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
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.Initial Complaint
23/10/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hi I attempted to contact indochino about the defective fabric that I was sold by them for a custom suit. They told me that they werent going to honor anything and could not provide me with a resolution. I purchased this suit along with two other suits. The two other suits had no fabric issues. This suit has multiple issues, fading color, defective fabric, and constantly wrinkled even after professional steam and dry cleaning. This is a defective fabric and all I was asking was for them to give me store credit or make the suit in a different fabric. My other suits from them are great and I have no issues with the fabric.Initial Complaint
20/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I already filed a complaint and the business did not respond. I filed it with the corporate office, now I am filing it with the local store. I have been disputing this with the store for months, and the transaction is now over a year old - but still have not had a resolution and the store will not respond to either my credit card company or my complaint on here. Details of everything are attached.In short, I bought 2 custom suits from Indochino last year and they arrived in the wrong size. I brought the suits into the retail store to be fixed, and soon after they closed this location as they were moving stores. I never got my suits back, it seems to me they were lost in the move but I have not heard from anyone to be sure this is the case. The one time I got ahold of somebody they said they would check and call me back - never did.Thanks,****Initial Complaint
25/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a purchase online from Indochino following all of their instructions and the suit I received was quite possibly the most ill fitting garment I have ever received. I went to their store in New York to seek a resolution and they remade the suit. They again failed to make corrections to the suit to allow it to not just fit my body shape, etc, but it just didn't fit, so they made another one. They mailed the pants to my home, but the jacket went to the store. When the pants they sent to my home didn't fit, I again reached out both to online customer service and to the manager at the New York store. It took over a month for me to even hear back from the team online. I asked to speak to a supervisor and they continuously denied my request. They also told me that they were going to reach out to the store to have the manager contact me, that also never happened. Yesterday, I reached out to the store as I wanted to speak with someone about my order, and was informed by the manager on duty that the jacket they apparently had for my order was disposed of. I was never contacted by phone or by email by anyone at the store prior to them making that decision. There is a clear failure of communication between the company, their online customer service, and the stores, both internally, and to their customers.Initial Complaint
12/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My wife bought me a suit for our wedding, at Indochino. After 1 hour of measurements, and after waiting a couple of weeks for the suit - we received it before we left on our road trip to elope. The suit was way too small, it wasn't even close to my size, and it also had errors in the threading on the front of the jacket in multiple places (different colour threads, white on a blue suit). We didn't have time to have it remade and so we bought a suit at *** *** (which was amazing!) and returned the suit to Indochino. They wouldn't take it back and they still haven't refunded our money (even though the suit was horribly made, and was made for someone else's size - not even close to my size on the arms, shoulders, and legs), so we are now disputing with our credit card company. Please just buy your suit elsewhere, this was a really terrible experience.Initial Complaint
07/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My friend and I were in a wedding on June 24, 23 and bought a suit for the wedding party went into the store to have it fitted and ordered by the employee there. Received the suit in the mail within reasonable amount of time. The day of the wedding we both realized we were given the wrong suits from the other groomsmen, needless to say the bride/groom were furious because this is the 1 job of the employee at the store to get it right for the groom. The two of us stuck out and it ruined the wedding pictures and was a very uncomfortable situation to be involved in.Initial Complaint
26/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I visited the location multiple times, for a suit And still havent got the job done. No solution was provided but to visit store maybe additional 2-3 times for the measurement, or I can just get a store credit and have the same experience again, or take it or leave it. (1) Ordered a suit with in store exact body measurement in person from them around April 2023, suit comes within 1 month. However suits came out to be too tight and small, arm hole shoulder too small missing pick stitch. (2)was told to bring it back for alter. (3)Two weeks later was told to back for pick up and try on for final look, but again issue still exist and offer to wait for another remake due to manufacture issue and not able for alter anymore. (4) receive the new remake suit in June 22, similar issue exist, went to the store again to speak with store manager and both agree that remake suit were too small again from the manufacture. (5)He offers to give it another (the 3 time)try to see if they can make it right. If not, I have the option to revisit another time for alternation or I get store credit. As consumer, I never have such terrible experience in a product where I have to spent my own time and money to traveling back and forth multiple times to accommodate them to do the right job and the only solution was hey we can do this all day or you take the store credit but chances are things gonna go back to stage 1 again..Initial Complaint
23/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased two suits and an overcoat on 11/23/2022 and paid $1,105.14. Indochino provides a "Fit Promise" on their website, summarized by the statement: "Our Promise: If your suit doesn't fit the way it should, let us know & we will make it right".My items were extraordinarily small when they arrived. Since the size changes needed were so extreme, alterations were not possible. I have worked with the company to remake the items two times, and seven months later the items are still unwearable. I have exchanged dozens of emails with their customer service representative and requested that my concerns get escalated to a supervisor on three separate occasions and no progress is being made. Please see the attached log of contacts between me and the company for a summary of our communications.While the company does not typically offer refunds, I am requesting a refund because of the extraordinary difficulty in achieving an acceptable resolution. Also, one of my garments was an overcoat that was intended to be worn last winter and is no longer needed.The customer service from this organization is appalling and they appear to have little interest in fulfilling their commitment to provide me with proper fitting garments. My order number was *********. My most recent service request number is ******, although this number seems to regenerate with each email request.Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased my now husbands “custom” suit mid-April and received it 5/1/23, 5 days before we left for our wedding, 12 days out from it. The suit was nothing like it was pictured on the site and while the description said it was 100% linen, my BA in apparel told me otherwise - it felt like cheap flannel sheets. The color was entirely misrepresented, the solid lovely navy on the site was an ugly blue & black weave with cheap shiny black buttons - not the tortoise one shown. We ordered the suit as shown for reference. It was a $500 suit that we had put off on purchasing since it was a large expense for us and we would have never gone for custom outside of the wedding. The suit was at minimum, 4 sizes too big - the pants would not stay on, they fell immediately- and they wanted us to go to a showroom. The nearest one is 2 hours away so there was no way we could do that in our time frame and there wasn’t time to order a new one. Being extremely familiar with garment construction, this suit was absolutely unsalvageable. It should also be noted that this was made & shipped from a Chinese factory which was not mentioned on the site. I have now been strung along for over a month while Ayo tells me he’s waiting for more information and finally says I cannot have a refund. This business is widely advertised on wedding sites, social media and podcasts and needs to be held accountable for the financial and emotional stress they are causing couples planning their weddings, it’s not right. They are telling me they will fix the suit - it is not fixable and we do not need it as we had to purchase another suit last minute that we didn’t even have time to get tailoredInitial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered (December 2022) and received (January 2023) a custom suit. Just a few month later the suit pants began pilling. I contacted Indochino, but they refused to replace the pants unless I pay $99 plus shipping. I expect a custom suit to last more than just a few months in good condition.
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Customer Complaints Summary
74 total complaints in the last 3 years.
14 complaints closed in the last 12 months.