Indochino Custom Apparel

None of the garments fit correctly. All of the measurements were off by quite a bit. The staff people who measured us clearly did not know what they were doing. Both he and I contacted customer service and were told we would be sent an email when we would be able to bring everything in for a refitting. Months went by and neither of us heard from them. I wrote to customer service a few weeks ago asking when we could come in for alterations and was told we missed the deadline. They would not fix our suits or shirts. I was told in a scripted reply that a message had been emailed to me about the stores reopening. I explained that I never received such a message but they insisted one was sent even though they could not tell me the date of the alleged message. They also had no answer as to why everything we purchased fit so poorly. We are now stuck having to pay for extensive alterations.

stomizations. We requested a three piece suit and my father was fitted for a jacket, vest, and pants. We received the jacket and pants but no vest. I contacted the store and was told the vest was never ordered. This is incredibly upsetting since it's highly unlikely the vest will arrive in time for my father's gala. Since I can't return the suit, I ordered the vest. When I asked about compensation for this inconvenience, I was told that a manager would call me back the following Monday. By Thursday I still had not received a. phone call so I called back. This is when I encountered a rude and dismissive store manager named Nicole. She made it abundantly clear that she did not care about us as customers and didn't care that we had been inconvenienced. Her attitude was nothing short of deplorable. Her lack of understanding, empathy, and inability to accept any responsibility for her employee's error was appalling. How could this person be "managing" an entire showroom with zero customer service skills? I'll never return to this store.

ptions in person. He had a wonderful experience and the staff was very helpful - helping him get set up using an online portal with his selections, so his groomsmen could place their orders as well. All the guys had an easy experience entering in their measurements and paying for their rentals, and the suits arrived in plenty of time before the wedding day, as advertised, so they could try on and exchange any pieces that did not fit. The suits were great quality, breathable during our summertime outdoor wedding, and of course a great buy to have for a lifetime. We are very pleased with our experience with Indochino!

be more than enough time for my June 15 wedding. The suit came about 6 weeks later (due to Chinese holidays--it's typically 3-4 weeks), which was expected, and I went in to have alterations done. They told me that it would take another 6 weeks to finish the alterations, which is a bit long but again, understandable because I get that they're not a dedicated tailoring shop. However, when they came back, the alterations were comically horrible (as in huge balloon pants at the top and super fitted at the ankles, and pretty huge shoulders). The Indochino representative I worked with in the store when I was picking my alterations up recognized how bad it was, but told me that it would be another 6 weeks to fix it...which would have been after my wedding. She told me that "it's wedding season, so things take a lot longer" which I understand, but not when I originally ordered in early February AND they were the ones who messed the alterations up. I was told I would need to take it to a 3rd party tailor down the street but that I would be reimbursed for the cost of fixing their alteration blunder. However, when I picked up my alterations from the 3rd party tailor (which were perfect, thank god--shoutout to Erol's Tailoring) and tried to process a reimbursement for tailoring, their system told me that my order is no longer eligible for a reimbursement because it's more than 15 days after I received my order. I'm now having to navigate their opaque customer service process to try to get my reimbursement for $74 worth of alterations I had to pay for because they got it so egregiously wrong the first time. I'm not going back and forth with their support team just to get this reimbursement I was told I would get. Again, Indochino's showroom tailor botched it, and now I'm having to deal with the hassle of fighting for a refund for their mistake. Not to mention, this is a MASSIVE headache on top of getting married and hosting hundreds of family members from out of town. So in summary, the quality of the suit and fitting experience were great, but I'd think twice about getting a suit here if you need it to fit well for an event any less than 5 or 6 months out. I'm sure this is not the experience of the majority of customers, but it seems a bit of a gamble to be in that minority nonetheless. Also, I get that comparatively their prices are good, but it seems a bit absurd to pay more than $700 for a tailored suit, then have to pay another $74 to get my tailored suit tailored again. I'm also pretty pissed at this point because as any married human is aware, wedding planning is stressful...and Indochino is needlessly adding to the stress. They could very easily just issue a refund, but thus far, they've made me jump through hoops. That said, I've tried to keep this review as objective as possible...which has been somewhat of a challenge haha.

