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
27/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Received a "custom" suit that did not fit me Left the suit with the person in the store to order replacement that would fit me. Never received replacement, no response to 8 inquires over 23 daysBusiness response
27/09/2021
I can see that the showroom was in contact with the customer on September 26, 2021. Please continue to work with our showroom team as they will be able to provide the best assistance.Customer response
27/09/2021
Complaint: ********
I am rejecting this response because: I went 23 days without a response and only received a response after submitting a BBB inquiry. On 9/26 I was told that I would receive a call back on 9/27 with a final ETA on the item but did not receive this call. Furthermore, I was told it is Indochino's policy to re-make an item when it is too small like my pants are but they are not remaking the item, they are adding fabric which I am skeptical will work / look as good it should.
Sincerely,
**** ******Business response
29/09/2021
See that customer has been in touch with San Francisco showroom team who has passed the case along to the appropriate individuals to assist. Customer Experience in HQ have also flagged this case with those individuals and asked that they connect with both the ********* location who have the garments and the customer. Customer can expect contact within the next 1-2 business days.Initial Complaint
17/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We ordered a custom made suit from the company. They told us it would be high quality and custom fit. When it arrived, not only does it not fit at all, but it is extremely cheaply made. We paid $600 for a suit that we could have bought off a rack at a warehouse. When we called the customer service number, we got a message saying their phone lines are down and to chat with someone online. Online we were told the company would not give us a refund, per their policy, but would adjust the suit. It is a terribly made suit *** ***** *** **** ******* ********** ******* The fact that I can't even talk to a human being about the issue is ridiculous. I would like a refund *** *** ****** ** **** **** ******* ** ******** *******Business response
17/09/2021
Customer has been in touch with Customer Experience dept and has been provided assistance.Customer response
17/09/2021
Complaint: ********
I am rejecting this response because I am not satisfied with the assistance I received. The suit is of terrible quality and I wouldlike a refund. They simply told me they would take a look at the sizing and see what they could do to make it fit better. This is unacceptable as it should fit perfectly since it’s custom made and it should be much better quality for the price. I don’t want an attempt at a better fit for a clearly too small suit made of cheap material. I want my $600 back so I can purchase a quality suit elsewhere.
Sincerely,
******* ********Business response
21/09/2021
Due to our garments being Made-to-Measure, we do not offer refunds and have a Fit Promise instead. Please work with your established INDOCHINO rep to receive the assistance needed to perfect the fit of the purchased garments per the Terms and Conditions agreed to at the time of purchase.Initial Complaint
09/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I bought a suit at the KOP location in mid-July, and indicated I needed it for an event on 9/5. The suit came back early August but the jacket was too small despite being pre-measured. A new jacket was ordered, but didn’t arrive until after 9/5. I ended up paying $400 for a suit for an event and didn’t even have it in time. I did my part and ordered it well in time, however Indochino failed to deliver in time.Business response
13/09/2021
Customer has contacted INDOCHINO for assistance and the appropriate team has been notified to provide assistance. The customer can work with that team to resolve their issue.Customer response
13/09/2021
Complaint: ********
I am rejecting this response because:They are trying to solve the issue but it’s too late. The event happened before I got the jacket in time. They clearly aren’t reading the complaint and brushing the issue off. I emailed about this problem to their customer service weeks ago and no reply, now that I am complaining to the BBB they finally responded to my email from weeks ago. At this point the only appropriate resolution would be my money back but the way they are handling this I doubt that will happen. Never dealing with Indochino again and I will make sure to tell others of my poor experience.
Sincerely,
****** ****Business response
14/09/2021
Customer feedback has been passed along to showroom leadership. a member of their team will be contacting the customer within 1 - 2 business days.Customer response
16/09/2021
Complaint: ********
I am rejecting this response because:They claim someone will contact me from the store, but no one has. I've seen this message before, no accountability from this company.
