I realize that this is my first post but I can assure you, I am no troll. I just wanted to share my experience with Indochino with you so that you don't make the same mistake as me.
Let me start about 2 weeks ago. A friend of mine found out that Indochino was doing a 'pop up event' in Calgary where you can feel the fabrics, see the suits and get a sense for the quality rather than buy online based purely on trust. They advertised a free shirt if you purchased a suit. Being a thrifty guy, I thought this was a good opportunity to test them out and get a free shirt at the same time.
Fast forward to yesterday. I go with my buddy to the event and get swept up in the hoopla. The fabrics seem nice, the cuts seem good and there seems to be a lot of buzz with lots of people buying. I have a 'tailor' measure me up and as he writes down the measurements, I make a quasi mental note about them. I put 'tailor' in quotations because the guy was about 23 and was asking how to take the measurements from the 'style expert'. I decide on a Vincero Dark Gray Herringbone suite ($599) and get the Lavender Essential Wrinkle Free Shirt. Upon cashing out, the 'style expert' tells me to go home and make sure my measurements are correct.
When I get home, the measurements are WAY off. My neck is 15.75 and they have me at a 16.5. My shirt size is much larger than my suit jacket and upon measuring my thighs, I see that even with some play in the fabric, they are about 4 inches too large.
From there I contact 'customer service'. Again, I use quotes because they don't provide any. The only way to get a hold of them is via email, which is fine, if they answered in any sort of normal period of time. I tell them about the discrepancy and at this point, I am a bit perturbed because I now have no confidence in their measurements. They come back with a canned response asking to detail my issues.
Meantime, in parallel with these emails, I post on their Facebook Fan Page about my issues:
Here is the proof:
Alternative link if the image isn't hosted any longer: http://min.us/mhXscnklP
Here's where I get infuriated. Rather than address my concerns over the 'different measuring method', they erase my comments and block me from posting on their fan page.
I immediately cancelled my order. I am completely disappointed with this company. What really pisses me off is that they say that if I don't like the suit I can have the suit remade. I don't think they get that people don't have 2 months to chase down an company that has no customer service to get a suit that from all accounts is inferior to the other offerings out there.
TLDR: Indochino ignores customer's concerns. Rather than make any real effort, they block him from their Facebook page and pretend that there was never any issue.
Now ... can anyone suggest a better MTM suit and/or shirt maker? Thanks