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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:17/10/2022

      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 April 30th, 2022 I made an order at your Seaport location for a Hemwsorth Silver Grey Suit for a wedding party I was in, scheduled for August 6th, 2022. At the beginning of June the suit came in and I could not even put the jacket on because it was extremely small. I made a refit appointment on June 29th, 2022 and during that appointment I was told that the suit would need to be remade. I was assured by the employee that the suit would be remade and delivered in time for the upcoming wedding on August 6th, 2022. Two weeks pass and I decide to check my account for an update. My account says the order is still on hold because Indochino discontinued the material my suit was made from. I called the Seaport store and the employees told me they were able to source two of the Hemsworth Silver Grey suits from another location. I made an appointment for Aug 2, for 12:30-1:00PM, to try on these two suits (I live in ***** every time these appointments are made I have to drive 2 hours to their location). Both were tiny and I could not even put them on. After this the employee tried to schedule another appointment the next day, I said no and the employee assured me that I could call him and either get a new suit or a refund for the suit. Today, is October 14th, 2022 and the suit is still on hold with no update. I called the Seaport Massachusetts store on Sept 13th and they informed me that they cannot issue a refund because they do not take returns*!(what am I supposed to return?) and that I have to wait an unspecified amount of time for the suit material to be restocked. Another member in the party got his suit refunded for the same problem I have (see attached). I also made a ticket on Sept 19th, 2022 to their help desk explaining my issue. That same day the ticket was closed by Darren informing me a manager would be contacting me shortly on my issues. It's been a month and I have received no call. I would like a full refund for the missing item on my order.

    • Initial Complaint

      Date:05/10/2022

      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 July 19th I went into the Ottawa store to have my measurements taken and placed an order for several items. On July 29th the items arrived, none of the items fit correctly so I booked an appointment for adjustments on August 22nd, which was the first date available. I dropped off my garments and they have been there ever since, with no date for completion available. On September 23rd the store promised they would be ready the week of the 26th. When I called in on the 30th, they still weren't ready, so I had to go buy a different suit for a wedding that weekend. I told the store manager this wasn't acceptable and he said he understood and would have an refund issued. Since then I no refund has been processed and customer support hasn't responded to my emails nor have they had a DM call as they promised they would.

    Indochino Apparel Inc. is NOT a BBB Accredited Business.

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