ComplaintsforIndochino Apparel Inc.
Current Alerts For This Business
Pattern of Complaint:
As of July 7 , 2023 BBB files indicate that this business has a pattern of complaints concerning the following issues:
Billing or Collection Issues:
The consumer was incorrectly billed for a product that did not fit.
Customer Service Issues:
The business did not provide adequate customer service.
Delivery Issues:
Consumers complained that the business did not respond to their messages regarding the delivery of their items.
Consumers complained that they ordered items, received confirmation but did not receive the products.
Refund / Exchange Issues:
Consumer complained that they weren’t given a refund as desired.
Repair Issues:
Business did not repair the product correctly.
Guarantee Or Warranty Issues:
Business would not honor the warranty of the product.
Advertising Issues:
The product was not consistent with its advertising.
Product Issues:
Consumer complained that they received poor products.
Contract Issues:
The business did not honor the contract agreement.
Customer Service Issues:
Consumer complained that they did not receive their product.
Consumer complained that the business is no longer responding to their emails or phone calls.
Delivery Issues:
The product was delivered with incorrect sizing.
Sales Issues:
The business would not work with the consumer to resolve an interaction.
Service Issues:
The business did not provide adequate service.
We offered Indochino Apparel the opportunity to address the above identified patterns. We did not receive their response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
29/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Online order with Indochino. Order placed on hold with no delivery date confirmed in multiple conversations. This week I noticed someone at Indochino had gone onto my account and added (then cancelled) an order. Combination of poor business practices (lack of information re status of orders and delivery) and cyber security issues. Attached document explains everything. Thanks!Initial Complaint
18/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased two suits in person from Indochino. The rep at the Newport Beach location was fine however, he did not inform us that once we confirmed our choices that we could not change them. As a consumer why would we think they were final when the entire process takes over three weeks and sometimes over four? I wanted to make a small change to one of the suits so I went online to see if it was changeable. Online they make you chat in or leave a ticket. Once I chatted in, I sent an email with the specifics of what I had asked to be changed (the suit liner). This was on Monday the 18th. Since then I have emailed in several times and chatted in asking to speak to a manager to get this resolved. I have offered to pay more to get this done. Nothing. Gerogia and Jonathan have been the two customer service reps who have "helped" me yet they both have REFUSED to transfer me to a manager so I can speak with someone higher than them. They have made it impossible to move this forward and at this point. I just want a refund if I cannot have the proper changes made. This is now day three of not being able to get through to someone. I am currently chatting with Jonathan via chat and he is refusing to get me to a manager. This is unacceptable. Is this the customer service you choose to provide?Customer response
18/04/2024
I would like to repair the modification I need made to the suit and for Indochino to call me.Initial Complaint
14/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
A suit was purchased on January 20th. All measurements and set up of the online account were performed by the store directly. The suit was expected to ship within 3 to 4 weeks; however, after visiting the online account we see that the suit has been put on hold without any explanation from the company. This order was not fulfilled on the expected timeframe that was promised by the business. This suit was needed for a wedding and we now need to purchase a different suit in a much shorter timeframe. Do not trust this business for important events.Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Oct 25rd 2023 I ordered a custom tux from Indochino online. They asked me to do an in store fitting to get my measurements. I went to the 85 Newbury St store in Boston with an appointment on the 26th 15 5:30pm for the measurements. These were done and imported satisfactorily. Afterwards there are a number of customizations for the tux that needed to be inputted online, but the online tool was not working, so I contacted customer service via online and was assigned their ticket number ****** on the evening of the 26th. At 6:11am on Oct 27th, Carolina from Indochino contacts me regarding ticket ****** and asks me to type in the customizations. At 4:23pm that day I respond with my customizations. At 4:30pm Carolina responds to confirm the customizations. The next morning, Oct 28th at 8:38am I respond and tell her that several of my customizations were transcribed incorrectly between my email and her confirmation email. Two days later, Oct 30th at 10:18am Carolina responds saying that it is too late as the clothing has already shipped. I receive the incorrectly made clothing Nov 9th. Nov 16th 7:55am I resubmit a help ticket saying my order ********* was fulfilled incorrectly and that I wish to have a full refund. Nov 16th 9:44am Carolina responds saying that my email telling her that she had somehow transcribed my email incorrectly was added too late, neglecting to mention that she is at fault for not transferring the customizations I requested correctly in the first place. However, she notes, she'd be happy to discuss issues of fit. I respond at 9:51am that this is not a matter of fit and that major customizations like pockets, pleats, and suspender buttons are incorrect and that I had indicated the proper desired customizations in my 4:23pm email to her on Oct 27th. She never answers again. I have a $561.86 tux that I cannot wear for my wedding. Indochino is not refunding me and sold me a useless pieces of fabric with no recourse.Initial Complaint
