Indochino Custom Menswear

I had high hopes for a company Wall Street Journal (WSJ) rated as an up and coming place to get ‘Fitted’, let’s just say I’m very disappointed and would have called WSJ they were wrong! To start bought 2 suits in STORE where a rep assisted me choosing fabrics, when it arrived, 1^st suit was not even something I ordered, 2^nd suit is missing… there goes $ 850 and now a delay of 3 months get any thing… for a person who has to put on suits every morning, these guys just lost a repeat customer.
Let me also add I’m still waiting for a manager to call me back, it’s day 2 and still no customer service. Let’s just say I have higher hopes from McDonald’s to get my order right versus these guys! And yes the comparison to McDonald’s and Indochino was just made…

I don’t usually spend my time writing reviews, but i truly enjoyed my experience and thought the staff deserved a quick shoutout. The showroom manager, Lisa Paczewski was so nice, welcoming and knew her stuff.
Personally I wasn’t familiar with the «made to measure» suiting world, but I’ll tell you what I’ll never buy another none custom suit again. I made an appointment with a style guide who showed me what was new. At the end I had the perfect fabric and pattern combo. I was able to customize the suit just how I imagined it before I even went into the showroom. The amount of detail and customization that went into this suit is far beyond anything I’ve seen elsewhere. I thought I was Tom Brady at the podium for a second.
They promised my suit within a month and it actually came within 3 weeks. It fit pretty good but they thought they could do better. So 3 days after my second fitting my suit was perfect! The difference between me and Tom Brady is I make this look good. Thanks Indochino– I’ll definitely be sending my friends your way! Loved Lisa’s management style– good times, with good people and came out with a great new 3 piece suit.

If you need a suit by a particular date for a particular occasion, this should be your LAST OPTION!!! My son had his best man and ushers each go to their nearest Indochino (NY, Boston, Philadelphia) to get matching suits for his wedding. Our younger son (the best man) went to the one in Philly. While the initial measurements and ordering went okay, everything from then on was a string of errors and mishandlings. The suit was sent to the wrong address, and the shirt was not sent with the suit but rather was sent to the store. When my son went in to the store for his fitting, not having opened the box, he saw that there were large tears in the left sleeve. After explaining to the clerk the need for a quick repair or replacement as the wedding date was approaching, he was told that a new one would be ordered. After a couple weeks, he hadn’t heard from the store. He called to check on the status, and was told that it had come in several days earlier. My wife and I, now very skeptical, drove an hour from north central NJ to go with him to the store. When we arrived, we learned that the new jacket had never been ordered. AT THIS POINT, THE STORE CLERK HE HAD BEEN DEALING WITH ACCUSED OUR SON OF SAYING IN THE EARLIER VISIT THAT HE WOULD BE OKAY WITH WEARING THE TORN SUIT JACKET AS BEST MAN AT HIS BROTHER’S WEDDING! We were told that we could not possibly have a new jacket before the wedding because the factory was not accepting «rush orders», and nothing could be done by the in-​house tailor because the particular fabric was no longer available. They insisted that there was nothing they could do before the wedding. I told one of the store representatives that I didn’t care if they had to find another jacket in the same material and transplant a sleeve to my son’s jacket, it must get fixed. They followed up on that idea, and my son returned to the store a week later to get the repaired jacket. Mind you that, with very little street parking in that part of town, we paid over $ 100 in parking alone with all of our trips to the store to get the suit right. Of all of the issues, I think the most disturbing is the clerk trying to cover her errors by saying that my son had agreed to wear the torn suit.

As promised, here’s the update: So I was told the jacket would be back within the week, even though I expected it to take 2+ weeks again. Sadly, it was the latter. And to make matters worse, the original bubble is back. The Indochino representative that assisted didn’t seem to understand what the original issue was and was frankly surprised that the note from the tailor said «put back shoulder pad.» So, there may have been a lack of communication between the showroom and the tailor. In any case, with all the back and forth, I didn’t want to risk sending it back to the tailor or even having it remade though I’m sure they would have done so considering the rep clearly agreed there was still an issue. I opted to simply take the jacket and be done with it. I may take it to my own tailor to have it addressed. Having to wait 4 weeks for another jacket plus 2 – 3 weeks to have it fitted isn’t worth my time, effort, or money unfortunately.
I do appreciate that Chris B from Indochino did reach out though and do appreciate that Indochino doesn’t seem to have a problem with remakes. So in the end, if you have the time and patience, they will likely eventually get your suit right. For me, it was 1 for 2.

