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Indochino Non-Responsive! Should I be worried?

post #1 of 14
10/4/12 at 5:56am
Thread Starter 

Hi,

 

Just wondering if anyone had the same experience as me and can offer some advice.

 

I ordered a suit from Indochino which needed a remake - sent the remake application on September 29th.  I received what seemed to be an automatic response moments later stating that my application was being reviewed and would be sent to a tailor.    The next day I sent them an email asking questions about my order - no response. I sent an email two days later to follow up - again no response.  My Indochino account does not display (nor acknowledge) my remake.  They say they respond to email within 24 hours but it's now been 5 days since I submitted my remake application, and 4 days since my email to them.

 

Tomorrow is the last day I will be eligible for a return.... I do want the suit and I WAS excited about the possibility of replacing many of my essentials with future Indochino orders....not sure what to do at this point.

 

Is my remake supposed to show up on my Indochino account with an estimated delivery time (just like the original orders do)?

 

Anyone have similar experiences that turned out alright?  Any advice? 

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post #2 of 14
10/8/12 at 6:43pm
I've had a similar experience. It took about three weeks of email exchanges to resolve a sizing issue. They finally agreed to remake the shirt. Other than that, I really like the shirt.
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post #3 of 14
10/8/12 at 8:48pm
Quote:
Originally Posted by JoeStyles View Post

Hi,

 

Just wondering if anyone had the same experience as me and can offer some advice.

 

I ordered a suit from Indochino which needed a remake - sent the remake application on September 29th.  I received what seemed to be an automatic response moments later stating that my application was being reviewed and would be sent to a tailor.    The next day I sent them an email asking questions about my order - no response. I sent an email two days later to follow up - again no response.  My Indochino account does not display (nor acknowledge) my remake.  They say they respond to email within 24 hours but it's now been 5 days since I submitted my remake application, and 4 days since my email to them.

 

Tomorrow is the last day I will be eligible for a return.... I do want the suit and I WAS excited about the possibility of replacing many of my essentials with future Indochino orders....not sure what to do at this point.

 

Is my remake supposed to show up on my Indochino account with an estimated delivery time (just like the original orders do)?

 

Anyone have similar experiences that turned out alright?  Any advice? 

If you can replace you "essentials" with Indochino gear, then you've got no business using the E-word.

 

I'm not sure why it's taking them so long. Then again, you placed your order over the weekend. All that you can do is wait. Meanwhile, post pictures of yourself in the original suit.

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post #4 of 14
10/8/12 at 8:49pm
Quote:
Originally Posted by bsdbytes View Post

I've had a similar experience. It took about three weeks of email exchanges to resolve a sizing issue. They finally agreed to remake the shirt. Other than that, I really like the shirt.

lol...It took three weeks to fix the sizing of a SHIRT? Really? I hope that the shirt turned out well.

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post #5 of 14
10/8/12 at 11:58pm

Ideally it would take the likes of Indochino and othe r online made to measure less than 3 weeks to process their resizing of your shirt since they have your measurements on file. I believe part of the delay boils down to really customer service issues of the company.

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post #6 of 14
10/9/12 at 5:45am
Quote:
Originally Posted by JoeStyles View Post

Hi,

Just wondering if anyone had the same experience as me and can offer some advice.

I ordered a suit from Indochino which needed a remake - sent the remake application on September 29th.  I received what seemed to be an automatic response moments later stating that my application was being reviewed and would be sent to a tailor.    The next day I sent them an email asking questions about my order - no response. I sent an email two days later to follow up - again no response.  My Indochino account does not display (nor acknowledge) my remake.  They say they respond to email within 24 hours but it's now been 5 days since I submitted my remake application, and 4 days since my email to them.

Probably nothing to worry about. Last week was Mid-Autumn Festival, a week long national holiday in China. More than likely they were all at home eating mooncakes. You should get a response this week, as they'll be back at work.
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post #7 of 14
10/9/12 at 6:23am
Thread Starter 

Update:

 

They finally got back to me last Friday night saying they were experiencing a high volume of emails.  They said I can expect the remake to be delivered by the end of next week.  

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post #8 of 14
10/9/12 at 1:25pm
Quote:
Originally Posted by JoeStyles View Post

Update:

 

They finally got back to me last Friday night saying they were experiencing a high volume of emails.  They said I can expect the remake to be delivered by the end of next week.  

 

How about those pic's of the "before" items? hmmmm...I wonder why they're getting so many emails...censored.gif

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post #9 of 14
10/9/12 at 9:26pm
If they been on holiday for a week, there's probably a huge backlog of emails to get through. Indochino is an online and email only business.
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post #10 of 14
10/10/12 at 8:17am
Thread Starter 

From what I understand they are based in Vancouver..only the actual production takes place in China.   I think they just got overwhelmed with emails....maybe they are getting more popular and having trouble keeping up with demand?  Who knows.

 

VinnyMac - Maybe I'll post the remake...the original is just ugly due to the extremely short jacket length....looks like a woman's suit jacket LOL

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post #11 of 14
10/13/12 at 5:50am

In another thread, someone mentioned a Chinese holiday from 1 to 7 October.  I submitted my remake request and was told October 30th.  I'm not thrilled as I think it should take less than 30 days (I submitted 09/30/12) and a little more upset knowing that someone else has a quicker ship date than I.  Then again, I'm having the shirt/coat/pants all remade.  A fun and interesting experience, but I'm not sure I'd do it again.

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post #12 of 14
10/13/12 at 8:47am
Quote:
Originally Posted by pack66 View Post

In another thread, someone mentioned a Chinese holiday from 1 to 7 October.  I submitted my remake request and was told October 30th.  I'm not thrilled as I think it should take less than 30 days (I submitted 09/30/12) and a little more upset knowing that someone else has a quicker ship date than I.  Then again, I'm having the shirt/coat/pants all remade.  A fun and interesting experience, but I'm not sure I'd do it again.

Yeh, it was a national holiday. More than likely their Shanghai office and factory or workshop would have been closed all week.
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post #13 of 14
10/25/12 at 7:53pm
Thread Starter 
Got my remake... Looks pretty good!
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post #14 of 14
10/25/12 at 9:11pm
Quote:
Originally Posted by JoeStyles View Post

Got my remake... Looks pretty good!

 

pics?

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