Indochino - Stay Away!

Discussion in 'Classic Menswear' started by llcooljayce, Mar 7, 2012.

  1. llcooljayce

    llcooljayce Well-Known Member

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    Hey guys,

    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:

    [​IMG]

    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

    Jayce
     


  2. ColdEyedPugilist

    ColdEyedPugilist Senior member

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    Your fears are well founded, behold:

    http://www.styleforum.net/t/52943/indochino-suits/2190

    My advice? Stay away from online MTM. Firstly:

    1) It takes more than just measurements on a paper to be a fitter (though we can try to measure ourselves; you and I are not fitters);

    2) Many of these so-called traveling tailors that represent these so-called online MTM companies are just sales assistants who have been given a modicum of training, and then sent out quick-smart to start bringing in the dollars; even the high-end ones like Zegna (I know this from personal experience); and

    3) Even if you get an experienced fitter to measure you up, there is still the issue of the offshore cutter translating the measurements on paper into something she or he can work with. What the former sees is not necessarily what the latter envisions; expecially if it's a tailor external to the company who has fit you:

    If you're not sure what you want, get the closest thing that fits your aesthetic and situation in RTW, and then tailor to suit.

    If you do know what you want, then find someone local (MTM or bespoke) if possible.
     
    Last edited: Mar 7, 2012


  3. ultramantaro

    ultramantaro Senior member

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    It seems that more people have had a better experience with TaT, but if you are pay $599 assuming CDN, that's more than what most ppl paid for an IC suit. I find it funny they advertise how cutting edge their factories are. I mean, making suits IS NOT rocket science. It's just yet another damn garment factory in CN [​IMG]

    But I am definitely not buying into the offshore (you know where they make em) tailor model since somewhere, somehow they will screw something up, unless you are literally measured by the person who will work on your clothes. Years ago many people have had their suits made in Shenzhen but I'm not sure if the process is the same now.
     


  4. Verniza

    Verniza Senior member

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    You should have done your due diligence before taking the plunge. But at least there was no financial loss right?
     


  5. Viral

    Viral Senior member

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    you get what you pay for...............or at least what you thought you'd pay for.

    I've never understood the hype over MTM.

    It's either OTR or bespoke.................there is (rarely) no middle ground.
     


  6. llcooljayce

    llcooljayce Well-Known Member

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    I did my due diligence but I was hoping to be wrong ... I know ... stupid mistake. As a Canadian, I really hoped that they would prove me wrong as they are a Canadian company but they confirmed that they lived up to all the negative reviews.

    No financial loss as of yet. They promised a refund via PayPal ... how screwed up is that? They wanted me to come back downtown to their 'store' to process the refund. I refused and now they want to pay me via PayPal.

    Everything about this experience has been horrible.
     


  7. ultramantaro

    ultramantaro Senior member

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    I'm assuming that means they will just transfer the funds directly to you while avoiding any credit card institution fees.

    I think for a couple hundred of bucks it's worth it to take the plunge, but otherwise buyer beware.

     


  8. CousinDonuts

    CousinDonuts Senior member

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    These companies seem to be having success. You get enough orders and throw some suits to athletes and suddenly there is a sustainable business. With billions of men in the world you have an almost limitless market size. It really is unfortunate that the results are hit-and-miss. E-commerce and easy delivery methods have opened the doors for all of these new MTM and online clothing companies. Eventually some will fold as their clients realize the work is shoddy. Hopefully the quality and delivery improves over time. Then again, so few frequent a site like Style Forum, and are happy to have something they see as a step above Jos Bank, that they'll keep buying and never realize the flaws, or don't care. At the end of the day, the best you can do is conduct some research and then try to make an informed decision. And cross your fingers that it works out.
     
    Last edited: Mar 8, 2012


  9. k4lnamja

    k4lnamja Senior member

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    EVERYONE knows Indochino's quality is sub-par at best. Think about it. How does a company offer MTM suiting for X dollars, which is 50+% less than a typical MTM/bespoke tailor? They cut corners, use "okay" fabrics and have instances like yours.

    I would never buy from Indochino, especially from the horror stories a few subs told me.
     


  10. Sanguis Mortuum

    Sanguis Mortuum Senior member

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    Judging by what I've read in the Indochino thread, even if you enter your exact measurements on the website their tailors will tend to change measurements on a whim, seemingly at random. I don't know how you could ever possibly hope to get anything that fits while this is the case. If they were always true to the measurements then you could at least gradually change them to improve the fit over a few iterations, but when they change them for no apparent reason even this is impossible.
     


  11. llcooljayce

    llcooljayce Well-Known Member

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    This was exactly my issue. When you get measured and you come back home to your Indochino dashboard, the measurements are all different that what you came away with. There is no rhyme nor reason to it and their customer service people do not even attempt to prepare you for the differences. How can a company just unilaterally change your sizes, especially if you went through the effort of going to get measured in the first place. The changes to your sizing should come from the person measuring you, not some pimply kid sitting behind a computer that 'thinks' you might look better with a looser or slimmer fit.

    It's just ridiculous.
     


  12. Cliff Huxtable

    Cliff Huxtable Member

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    I attended their travelling tailor event in Vancouver last year and ended up returning the suit and free shirt - I really wanted to like them, but neither the suit nor shirt fit properly, and the shirt sleeves were shorter than the jacket sleeves even though they were presumably working from a single measurement of my arms... They were really accommodating about the return, though, to their credit.
     


  13. addedfuel

    addedfuel Senior member

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    I've never tried indochino or do I intend to. My decision was solely based on their advertising in which every suit was ill-fitting. If they can't get it right for their models (with pinning and photoshop), how can u ever expect them to do it right for the customer. Suits is one of those things that can't be done online.
     


  14. llcooljayce

    llcooljayce Well-Known Member

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    Update 3/13/12

    It has been 1 full week since I asked for my refund and I have yet to receive anything from Indochino. No refund, no response to repeated emails ... no ability to call them because they don't have a phone number.

    I am beyond frustrated with this outfit. Stay the hell away from Indochino.
     


  15. viator

    viator Senior member

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    Just dispute the charge with your credit card company.
     


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