Russo's Tux Maria Russo Categorizing a person, bad customer service, poor quality of products. Stoneham Massachusetts

On 8/9/2014 I visited the Russo’s Tux in Stoneham MA (Montvale Ave) for a tuxedo fitting. I arrived to the store at approximately 0950 and found an employee seated in a chair sleeping and an employee named Yamir behind the counter. I explained to Yamir that I was going to be in a wedding and needed to have a tuxedo fitted for the event. Yamir looked up my information and located the tuxedo specifics. After locating my information Yamir asked the sleeping employee to obtain my measurements. Yamir had to call his name twice in order to get his attention.

After the measurements were taken I inquired about a tuxedo rental for my 2 year old son. I was told that a tuxedo cannot be rented for a two year old and that it would have to be purchased. I accepted this stipulation and exited the store to bring my son in. I returned with my spouse, son, and 6 week old baby. My two year old was fitted by Yamir. After the fitting I was informed that I could pick the tuxedo up the Wednesday before the event, 8/27/2014. We paid the deposit, departed the business, and continued on with our day. On 8/27/2014 my spouse returned to the store to pick up my tuxedo and the tuxedo for my son.

On the date of the event 8/30/2014 I arrived to the facility in which the wedding was being held. I changed into my tuxedo and became aware that the shoes I was provided by Russo’s tux were not the correct size in which we had agreed upon. After realizing this mishap I promptly inspected the rest of the outfit and noted a green stain on the left arm, consistent with human mucus. I was outraged/grossed out by the stain and uncomfortable shoes that I immediately called Russo’s tux and notified them of my findings. Russo’s tux did offer to bring me a different sized shoe and new shirt.

I turned down the offer due to the fact that the wedding ceremony would have already begun prior to their arrival. After ending the phone call I was approached by my two year old son in his full tuxedo. While he did appear brilliant I couldn’t help but notice a brown stain on the left sleeve of his shirt, it looked similar to coffee. I spoke with my spouse about the stain and she stated it was there when she dressed him. She also noted that a button on his vest had fallen off prior to removing the tux from the bag. The button was found in the bottom of the bag.

On 9/1/14 I attempted to return my tuxedo to the location in Stoneham MA. I walked to the facility and noticed that the lights were turned off. I approached the building and the inside of the store was dark. I assumed that the business was closed for the holiday I then walked home.On 9/2/14 I looked at the company website and found the Stoneham location was clossed on Tuesays. On 9/3/14 I walked to the business and found that the business had moved to another location. I called my spouse and asked her to look up the new location, once obtained I walked back to my house, got in my car, and drove to the new location.

I arrived, exited my vehicle, entered the business and was met by Michael Roper, the store manager. I told him that I was there to return my tuxedo and also had a concern about the quality of the product that I purchased my son’s tuxedo. I was immediately met with resistance by Michael. Michael stated that there could not have been anything wrong with the tuxedo because it was brand new. I explained that the suit may have been new when it was in the store on the 9^th but I was not in possession of it until the 27^th.

Michael did listen to my concerns about the quality of the product, the stain, and the lack of buttons. I told Michael that I was not able to justify spending $175.00 dollars for two stained shirts, shoes that did not fit, and a vest that fell apart. Michael resorted to quoting me the stores policy on all sales are final. I then stated I was sold a product that was allegedly new but had signs of damage. Michael then stated he would take $10.00 off of my purchase. I told Michael that I was not interested in receiving a discount and that I wanted a new tuxedo for my son.

Michael stated all sales are final and told me there was nothing he could do. I told him that I had no interest in hearing that policy anymore. Michael asked me to hold on, he went behind the counter, obtained a blank piece of paper, and wrote on it. He then returned to me, handed me the paper, and said it was good for a free tuxedo rental. Michael then handed me a business card with his name on it. I told Michael that I have no interest in a free tuxedo and that all I wanted was a new tuxedo for my son. I then left the paper on the counter, returned his business card to its holder, picked up my child’s damaged tuxedo and departed the business. I returned home and felt as though the service I received was very poor.

I called the business location in Chelsea MA after arriving home and explained the situation. I was placed on hold and waited for 4 minutes. Once someone picked up, the phone was immediately disconnected. I called back again and explained the story, received an apology for being hung up on, and was instructed to call back tomorrow 9/4/14 and ask for Maria. On 9/4 I called the Chelsea location. A female answered the phone and I asked for Maria. The female stated that she was Maria and asked what she could do to help. I told her my name and purpose for the call.

I was met with “I know who you are, I read the things you posted online, I saw your posts. That was you right?” I was unaware of what she was referring to and replied that it was not me. I explained my situation to Maria and again was met with resistance. I explained the stained shirts, damaged vest, and shoes that did not fit. Maria stated it is the stores policy that the customer tries the tuxedo on to make sure that everything is correct prior to the event. I explained to her that I did try it on prior to the event and that products Russo’s provided were damaged. Maria stated there was nothing she could do and then stated that I spoke with her on the day of the event and that she was the one that would have brought a different shirt and different shoes.

Maria then aggressively stated “I knew where this was going when you refused the shoes, you were going to ask for your money back. You are one of those people. I see this all the time, lots of people try it.” I asked her if she was categorizing me and what she meant by “one of those people.” Maria then began to deter from her statement and spoke about how people alter the outfits and that Russo’s staff cannot verify each article of clothing for quality. Maria stated that I was trying to blame her for the stains, the buttons, and the incorrect shoes. I told Maria that I was not blaming her for anything. Maria stated that my spouse was told to tell me that I needed to try the tuxedo on prior to the event.

Maria stated “that there are signs in the store that state no refunds; I can’t give you your money back.” I then asked Maria if at any point in our conversation or the conversations I had with other Russo’s staff members if I had asked for my money back. She stated that I did not ask. Maria then asked me what I wanted. I asked her if that was how she spoke to all of her customers and did not get a reply. I told Maria that I would not argue with her any longer and that I would find another way to get resolution out of the situation. I then hung up the phone.