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.

close

Find a Location

Indochino Apparel Inc. has 62 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Indochino Apparel Inc.

  102 1014 Homer St Vancouver, BC V6B 2W9

• 

  Indochino Apparel Inc.

  2600 Three Bentall Centre 595 Burrard St P.O. BOX 49314 Vancouver, BC V7X 1L3

• 

  Indochino Apparel Inc.

  7014 E Camelback Rd Scottsdale, AZ 85251-1227

• 

  Indochino Apparel Inc.

  Roseville, CA 95678

• 

  Indochino Apparel Inc.

  488 Madison Ave New York, NY 10022-5702

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:01/08/2025

  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.

  "Made to Measure" items do not even remotely fit.Clothes (2 pants and 3 shirts) are too small and not salvable. The pants are too short, the seat is too tight and the waist is too small. The pockets are flared due to being too small. I was measured, but the measurements were not used in producing either of the two pants. In fact, they are not even the same size (one is slightly bigger than the other). The same is true for the shirts - the sleeves are too long, the chest is too tight, and length is too short. This business promised to provide me with "made-to-measure" clothing, and they broke the sales agreement and contract by not providing me with what they stated they would. This is a breach of contract, therefore any statement that "no refunds are provided" when ordering are is valid since the contract was never filled.

• Initial Complaint

  Date:22/07/2025

  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.

  On June 27, 2025, I was told by the manager that Indochino specializes in custom made suits guaranteed to fit and would be delivered well before my deadline of July 20, 2025. The manager took my measurements and I paid $2,880.67 with my Discover card for 4 custom suits. I received an email receipt, only. I saw when I got home. Suits were delivered in a box to my home on July 10, 2025. All 4 suits were defective: all pants too short, too tight in the legs, one pair too tight to button or zip; all jackets oversized in the waist, sleeves too tight, hip area too tight, and jackets buckled from improper fit. No garments were wearable and bore no resemblance to a properly tailored garment. None my size, off the rack items fit better.I emailed Indochino customer service on July 13, and followed up with a phone call on July 14. I spoke with a representative named Rav, from the Vancouver office who declined to give a last name. I requested a full refund; she said I could discuss with showroom staff at my appt on July 15.On July 15, I arrived at my 2:00 PM appt at 1:45. The showroom was "closed for lunch." The manager arrived at 2:00 PM and took a "walk-in" before me because she has a wedding. I waited until after well after 2:30. There was another customer waiting who had a 2:15 appt. The manager had me try on the 4 suits. He didn't take notes, but said the salesperson did not take good measurements. He said the suits could not be alteredadding all 4 would have to be remade in *****. I told him this offered no solution because I ordered the suits for an event taking place the next week of July 21. I asked for a refund; he said no and moved on to the next customer. I left with no resolution. I sent another email to Indochino sharing my showroom experience, sent pictures, charts and multiple evidence of poor construction, ill fitting suits. Then suddenly Indochino shockingly closed my case blatently and falsely claiming I marked it resolved. I did not. Please help me.

• Initial Complaint

  Date:21/07/2025

  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 February 14, 2025, I purchased a suit from Indochino during a scheduled one-hour appointment at their Charlotte ********* During my visit, the representative assisting me (whose name I unfortunately do not recall) was courteous but clearly overworked. He was the only staff member present and had to step away from my appointment at least six or seven times to assist other customers. This significantly disrupted my experience, but I was understanding given the circumstances.Due to these interruptions, the end of my appointment felt rushed. I was quickly directed to sign documents without having the policies clearly explained to me. Specifically, I was told to sign here and here, even as I was still asking questions. I was later informed, in April, that there is a strict no returns / no refunds policy, which the company claims was explained to me at the time of purchase. However, this was not the case.After receiving the suit and having alterations done, I expressed concern about the pants appearing too short (highwaters). I was offered two options: (1) drive back to ********* to have the hem adjusted, or (2) find a local tailor, with Indochino offering to reimburse up to $25. I initially agreed to this. However, after trying on the suit again, I realized I was not satisfied with the overall fit and quality. I then inquired about a refund but was again told in April that refunds are not offered.I have had numerous email exchanges with Indochino about this issue and will provide those as supporting documentation.I am filing this complaint because I feel the company's refund policy was not properly communicated to me at the time of sale, and I do not believe I received the level of service expected given the amount I paid. I am seeking a full refund for this purchase.

