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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 type

    • Initial Complaint

      Date:16/03/2023

      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.
      I tried to place an order on Mon March 13th 2022. Two suits, with the redcarpet coupon code which provided a $100 discount per suit ($200 total). After trying to place the order I realized I never got a confirmation email. Not sure what happened, technical error, website time out, etc. - I tried to call customer service, but it was after hours.On Tuesday, I tried to place a new order but the coupon had expired. I used **** **** and spoke with ******** who told me there was nothing they could do. She mentioned they only make exceptions for technical errors. I explained that the issue I faced was a technical error, she didn't agree. I asked to have a manager review, and was emailed later that again, they only make exceptions for technical errors. I replied, explaining again that I simply try to place an order with coupon that was live just the day before due to my TECHNICAL error in placing the order. No response.Wednesday, I use **** **** and and Phone # to ask for the same courtesy, and in both instances I am told they can't do anything because they only make exceptions for technical errors.Throughout this whole process I found the customer service team to be unhelpful and seemingly dismissive.

    • Initial Complaint

      Date:16/02/2023

      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.
      On November 23, 2022 I ordered a suit for my wedding on March 4, 2023 and made clear to the employees when the suit was needed. The first suit needed to be remade. When it came back and was still wrong, Indochino told me that the employee that took my measurements did it wrong and that it would be remade with the correct measurements. That was on January 14. I contacted the store on February 5 to ask about the status and was told they would look into it and get back to me. On February 11, after no response, I contacted the store again and was told someone would get back to me. I contacted the online support desk for help and was told on February 13 that someone would get back to me in 1-2 business days. I emailed back on the evening of February 15 after not hearing back and still nothing. I leave for the wedding in less than 2 weeks and no one from Indochino will give me any information as to when or if I will get my suit. The customer service is horrendous but doubly so considering they know it is for a wedding and I am running out of time to find a replacement option. If they told me 2 weeks ago that I wouldnt have it in time, I could have found another suit and gotten it tailored but because of their silence, I am much more limited in what tailoring can be done. Despite multiple requests to both the local store and the online customer service desk, I cant get anyone to give me any information.

    • Initial Complaint

      Date:13/02/2023

      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.
      On May 24, 2022, I ordered a pair of pants from INDOCHINO (order #*********). Below is a summary of my experience:06/14/22: I received the pants. They fit poorly.06/14/22: I submitted a remake request (#******), including the required pictures and alterations form.07/08-12/22: I corresponded with a Customer Experience Guide who eventually forwarded my remake request to the remake department.08/01/22: I received the remake pants. They still fit poorly.08/03-08/22: I corresponded with the same Customer Experience Guide who eventually had me submit another remake request.08/08/22: I submitted another remake request (#******), including the required pictures and alterations form.08/08/22: I asked for a return label to return the ill-fitting pants. Nobody responded further.10/03/22: I asked for an update, because it had been 8 weeks since I had heard from the Customer Experience Guide. Nobody ************/29/22: I asked for a second update, because it had been nearly 12 weeks since I had heard from the Customer Experience Guide. Nobody ************/10/22: I asked for a third update, because it had been nearly 18 weeks since I had heard from the Customer Experience Guide. Nobody responded.I have repeatedly contacted INDOCHINO by phone, email, and postal mail, but I have not received a response in over six months. Based on the above, INDOCHINO has violated at least the following:-INDOCHINOs own policies;-Express and implied warranties of merchantability;-Breach of contract; and -State and federal regulations. For the foregoing reasons, I demand a full refund in the amount of $83.94 for my order in the form of a credit to the original payment method. Given INDOCHINOs violations of its own policies and the other violations described above, I will not accept a refund in the form of a merchandise credit.

    • Initial Complaint

      Date:09/02/2023

      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 fianc and I decided to trust this company in the creation of his wedding day tuxedo. After purchasing the tuxedo my fianc went to an indichino store to formally get his measurements and alterations done by the staff. Trusting that because the measurements were professionally done, we presumed that the fit would be right. After receiving the suit we noticed that the tux pants were far too short and far too tight there was also a silk stripe on both sides of the pants that was not mentioned in its description. ** ************* ***** **** **** ******** ******* ******* ** ***** ** ***** ******* *** **** ** **** *** *** ** ****** ********* **** ***** *** ** *****. Upon reaching out to customer service and explaining the situation I was met with no solutions for resolving this matter. Im deeply saddened as this tuxedo is for our wedding day and the encounter with this company has been a nightmare and is causing a great deal of stress as we have no solution for our June wedding. We had planned on having the rest of the groomsmen order suits from here as well but based on this experience we will not be doing this