Awful, awful, awful, awful, awful.
My experience in a very brief synopsis:
Was fitted for a suit in early June. Was impressed with everything but the typography of the embroidery on the inside of the suit. Seemed a little lacking.
Was called in early July to schedule my second fitting with the suit. I will say that the suit fit horrendously, but that apparently they do this on purpose to allow for the tailors in the US to get a more exact fit. I was late for my fitting because I missed a train to get there, but was greeted with modest accommodation due to my tardiness. This was where the first problem occurred. The company misspelled my name in my jacket. I was told that they would remake the suit but since they were so backed up it could take six to eight weeks. Unimpressed to say the least. I asked what else could be done and I was told that they would give me $ 100 off my next suit purchase, which at the time I was planning on buying several more.
This is where the real problems started…
I was supposed to receive a call the following Wednesday to tell me if the suit would be available for pickup during the weekend since I could have gotten it that weekend as I was going to be in Philadelphia again. Never received a call. I called on Thursday and was told that the suit was there. I specifically said, «Do not mail the suit to the billing address».
When arriving on Sunday morning, there were no suits to be had because they mailed them to my billing address. Fine, what is the tracking number so I can try to redirect the shipment so that the suits are not stolen off the porch of my downtown townhouse? No tracking number could be found. I was told, «Sir, we shipped out over 100 suits on Friday.» When I asked when I could expect them, no answer because they didn’t know how the suits were shipped. What about my credit? It magically disappeared. I want a refund. We can’t give you a refund if we don’t have the garments back. But you don’t even know where they are! Well, when you receive them, bring them back to the store for a refund. But if they are stolen from the address that I specifically said not to mail to, how will I bring them back.
Thank goodness American Express was able to dispute the charge. Amex actually understands customer service.
Bottom line… Indochino is a cheap pathetic company with zero customer service and lack of basic business sense. No one ever took the small moment to say, «We screwed up. We don’t want to lose you as a customer so how can we do everything in our power to keep you?» You don’t have to give things away when people are unhappy. Just make them feel heard. When I called to tell the store that American Express was reversing the charge, someone in the store said, «That sounds like a better solution that us having to attempt to refund you». Finally… if these suits are custom made, it will be challenging to just sell them to someone else. They have my name embroidered in them (albeit incorrectly spelled) which made an interesting piece of information become very real. Apparently, if the tailoring on the suit when it is fitted for the second time is more than $ 70, then it is just cheaper for the company to make an brand new suit. So basically, you’re getting a suit worth $ 70. Glad I don’t have to wear this garbage and I hope that other discerning custom clothing enthusiasts take their business elsewhere.
FYI…the photos are all of the previous store location. The new location is on 17^th street and no one in the store knew when they were moving back into their other shop. The new shop has no AC in the second floor and is so small, you can barely turn around in it.

Great product and a fantastic team to work with.
I ended up going through indochino for myself and my groomsmen. All of my groomsmen were impressed with the quality of these suits. While the price might seem high, it’s incredibly reasonable for a well fitted quality suit. Allow yourself some time for the suits to come in but it’s worth it. Everyone on the team is fantastic — I highly recommend indochino to anyone!

Great experience and result. I’ve been waiting for Indochino’s Traveling Tailor to come back to Philadelphia since 2013. It turns out that they opened a showroom at 16^th and Chestnut.
First, I was expertly measured. My measurements were saved to my account so that I can easily purchase online anytime. Next, I chose a suit and a number of customizations (pick stitching, name on inside, custom lining color, functional buttons, etc). You can even choose the color that button holes are stitched. Then I bought 3 shirts with a variety of customizations… all at no additional cost. My order was supposed to take 5 weeks plus 1 week for tailoring. It took less than 3 weeks… so half of the time. The best part, neither my suit, nor my shirts needed any alterations. So I went home with my suits today.
I am tall and incredibly slender so it’s very difficult to find a shirt whose neck is small enough and whose sleeves are long enough. Enter Indochino’s made to measure shirts and I’ve got long enough sleeves and a perfect fit around the neck.
I couldn’t be more pleased and will be back for more.