Post # 1
Have had the worst experience with Indochino
My FH and I live 3 hours from the nearest city went suit shopping in May for our September wedding at the West ED… We went to a few off the rack places like Tip Top and Moors… An Indochino had just opened so we had him mesured there… When we got home we looked at photos and read reviews… Decided to order with Indochino since his body type is not typical and we would have to spend hundreds in alterations… We thought that we ordered early enough to deal with the possible production errors.
The first suit comes in and it is horrible, way too small, arms half way up his forarms… Not to mention the quality was crap… Phoned the 1-800 number and made an appointment for a suit fitting that weekend…Drive the 3 hours to the store when we arrive at the store and there is no record of the appointment but they will squeeze us in (thanks?)… We are told mesurments are incorrect… We point out they did the measurements, laugh it off was not completely unexpected based on reviews… They will remake suit… 1.5 hours there plus 3 hour drive home
Second suit comes in arms are the correct length but he can’t raise his arms… The only occasions he will be wearing it is weddings and funerals, hugging is manditory… Phone the store directly this time since customer service didn’t work so well last time… Made an appointment for that weekend drive the 6 hours round trip… Production issues blamed this time, laugh it off mistakes happen… Whatever, they will remake the suit jacket and alter the pants on site… So we leave the pants and drive home.
Third suit comes in Early in the week, he can now raise his arms about mid chest level but still feels as if he is going to Hulk out of it… We make an appoitment with the store yet again… Drive down yet again… He explains the issue and that we only have 25 days till we leave for our wedding at this point… They tell us there is nothing they can do and it should be fixable by alterations but they are booked solid so we will have to go somewhere else… I am beginning to get annoyed and point out we don’t live in the city and our small town doesn’t have a tailors… I then ask about the pants that they have had for over a month… They didn’t alter them because it is wedding season and they are swamped.
It was at this point I lost it and demanded our money back… They said fine but they want the suit back… As it is a weekend no upper management were available and that is all they were authorized to do… Absolutely unacceptable, he can’t wear off the rack, nor is there enough time to get a replacement… Not to mention the 20 hours of driving put into the damn thing… I will be calling the customer care line tomorrow but am not very hopeful.
TL;DR Indochino Sucks
Post # 2
I’d be SO pissed!
I don’t know about your legal system, but if it happened where I live (Germany) you could now demand the ‘driving’ money, a compensation for your time exposure and either the money for the alteration wherever you want, even if it was much more than indochino would have charged for it or you could buy any other similar quality suit and charge them with the cost gap plus you’d get your money back. And for sure, after the wedding I’d probably even sue them for that money.
Maybe there is anything similar you could do to get compensation for your costs and, first of all, I hope you find him a suit that suits! 😉 Wishing you well!
Post # 3
murphybobbitt : I’m sorry y’all had such a bad experience! My husband got his suit for our wedding at Indochino and had a super easy and great experience with the Indochino in SF.
Post # 4
Ugh that sucks, I’m so sorry to hear it! Fiance and Best Man got their suits at Indochino – Best Man’s suit came in with no issues but Fiance has had to go in twice to correct issues. He was measured at the first appointment, but the shirt & suit came in with sleeves too short and pants too tight in the bum & thighs. They remeasured and measurements remainded the same but the suit was clearly off (production error) so they remade everything. Now the shirt & jacket are fine but the pants look like inverted triangles – the thighs are HUGE! So they’re fixing those in-house. Fingers corssed that will be the end of it. Production seems to be a big issue for them sometimes, and that really sucks that they won’t help during wedding season. FI said he won’t be buying from them again – end product comes out fine but not worth the hassle.
Post # 5
So sorry to hear! My Fiance thought about getting his suit at indochino too but the bad reviews scared him off. He went to suit supply instead and they did a fantastic job.
Post # 6
What a bummer!! We buy made to measure for Darling Husband all the time and generally have had fabulous experiences with made to measure suits from indochino. Our tailor even encouraged us to start using their rebate program for tailoring and raved about their customer service. Perhaps contact the company and tell them what an unusually bad experience you had and demand they remake the suit with proper measurements? If they do anything less perhaps let them know you will be sharing your experience on sites like Yelp too.