Sincerely,
****** ****Business response
21/09/2021
Please continue to work with our showroom team. They were in contact on Thursday, September 16, 2021.Customer response
21/09/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
24/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The suit didn’t fit at all and the pocket square I ordered never showed up. They promise to give you $75 toward alteration reimbursements, but that’s a lie. Their website for alteration reimbursements doesn’t work, they never respond to your emails, and their employees can’t help you when you call. It’s a ghost company that sells you suits from China that don’t fit with a promise to pay to fix them, then disappears.Business response
25/08/2021
Customer has reached out to local Showroom for assistance. Please continue to work with them to resolve the issue.Customer response
25/08/2021
Complaint: ********
I am rejecting this response because, while I did reach out to the local business, they have not responded. Indochino continues to pass me around to several other people who do not reply. I have asked multiple times about my missing garment and no party has responded with an answer. I have submitted receipts of the alterations that we're due reimbursements for, and have received no responses. The business has done nothing to resolve the issue; they have only worked to prolong providing me what I've ordered and providing me reimbursements that I'm owed. Asking me to talk to someone else is not a resolution to my complaint.
Sincerely,
**** *******Business response
25/08/2021
Please continue to work with our showroom team as they are owning your case. We can see that they have been in communication with you today.Initial Complaint
03/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My fiance purchased a customized suit from Indochino.com on June 28, 2021. It was received on July 26, 2021. ORDER #*********. The jacket was 4" too long in the torso. The rep I contacted through the online chat stated that our measurements were correct, and that it was a company error. He offered 2 choices: to cover alteration fees or to remake the jacket. Neither of these options work for us. The jacket is unalterable; there is no way to alter the length of the torso without adjusting placement of pockets, lapel, and buttons. There is not enough time to remake the jacket, as this would take 4 weeks and our wedding is in 2 weeks. Since Indochino does not expedite their manufacturing, this was not an option. Since this is a company error, and we are left with no options but to buy another suit elsewhere, I requested a refund, but was told this was not possible. When I tried calling, I received a message that their phones are down. I tried another chat, but it was unavailable.Business response
04/08/2021
Customer has been in contact with Customer Experience department and provided with the options available to resolve the issues taking place. Customer has refused INDOCHINO's assistance.
If customer would like to receive help, they can contact Customer Experience to move forward with one of the options already discussed.
Customer response
04/08/2021
Complaint: ********
I am rejecting this response because:As stated in my previous chats with customer service reps, the options given to me were not acceptable. The item is unalterable, and because of the company's mistake, there is not enough time to remake the jacket. I have requested to speak with a manager, I have called the headquarters, and no one has responded to me. I expect to be given a refund.
Sincerely,
***** ****Business response
05/08/2021
Due to our garments being Made-to-Measure, we do not offer refunds. That is why we recommend customers place their orders 8-10 weeks ahead of an event date. This order did not follow the recommended timeframes to ensure a successful fit journey could be completed.
We are happy to assist with the fit issues through our available resources (alterations or a remake dependent on the fit issues taking place), but we will not be refunding this order to the original method of payment.
Please continue to work with the Customer Experience department to receive the assistance you require.
Customer response
05/08/2021
Complaint: ********
I am rejecting this response because:We allowed 8 weeks, which is plenty of time for normal alterations. This was a company error, and is unalterable. We will not pay for a company mistake.
Sincerely,
***** ****Initial Complaint
26/07/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered a Red two piece suit from Indochino on June 27th, 2021. My order number is *********. The day I received the suit I tried it on and was immediately appalled at the terrible quality and the false advertising. The red received was a completely different shade of red vs the website. The pants were also MASSIVE, I could've fit two legs in just one of them since they were so large and baggy. The picture on the website of them make them look slim fit and not like this at all. The sleeves on the jacket were too short, and the pants even had a stain on them which I have a picture of. Not happy at all with my purchase and it's false advertising by the company. I emailed them immediately (same day I purchased the pants) and I haven't gotten a response back. I want to send these back to them and get a refund. This is in no way worth the $380 I paid for them.Business response
27/07/2021
The Customer Experience Team is experiencing higher than normal inbound volume which has prevented us from responding as quickly as normal to our customers.
We have received the customers emails and an agent will reach out to him within 1-2 business days.
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Customer Complaints Summary
76 total complaints in the last 3 years.
15 complaints closed in the last 12 months.