The Lion's Den

My comments are directed to the gentlemen with the bad experience at Men's Warehouse and to anyone who has a negative shopping experience.
First off the first place the gentlemen should go is to the corporate team of Men's Warehouse. I am sure that in this company and most retail chains with high customer service as a focus that this man's experience is not the intention. As a retail DSM, I know that there are steps and "scripts" that we want all of our sales people to follow...but not only to upsale but to ensure that the customer has a GREAT experience, not a negative one. The extensive training that these type of retailers use is to get the most out of every customer that crosses the lease line. But I can assure you that there are not retail vice presidents sitting around figuring out ways to make their customers miserable.
One other thing to this gentleman and all potential whistle blowers. Be careful when you lash out at a chain of retailers, food chains or any business with multiple sights. It could be that your bad experience was do to the individual that serviced you. It may not be the philosophy of the company to make customers unhappy with bad service or low quality product. They may not care whether you are happy or not but I find that hard to believe.

I had a bad expeiernce also at the Mens Warehouse. My husband buys all of his suits from the Warehouse. We have never had any complaints as far as quality goes, but their customer service is not up to par. As always, I went with my husband to buy a new suit. We were greeted quite warmly, we were asked what we needed and he helped us find a suit. At that point, I wanted the jacket to find a shirt and tie to match. At which time I was told that they had specialists who are trained to put shirts and ties together. This clearly offened me, being the wife, I do know what looks good on my husband but also, I too have been trained in the merchandising field and own my own personal shopping business. I did respect the specialist, and allowed her to do her job, but I was visibly upset with the sales man. My husband tried to get me to find a shirt and tie, to which I commented that I was told to back off and that they don't need my help. My husband again, asked me to help, and my next comment was " No, I will let the specialist do her job, but I will not return to this store again." At that point the sales man came over and apologized profusly and said that he didn't mean to offend me, I told him the two rules of customer service, especially in retail: 1. never upset the wife 2. don't ever judge someone buy the way they dress.
The difference between me and the original writer, is that I will be notifying the Corporate office. I will also be notifying the salesman manager and also I will not be endorsing the Men's Warehouse in my business. My husband and I will also find a new place to buy business suits.

Having heard the negative comments posted about the Men's Warehouse, I cannot help but put in my two cents worth. I have bought one suit from them (at their Norfolk, VA branch) as well as the entire rest of two separate outfits. I dealt directly with the store manager when I was being fitted and selecting my suit and with another gentleman when I came to pick up the suit. Both were very accomodating, very helpful, and even resolved some problems I had at the time. They were quick to tell me about their free pressing of your suit at any location whenever you needed it and about how it's free to let out or take in any stitch they've ever touched. Neither tried to show me anything that I had not first asked about and quickly backed down from anything with which I showed no interest. I've had nothing but good dealings with them and am on my way to get my suit pressed today in South Carolina.
I suppose what I should say is something that my pastor here told me a while ago: "The exception proves the rule." The fact that there are a few annoying sales reps scattered throughout a peticular company should not give the entire company (who may be trying as hard as the folks I've dealt with) a black eye. That sort of judgment leaves no room for error on the part of the company; which is not only demanding, but unforgiving as well. I say it would be best to give the companies the benefit of the doubt until they screw up. As was the case for the initial article writer and the second comment lady, you are perfectly justified in never returning to the stores you visited again, but it is clearly wrong to judge the entire company based on your individual experiences.
I wish you better luck in the future with Men's Warehouse. I still like them.

Not expecting a reply from you; just wanted to say, Thanks! I work in the customer service field, and though my line of work (military) is very different from retail, I find much validity in your article regarding the service you received during a recent purchase at the Men's Warehouse. I have not patron Men's Warehouse myself, but can image exactly what you went through. The ongoing problem is, yes, we are fooling ourselves if we believe that "...You're gonna like the way you look. I guarantee it." or anything else that resembles these remarks. Unfortunately, people in the business of taking care of people, are not always in the business of caring.

I thank you for taking the time to write this article, because I have a young male senior who needs a few good suits for after high school, and being a women who's not had to do any "serious," The Men's Warehouse was my first choice. However, I'm not stupid...like to believe I've done all of my homework, first; after reading your article and a couple others, I think I focus my attention elsewhere. Long live the pen! 'Tis indeed mightier.... (I'm just being silly, now.) Seriously, thanks for sharing the experience.

Again, I don't expect a response...but if you do, any suggestions would be most appreciated.

Frieda.
Arlington, Texas

Had an awful time with Men's Warehouse as well. All the men in the wedding party I was involved with got the same suit and I'd say 3/4 of us had issues, mine the most serious. The suit was not altered until 2 nights before the wedding, and I was supposed to have it 2 weeks before. The salesman involved with our account had left the store and didn't tell anyone anything regarding our group purchase, leaving the other salesmen frustrated and in the dark. I must say though, the new guy who took care of us was very professional and actually gave me my suit and shirt for free, the total cost of which(including alterations) would have been $300 give or take. Even with the resolution that came out in my favor, I will not shop ay Men's Warehouse again.

