After Hours completely screwed up our wedding order with missing and damaged tuxedos. We rented a total of seven tuxedos for this event at approximately $150 each or just over $1K in total. We experienced issues with five out of the seven tuxedos, with the most significant issue being the absence of the best man's tuxedo. Apparently the sales consultant that submitted his order placed the pick up' date in the return date' field, therefore his tuxedo arrived at their store on August 15th and was returned to their warehouse on August 17th. On the evening of August 17th, what was suppose to be a quick pick up of his tuxedo turned into a two or three hour delay, trying to sort out what had happened to his tuxedo and how they were going to provide him with one in time for the wedding in less than two days. Eventually they came to the conclusion one could be sent overnight, but wouldn't arrive to their store until 9am on Friday the 19th, the day of the wedding. The drama continues, as the tuxedo did not arrive at that time and so our best man had to arrange for a courier to bring it to our house. It finally arrived shortly before 1pm, with less than an hour to spare before pictures. To top it all off, the tuxedo was the wrong size (though fortunately too big, rather than too small) and his accessories package was missing (cufflinks, etc.).
Obviously there was no time to spare or any way to resolve this before the wedding.in addition, the groom's shoes were too big and the store had indicated they would send out a smaller size along with the best man's tuxedo. The shoes never arrived. The other issues we experienced were a tuxedo with the wrong color shirt (something we will forever see in pictures from our special day), and a vest with a cigarette burn in the back. AfterHour's accuracy with the rentals for our event was 28.5%. I don't know how a company in a service business, especially designed for the special events industry, can survive with service and quality of this level. Our best man has tried diligently to reach management in regard to this, however nobody is returning his calls. This is just making us more livid over the issues that we've experienced, as now our experience is not only with lacking quality but also service. We contacted the Better Business Bureau - After Hours did not respond to the first complaint, and actually refused delivery on the second complaint, so the BBB was forced to label the case as "unpursuable".
I tried to keep it civil and between the company and our wedding party affected by this, however due to their lack of response I am anxious to spread the word of this horrible disaster. It just boggles my mind that a company that can pride itself on appearance, from their well organized website, to their boasting of having the best designer tuxedos can be such a mess in terms of staffing and service. They don't even have the courtesy to acknowledge our complaint and apologize for what is obviously their fault. How can they improve if they cannot even recognize where they went wrong? I guess now that we've rented from them, paid our bill and returned the merchandise, we are of no value to them. Apparently they are forgetting any repeat business we may have been able to bring their way or recommendations we could have given to family and friends.instead of recommending them, I will do the completely opposite. It goes without saying that a wedding is one of the most important events in a person's life. After Hours Formal Wear failed us miserably on our special day, so I warn all of you that are considering using them to stay away and choose another tuxedo rental company.
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