25/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am requesting a refund for the three dress shirts totally $267 ordered on April 12, 2023 (Order number *********). On April 12, 2023, I ordered 2 suits and 3 dress shirts under Order ********* from Short Hills ** store. Arrived on May 3rd and did not fit. I scheduled an appointment on June 2nd at local indochino -*************************** Park Mall in **********, **. I was remeasured with photos taken and item reordered. The new items arrived June 15th and the pants and dress shirts did not fit. The pants were tight in waist and the dress shirt necks could not button or fit on shoulders. I returned to ********* Indochino July 8th with the pants to be fixed. They were reordered and arrived July 24th and again were ill fitting. I returned to store on 9/22 and re emailed Indochino directly with a complaint. The tailor suggested another style in pants, questioning the original style based on my body type and measurements, and were again reordered. More photos were taken by the store. The new order came on 10/22 and were even tighter pulling in thighs and buttocks.I then drove a 6 hour distance from my home to short hills store. On Nov 28th, I was refitted and left pants there to be tailored. The staff acknowledged that the neck could not button and the shoulders did not fit on the shirt, so they were reordered and arrived on 12/20. The shirt neck now buttons but the shoulders do not lay on my shoulders. On January 9th, I called Indochino customer service and requested a refund for the shirts. I spoke with ****** who said a supervisor would call, which they did not. On January 11, I emailed ****** requesting a supervisor contact me and sent a formal letter of complaint.I did not receive a response, followed up again via email on January 16 and 17 with no response. I called customer service on January 17th and spoke to ***. I was told that ****** would set up a meeting with a supervisor to discuss and someone would call me. I have not received any phone calls or refund.Initial Complaint
24/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 2 suits and 3 shirts from Indochino (IC) back in 2023. Over time, I've finally been able to use the outfits for events and all has been as expected until I tried to use the new white shirt. With no friction or tension, the shirt fell apart and tore. I reached out to IC customer services to simply replace the defective product on January 9th. What followed were days of passive aggressive arguments about "fit".I continued to explain that all other pieces of clothing are the same fit and specifications and work fine without issue but this one particular shirt on it's first time to be put on rips with no cause. I try to make the case over and over to them on this logic to which they simply stop responding and ignore me after January 12th. My request is simply they exchange the shirt as it has a manufacturing defect.Initial Complaint
11/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This is a ********** business advertising custom suits but delivering non-custom finished product. The experience is to go into a store and spend an hour getting specific measurements that they ship overseas for a custom fit. The product that arrived barely fit and was so off that my tailor could not even salvage. Upon calling customer service they encourage me NOT to visit their store but use my own tailor and they can only cover $75 for fixing the mistakes. No refunds no exceptions even though they took $700 for a custom fitted suit and delivered the wrong suit.The issue is that even if fixed which is looking unlikely possible, you ************ charged me for custom when it was not. I am requesting full refund for not adhering to what was sold.Initial Complaint
27/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Still don't have my suits after multiple rounds of fitting, shipping and alterations. It takes 1 hour for sizing, 10-20 days for them to make it, 4-7 days for it to make it to your house, another hour for final fitting then 10 business days for alterations. I did this THREE times and still no suits worked out for me. Started September 9th with this process an it's the end of November and I don't have my product. I spent 1600 total. Ended up asking my bank for a reversal and Indochino provided an outdated tracking to get the money back from the bank. So now I don't have the money or the suits that I paid for. All out of options.Initial Complaint
22/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
So my story begins on Sept 30, 2023, I went in to Indochino located in ***** ***** **** ** short hills, NJ. My measurements were taken and a suit was picked out. I was told after the order was placed it would take anywhere from 3-4 weeks to receive my suit. On Oct 17, 2023 I received an email from Indochino stating that my suit has been shipped. A tracking number was provided, fast forward to Oct 26, 2023 I received an email from *** stating that they needed a copy of my license or passport so that my package can pass through customs. I sent them a copy of my license. Fast forward to today Nov 3, 2023 there has been no update as to where my suit is, *** keeps telling me only a shipping label was created and they don’t have my package, I’ve been on the phone with Indochino the past 3 days and they haven’t given any type of help as to where my suit is, when to expect it. Only that “we’re going to escalate this up to some one who can help you” and I still have yet to hear anything back. I literally get married on Nov 11, 2023 which is in 7 days and still have no suit to wear! I’m legit livid at this matter because I feel like nothing has been done to accommodate the matter and no one legit cares. I’ve tried calling, emailing and using the chats on Indochino.com and no one can help me or give me any type of update of when to expect my suit or where my suit is.Initial Complaint
26/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I originally purchased a tailored suit from Indochino Apparel Inc in 2015. The tailored did not fit and as part of their policy, I requested that a new suit be provided to me to accommodate for my fitting. This was unsuccessful as customer service sent another suit that did not fit. At this point all transactions and communications were completed online and I had requested that I be able to complete an in-person fitting. I was originally told that there was no location near me to accommodate my request in Arlington VA. I then spoke with a representative in 2018 about my complain and they still were unable to accommodate my request. I contacted Indochino Apparel Inc in 2020 however I was unable to reach a representative due to the pandemic. I purchased a suit in 2022 and requested a credit for my previous purchase, however was denied and also had my account with the merchant closed.Customer response
26/10/2023
I have added support for the original order (# *******) and the follow-up order seeking replacement order (# *********) for the initial suit order that did not fit.
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Customer Complaints Summary
76 total complaints in the last 3 years.
15 complaints closed in the last 12 months.