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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

    • 52 total complaints in the last 3 years.
    • 13 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:11/01/2024

      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.
      This is a ********** business advertising custom suits but delivering non-custom finished product. The experience is to go into a store and spend an hour getting specific measurements that they ship overseas for a custom fit. The product that arrived barely fit and was so off that my tailor could not even salvage. Upon calling customer service they encourage me NOT to visit their store but use my own tailor and they can only cover $75 for fixing the mistakes. No refunds no exceptions even though they took $700 for a custom fitted suit and delivered the wrong suit.The issue is that even if fixed which is looking unlikely possible, you ************ charged me for custom when it was not. I am requesting full refund for not adhering to what was sold.

    • Initial Complaint

      Date:27/11/2023

      Type:Delivery 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.
      Still don't have my suits after multiple rounds of fitting, shipping and alterations.

      It takes 1 hour for sizing, 10-20 days for them to make it, 4-7 days for it to make it to your house, another hour for final fitting then 10 business days for alterations.

      I did this THREE times and still no suits worked out for me.

      Started September 9th with this process an it's the end of November and I don't have my product. I spent 1600 total. Ended up asking my bank for a reversal and Indochino provided an outdated tracking to get the money back from the bank.

      So now I don't have the money or the suits that I paid for. All out of options.

    • Initial Complaint

      Date:22/11/2023

      Type:Delivery 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.
      So my story begins on Sept 30, 2023, I went in to Indochino located in ***** ***** **** ** short hills, NJ. My measurements were taken and a suit was picked out. I was told after the order was placed it would take anywhere from 3-4 weeks to receive my suit. On Oct 17, 2023 I received an email from Indochino stating that my suit has been shipped. A tracking number was provided, fast forward to Oct 26, 2023 I received an email from *** stating that they needed a copy of my license or passport so that my package can pass through customs. I sent them a copy of my license. Fast forward to today Nov 3, 2023 there has been no update as to where my suit is, *** keeps telling me only a shipping label was created and they don’t have my package, I’ve been on the phone with Indochino the past 3 days and they haven’t given any type of help as to where my suit is, when to expect it. Only that “we’re going to escalate this up to some one who can help you” and I still have yet to hear anything back. I literally get married on Nov 11, 2023 which is in 7 days and still have no suit to wear! I’m legit livid at this matter because I feel like nothing has been done to accommodate the matter and no one legit cares. I’ve tried calling, emailing and using the chats on Indochino.com and no one can help me or give me any type of update of when to expect my suit or where my suit is.

    • Initial Complaint

      Date:26/10/2023

      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 originally purchased a tailored suit from Indochino Apparel Inc in 2015. The tailored did not fit and as part of their policy, I requested that a new suit be provided to me to accommodate for my fitting. This was unsuccessful as customer service sent another suit that did not fit. At this point all transactions and communications were completed online and I had requested that I be able to complete an in-person fitting. I was originally told that there was no location near me to accommodate my request in Arlington VA. I then spoke with a representative in 2018 about my complain and they still were unable to accommodate my request. I contacted Indochino Apparel Inc in 2020 however I was unable to reach a representative due to the pandemic. I purchased a suit in 2022 and requested a credit for my previous purchase, however was denied and also had my account with the merchant closed.

      Customer Answer

      Date: 26/10/2023

      I have added support for the original order (# *******) and the follow-up order seeking replacement order (# *********) for the initial suit order that did not fit. 

    • Initial Complaint

      Date:23/10/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Hi I attempted to contact indochino about the defective fabric that I was sold by them for a custom suit. They told me that they werent going to honor anything and could not provide me with a resolution. I purchased this suit along with two other suits. The two other suits had no fabric issues. This suit has multiple issues, fading color, defective fabric, and constantly wrinkled even after professional steam and dry cleaning. This is a defective fabric and all I was asking was for them to give me store credit or make the suit in a different fabric. My other suits from them are great and I have no issues with the fabric.

