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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:12/07/2023

      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.
      My wife bought me a suit for our wedding, at Indochino. After 1 hour of measurements, and after waiting a couple of weeks for the suit - we received it before we left on our road trip to elope. The suit was way too small, it wasn't even close to my size, and it also had errors in the threading on the front of the jacket in multiple places (different colour threads, white on a blue suit). We didn't have time to have it remade and so we bought a suit at *** *** (which was amazing!) and returned the suit to Indochino. They wouldn't take it back and they still haven't refunded our money (even though the suit was horribly made, and was made for someone else's size - not even close to my size on the arms, shoulders, and legs), so we are now disputing with our credit card company. Please just buy your suit elsewhere, this was a really terrible experience.

    • Initial Complaint

      Date:07/07/2023

      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 friend and I were in a wedding on June 24, 23 and bought a suit for the wedding party went into the store to have it fitted and ordered by the employee there. Received the suit in the mail within reasonable amount of time. The day of the wedding we both realized we were given the wrong suits from the other groomsmen, needless to say the bride/groom were furious because this is the 1 job of the employee at the store to get it right for the groom. The two of us stuck out and it ruined the wedding pictures and was a very uncomfortable situation to be involved in.

    • Initial Complaint

      Date:26/06/2023

      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.
      I visited the location multiple times, for a suit And still havent got the job done. No solution was provided but to visit store maybe additional 2-3 times for the measurement, or I can just get a store credit and have the same experience again, or take it or leave it. (1) Ordered a suit with in store exact body measurement in person from them around April 2023, suit comes within 1 month. However suits came out to be too tight and small, arm hole shoulder too small missing pick stitch. (2)was told to bring it back for alter. (3)Two weeks later was told to back for pick up and try on for final look, but again issue still exist and offer to wait for another remake due to manufacture issue and not able for alter anymore. (4) receive the new remake suit in June 22, similar issue exist, went to the store again to speak with store manager and both agree that remake suit were too small again from the manufacture. (5)He offers to give it another (the 3 time)try to see if they can make it right. If not, I have the option to revisit another time for alternation or I get store credit. As consumer, I never have such terrible experience in a product where I have to spent my own time and money to traveling back and forth multiple times to accommodate them to do the right job and the only solution was hey we can do this all day or you take the store credit but chances are things gonna go back to stage 1 again..

    • Initial Complaint

      Date:23/06/2023

      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.
      I purchased two suits and an overcoat on 11/23/2022 and paid $1,105.14. Indochino provides a "Fit Promise" on their website, summarized by the statement: "Our Promise: If your suit doesn't fit the way it should, let us know & we will make it right".My items were extraordinarily small when they arrived. Since the size changes needed were so extreme, alterations were not possible. I have worked with the company to remake the items two times, and seven months later the items are still unwearable. I have exchanged dozens of emails with their customer service representative and requested that my concerns get escalated to a supervisor on three separate occasions and no progress is being made. Please see the attached log of contacts between me and the company for a summary of our communications.While the company does not typically offer refunds, I am requesting a refund because of the extraordinary difficulty in achieving an acceptable resolution. Also, one of my garments was an overcoat that was intended to be worn last winter and is no longer needed.The customer service from this organization is appalling and they appear to have little interest in fulfilling their commitment to provide me with proper fitting garments. My order number was *********. My most recent service request number is ******, although this number seems to regenerate with each email request.

