Indochino Custom Menswear

Absolutely awful! Walked around for ten minutes without anyone acknowledging us. The four associates just sat at their computer screens while we aimlessly looked at suits.
We were looking for a suit for our upcoming wedding & couldn’t get any help. Ended up going to Nordstrom to purchase. Will never step foot in that store again.

Well I’m literally writing from inside the store because I’ve been aimlessly drifting here without being acknowledged for 20 minutes. There were 8 or more associates, only a couple with other customers. Definitely an insulting waste of time.
Ultimately left without being spoken to.

My partner has bought several of their suits but lately they’ve been lagging in customer service and in sizing. Like other reviews you’ve read, if you need a suit on time, do NOT go to Indochino. He had to get his suit re-​sized twice (once the legs were too small and once the arms were too big), waiting weeks in between each sizing. This doesn’t make any sense because isn’t that what’s supposed to make Indochino stand out? Tailored suits based on your measurements? How do you mess up the one thing you’re marketing? Anyway, then they called him suggesting he go in to get his measurement done again (?). So we drive to Vancouver and the snooty lady in the front barely made any effort to help and informed us that you have to make an appointment (this wasn’t communicated to him when he was called). There were a couple of employees there not doing anything and we just drove 45 minutes for nothing. So he made an appointment, got it re-​sized AGAIN and when it came back it was still off so he just gave up. For the price and the customer service, don’t waste your time or money.

While the process of booking the appointment, coming into the store, and getting measured was easy, I felt pretty confident that my suits would be sent to me with minimal need for alteration.
That being said, when I received my suits, they we extremely large and bulky, and in my opinion, beyond alterations. There was not a single part of the suit that I felt was a good fit. In fact, looking at this suit, it didn’t even feel they took any of my measurements into consideration. Rather than getting alterations, I decided to get a full refund.
Now on the refund side, since I live in Vancouver, I was able to go to the showroom in Yaletown and drop my suit off. They basically took it, said thanks and left it at that with no explanation of how or when I would be receiving my refund. In fact, I probably wouldn’t have received a confirmation email unless I have asked. Also, if you pay on debit, they refund you via PayPal which takes about 3 – 5 days.
From my experience and from the experiences of other who I know purchased suits from there before, getting a suit from Indochino really is a hit or miss.

I have to start by saying that I know next door to nothing about men’s fashion (or fashion in general), so when someone recommended a place that does affordable custom suits, I was on-​board with the whole idea. «Leave it to the experts,» I thought, and you’ll look as good as you can look. There are tons of sales all the time, but beware that the price listed on their website is USD, not Canadian. Still relatively inexpensive for a custom suit after conversion, but people could be surprised when they see their bill.
First visit was great: measurements were taken, and I felt pretty comfortable. There’s loads of customizable things you can do, and the tailor took me through all of them, taking their time to explain certain differences to me. Definitely tried to up-​sell me when he could, and I bit a couple of times. The jacket arrived ahead of schedule, and fit me pretty well, so I didn’t ask for any alterations. They don’t open the pockets for you, which is annoying, and if you don’t remember to get it done when you pick up your jacket, you either have to do it at home (which requires getting a special tool if you don’t want to butcher your suit), or bring it back in.
I went again recently, this time for the whole shebang: suit jacket, pants, shirt, and tie. Because of the volume of things, it did take a bit longer to arrive than the first time, and I required some alterations to the pants, and shirt. The jacket wasn’t as form fitting this time around, resulting in a more «classic» look, and I didn’t mind, since it gives me some leeway in the weight department, but odd that the same measurements would result in a different looking jacket than the last time. I was told the alterations would take a week, and I’d be emailed. No email arrived after ten days, so I called in. The response I got, while delivered in a friendly manner, was that the suit was ready for pickup, and that they emailed me four days ago. I checked my email, spam folder, and trash, and no such email had arrived. When I was waiting to get my suit, I overheard another customer echo something similar about not having received an email, the response again being, «We emailed you.» This sounds like a recurring problem, so maybe they should look into that.
Their website works well, and you can track your suit order. There was a brief period where I could only check my jacket measurements, but after contacting customer service, I could see pants, and shirt as well. They have a good policy on alterations, in that you have a good length of time to receive free alterations even after you’ve taken the suit home (maybe you notice something you didn’t notice in the showroom). The suits don’t fit quite as nicely as they do on the models, or mannequins, but then again I don’t quite have the physique of either. I also think if I took the time to learn more about what to look for, I could get things tailored a bit more perfectly, but kind of hoped the staff would be able to steer me in the right direction a bit more.

