Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a tux and associated items for $258 (before taxes) for an October 19, 2024 event from Black Tux (* Tux). On Oct. 22, before I had to return the tux and associated items, * Tux sent me an email stating: Keep the things you love, and well apply what youve already paid to rent toward the price to to buy the item(s) youd like to keep. So I decided to keep all the items that I had rented. The email showed the prices to buy each of the used items. The total purchase price for these was $365 (before taxes). So based on the offer email, I was expecting * Tux to credit the $258 (plus taxes) that I had paid to rent toward the $365 (plus taxes) price to buy those used items. * Tux charged my credit card the purchase price but did not credit the amount that I had paid to rent. So after a few weeks, I telephoned and then exchanged a few emails with * Tux regarding the promised credit for the rental amount that I had paid. In these various communications, * Tux denied that they owed me the credit of the rental cost despite the straight forward promise to do so in their email. Instead, * Tux offered 25% of the rental amount ($69.33) to settle the matter. I rejected that offer and on Nov. 26, despite me requesting them not to do so, * Tux credited my credit card $69.33. I sent a check in the amount of $69.33 to * Tux on Dec. 13, again rejecting their offer. On December 19, a * Tux representative sent me an email stating in part: while I understand you are not in agreement with this solution (crediting me $69.33), my decision remains the same and I will be closing this communication. On Dec. 20, I sent an email to this * Tux representative, again advising him that I reject the settlement offer and had returned the $69.33. Since then I have not heard from * Tux. The * Tux offer email to credit the rental cost toward the purchase price is clear, so I am requesting that * Tux credit the amount that I paid to rent toward the purchase price that I have already paid.

  Business response

  01/22/2025

  Hi ****, 

  Thank you for providing your feedback. Confirming our team followed up to your email to resolve this matter.

  Please respond to the email for any additional questions or concerns. 

  Best, 

  The Black Tux 

  Customer response

  01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business that was made in a separate email to me in reference to complaint ID ********, and find that resolution is satisfactory to me. I would note that Black Tux did not agree to this resolution until after I filed this complaint with the Better Business Bureau. So thank you to the Better Business Bureau for offering this process to consumers.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a rental suit on 8/17/24 for a wedding on 10/19/24. The suit was supposed to arrive 10 days prior to the event. The wedding is now in 7 days and they have not sent me my pants for the suit because they say they dont have the pants available and they do not know if/when they will. This is a suit for a wedding party so I cannot just go out and get another suit as I need one that matches the rest of the groomsmen. **************** is not helpful and phone wait times are ******************************************************************************************************************* stock.

  Business response

  10/17/2024

  Hi ****, 

  Thank you for providing your feedback. We're truly sorry for the inconvenience caused by the order delay and the initial issues with your shipment.
  

  I can confirm that the pants have been delivered. We acknowledge the oversight in not having your full order shipped on time, and a partial refund was processed to your credit card by our team. Please allow 7-10 business days for this to reflect in your account.

  We apologize again for the inconvenience. If theres anything more we can assist you with, please dont hesitate to reach out directly to the email thread.

  Best,

  The Black Tux

  Customer response

  10/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company advertises your suit, and your groomsmen suits to arrive "10 or more days before your event". 10 days before my wedding, myself (the groom) and 5 of my groomsmen had received no tracking number and no information regarding their suit shipping. This guarantee is a completely false claim. When I called I received the worst customer service possible (Besides ******* who was helpful). I was told that our order hadn't shipped because they did not have enough bow ties. I was told we could wait longer to see if rental ties arrived or I could change my wedding look. Two completely unacceptable resolutions. I was also told their company did not reach out to notify me because they did not "want to stress me out". This is unacceptable. Finally afters hours on the phone and speaking to the supervisor ******, I was able to get the 6 suits shipped, albeit late. My suit arrived. Jacket/Pants/Shirt all did not fit. I was told SPECIFICALLY that if the fit wasnt to liking they would do right by me and overnight replacements to make it right. I am writing this as I wait on hold. I was called and told that my replacements will not be overnighted now and I will have to wait until Monday. Lied to and false claims by the company again. This company needs to be investigated for false claims and I truly believe our entire wedding party's order should be refunded for this pathetic service. Even without a refund, I implore the BBB to investigate this company for false claims. False claims involving an event so important such as a wedding is inexcusable. I still have no resolution and pray some replacement shows up. I hope no customers ever use this company again.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  The company charged me and did not place my ordered. When I called they said they see the charge and it would take 7-10 business days to reverse and I can simply purchase the order again.

