Indochino Avis 2 181

Absolutely the worst product and services I have ever received. They promised a suit for a wedding I was attending IN TWO MONTHS. I received the suit from China a few weeks later, but it did not fit and had to be remade. During that time, the local Indochino store CLOSED DOWN within Nordstroms. So, I spoke to corporate Indochino and they directed me to another store. That store attempted to fix the remade version of the suit and it was still absolutely horrible looking and fitting. They told me to wear the jacket, so it will cover up the mistakes with the pants. They questioned why I need room to move around while wearing the suit... I explained that I have to walk up some stairs and I need to be DANCING AT THE WEDDING I am going to. They told me the steam iron was broken at their store, but never an attempt to have it fixed or replaced. I ended up having to buy another suit from another company so that I would have something to wear for the wedding. Oh, and get this... The manager at the store wore mismatched clothing, that needed to be ironed, and she spent all of my final visit outdoors talking on her phone. I was in touch with the corporate office about my issues, and they said that someone from the second local store would call me in 1-2 days. It has been 1-2 weeks and no one called. I wrote back to them that I need someone from corporate to call me, and no one ever did. In fact, they stopped communicating with me all together.

I purchased a velvet dinner jacket for a gala mid June ‘25. I customized it online. I was instructed to visit my local Nordstrom to have them measure me as they have an INDOCHINO section. Over an hour of measuring and in 2 months I received a beautifully made to order velvet dinner jacket that wasn’t close to fitting me. In fact, it was so oversized the tailor at Nordstrom/Indochino could not fix the bad fit. And my only recourse was to send it back for a full refund. They could not construct a new one in time for the gala. Now I’m stuck with nothing to wear. I will not use INDOCHINO again.

Took 4 appointments to finally have my issues addressed regarding my wedding suit and we're still not sure the replacement suit is going to be covered under their policy. The whole experience has been a nightmare.

Sean was the best you could ask for.

Jared was awesome! He took great detail to get every measurement right, walk us through every detail and option and explained things incredibly well. We left so exited for our new suits!

Make no mistake, this is not made to order or custom fitting. Like many other credible reviewers on this site and other sites and the BBB, the pants and shirts I got were extremly poorly made: loose threads, pants too short, waist at least two sizes to small, seat too tight, and pockets flared. The other pair of pants was not event the same size. The shirts were too tight, arms too short, legnth too short.

Clothes are made and shipped directly to you from a chinese workshop, with indochina taking full amount upfront and making you sign (without giving you a copy) a sales contract stating "no refunds". They know the product you will get will be shoddily made and unwearable. I hope a class-action lawsuit takes place as I, like many others have been scammed.

Jake and the team at the UTC location were so knowledgeable and helpful when it came to fitting and designing my suit. Made the entire process so easy and gave me tons of great design tips and recommendations, can’t wait to wear my suit!

This is my third suit I have purchased from them. The staff is always professional and very friendly. They are very knowledgeable about style and helping you with your style.
I will come back again. I wish I could give ten stars.

Ordered a suit for my wedding, navy harrogate, cost was just under $1000, when the suit arrived it was an indigo blue. Nowhere near the color shown on their website. Zero return, zero being held accountable for poor workmanship and misleading advertisement. A month before my wedding I had to buy another suit. Twice the quality and the color is actually navy. Cost me $350..most regrettable purchase I've made in recent memory. Would avoid Indochino at all costs.

Brian who conducted my experience was amazing. He was helpful on selections, thorough and experienced with the fitting, and made the experience fun.

Amazing customer service. So supportive and thorough. Did not feel rushed at all! 10/10

Horrible experience, not recommended. The one hour appointment to select the fabric was divided in phases, the first 20 minutes phase starts with the selection of fabric at 21 minutes I was forced into phase 2, the last phase was measurements, the service mostly depends on the experience and kindness of the customer service representative, the tailoring schedule was out of sync with my needs, many restrictions and many rules to follow, we had to call several times and fight for a sooner appointment than the 6 weeks after we received the suit, most of my visits to the store started with looking for a staff representative for assistance. I paid twice the market value to get pushed around, I am disgusted.

I’m writing to express my deep disappointment and frustration with my recent experience as a first-time customer of Indochino. I was referred to your brand by a trusted friend who spoke highly of your custom tailoring, which made this experience even more disheartening.

