I've had only good experiences here. John was particularly helpful and I worked once with a woman (can't recall her name) who was excellent when my son was buying his first suit.
The tailoring thing is weird -- I was told by more than one Jos Banks employee that they have to charge for tailoring, period. No problem, considering I bought three really nice suits for $800 after tailoring.
I do think they are sometimes understaffed, but that's retail these days...sadly.
P.S. I accidentally left a shirt I bought on the counter during one visit. John knew where I worked and dropped it off on his way home. Hence the five stars.