  Business response

  07/31/2024

  Hi ******, 

  Thanks for reaching out and we're sorry to hear about the trouble when placing the order. We see you've been in touch with our customer care team regarding the payment issue.

  We're confirming the payment was not processed and it is a pending charge that will fall back into your account within 7-10 business days or dependent on your bank institution. If you have any questions regarding the pending charge, we recommend contacting your bank for further insight on it being unsuccessful. 

  Please don't hesitate to reach out if we can help with anything else. 

  Best,

  The Black Tux

  Customer response

  08/01/2024

   
  Complaint: 22069095
  
  I am rejecting this response because:

  You did not address the issue of how your answer to resolve the issue is to simply charge your card again or try another card especially since the original charge you charged me is still reflecting on my account, I understand it falls back to my bank. But your response sounds like scam/fraud to me. Would you double charge your card and hope the original amount falls off?

  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company did not fulfill obligation for tux for my husband for our daughters wedding. Had to go find a suit the day of wedding and missed all the day off festivities because of this. Funds were refunded for the tux that was partially sent, but their only explanation was that they didnt Have the shoes so they didnt send the jacket. My daughter bought cufflinks foe her dad to wear that were personalized with the date of her wedding and a special note that he was unable to wear because he had to purchase a shirt that would go with the suit. The only thing we are getting from this company is im sorry but we cannot reimburse for anything other than the tux.This is so wrong on so many levels and they need to reimburse us for a suit that we shouldnt of had to go purchase.We are beyond frustrated dealing with this company and so devastated that the parents of the bride were unable to be there for her.

  Business response

  05/24/2024

  Hi *******,

  Thank you for providing your feedback. We are very sorry to hear about the recent experience and take full responsibility for the mishap here with your husband's order. 

  We certainly dropped the ball here and acknowledge the added stress caused by having to locate another outfit elsewhere. We aim to provide a smooth and seamless experience and we sincerely apologize again that this was not the case here. 
  
  We are confirming the refund has been issued and hope your husband is willing to give us the opportunity to provide The Black Tux experience we pride ourselves in. Should he give us another chance, we've left the appropriate notes on his account regarding a future rental on us. 
  
  Please look out for an email from our team confirming the refund and future rental. 
  
  Best, 
  The Black Tux

  Customer response

  05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Formal complaint about The Black Tuxs rental agreement and refund policy. I ordered a tuxedo rental on April 7th, 2024 for an event on May 21, 2024. I canceled this rental on April 27, 2024.Although within the 21 day return window, this was not within the 45 day window required for a refund. This language is not immediately apparent in the rental agreement. Thus, even though my rental has not yet been shipped, I cannot get me money back.Furthermore, 45 days is an obscenely long requirement for a full credit refund. In fact, my order would never have been eligible for a refund under this policy.It is a ridiculous holdover from the pandemic era that has no place today. It takes advantage of customers.

  Business response

  04/30/2024

  Hi ********, 

  Thank you for providing your feedback and we apologize for any confusion regarding out rental agreement and refund policy.
  
  The ********************************************************************************************************************************* advance. If a customer places their order within the 21 window, orders are eligible for an account credit and the same would apply to a rush order placed within a shorter timeline. 

  We can confirm a full refund was issued by our team back to your credit card on file. Please allow 7-10 business days for it to reflect. 

  Thank you again for the feedback.

  Best, 

  The Black Tux 

  Customer response

  05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have returned my sons personal suit in one of your black tux boxes. I have been reaching out to their customer service, but thus far have received no help. Can you please message me and can someone possibly help me. This was my mistake, but I need to get my son suit back promptly for another wedding. of course I will pay the shipping. Just need someone to check this out with lost and found and what was in the package I sent back. Please help! Thank you! ? Nobody has followed up to help after several calls! Our mistake but horrible customer service

  Business response

  04/09/2024

  Hi Don, 

  Thank you for reaching out.

  We see our team submitted the lost and found request and we are awaiting to hear from our warehouse if this was located/found. We acknowledge the frustrations and will be following up once we hear from our warehouse team. 

  We will follow up to your email on file associated with your order with any updates on whether the suit was found or not found. We appreciate your patience as our team looks into this. 

