Complaints

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

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Indochino Apparel Inc. has 62 locations, listed below.

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  Indochino Apparel Inc.

  102 1014 Homer St Vancouver, BC V6B 2W9

• 

  Indochino Apparel Inc

  143 King St E Toronto, ON M5C 1G6

• 

  Indochino Apparel Inc.

  424 Broome St New York, NY 10013

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  Indochino Apparel Inc.

  158 N Fillmore St Denver, CO 80206

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  Indochino Apparel Inc.

  1718 Walnut St Philadelphia, PA 19103

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.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Oct 25rd 2023 I ordered a custom tux from Indochino online. They asked me to do an in store fitting to get my measurements. I went to the 85 Newbury St store in Boston with an appointment on the 26th 15 5:30pm for the measurements. These were done and imported satisfactorily. Afterwards there are a number of customizations for the tux that needed to be inputted online, but the online tool was not working, so I contacted customer service via online and was assigned their ticket number ****** on the evening of the 26th. At 6:11am on Oct 27th, Carolina from Indochino contacts me regarding ticket ****** and asks me to type in the customizations. At 4:23pm that day I respond with my customizations. At 4:30pm Carolina responds to confirm the customizations. The next morning, Oct 28th at 8:38am I respond and tell her that several of my customizations were transcribed incorrectly between my email and her confirmation email. Two days later, Oct 30th at 10:18am Carolina responds saying that it is too late as the clothing has already shipped. I receive the incorrectly made clothing Nov 9th. Nov 16th 7:55am I resubmit a help ticket saying my order ********* was fulfilled incorrectly and that I wish to have a full refund. Nov 16th 9:44am Carolina responds saying that my email telling her that she had somehow transcribed my email incorrectly was added too late, neglecting to mention that she is at fault for not transferring the customizations I requested correctly in the first place. However, she notes, she'd be happy to discuss issues of fit. I respond at 9:51am that this is not a matter of fit and that major customizations like pockets, pleats, and suspender buttons are incorrect and that I had indicated the proper desired customizations in my 4:23pm email to her on Oct 27th. She never answers again. I have a $561.86 tux that I cannot wear for my wedding. Indochino is not refunding me and sold me a useless pieces of fabric with no recourse.
  

• Initial Complaint

  Date:25/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am requesting a refund for the three dress shirts totally $267 ordered on April 12, 2023 (Order number *********). On April 12, 2023, I ordered 2 suits and 3 dress shirts under Order ********* from Short Hills ** store. Arrived on May 3rd and did not fit. I scheduled an appointment on June 2nd at local indochino -*************************** Park Mall in **********, **. I was remeasured with photos taken and item reordered. The new items arrived June 15th and the pants and dress shirts did not fit. The pants were tight in waist and the dress shirt necks could not button or fit on shoulders. I returned to ********* Indochino July 8th with the pants to be fixed. They were reordered and arrived July 24th and again were ill fitting. I returned to store on 9/22 and re emailed Indochino directly with a complaint. The tailor suggested another style in pants, questioning the original style based on my body type and measurements, and were again reordered. More photos were taken by the store. The new order came on 10/22 and were even tighter pulling in thighs and buttocks.I then drove a 6 hour distance from my home to short hills store. On Nov 28th, I was refitted and left pants there to be tailored. The staff acknowledged that the neck could not button and the shoulders did not fit on the shirt, so they were reordered and arrived on 12/20. The shirt neck now buttons but the shoulders do not lay on my shoulders. On January 9th, I called Indochino customer service and requested a refund for the shirts. I spoke with ****** who said a supervisor would call, which they did not. On January 11, I emailed ****** requesting a supervisor contact me and sent a formal letter of complaint.I did not receive a response, followed up again via email on January 16 and 17 with no response. I called customer service on January 17th and spoke to ***. I was told that ****** would set up a meeting with a supervisor to discuss and someone would call me. I have not received any phone calls or refund.

• Initial Complaint

  Date:24/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 suits and 3 shirts from Indochino (IC) back in 2023. Over time, I've finally been able to use the outfits for events and all has been as expected until I tried to use the new white shirt. With no friction or tension, the shirt fell apart and tore. I reached out to IC customer services to simply replace the defective product on January 9th. What followed were days of passive aggressive arguments about "fit".I continued to explain that all other pieces of clothing are the same fit and specifications and work fine without issue but this one particular shirt on it's first time to be put on rips with no cause. I try to make the case over and over to them on this logic to which they simply stop responding and ignore me after January 12th. My request is simply they exchange the shirt as it has a manufacturing defect.

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This is a ********** business advertising custom suits but delivering non-custom finished product. The experience is to go into a store and spend an hour getting specific measurements that they ship overseas for a custom fit. The product that arrived barely fit and was so off that my tailor could not even salvage. Upon calling customer service they encourage me NOT to visit their store but use my own tailor and they can only cover $75 for fixing the mistakes. No refunds no exceptions even though they took $700 for a custom fitted suit and delivered the wrong suit.The issue is that even if fixed which is looking unlikely possible, you ************ charged me for custom when it was not. I am requesting full refund for not adhering to what was sold.

