The Stages of an order



There are many steps that happen along the way after you submit your order. The first thing that happens is that it is received at the order desk, either by Fax or by downloading from the server. The order is then checked for content to see if the codes, styles and dates make sense. If we detect an issue, then we call or email you to try and work out the problem. 

What are the most common problems? Things like incorrect rental codes, hard to read writing, or certain colour combinations that raise a red flag. If we can solve a problem before the suit is shipped, all the better. This includes size discrepancies, and we use a number of size charts to determine if we need further information about a customer. 

Once the order is entered you will receive a confirmation report. We send these out as a way to double check your list with ours, and make sure there is no missing or incorrect orders, and that that styles and dates are correct. Mistakes in order entry can happen, and this is why we send out the confirmation report. Not getting a confirmation report? We may need to update the email we have on file, or if we have no orders for you in the system, you would receive no report.

The month of the rental, a pick ticket is printed in our production department. The pick ticket is a piece of paper that lists the sizes and styles on the order, along with a priority number. You may have seen these tickets in the pockets of the rental bag. The tickets are taken first to the pants department, where pants are measured and marked for sewing. Pants travel along a rail system to the pants sewing station, where one of our tailors stitch the hem and send the order down the line to the next station. Shirts is the next department, and this is the warehouse department with the most people, where most of the items are put together. Ties, Vests, Shirts, Suspenders, Pocket Squares and Jackets are all added in the shirt department. Jacket sleeves are measured and sent to the second sewing station to be hemmed.  Each tailor can process around 500 suits a week, so during busy times it is not uncommon to have several tailors operating all at once. After hemming, the entire order is steamed and pressed while being checked for any quality problems or stains.  The order continues along the line to the shoe department, then on to picking. Each item of clothing has a barcode sewn into it, including the shoes. Picking is where those barcodes are assigned to your order. This is how we know when items are returned, and if concerns are raised about the quality of an item, we know exactly which item and can tag it on return. After picking, the order goes through quality control for the third time, and the person doing this inspection signs off on the quality of the order. Once that sign-off is made, the order goes to the shipping department where it is boxed and sent by courier to it’s final destination.  At shipping, the system generates the invoice, and this is taken to the wholesale department where it is checked for errors, then given to billing to post in our accounting system. When the order gets to your store, the customer tries it on and either loves it and takes it, or, if a problem is identified then an expedited version of the previous steps takes place with whatever replacement items are deemed necessary. This process is called an exchange order, and the main difference is the red ticket system which identifies the order as a rush priority, and it makes it’s way to the front of the line. The shipping department generally ships these exchange orders air overnight (depending on the region and time before the wedding). In case of shipping delay, the wholesale and production team communicates with the shipper to arrange delivery, and in some cases if we lose confidence in the package making an on-time delivery, alternate arrangements are made. This includes in some instances sending out a secondary shipment, all part of our commitment to service. After the event, we schedule a return pickup for the garment. The clothes are scanned back into inventory and sent to our in-house dry-cleaning department before being put back into the collection. At this point, items not scanned back into inventory are flagged by our wholesale department and a list is generated and sent to stores that have overdue items. Usually, something overdue means that an extra courier pick up needs to be scheduled. 

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