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.

  424 Broome St New York, NY 10013

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  Indochino Apparel Inc

  300 Borough Dr Scarborough, ON M1P 4P5

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  Indochino Apparel Inc.

  158 N Fillmore St Denver, CO 80206

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: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.

• Initial Complaint

  Date:13/12/2024

  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 ordered 4 tailored shirts from Indochino in August of 2024. The shirts arrived 2.5 weeks later, and did not fit at all. The measurements were wildly off, which was confusing because not only did I submit my own measurements when ordering a suit from Indochino in 2023, but I also had my measurements retaken by one of their master tailors in person at a ********* because the suit didn't fit properly either.I contacted customer support (******) at **********************, had a very lengthy back and forth over email, trying to reach a resolution. When the option of remaking the shirts was raised, I initially agreed, but the recommendations from Indochino's virtual tailors didn't make sense, so I requested a refund instead. I didn't hear back from Indochino's chat support, so I called, and when speaking with "*****," he assured me that he would contact ****** and have him contact me. This never happened, and the Indochino customer support **** stopped communicating with me, so I filed a charge dispute with my bank and credit card. Indochino's bank rejected the dispute, and a new customer service *** got in touch with me, telling me that in order to continue "helping" me, I would need to pledge in writing that I was "willing to work within their terms and conditions." I've since contacted the Indochino customer service **** at least 3 times, and I've either been ignored, or the same line was delivered requiring a declaration of some weird fealty to their brand. All I want is my money back. I'm out $218 and I don't have the clothes I ordered. This is the worst customer service I've ever experienced.

• Initial Complaint

  Date:19/11/2024

  Type:Customer Service 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.

  Manager and district manager of the king of Prussia location refused myself and 6 groomsmen service. We were to be fitted for suits for my upcoming wedding. The manager advised he couldnt handle our party due to staff shortage and walked away. The district manger then introduced herself as the dm and told us to leave.

• Initial Complaint

  Date:19/07/2024

  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.

  My wedding is coming up in October 2024. The colors for the wedding are fall inspired. I am a Texas Longhorns fan, so I decided to go the rust/burnt orange route. I found the perfect suit on INDOCHINO.com. After taking my measurements and plugging them in, I ordered the custom made suit. The color on the website [FLEETWOOD MOLESKIN TOBACCO] shows to be orange, which is what I was looking for. The suit showed up in the mail this past weekend [July 13th]. I opened the suit and to my surprise, the color is completely off [see attachments].I reached out to their customer service to resolve the issue. They replied back that the suit needs to be put on and photographed in "natural lighting". The original photo I sent is of the suit, still folded in the box, is next to an open window with natural lighting. Under their Return Policy, they will not accept the suit if it has been worn which is why I didn't try it on. I didn't want to give them an excuse to use for not returning the item.They will not refund me for my purchase since it is their "sole discretion" to do so. And if they decided to refund, it will be in the form of a store gift card. I cannot use the card for anything else, so it's useless to **** just want my money back. I spent $499.32 on this suit for my wedding. Times are hard now as is and I can't do anything with a *********************** suit. Please help me resolve this and hold the company accountable. I do not want this to happen to someone else.I uploaded the suit that is advertised on the site and the suit in person.

• Initial Complaint

  Date:29/05/2024

  Type:Customer Service 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.

  Online order with Indochino. Order placed on hold with no delivery date confirmed in multiple conversations. This week I noticed someone at Indochino had gone onto my account and added (then cancelled) an order. Combination of poor business practices (lack of information re status of orders and delivery) and cyber security issues. Attached document explains everything. Thanks!

• Initial Complaint

  Date:18/04/2024

  Type:Customer Service 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 purchased two suits in person from Indochino. The rep at the Newport Beach location was fine however, he did not inform us that once we confirmed our choices that we could not change them. As a consumer why would we think they were final when the entire process takes over three weeks and sometimes over four?
  
  I wanted to make a small change to one of the suits so I went online to see if it was changeable. Online they make you chat in or leave a ticket. Once I chatted in, I sent an email with the specifics of what I had asked to be changed (the suit liner). This was on Monday the 18th. Since then I have emailed in several times and chatted in asking to speak to a manager to get this resolved. I have offered to pay more to get this done. Nothing. Gerogia and Jonathan have been the two customer service reps who have "helped" me yet they both have REFUSED to transfer me to a manager so I can speak with someone higher than them. They have made it impossible to move this forward and at this point. I just want a refund if I cannot have the proper changes made.
  
  This is now day three of not being able to get through to someone. I am currently chatting with Jonathan via chat and he is refusing to get me to a manager. This is unacceptable. Is this the customer service you choose to provide?

