Complaints

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:05/05/2025

  Type:Sales and Advertising 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 product was not at all what was advertised. The product is cheap and unsalvageable and I have repeatedly requested to return the product to no avail. They keep advising me to have the product altered do to a bad fit but that is not the biggest problem. The material is cheap and not what is shown on their website. The reviews on this company are horrible.

• Initial Complaint

  Date:04/29/2025

  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.

  Date of transaction: 4/15/25 Money paid: $439 The business promised anti-pilling, pure wool, custom-tailored suits. However, what I received was a very light, cheap, and ill-fitting suit. There is no material chart, no tag, and no documentation to prove that the fabric is pure wool. It does not say "100% wool" anywhere. The fabric is extremely light and feels nothing like what was advertised.The business claims they will only adjust the measurements and cover tailoring costs, but I am requesting a full refund. Nowhere was it disclosed that they do not offer full refunds. This is completely misleading and feels like a scam. I do not need tailoring the fabric itself is cheaply made and unacceptable.I am requesting a full refund as the only acceptable resolution. Additionally, the customer support department has failed to respond to my inquiry.

• Initial Complaint

  Date:04/14/2025

  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.

  In November 2024, I ordered a custom-made wool coat. I provided measurements. The coat that I selected on their website is supposed to be knee length. The coat they sent me is too short (above my knees) in its overall length and the arms are too short. The quality is also poor. The wool coat is amazingly thin. It's more like a cheap blazer. It won't keep me warm at all during ************'s *******. They offered to make a new one for me, but they will adjust only the measurements. I'd have to pay more money to let them try to insulate the coat. I've already paid $307.80 for a coat that is of poor quality. I don't want to pay even more money to this unreliable company. They won't let me return it for a refund. I spent weeks arguing with them. Can you please help me get a refund? I feel duped.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Sumissura regarding complaint ID ********.
  
  Sincerely,
  
  ******-***** *********
  

• Initial Complaint

  Date:11/26/2024

  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.

  10/26 Purchased a custom suit online, paid an additional $20 for delivery to a tailor to try on and ensure fitting. Closest partner tailor was 1 hour drive each way. 11/04- Item delivered- no delivery notification. 11/15 Reached out to the tailor to verify they received the package and make arrangements to try suit on 11/17 received a response that I could come in anytime during business hours.11/22 Tried suit on in store. The jacket was entirely too large on every measurement. More minor issues with the bottoms. The tailor agreed that the jacket did not fit at all and would need too many adjustments. The suit was left at the tailor due to it not fitting. 11/23 Opened support ticket 11/25 received a response to my support ticket from ***** stating the garment should be fixed.11/25 Opened an online chat then received a response from ****** that the tailor partner would need to reach out to them directly to confirm what I am saying otherwise they cannot offer a solution because its not fair to their tailors to not get paid when they have a quality mistake that cannot be resolved. 11/25 I reached out to the tailor shop and asked them to contact the company directly about this suit 11/25 received another email from ***** that the company doesn't offer refunds at all because the custom-made garments cannot be resold.

• Initial Complaint

  Date:11/25/2024

  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.

  Ordered a custom tuxedo for an event. I get the suit and the pants are 6 inches too short and the jacket is 4 sizes too big. The material is not as described, its thin, cheap and poorly made. After measuring the garment, I discover the measurements are not even close to the measurements on file.. I immediately opened a support ticket and supplied photos. The suit was for an event. Im told to redo my measurement but it is already 100% accurate. They take dats to come back and reject my refund request saying its a custom suit and cant be resold. They will make a new one. I told them repeatedly this suit is for an event. Ive now had to spend another $300 for alternate outfit. Still they refuse but offer a free material upgrade, which again does nothing to solve my problem and does not compensate me in any way whatsoever. I ask if they will remake the whole suit for feee, why not refund me? No answer.They have a 100% perfect fit guarantee which is basically nonsense. Its only a guarantee if youre willing to do what they say. Drive across the city to a tailor of their choice, go to your own and pay and try to be reimbursed. This guarantee isnt real. It means the customer jumps through hoops, loses time and money fixing their mistakes.Shame on them.

