Absolutely horrendous service on so many different levels here! About a month ago I came in the store to pickup a suit that was purchased in an order of 5 matching suits, which was arranged in advance by another member of our party for the groomsmen... Anyways upon entering the store, I waited about 30 minutes before being greeted by a young lady, who then asked about my order details and told me to wait while she find a staff member.
15 minutes passes an a young man greets me and asks me about my order info again. He gets me fitted in a suit that's the same cut, we're just actually confirming that the suit fits since it was ordered for me earlier without me being present.
After giving me the pants, he says he needs to get the coat from the fitting room. He leaves for about 20 minutes at which point I start asking other staff members what is taking so long.
They apologize and said they will find another staff, about 10 minutes passes and another young man greets me, and once again asks me for the details about my order (that's the third time I had to provide the order details). Anyways, he gets me the coat and we made some changes to my order, and I finally left the store after about an hour and a half. I cant imagine how long it would have took if I was actually picking out a suit.
About 2 weeks later pass, and I realize I haven't received my invoice in an email as I was promised at the store..I call customer service and it turns out they took down the wrong email..
On top of that, my suit apparently was somehow no longer available and they had tried to contact me by email 2 weeks prior. And even though I had not seen or responded to the email, they did not bother to call me. I spent $600 at Suit Supply (not inclduing the 4 other groomsmen suits) and they didn't even have the courtesy to give me a phone call to say my suit can't be delivered..
After escalating the issue with customer service, the rep on the phone Leiland sounded very understanding and said he will contact me in 24 hours to notify me of a possible solution after searching the warehouse inventory..It's been almost 2 days and I have not received any word from a Suit Supply rep..
As well they want to me drive all the way to their store, and pay for parking in the middle of downtown Toronto, in order to obtain my refund for the order they screwed up. I simply don't know how you operate a business when you cant get a single interaction right with your customer.
I will tell you that we are refunding at least 3 of the suits we ordered as we can no longer match the groomsmen. We also won't be looking for alternatives at Suit Supply as their customer service cannot be trusted!