INDOCHINO

This has been the worst buying experience of my life. I placed 2 orders totaling around $2,000 with INDOCHINO. I went down to their storefront and had measurements taken and placed my customizations. One order was never pushed through. The other order never had my measurements and customizations added to it. INDOCHINO now wants to tell me that I can cancel the order that is correct but not the order they THEY SCREWED UP! Their "customer experience" team has been no help whatsoever. DO NOT PATRON THIS COMPANY!

I would stronlgy advise against using them. I ordered two suits a few weeks back and paid in full. They are send from somewhere abroad through DHL; probably China. According to DHL the package was delivered and signed for by me but that never happened. I called Indochino and asked what to do but all I got in resonse was "Not our problem, get with the shipper" So now I`m out over 1,000 bucks and left out in the cold. I bought several suits there but after this, they won`t see me there ever again. So if you value your money, stay away from them. I can not afford to throw money away but that`s exactly what I did thanks to them.

I purchased a suit from Indochino on July 4th, 2021 & went a couple days later to the Nordstrom's in Menlo Park Mall, New Jersey to be measured. I received the first suit a couple weeks later which did not fit at all & was very poorly made. I contacted Indochino & sent them pictures of me in the suit & they had another suit made based on the pictures which again didn't fit & very poorly made. I reached out to Indochino again & after a couple of weeks of them ignoring me I got a response & went to their showroom in Short Hills Mall, New Jersey. I was once again measured with the pants being fixed at the showroom & the jacket needing to be completely remade. I didn't feel at all confident that I would receive a proper fitting suit so I tried discussing the issue with Indochino to try to just get a refund. After dealing with a very rude customer service agent I gave up on dealing with them & filed a dispute with my credit card company & notified Indochino of the dispute & they stated with the dispute my account would be placed on hold & nothing would be done till the credit card dispute was finalized. A couple weeks later I received another box with the Jacket which once again didn't fit & was poorly made. I questioned why I received the jacket after they stated my account was on hold but when I received the letter from my credit card company saying the dispute was denied the shipment information for the jacket was used in their evidence. They also used other misleading information as their evidence including a transcript of a chat they had internally regarding my order that was completely false. With the dispute being denied my credit card company charged my card again for the suit on November 23rd since they had credited my account when I opened the dispute. I reached out to Indochino & was given an excuse that it takes 30 days for their systems to process the dispute they won so I waited. After 30 days I contacted them again & they said that the process could take up to 120 days or 4 months for them to process which never in my life have I ever heard of such a thing. So now it's January 19th, 2022 & I have no suit or the $399.90 that they charged me for it.

Dear Readers,

With a heavy heart, I feel compelled to share my recent experience with Indochino, a brand that I have been loyal to for over six years. My journey with Indochino began in 2017, and during this time, I have purchased five suits from their services. However, my recent encounters have left me profoundly disappointed, prompting me to raise concerns about their quality and business practices, specifically regarding the construction of their garments.

Out of the five suits I have acquired, three of them have raised significant concerns regarding their craftsmanship. The most conspicuous issue I've encountered is the presence of unsightly bubbles on the suit jackets. These bubbles are indicative of a fused canvas method, a construction practice that pales in comparison to the traditional hand-stitched process known for imparting form, structure, and genuine elegance to a well-crafted suit.

I express my deep frustration and disappointment in having placed my trust in Indochino's reputation for exceptional quality and meticulous attention to detail, only to be met with such a disheartening problem. This experience not only disappoints customers like myself, who invest in premium garments with the expectation of the highest craftsmanship, but it also does a disservice to the brand's own legacy.

To make matters worse, my attempt to address these concerns with Indochino's customer support on August 9th, 2023, was met with a dismissive response. Their representative, Kim, confirmed that their suits are indeed constructed using fused canvases rather than being hand-stitched, as I had hoped. While they indicated that this information is available on their website, the responsibility to ensure customers are well-informed ultimately rests with the brand.

Furthermore, their response regarding the issue of bubbles on the suits lacked accountability. They suggested that the problem may have arisen from dry cleaning mishandling, conveniently shifting the blame away from their own manufacturing and quality control processes. Their recommendation to consult a specialist dry cleaner falls short, as the root cause of the issue lies in the subpar construction of the suits themselves.

Most dishearteningly, they declined to address the matter due to the expiration of claim dates for all of my orders. This unfortunate outcome underscores a concerning lack of customer-centricity and a failure to stand by the products they offer.

