Business Profile

Custom Suits

Indochino Apparel Inc.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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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:16/11/2022
Type:Product Issues
Status:
AnsweredMore 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 recently made a purchase for an overcoat and shirt from Indochino. I went in-store (the SoHo NYC location) to make my selection and get measured. While in store, I viewed the overcoats available, and I found them to my liking. There was no navy blue color in the store and I asked if it was available online. I was told it was and made my order for a navy blue coat.

When I received my overcoat, I realized that I had received a different version of the coat than I had seen in store. After doing some research online, I now realize that in store I had felt and looked at the Heartford coat. Unfortunately, the sales associate entered my order in as the Hatton coat, which I did not realize until I had received my order. The Hatton coat does not fit my needs as it is fairly light and will no work as a NYC winter coat. I even got the quilted version of the coat as I wanted it to be as warm as possible!

I went to the store after receiving the coat and was told there was nothing they could do, and that it was essentially my fault the coat was wrong since I signed the forms (how was I supposed to know that there were different versions of the coat, or which coat was which since I was not shopping online?). They offered to check the fit on the coat, but would not exchange it or offer to remake it in the material I had though I ordered. As such, I left the store. I also registered a complaint online the same day but never heard back. This has been an extremely disappointing experience for me. The coat was not cheap and having no ability to get the coat remade or refunded has led to me wasting the $450 it cost.
Business Response
Date: 02/12/2022
the showroom employee contacted customer and left voice mail. We are unable to offer refund as per our terms and conditions.
Initial Complaint
Date:16/11/2022
Type:Product Issues
Status:
AnsweredMore 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.
Ordered a suit July 16th 2022 for my wedding in October. I was measured at the Portland Oregon Store and had the suit shipped to Miami where I live and where the wedding was. The suit did not fit, however, the store reps continually told me they could fix it. After 3 attempts with the tailor, each of which was a huge inconvenience, I finally brought a fitting chart into the store to show them that the suit would not be repairable as the jacket was simply too short.

So, there I was less than a month before my wedding with no suit! Obviously, this was a big stress for my fiance and I, as if we didn't have enough to do in the weeks before the wedding, now we had to go find a suit as well. I requested a refund from Indochino, as I spent over $600 for services not rendered. They offered me a replacement suit, however, I have no need of a suit, I don't wear suits and this one was exclusively for my wedding. Well, long story short, I have been dealing with this for months now, and the regional manager from Portland, where we ordered the suit, has simply ceased to respond to our requests.

If a company is hired to fulfill a service and they fail to do so, leaving their customer with empty hands, it seems a refund is in order. They have already acknowledged their mistake as they've offered a replacement suit, but this does not solve the problem as I have no need for a suit, I ordered a wedding suit and they failed to provide one before the wedding despite the fact that I ordered it over 3 months before the wedding.

It shouldn't be this difficult to just get a refund.

Order # *********
Business Response
Date: 02/12/2022
customer received compensation for the inconveniences.
Customer Answer
Date: 05/12/2022

Complaint: ********

I am rejecting this response because: I still have not received any compensation. I was forced to accept a gift certificate for the value of my suit as this company would not give me a refund despite the outrageous nature of the situation. So, I agreed to the gift certificate..... but still have not received despite numerous emails, all of which are documented. Please get me my gift certificate so I can put this to rest.

