Indochino Custom Menswear

I wish I checked Unilocal reviews before ordering my shirts. So month ago I ordered 5 shirts. Never received any kind of confirmation but they took my money out of my account in the same second I ordered. So I assumed it went through. Been month and never got any information or call or actual product emailed them yesterday and obviously they never got back to me. So today I called and after 20 minutes of waiting on hold they said my order is on hold because they had to double check my measurements. Like really? They could email or call me or double check those details and not wait for my freaking call for a month! This is ridiculous! Don’t even waste your valuable time.

I wish I had checked the Unilocal reviews before buying two suits. I’m now getting the Indochino runaround because they apparently lost my suit in the mail, yet refuse to replace it. It has been several months of very slooooow email responses saying «we’re still investigating.» I would have thought that a start-​up would be trying their best to impress customers with solid customer service, but these guys are just the opposite. Whoever invested venture capital in this company ought to be thinking more «Pets​.com» than Amazon.

I had never been to Indochino, but I persuaded a friend to give Indochino a shot because we were both in need of new suits. Based on the reviews of this location, I was hesitant to stop by to get measured and check out fabrics. In fact, I wasn’t really looking forward to the experience. However, Will greeted us instantly and checked us in for our appointment, offered us water and showed great customer service. Will was super friendly, helpful, and knowledgable throughout the process. I had previously purchased shirts online — which were just awaiting my measurements before processing the order. I saw shirts in the store that I didn’t see online and wanted to modify my order. Long story short, the changes were a bit of a hassle — my fault — but Seth, the store manager, was extremely gracious as he handled everything. Overall, my experience was great so I’m not really sure what everyone’s issue is regarding the service at this location. I’m looking forward to receiving my suit and would recommend this showroom to anyone hesitant about other reviews.

I don’t understand the negative reviews here.
I’ve been buying suits and shirts from here for a good six years. I’ve always loved Indochino, but having the brick and mortar store here makes it much easier. It’s great seeing the fabrics up close and being able to communicate specific preferences.
The products have been fantastic. They fit perfectly and the quality is fantastic, especially considering the price.
As for the store itself, it’s a great place. Easy to book an appointment and they’ll try to accommodate you if you just drop by. Seth, the store manager, is very friendly, as is everyone else in the store. They’re not the kind of salespeople you see at a big department store who will just steer you to the most expensive option and kick you out the store. They understand that customer satisfaction is key, which is why they do remakes and adjustments for no charge.
Look, if you’re in the market for a new suit or shirt, go here.

I ordered a suit in December (great sale); got measured at the store. 5 weeks later received the suit via FedEx but it was a loose fit and nothing like a MTM suit. Took an appointment and showroom manager Jonathen Diego did an amazing job. He was patient and worked to perfect the fit on me. One more visit and the suit looks great with all the details I’d picked.
Overall great experience. Note it takes about 2 months start to finish if alterations needed, and I would highly recommend getting measured and fitted at the store.

I had a GREAT experience here. I like the fact that you can schedule appointments online. That’s very helpful. I scheduled a fitting for my first suit ever. I was excited to go and Maddie, the store employee, far exceeded my expectations. She was extremely helpful, knew what she was doing, and provided an exceptional level of service.
When my suit was ready, I was notified by email and I scheduled another appointment to come in to try it on. There were some minor adjustments needed. This time another employee, Jesus, helped me and he was just as great. Very skilled individual, knowledgeable about his craft, and just as helpful as Maddie. The two of them made my experience better than I could have imagined.
Oh, and in the end my suit came out awesome!

Let me preface by saying I love Indochino and the 5 suits and 15ish shirts I have from them. However, this review is for this store.
Being that I only buy shirts from Indochino anymore and that a couple of years of startup life may have changed my measurements… it seemed to make sense to book an appointment, get my measurements done, and buy some more shirts. So I did. Or at least attempted.
Made my appointment, showed up a few min early, hung out until someone had time for me (only one other customer in the store and at least 4 people working on the floor). Finally when someone came over I told him why I was there — that I had just order 3 more shirts the day before and wanted to make sure the sizing was right. He told me since I just ordered them, it was too late to take measurements. I tried to assure him there is no way the shirts are made already so we can measure now and make changes if need be. He refused, saying it is too late. I gave in and said fine, lets just do the measurements now so we can see if they’ll need to be adjusted when they come in. He said no — I’d need to bring them in to see. I told him I happened to be wearing an Indochino shirt right now and it should be the exact same measurements, so lets just try with this one. «When did you buy it?» he asked, and I told him probably 6 months ago. He said it was too late to make any alterations so he couldn’t do that. At this point I realized logic wasn’t going to work with this guy so I asked for someone else. Someone else said the same thing. So finally I just asked, please measure me so the next time I order shirts online, the measurements will be right. Sorry, he says, you should come in for measurements when you are ready to buy again, and just order from the store.
At this point I assumed that these guys work on some sort of commission or something and this conversation wasn’t going anywhere so I left. WTF. I made a reservation, it said (and still says) nothing about when in the order process I need to visit the store, and they were obviously not busy at all but wouldn’t even honor my appointment or help me out despite spending thousands of dollars on their products. Such a disappointment. The clothes are nice, but the service doesn’t live up to prices. Time for new staff.