I purchased a suit from the Men's Warehouse in Boulder Colorado and had a good experience; the suit is still in very good condition after several cleanings I would go back.

I have purchased from the Men's Warehouse as well as other 'high-end' retailers and found that all of them have a ratio of great salespeople versus crappy-salespeople. If you are dumb enough to judge a chain store based on one store's experience, then be consistent and the next time you get a bad hamburger from a McDonalds, or a bad taco from Taco Bell, or anything that does not sit perfectly with you from any chain store - Don't Shop or Buy from them again! Ever! Thank God your friends give you second chances!

Had a bad experience this weekend as well. Husband bought a suit, picked it up after it was altered on Friday, and on Saturday when he bent over, the pant seam ripped out. He didn't squat, he just bent over slightly. Okay, come on. People wear suits and must MOVE in them. We are taking the suit back tomorrow, assuming a manager will be on duty, and want a refund. This is not acceptable. Who wants to spend hard earned money on a suit that is poor quality, or altered incorrectly.

I also had a bad experience at their store in Plano Texas this past week. I believe they are trained in the hard sell. It is part of their "script", and I find that very wrong. Here is my email to their corporate office.

Hello:

I live in Atlanta and was in the Dallas area this week working with some of my medical clients. I am a business owner and had a golf outing on Thursday morning of this week in McKinney Texas. I realized that I did not have an appropriate pair of black slacks to wear on the course. I have a fairly hefty waist size of 46 and have trouble finding my size. I always heard on commercials how well you handle situations like this one and decided to give you a try. I visited the store in Plano Texas Wednesday 12/15/04 about 6pm. I was very disappointed how you seem to run your business. It is obvious these people work on commission and do the hard sell. I made my request of the gentleman, explained that I needed a pair of slacks for golf, nothing fancy, and he proceeded to show me the most expensive pair of slacks I have ever seen at about $119. He then showed me a less expensive pair for $99 that seemed to fit well, but was not hemmed at all. They marked the slacks for me and I was not happy with the high price at all, but was in a bind. I was then told (only when I asked) it would be $10 extra for the hemming on top of the $99 for the slacks! I was also told that I could also buy two pair for $150 and they tried to sell me on some shoes. Naturally I asked if I could then buy the one pair for $75 since the two were $150. When I was told no, and that the hemming was extra, I immediately grabbed my belongings and told them to forget it, I was not Howard Hughes, and briskly walked out the store. Very thankfully I found at Burlington Coat Factory on the way back to my hotel room. For the same price I would have paid for this one outrageous pair of slacks at your store with hemming and tax, I purchased three (3) nice pairs of different styles of black slacks that were prehemmed, a new belt, two very nice sweaters, and a black dress shirt. All for about $117 including tax. I am sure that your products are very superior, but there is something very wrong with your company when all you have to offer the public is a $100 pair of slacks that does not even include alterations in the price. All this with salespeople that are trying to earn their commission by not doing what is best for their customers, but what is best for their own pockets. This store was not really in a rich area of town, and I never thought of your store to be pandering to only the super rich. I own my own very successful business and drive a $70K Lexus. I am telling you this to explain that I am not a cheapskate and believe in buying quality. However I would never have been as successful as I am today if I were to go out and waste my money on things like $100 pairs of pants when I can get similar products down the street for a tenth of the price. You will never see me in one of your stores again, and I will influence everyone I know to do the same. Best of luck!!

My bad experience with The Mens Wearhouse occurred a few hours ago in Columbus, Georgia. I went in to buy a suit, maybe a sport coat and slacks, and a clerk saw me and asked what I was looking for. I told him I wanted a suit. Then another clerk headed our way. He asked me if he could help. I kept eye contact with the first clerk, ignoring the second, who started giggling, then walked over and stood by the first guy. He started talking to me as I ignored him, then started giggling again. I started out the door and he went back to another part of the store. The first clerk had stood silently as all this went on.

I do not plan to visit Mens Wearhouse again. I was highly embarrassed by one clerk trying to steal me away from another, and highly insulted by that same clerk laughing at me when I ignored him. I can't trust a business so badly mismanaged clerks steal customers from each other and insult the customers while they do it.

I sent headquarters an email detailing the incident, and told them I didn't expect or want a reply.

Randolph Phillips
18149 West Highway 85
Shiloh, GA 31826

I went in today to the MW. To buy the first suit in my life.

I could smell from the get go that it was all hard sell and comissioned, felt odd at first. But i laid down what exactly it was that I wanted. So that game stuff stopped fast.

I didnt have alot of time, nor did I have alot of knowledge.

I feel comfortable with the price I paid, I needed alot of alterations though as I have a big chest and back, so I needed a coat that was made for a 'fatter' person, then they had to downsize the arms and lower portion.