Sincerely,

****** *****
Business Response
Date: 21/12/2022
Customer has been in touch with with the district manager via emails. Please continue the contact with the manager and they will be able to send the gift card code.
Initial Complaint
Date:15/11/2022
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.
I went into the Indochino display At ********** ********* ***** to het measured for and buy a custom suit for my wedding. The woman there took my measurements and told me to order it online myself. Using her measurements I went home and placed the order. After 3 weeks the suit and shirt arrived. The shirt fit pretty well, the pants were slightly long, the vest was HUGE, and the jacket was small by about 2 inches!!! I went back to ********** for the indochino tailor. He said except the jacket, everything can be tailored. The jacket needs to be remade. The girl takes pics and measurements and says they will get it remade right away. At this point I am about 65 days from my wedding. Two ish weeks later the jacket comes and way too small again. I go in and complain. The gentleman that was there assures me that they can remake it right and have it to me intime for my wedding. Another 3 ish weeks go by and I get the THIRD try for the jacket. I go into ********** and it is tight in the chest. The tailor says it CANNOT be altered and needs to be redone! I was infuriated. It seemed as if they were trying to ruin my wedding. I now had to go out and find a new suit with 30days till my wedding because I couldn’t trust that indochino would be able to get me the jacket in time and tailored.
I spoke to the manager Judy. She told me that she will call the supervisor at indochino. After a back and forth I was told I would be getting a refund. That was over a week ago. No communication, no refund. I think they are trying to ***** my money. I did not get a usable product and no refund attempt.
**** ******* ** **********
Business Response
Date: 02/12/2022
Customer has been refunded already
Customer Answer
Date: 20/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:17/10/2022
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.
On April 30th, 2022 I made an order at your Seaport location for a Hemwsorth Silver Grey Suit for a wedding party I was in, scheduled for August 6th, 2022. At the beginning of June the suit came in and I could not even put the jacket on because it was extremely small. I made a refit appointment on June 29th, 2022 and during that appointment I was told that the suit would need to be remade. I was assured by the employee that the suit would be remade and delivered in time for the upcoming wedding on August 6th, 2022. Two weeks pass and I decide to check my account for an update. My account says the order is still on hold because Indochino discontinued the material my suit was made from. I called the Seaport store and the employees told me they were able to source two of the Hemsworth Silver Grey suits from another location. I made an appointment for Aug 2, for 12:30-1:00PM, to try on these two suits (I live in ***** every time these appointments are made I have to drive 2 hours to their location). Both were tiny and I could not even put them on. After this the employee tried to schedule another appointment the next day, I said no and the employee assured me that I could call him and either get a new suit or a refund for the suit. Today, is October 14th, 2022 and the suit is still on hold with no update. I called the Seaport Massachusetts store on Sept 13th and they informed me that they cannot issue a refund because they do not take returns*!(what am I supposed to return?) and that I have to wait an unspecified amount of time for the suit material to be restocked. Another member in the party got his suit refunded for the same problem I have (see attached). I also made a ticket on Sept 19th, 2022 to their help desk explaining my issue. That same day the ticket was closed by Darren informing me a manager would be contacting me shortly on my issues. It's been a month and I have received no call. I would like a full refund for the missing item on my order.
Initial Complaint
Date:05/10/2022
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.
On July 19th I went into the Ottawa store to have my measurements taken and placed an order for several items. On July 29th the items arrived, none of the items fit correctly so I booked an appointment for adjustments on August 22nd, which was the first date available. I dropped off my garments and they have been there ever since, with no date for completion available. On September 23rd the store promised they would be ready the week of the 26th. When I called in on the 30th, they still weren't ready, so I had to go buy a different suit for a wedding that weekend. I told the store manager this wasn't acceptable and he said he understood and would have an refund issued. Since then I no refund has been processed and customer support hasn't responded to my emails nor have they had a DM call as they promised they would.
Initial Complaint
Date:22/08/2022
Type:Product Issues
Status:
AnsweredMore 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 pur*****d a custom-tailored white dress shirt on 7/17/22 after having my measurements taken at Indochino's SoHo store. I needed this shirt for an August wedding. This shirt delivered on 8/4. I immediately tried it on to find that it did not fit. It was WILDLY mis-measured - impossible to button at the neck and tight throughout. Clearly there was a measurement or manufacturing error.

I contacted Indochino Customer Support on 8/5 to request a refund given that the shirt would require a remake & no longer deliver in time for my wedding. Support sent me back to the SoHo store, where despite my protests the manager, Usmaan, REFUSED to offer a refund- even though again a remade shirt would no longer arrive in time for my event. I RELUCTANTLY agreed to a remake, which Usmaan personally measured me for. He found several measurement errors as he was sizing me - the prior tailor had apparently made a number of mistakes.

The remake order was placed on 8/5. When it delivered on 8/17 it was again ill-fitting. It is too tight across the chest (since the shirt is too tight vs too large, it will not be possible to tailor). I called the SoHo store again on 8/19, who told me to call back to speak with Usmaan on 8/22. Today 8/22 I spoke with Usmaan who said I will need to return to the store and potentially be eligible for ANOTHER remake, or potentially- if approved by his district manager- store credit.

I do not want this shirt any more as I can no longer use it for the wedding I ordered it for. I do not want a store credit as Indochino has now proven multiple times that its tailoring services are inaccurate.