To be blunt, the suit I received was not only far from acceptable—it was completely unwearable. The pants were so short that they looked like they were tailored for a child. This was not a minor sizing issue—it was a glaring and incomprehensible blunder. Additionally, the shirt collar was so tight that it was physically uncomfortable, almost suffocating. I could not even wear it properly for more than a few seconds.

I went to the store to report this, hoping for a professional and urgent resolution. Instead, I was met with an attitude that seemed disturbingly casual, as if such errors were commonplace. The manager reviewed my measurements in the system and apparently identified the source of the issue, yet he chose not to share the details with me. This lack of transparency felt evasive and unprofessional.

Rather than acknowledging the gravity of the error, he attempted to downplay it, suggesting I simply try another pair of pants and reassuring me that they would be re-stitched “immediately.” I was shocked to then learn that “immediately” meant waiting at least two more weeks, as the pants would be re-stitched in China, not locally in Toronto. That clarification felt like a punchline to an already exhausting experience.

As for the shirt, I was told that an adjustment could be done locally, but even that came with unacceptable compromises—such as a collar made even tighter and a visibly odd raised fold between buttons that I was told would “go away.” I was honestly speechless. Outwardly, I smiled; inwardly, I was devastated. I had invested over $1,000 in this suit. To say the final product looks like a $100 off-the-rack suit is generous—my wife was appalled by the overall quality and fit.

Not only did Indochino ruin my suit, but it also left me scrambling and embarrassed ahead of an important event I had planned for weeks. The event was spoiled, and I now feel I wasted both my time and money trusting your brand.

I am demanding a full explanation and a resolution that reflects the seriousness of this experience. At the very least, I expect a complete remake of the suit with expedited service—or, preferably, a full refund.

I hope this message prompts the level of response and accountability that your reputation claims to uphold. I look forward to hearing from someone senior at your company as soon as possible.

Great experience. Danesh did a wonderful job helping me choose the fabric, taking measurments and most importantly I appreciated the time he took explaining every detail of the process.
My only suggestion: Indochino store in Yorkdale is a very busy and having only one person looking after customers those with an appointment and those without like me is a miss opportunity to grow business. While Danesh was taking care of me, I've witnessed many new clients leaving the store after having to wait for too long.

Great staff! Extremely kind and helpful

Tanner was great. Very accommodating and make the experience fun and easy.

I got my husband a Prince of Whales suit for his birthday. He looks super handsome wearing it, like a model. The fit is perfect and for the quality the price wasn't too bad. It was worth the wait.

Friendly and efficient staff.

Dear Indochino Customer Service,
I am writing to formally express my disappointment with the service I received at your Mall of America location, particularly regarding an interaction with a staff member named Sawyer.
On May 10th, I placed an order for a pair of pants and was informed that they would arrive within approximately six weeks. To my surprise, I received a DHL delivery alert on May 28th, indicating the package would be delivered between 10:30 AM and 1:30 PM. The pants arrived as indicated, and while the style and quality were great, they were too tight around the thighs, which made them uncomfortable when I sat down
Since your website indicates that customers have a 14-day window for complimentary alterations, I visited the Mall of America location today ( June 6th) shortly after to request an adjustment. Upon arrival, I was assisted by a staff member named Sawyer, whose demeanor was noticeably unwelcoming. He did not greet me or offer any form of hospitality, and the interaction quickly became tense.
After explaining my situation, Mr. Sawyer informed me that I would need to pay $35 for the alteration because the 14-day window had allegedly passed. I explained that my pants were just delivered on May 28th and therefore, I was well within the stated window. I showed him the DHL delivery confirmation on my phone, which clearly stated May 28th as the delivery date. Nevertheless, he insisted that the system reflected a delivery date of May 20th and said he had to go by that.
Despite my attempts to provide proof and clarify the situation, Mr. Sawyer remained dismissive and unwilling to assist. His behavior made me feel disrespected and disregarded, and the interaction left me quite shaken. Ultimately, he called mall security, who reviewed my text messages and confirmed that the delivery date was indeed May 28th.
Unfortunately, I had to leave the store without resolution and subsequently contacted the mall police to document the encounter. I am deeply disappointed by how this situation was handled. It is troubling that a customer service representative would be so unwilling to listen, compromise, or escalate the matter constructively. This experience does not reflect the high standards I associate with the Indochino brand.
I made a long trip of almost 4 hours in good faith, expecting a professional and solution-oriented experience. Instead, I was met with hostility and inflexibility. I respectfully request that this matter be reviewed and that appropriate steps be taken to ensure no other customer has to go through a similar experience.