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.

  1014 Homer St Vancouver, BC V6B 2W9

• 

  Indochino Apparel Inc.

  4700 Kingsway Burnaby, BC V5H 4N2

• 

  Indochino Apparel Inc.

  4545 La Jolla Village Dr San Diego, CA 92122-1241

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: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.

  My suit doesn’t fit after driving to an in person fitting at their showroom. The business is now refusing to work with me for a refund.

  Business Response

  Date: 25/08/2022

  we do not offer refunds as per our terms and conditions. We have reached out to customer and asked to send photos of hims wearing the suit. He has refused to send photos or visit a local showroom for fit assistant. Therefore, we are unable to provide any further assistance. 

• Initial Complaint

  Date:04/08/2022

  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 ordered my wedding suit from Indochino on May 28th, 2022. They instructed me to place my order no later than the end of May to ensure enough time to get the final fitting done and fix any issues with the order.
  
  I ordered the suit with "pick stitching" on the lapel. When the suit arrived on June 21st it was missing the "pick stitching". I reached out to Indochino on June 27th over the phone and through email but never heard back. I reached out again on July 5th over the phone and email but never heard back. Finally, a gentleman named Ryan returned my call on July 21st and asked that I send some pictures of the suit. After reviewing my photos and my order, Indochino informed me that they did mess up but that the fabric is now out of stock. They told me to wear my suit as-is for my wedding (November 15th) and that they would order me a new jacket on December 22nd - a month and a half after my wedding. I do not want a new suit jacket on December 22nd, I want my suit with the pick stitching for my wedding on November 15th. I ordered the same suits for my groomsmen and theirs were prepared correctly.
  
  Recently I went to my tailor and he charged my $140.07 to add the pick stitching to my suit. I reached out to Indochino on 08/02/2022 seeking reimbursement for the tailoring fees but have not heard back.
  
  I am seeking reimbursement for the $140.07 of tailor fees. If they are unwilling to do that, then I am seeking replacement of the suit BEFORE November 15th. If they are unwilling to do that, I am seeking a complete refund for all three suits ($580.37 + $526.43 + $526.43 = $1,633.23) I ordered as I will need to scramble and find new suits for myself and my two groomsmen.
  
  Thank you for your help!

  Business Response

  Date: 25/08/2022

  The showroom manager has been in touch with the customer and they are assisting him for this matter as per our terms and conditions. 

  Business Response

  Date: 01/09/2022

  The showroom manager has been in touch with the customer and they are assisting him for this matter as per our terms and conditions. 
  

  Customer Answer

  Date: 06/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  The response is a lie. The last contact I had with the showroom manager was on August 1st, 2022. The showroom manager hasn't made ANY attempt to contact me or help me resolve my issue since I filed my complaint with the BBB.
  
  I purchased my suit, and my two groomsmen's suits, through Indochino for my wedding on November 15th, 2022. My suit came incomplete. Indochino's resolution is to offer me a new suit with pick stitching that comes in December 2022. This doesn't do me any good, as I need a resolution before my wedding on November 15th, 2022.
  
  I am asking for one of the following resolutions: (1) please reimburse me for the additional $140.07 I incurred in tailoring to get my suit ready for November 15th, 2022. Or (2) reimburse me $1,633.23 for ALL THREE suits because I paid you to provide my groomsmen and I with matching suits for my wedding and you have been unable to meet that obligation.
  
  Indochino specifically offers wedding consultations. I went to them more than 10 weeks in advance of my wedding (as it says on their website). I have done exactly what they have asked of me. Please make this right...
  
  If I am unable to reach a resolution through the BBB, I will be taking this to a small claims court. 

  
  
  Sincerely,
  
  *********** *****

  Customer Answer

  Date: 14/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Indochino’s suggested remedy doesn’t resolve my issue. I have incurred additional charges to make my suit ready for November 15th, 2022. Reimburse me for those costs. A new suit in December doesn’t do me ANY good. I DO NOT WANT A NEW SUIT IN DECEMBER. I want you to reimburse me for the costs I incurred to make my suit ready for November 15th. Period. 
  