Indochino is holding my $109 hostage when all I want is a refund. I will be contacting my credit card company about this as well but am also posting here to warn other consumers to AVOID Indochino, their fradulent tailoring services, and their customer-unfriendly and unfair policies, at all costs. I paid Indochino to provide a service they failed to provide. Please refund.
Business Response
Date: 25/08/2022
customer has been in touch with the showroom manager and they have advised customer we do not offer refunds as per our terms and conditions which it has been accepted by the customer. Customer is refusing to book an appointment and visit the showroom back for fit assistant.
Customer Answer
Date: 28/08/2022

Complaint: 17751235

I am rejecting this response because:
This response from Indochino is inadequate and does not address my beyond poor experience nor my concerns with their business practices. I am requesting a full refund for my pur***** after all of the trouble and hoops I've been through. I want to be clear that I already went back to Indochino's show room to process my replacement shirt. During said follow-up visit the store manager himself personally took my measurements. Yet after this the replacement shirt itself was ill-fitting. It is not even close to being wearable.
At this point it is not a tenable solution for me to return yet again to the Indochino show room. Indochino has proven itself unable to provide the tailoring services (frankly, the most simple of tailoring asks: one plain white custom-tailored shirt) even when its most senior on-site employee (the store manager) personally took the measurements. My time is valuable and I can't keep wasting it returning to a store again and again; I work full time and the manager is not available weekends.
Further, at this point - nearly two full months after ordering the shirt originally - I want to be clear that I no longer even need or want the shirt. This shirt was for me to wear during summer weddings that have now already passed. I simply want my money back for a service that Indochino egregiously failed to provide, TWICE. This is beyond a fair and reasonable ask.
I want to be clear that I am happy to either return the second shirt, or return to the store ONE more time but only to show the poor fit of the shirt in person... not to get another shirt, nor to get store credit. I need to be promised that when I demonstrate that the shirt doesn't fit I will receive a cash refund credited back to my credit card (where I have also filed a formal complaint; ***** will be contacting Indochino on my behalf as well as I am NOT paying for this).
Please refund my money for the service that Indochino squarely did not provide.

Sincerely,

**** ********
Business Response
Date: 30/08/2022
Customer has been in touch with the showroom manager and they have advised customer we do not offer refunds as per our terms and conditions which it has been accepted by the customer. Customer is refusing to book an appointment and visit the showroom back for fit assistant. No further assistance can be offer at this time.
Customer Answer
Date: 30/08/2022

Complaint: 17751235

I am rejecting this response because: The business sent back essentially the exact same, totally unacceptable response as they did the first time. They are not listening to my concern nor reading what I am writing - which is a beyond reasonable request for a cash refund. Please advise Indochino that their repeated response is still not acceptable, for all the reasons I thoroughly and thoughtfully detailed in my original email. I will not visit the showroom for good reason, as I explained previously. I am repasting my logic below. Please note the portion in triple asterisks *** below where I CONTINUE to offer to return to the store. This contradicts Indochino when they say I am refusing to return to their showroom. I am NOT refusing that. I AM refusing a replacement shirt. I want and clearly, fairly, deserve a refund.
Here is what I wrote previously:
At this point it is not a tenable solution for me to return yet again to the Indochino show room for yet another replacement shirt. Indochino has proven itself unable to provide the tailoring services (frankly, the most simple of tailoring asks: one plain white custom-tailored shirt) even when its most senior on-site employee (the store manager) personally took the measurements. My time is valuable and I can't keep wasting it returning to a store again and again; I work full time and the manager is not available weekends.
Further, at this point - nearly two full months after ordering the shirt originally - I want to be clear that I no longer even need or want the shirt. This shirt was for me to wear during summer weddings that have now already passed. I simply want my money back for a service that Indochino egregiously failed to provide, TWICE. This is beyond a fair and reasonable ask.
I want to be clear that I am happy to either return the second shirt, ***or return to the store ONE more time but only to show the poor fit of the shirt in person... not to get another shirt, nor to get store credit. I need to be promised that when I demonstrate that the shirt doesn't fit I will receive a cash refund credited back to my credit card*** (where I have also filed a formal complaint; ***** will be contacting Indochino on my behalf as well as I am NOT paying for this).,

Sincerely,

**** ********
Business Response
Date: 01/09/2022
Customer has been in touch with the showroom manager and they have advised customer we do not offer refunds as per our terms and conditions which it has been accepted by the customer. Customer is refusing to book an appointment and visit the showroom back for fit assistant. No further assistance can be offer at this time.
Customer Answer
Date: 01/09/2022

Complaint: 17751235

I am rejecting this response because:
Indochino keeps sending the same response, which is unacceptable to me. Please refer to my prior responses for detailed logic behind my very reasonable refund request.
As I have indicated multiple times, Indochino is incapable of providing the service I paid for. Multiple egregiously bad tailoring errors prove that Indochino’s services are not as advertised.
I am expecting a refund, or I will take legal action as a next step to ensure my money is returned. In response to my online reviews I have received a couple of reach outs from other customers who have similar grievances.

