After Hours Formal Wear Complaint - Terrible Customer Service
CONCORD, NORTH CAROLINA -- Stay away from After Hours Formal Wear unless you like to be treated like dirt. I was measured for a tux 3 months before a wedding. The clerk never informed me of the measurements she recorded. Since they are suppose to be the "experts" I just assumed the clerk was competent enough to measure me correctly. This past Thursday, I went to pick up my tux for Saturday's wedding and found out the clerk measured me for a 42 waist. I am only a 36 waist. The pants looked like balloon pants from the 1980s. The store manager of the Carolina Mall After Hours in Concord, NC was rude and showed absolutely no care or concern for the mistake. She never apologized. I questioned about the clerk not letting me know the size measurements and the store manager very roughly replied it was not After Hours policy to do that. I asked for a small monetary adjustment and she replied it was not After Hours policy to make adjustments to orders. I told the manager I would contact her boss to share my concerns and she VERY sarcastically replied oh I'll write his name and number down for you to call. When I got to my car I used my cell to call. The operator at the main office said the extension and name I was given was wrong. The store manager obviously gave me wrong contact information. I called back in a few minutes to lodge a complaint with the customer service department. but I only got a voicemail to leave a message. The box was full so I could not leave a message. I was disconnected. What kind of customer service is that? I called back and the operator transferred me to customer relations. Again, I only got a voicemail but this time I was able to leave a message. About three hours later a very rude lady called me back identifying herself as a customer service rep from After Hours. I instantly realized this lady was not interested in hearing my concerns or terrible experience in the local store in Concord, NC. She simply insisted on telling me how she felt I should feel in all of this mess. She seemed to gain great enjoyment from arguing with me. I even asked her about the policy on letting customers know the measurements recorded at the time of fitting. She also stated that letting customers know their measurements was against After Hours policy. Why? In my case, I could have avoided this whole mess if I had known the clerk put me down as a 42 waist. Anyway, this so-called customer service rep did not apologize to me either. I was just floored at the poor customer service I was receiving from the "experts" in the tuxedo rental industry. Finally, I was tired of arguing and trying to explain my concerns. The customer service rep agreed to "drop ship" the correct tux pants to my wedding location. I was to be very busy with wedding stuff and could not drive to a local After Hours to pick up pants. I found it interesting that the rep told me that the store manager should have offered this to me because drop shipping correct tux pieces was standard and common. #1, the store manager at the Carolina Mall After Hours was NOT about to go the extra mile and drop ship me anything; and #2, looking back, if drop shipping correct tux pieces is so common that means After Hours makes A LOT of mistakes. (HUGE red flag!)The rep promised me she could overnight the correct pants and I would receive them before the wedding. I specifically had people in place to be there to accept any package for me in case a signature was required. The pants NEVER arrived as promised. The wedding is over and I had to stand with the wedding party looking like a whale in my balloon pants. I was humiliated and embarrassed. After Hours showed absolutely NO heart, NO concern, No care, and No apologies for the mistake they made. I have NEVER received worse treatment. After Hours lied to me and violated my trust in them as "leaders" in the tux business. I work very hard for my money and since my business is of no concern or care to After Hours, I am demanding a full refund of the business I gave them, which totalled $309.53. I will NEVER do business with them again and urge others to follow suit.