Indochino

"This is a review of the Men’s department, specifically the suit fitting area. I went in to get fitted for Indochino suits, specifically for my wedding. I tried to be hopeful, but the whole process honestly felt doomed from the start. After 5 minutes I wanted to leave and I should’ve followed that guy feeling. In the end it was worse than I could’ve imagined. The salesperson greeted me, but never introduced himself. I still don’t know his name. He never asked for my name. He was a nice enough person and was taking his time to get my measurements right. Unfortunately, the Indochino website stores, but won’t show the measurements he took, so I can’t verify wether or not they’re accurate. The whole time it was quiet and awkward. It didn’t feel like he truly cared about what I really wanted or anything about me. The sales person that came in next to us was far more interested in his customer. About 5 minutes in he finally asked the occasion. 5 more minutes passed and he asked me for the occasion again… he did realize he asked it twice… the guy seemed uninterested. This time around he asked the wedding date and realized the turn around time wouldn’t meet my deadline. I did know the turn around time might be an issue before showing up and was hoping to get that nailed down. He said it might be back within 3 weeks, but the tailoring could be great or bad, and it could take 2 more weeks to make adjustment. Since he wasn’t asking me any questions up front, it took us 30 minutes into the fitting to realize this problem. At this point I tried to say goodby and head out. I should’ve forced the matter. This was when he finally started to talk, and said he would get me out the door with something great. We then went to look at what was in stock. He measured me for a shirt which we agreed would be white. He then started flipping through his iPad to try and help find something online as nothing in stock met my needs. He didn’t explain what he was doing or the plan, so the whole thing was a little awkward. We did find a suit I was interested in and we ordered it. It took about an hour and a half to get fitted and peruse the website. In retrospect, I feel like he was just trying to get something ordered to meet a quota or something; cause what happens next is inexcusable. The suit arrived about one week later. I quickly realized we never ordered the white shirt as there wasn’t one in the box. Based on this next part of my experience, I really recommend that everyone make sure the salesperson orders the correct size and check the size before you head home. The suit the salesperson ordered was a 48 regular. I recall him saying that was my size multiple times. I put a lot of faith in his hands, but wished I’d checked my other suit sizes before heading to the store as I wear a 38 long. I’ll now have that number committed to memory for all time lol. This was confirmed when I went to a different store today. At this point I have very little time to waste between now and our wedding. So, I returned the suit to pursue other options. The return was easy, but they didn’t ask why I was returning it. Nowhere along the way did I ever feel like anyone in the store cared about my experience. The other store I went to today completed the sizing and had me out the door with everything in under 30 minutes. I wish I could’ve gotten something a more unique like what Indochino, Hart Shaffner, and others offer, but the salesperson at Nordstrom wasn’t equipped to help me. I wasted at least 4-5 hours driving up to get fitted/order, coming back to get the suit, and then going back to return the suit. I’ll never get that time back lol. It seemed like there were other sales people who could’ve been more reliable, but I’d honestly hedge your bets and go elsewhere. If you want to see similar reviews go check the Towson Indochino reviews as they’re very similar to mine. I didn’t see the bad reviews until after I went. I’m my mind Nordstrom has a good reputation, so I didn’t check reviews before going, but I’m certainly going to be checking from here on out."

"Although the employees of the store are seemingly helpful, the company has non-existent customer service once order has been placed. You cannot simply speak to customer service over the phone, only options are e-mail or chat. The response from the team takes weeks with multiple follow ups. Their production facility is in China and fittings of suits are completely off. If you need adjustments, good luck tracking someone down. If you want a piece of mind and are ordering for a special event, I would reconsider. It's not worth the headache."

"The service is exceptionally poor. Do not shop here. I would give 0 stars if I could. I have 4 Indochino suits and perhaps 10 shirts but those were made/purchased prior to Nordstroms acquiring the brand. I GAVE UP and walked away from getting a new suit and shirt. I have NO confidence whatsoever that they can properly measure and produce a well-fitting suit and dress shirt. I lost money but the time/frustration just wasn’t worth it. The first suit came back and the jacket was off terribly- extra 4 inches in the chest and too long by an inch or two. The pants were supposed to be tapered but weren’t. The dress shirt was too large in the chest and too tight in the collar- didn’t even get the collar size correct. (The first measurements were done in Columbia). So they did a refitting in Towson. Waited again for everything to arrive and what shows up? A jacket that is still 4 inches too big in the chest and too long, NO trousers and NO dress shirt. So after 2 attempts (several months) at this I have a terribly ill-fitting jacket, no trousers and no shirt. I showed up to my second refitting and said I’d like a refund- I’m done. They said they couldn’t do that - it’s in the contract when you buy a suit- but they would have the manager call me. Well, the manager never called. What more can you say about a company that can’t deliver on a product and then has that level of service when they mess up? And on top of it, to a long-time customer (remember- 4 suits and 10 shirts). So I would highly recommend that you DO NOT SHOP AT INDOCHINO. Whatever worked before no longer does."

"This is a follow up to my suit that was ordered for my wedding. My reorder ending up arriving a week or so before the wedding. The shirt and vest were too tight. I wore the vest for the ceremony and immediately took it off after the ceremony. It ripped in less than an hour. 100% waste of money with poor customer service. This felt like a total con. I urge you to shop elsewhere."

"Spend your money elsewhere. Absolutely no one at this location cares about the customer experience. They will take your measurements but your suit order will come back as if no measurements were taken. My shirt arms and shoulders were too tight, my vest came back incorrect - too large and a print on the back that I didn’t ask for, pants were too tight. I initially place my order on 01/09 and received a tracking notification on 01/21. My shirt and vest were reordered on 02/09. I was told to go on the website to look for a tracking # - there was no tracking number as of 03/12 and now I’m being told the items may or may not arrive on time for my wedding. It seems like my reorder was never processed. *edit* I just received an email stating my reorder has been processed after making a call… What a way to drop the ball and then lie to your customers?!?"