution on that day made by the representative was to be refunded $55 in the form of the check. I confirmed the mailing address at this time. I was told it would be 10-14 business days before receiving the refund. I reached out again on November 16, 2022, because my husband had not received the check. I was then told that I was given the wrong information from the first representative, and that in fact, the refund check would take 14-21 business days to receive. I reached out again on November 28, 2022, because the check had still not been received. I was informed that the check was mailed on November 1, 2022, and I again confirmed the mailing address. As of today, December 27, 2022, nearly 2 months since the initial complaint was made, my husband has yet to receive his refund. The customer service information has been inconsistent. At this point, we would like a full refund.

  Business response

  01/18/2023

  We have reached out to the customer and requested for a check to be voided and processed as they have not received the original check. To correct this, we have provided a full refund instead of partial and refund checks will be sent out to the customer within the next 14-21 business days. We have come to the resolution with the customer and we consider this case closed.

  Customer response

  01/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a tux for my son to attend ***** ** ****** The event reservation ****** ****** ** ********** ******* *** *** ********** The rental was supposed to include a yellow bow tie since all the boys were dressing alike. I picked up my order and the gentleman did not confirm my order’s items. The day of the event I discovered a yellow tie was included and not the yellow bow tie for the order. This ruined the entire party look. I will never use them again

  Business response

  12/12/2022

  issue was resolved to customer satisfaction

  Business response

  12/12/2022

  Dear BBB,
  
  Thank you for reaching out to Men's Wearhouse. 
  
  I am sorry to hear that the store did not check over to confirm that all of the items were included in the garment bag. I have forwarded your concerns to the proper management for review.
  
  To ensure that this is addressed at this location. I also show that a partial refund was already issued for the inconvenience. While I know this doesn’t fully make up for the negative experience you’ve had, I wanted to offer you a coupon for a $250 in-store shopping spree. This coupon can only be redeemed in-store on qualifying retail items.  
  
  ****** ***** ***********
  Description: $250 Shopping Spree Offer
  Expiration Date: 12-31-2022
  
  I look forward to hearing back from you. 
    
  If we can help you further, please click here to view your contact options.
   
  Best Regards, 
   
  Shelby
  Men's Wearhouse 
  www.menswearhouse.com
  

  Customer response

  12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went in to get my tux fitted a week prior to the event. The tux fit perfectly. I picked it up for the weedding the following week and Mens Warehouse must have bait and switched my tux. The shirt did not fit, the tux was missing a cufflink, the socks were not in the tux. I had to personally go out and buy items to try and match the tuxedo shortly before the event began. I would like a refund. Not very good business practice. ************ *** *** *********** ******* $210.43

  Business response

  12/10/2022

  Issue was resolved to customer satisfaction

  Customer response

  12/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a tux for my wedding. We received our tuxedos and my vest was missing. Was told it was on order and will arrive Wed. Received on wed and it was wrong. Called store and told them. Was told I was too large for a back vest. After complaining i got the correct one ordered. Said it would be here on Friday. called on Friday and no vest. Had to cancel my rehearsal to play cat and mouse to find a new vest and had to pay out of pocket. The store called me yesterday 30 mins before I walked Down the isle asking if I wanted to pick it up because it just came in. I feel it was a slap in the face. This issue had ruined my wedding. Our vests did not match because I had to go buy one, I was verbally assaulted by being told I was too large (2xl mind you), and had to cancel my rehearsal and rehearsal dinner. Top it off it was an act of congress to get a refund in the store from the manager. Men’s wearhouse was suppose to stand by: “your going to like the way you look. I guarantee it.” Well it was the opposite! I expect some type of reimbursement for my hardship, abuse and emotional discomfort by partial reimbursement of my wedding for my husband and myself. We feel this is how Mens Wearhouse can own their mistake of their employees and take ownership in standing by their motto. A claim to this incident was filed on Wednesday with your corporate office please use name and phone number to locate to complaint. Still never heard back from a manager when I was told 24-48hrs a manager would contact me.

  Business response

  11/21/2022

  Our customer, J******* Matthews, was refunded in full on 11/20/2022 for both his rental and the suit separate vest in transactions ************* , *************, *************  . J******* had called into our office on 11/18/2022 and spoke directly to one of our managers and this cancelled the manager call back that was scheduled for the following day. J******* Matthews has been contacted regarding this complaint. $250 in store promotion has been given to our customer to further accommodate for this rental experience.

  We do consider this matter to be closed as customer was fully refunded, spoke to our manager, has been further contacted and further compensated. 

  Customer response

  11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18442611, and have determined that this proposed action would not resolve my complaint.  
  
  No one has contacted me further in regards to this “250 in store promotion offer” nor have I been contacted on how to obtain or use this offer and the terms and conditions to this offer. Once this information has been given I will consider this claim to be closed. 
  
  Regards,
  J******* Matthews

  Business response

  12/15/2022

  We have initiated to reach out to customer through email and call multiple times but no avail. 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order with Men's Wearhouse for my wedding that will be occurring on 11/5/22. I received an email on 10/24/22 that my order was ready. After driving 30 minutes to pick up this order, I was told that it was not ready. I called Men's Wearhouse's guest relations phone number, who told me that it was in fact ready, despite the store telling me that it was not. The representative I spoke with was very unprofessional, was short with me, sighed when I responded to her questions, refused to transfer the call to a supervisor, and ultimately hung up the phone without resolving my concerns. I would like for Men's Wearhouse to compensate me for an hour of my time wasted driving to this store when my order was not in fact ready, I would like for my order to be completed and ready for pick up prior to my wedding date, and I would like for the unprofessional individual on the phone to be reprimanded for terminating the phone call unexpectedly.

  Customer response

  10/31/2022

  Better Business Bureau:
  
  Please cancel this request for the time being
  
  

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a Tux from Mens Wearhouse on 9/9/22 for my best friends wedding (which I was the best man) on 10/08/2022. When I get sized I was told the tux would then be shipped to Idaho. It was. Wedding was in the middle of the ***** *********, 2 hours from the closest Men’s Wearhouse. Someone from the wedding party picked up all of the groomsmen tuxedos. So I was unable to try it on, however, I was never invited back to my own store to try it on before shipping it out regardless of ordering a month in advance. When I go to get dressed, the ties were the wrong color as well as pocket squares being wrong color. The ONLY piece of clothing that fit me was the pants. The white dress shirt was about 4 sizes too small, could not even button it up, the jacket was also a bit small but I made it work (I didn’t have any other choice). Obviously this cause sheer panic among myself, the groom, and the bride to he’s family since this was 1 hour before the wedding. Ended up rushing to a target in the nearest town, 30 min away, finding a white shirt, and getting back just as the ceremony was about to start. So yes, for all of this stress, frustration, and inconvenience. I want my money back. I went to the mens wearhouse when I got back to ** with the tux and explained everything. Christine Frazelle (Tina) the lady working, was extremely rude to me, offered me $26.50 (for the shirt I bought) only after arguing with me, in front of another CUSTOMER and HER SON. And then after this, I email mens wearhouse because I do feel now, even more so, I am fully entitled to a full refund (along with never doing business there again, along with anyone who knew the bridal party). And they offered me 25% back. Once I replied stating that is not sufficient and explained why… they completely ignore me now and don’t answer my emails. Completely unprofessional. After the tux problems, the chaos it caused, being argued with and talked down to in front of another customer, yes I still want my full refund.

  Business response

  11/03/2022

  We have emailed the customer regarding their complaint and situation. We have proceeded forward with contacting the customer and we have provided a full refund. We do consider this as "Closed" on our end.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