We ordered a fully customized suit here at the end of February. Throughout the whole process of the…read moresuit coming in and needing tailored we were in contact with this store. They would call and update us on the status of the suit and we would let them know the next time we would be able to come in (we do not live locally). We were there once again in April for a fitting. There seemed to be a completely different staff each time we visited the store, but what was consistent is each visit the employees took a very long time locating my fiancés suit. At least a 30 minute wait each time. The final time we were expecting to visit this store to pick up the suit after being tailored, they informed us that they "no longer had" the suit. Which was misleading and caused major panic, being that our wedding was two months away. Come to find out that they do have the suit, however for the last MONTH it was out on the floor to sell. They told us, FOR THE FIRST TIME EVER, that they have a policy stating that "if a suit has been at our store for over 6 months with no action, it will be returned to the floor and the account used to purchase it will be refunded". So, my fiancés fully paid for and customized suit, had gotten the customizations ripped out, and was put on the floor for sale. Which all happened in June, at 5 months post purchase. Luckily, no one had purchased it yet. We were told they "might not" be able to replace the customized inner pocket, which was included in our payment when we purchased this suit. Even worse, the account had NEVER BEEN REFUNDED. We left without the suit because there were still alterations to be done, we hoped the customization could be added back again, and they believed that the account had been refunded when it had not so that needed to be straightened out before we could bring the suit home. After this experience, we ultimately decided that we no longer wanted to keep this suit. We asked the manager on shift what our options were for reimbursement once they were able to confirm that they had in fact, not refunded the account as stated in their policy. She told us that we would either have to make the two hour drive to be refunded in store, wait 30 days for a reimbursement check to come in the mail, or accept a gift card in the same amount. I thought this was odd considering it goes against what their own policy states they should be able to do. I decided to call them at a time when the store manager was there to make it make sense. She informed me that she is in fact able to refund the account, but since we had already decided to receive a check the previous day, that she would no longer be able to do so. The store manager, Dawne, was very apologetic and wanted to sell the suit to us again at a discounted price, but we had honestly run out of patience at that point and declined. I hope that this never happens to someone again, but I think it's fair to warn people of what can happen when dealing with this store.

My dad wanted to buy me a new suit while he was visiting from out of town. While we were shopping…read morehe told the salesperson that "This is a gift for my son, I don't want him to have to pay a penny. I want to prepay for everything, including alterations." The salesperson agreed. When I returned for alterations I dealt with the same salesperson. He remembered me, but then charged me for alterations. I reminded him of what my dad said. He said that he couldn't possibly have prepaid for alterations, because we couldn't have known how much the alterations would cost. I asked why he had promised that he could. He said he wouldn't have done that. He looked up the account and saw that my dad had prepaid to get the pants hemmed, but this isn't what was agreed on. He lied to my face and then denied it when he was confronted. Lying and breaking promises is unacceptable. If he had said earlier that I would have needed to pay for alterations myself, I would have happily agreed. But that isn't what was promised. I then had many other problems with other salespeople, including the manager. Never stepping foot in a Jos A Bank again.