IndoChino
reviews and complaints

I placed an order for a blazer on 4/02/2023 based on the information Indochino displayed on their site, which shows a blazer jacket and a pair of pants. ( see images via the HTTP below). The site did not mention that the blazer did not include pants. After the customization of the jacket, there was no further webpage display for a pair of paint customization, which made me suspect that a pair of pants was not included in the order. I researched more on the website and found that the second HTTP which shows the same pictures of the blazer titled “suit” included both a pair of pants and the suit’s customizations. I contacted Indochino immediately via the customer experience link and requested for the order to be changed. Note that contact was made within the period the order was still under the preproduction stage. Per Indochino’s website, changes could be made to orders at the stage of preproduction. Changes could not be made at a production change at which a tailor reviews an order and a client measurement. Note my order was placed on Sunday which is not a business working day. However, the status of the order was moved to production the same Sunday despite my request for changes. It is not clear how a tailor immediately reviewed the order on Sunday which is not a working day and moved it to production, yet the request for changes to my order was ignored.

I followed up with Indochino with a call on Monday morning 4/3/2023 and a customer service representative informed me that they could do nothing about the order as it was already in production.

Indochino’s aggressive business practice with total disregard for customers left me with nothing but to file a formal complaint against the company.

Navy Blazer: https://www.indochino.com/product/harrogate-navy-blazer

Navy Suit: https://www.indochino.com/product/harrogate-navy-suit

I purchased a suit from Indochino on July 4th, 2021 & went a couple days later to the Nordstrom's in Menlo Park Mall, New Jersey to be measured. I received the first suit a couple weeks later which did not fit at all & was very poorly made. I contacted Indochino & sent them pictures of me in the suit & they had another suit made based on the pictures which again didn't fit & very poorly made. I reached out to Indochino again & after a couple of weeks of them ignoring me I got a response & went to their showroom in Short Hills Mall, New Jersey. I was once again measured with the pants being fixed at the showroom & the jacket needing to be completely remade. I didn't feel at all confident that I would receive a proper fitting suit so I tried discussing the issue with Indochino to try to just get a refund. After dealing with a very rude customer service agent I gave up on dealing with them & filed a dispute with my credit card company & notified Indochino of the dispute & they stated with the dispute my account would be placed on hold & nothing would be done till the credit card dispute was finalized. A couple weeks later I received another box with the Jacket which once again didn't fit & was poorly made. I questioned why I received the jacket after they stated my account was on hold but when I received the letter from my credit card company saying the dispute was denied the shipment information for the jacket was used in their evidence. They also used other misleading information as their evidence including a transcript of a chat they had internally regarding my order that was completely false. With the dispute being denied my credit card company charged my card again for the suit on November 23rd since they had credited my account when I opened the dispute. I reached out to Indochino & was given an excuse that it takes 30 days for their systems to process the dispute they won so I waited. After 30 days I contacted them again & they said that the process could take up to 120 days or 4 months for them to process which never in my life have I ever heard of such a thing. So now it's January 19th, 2022 & I have no suit or the $399.90 that they charged me for it.

In late November 2018 I went to the Indochino store in the Rideau Centre in Ottawa because I have seen an advertisement for a sale which seemed too good to be true. Indeed, when I arrived my consultant advised that there were no sales on at that time. I returned in mid-December because of another "sale". When I enquired of my consultant why I was only getting a few dollars off, he advised that it was Indochino's policy to advertise what their suits might go for elsewhere and often do not mean an actual sale at Indochino. Indochino simply says that the normal price is roughly double what they actually charge. This is blatant misrepresentation. Nonetheless, I was prepared to give Indochino the benefit of the doubt and ordered a suit. After receiving it I took it in for alterations. My consultant was 1/2 an hour behind schedule so I saw someone else. It is really necessary to spend at least 90 minutes with one customer when one hour is the normal scheduled time? I doubt it, but if so, their appointment policy should be changed. Finally, I was advised the the simple alteration would take 8 weeks! I had the option of taking it to a tailor, having it done there and getting reimbursed by Indochino. But that is quite an inconvenience to the customer. I would be grateful for any advice you can give. Thanks very much.

The shoulders are uneven so one side has a large divot and the other does not.
The body of the suit is too big and roomy.
Both arms are way too short.
The pants are to tight to sit down in.
I have sent 8 emails but no response.

This is my review of thier product:
Lots of people on the web love to say the phrase "Fit is King", well I'm here to tell you that fit doesn't mean spit to me, and that's why I purchased my made to measure suit from Indochino. I am so pleased that nothing fits correctly and as an added bonus; Indochino is completely ignoring my many requests asking for help. No returns, No exchanges and No refunds, how sweet is that!
Here is another popular phrase that people should remember; "Let the Buyer Beware".

Awful experience! Ordered a 3-piece black suit online to go to a wedding (total cost $580). I took my measurements following the website indications and received pants that were 3x times larger than my size, while the vest was 1x smaller than my size (could barely breath with the buttons fastened). Jacket was ok, but the shape was terrible: I have an athletic build and the jacket made me look awful cause had to be taken in on the sides. After I called customer service I was told I need a remake: I pointed out that it was unlikely I would receive it in time for the wedding and they told me they do not reimburse purchases. Additionally, they told me that if the suit was for a wedding I should have ordered it 3 months in advance: an online M2M company that needs 3 months to get a suit right?
Fabric quality is poor, but did not expect much given the price.
Please stay away from this company. Their system is awful, the end products in even worse and they don't care about customer satisfaction.

I wasted a lot of money here and I regret I did not read the reviews! I purchased one suit and two ### from this website www.indochino.com. Quality was nice, but unfortunately I received wrong size items. Everything I received was two sizes smaller, very tiny and did not fit. I contacted customer service and provided some photos but they refused to refund or replace! They were very rude and said that was not their problem! Avoid this terrible site!

Hi everybody!

I am pretty sure this will not end up published, since Indochino seems to have online reviews pretty under control. Unbelievable you cannot find a single review of this company that is not made by a "professional".

So here is my experience:

I travelled for over 2 hours to the traveling tailor in Miami to make sure it got fitted perfectly, since this was supposed to the tuxedo I was going to wear in MY wedding and I didn't trust myself doing the measurements. I have to admit the traveling tailor experience was not bad at all. People were very nice and had great service. Even a manager got me re-measured since it was for such an important event.

The problems started when I received my order around 4 weeks later. When I first tried the tuxedo on, I was totally disappointed. That tuxedo was not custom made or fitted for me. Not even close. I could fit 2 of me inside it. They could not even get the sleeve length right!
The suits they sell are NOT custom made and are NOT tailored.. Also, I contacted customer service and they basically did not care, did not offer any kind of compensation, just ME paying for the return shipping.

Hope this review helps you make your decision.