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Sumissura regarding complaint ID ********.
  
  Sincerely,
  
  ******** ******
  

• Initial Complaint

  Date:09/05/2024

  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 ordered a custom suit, two custom dresses, and two custom work tops from Sumissura on August 10th and received my items on August 20th. Not, only does the material and quality not match the pictures but the all items but the tops are extremely baggy and oversized and feel cheaply ******* a grad student in an MBA program. I cant wear these items to my classes or on campus functions or even to my current job. I asked for a refund on September 1st and am being told they cant offer a refund only to tailor the items over or for them to reimburse me to take the items to a tailor.I dont think so, I want my money back for each item but two work tops. Why are you selling people low quality goods and passing them off as high quality? Ive seen better quality from ***** and temu

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a shirt with specific measurements. I have a back injury that requires I order custom clothing with broader shoulders than is available off the rack. This company failed to make the shirt according to the measurements I provided--they made a shirt that measures 14 inches across the shoulder when I ordered 19 inches across the shoulder. I provided them with photographic proof of this, and they still insist on pictures of the shirt on my so they can argue that it "looks" fine. It is not their business how this shirt looks. I ordered a custom shirt with specific measurements they have failed to make. This happened with a previous order and it required filing a complaint with BBB for them to remake the shirt as I specified. I want the shirt made according to the measurements I specified - Or I require a full refund.

  Business Response

  Date: 08/05/2024

  Customer received a garment made-to-measure from us which did not fit.

  In order for us to give the customer a solution that works, we requested specific information.

  This we are entitled to do as per the Terms and Conditions the customer accepted when the order was placed:

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

  "Sumissura reserves the right to deny remakes in circumstances where our professionals consider that tailoring arrangements/adjustments are the most suitable option, the products are not in perfect condition or the customer does not cooperate with the information requested for the new remake."

  An exception has already been made in terms of only asking the customer the essential information leading to a successful resolution of the customer's complain.

   

• Initial Complaint

  Date:06/25/2024

  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.

  Sumissura complaint Order ******** Paid on:02/28/24 Status:Delivered 03/20/24 Paid: $609.00 Samples ordered: 4/4/24 Samples received: 5/12/24 Sample charges paid: $30.00 Returned: 5/13/24 Return charge paid: $52.36 Reordered: May 24 2024 ref: *********** Status: Delivered 06/11/24 Hello, I ordered a premium suit from sumissura in February 2024 and have still not received a suit that fulfills the specifications I specified in the order. I have been through a nightmare with the customer service as they ignore my correspondence, make false claims, and lie about the order specifications despite hard evidence. I have requested a refund since May 2024 but they have refused my refund despite not providing a suit that meets the requested specifications by the agreed upon time. I was forced to buy another suit given that they had not tendered the suit ordered and agreed upon and then they forced me to take a replacement suit which they were going to charge me for until I made numerous complaints. After sending me a replacement suit that again did not meet the order specifications, they lied and said that they had no record of the specifications. This is despite the order invoice they sent me ahead of the shipment with all of my specifications clearly listed. I am attaching proof of the order invoice sumissura provided as confirmation of my requested specifications and pictures to show that they were not met. Ie- I ordered a suit with no pockets/vents, 3 buttons on chest/sleeves, thin waistband, etc and you can clearly see that the suit they sent has pockets, vents, etc. the fit is also falling off of me and not to my measurements. Please help me to get a refund for the suit and return shipping charges

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  I have received a reply from the same agent to a previous correspondence but they do not seem to be aware of this case or acting in response to this case. I have asked this agent to elevate me to leadership so that I May ask for a refund and they refuse. I am in the same situation as I was at the time of writing my complaint. The agent will not elevate my request and will not refund my money after multiple failures.

  At this time, I have not been contacted by Sumissura regarding complaint ID ********.

  
  Sincerely,
  
  *******************************

  
  

• Initial Complaint

  Date:05/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 a three piece suit to custom measurements. The garment delivered had the following issues:1. Suit coat sleeves 1/2 inch too long 2. Pants 1 & 1/2 inch too short 3. Pants 1/2 inch too tight in the hips If the company had made the actual garment to the exact dimensions specified, the fit would have been adequate. The reason the fit was inadequate was the company failed to manufacture the garment to the measurements provided.

