Maps · Saint Petersburg · Clothing stores · Henderson

Henderson

4.4

104 ratings

Open until 22:00

Saint Petersburg, Polyustrovskiy Avenue, 84 · floor 2

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Saint Petersburg, Polyustrovskiy Avenue, 84floor 2

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Thermal underwear

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Type of clothes:men's clothing

Type of shoe:Sandals, Shoes, Boots, Chelsea boots, Slip-ons, Low shoes, Oxfords, Moccasins, Slippers, Boots, Loafers, Sneakers, Derby, Sneakers

Footwear types:men's shoes

Petfriendly:allowed with all animals

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16:00Usually busy

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4.4

104 ratings

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Hasan Nazar

Level 6 Local Expert

Henderson Saint Petersburg: I Paid Almost $2,000 for a Wedding Tuxedo That Arrived 15 Days After My Wedding I have never experienced such a complete failure of customer service from a company, and I honestly don’t know where to begin. What happened with Henderson at Europolis Mall in Saint Petersburg is not just a story about a delayed order. It is a story about broken promises, misleading information, a complete lack of responsibility, disrespect toward a customer, and a company that somehow managed to turn buying a wedding suit into weeks of stress and thousands of dollars in unnecessary expenses. I paid almost $2,000 for a custom wedding tuxedo that never arrived in time for my wedding. I ended up paying for a suit I never wore, spending another 30,000 rubles trying to fix the wrong suit, and renting a different suit for my own wedding. And the correct tuxedo finally arrived 15 days after the wedding was already over. Let me explain how this happened. On June 17, 2026, I ordered my wedding tuxedo from Henderson at Europolis Mall in Saint Petersburg. My wedding was scheduled for September 30. I ordered more than three months in advance because I wanted everything to be ready well before the big day. On August 4, the suit arrived. Except it was not what I had ordered. I had ordered a smoking suit, a tuxedo. Henderson had made a regular suit instead. Mistakes happen. I understand that. When I went to the store, the employee told us not to worry and assured us there was plenty of time before the wedding. I specifically asked whether they would make a new suit or modify the one they had already made. She told me they would fix the existing suit. I even offered to buy the original suit as well because it fitted me perfectly and looked good. I was willing to pay for it. She refused and said they would send it away to be fixed. I trusted Henderson to handle the situation. By September 15, we still had no tuxedo and no reliable information. We were scheduled to leave for Turkey on September 27, three days before the wedding, and the situation was becoming increasingly stressful. We started calling the store regularly. Every time, we received the same excuses: they had no information, they would call us back tomorrow, they would call us on Monday, or they would update us shortly. They never called us back. Not once. We had to initiate every single conversation ourselves. We were given arrival dates that passed without the suit arriving, followed by new promises and new deadlines. We were constantly chasing a company that had already made a mistake with an order we had paid for months earlier. Eventually, I called Henderson’s Moscow headquarters because the Saint Petersburg branch was getting us nowhere. I explained everything, including the approaching wedding, our departure date, the repeated missed callbacks, the conflicting information, and the dismissive attitude we were experiencing. The person at headquarters actually investigated the order. What he discovered was unbelievable. Approximately 20 minutes earlier, the Saint Petersburg branch had told us that the suit was already in Saint Petersburg. The Moscow employee checked the information and confirmed that the suit was still in Yerevan, Armenia. He offered to do his best to arrange express delivery and, unlike the local branch, seemed to understand the urgency of the situation. He also discovered that the original, incorrectly made suit was still sitting in the Saint Petersburg store. Think about that for a moment. We had been told it would be sent away to be fixed, but it was still there. I had already offered to buy it, and nobody had thought to suggest using it as a backup until the Moscow employee intervened. Why did the Saint Petersburg branch not come up with this solution itself? Why did nobody warn us that the correct suit might not arrive? Why did nobody suggest that we find an alternative before it was too late? We were left to figure everything out ourselves. I went to the store and collected the original suit, hoping I could at least salvage the situation. Unfortunately, the experience there made things even worse. During that visit, I felt that the employees were mocking me because my Russian is not fluent. My wife confronted them, and they responded that they were laughing at themselves, not at me. They did not deny laughing. I speak Arabic, English, and French fluently, and I am learning Russian. I do not expect special treatment because I am a foreigner, but I certainly do not expect to be laughed at while trying to resolve a serious problem with a company that has taken almost $2,000 from me. I felt disrespected because of my appearance, my background, and my limited Russian. I cannot claim to know what was in their minds, but the way I was treated left me feeling like a second-class customer. Then, when they brought out the original suit, I discovered that a piece of paper with my name on it had been stapled directly into the trousers, leaving a visible hole. I have a photograph of the damage. This was a custom suit costing almost $2,000. How does something like this happen? There was also the issue of the suit bag. When I placed the order, the employee told me that a protective bag was included. When I collected the suit, they charged me 400 rubles for it. The amount itself is not the issue. The issue is that I was told one thing when ordering and something different when collecting, after everything else that had already happened. Because I could not risk