This is a thorough review of our unfortunately bad experience with Jos A Bank tux rentals.
We chose them over Men's Wearhouse, because on initial visits our experiences with them were much better. I will note here that we are a same-sex couple, and my partner's half of the wedding party is 2 other women and 1 man. They are all wearing tuxes by choice. Initially, Jos A Bank seemed excited to work with us.
I am sad to say that's where our good experience ended. Our tuxedo got entered incorrectly into the system. We reigstered for black tuxes with plain white shirts, silver ties, silver vests, and regular shoes. When we checked online after we got the link to our "tuxedo registry", the tuxes appeared to be wrong. My partner went in person to the store where we set them up to see what was going on when we were in town the next week. The person at that store called the corporate office and said he had sorted everything out.
When our wedding party began to be measured weeks later, we discovered it was STILL incorrect. Not only was it incorrect, but full of upgrades that we never asked for that jacked up the cost. We were told at that time there wasn't anything they could do about it and we'd have to return in person to the store where we set them up. We live over 2.5 hours from the nearest Jos A. Bank. We used them because of previous good suit experiences, and their proximity to all of our wedding folks. After some insiting, that store was able to call and get that individual person's tux changed. When we attempted to find out what was going on with the store we had worked with, the sales person was rude, condescending, and quite difficult to work with.
It has taken mulitple phone calls to the corporate office to get this all straightened out and in the system correctly. While that has finally happened and the folks who have picked up tuxes do have the correct tux, at least one person has reported that they had to pay quite a bit more than they should have because of how the tux is STILL entered in the system incorrectly. At least one member of our wedding party was told: you will just have to pay for it how it is entered and we will refund you the difference. That's just no way to run a business! It also reflected really poorly on us as this was our choice of vendor.
It is worth noting that my partner bought her tuxedo outright, but was planning to rent a vest. After being told they carried vests in her size, the one she was shipped was too small (and not what she asked for) and she ended up having to buy one.
We are really disappointed and wanted to share our experience. I can't say for certain that I think this may largely have to do with being a same-sex couple, but in our case we believe that it may. It is certainly my hope that not every tux rental is this difficult!