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Business Profile

Custom Suits

Indochino Apparel Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Indochino Apparel Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Indochino Apparel Inc. has 62 locations, listed below.

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      March 27, 2025, I attended the *********************** location. I was measured for a premium suit and a shirt. I was impressed with the fit of the suit, but the shirt was completely wrong. For too small and unalterable. 6 emails have gone unanswered. I did reach showroom employees on the phone, they instructed me to get pictures which I attached to the multiple unanswered emails. Main phone line does not connect to an agent or even a bot, and will not allow you to leave a message. This way of handling customer complaints has all the hallmarks of a scam. I do not live in *********, so returning to the showroom is not possible within the ten day window given for alterations. It boggles the mind that this company seems so willing to just throw away any chance of thousands of dollars of future business over one improperly tailored shirt.

    • Initial Complaint

      Date:26/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Around Christmas of 2024, went to the Indochino showroom in ***************. Got measured for a custom suit and paid $450. Two weeks later the suit was sent to me and was nowhere close to fitting and was way too small. I was told to bring it back to the showroom and they would refund me. Then I was called by the manager and told that they could not refund me and that I had to come back to the showroom and get refitted so they could try again and fix the suit. Did that and 2 weeks later I get the suit back and again it doesnt fit and is not even close to fitting. The manager then says he will process a refund. Then I get a call from the manager saying corporate locked my account and they have no access to my account to do a refund. I have called numerous times and am being told that they cant do anything. I was told that as of March 12th the account should have been unlocked and still nothing. I have called and spoken to the manager and sale associate and numerous times told they would look into and never get a call back. Its been over four months and I have driven 45 minutes each way to the showroom on 4 separate occasions and am still out my money and I have no wearable suit.

    • Initial Complaint

      Date:28/02/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I visited this store with high hopes after seeing their advertisement promising custom-tailored suits for women. Unfortunately, the level of customer service I encountered was deeply disappointing, but I tried my best to stay optimistic, especially considering how excited I was about getting a suit made just for me. From the start, I was let down by the store's offerings. Despite showcasing womens suits in the window, there was nothing available in the store for women to try on. This was particularly frustrating because I had expected to be able to sample some styles and get a feel for how a custom suit might fit me. When I mentioned to the salesman that I had seen discount codes online and wanted to use them for my purchase, he assured me that they would be applied at the end of the transaction. Despite all of this, I tried to maintain my patience and not jump to conclusions. When I asked about promotions, specifically one that included a custom shirt with my suit, it was brushed off for the end. When it came time to pay, I asked for a moment to think over my purchase, explaining that I had traveled over two hours and needed to get on the road before the weather worsened. The staff refused, saying I had to complete the transaction or risk my information being deleted. Reluctantly, I went ahead with the purchase. Ten minutes later, I called to remind them that the promotions we had mentioned were not applied, and I was told that all sales were final. I explained that I had mentioned the promotions in-store, but the manager on the phone refused to offer any solution, saying the only option was to note my account for a future purchase. I made it clear that with the level of service I had received, I had no intention of returning. What should be a special, personalized experience turned out to be disappointing. The lack of consideration for womens needs, poor customer service, and disregard for even basic promotional offers left me with little confidence to return.

    • Initial Complaint

      Date:06/01/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On november 9th 2024 I purchased a suit , It arrived 9/25/2024.Upon review the the suit, I noticed several "manufacter Defects" on the **** of the suit. It look like my ****ed had gotten into a knife fight years ago and it scared over.I submitted a ticked ( Reference Ticket #******.) The very next day 9-26-2024.I have been in they chat several weeks trying to find out what is going on with no contact. At one point I was told the ticket was closed"probaby by mistake" I am constantly being told the issue is being flagged and someone will reach out to me in 2-3 days but never happens.I have saved the chats and history.