Amazing experience!
Seth, the store manager helped me through the suit customization process until final check out. When I received this suits, they needed some alterations. I was able to go back and work with Seth again. He helped me through the alteration process and even had the suits shipped from the store in San Francisco to my house in Mountain View via next day shipping once the alterations were complete. I bought two suits and 5 shirts from them; I will definitely buy again.
I only wish that I could attach a picture to show you how awesome I look in the new suits ;)

Wow! I’m a bit surprised by all the negative reviews. I’ve gone in a couple of times. First, I ordered just slacks and a shirt to ensure proper fit. I’m a runner and have a fairly slim body habitus so it is hard for me to get proper fitting pre-​made clothes. My pants and shirt fit and looked great. My wife loved them as well.
I then went back to order a couple of suits, again a nice experience with very friendly service. Now, I know that they have my fit right, I don’t even have to go in. I just shop online from home. I do strongly recommend getting your initial measurements in person. This will also give a better idea of how the suits look because they have several on display mannequins. Lastly, it is hard to judge fabrics online. Going in person will give a much better idea.

I went to a local tailor today and tried on the suit for him. I wanted him to show me where there could be alterations. He told me that it was a great fit. Trust me, I was so surprised and amazed because I was thinking that there would be at least some minor adjustment he might suggest but he didn’t!
So 5 stars for Indochino. Major props to the girl who took all my measurements at the store. She did an awesome job! I am thinking that if I were to have done the measurements, maybe I would have measured things incorrectly. I am glad I made an appointment to go to the showroom.
I have an important meeting on Tuesday and I will proudly wear my new suit!

They finally reached out in an effort to make things right by comping me a new suit, which I appreciate… kinda. I mean, I spent $ 750 on a suit that was so messed up my tailor told me «I did the best I could.» It is still literally unwearable. It’s the very least they could do.
But once again, they really just don’t seem to have their shit together. I told the customer service rep that I would be open to going back to the show room and getting re-​measured. The rep said the manager would contact me for an appointment on September 9. Sure enough, I never heard from anyone. I had to contact them again on September 24 to get the fitting scheduled.
Finally, I went in on September 29 (mind you this is roughly 18 months from the time I initially went in and they’re now just getting around to fixing the problem). I picked out what I wanted and got my measurements re-​taken, hoping they wouldn’t fuck it up colossally like last time.
On October 27, I went back to try it on. I guess a less colossal fuck up is progress? The jacket was too small and had the wrong lapels– they ended up having to completely remake it. The pants were way too small.
I had to go in again on November 13 and hey, the jacket fit! However, the pants were too short, the waist was way too small and the rise was too tight. COME ON. I enjoyed watching another guy get progressively more and more angry at how poor his fit was until he finally scheduled what I assumed to be yet another re-​fitting and stormed out yelling «GREAT, I’LL JUST COME BACK EVERY WEEK FOR THE REST OF MY LIFE UNTIL YOU GET IT RIGHT!». I feel you, fam.
Finally, I picked it up on December 3 and it fit. Hooray?
So to sum it up, it took a scathing Unilocal review, 2 months and 4 appointments to get a replacement suit that actually fit. The fact that parts of the suit were so wildly incorrect doesn’t exactly reassure me that they’ve gotten their act together.
Here’s what I’ll tell anyone looking to buy an Indochino suit: you’ll end up with a pretty good looking suit. However, if you need a suit by a certain time for say, a particular important life event (e.g. my wedding, thank you very much), you simply cannot count on Indochino.

The suit I got from Indochino is a piece of garbage. The shoulders don’t fit, the waist was baggy, and it felt like I was getting a wedgie. It’s like they measured a different person. The suits at Ross Dress for Less have no custom tailoring but still fit better.
Several others in our wedding party found their suits had fit issues as well. Huge waste of $ 600. Wear t-​shirts instead!