or alterations would likely be needed. We went back for alterations, they claimed they could fix it no problem. We went back again when the alterations were “done” and WOW. The suit was dirty as if someone had been eating lunch while working on it for starters. Nothing was fixed, it was so bad that they were supposed to lengthen the sleeves and had only done 1 of them! They ordered an entirely new suit because it was now deemed unfixable. That came and it has many of the same issues as the first one but Indochino refuses to refund us our money!! As if they can be trusted to fix the suit after they altered one so poorly it became irreparable. Absolutely do not order a suit from here, especially for your wedding!! Thanks to them we are 6 weeks from our wedding, out $600, and looking for a new suit!

g to pay the price for nice custom-made suits. From our first appointment in the store for fittings, the experience was a nightmare. They were overbooked with not enough help. and as a result, the employees were less than friendly and rushing through everything. They forgot to add a custom shirt to my dad's order, and when we later brought this up at the same appointment, they made us place a separate order and pay shipping on the shirt because "the other order was already placed and it was too late". We were willing to let our initial experience go and give the company the benefit of the doubt, but when we received the groom's suit and the FIL's suite, the nightmare ensued. Neither suit fit close to properly -- it looked as if no measurements had been taken or used. When we brought the suits to the store, the employees seemed clueless on how to deal with alterations. We were told ~10 business days for pickup, and a week later my husband received an entirely new suit shipped from China, without ever being contacted from the store that his alterations would not be made on the suit he was first provided. No big deal, except the second suit FIT WORSE. 2 weeks later, after still not hearing back on the status of the FIL's suit, we called the store to check-in. The employees were rude and said the suit had not been started on because the tailor had a back-up to get through -- again, no proactive communication had taken place to make us aware of this. We were now edging closer and closer to the wedding date, and the groom still did not have a proper-fitting suit! We brought the suit into a different location for alterations once again, and the date we were provided for pickup WAS AFTER OUR WEDDING DATE! When we explained why this was not acceptable, we were treated as if this was our fault, and we were forced to call general customer service to get them involved. After waiting on hold, we were informed that "these things happen a lot" and that there is no plan in place to fix any of them. They did call both stores, but the situation could have been handled much better. We were able to pick up both suits the following week (2.5 months after our initial appointment). FIL's suit fit well, the groom's suit required yet ANOTHER round of alterations before it was ready to be worn for the wedding. We ended up picking up the final product with less than a week to our wedding, and the store refused to press or steam the suit even though they know our turnaround time to the wedding was mere days. Customer service never called back to check on the status of our suits or make any attempt to alleviate our concerns. These are expensive suits, and the process was an absolute nightmare that was not worth the product we ended up receiving. I would not recommend going with Indochino for your wedding -- choose a company that you can trust.

few years. It sounds like it could be intimidating, but the showroom at Indochino made it an easy process. They offer many choices of fabrics and liners, and I've gotten several compliments on both (especially the liner, you can really have some fun there). If you're on the fence, I would highly recommend visiting a showroom to see for yourself. I would absolutely use them again!

ly, helpful, and informative. The suits are fully customizable, which is a great touch for a wedding. All of the groomsmen's suits matched mine, however, they were able to pick their own inner lining, monogram on the inside of the jacket, as well as buttons and fabric under the lapel. We were also able to get a wedding discount because of the # of groomsmen (six). You could pick 20% off the suit or a free dress shirt. Between the discount and the free alterations, you get a custom-made suit built to your dimensions for the price of a suit you'd get from Men's Warehouse. I definitely recommend Indochino for all weddings!

x he would receive ahead of schedule in the mail. Even if you don't get a chance to go in to one of their boutiques to see what they have in person, you won't be let down. They even offer custom embroidered personalization inside the jacket with the wedding date.

t a suit made to wear to the rehearsal dinner as well - and probably won't be wearing off-the-rack again!

t pretty accurate. Everyone loved it especially me. The Jacket was a bit too small from shoulders but Indochino was in Chicago so we went to tailor and they are providing him a new jacket to fit him perfect to size. Buying a custom tailor suit from them is a must. I loved how my husband looked in it!