I worked for a luxury menswear company 5 years ago when I was still in school and have been abusing my suit collection for the past few years so decided I wanted to try Indochino again. The last pieces I bought from them were from their pop up shop over 3 years ago. Back then I had ordered 2 suits and an extra pair of pants, I wasn’t thrilled with the grey suit I bought but kept the Navy and my houndstooth pants.
Came in at 2 for my appointment, the girl at front desk greeted me and offered coffee/​water and let me know it would be a few minutes. It was pretty busy looked like everyone was occupied but my sales associate came over within 5 minutes. They still had my old measurements on file but I requested to reset my measurements because I’m sure my body has changed since then (excessive pizza consumption to blame).
Dave took my body measurements basically told me which measurement he was taking step by step. He was very accommodating when I made requests to measure on the slim side because the suit I returned a few years back was just too wide from the thighs down. When that was done we walked through the showroom to pick out my customizations.
I ended up going with an essential suit. Overall this experience seemed more thorough than the travelling tailor I went to and they’re using a new pattern now apparently so I will update when my garments come in.

Stay Away.
I ordered two suits in July. They both didn’t fit correctly after a few attempts at alterations. They ordered both to be re-​made. One suit was re-​made and came back in the wrong colour with a mis-​matching jacket. It was re-​made again. It came back again in the wrong colour with a mis-​matching jacket. I had to wait a month between each re-​make.
The other suit that was re-​made had to be altered 4 – 5 times to get a fit, and eventually they gave up and said they would have to remake it again. I figured that was too risky because it would probably come back in the wrong colour!!!
Seriously, get your shite together Indochino, what a freaking disaster! Suits were of poor quality as well– buttons popped off after a single wear. The staff I dealt with for my approximately 15 (fifteen times I had to go there for nothing!) visits were pleasant, but I wasn’t paying money and spending hours of my time to make friends. I demanded a full refund and they obliged.
The shirts I had made had to be re-​done, and the remakes are pretty good, I like them. That being said, I was seeking two new suits in July, I paid over $ 1,000, and now in November I am back to square one. What a waste of time. Do yourself a favour and stay away!!!

TL;DR: I picked up a suit here for a wedding along with a friend — I would only recommend going to Indochino if you are on a constrained budget and are committed to having a custom suit.
Stage 1 — Getting Measured/​Picking Your Product
Pros:
— After booking an appointment to be measured, we found the service staff friendly, knowledgeable, and helpful
— Our sales assc made lots of banter and generally made a pretty awkward situation (if you haven’t spent a lot of time being measured before) comfortable, offered us water, etc.
Cons:
— Once we made it clear we had only needed to be measured properly and were going to wait for one of IC’s regular online-​sales, our associate seemed to lose a fair amount of interest and we felt like we were rushed through the rest of the process and ushered out the door.
Stage 2 — Ordering your suit
Pros:
— The website works well.
— Options were easily selected and customized.
Cons:
— The suits as they appear on models/​the ‘look’ IC is selling online and what you actually receive are vastly different, which brings us to …
Stage 3 — Receiving your suit from across the world
Pros:
— The box spelled out the alteration/​return policy very clearly. They’ve done this before!
Cons:
— The suit did not fit anywhere near what I had been lead to believe from the website/​store experience.
— It was generally baggy, relatively poorly made, and asymmetrical, despite measurements being taken in store
— I’m guessing this is the result of outsourcing the production of custom suits and ratcheting up the production volume to insane levels. There is too much of a disconnect between what you are doing instore/​online and what the factory decides to produce.
— It looked cheap and bad, and even though it was less money than its competitors, the value for the money was very poor.
Stage 4 — Fixing it
Pros:
— The sales associates in store were able to help get my suit to fit in a pretty acceptable manner after alterations, which to be fair, is part of the process when buying almost any custom suit.
— The suit now functions and I can wear it, although it’s never the first thing I’m going to reach for in my closet.
Cons:
— I had to wait 2 weeks to make an appointment to have my suit altered — it should be part of the sales process (suit arrives at store, you goto store, try suit on, alterations made, suit at home by Friday).
— I was told in store by the sales assc, that IC subscribes to a different ‘style’ of suit overall, meaning the slim fitting suit you think you are buying will NEVER come, despite what the cool looking mannequins tell you. The business model is just to hope you can’t be bothered to care enough.
— Even after fixing the fit, the lining is still baggy, the fit still asymmetrical, awkward, etc. There is only so much you can do when the foundation is poor.
Summary: If you can, spend the extra $$ elsewhere. If you are already buying a custom suit, why not go the extra mile and get a product you are truly happy with.
Kudos for the Vancouver storefront for making the best of it, I don’t pity you having to put on a brave face everytime someone comes raging into the store with a Frankenstein suit they ordered online from China demanding a fix or refund. If your team started selling suits made by a different manufacturer, I’d be back in an instant.

Visited this location last week hoping to purchase two new suits. I happened to be in Vancouver and wanted to be measured in a store rather than measuring on my own. My experience at the store was terrible. After spending 15 minutes in the store an associate finally acknowledged my presence and agreed that they would see me. Another 30 minutes of browsing and no one offered to help at all.
The idea of this retailer seems to be a good one but totally failing on execution likely isn’t helping the organization. I would not recommend anyone in Vancouver waste their time.