    • Initial Complaint

      Date:13/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 4 tailored shirts from Indochino in August of 2024. The shirts arrived 2.5 weeks later, and did not fit at all. The measurements were wildly off, which was confusing because not only did I submit my own measurements when ordering a suit from Indochino in 2023, but I also had my measurements retaken by one of their master tailors in person at a ********* because the suit didn't fit properly either.I contacted customer support (******) at **********************, had a very lengthy back and forth over email, trying to reach a resolution. When the option of remaking the shirts was raised, I initially agreed, but the recommendations from Indochino's virtual tailors didn't make sense, so I requested a refund instead. I didn't hear back from Indochino's chat support, so I called, and when speaking with "*****," he assured me that he would contact ****** and have him contact me. This never happened, and the Indochino customer support **** stopped communicating with me, so I filed a charge dispute with my bank and credit card. Indochino's bank rejected the dispute, and a new customer service *** got in touch with me, telling me that in order to continue "helping" me, I would need to pledge in writing that I was "willing to work within their terms and conditions." I've since contacted the Indochino customer service **** at least 3 times, and I've either been ignored, or the same line was delivered requiring a declaration of some weird fealty to their brand. All I want is my money back. I'm out $218 and I don't have the clothes I ordered. This is the worst customer service I've ever experienced.

    • Initial Complaint

      Date:19/11/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Manager and district manager of the king of Prussia location refused myself and 6 groomsmen service. We were to be fitted for suits for my upcoming wedding. The manager advised he couldnt handle our party due to staff shortage and walked away. The district manger then introduced herself as the dm and told us to leave.

    • Initial Complaint

      Date:19/07/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wedding is coming up in October 2024. The colors for the wedding are fall inspired. I am a Texas Longhorns fan, so I decided to go the rust/burnt orange route. I found the perfect suit on INDOCHINO.com. After taking my measurements and plugging them in, I ordered the custom made suit. The color on the website [FLEETWOOD MOLESKIN TOBACCO] shows to be orange, which is what I was looking for. The suit showed up in the mail this past weekend [July 13th]. I opened the suit and to my surprise, the color is completely off [see attachments].I reached out to their customer service to resolve the issue. They replied back that the suit needs to be put on and photographed in "natural lighting". The original photo I sent is of the suit, still folded in the box, is next to an open window with natural lighting. Under their Return Policy, they will not accept the suit if it has been worn which is why I didn't try it on. I didn't want to give them an excuse to use for not returning the item.They will not refund me for my purchase since it is their "sole discretion" to do so. And if they decided to refund, it will be in the form of a store gift card. I cannot use the card for anything else, so it's useless to **** just want my money back. I spent $499.32 on this suit for my wedding. Times are hard now as is and I can't do anything with a *********************** suit. Please help me resolve this and hold the company accountable. I do not want this to happen to someone else.I uploaded the suit that is advertised on the site and the suit in person.

    • Initial Complaint

      Date:29/05/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Online order with Indochino. Order placed on hold with no delivery date confirmed in multiple conversations. This week I noticed someone at Indochino had gone onto my account and added (then cancelled) an order. Combination of poor business practices (lack of information re status of orders and delivery) and cyber security issues. Attached document explains everything. Thanks!

    • Initial Complaint

      Date:18/04/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two suits in person from Indochino. The rep at the Newport Beach location was fine however, he did not inform us that once we confirmed our choices that we could not change them. As a consumer why would we think they were final when the entire process takes over three weeks and sometimes over four?

      I wanted to make a small change to one of the suits so I went online to see if it was changeable. Online they make you chat in or leave a ticket. Once I chatted in, I sent an email with the specifics of what I had asked to be changed (the suit liner). This was on Monday the 18th. Since then I have emailed in several times and chatted in asking to speak to a manager to get this resolved. I have offered to pay more to get this done. Nothing. Gerogia and Jonathan have been the two customer service reps who have "helped" me yet they both have REFUSED to transfer me to a manager so I can speak with someone higher than them. They have made it impossible to move this forward and at this point. I just want a refund if I cannot have the proper changes made.

      This is now day three of not being able to get through to someone. I am currently chatting with Jonathan via chat and he is refusing to get me to a manager. This is unacceptable. Is this the customer service you choose to provide?

      Customer Answer

      Date: 18/04/2024

      I would like to repair the modification I need made to the suit and for Indochino to call me. 

    • Initial Complaint

      Date:14/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A suit was purchased on January 20th. All measurements and set up of the online account were performed by the store directly. The suit was expected to ship within 3 to 4 weeks; however, after visiting the online account we see that the suit has been put on hold without any explanation from the company. This order was not fulfilled on the expected timeframe that was promised by the business. This suit was needed for a wedding and we now need to purchase a different suit in a much shorter timeframe. Do not trust this business for important events.

    Indochino Apparel Inc. is NOT a BBB Accredited Business.

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