attending my own wedding in a regular business suit, I took the original suit to an independent atelier. I spent 30,000 rubles trying to turn it into a tuxedo. The result was not good enough. It did not look the way I wanted, and I ultimately decided not to wear it. So I had to rent another suit for my wedding, paying an additional rental cost on top of everything else. Let that sink in: I paid Henderson for a custom wedding tuxedo, paid 30,000 rubles trying to fix the wrong suit they had delivered, and then had to pay to rent a completely different suit because their solution was not good enough for my wedding. I ended up paying almost $2,000 for a suit I never even wore. And the consequences were not just financial. My wife cried for days because of the stress. Instead of enjoying the final days before our wedding, we were constantly worrying about the suit, calling the store, receiving contradictory information, and trying to find a solution to a problem that should never have become ours to solve. Our wedding was September 30. We left for Turkey on September 27 without the correct tuxedo. On October 15, approximately 15 days after our wedding, Henderson finally contacted me to say that my suit had arrived. Fifteen days after my wedding. At that point, the suit was completely useless for the purpose for which I had ordered it. The wedding had already happened. I had already rented another suit, and I had already spent money trying to fix the one they had made incorrectly. Today, October 21, I went to Henderson to return the original suit, the one I had collected and paid to have altered in an attempt to salvage the situation. They refused to accept it because it had been altered. So here we are. The correct custom tuxedo is now sitting in their store with my name and wedding details on it. It was made specifically for me, arrived too late to serve its purpose, and is unlikely to be resold as a normal suit. Meanwhile, I am left with the financial consequences of their mistakes. Even now, when there is an opportunity to discuss a reasonable resolution, I feel that they are more interested in refusing responsibility than finding a way to make things right. The employee who handled my original order also became unavailable, and we were told she was on vacation. The managers did not provide the consistent communication or ownership that a customer should expect. At no point did I feel that someone at the Saint Petersburg branch had taken responsibility for the entire situation from beginning to end. Let me be clear: the original manufacturing mistake is not the main reason I am writing this review. The way Henderson handled everything afterward is. A company can make the wrong suit. A delivery can be delayed. Unexpected problems can happen. But a professional company should communicate honestly, call customers back when it promises to, provide accurate information, warn customers when deadlines are at risk, and take responsibility when its mistakes cause financial losses. Henderson failed me on all of those fronts. I placed my order more than three months before my wedding. I gave them time. I trusted their assurances. I repeatedly contacted them. I tried to find solutions. I even paid additional money to try to salvage the suit they had made incorrectly. And what did I get in return? A wrong suit, repeated missed callbacks, contradictory information, a damaged pair of trousers, an unpleasant experience in the store, thousands of rubles in additional expenses, a rented suit for my own wedding, and the correct tuxedo arriving after the wedding was over. My wife and I will remember the stress this caused us during a period that should have been one of the happiest of our lives. I am particularly disappointed because this entire situation could have been handled differently. Someone could have taken ownership, communicated honestly, arranged a backup, or offered a reasonable solution before the wedding. Instead, every opportunity to resolve the problem seemed to be missed. Henderson has taken almost $2,000 from me for a suit I never wore, and I still have not received a satisfactory resolution. I want the management of Henderson to investigate this case, review the communications and handling of my order at the Europolis branch, and take responsibility for the financial and practical consequences of what happened. I am not asking for special treatment. I am asking for accountability. If a company cannot reliably deliver a custom wedding suit ordered more than three months in advance, cannot communicate honestly when things go wrong, and cannot find a reasonable solution afterward, customers deserve to know that before trusting it with something important. I would strongly advise anyone considering ordering a suit for a wedding or another important event from this branch to think carefully about my experience. I paid for a service. I kept my side of the agreement. Henderson did not deliver what I ordered when I needed it, and its handling of the situation made an already stressful period considerably worse. My wedding happened once. The time I lost, the stress my wife endured, and the money I spent trying to compensate for Henderson’s failures cannot simply be returned. An apology after the event would not undo that, but taking responsibility would at least be a start. As of October 21, 2026, this matter remains unresolved.

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Валентина С.

Level 4 Local Expert

Очень нравится одежда в этом магазине — качество и ассортимент действительно хорошие. Но, к сожалению, впечатление сильно портит обслуживание. Продавцы показались незаинтересованными, не очень компетентными и довольно неприветливыми. Общение оставляет ощущение, будто тебе делают одолжение, а не помогают с выбором. Если бы мне срочно не нужна была рубашка, скорее всего, я бы ничего не купила. Очень жаль, потому что сам магазин и одежда действительно достойные.

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Александр Суханов

Level 10 Local Expert

Отвратительный сервис, при входе никто не поздоровался, не говоря о какой-то помощи с выбором вещей. На мои же запросы отвечают неохотно, в ассортименте не разбираются. Сами то вещи хорошего качества, но то, кто их продает, очень сильно портит восприятие бренда и магазина.

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