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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:27/04/2023

      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.
      March 26, 2023 order # ********* $968.16 Ordered a custom fitted suit and suit does not fit. Tailor says its way too big to do alterations.

    • Initial Complaint

      Date:24/04/2023

      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 from Indochino and when the suit arrived, I saw that is was grossly misrepresented online and rather than receiving a brown suit, I received a red suit. Per the company's instructions, I sent an email within 10 days of receipt of the suit and explained what had occurred. While the company has a "no return policy" there are exceptions. Over the next 7 days, the following occurred:1. I was told to expect a long delay in customer service emails and to "live chat" with someone during very limited business hours on the Indochino website. There is no phone number to call.2. I start a chat with someone who instructs me to "take my concerns to a showroom," despite that I did not purchase the suit from a showroom.3. I start a new chat with someone else. She instructs me to send pictures of the suit, which can be found online, as well as the suit I received to them via chat. I send pictures. Then she instructs me to send the pictures via email. She sends me an email with a "poor suit fit" form that requires me to explain to the company why my suit doesn't fit. It does fit the color is just wrong-- yet I follow her instructions and explain in the "comments section" my true concern. The woman then emails me that I don't need to fill out the form, I only need to respond to that email with the pictures of the suit. So, I send pictures of the suit per the company's instructions. 3. Indochino doesn't respond. So, I send an email the next day. I am then prompted to send "three additional pictures" of the suit. 4. I follow up a day later asking if there is someone in the company that I can actually speak with over the phone and the customer service representative--despite the fact that ************************************** to send her three additional pictures--informs me that "I will never be refunded per her and her supervisor."This was very upsetting. This suit was for my wedding and cost over $400. I spent months saving and planning for the purhcase.

      Customer Answer

      Date: 24/04/2023

      *************************

      ******************************

      **********, **, *****

    • Initial Complaint

      Date:29/03/2023

      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.
      I ordered a suit in January 2023. And the jacket was made single vented instead of double vented. They are not willing to correct a mistake and remake the jacket.

    • Initial Complaint

      Date:16/03/2023

      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.
      I tried to place an order on Mon March 13th 2022. Two suits, with the redcarpet coupon code which provided a $100 discount per suit ($200 total). After trying to place the order I realized I never got a confirmation email. Not sure what happened, technical error, website time out, etc. - I tried to call customer service, but it was after hours.On Tuesday, I tried to place a new order but the coupon had expired. I used **** **** and spoke with ******** who told me there was nothing they could do. She mentioned they only make exceptions for technical errors. I explained that the issue I faced was a technical error, she didn't agree. I asked to have a manager review, and was emailed later that again, they only make exceptions for technical errors. I replied, explaining again that I simply try to place an order with coupon that was live just the day before due to my TECHNICAL error in placing the order. No response.Wednesday, I use **** **** and and Phone # to ask for the same courtesy, and in both instances I am told they can't do anything because they only make exceptions for technical errors.Throughout this whole process I found the customer service team to be unhelpful and seemingly dismissive.

    • Initial Complaint

      Date:16/02/2023

      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.
      On November 23, 2022 I ordered a suit for my wedding on March 4, 2023 and made clear to the employees when the suit was needed. The first suit needed to be remade. When it came back and was still wrong, Indochino told me that the employee that took my measurements did it wrong and that it would be remade with the correct measurements. That was on January 14. I contacted the store on February 5 to ask about the status and was told they would look into it and get back to me. On February 11, after no response, I contacted the store again and was told someone would get back to me. I contacted the online support desk for help and was told on February 13 that someone would get back to me in 1-2 business days. I emailed back on the evening of February 15 after not hearing back and still nothing. I leave for the wedding in less than 2 weeks and no one from Indochino will give me any information as to when or if I will get my suit. The customer service is horrendous but doubly so considering they know it is for a wedding and I am running out of time to find a replacement option. If they told me 2 weeks ago that I wouldnt have it in time, I could have found another suit and gotten it tailored but because of their silence, I am much more limited in what tailoring can be done. Despite multiple requests to both the local store and the online customer service desk, I cant get anyone to give me any information.

    • Initial Complaint

      Date:13/02/2023

      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.
      On May 24, 2022, I ordered a pair of pants from INDOCHINO (order #*********). Below is a summary of my experience:06/14/22: I received the pants. They fit poorly.06/14/22: I submitted a remake request (#******), including the required pictures and alterations form.07/08-12/22: I corresponded with a Customer Experience Guide who eventually forwarded my remake request to the remake department.08/01/22: I received the remake pants. They still fit poorly.08/03-08/22: I corresponded with the same Customer Experience Guide who eventually had me submit another remake request.08/08/22: I submitted another remake request (#******), including the required pictures and alterations form.08/08/22: I asked for a return label to return the ill-fitting pants. Nobody responded further.10/03/22: I asked for an update, because it had been 8 weeks since I had heard from the Customer Experience Guide. Nobody ************/29/22: I asked for a second update, because it had been nearly 12 weeks since I had heard from the Customer Experience Guide. Nobody ************/10/22: I asked for a third update, because it had been nearly 18 weeks since I had heard from the Customer Experience Guide. Nobody responded.I have repeatedly contacted INDOCHINO by phone, email, and postal mail, but I have not received a response in over six months. Based on the above, INDOCHINO has violated at least the following:-INDOCHINOs own policies;-Express and implied warranties of merchantability;-Breach of contract; and -State and federal regulations. For the foregoing reasons, I demand a full refund in the amount of $83.94 for my order in the form of a credit to the original payment method. Given INDOCHINOs violations of its own policies and the other violations described above, I will not accept a refund in the form of a merchandise credit.