  Customer Answer

  Date: 18/04/2024

  I would like to repair the modification I need made to the suit and for Indochino to call me. 

• Initial Complaint

  Date:14/02/2024

  Type:Delivery 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.

  A suit was purchased on January 20th. All measurements and set up of the online account were performed by the store directly. The suit was expected to ship within 3 to 4 weeks; however, after visiting the online account we see that the suit has been put on hold without any explanation from the company. This order was not fulfilled on the expected timeframe that was promised by the business. This suit was needed for a wedding and we now need to purchase a different suit in a much shorter timeframe. Do not trust this business for important events.

• Initial Complaint

  Date:08/02/2024

  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.

  Oct 25rd 2023 I ordered a custom tux from Indochino online. They asked me to do an in store fitting to get my measurements. I went to the 85 Newbury St store in Boston with an appointment on the 26th 15 5:30pm for the measurements. These were done and imported satisfactorily. Afterwards there are a number of customizations for the tux that needed to be inputted online, but the online tool was not working, so I contacted customer service via online and was assigned their ticket number ****** on the evening of the 26th. At 6:11am on Oct 27th, Carolina from Indochino contacts me regarding ticket ****** and asks me to type in the customizations. At 4:23pm that day I respond with my customizations. At 4:30pm Carolina responds to confirm the customizations. The next morning, Oct 28th at 8:38am I respond and tell her that several of my customizations were transcribed incorrectly between my email and her confirmation email. Two days later, Oct 30th at 10:18am Carolina responds saying that it is too late as the clothing has already shipped. I receive the incorrectly made clothing Nov 9th. Nov 16th 7:55am I resubmit a help ticket saying my order ********* was fulfilled incorrectly and that I wish to have a full refund. Nov 16th 9:44am Carolina responds saying that my email telling her that she had somehow transcribed my email incorrectly was added too late, neglecting to mention that she is at fault for not transferring the customizations I requested correctly in the first place. However, she notes, she'd be happy to discuss issues of fit. I respond at 9:51am that this is not a matter of fit and that major customizations like pockets, pleats, and suspender buttons are incorrect and that I had indicated the proper desired customizations in my 4:23pm email to her on Oct 27th. She never answers again. I have a $561.86 tux that I cannot wear for my wedding. Indochino is not refunding me and sold me a useless pieces of fabric with no recourse.
  

• Initial Complaint

  Date:25/01/2024

  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 am requesting a refund for the three dress shirts totally $267 ordered on April 12, 2023 (Order number *********). On April 12, 2023, I ordered 2 suits and 3 dress shirts under Order ********* from Short Hills ** store. Arrived on May 3rd and did not fit. I scheduled an appointment on June 2nd at local indochino -*************************** Park Mall in **********, **. I was remeasured with photos taken and item reordered. The new items arrived June 15th and the pants and dress shirts did not fit. The pants were tight in waist and the dress shirt necks could not button or fit on shoulders. I returned to ********* Indochino July 8th with the pants to be fixed. They were reordered and arrived July 24th and again were ill fitting. I returned to store on 9/22 and re emailed Indochino directly with a complaint. The tailor suggested another style in pants, questioning the original style based on my body type and measurements, and were again reordered. More photos were taken by the store. The new order came on 10/22 and were even tighter pulling in thighs and buttocks.I then drove a 6 hour distance from my home to short hills store. On Nov 28th, I was refitted and left pants there to be tailored. The staff acknowledged that the neck could not button and the shoulders did not fit on the shirt, so they were reordered and arrived on 12/20. The shirt neck now buttons but the shoulders do not lay on my shoulders. On January 9th, I called Indochino customer service and requested a refund for the shirts. I spoke with ****** who said a supervisor would call, which they did not. On January 11, I emailed ****** requesting a supervisor contact me and sent a formal letter of complaint.I did not receive a response, followed up again via email on January 16 and 17 with no response. I called customer service on January 17th and spoke to ***. I was told that ****** would set up a meeting with a supervisor to discuss and someone would call me. I have not received any phone calls or refund.

• Initial Complaint

  Date:24/01/2024

  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.

  I purchased 2 suits and 3 shirts from Indochino (IC) back in 2023. Over time, I've finally been able to use the outfits for events and all has been as expected until I tried to use the new white shirt. With no friction or tension, the shirt fell apart and tore. I reached out to IC customer services to simply replace the defective product on January 9th. What followed were days of passive aggressive arguments about "fit".I continued to explain that all other pieces of clothing are the same fit and specifications and work fine without issue but this one particular shirt on it's first time to be put on rips with no cause. I try to make the case over and over to them on this logic to which they simply stop responding and ignore me after January 12th. My request is simply they exchange the shirt as it has a manufacturing defect.