• Initial Complaint

  Date:18/07/2025

  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.

  The suit I ordered is not made correctly. It does not fit correctly. I was told the shoulders would be light padded, but it is stuffed with a lot of padding. It looks like nothing like the sample shown. Even if the padding is truly minimal, the measurements were not done correctly because the shoulders of the suit stick out. There is quality issues here to which is why the shoulders are not correct. If you look at the picture, you will see that the padding is not inserted correctly, it is overly packed, and it extends over the shoulder. It looks like a cheap ******** costume from the store with padding. Since the fabric sample is shown on its own, it has some wrinkles. I was told that once the fabric is attached to the canvas and inner liner, it'll be thicker preventing it from creasing. This is apparently untrue, the material has creases and wrinkles that will not go away and its because of its poor quality. I was told at the end that this is my fault. I believe this company has used deceptive practices to make the sale and now they are denying me any solution. Although altering it cannot fix this issue, they won't even alter it when alteration was included in the purchase. I would like a full refund for the suit. I am willing to keep the shirts and the chino, which are also of poor quality, but I can find a way to make use of them. The suit has to be returned and refunded, it is not fair for me to pay that much money and receive a defective product.

• Initial Complaint

  Date:10/07/2025

  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 visited Indochino for custom measurements for a wedding suit. The measurements fit well, and the suit was sent to a factory in ***** for production. However, the suit jacket was entirely too tight when delivered. We complained, but the employee at the store denied any wrongdoing, claiming I had requested a tight-fitting suit,which was fabricated information. They offered a second fitting, but the max seam allowance was only 3mm, which was insufficient. The employee contradicted herself during the fitting stating that in the notes she saw the suit was measured to be a "comfortable fit" which suggests they were fabricating information to protect themselves. Despite the alterations, the suit was still too tight to wear--I couldn't even button the suit. I filed a dispute with **** before I got the suit back in an attempt to get my money back. I knew with 3 mm seam allowance, it still wouldn't fit and I needed to buy a suit from another store. A week ago, I received a letter from **** stating that I was being billed the entire amount as Indochinos final sale policy is a legally binding document for which they can't dispute. They explained that this final sale policy is probably in place to protect them from frequent disputes over other customers suits not fitting correctly. In the same envelope from ****, there was a letter from Indochino saying I requested a tight-fitting suit outside their standard fit guide, but thats not true. They sent the entire order as filled out by their employee, and there was no mention of me requesting a tight-fitting suit. Its unfair that because of them I had to pay for a suit I can't wear and a substitution suit bought at a moments notice. The steep price for their suits, quite frankly poor quality, and horrible customer experience made it a unforgettably bad experience.

• Initial Complaint

  Date:04/07/2025

  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.

  On May 11, I purchased two made-to-measure garments from one of your locations, with the understanding that if there was an error, your business included a complimentary "final cut" tailoring at any of your nationwide locations. The garments arrived on May 29, and they were okay overall. The pants were obviously oversized so as to enable a tailor to finish them up, but to avoid the need for a complete recut if they had been too small (slightly annoying because I had to go in for a final cut, but also a sensible business practice). I booked an appointment for the final cut on June 12, and showed up in store on June 13. There, the store manager claimed that because I was not physically in the store within 14 days, the supposedly-included service would not be included, and I would have to pay. I tried calling the chain's corporate customer service from inside the store, but reached voicemail. Seeing no better option, I paid for the final cut service and have been arguing with the corporate customer service via email to request a refund ******** first complaint is the excessive adherence to policy. The manager would make no exception for me having booked the appointment within ******************************************************************** for having to drive from ****** to ******* for the service (which was the only reason I did get to this sooner). Seriously, it should make no difference to them whether I arrived on Thursday or Friday of that week? My second complaint is that the manager blatantly lied about the situation when corporate customer service first conferred with him upon receiving my complaint. My third complaint is that the corporate customer service is unwilling to override their local manager and refund the charge. The corporate customer service says that it would have been sufficient for me to email/call to report an issue within 14 days, but that requesting the "final cut" appointment within 14 days is not equivalent to an email.