    • Initial Complaint

      Date:03/01/2023

      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.
      On 8/16/22, I let the company know that there were significant fit issues with my first suit that I ordered online. They asked that I take pictures (not measurements) and send them for a remake. I did as instructed and the second suit came - again with significant issues - and on 11/13 I emailed support again and on 11/22/22 they asked for pictures again for another remake. I immediately replied to tell them that at this point I was no longer interested in yet another remake and I wanted a refund. My email since 11/22/22 has gone unanswered. I emailed on 11/24, 12/3, 12/15, and 1/2/23 without any reply. I also reached out via ******* and gave them the same information upon request. And, I used the chat feature on the website. The agent on the chat was very ****. Did not apologize for the experience, said they'd pass it along to the supervisor and that was it. Did not ask for additional information. When I asked when I could expect a reply or if more was needed their response was "as I stated....". This company is dishonest, not customer focused and anyone considering doing business with this company should seriously reconsider.

      My order #: **********

    • Initial Complaint

      Date:30/12/2022

      Type:Product Issues
      Status:
      Unresolved
      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 decided to use Indochino to purchase some shirts. I placed an order on 11/15/2022 for 10 shirts and paid around $600. I went to their location to get measured and 3 weeks later, I received my shirts. They didn't fit properly and were too tight. I scheduled an appointment and went back to their location to get these adjusted but they said the shirts will need to be remade. They remeasured me and made adjustments to my measurements. 3 weeks later, I received a package with the shirts and upon trying them on, they still didn't fit. They were the same fit as the last time and this time around, they didn't make them according to the customizations I selected.

      This has been a very stressful process. I would like a refund but I am told by the company that they don't offer refunds. I do not want to go through the hassle of going through measurements and waiting any longer. It's a waste of time and money. I am unable to even purchase the shirts which I have to use daily for work elsewhere, since I have invested 100s of dollars in this order.

      Business Response

      Date: 30/12/2022

      We have followed with the showroom and they will be in touch with the customer within 1-2 business day to provide assistance as per our terms and conditions. 

      Customer Answer

      Date: 09/01/2023



      Complaint: ********



      I am rejecting this response because:the business has refused to give me a refund. They are wasting another 4 weeks of mine and there is no guarantee that it'll be made correctly. I have gotten myself measured in person twice without any luck. I am disgusted with them and will never ever do business with them. 



      Sincerely,



      ****** ******

    • Initial Complaint

      Date:16/12/2022

      Type:Billing Issues
      Status:
      Answered
      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 custom suit from Indichino's store *** ** *******. The suit was purchased on the same day that their Black Friday promotion was live - Nov 11th. Immediately after I purchased the suit I looked online and saw the suit was $200CAD less than I was charged. My Fiance screen shotted the promotion (attached) on the same day, I sent it to their store and was refused any price adjustment. I requested the suit be cancelled however they said it was in production and would not allow me to do so. You would think after spending $700CAD on a suit you would receive some level of customer service. **** **** **** *** **** ********** *** ****** ******* *** ********** ******* ******** ** ******* *** ****** **** **** *********

      Further, in response to writing a review on ****** to this effect the store responded saying their promotion was not active on November 11th. Please see attached a screen shot from November 11th of the live promotion on the day of his purchase.

      I'd like to note I was unable to reach the store directly until Nov 13th (he told the staff this). **** **** **** ********* ********* *** **** ***** 
      It is completely unreasonable that when you prove that the suit was on the same day of purchase on sale and the staff failed to honor that sale price. I am requesting they honor their promotion and refund me the difference.

      Business Response

      Date: 30/12/2022

      As per our terms and conditions, we do not offer price adjustment for Black Friday and Cyber Monday promotions. Customer has agreed and signed the terms and condition at the time of the purchase. ******************************************

      Customer Answer

      Date: 03/01/2023



      Complaint: ********



      I am rejecting this response because: My screen shots prove that the promotion was active on the same day I made the purches. I should have been given the adverted price from Indochonos website. I do not understand why I was charged the higher price.  It's is not fair and it is glasé advertising. 



      Sincerely,



      ***** ******

    • Initial Complaint

      Date:16/11/2022

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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:
      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.
      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,



      ******* ******

    Indochino Apparel Inc. is NOT a BBB Accredited Business.

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