Sincerely,

**** ********
Business Response
Date: 07/09/2022
Customer has been in touch with the showroom manager and they have advised customer we do not offer refunds as per our terms and conditions which it has been accepted by the customer. Customer is refusing to book an appointment and visit the showroom back for fit assistant. No further assistance can be offered at this time.
Customer Answer
Date: 07/09/2022

Complaint: 17751235

I am rejecting this response because: As already mentioned a few times, I am NOT refusing a visit to the showroom. What I AM rejecting is Indochino’s fraudulent “tailoring” services. I will be clear: I will be pressing charges if Indochino does not offer me a refund immediately for the services they have not provided. I will be naming each member of the Indochino team I have spoken with in the lawsuit as per my legal team’s guidance.

Sincerely,

**** ********
Initial Complaint
Date:10/08/2022
Type:Product Issues
Status:
UnresolvedMore 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 ordered a suit on April 9th that I received on May 10th. I filed a complaint with indochino that they ignored. After a while I filed a dispute with ****. Weeks after the filing Indochino emailed and stated that I would need to close my dispute with **** for them to work towards a resolution. I closed the dispute and emailed proof of doing so. Indochino asked for a wide array of proof that my suit fits as bad as I say. I emailed 25 photos of proof of how poorly it fits (with triple checked measurements). Now that I’ve sent photos Indochino completely ignores my emails after already putting me through wringer for a month. On June 7th Indochino said they would get back to me in 10 days. Since then I have sent more than 8 emails with no response other than “*** ** **** **** *********. I have tried calling the stores and am told that a manager will call me back. No one ever returns the call. I want to be treated as a customer, I want a resolution- this is getting ridiculous.
Business Response
Date: 25/08/2022
Customer has not closed the dispute yet as of June 8th, 2022 and it is still under review. We are unable to assist any further since the dispute is still active.
Initial Complaint
Date:10/08/2022
Type:Product Issues
Status:
AnsweredMore 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.
On May 1, 2022, I put in an order for two made to order suits at the Indochino on Madison Avenue. The total cost was $766.44. An Indochino employee took my measurements. The suits should have arrived within 4 to 6 weeks, though after that time passed, I reached out to Indochino (difficult due to lack of phone number or accessible customer service). I was told that they had failed to submit the order and that production had not yet started. I eventually received the suits on July 28, 2022, well beyond the original processing window. Given that I do not live near an Indochino location and their available times for tailoring were far too late for my needs (I am moving out of the country very soon), I took the suits to my local tailor who said that they were poorly constructed. He stated that the jackets were so far off (too small) that he could not tailor them. I went out of my way to take the suits to the Indochino location in Dedham, where an employee told me the same thing and documented the concerns with photographs. I was told that he could not do anything except order me new suit jackets, though it's unclear if they would arrive before I leave the US, and I would not have time to get them tailored. I have been in contact with an Indochino representative who has refused to give me a refund but has also failed to offer any satisfactory outcomes to these concerns. In short, Indochino failed - upon their own mistake - to deliver these suits in a timely fashion, meaning that there is no time to remedy the fact that they are literally unusable (even though an Indochino representative measured me for the suits).
Business Response
Date: 25/08/2022
customer has been assisted by the showroom team and was given a refund for this order.
Initial Complaint
Date:09/08/2022
Type:Product Issues
Status:
AnsweredMore 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.
Indochino has been unable to make a suit that fits my son. We spent over $488.85 on 4/2/22 on a suit and they keep altering it but it still does not fit.
April 2nd ordered suit
May 10th suit arrives; jacket and pants too small
May 12th alterations to both requested
May 14th Indochino agreed to remake Jacket & Pants (as pants were made smaller and Jacket still too tight.)
June 6: Jacket arrives, too small again and Indochino sends it back for remake
July 5th remake arrives (Son is away for a month.)
Aug 8th Indochino refuses to remake jacket - agrees only to alterations.
My son missed 3 events in May and June and so we had to pay extra money to buy a suit elsewhere that he could wear to these events.
We prefer to be reimbursed for our purchase. It's been 4 months and my son is going away to college and can't keep going to the store to have it remade and altered.
Sincerely,
******* ******** ******************
Business Response
Date: 25/08/2022
Customer has been assisted by the showroom and for any further assistance, they would need to contact the showroom directly.
Initial Complaint
Date:05/08/2022
Type:Product Issues
Status:
AnsweredMore 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 a Tuxedo from this business in April and received it in late May. It did not fit and they failed to respond to requests to alter it. Finally I was able to get a response and they took the tuxedo and then basically disappeared from communication with the store constantly closed. I was able to retrieve it after an extensive search and had to pay to rescue it. I was told by them they would reimburse me but it has been 8 weeks and despite acknowledgment that they owe me no payment yet. They claim they paid me but that was over 10 days ago .
Business Response
Date: 25/08/2022
Customer has been assisted by the showroom already and received a partial refund.

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Indochino Apparel Inc. is NOT a BBB Accredited Business.