    • Initial Complaint

      Date:12/06/2023

      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 purchased my now husbands “custom” suit mid-April and received it 5/1/23, 5 days before we left for our wedding, 12 days out from it. The suit was nothing like it was pictured on the site and while the description said it was 100% linen, my BA in apparel told me otherwise - it felt like cheap flannel sheets. The color was entirely misrepresented, the solid lovely navy on the site was an ugly blue & black weave with cheap shiny black buttons - not the tortoise one shown. We ordered the suit as shown for reference. It was a $500 suit that we had put off on purchasing since it was a large expense for us and we would have never gone for custom outside of the wedding. The suit was at minimum, 4 sizes too big - the pants would not stay on, they fell immediately- and they wanted us to go to a showroom. The nearest one is 2 hours away so there was no way we could do that in our time frame and there wasn’t time to order a new one. Being extremely familiar with garment construction, this suit was absolutely unsalvageable. It should also be noted that this was made & shipped from a Chinese factory which was not mentioned on the site. I have now been strung along for over a month while Ayo tells me he’s waiting for more information and finally says I cannot have a refund. This business is widely advertised on wedding sites, social media and podcasts and needs to be held accountable for the financial and emotional stress they are causing couples planning their weddings, it’s not right. They are telling me they will fix the suit - it is not fixable and we do not need it as we had to purchase another suit last minute that we didn’t even have time to get tailored

    • Initial Complaint

      Date:02/06/2023

      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.
      I ordered (December 2022) and received (January 2023) a custom suit. Just a few month later the suit pants began pilling. I contacted Indochino, but they refused to replace the pants unless I pay $99 plus shipping. I expect a custom suit to last more than just a few months in good condition.

    • Initial Complaint

      Date:02/06/2023

      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 purchased an Indochino suit on April 8, 2023 for my wedding. I went and received measurements at ********* (which were measured incorrectly). When I went to get alterations on the suit on May 30, 2023 and they said that they no longer had the material available for alterations. I wish I had gone sooner but my dad had a ***** ************* in a different state and I was attending to him. They admitted that there was an error in submitting the measurements on their end, but they still told me that my only course of action was to buy a different suit. There was little sympathy from customer service and said they would try to get the material back in stock but couldnt promise anything and there was no other way to resolve the issue before my wedding on June 24, 2023. My expectation is that you have the material available to complete alterations for customers who had recently purchased suits.

    • Initial Complaint

      Date:24/05/2023

      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.
      I ordered a suit and chinos from the company. It took almost 6 weeks to arrive - I allowed for 5 weeks from date of order and over 4 weeks from date of measurement. I finally got the suit and the fit is horrible. The style is ugly and I used all of their recommendations. The fabric is cheap. They are only offering a final look tailoring appointment even though the overall ************* is not flattering nor what I was expecting. The material of the chinos is not what I was expecting - they fit like dress pants and are pleated. *** requested an explanation and a refund and they will. It oblige. Really aggravating businesses practices. Definitely do not by a suit from here unless you know your style, sizing, and materials to ***.

    • Initial Complaint

      Date:19/05/2023

      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.
      A wedding party I am in required 5 suit/shirt combos for the groomsmen. The groom purchased his suit and shirt at the Indochino location in ********, ** based on a "wedding discount" price of $668 + tax. He set up a file based on his order (#*********) and was advised that his groomsmen would receive the same price, regardless of Indochino location) they visited. The groomsmen's names were noted in his order file as a reference. I placed an order (#*********) at the Indochino location in *******, **. The store refused to honour the discounted price, charging me $753 + tax. They were able to look up the groom's order in the system and could see the discounted price as well as my name listed as another groomsman.I contacted Indochino's customer service who referred me to the ******* showroom staff who repeated that they would not honour the discounted price and advised to contact customer service again. Customer service declined to provide any further resolution.Indochino engaged in misleading "bait & switch" advertising and refuses to acknowledge or correct their fraudulent business practice.

      Customer Answer

      Date: 19/05/2023

      The purchase was made on Thursday, May 11.

    • Initial Complaint

      Date:16/05/2023

      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.
      Purchased $1700 worth of custom shirts and suits and was promised delivery in 3 weeks. Five weeks later no clothes have arrived and the customer service keeps saying we are not providing the information to the shipper despite nothing being requested from ** from ***. They are refusing to refund but we dont have the items and as far as we know neither does ***.

    Indochino Apparel Inc. is NOT a BBB Accredited Business.

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