Baynes and Baker

I initially wasn’t going to share my review as the manager had agreed to refund the full amount for my husbands suit, which I appreciated but it was my experience in getting the refund back and the extreme unprofessionalism from management, which triggered me to write a review.

My husband and I got married this past April. We initially met with a lady at the downtown location, M.R, who was very kind, she took all of the measurements and ensured us they would have the suit in by a particular date for my husbands first fitting. Unfortunately it wasn’t in on time. My husband lives in the States and the next time he was going to come down was a week before our wedding week. We were ensured the tailor will do it for us asap after the first fitting so that we had it by latest Friday before our wedding day. (Our Reception was one week later.) When my husband went in for the first fitting, the suit jacket, vest, pants and shirt were HUGE, and the shirt wasn’t even fixable. The neck size was made a size 20 and my husbands neck size is 16. M.R told me she spoke to management and that they can order us a new custom dress shirt in a week but they will ship it to us in the States. The suit fit okay, but the pants were tightened sooo much that he couldn’t even walk in them. As for the shirt, we got the exact same size 20 shirt sent to us with pins in it… no alterations were made, we didn’t get another shirt sent to us and no one communicated that with us. Not ONE time did anyone from management call me at this point even though I was told management will be in contact with me 2-3 times. I wish they told me as soon as they knew they couldn’t make another custom shirt, so that we could’ve started looking earlier that week. I was able to get a hold of one of the managers- R.P, a day before my reception. The first and only time in the 8 months, I was able to speak to a manager. I expressed to him how upset I was about my experience with them and that we are having to run around a day before our reception buying new black dress pants, getting them fitted and trying to find a white shirt with black buttons on it which is soo hard to find in stores!! He offered to refund money for the pants and the shirt but I didn’t think that was fair enough and felt I should get all my money back at that point for all the inconvenience they caused us and the suit jacket and vests fitting wasn’t that great either. I shared with him how I had only heard/read good reviews about them on this page but four of my friends/family members and I were all having a horrible experience with them and I told him that I would never recommend them to any of my clients either… he said sorry and blamed it on M.R. Said everything went down hill for them once she started working for them and that she no longer worked for them now. He told me that it’s fine, he will refund me the money for the whole suit once I email him pictures of the pants and shirt.

I didn’t have an opportunity to email them until July. I shared the pictures and shared how we were even more upset/ disappointed on the night of our wedding reception for not receiving the right shirt from them because the one tuxedo dress shirt we had to settle with had 3 black buttons at the top, and 2 of the 3 buttons popped off within the first hour of our reception. 10 days went by, no response to my email, so I resent the email and followed up. Again no response for a couple days so I texted this number I had and a new employee, J.M said she would remind R.P to be in contact but he never contacted me and never replied to my email. She said management asked if I could bring the suit in person but I couldn’t as I was in the States and I had already emailed them pictures. Few days later she got approval from management and told me the money will be on my card in 5-10 business days. I waited about 12 business days and there wasn’t any money refunded. I followed up again several times and apparently the system or company that processes the refunds was down… over a month later on August 30th I was texted that the money would be on my card in 3-5 business days, but there wasn’t. I had to follow up again and on September 11th, she said she was still waiting to hear back and hopefully have some answers today. I got no message back, no follow up. I messaged again September 19, asked if I could just get a cheque as one of my friends got a cheque from them for her refund. Again she needed approval from management, and she didn’t get an approval until September 24th and said she finally got approval to give me the cheque for the 26th and asked if that works to pick it up then, I replied right away and told her that works! I got no response after that, on Thursday the 26th/ Friday I tried calling/texting several times to ask when I could pick it up, no one answered the phone, no responses to my texts. I found out after that they were closed Thursday onwards. On Monday, I finally got a response from J.M, apologizing that she was off and asked if I got a hold of anyone. I hadn’t but I told her I will come today and pick up the cheque. Then she said she doesn’t have a cheque for me as they lost/misplaced the cheque that was apparently ready to pick up just 5 days ago… she said she’s waiting to hear back from management as she needed management to approve the cheque date and needed them to sign it . At this point I was so irritated and just shocked at how UNPROFESSIONAL all of this was. I felt like I was being lied to over and over again and there was a new excuse every time. She told me she’s trying to get a hold of another manager R.B, and I told her to either give me his phone number directly and I would contact him because I really just wanted to get my money back and be done with this. She replied after a bit and said R.B would e-transfer me and he actually did right away- so thank you R.B for making it a bit easier by transferring the money, rather then picking up the cheque from downtown.

During this whole process, every single time I called and asked to speak to R.P he was ALWAYS in a meeting… I tried calling him many many times. I explained to J.M how unprofessional and upset I was several times with this process and I had really wanted to speak to R.P or any manager but management never ever called me. I even scheduled a phone call meeting with R.P. I got an email confirming our phone call meeting which was scheduled for the next day at 11 am but I did not get any call. I feel like the management doesn’t care about their clients AT ALL. I thought they were a professional company but we received terrible terrible customer service. I personally know of 5 others who also had a horrible experience with them and we would never ever ever recommend them to anyone.