  If you refuse me that, I will will take this to a small claims court.

  
  
  
  
  Sincerely,
  
  
  
  *********** *****

  Business Response

  Date: 16/09/2022

  The showroom manager has been in touch with the customer and they are assisting him for this matter as per our terms and conditions. Customer will need to contact the showroom for further assistance. 

• Initial Complaint

  Date:02/08/2022

  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 ordered my three piece dream wedding suit from Indochino - went to a dedicated showroom, got measured in person by one of their staff, etc. I was assured that it would arrive in plenty of time to do any necessary alterations. The suit was "shipped" a couple weeks later, but as the weeks passed with no updates, I contacted the company on multiple occasions seeking answers. Information was not matching up. According to the tracking information and the people I spoke to at ***, my suit had not actually been sent to them. I was told by Indochino that the *** reps didn't understand how they ship their suits and the tracking would update once it cleared US Customs. "I just had to be patient." I finally dragged out of them THREE DAYS before my wedding that they had been gaslighting me the entire time and my suit really had been sitting un-shipped in China for nearly a month. At that point they actually shipped it and it arrived while I was off on my honeymoon after causing me weeks of stress.
  
  Unfortunately, that is not the end of the story. After returning home, I brought the suit in for alterations and it was awful. The pants were 5 or 6 sizes too small, and jacket was ill-fitting and made incorrectly. Everything was off so terribly that the Indochino tailor insisted on completely remeasuring me. At that point I was already so emotionally tired of dealing with their terrible customer service and everything else that I requested a refund. It was refused and I was made to go through the remake process. I found out this week that the remake (which I didn't even want) has been on hold (AKA not made) for the past 8 weeks for nebulous reasons. I am sick and tired of them holding my $600 *******. Indochino has at every turn refused to take any responsibility for their product and what has gone wrong. Make this right.

  Business Response

  Date: 25/08/2022

  The showroom manager has reached to customer to resolve this matter. 

  Customer Answer

  Date: 01/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told via email on 8/19 that a district manager would contact me (this was a reply to my email sent on 8/1 notifying Indochino that I had
  submitted this complaint). After not hearing anything for another week, I emailed again (on 8/26) and was told that, "*** ******* ***** ** *** ********" This is not true, I have received no contact from the company beyond messaging/emailing customer reps. I haven't received any email or call from a manager. It feels like they are just continuing to run me in circles until I give up and abandon my money.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 01/09/2022

  The showroom manager has reached to customer to resolve this matter. Please continue working with the showroom manager in regards to this case. 

• Initial Complaint

  Date:22/07/2022

  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.

  On July 7, I received order number ********* from Indochino (a customized men’s suit). The suit fit was terrible. That same day, I notified Indochino of the fit issue and have not heard back from their customer service since July 7 (it is now July 22). As part of Indochino’s “fit promise,” you are guaranteed a proper fit of your suit, and if it does not fit, that they will take action to ensure that it does. However, you must submit a “fit claim” within 10 days of receiving the item. I tried to submit a fit claim but again received no confirmation from customer service. The alternative given by Indochino is that you can send your suit for a third party alteration, and they will reimburse up to $75.00 worth of alterations. Having received no response from Indochino, I took my item to a tailor, who charged $200.00 for the alterations. When I tried to submit my reimbursement form to receive $75.00, the page showed an error. I have since tried to request reimbursement several times, only to receive the same error. Basically, I am stuck waiting for their online form to actually work, or wait for a response from customer service, which I have been waiting for for weeks. From my research on this website, they make it purposefully difficult to reach customer service and make it impossible to submit a claim for alteration reimbursement when the product inevitably does not fit. This feels like bad business practice. I’ve included all receipts and forms that I attempted to submit to Indochino, only to be told that there was a system error in trying to submit the documents.

  Business Response

  Date: 22/07/2022

  **** has been reached out by one of our agent and we have processed an alteration claim for the client. Closing the case

  Customer Answer

  Date: 31/08/2022

  
  
  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. Thank you for your help in this matter.  
  
  
  
  Sincerely,
  
  
  
  **** *******