  Best, 

  The Black Tux 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was part of a wedding for 9/10/21: the wedding was canceled on 9/9/21 : the wedding party rented the tuxedos from (The Black Tux,Inc): My tuxedo was returned on time and I asked for a refund: they said in order to get a refund the tuxedo had to be returned 45 days before the wedding: on 6/16/23 i received an email stating that Im going to lose the $260 that I spent for the rental if I dont use it: I didnt cancel the wedding and there is nothing in that store I need and I just want a refund:

  Business response

  07/13/2023

  Hi *****, 

  Thanks for reaching out! We took a further look into this and see our customer care team issued a full refund back to your credit card on file on June 25th, 2023. The reimbursement typically takes around **** business days to reflect. 

  If there is anything else we can help with, please don't hesitate to reach back out to *************************************. 

  Best,

  The Black Tux

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Admittedly, I placed an order for a tuxedo rental with a tight turnaround. I placed the order on 9/2 for an event on 9/10 -- I understand this is quick however the company charged me a $40 express fee, acknowledging that they could still deliver my rental on time. I live in the largest metropolitan area in the country so I wasn't particularly worried about delivery times, and was told I'd receive on 9/6. I did not receive anything (or tracking) and on 9/7 I called customer service. After customer service could not locate the tracking they said they'd call me back -- in between the 2 calls my tracking was miraculously located and the package was noted as delivered in that very same time window between the calls -- however that was incorrect and no package was delivered. They immediately said they'd send out a replacement to arrive by 10:30am on 9/9, this is cutting it close but I obliged. By the end of 9/8 I had yet to receive tracking and after multiple phone calls or emails I was told it did not go out, and I'd now receive on the morning of 9/10 but STILL received no tracking. I then asked them to cancel my order and received no response. This entire business is very shady, and I wish I had read reviews prior to ordering. Their ********* and BBB are flooded with complaints, and it seems many people are in the same boat as I am. I was charged $250.62 and have yet to receive any of the services promised by the Black Tux and want this refunded.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/09/09) */ Hi *******, we are showing your cancellation request was responded to this morning at 9:55. Your order has been cancelled and a full refund provided to your card on file. Unfortunately there was a technical error in our shipping department that caused orders to be shipped ground or not go out at all, instead of overnighted as requested. We are working to resolve that and get those orders out as soon as possible. We have recalled your package so it will not be delivered to you as requested. Feel free to reach out to *********************** if you need anything further.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********** ***** ******* (*******************). Rented his tux from the Black Tux back on 7/22/22 (order #: XXXXXXXX)************************* He was under the impression based off their website that he would receive a fitting prior to receive his tux so that the tux would fit. We has had 2 fittings canceled last minute due to staffing issues at the black tux in the ****************** *********** is on 9/17 and they rescheduled him for a fitting on 9/5 which will be too late in the event that it doesn't get cancelled.********** received his tux in the mail this weekend (they guessed his size off of a style quiz he took online) and it does not fit. We are not pros in tuxedos so we have no idea how to say what doesn't fit (hence why he needs a fitting with someone who knows what they're doing). I called the customer service line today and they told me that he should just tell them what doesn't fit and they'll send him a better fitting option (again we don't know what doesn't fit). Or just hope the apportionment on 9/5 doesn't get cancelled and that the tux will arrive on time. This also doesn't take into account ****************** have been having a terrible time trying to get appointments as well. I need the black tux to schedule a fitting (as promised on the website) for my ********************** ASAP and not cancel it.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/09/02) */ Hi *****, Thank you for providing your feedback. We apologize again for the showroom cancellations and as mentioned we have had staffing issues leading to these cancellations in real time. Our team does their best to be transparent and assist with rescheduling if there is a time and date available that works for the customers. Both our customer care team and customers have the same visibility when viewing the available appointments on our website. We do see this was escalated to our team and an account credit was issued for the trouble. Showroom appointments are not required to rent with us and our replacement process is in place for customers to requests new sizes if there are any fit issues. Orders ship to arrive 10 days prior and if anything is fitting too big or too small, we are happy to send the new sizes needed. Replacements can be requested through the customer's account online, by email, or by calling our support line. If the customer feels comfortable, they have in the past sent photos of how the current suit or tuxedo is fitting to best recommend the next size up or down. We are here to help and want to reassure there is enough time to send replacement sizes ************************************************************ If you have any additional questions or concerns, please don't hesitate to reach out to our customer care team at ************************ Best, The Black Tux

*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. ↩