Business Profile

Clothing

The Men's Wearhouse

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for The Men's Wearhouse's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:11/29/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 01/12/2024
This has been resolved with the customer. Thanks,

Jay ******

Director, Digital Communications
Tailored Customer Solutions
Initial Complaint
Date:12/27/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:12/10/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 12/12/2022
issue was resolved to customer satisfaction
Business Response
Date: 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 Answer
Date: 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
Date:12/06/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 12/10/2022
Issue was resolved to customer satisfaction
Customer Answer
Date: 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
Date:11/20/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 12/15/2022
We have initiated to reach out to customer through email and call multiple times but no avail.
Initial Complaint
Date:10/31/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Answer
Date: 10/31/2022
Better Business Bureau:

Please cancel this request for the time being
Initial Complaint
Date:10/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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.
Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Husband and I both purchased the same items the same day. However, I went to return one, and asked the 20 coupon(20 off 100) be applied, and they did not. Also the prices were different 10 off the tie and 10 off the shirt. The total was 118 for one order and 80 for the other exact same items. They refunded the 80 one and I asked the 20 coupon be applied and the extra 20 10 off each item. So I was charged the 80 not the 118. They advised me to call corporate, and I did after a week they finally said they would adjust the 20 for the coupon, not match the price. Also, in store said if you call Corporate they will also send you a gift card for the inconvenience. They said no
Business Response
Date: 10/29/2022
Our customer, *** ******* , has received further details of purchase pricing and did receive the requested adjustment of $20 and $10 for a total of $30 plus applicable taxes refunded. We have also provided *** ******* with $50 store credit. We do consider this matter as resolved.
Customer Answer
Date: 11/02/2022
[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
Date:10/20/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Oder shirts online or store pick up
They said the shirts were not available
So
They had to be shipped
Went in to pickup pants I order before
And the shirt were there
Asked about the whole situation as to why
It said you did have if you had
They said they don’t know why
And told me to call corporate number for help
She said well it could be because store inventory was low…. And it takes up to ten day days
Which is also different than what it said online
So she tells me to buy the shirts at the store and return the others when I get them….
I tell her I can’t tie up
Money like that
… and there’s nothing she can do
I have to wait
Business Response
Date: 10/24/2022
Our customer , **** ****, was provided the information requested regarding her recent order number ********* from Men's Wearhouse. I have emailed **** **** on October 21, 2022 at 7:34 AM the information as well as **** **** has called us on October 20, 2022 at 12:42 PM and received a call back October 21, 2022 at 2:01 PM spoken with a supervisor during that call back.

The package from the order ********* have arrived with FedEx tracking number ******************** and marked as delivered on Saturday ,10/22/2022 at 2:27 pm . The shirts that were ordered online to be delivered were not the same item skus as what our customer reviewed in-store and had wanted to be purchased online for in-store/same day pickup and as a result of the shirts not being in the local store's inventory, the ordered items were not available in the BOPIS or buy on-line, pick-up in-store option.
Initial Complaint
Date:09/22/2022
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When planning for my son's wedding in the Houston area that took place on 9/16/2022, we reserved all of the groomsmen and groom's tux at Men's Wearhouse using reservation #********* at the Baybrook location in Friendswood, Texas. In total, there were 10+ tuxes rented and reserved from various parts of the country. Each person went in and got fitted for their tuxes. We were very disappointed to find that at least 8 of the tuxes rented did not fit (some even after alterations!) and many people had to wear their tuxes using pins or tape, and many of the pants on the men were too short! Even my son's who was the groom! When we complained, there was no time to get another pair in before the wedding. My son's wedding pictures now show him with pants on that are noticeably too short. My father (the groom's grandfather) had pinned cuffs dropping down into his food all night.

I understand that every fit was not going to be perfect, but at least somewhere close! My son weighs 205 lbs, and the original shirt ordered for him was a SMALL! He wears a LARGE/XL in most shirts. Not only are the people who measure for tuxes completely lacking skills (in all 3 of the locations used - Friendswood, TX, Mobile, AL, and Tallahassee, FL!) but the alterations people in these locations are also terrible (including the Conroe, TX location). My step-father''s coat was way too small, and the Conroe location he used said they would "fedex" him another one on the morning of the wedding, but unfortunately, we never even heard back from them!

Some guys got emails saying their tuxes were ready, but many did not. So for many, there was no option for alterations by the time they picked up the tux, and as I said, even my son had alterations, and the pants were still too short, and by the time he got the pants, it was too late to get others.
I am requesting a refund for every single groomsmen and parent/grandparent who rented a tux for the 9/16/22 event under reservation #**********

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This business has 1 alert

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The Men's Wearhouse is NOT a BBB Accredited Business.