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:02/12/2024

  Type:Product 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 Aug 6, 2023, I made an online purchase with Sumissura for a custom, made to measure 3 piece suit (jacket, skirt, pant), a sheath dress and tweed jacket (Order #********). The purchase amount was $1,046. I used the website's online instructions to customize each suggested measurement with one that was measured twice by me and my husband (both of us are working professionals and **************** degrees so we made every effort to measure twice so they could cut once). When the garments arrived, none of them fit properly. In the case of the pants, skirt and dress, the fit was horrible through the hip and thigh. The jackets were not terrible, but the fit in the bust and chest area was off. I registered a complaint ticket (Support ticket #*********) with customer service on August 26th and was emailed on August 28th. The customer service rep asked me to take the garments to a tailor for alteration and I would ultimately be reimbursed for the added cost. I followed the suggested course of action and took the garments to a professional alterations business here in *********, ** called **********************. The tailor at ********************** confirmed there was not enough inseam left in the pants, skirt or dress to provide a proper alteration. Not only did she think the fit of all the garments was terrible, but she shared her opinion that none of these garments had been custom made, and appeared to be made off of stock measurements. I then emailed Sumissura's customer service and explained that altering the pants, dress and skirt were not possible and requested a full refund on the whole order. I also suggested that they had not made the garments to measure. They responded by stating a refund would not be possible and I needed to resubmit measurements for new garments to be made. I have zero confidence I will see garments that fit properly using this process of customer-generated measurements. I think this is a bait and switch operation.

  Business Response

  Date: 03/28/2024

  Dear BBB,

  as can be seen in the conversation string attached by the complainant, we already have offered a complete solution for the issues and just wait for the genuine confirmed body measures to proceed.

  We again emailed the client directly with that solution. If customers do not cooperate or act, we can not help, even we love to.

  But due to the fact that the garments are all custom tailored by the measurement input by the customers, we need new measurers in order to provide best results.

  As can be seen in the image attached, the customer did correct his measures when opening the support ticket, hence admits that he entered wrong measures in the first place, a fact that we still accept and still do remake the garment for free.

  But since the measures already deviated, we still wait for a confirmation of the measures entered...since Jan 24th, actually.

  We also emailed the customer today, re-asking for the corrected body measures.

  This is, logically, the only way a custom tailored garment can be made.
  

  Best regards

   

   

   

  Customer Answer

  Date: 03/31/2024

  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:

  Sumissura continues to claim the garments I received were custom made to my measurements and per those terms, I am not entitled to a refund.  I am only entitled to submit new measurements and have the garments remade again.  These are the same terms that prompted me to submit this complaint in the first case.  Sumissura has not adequately addressed my points that indicate the garments were not custom made, which would void the terms under which I made the purchase.  Based on multiple online reviews with customers having the same problem and no resolution, I believe it will be a waste of my time to continue sending in measurements for a better outcome.

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

• Initial Complaint

  Date:08/18/2023

  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 this pantsuit in December, and it was delivered in January; I immediately tried to contact someone regarding the pantsuit. It was damaged, I was sent an email and asked to get a dry cleaner, and the dry cleaner stated it was not a stain issue. It was the way the pantsuit was made and the type of fabric used when making it. I have been waiting for over six months to get a refund. I also asked for a return label to ship this item back. I have yet to talk with anyone. I have emailed several times and received emails that needed to be clarified. I think this company is a fraud. Please refund my money, and I will never order from this company again. Please, Please do not order anything from this company. I have informed everyone I know to not order from this companymy telephone number is ************. Please call me.

  Business Response

  Date: 08/21/2023

  Please see the message that was sent to the customer three months ago, to which we never received a clear answer. This is the procedure that must be followed as per the Terms and Conditions the customer agrees to after placing an order with us: ****************************************************

  Answer as follows:

