Complaints

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:03/12/2025

  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 am filing this complaint due to the complete lack of response and resolution regarding my husband’s personal tuxedo jacket, which was mistakenly returned to Generation Tux after our wedding on New Years Eve. Despite my initial inquiry and confirmation that the package was received at the company’s warehouse, I have received no meaningful updates on its status. This tuxedo jacket holds immense personal value, as it was what my husband wore on our wedding day. Beyond its monetary worth ($3000), it carries deep sentimental significance. The company’s failure to provide timely updates or demonstrate urgency in handling this matter is extremely frustrating and unacceptable. To make matters worse, our overall experience with Generation Tux was already unsatisfactory, and this issue further reinforces our disappointment. It has now been over two months, and despite multiple follow-ups, we still do not have a resolution. At this point, we are demanding immediate action. We expect a clear and thorough update on the jacket’s whereabouts and a concrete plan to return it to us. If we do not receive a satisfactory response, we will be forced to take further action. Desired Outcome: • An immediate response from the company with a clear update on the jacket’s status. • A resolution plan, including steps to locate and return the item as soon as possible. • A formal apology for the lack of communication and prolonged delay. We hope the company will treat this matter with the urgency it deserves and provide a prompt resolution

  Business Response

  Date: 03/25/2025

  Generation Tux has exhausted all efforts in attempting to locate the missing item. After months of searching, we are under the impression the item was not returned here in error.

• Initial Complaint

  Date:02/03/2025

  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.

  We rented 3 suits for my daughters wedding from Generation Tux. Two weeks after the wedding I was charged $200 for apparently not returning my sons pair of pants. I can assure you I did. There were four other wedding party members that received emails about missing pieces. One groomsman was also charged. This has been a customer service nightmare. I’m still waiting to be credited the $200.

  Business Response

  Date: 02/12/2025

  The $200 replacement fee was refunded to the customer on 1/30/25.

• Initial Complaint

  Date:01/29/2025

  Type:Billing 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 suit from Generation Tux for a Wedding January 4th and I returned everything in the way they had asked on January 7th. I received an email the same day saying thank you for the return and that they got it. I then received an urgent email saying that I will be charged $200 for missing garments even though everything was returned and I cannot return anything else because I no longer have it in my possession. This appears to be a reoccurring issue for this company as well.

  Business Response

  Date: 01/30/2025

  Upon further investigation, the garment in question was recovered. The customer was not held responsible and no charges were issued.

• Initial Complaint

  Date:01/29/2025

  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 suit for a wedding in January of 2025. All items were returned the items in the packaging provided on 1/07 and tracking confirmed the items were received by Generation Tux on 1/10. 17 days after receiving my return I received an email stating my pants were not returned with everything else. I doubled checked everything was in the bag and had my wife check as well before shipping everything back. They are trying to charge a $200 replacement fee when the entire rental was only $175. I called customer service and was advised to search my house, pay the $200 or purchase the pants for $50 instead. There is no-way for a customer to protect themself from this happening, it is their word against yours. I wish I took pictures. They told me I had 48 hours to return the pants or they will charge my card on file. I no longer have them as they were returned and there is nothing I can do to further prove this to them. There are countless reviews online of them trying to say the same things about customers not returning items but then after several complaints and official reviews the items are “found” after they go back and look. I am hoping they will relook and find the returned pants. It appears this company is attempting to make additional profits by charging their customers for articles that are not replace or damaged as some other complaints are stating.

  Business Response

  Date: 01/30/2025

  Upon further investigation, the customer was not held responsible for the delinquent garments, and no charges were issued.

  Customer Answer

  Date: 01/30/2025

  
  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,
  
  **** ********* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/02/2025

  Type:Billing 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 tuxedo from Generation Tux for a wedding earlier this December. I returned ALL garments through UPS on the 20th and they received them back on the 26th. They claim I did not include the pants in the return when I know for a fact that I did and have since charged me $200 as a replacement fee when the same pants can be bought for $75 from their website. There are plenty of users of this service that have voiced their concerns over the same problem of being charged exorbitant amounts for items not worth that value, when the items were never missing in the first place, for example: **********************************************************************************************************  I emailed them a photo of the receipt to indicate that I had sent everything and they still claim I did not. I cannot prove that I did in fact send all items when I no longer have them, I have little to no recourse. They do this to many people, lie about returns and overcharge them.

  Business Response

  Date: 01/02/2025

  After further investigation, the garments were returned to our facility. The replacement $200.00 replacement fee was returned to the customer.

  Customer Answer

  Date: 01/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22752777, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/04/2024

  Type:Billing 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 suit through Generation Tux for a wedding on October 25th 2024. I returned all of the rented items to Generation Tux in their supplied UPS mailing bag on October 28th, within the required return window, and received confirmation that the items had shipped. On December 3rd, over a month after the items were shipped, I received an "Urgent" email stating that they had not received the pants from my rented suit, and that my credit card would be charged $200 for the missing item if they were not shipped within 24-48 hours. I obviously cannot ship the pants again, as they were in the original package as the rest of my items. From reviews on this site and elsewhere, it appears that this is a common failure on the part of Generation Tux. I reached out to the company stating that I believe this charge to be a mistake, but based on their message I expect them to attempt to charge my card anyway. I should not be held responsible for a clear pattern of poor inventory management on the part of Generation Tux, if indeed this is not an outright scam.