    • Initial Complaint

      Date:20/10/2023

      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.
      I already filed a complaint and the business did not respond. I filed it with the corporate office, now I am filing it with the local store. I have been disputing this with the store for months, and the transaction is now over a year old - but still have not had a resolution and the store will not respond to either my credit card company or my complaint on here. Details of everything are attached.In short, I bought 2 custom suits from Indochino last year and they arrived in the wrong size. I brought the suits into the retail store to be fixed, and soon after they closed this location as they were moving stores. I never got my suits back, it seems to me they were lost in the move but I have not heard from anyone to be sure this is the case. The one time I got ahold of somebody they said they would check and call me back - never did.Thanks,****

    • Initial Complaint

      Date:25/09/2023

      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 made a purchase online from Indochino following all of their instructions and the suit I received was quite possibly the most ill fitting garment I have ever received. I went to their store in New York to seek a resolution and they remade the suit. They again failed to make corrections to the suit to allow it to not just fit my body shape, etc, but it just didn't fit, so they made another one. They mailed the pants to my home, but the jacket went to the store. When the pants they sent to my home didn't fit, I again reached out both to online customer service and to the manager at the New York store. It took over a month for me to even hear back from the team online. I asked to speak to a supervisor and they continuously denied my request. They also told me that they were going to reach out to the store to have the manager contact me, that also never happened. Yesterday, I reached out to the store as I wanted to speak with someone about my order, and was informed by the manager on duty that the jacket they apparently had for my order was disposed of. I was never contacted by phone or by email by anyone at the store prior to them making that decision. There is a clear failure of communication between the company, their online customer service, and the stores, both internally, and to their customers.

    • Initial Complaint

      Date:12/07/2023

      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.
      My wife bought me a suit for our wedding, at Indochino. After 1 hour of measurements, and after waiting a couple of weeks for the suit - we received it before we left on our road trip to elope. The suit was way too small, it wasn't even close to my size, and it also had errors in the threading on the front of the jacket in multiple places (different colour threads, white on a blue suit). We didn't have time to have it remade and so we bought a suit at *** *** (which was amazing!) and returned the suit to Indochino. They wouldn't take it back and they still haven't refunded our money (even though the suit was horribly made, and was made for someone else's size - not even close to my size on the arms, shoulders, and legs), so we are now disputing with our credit card company. Please just buy your suit elsewhere, this was a really terrible experience.

    • Initial Complaint

      Date:07/07/2023

      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 friend and I were in a wedding on June 24, 23 and bought a suit for the wedding party went into the store to have it fitted and ordered by the employee there. Received the suit in the mail within reasonable amount of time. The day of the wedding we both realized we were given the wrong suits from the other groomsmen, needless to say the bride/groom were furious because this is the 1 job of the employee at the store to get it right for the groom. The two of us stuck out and it ruined the wedding pictures and was a very uncomfortable situation to be involved in.

    • Initial Complaint

      Date:26/06/2023

      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 visited the location multiple times, for a suit And still havent got the job done. No solution was provided but to visit store maybe additional 2-3 times for the measurement, or I can just get a store credit and have the same experience again, or take it or leave it. (1) Ordered a suit with in store exact body measurement in person from them around April 2023, suit comes within 1 month. However suits came out to be too tight and small, arm hole shoulder too small missing pick stitch. (2)was told to bring it back for alter. (3)Two weeks later was told to back for pick up and try on for final look, but again issue still exist and offer to wait for another remake due to manufacture issue and not able for alter anymore. (4) receive the new remake suit in June 22, similar issue exist, went to the store again to speak with store manager and both agree that remake suit were too small again from the manufacture. (5)He offers to give it another (the 3 time)try to see if they can make it right. If not, I have the option to revisit another time for alternation or I get store credit. As consumer, I never have such terrible experience in a product where I have to spent my own time and money to traveling back and forth multiple times to accommodate them to do the right job and the only solution was hey we can do this all day or you take the store credit but chances are things gonna go back to stage 1 again..

    Indochino Apparel Inc. is NOT a BBB Accredited Business.

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