Jos. A. Bank - Reviews and experiences

I first noticed their "Reserve" line in the mall window while out with my brother. It looked sharp, so I suggested it to a coworker later, and figured I’d try it myself for a wedding. Big mistake. The suit sticker said close to $1,200. The first fitting already felt off. The pants were ordered too small. The jacket sat weird on my shoulders. I left thinking OK, they’ll fix it. I went back. And back. Alterations, fittings, more fittings. At one point they told me to take the suit to the wedding as-is and they’d remake the jacket afterwards. That was the first real red flag. I didn’t want to look sloppy in front of family. I brought the jacket back for a remake. The manager re-measured me. Two weeks later the “new” jacket arrived. Worse. The collar rolled oddly. The lapel pulled so there was a three-inch gap across the chest when buttoned. There was a deep ripple on the shoulder seam, like a stitch had been tugged wrong. The tailor tried to explain, but the faults were obvious on inspection. I’d spent hours in this shop at that point, and I’d lost patience.
The moment I knew I was actually satisfied — and it surprised me — was when the staff finally offered to take the suit back and refund me in full, no hassle, and on top of that they added a $150 voucher and even offered the suit free if I wanted it, plus a third jacket made oversized so a proper tailor could rescue it. That was unexpected. I’d gone in planning to argue and leave with nothing. Instead they tried to make it right. I didn’t take the free suit. By then I didn’t want another hassle. But getting the refund and the voucher felt like someone finally admitting they’d messed up and doing something concrete to fix it. Relief set in. It wasn’t perfect satisfaction, but it was something.
Then the story turned odd again. I got a call a week later saying my jacket was ready. I went back, and the employee came out empty-handed to tell me the suit couldn’t be released — it had become store property and I needed to bring the pants and vest before they’d hand anything over. That wasn’t communicated when they called. It left a bad taste. Overall I probably spent eight hours and close to ten visits dealing with this. Some staff were brusque or dismissive. The “custom” label is misleading — they took basic measurements, not what I’d call full custom. You’re probably better off buying a cheaper suit and spending the extra on a skilled tailor, or going straight to a true custom clothier. If you value your time, that’s the smarter route.

I just ordered some shirts online and they sent me the wrong size. I returned it for an exchange, but instead of sending the right size, they just credited my account. I'm really disappointed with the terrible service.

I ordered this shirt online thinking it would be perfect for an event I've got coming up. But when it showed up, it was not only the wrong size, but it had a huge gash in the collar, like someone took a box cutter to it. I tried giving them a call to see if they could sort it out, only to be told I had to haul it back to the store. So now I gotta spend 45 minutes driving back there, returning it, grabbing a refund, AND trying to hunt down another shirt for my event. Kinda frustrating, eh?