  Business Response

  Date: 04/16/2025

  ******
  

  
  

  This customer was not charged for the missing pants. The pants were never recovered. 

  
  

  Thanks,

  
  

  ********

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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 suit and pants for a wedding on September 16th for a wedding on October 19th. I returned said order on October 22nd. A month later on 11/29/2024 I was sent an email stating that I had failed to return items and that they would be charging me a 200$ fee for this. I called their customer service line and was told that I would need to double check and that they would put a note on file to not charge for a few days. I informed the representative that their company made a mistake, the representative said that they would be unable to talk to their return team as they are a separate department which was very odd that they didn’t have better communication between departments and could only communicate through notes on a file. All items were returned as instructed and now they want to charge me for their own errors. Any further charges would be and are Fraudulent.

  Business Response

  Date: 12/04/2024

  After further investigation, the customer was not held responsible for the missing item and no charged were issued. 

  Customer Answer

  Date: 12/05/2024

  
  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,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/08/2024

  Type:Billing 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 tuxedo from Generation Tux in early September for a wedding on 9/20/24. All of the items were sent back to Generation Tux on 9/23/24 to prevent any fees in delayed returns. I received an email stating that the return had been received without issue. Today (11/7) I received an email stating that the shoes were never received and if not sent in 24-48 hours I would incur a $200 fee. Not on did I return the shoes, the shoe size claimed to not have been retuned was incorrect (8.5 when I wore and retuned a 9.0) and I received an email confirming that all items had been returned over a month ago. I have reached back out to the company to inform them that I believe that this is a mistake. Based on a history of other complaints made I expect they will try to get $200 out of me which is fraudulent and stealing. I plan on reaching out to my credit card company to make them aware of the situation and will monitor for any false/fraudulent charges from this company. I would not recommend them to anyone.

  Business Response

  Date: 11/11/2024

  After further review, the customer was not held responsible for the item missing from his return, and no charges were issued. The customer was notified via email on Thursday, 11/7/24.

• Initial Complaint

  Date:10/22/2024

  Type:Billing 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.

  Rented tuxedo from Generation Tux, and returned all items as required. A little over a month later I get an email saying they’re going to charge me $600 in 48 hours unless I return the suit. I called the company and explained to them I returned all the items in the return bag the company provided. The bag had a strong seal. The employee told me he’d reach out to the returns department and they’d send me an email. 10 minutes later I get a call from a returns employee saying the suit coat was the only item missing and it was $600 if they couldn’t find it. How is only one item missing? One of the other groomsmen also received a email notifying him items were missing. After looking into the subject further, I saw on a few Reddit forums that this was not a lone occurrence. Multiple people stated that they were charged months later saying not all items were returned.

  Business Response

  Date: 10/27/2024

  The $600 damage fee was refunded to the customer on 10/24/24.

  Customer Answer

  Date: 10/28/2024

  
  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,
  
  ******* ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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 suit for a wedding held over Labor Day weekend in 2024. Following the event, I promptly returned all items on September 3rd using the prepaid plastic bag provided by the company. I dropped the package off at UPS, and it was confirmed delivered on September 4th. I even received an email from the company thanking me for the return and stating that everything was in good condition. However, on 9/25/2024 - more than three weeks after the return - I was notified by the company's return department that I’m being charged a $75 damage fee. They claimed there was a tear located below the right rear pocket of the pants. I am confident that the pants were returned in the same condition I received them - completely undamaged. There were no issues before, during, or after the wedding. The company has not shown any evidence that I caused the damage. It’s also entirely possible that the damage occurred during transit or handling, considering the flimsy plastic bag they provided for returns. Additionally, the $75 charge for such a minor repair seems unreasonable and excessive. I believe this charge is inflated, especially given how easily and inexpensively a small tear could be fixed. What concerns me further is that many other customers have reported similar experiences - where they were unexpectedly charged for damages weeks after returning their items, as seen on the Better Business Bureau website and other online platforms. Under these circumstances, I feel that I’m being unfairly blamed for damage I did not cause. I value honesty, and if I had been responsible, I would have no issue paying the fee. But in this case, I believe I’m being wrongfully charged, and this feels like an attempt to take advantage of customers.

  Business Response

  Date: 09/27/2024

  After careful review, we have reversed the decision regarding the damage to the items. Additionally, 
  we have refunded $75 for the damage charge. However, this charge is not unexpected, as it is covered in our terms and conditions. We value our customers and aim to provide a great experience for every member of the party.
  
  

  Customer Answer

  Date: 09/30/2024

  
  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,
  
  ***** **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.