If off-​the-​rack clothing (particularly shirts) don’t fit you, Indochino *may* be the answer.
The positives:
— The staff working here are courteous, knowledgeable, and friendly.
— Good amount of choices
— Competitive pricing
That said, be prepared to wait and deal with a bad first draft of what you order. Wait times are longer than what they publicize on their site, and they don’t get it right the first time. But if you have the time and patience, this is a great option to have for clothing.
Now as to where to actually wear dress clothing in San Francisco…

As someone who is a Vancouver transplant to SF and whose BF actually went to school with the guys who started Indochino, I hate to write this review but the customer service at this location is absolutely atrocious. There were 5 sales associates in the store and 4 of them never moved from their computers and phones to help customers the entire time we were in the store (photo attached as proof). The other one was busy helping someone else so we had to continually walk back to the other four at the center console to ask questions. It was as though we were a bother. They were too busy showing each other their iPhones and having mini dance parties to actually look up and help anyone.
We actually love Indochino’s product (he has 2 suits and some dress shirts he purchased 4 years ago and still wears) but can’t recommend you shop here. Just buy direct from online or go somewhere else. Very disappointing.

I have had a great experience with Indochino, and I plan to keep shopping there. Although they focus on menswear, I went to them because I have a hard time finding good-​fitting professional clothes in either mens’ or womens’ wear. I am so happy they are willing to work with women. I went into the store to be fit because I knew that my measurements would not be typical. Jesus Romero did a great job measuring me and helping me choose styling options. He really listened to the way I like my clothes. The clothes fit perfectly, look great, and I get tons of compliments. They’re the best I’ve ever owned.
I also want to specifically mention the SF store manager, Seth. There were two minor problems with my recent order — the wrong fabric was used for one shirt, and then FedEx mis-​delivered a package. Seth handled both situations great. They refunded me the cost of the mix-​up shirt. I offered to return it, but they let me keep the shirt anyway. Then, even though the Fed Ex problem was not their fault at all, Seth arranged for Indochino to replace the missing clothes at no cost to me. That’s serious customer service.
The pricing is also surprisingly reasonable. For people who are standard sizes, you can probably find less expensive quality clothes off the rack. But for many of us, off the rack just doesn’t look good. It’s not that much more expensive than mid-​range retail (Banana republic, Macy’s, etc.) and the quality and fit is GREAT.

At first I was ecstatic about the opportunity to buy a custom fit suit for a discount price. I recently began graduate school, where looking sharp for interviews is a serious priority. However, it is not as easy as they describe to do the measurements. After going to a tailor to get measured, I sent them the order, hoping everything would work out. It was close, or so I thought, so I mildly adjusted the suit I received and threw it in the closet and went traveling for a few months. Fast forward to yesterday.
I wore the suit and the pants were tight in the thigh region (mind you i didnt gain or lose any weight). «That sucks, so I guess I will need to send them back to get replaced,» I though. However, when I contacted Indochino customer service, they told me that I had exceeded the time limit to return and had no options. So basically they were telling me I threw away $ 400. I tried to tell them that I also needed another suit, so if they could help me out I would order another suit as well, thus incentiving them with promised future revenue, but they said I was out of luck. The most frustrating thing, is that i dont want my money back, I just wanted pants that fit. and without fitting pants, the jacket is also useless!
What it seems Indochino is doing with their business model is placing the onus on the consumer. A normal tailored suit is done by a company with in-​house tailoring, so if things do not fit the company is at fault. But in my case my tailor made a mistake, but since it was an independent tailor of my choosing, and I didnt comply to their timeframe, I have a very expensive, useless rag that I am stuck with. What this should lead ANYONE to believe, is that the service you get at a Brooks Brothers or a Nordstroms will guarantee you have a suit that fits, while Indochino will hide behind arbitrary policies instead of try and make the customer happy.
The quality of the suit is pretty good, but the general customer service experience is horrible. I would have been an advocate for the company, recommending them to my numerous suit needing friends. But now, I am stuck with pants that don’t fit. I cant recommend them to anyone unless them make this right.

Custom tailored suit. Has a great ring to it. But trust me. Indochino’s business model has little to do with custom-​crafting the perfect made-​to-​measure suit. It’s all about cost reduction by eliminating the need for inventory and extra staffing.
Despite taking just about every measurement imaginable, our «custom» suits arrived fitting about as well as something off the discount rack at K-​Mart. Then a three week wait for a second fitting appointment to fix them. The woman making adjustments to mine was very nice but clearly had no idea how a suit is supposed to fit. It was so bad that I asked another clerk to redo all the alteration measurements.
Another two weeks and our suits came back from alterations. Mine was not amazing but acceptable. My fiancé’s is horrible. Now just a few days before the wedding we’re scrambling to find a better tailor to fix his.
From start to finish it took over two months to end up with mediocre suits that were around $ 600 each. Next time I’ll spend the extra $ 300 and get an impeccable suit and impeccable service at Nordstrom.

