ComplaintsforTuxedo Den

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally scheduled my wedding back in 2020 but had to postpone it to 2022 due to covid. groomsmen were booked on 4/9 to do their fitting for our 5/14 wedding. i called a week before the wedding to check and was advised they will call the week of. i called again on 5/9 and was told it might be ready weds or thursday, reason was because they are busy due to prom. i called and texted them back on 5/12 and got a response that it'll be ready after 2pm. one of the groomsman came by 4pm, waited for 30 minutes and was told it is not ready. he had to rush back to our rehearsal and came back at around 6pm to Tuxedo Den. they were given the suits but was not even able to try it on at the store. when they took it home, 3 of the groomsmen suits had problems. it was either too loose or too tight. they came back Friday, 5/13 at around noon and was told again to come back at 6pm! they kept telling her that the wedding is next day and this should've been ready. there was also a point when she told them to come back saturday. SATURDAY IS THE WEDDING! the last groomsman came in in the afternoon and was and waited until after 7pm, was given the suit but she did not even let him try it on. when he got home, the buttons on the white dress shirt were missing especially the cuff part. i have been also trying to call the store but nobody picks up so i ended up calling ******* location and was provided with number of **** to contact. i have left 2 voicemessages and also text messages but no one has ever checked back nor followed up. this company is unreliable especially the employee who gave us all the run around and making them come back multiple times which was very inconvenient and unprofessional. I have also posted a Yelp review on 5/15 but nobody acknowledge or has given me a courtesy call. this store does not show empathy to their customers. I almost did not have the suits for our groomsmen on our very special day. I cannot stress out enough how disappointed and upset our party was

  Business response

  06/04/2022

  Hi BBB,

   

  I am not sure why ****** is submitting an issue about the wedding experience since she spoke directly with ******* the day before her wedding about the guys sizing and alterations, but this is what I know happened:

   

  1.  Yes, it is prom season.  and most brides do not understand that alot of our clothes are rented out every week and we have to wait for them to be cleaned and turned around for the following week.  During prom it takes a bit longer because of the volume of clothes.  And, by a bit, I mean maybe 1 day.

   

  2.  As the people come in to try on their clothes, they may need alterations, or new sizes altogether.  We try to take care of those alterations same day or next day depending on the alterations and volume.  In this case, because ****** was worried about the suits, her wedding was made a priority and alterations were done ASAP.  instead of having some of the come next day, they came late the same day so we could fit in alterations through out the afternoon evening.  

  3.  ****** spoke directly with ******* about her wedding party and she did not express any issue to her other than she wanted to make sure her party was being taken care of.  ******* assured her she was prioritizing them and was taking care of them as they came in and accommodating them.  ******* said the conversation was good and no sense of ****** being upset other then a concerned bride.

   

  4.  I was working the ********* location and not in **********, so communications for ********** were going directly through *******.  ******* is also our head seamstress that takes care of all alterations, so she handled all the garments for them.  For 1 specific groomsmen, it was a very difficult fit for the suit they chose, and we had to make the clothing work for the wedding, but we let the person know we were doctoring the suit as best as possible ahead of time.  When I spoke with ******* regarding the wedding, she explained to me how she spoke with ****** and that the conversation was "chill" versus what she expected based on me asking why ****** had tried to text me when I was in *********.  

   

  I do understand that weddings are stressful, and if her people felt they were not helped or taken care of, I am very sorry for that.  BUT, her group was made a top priority and as they came in, they were helped with all their garments and everything was altered accordingly before the wedding.  During prom season, and especially this prom season post pandemic, our whole industry is slammed with a back log of 2.5 years of weddings and special events.  Along with being understaffed, it has been a challenge, but we have dedicated ourselves to stay late, arrive early, and accommodate anyone and everyone when needed.  We want to see our special events go off with success, love, and happiness.

   

   

  Customer response

  06/06/2022

  I am rejecting this response because:

  'I am not sure why ****** is submitting an issue about the wedding experience..." - i will tell you why. i tried communicating numerous times. left text messages, left voice messages, even contacted Yelp. and no one has ever reached out to me to LISTEN to my concerns. so if you are still 'not sure' as to why i contacted BBB, ask yourself if i received any response or empathy regarding my concerns?

  1.i do understand you rent out suits, that is the main reason why we chose your store.by 1 day? take note, i had called a week PRIOR to my wedding.

  2.i don't think you understand the definition of PRIORITY. take note, i texted since 5/3 to follow up, first at 8:54 am, then 1:14 pm same day. next text i sent was 5/11 at 11:01am and that is when i got a response. i texted again 5/12 at 12:19pm and i was told to come in after 2pm.they came in between 4-5pm, nothing was ready and was instructed to come back after rehearsal.

  3.FYI i texted ******* to take care of the suits on 5/13 (a day before wedding) at 2:37. i did NOT get a call until later in the afternoon about 6pm.i did express my concerns via text message. should i had expressed my concerns by communicating rudely to your employees? would it fix a situation that i cannot control? when YOUR business had the control over it? would'nt you rather have a client who is calm and collective and find a resolution to the problem?

  4.If you were working at the ********* location, did you not have access to your phone? i left text messages and voice messages as well. but, no one reached out until i reported to BBB. are you not aware of proper etiquette in customer service? AGAIN, the "chill" response you received from me is because i did not want to escalate this major issue a DAY before my wedding.

  
  

*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. ↩