They also got me on the, if you buy this we will give you a discount on the suit, so I bought a sportcoat. I really didn need it, the sportcaot, but I really liked it and it will go nicely with alot of pants that I already own, so I bought it.

I told the salesperson I already had alot of pants when they wanted to tray and start matching the sportcoat, she quickly backed down, which was comfortable for me.

They then pulled out 6 or so shirts and tie combos to match the coats, wanted to sell me on abunch of em, I told em I already had shirts, so they backed off again.

I then picked out a tie that I really liked, it was a bit expensive, but I really like it, and needed something in 2 days, and didnt want to bop around the mall or other parts of town.

All in all, I got what I wnated, I really liked the colors and the styles. The salesperson was highly trained in both upselling technique and qaulified in talking about fashion.

I likley could have found some better pricing if I wanted to look, and I didnt want to look.........

All in all I was pleased I guess, they just seem to move really fast there. I had to assert myself several times. But in the end, I never felt like they were trying to steam roll me.

I will likley go back, if the products hold up.

I totally agree with Michael Holt and say that I have nothing but praise for the Men's Warehouse. I have purchased several suits there, all of great quality and brand such as Lauren, Jones NY, Claiborne, and have had absolutely no problems with my local store in MI. I was on a business trip in Tampa past summer and needed to have the "jet lag" pressed out of my suits I had taken. I found the location there, and I was thoroughly taken care of, and the staff even gave me refreshments as I waited. You get absolutely what you pay for at TMW. Sentiments to those of you who had negative experiences; I'm sure you got the unfortunate bad apples who have no business in retail.

I to went to the mens warehouse felt much pressure, sales were being rung up before I even said I wanted it! Passed on everything! went shopping ! Walked into a place called K&G Mens& Womans found the exact same suits with 10 times the selection in my size. All of the suits were 150.00 cheeper some were 2 for 150.00 service was fantastic from three different salesmen! got to talking with the oldest who has been selling suits scince the 40s and found out the company is owned by the same people as mens wearhouse!!!!!

I have purchased several suits from TMW over the past 10-15 years, and I understand most of what the majority here are complaining about. However, it seems to me that they simply don't know how to assert themselves. I have never had a buying experience there without an effort to sell me some shirts, ties, shoes, socks, more suits than I wanted, etc. However, when I tell them bluntly that I will not be buying anything but the one or two suits that I have selected, it always ends there. Otherwise, I have found, with one exception, the service to be courteous and honest, though the desire to make sales was (understanably) pervasive. Yes, there was that exception - a rude woman who clearly thought she knew more about what I wanted than I did. However, I just asked a different salesperson to assist me, and that ended my problem. Bad retailer? I don't think so. You just have to know how to make aggressive salespeople understand when you mean "no". They will catch on clearly, if you are clear about your position. By the way, I've never had a quality problem with anything I've bought there, so I have no experience with returns. I do stick with brands that I know from the large department stores, however, and I never walk up to the cash register unless I am confident of my purchase decision. My opinion - if those with bad experiences would have handled them differently, the outcome would likely have been different. Does that excuse the problem that Leopoldo had? Probably not, but he clearly didn't take the time to think about his purchase before he walked out of the store. I haven't bought a suit in the past couple of years, but, last time I checked, their prices were still reasonable for name brands. They are growing into the upscale market, however, so it would not surprise me to see maturity end the bargains that built this enterprise.

Since the first of this year I have spent over $2,000.00 at The Mens Warehouse in La Mesa, California. The two salesman I dealt with were super. Very polite and helpful. They tried to close me, but if I said I didn't care for a particular garment they accepted that and we went on to the next item.

The store manager at this location for some reason seemed to have a problem with me and went out of his way to give me a hard time on a couple of issues. I am sending a letter to the corporate office. As long as this man is managing this store I will not return. Their are four or five Mens Warehouse Stores in the San Diego region, and I will just go to another location where the manager doesn't act like a jerk.

I too had a negative experience where the manager of the La Mesa, CA store charged me to replace defective buttons, then put on new ones that did not match in color and size. He also insulted my intelligence by telling me that "no two buttons looked alike" and that there was "nothing wrong with the buttons". The manager refused to correct the situation (replace the buttons) or refund my money.

You should work for this company. The philosophies that George speaks about are actually what he believes but it's in his secondary group of executives and management where it starts to go downhill. Myself and many of the "old school" clothiers who believed that customer service was the main priority of any service company, were told otherwise by 20 and 30 year olds that didn't care about return business. All that they enforced was piling on the accessories and selling that extra pair of pants, even if it was for a funeral and the person would never wear them again. I took my store from $865,000.00 per year to $1.5 million in 12 months all due to being kind and listening to customer needs. This was not good enough. My average sales were not as high as the store that did not reach their goals. But I had more customers and knew they would return again. As a store manager, I had "0" customer complaints for 3 years straight and was eventually forced to leave rather than treat people as my Regional Manager wished. I miss it......but not him.