  "I am sorry to hear that you deciced to go on social media to share the problem you enconutered, but we can only offer you solutions once you send us the required information.
  I am surprised to hear when you mention that nobody never replied to your emails, but we always used the same email adress to reply you, I am not sure if our replies landed on the SPAM/ Junk/ or maybe were automaticly deleted by our email provider? On the printscreens we show you evidence that we have been trying to comunicate with you on the 23rd of February and on the 1st and 10ht of March.
  If the drycleaner determined that the stains can't be removed, we will need to documentate the case and have some pictures from you wearing the suit so we can determine that there are no problems with the fit, as well as a quotation from the drycleaner specifiying that he could not get good results with the jacket. Should I understand that there are no problems with the pants? The features of the fabric are shown on the website, and the care instructions are sent togethr with our tailors and also specified on the website ont he contact us /post sales section.
  You mention that we never asked you to confirm the measurements, as we have an algotythm wich calculates the measurements based on heigh, weight and questions about complexions and compares them with our huge database from other customers in the past. But there is no mention in your messages that this is not fittiing you well, am I wrong?
   We will be able to give you solutions as soon as we recieve the information required by us.
  In case it't not possible to remove the stains, according to our T&C we will be honoured to offer you a free remake the jacket, but we don't offer refunds, sorry for this, it was clearly stated in our T&C at the time of your purchase. I hope that we can finally find a good solution to your case and there is no need to involve third parties as the bank, as this would slow down and block us the possibility to offer you sollutions.
  Please send us the required information (quotation from dry cleaner, photos wearing the garment to verify the fit) and once we confirm the origin of the issue and determine what part of the suit has those stains that can't be removed we will certainly remake this. But we can't make this unless we count on your collaboration and send us the required information."

  Thank you,

• Initial Complaint

  Date:01/03/2023

  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 October of 2022, I purchased a $400+ pantsuit. The instructions indicated that if there was a problem with fit, that I should take the pantsuit to a tailor for revisions. I did visit a local tailor that there was not enough material to revise the suit. Also the instructions stated that the company would reimburse up to 25% of the cost of the purchase. Sumissura also states that if there's a problem, I should perform an open ticket to correspond further on this matter. I have opened a ticket, but there's no response from the company other than to offer me a gift of $5-$25 in order to make another purchase.

  Customer Answer

  Date: 01/29/2023

  At this time, I have been contacted directly by Sumissura regarding complaint ID ********, however my complaint has NOT been resolved because: Sumissura has sent about 20 emails requesting that I purchase more products.

  Sumissura Your Answer Here]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:12/28/2022

  Type:Product 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.

  The Complaint is against ******** / Sumissurra I paid for a custom suit to be tailored. it arrived and did not fit. I ahd paid for the suit but since it did not fit lodged an initial case through the payment center. Sumissura/Hockerty would not provide information or support until I closed that case. we had numerous email exchanges. The case was closed December 9th and yet the company will not respond nor resolve the issue nor remake or refund for the suit totaling $359.00 stating the case is not closed. There has been no resolution.

  Business Response

  Date: 12/29/2022

  Dear BBB Serving ************ ********,

  Thank you for your interest in this case. 

  Unfortunately what the customer is saying is not true. We have been willing to solve the fit issue described by the customer, but in order to do that, we just needed two things, which are as follow (you can see it attached, customer has been informed about that since 05.12.22, first attachment; in the two other attachements, my last message, sent yesterday after a long email exchange). 

  We just needed proof from customer that the PayPal claim regarding the fit issues she had described had been closed -since that would mean that customer is asking for two different solutions to the same problem via two different means at the same time - and that she provided the visual information requested in order for our tailors to be able to check what went wrong with the product - a suit - she received. 

   

  The customer refused to that during weeks, and as per the Terms and Conditions the customer accepted at the moment of purchase:

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

  "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."

   

  We are still waiting for her to provide that information.

  Thank you very much,

  Best regards,

   

• Initial Complaint

  Date:10/25/2022

  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.

  Sumissura is a custom making suit company. I ordered a suit with specific measurements, and the suit did not come with those measurements. I reported the issues to the company, and they have a tactic of asking for additional information over and over again, in hopes of getting a person to give up. I persisted, and sent the suit back with the correct measurements. *** contacted me and said that there was no address for where I sent the suit. I contacted the company and they claimed that they were having issues with their delivery issues. Evenutally, they sent another suit. The replacement was worst than the first. It was extremely poorly made, almost laughable. It was asymmetrical and not made in line with the measurements sent. This company seems to be a fraud. I had the same issue before when I ordered a suit from them and I just gave up because I didn't want to deal with it. The return process also takes months.

  Customer Answer

  Date: 11/19/2022

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