• Initial Complaint

  Date:27/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Still don't have my suits after multiple rounds of fitting, shipping and alterations.
  
  It takes 1 hour for sizing, 10-20 days for them to make it, 4-7 days for it to make it to your house, another hour for final fitting then 10 business days for alterations.
  
  I did this THREE times and still no suits worked out for me.
  
  Started September 9th with this process an it's the end of November and I don't have my product. I spent 1600 total. Ended up asking my bank for a reversal and Indochino provided an outdated tracking to get the money back from the bank.
  
  So now I don't have the money or the suits that I paid for. All out of options.

• Initial Complaint

  Date:22/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  So my story begins on Sept 30, 2023, I went in to Indochino located in ***** ***** **** ** short hills, NJ. My measurements were taken and a suit was picked out. I was told after the order was placed it would take anywhere from 3-4 weeks to receive my suit. On Oct 17, 2023 I received an email from Indochino stating that my suit has been shipped. A tracking number was provided, fast forward to Oct 26, 2023 I received an email from *** stating that they needed a copy of my license or passport so that my package can pass through customs. I sent them a copy of my license. Fast forward to today Nov 3, 2023 there has been no update as to where my suit is, *** keeps telling me only a shipping label was created and they don’t have my package, I’ve been on the phone with Indochino the past 3 days and they haven’t given any type of help as to where my suit is, when to expect it. Only that “we’re going to escalate this up to some one who can help you” and I still have yet to hear anything back. I literally get married on Nov 11, 2023 which is in 7 days and still have no suit to wear! I’m legit livid at this matter because I feel like nothing has been done to accommodate the matter and no one legit cares. I’ve tried calling, emailing and using the chats on Indochino.com and no one can help me or give me any type of update of when to expect my suit or where my suit is.
  

• Initial Complaint

  Date:26/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 originally purchased a tailored suit from Indochino Apparel Inc in 2015. The tailored did not fit and as part of their policy, I requested that a new suit be provided to me to accommodate for my fitting. This was unsuccessful as customer service sent another suit that did not fit. At this point all transactions and communications were completed online and I had requested that I be able to complete an in-person fitting. I was originally told that there was no location near me to accommodate my request in Arlington VA. I then spoke with a representative in 2018 about my complain and they still were unable to accommodate my request. I contacted Indochino Apparel Inc in 2020 however I was unable to reach a representative due to the pandemic. I purchased a suit in 2022 and requested a credit for my previous purchase, however was denied and also had my account with the merchant closed.
  

  Customer Answer

  Date: 26/10/2023

  I have added support for the original order (# *******) and the follow-up order seeking replacement order (# *********) for the initial suit order that did not fit. 

• Initial Complaint

  Date:23/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hi I attempted to contact indochino about the defective fabric that I was sold by them for a custom suit. They told me that they werent going to honor anything and could not provide me with a resolution. I purchased this suit along with two other suits. The two other suits had no fabric issues. This suit has multiple issues, fading color, defective fabric, and constantly wrinkled even after professional steam and dry cleaning. This is a defective fabric and all I was asking was for them to give me store credit or make the suit in a different fabric. My other suits from them are great and I have no issues with the fabric.

• Initial Complaint

  Date:20/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 already filed a complaint and the business did not respond. I filed it with the corporate office, now I am filing it with the local store. I have been disputing this with the store for months, and the transaction is now over a year old - but still have not had a resolution and the store will not respond to either my credit card company or my complaint on here. Details of everything are attached.In short, I bought 2 custom suits from Indochino last year and they arrived in the wrong size. I brought the suits into the retail store to be fixed, and soon after they closed this location as they were moving stores. I never got my suits back, it seems to me they were lost in the move but I have not heard from anyone to be sure this is the case. The one time I got ahold of somebody they said they would check and call me back - never did.Thanks,****

• Initial Complaint

  Date:25/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 made a purchase online from Indochino following all of their instructions and the suit I received was quite possibly the most ill fitting garment I have ever received. I went to their store in New York to seek a resolution and they remade the suit. They again failed to make corrections to the suit to allow it to not just fit my body shape, etc, but it just didn't fit, so they made another one. They mailed the pants to my home, but the jacket went to the store. When the pants they sent to my home didn't fit, I again reached out both to online customer service and to the manager at the New York store. It took over a month for me to even hear back from the team online. I asked to speak to a supervisor and they continuously denied my request. They also told me that they were going to reach out to the store to have the manager contact me, that also never happened. Yesterday, I reached out to the store as I wanted to speak with someone about my order, and was informed by the manager on duty that the jacket they apparently had for my order was disposed of. I was never contacted by phone or by email by anyone at the store prior to them making that decision. There is a clear failure of communication between the company, their online customer service, and the stores, both internally, and to their customers.