A Regular Guy's Opinion - My Not So Great Experien

owthylvzx

On Friday, November 14th my Father and I went to a Men's Warehouse store in Scottsdale, AZ, to pick up our tuxes for my wedding - below is a description of the experience we had.
When we arrived at the store we weren't greeted at the door, in fact it was a couple of minutes before a salesperson peeked out from the back end of the store and said, "Hello, I'll be with you in a minute". Actually it was about 5 minutes before he came out to assist us.
I informed the salesperson that my Father and I were there to try on and pick up the tuxes for my wedding the next day. The salesperson went into the back, located the tuxes and brought them out for us to try on. He informed us that we'll want to try on the shoes, pants, shirt and vest - he'll help us with the jacket and we'll see how it all comes together. He opened the changing room doors and helped another customer for the next 15 minutes while we stood there waiting (to the salesperson's defense, the customer he was dealing with was pushy, petty and rude). Still, my Father and I stood there waiting for someone to help us for 15 minutes - during that time no one said a word to us; in fact, it was almost like we were being ignored.
The salesperson, while only 10 feet away, didn't even acknowledge that we were standing there (aimlessly pacing back and forth), he just kept on helping the other rude customer. No apology for being tied up, no offer of a bottle of water while we wait, he didn't ask for someone else to help us and didn't even an acknowledgment that it's taking longer than it should - nothing.
After about 15-20 minutes my Father and I gave up on the salesperson and we tried the coats on by ourselves. I remember him saying, "This is ridiculous, I am waiting 15 minutes for a guy to put a coat on me." It's important to note that over this span of 15 minutes the other salesperson in the store passed us 5-6 times without inquiring if we needed help (despite the "I need help look painted on our faces") - also noteworthy was that he was not working directly with a customer at the time.
Seeing me unsuccessfully wrestle the tux to get it back into its garment bag, he finally stopped and asked if we needed help. He gruffly took the shirt and vest from me, repositioned them in the bag, gathered by Father's tux and swiftly took both to the front of the store to be checked out. As we headed up towards the front of the store, I noticed we passed our original salesperson by no more than 5 feet, the salesperson could clearly see us but said nothing - no apology, no "I am glad were able to get someone to help you" - nothing.
The second salesperson checked the tuxes out at the front register without uttering a single word to my Father or me, he quickly came around the corner gave us the tuxes and insincerely said, "Thank you". That was our experience.
As we left the store my Father remarked that he initially went to a Men's Warehouse in Ohio and received outstanding service but was shocked at the lack of customer service and friendliness from these two salespersons.
In participating in other weddings I've visited other tux shops and have always found it to be a joyous, fun occasion - the salespersons were friendly, helpful and even jovial - they know they are helping to create memories for the groom and his groomsmen.
Sadly, the memory I'll have in picking up the tuxes for my wedding is one of disappointment and frustration, when it should have been an enjoyable experience - I will never go into that store again. It's my hope that other grooms won't have the same contemptible experience that I did.
The Men's Warehouse Reply and My Reaction:
I received an email (not a personal phone call but an email) from customer relations a couple of days later, here's what it said, "Thank you for your e-mail. I apologize for your experience at one of our store locations. I called the store and spoke with the operations manager to make him aware that customers have come into the store and not received assistance with their tuxedo pick up. He apologized and assured me that he, the manager, and the assistant manager will review this in their meeting with the other store associates to make sure we are taking care of every customer who comes into our store locations. Thank you for making us aware."
Are you kidding me, that's it? Even McDonald's will give you a free apple pie when their food is bad...in this case, these guys ruined what is supposed to be one of the happiest memories of a wedding and all they have to say is, "Sorry, we'll look into it." This reminded me of a post from Seth Godin called, "Thanks for calling, please go away" - Google it and you'll find a similar case of the corporate brush off...which is what I got from these guys.
Am I asking too much or is there just an astounding lack of accountability and sincerity here? That's an easy call for me, but you make up your own mind. If you were the groom and this happened to you, would you be satisfied with how the Men's Warehouse has handled this?
The owner of the Men's Warehouse says, "You're going to like the way you look, I guarantee it." I suppose that does hold water - we did look good, it's a shame that policy does apply to how you're going to feel.
It's important to note that not all Men's Warehouse stores will be this bad, you may get lucky and find a good one. I just wanted to share my experience, as well as document how their corporate office will handle your complaints if you have one.
PS - Coup de Grâce here is that the operations manager the customer relations refers to in her email was one of the two salespersons that "helped" us in the store, so I suspect very little will be done...
For us, Halloween was here. Some of the older folks were concerned about tomorrow night, which was really Halloween night. We had been told, "Tomorrow night you are not leaving this house." The story was the same with all of us. There was a conspiracy among the older folks. They had it in their heads to spoil our tricking,D&G jeans, but our plans were already made, and we had taken what our folks had said into account. We would do our tricking on this night, the night before Halloween and forget about the treats of tomorrow night.Our plan was for all of us to get out of the house as quickly as we could after supper. If your folks raised suspicions, then you were to sneak out before supper. After all, what is a meal missed when the fun of Halloween was about to begin?
Just before supper, Wizzer gave our signal then hollered for me from outside the kitchen door just like we had planned. Mom never could say no to Wizzer. I had never told Wizzer about this, but one day I had heard Mom say that she felt sorry for him, what with him being a change of life baby and all. It wasn't my intent to spy on her. This particular conversation was overheard at one of her gabfests with her friend Julia. I was only trying to do what I had been trying to do with no luck at all for as long as I could remember. Namely, it was to see Mrs. Wetzel sleeping and doing something that took some watching and being careful. Just now, they was pitting and peeling peaches and getting them ready for canning.