    • Initial Complaint

      Date:09/02/2023

      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 fianc and I decided to trust this company in the creation of his wedding day tuxedo. After purchasing the tuxedo my fianc went to an indichino store to formally get his measurements and alterations done by the staff. Trusting that because the measurements were professionally done, we presumed that the fit would be right. After receiving the suit we noticed that the tux pants were far too short and far too tight there was also a silk stripe on both sides of the pants that was not mentioned in its description. ** ************* ***** **** **** ******** ******* ******* ** ***** ** ***** ******* *** **** ** **** *** *** ** ****** ********* **** ***** *** ** *****. Upon reaching out to customer service and explaining the situation I was met with no solutions for resolving this matter. Im deeply saddened as this tuxedo is for our wedding day and the encounter with this company has been a nightmare and is causing a great deal of stress as we have no solution for our June wedding. We had planned on having the rest of the groomsmen order suits from here as well but based on this experience we will not be doing this

    • Initial Complaint

      Date:03/01/2023

      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.
      On 8/16/22, I let the company know that there were significant fit issues with my first suit that I ordered online. They asked that I take pictures (not measurements) and send them for a remake. I did as instructed and the second suit came - again with significant issues - and on 11/13 I emailed support again and on 11/22/22 they asked for pictures again for another remake. I immediately replied to tell them that at this point I was no longer interested in yet another remake and I wanted a refund. My email since 11/22/22 has gone unanswered. I emailed on 11/24, 12/3, 12/15, and 1/2/23 without any reply. I also reached out via ******* and gave them the same information upon request. And, I used the chat feature on the website. The agent on the chat was very ****. Did not apologize for the experience, said they'd pass it along to the supervisor and that was it. Did not ask for additional information. When I asked when I could expect a reply or if more was needed their response was "as I stated....". This company is dishonest, not customer focused and anyone considering doing business with this company should seriously reconsider.

      My order #: **********

    • Initial Complaint

      Date:30/12/2022

      Type:Product Issues
      Status:
      Unresolved
      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 decided to use Indochino to purchase some shirts. I placed an order on 11/15/2022 for 10 shirts and paid around $600. I went to their location to get measured and 3 weeks later, I received my shirts. They didn't fit properly and were too tight. I scheduled an appointment and went back to their location to get these adjusted but they said the shirts will need to be remade. They remeasured me and made adjustments to my measurements. 3 weeks later, I received a package with the shirts and upon trying them on, they still didn't fit. They were the same fit as the last time and this time around, they didn't make them according to the customizations I selected.

      This has been a very stressful process. I would like a refund but I am told by the company that they don't offer refunds. I do not want to go through the hassle of going through measurements and waiting any longer. It's a waste of time and money. I am unable to even purchase the shirts which I have to use daily for work elsewhere, since I have invested 100s of dollars in this order.

      Business Response

      Date: 30/12/2022

      We have followed with the showroom and they will be in touch with the customer within 1-2 business day to provide assistance as per our terms and conditions. 

      Customer Answer

      Date: 09/01/2023



      Complaint: ********



      I am rejecting this response because:the business has refused to give me a refund. They are wasting another 4 weeks of mine and there is no guarantee that it'll be made correctly. I have gotten myself measured in person twice without any luck. I am disgusted with them and will never ever do business with them. 



      Sincerely,



      ****** ******

    • Initial Complaint

      Date:16/12/2022

      Type:Billing Issues
      Status:
      Answered
      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 a custom suit from Indichino's store *** ** *******. The suit was purchased on the same day that their Black Friday promotion was live - Nov 11th. Immediately after I purchased the suit I looked online and saw the suit was $200CAD less than I was charged. My Fiance screen shotted the promotion (attached) on the same day, I sent it to their store and was refused any price adjustment. I requested the suit be cancelled however they said it was in production and would not allow me to do so. You would think after spending $700CAD on a suit you would receive some level of customer service. **** **** **** *** **** ********** *** ****** ******* *** ********** ******* ******** ** ******* *** ****** **** **** *********

      Further, in response to writing a review on ****** to this effect the store responded saying their promotion was not active on November 11th. Please see attached a screen shot from November 11th of the live promotion on the day of his purchase.

      I'd like to note I was unable to reach the store directly until Nov 13th (he told the staff this). **** **** **** ********* ********* *** **** ***** 
      It is completely unreasonable that when you prove that the suit was on the same day of purchase on sale and the staff failed to honor that sale price. I am requesting they honor their promotion and refund me the difference.

      Business Response

      Date: 30/12/2022

      As per our terms and conditions, we do not offer price adjustment for Black Friday and Cyber Monday promotions. Customer has agreed and signed the terms and condition at the time of the purchase. ******************************************

      Customer Answer

      Date: 03/01/2023



      Complaint: ********



      I am rejecting this response because: My screen shots prove that the promotion was active on the same day I made the purches. I should have been given the adverted price from Indochonos website. I do not understand why I was charged the higher price.  It's is not fair and it is glasé advertising. 



      Sincerely,



      ***** ******

    Indochino Apparel Inc. is NOT a BBB Accredited Business.

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