In conclusion, my enduring loyalty to Indochino has been overshadowed by their deceptive practices and substandard craftsmanship. I hope my account serves as a cautionary tale for potential customers who, like me, believed in the brand's commitment to excellence. It is my sincere wish that Indochino reevaluates its approach to customer satisfaction and quality assurance, both for the sake of its devoted patrons and its standing within the industry.

I was very skeptical about them before I made the order because I came across many mixed reviews. I placed an order for a black customized blazer after taking a chance on them. To say that I was satisfied with their services would be an understatement because the suit was more than what I expected and I really liked it!

Be very careful about their business model... they DO NOT do refunds - so when they WILDLY mis-fit you and do not honor appointments not once or even twice or even three times - you are just screwed. They are completely incompetent and they are forcing us to re-make over and over rather than jus refunding us. So disrespectful of our time -- this has been going on for months. DO NOT SHOP HERE.

When I came across them, I didn't actually think that there would be a huge difference between their made-to-measure factor and the regular suits. But when I got the suit to my house, I was so surprised. It is the best suit that I have ever owned in my life and the fitting was by far the best I ever tried

My experience with Indochino has been extremely disappointing. Despite two remakes, my custom suit still doesn't fit properly, and I'm now left without suitable attire for an upcoming wedding that I am in. The hefty price tag doesn't align with the persistent issues in tailoring.

The first employee assured me they tailor in-house, but my suit, which came from China, was incredibly oversized. I hoped they could rectify it locally. During the final fitting, I learned that the entire suit had to be remade because the specific tailoring needed wasn't done in-house. Shockingly, the initial employee forgot to save my measurements, resulting in an untailored suit sent from China.

When I suggested tailoring the pants locally and making a new jacket, I was told it wasn't possible due to potential color discrepancies. The employee also claimed it was cheaper for them to remake the entire suit, highlighting a significant discrepancy in the material and labor costs versus the overall price of the suit.

This experience has left me frustrated and questioning the value provided by Indochino. I would strongly caution others against choosing them for their custom suit needs. It would be more advantageous to find an in-house custom suit designer that has more control over the process. Might cost a little more, but would be worth it.

My son ordered a custom suit from the Dallas location in a light colored fabric. The suit did not fit and the pants were completed see through. They refused to line the pants so they were wearable. The suit was for his wedding.

Stay away, my suit never Fit despite of them boasting about their measurement systems, the customer service was far from good and was almost silent on dozens of my emails i sent to them, i spent over 2000$ for 3 suits from them along with 4 shirts, they all do not fit and would not accept returns. Good thing i paid with Paypal so i filed a dispute. The moment the dispute was filed i received a very angry, threatening email, from them which led me to vent my anger on sitejabber and other places.

What made me buy from Indochino from the other companies that sells suits was the fact that the suits are made-to-measure. I can easily customize the suit and blazer according to my requirements so I was able to select the design and materials I want. Extremely satisfied with their services

I'm in the middle of dealing with Indochino about fit problems with a suit I ordered and based on some of the other reviews, I'm not feeling very optimistic. Took a chance ordering online because I loved the selection of fabrics that they offer. Took the measurements myself based on their guidelines - plus I have some experience in basic clothing construction, so I'm not a novice. Suit came within the timeline described. Despite the extensive measurements, lots of fit issues. Jacket fit very well in the shoulders and sleeve length but was about 3 inches too long and to big and boxy around the waist. Not a big deal and all manageable. The pants were another story. They are cut with a very low rise, so that they are more like hip huggers and too wide in the waist. The waist can be taken in but the change in the rise (crotch) isn't possible with the fabric allowance. I booked an appointment at the local Nordstrom satellite branch but they were not helpful. They said that was simply the way the style was and there wasn't anything to do about it, other than take in the waist. There isn't any detailed information about the "style" of the fit and given all the measurements they have you provide, it never occurred to me that it would be so limited. I ordered a tux from Bonobos that was basically 42L with a 34" waist and it fit like a dream. Why can't Indochino achieve something as a basic suit fit. Customer service seems to be limited to live chat unless. The woman at the local "store" in Nordstroms said that she is just a salesperson with no administrative capabilities. I'll see what happens.

I am Canadian and have purchased numerous suits from this site. I have always liked the fact that they are a Canadian company (Vancouver). I dropped by the bricks and mortar store in Toronto to get my measurements taken for my inaugural purchase. Purchase since the first have been great - good quality fabrics and of course, made to my measurements. Unfortunately, their website is only in USD so what seems to be a good price, turns into a horrible price after conversion. The company is clearly focused on the US and doesn't care about Canadians. Other US retailers (Amazon etc,) either have Canadian websites, or they have Canadian prices. Not Indochino - and this means, I will not longer be purchasing my suits from them...