• Initial Complaint

  Date:05/05/2025

  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.

  March 27, 2025, I attended the *********************** location. I was measured for a premium suit and a shirt. I was impressed with the fit of the suit, but the shirt was completely wrong. For too small and unalterable. 6 emails have gone unanswered. I did reach showroom employees on the phone, they instructed me to get pictures which I attached to the multiple unanswered emails. Main phone line does not connect to an agent or even a bot, and will not allow you to leave a message. This way of handling customer complaints has all the hallmarks of a scam. I do not live in *********, so returning to the showroom is not possible within the ten day window given for alterations. It boggles the mind that this company seems so willing to just throw away any chance of thousands of dollars of future business over one improperly tailored shirt.

• Initial Complaint

  Date:26/03/2025

  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.

  Around Christmas of 2024, went to the Indochino showroom in ***************. Got measured for a custom suit and paid $450. Two weeks later the suit was sent to me and was nowhere close to fitting and was way too small. I was told to bring it back to the showroom and they would refund me. Then I was called by the manager and told that they could not refund me and that I had to come back to the showroom and get refitted so they could try again and fix the suit. Did that and 2 weeks later I get the suit back and again it doesnt fit and is not even close to fitting. The manager then says he will process a refund. Then I get a call from the manager saying corporate locked my account and they have no access to my account to do a refund. I have called numerous times and am being told that they cant do anything. I was told that as of March 12th the account should have been unlocked and still nothing. I have called and spoken to the manager and sale associate and numerous times told they would look into and never get a call back. Its been over four months and I have driven 45 minutes each way to the showroom on 4 separate occasions and am still out my money and I have no wearable suit.

• Initial Complaint

  Date:28/02/2025

  Type:Billing 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 visited this store with high hopes after seeing their advertisement promising custom-tailored suits for women. Unfortunately, the level of customer service I encountered was deeply disappointing, but I tried my best to stay optimistic, especially considering how excited I was about getting a suit made just for me. From the start, I was let down by the store's offerings. Despite showcasing womens suits in the window, there was nothing available in the store for women to try on. This was particularly frustrating because I had expected to be able to sample some styles and get a feel for how a custom suit might fit me. When I mentioned to the salesman that I had seen discount codes online and wanted to use them for my purchase, he assured me that they would be applied at the end of the transaction. Despite all of this, I tried to maintain my patience and not jump to conclusions. When I asked about promotions, specifically one that included a custom shirt with my suit, it was brushed off for the end. When it came time to pay, I asked for a moment to think over my purchase, explaining that I had traveled over two hours and needed to get on the road before the weather worsened. The staff refused, saying I had to complete the transaction or risk my information being deleted. Reluctantly, I went ahead with the purchase. Ten minutes later, I called to remind them that the promotions we had mentioned were not applied, and I was told that all sales were final. I explained that I had mentioned the promotions in-store, but the manager on the phone refused to offer any solution, saying the only option was to note my account for a future purchase. I made it clear that with the level of service I had received, I had no intention of returning. What should be a special, personalized experience turned out to be disappointing. The lack of consideration for womens needs, poor customer service, and disregard for even basic promotional offers left me with little confidence to return.

• Initial Complaint

  Date:06/01/2025

  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 november 9th 2024 I purchased a suit , It arrived 9/25/2024.Upon review the the suit, I noticed several "manufacter Defects" on the **** of the suit. It look like my ****ed had gotten into a knife fight years ago and it scared over.I submitted a ticked ( Reference Ticket #******.) The very next day 9-26-2024.I have been in they chat several weeks trying to find out what is going on with no contact. At one point I was told the ticket was closed"probaby by mistake" I am constantly being told the issue is being flagged and someone will reach out to me in 2-3 days but never happens.I have saved the chats and history.