Have had the worst experience with Indochino
My FH and I live 3 hours from the nearest city went suit shopping in May for our September wedding at the West ED… We went to a few off the rack places like Tip Top and Moors… An Indochino had just opened so we had him mesured there… When we got home we looked at photos and read reviews… Decided to order with Indochino since his body type is not typical and we would have to spend hundreds in alterations… We thought that we ordered early enough to deal with the possible production errors.
The first suit comes in and it is horrible, way too small, arms half way up his forarms… Not to mention the quality was crap… Phoned the 1-800 number and made an appointment for a suit fitting that weekend…Drive the 3 hours to the store when we arrive at the store and there is no record of the appointment but they will squeeze us in (thanks?)… We are told mesurments are incorrect… We point out they did the measurements, laugh it off was not completely unexpected based on reviews… They will remake suit… 1.5 hours there plus 3 hour drive home
Second suit comes in arms are the correct length but he can’t raise his arms… The only occasions he will be wearing it is weddings and funerals, hugging is manditory… Phone the store directly this time since customer service didn’t work so well last time… Made an appointment for that weekend drive the 6 hours round trip… Production issues blamed this time, laugh it off mistakes happen… Whatever, they will remake the suit jacket and alter the pants on site… So we leave the pants and drive home.
Third suit comes in Early in the week, he can now raise his arms about mid chest level but still feels as if he is going to Hulk out of it… We make an appoitment with the store yet again… Drive down yet again… He explains the issue and that we only have 25 days till we leave for our wedding at this point… They tell us there is nothing they can do and it should be fixable by alterations but they are booked solid so we will have to go somewhere else… I am beginning to get annoyed and point out we don’t live in the city and our small town doesn’t have a tailors… I then ask about the pants that they have had for over a month… They didn’t alter them because it is wedding season and they are swamped.
It was at this point I lost it and demanded our money back… They said fine but they want the suit back… As it is a weekend no upper management were available and that is all they were authorized to do… Absolutely unacceptable, he can’t wear off the rack, nor is there enough time to get a replacement… Not to mention the 20 hours of driving put into the damn thing… I will be calling the customer care line tomorrow but am not very hopeful