  Business Response

  Date: 05/06/2024

  We are very sorry to hear customer's complaint.

  We have checked it internally and the customer hasn't reported anything to our customer service yet.
  
  To resolve this quickly, we recommend opening a support ticket from the details of your order in the client area.
  
  This will allow us to address the concerns in a personalized manner and ensure an appropriate solution.
  
  
  Benefits of opening a support ticket:
  
  1. Personalized resolution.
  2. Precise identification of the problem.
  3. Contribution to future improvements.
  
  
  Steps to open a support ticket:
  
  - Log in to your Hockerty account.
  - Go to the details of your order.
  - Open a new support ticket and provide the necessary information.
  
  Thanks in advance for your cooperation.

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  See the new attachment which has a thorough email exchange with this company's client customer care.  A ticket has been opened.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 06/13/2024

  Dear BBB Representative,

  We are truly sorry to read about the concerns raised by our customer.

  At Hockerty, we produce made-to-measure garments according to the customizations chosen by the customer. Due to the personalized nature of these garments, we do not offer a refund as a solution.

  However, if the garments do not fit properly, we kindly request the customer to share a front picture of themselves wearing the jacket buttoned up with their arms by their sides, showing the entire fitting from the shoulders to the hips. Additionally, we need a picture of the customer wearing the pants without the jacket on.

  Regarding the fabric, we offer the option to buy samples through the following link:

  Order Fabric Samples: *********************************************************************************************

  This allows customers to touch and see the fabrics before completing their purchase.

  We have already remade the customer's pants according to the issues reported in the initial order and based on the updated measurements provided by the customer.

  Unfortunately, the customer is now reporting additional issues but is not cooperating by sending the necessary information for us to evaluate the casethere is no cooperation on their part.

  We appreciate your understanding and assistance in this matter.

  Best regards,

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The fabric of the suit I purchased was advertised by the seller, in writing, as "100% merino wool."  The suit is not 100% merino wool and this fact has been confirmed by an independent expert.  Accordingly, the suit that was sent is NOT AS ADVERTISED.  Sending a 'swatch' of fabric for evaluation in advance of a purchase does not abrogate a seller/merchant from the contractual responsibility of delivering a good 'as advertised.'  This fact was not revealed until two different professional tailor's examined the suit for alterations.  It was during these alterations that a discovery was made regarding the fabric used in the construction of the suit.  The merchant advertised a made-to-order suit that was to be constructed of '100% merino wool' and then sent a suit that was NOT '100% merion wool.'  The remedy for this situation is for the suit to be returned and a refund provided.  Remaking a pair of pants or having the suit altered does not relieve the seller from providing the goods 'as advertised' and in this very specific situation the suit is NOT 'as advertised' because IT IS NOT CONSTRUCTED OF 100% MERINO WOOL.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 December 14 I placed an order for a blazer. I received-in writing-a statement telling me the company canceled the order because I had an outstanding alteration on another garment. The company then reinstated by order--without telling me--and used the WRONG measurements, from a previous order, because they had deleted my new measurements when they canceled the order. After much and back and forth they admitted wrong doing and agreed to remake the jacket with the right measurements on January 23. But once again, they used the WRONG measurements. I want a refund.

  Business Response

  Date: 03/18/2024

  Hi, thanks for letting us know.

  We are already in conversation with our customer to offer him a new production totally free of charge without the need to return the garment with the wrong measurements.

  Thanks!

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They have not yet agreed to remake the garment. One person agrees, then the others asks for various things--more photos, etc. I have already proven the made they garment with the wrong measurements. I want the garment made with the right measurements. What the jacket looks like on me is irrelevant. I have asked for a jacket to be made with specific measurements. They can either make the jacket I ordered or not. To date they have not remade the jacket, so my complaint stands and I want a refund of they will not proceed with making the jacket according to the meausurements I specified.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 03/22/2024

  We do accept to redo the garment, but in order to proceed we need her cooperation. You can see the screenshot about our last message. No answer yet. The message was sent 3 days ago. On March 19th.

  Thanks