Post # 7
Update… Thank you for the kind words… I phoned the 1800 number and spent many frustrating minutes with the customer service rep… It didn’t help that I’m currently working in a spotty cell service area… She phoned the store to get their side of things and apparently the pants were scheduled to be altered on Monday… I do have a hard time believing this as they also told her that he was happy with his jacket (he is NOT)… Indochino offered us a $100 tailoring credit and I have handed the matter over to FH… A store in town has said that they can order him a suit and have it altered before we leave 110%… Understandably we are a little leary since getting burned by Indochino… He has also been talking to a seamstress (friend of a friend) who might be able to fix the jacket but will not know for sure until she opens it up… She did say that there is something definitely wrong with the way the shoulders are attached… She also said that the required alterations to the pants would take 15 to 20 minutes so there really are no excuses for them not getting it done in the month that they had them… I’m still very frustrated over the whole situation.
Post # 8
We feel your pain! We are also having issues with the West Ed Indochino. Ordered in May for our August elopement. Suit came in pretty quick, but jacket had sleeves that were too short and the pants were too tight in the thigh. They kept the pants for in-house tailoring and told us 2 weeks. He ordered the shirt at this point and they sent to remake the jacket. Both arrived within 3 weeks, jacket fit but shirt was too tight and sleeves too short. Each time, the measurements were the same, clearly production errors. Fiance did actually ‘Hulk out” of the shirt and they sent the order to have it remade, that was beginning of July.
Except they didn’t. The order never got made, we’re now 3 weeks away from our wedding, and about 18 days before we leave the country (we’re eloping in Italy). The pants were just finished last week, and that was after hounding them. We continued to get the “we’re really busy” excuse. Except that’s not our, the customer’s, problem. A business needs to adjust if they are backed up, hire more people, contract it out, something, but that’s not our problem. From the beginning, the only thing that fit straight away was the vest!
We are still waiting back to hear about what the “RUSH” on the new shirt means. We’ve been dealing with the manager except she is terrible at communication, promising to give us an update the next day and then nothing a week later until Fiance follows up.
Production errors do happen, but they need to address them. The blatent disregard for customer service and communication is entirely avoidable. FI has decided that if the shirt is not ready by next week, we want a refund and he will go somewhere else to get the shirt- I’m sorry that your Fiance doesn’t have the same option and hopefully your seamstress will figure it out.
Post # 9
murphybobbitt : I didn’t read the whole thing, but Darling Husband is now on the third iteration of his wedding suit being remade with indochino (our wedding was 6 weeks ago, and they didn’t managed to get a properly fitted suit for him that we ordered at the beginning of March for a mid June wedding). Sorry you’re dealing with this; indochino does suck.
Post # 10
The saga continues: The seamstress opened the jacket and there was no extra material to let out the shoulders. She was able to cut out some of the padding so now it’s a bit more comfortable. Indochino is remaking the jacket yet again because no extra material equals production issue. They will be sending it to my parents house because we leave for there in less than two weeks. They wanted him to send the jacket back but we said hell no. Given our experience with this company, we have very little confidence that they will be able to deliver a jacket that fits before our wedding in 27 days.
Post # 11
catskillsinjune : yah we are in same boat. He will not be comfortable. As my FH told them make a jacket for a 40 year old 200 lbs man not a 14 year old. I don’t see how this is a viable business model. This is their 4th attempt at making the damn thing.
Post # 12
murphybobbitt : I’m sorry to hear the seamstress can’t make it work because the jacket wasn’t made correctly. I don’t know if they are putting a RUSH on it but we’ve just found out that the RUSH for FI’s shirt means it “should” ship on August 10th. That’s a full month after it was supposed to be ordered and nearly 3 weeks after we started asking questions. IMO, that’s not any faster than a regular order and certainly not “rush” in these circumstances. We’ve told them it’s not acceptable as we leave for Italy on Aug 18th and are currently waiting for a refund. We are going shopping today to find him a shirt.
I wouldn’t be confident you would get the jacket in time as well but my fingers are crossed for you both!
Post # 13
Well they did get the replacement jacket to us a few days before the wedding. Unfortunately it was even smaller than the one that didn’t fit properly. We ended up using the too tight suit jacket for the wedding (second to last jacket) and then returned the suit. We managed to get a few photos where it is not noticeable. They did refund our money but the whole process was unpleasant. We could have bought an ill fitting suit off the rack and saved ourselves alot of stress.
Post # 14
Geez! I’m so sorry that sucks!
Darling Husband got an indochino suit. We did the measurements from home and luckily the issue was just that it needed some fitting, so he went to a really great tailor who (for about $250..) made the suit fit great. Indochino reimbursed $75 of that I think, and we paid the rest. We got the suit (regularly $800 or so–it was the most expensive fabric indochino has) for about $375 so overall we were still ok with the extra alteration costs.
So sorry your experience has been so terrible though, must be so stressful!