1. I was told my suit would arrive by a certain time, it didn’t. This was unfortunate since it was for a wedding.
2. When I showed the store staff an email that showed an exact date of arrival by with no caveats or fine print, they said that was a rough estimate. Where it does not say that anywhere on the email.
3. The suit arrived the day before I needed it when I was out of town, so the amazing store manager overnighted it to me. However the suit was ridiculously oversized in the jacket. I mean, completely off.
4. Another tailor said I should just return the suit, since they cut the suit so badly. When I tried to return it instead of a no questions policy, they just kept insisting they fixed it. Since manager was so polite I let them try. I had to get the suit fitted a second time since the first fitting did not fix everything.
This whole experience took about a month after a month of waiting for my suit. They didn’t even notify me that it was finally complete
5. I had to rent a suit for the wedding. Customer service after hearing my story did not pay for the suit rental, they gave me the cost of the rental ($ 89) to spend at their store. Seriously? After all this you expect me to want to spend money again. what a joke.
Overall, their store manager was amazing. He tried his best to fix a broken situation due to lack of proper expectation setting. If I had known it would take 2 months to get a suit I would have said no. I haven’t even worn the suit yet, at this point I just want my money back and to not have to deal with the store again.
A waste of time, money and effort.

TL;DR: It may be a bit harsh to give Indochino a one star rating, because their staff was generally very nice and accommodating. However, as a consumer, I’m only concerned with the finished product, and the suit I received was a disaster. I think this fact warrants a one-​star review.
Background:
I got fitted for and purchased a three piece «premium» suit for about $ 600. After waiting 25 or so days for my suit to arrive, I took it home expecting it to fit well, with perhaps a tiny tweak or two. After all, this was the whole reason I didn’t just buy an off-​the-​rack suit and make a few small alterations in the first place. I was dead wrong. The suit was ENORMOUS. My girlfriend couldn’t stop laughing at how ridiculous it looked considering the trouble I went through to get a «custom» suit, and I was blown away. I made a follow up appointment with the San Francisco location, but I had to wait 3 weeks for the next available alteration date. I went in, got some serious work done, and had to wait another 2 weeks for my suit. By this point, I’d lost major confidence in them, but still hoped that v2 of this suit looked good. They assured me a 2^nd fix almost always did the trick.
Nope. Not even close. The pants were much better, the vest was still a bit big and awkward looking, but the jacket was still enormous. I went back in for a 3^rd fitting. 3 weeks out + 2 weeks to get the alterations done.
Still terrible. They told me that the next available appointment was almost a month out, and advised I go to a tailor and have them reimburse me for the cost of alterations. Again, nice, accommodating staff, no issues with them.
So I did that. When I walked into my tailor’s shop and put the jacket on, my tailor was shocked that this was a «custom» job. I explained that it wasn’t a bespoke suit, but a «made-​to-​measure» suit. Still, she was shocked. She told me it was beyond repair because the jacket was too short and there wasnt enough material to fix the bottom. Also, the sleeves were too short, and the way they made the jacket look, she’d have to tighten up the front because they over-​repaired the back. But she couldn’t do that because the pockets got in the way. She advised I try to get a refund, there wasn’t much she could do.
I called Indochino’s support line and they were, again, accommodating. They told me that if I brought the suit back into the store, they’d return it and reimburse me in full. I’m doing that next week, so I’ll update this post if I have any issues.
Again, one star may be harsh, but I hope it prevents at least one person from going through this rigmarole. If you’re going to spend 5 – 700 dollars on a suit, wait for a sale and get a nice off-​the-​rack suit and make a few alterations. Indochino still hasn’t figured out how to do online made-​to-​measure.

I needed a suit for my wedding and had no luck finding anything that fitted me in the department stores. Then I heard about Indochino through some friends on Facebook and found out they were coming to the Bay for a limited time. I went online and saw that for a custom suit, the prices were pretty good. I was a bit skeptical since they did not have a physical location in the Bay and everything was made in China.
I decided to take a chance and invited my groomsmen with me to get fitted. Walking into the store, there were sheets of fabric all through the store for you to see exactly what they use to make the suits. They had samples of the suits on mannequins and pictures of different types of options they offered for each suit. I was a little overwhelmed and amazed at how much you can customize a suit. The lapel, the vents, how many buttons, jacket lining, pockets, pleats, monogram etc. For the shirts you could customize the collar, monogram, cuff style… there were so many options.
I decided on the Essential Gray Suit, 3 piece. Because I was in a party with 3+ they even gave us a free custom shirt valued at $ 80 and 2 free accessories.
The suit arrived less than 30 days later and I was very impressed. For $ 500 I definitely got my moneys worth. Not only did the suit fit like a glove, the material feels and looks great. My only complaint is the person measuring my waist got it a bit off, but they give you up to $ 75 for alternation fees.
This was back in 2012 and now they have a permanent store on Post St. I’ve only been into the store once but it looks like they’ve added a few additional options to the suits and renamed some of the colors.
I would very much so go back to get another suit and would highly recommend any groom who is looking for suits for his wedding party to give this place a shot. Now that there is a physical location, they can actually take care of the alternations for you versus having you go out and get it done yourself and get reimbursed.