Indochino Reviews 2,182

Dear Indochino Customer Service,
I am writing to formally express my disappointment with the service I received at your Mall of America location, particularly regarding an interaction with a staff member named Sawyer.
On May 10th, I placed an order for a pair of pants and was informed that they would arrive within approximately six weeks. To my surprise, I received a DHL delivery alert on May 28th, indicating the package would be delivered between 10:30 AM and 1:30 PM. The pants arrived as indicated, and while the style and quality were great, they were too tight around the thighs, which made them uncomfortable when I sat down
Since your website indicates that customers have a 14-day window for complimentary alterations, I visited the Mall of America location today ( June 6th) shortly after to request an adjustment. Upon arrival, I was assisted by a staff member named Sawyer, whose demeanor was noticeably unwelcoming. He did not greet me or offer any form of hospitality, and the interaction quickly became tense.
After explaining my situation, Mr. Sawyer informed me that I would need to pay $35 for the alteration because the 14-day window had allegedly passed. I explained that my pants were just delivered on May 28th and therefore, I was well within the stated window. I showed him the DHL delivery confirmation on my phone, which clearly stated May 28th as the delivery date. Nevertheless, he insisted that the system reflected a delivery date of May 20th and said he had to go by that.
Despite my attempts to provide proof and clarify the situation, Mr. Sawyer remained dismissive and unwilling to assist. His behavior made me feel disrespected and disregarded, and the interaction left me quite shaken. Ultimately, he called mall security, who reviewed my text messages and confirmed that the delivery date was indeed May 28th.
Unfortunately, I had to leave the store without resolution and subsequently contacted the mall police to document the encounter. I am deeply disappointed by how this situation was handled. It is troubling that a customer service representative would be so unwilling to listen, compromise, or escalate the matter constructively. This experience does not reflect the high standards I associate with the Indochino brand.
I made a long trip of almost 4 hours in good faith, expecting a professional and solution-oriented experience. Instead, I was met with hostility and inflexibility. I respectfully request that this matter be reviewed and that appropriate steps be taken to ensure no other customer has to go through a similar experience.

Wasn’t sure I was the right kind of clientele (female with non-expensive clothing). But as soon as I walked through those doors everyone was very welcoming! Originally went with my brother because he needed a suit but after going through the process with him I knew exactly what I wanted for myself. Never bought a suit before much less a completely fun custom one and I can’t wait for it to come in! We both had an appointment with Jessica Duncan who is amazing and put us completely at ease within seconds by just having fun along with us. Thanks so much for the experience, Jessica!

Some advice before going: take some time to think about what you like and know when/for what you’ll be wearing your suit for. There are so many options that it helps to be prepared cause you’ll have to make a several of decisions. You can change anything from pocket angles to button hole thread color to the monogram on the inside of the coat (song lyrics, special date, your name?).

Demone was courteous. He took his time while taken the measurements. Also, there is a nice selection of fabrics and patterns.

Super personal and respectful experience. I really appreciated the attention to detail and patience that was extended to me as I was very indecisive on patterns to the point I got a significant discount to take two! I also really appreciated the inclusive atmosphere.

Excellent service every time. Welcoming and comforting experience.

Received great service and a welcoming environment at my fitting, overall great experience and excited to see the final product!

Quick, easy and great staff — Manny made the experience painless.

Super patient, kind and detailed

Kenny was phenomenal! Thank you for the great experience and we will definitely come back for the next one!

Went to the Chinook Mall location and Carrie was the one that helped me with my measurements and personalization of my suit. Very helpful and explained everything very well. Super nice!

Great experience! Was very straight forward and easy. Was able to customize everything and pick what I wanted. Excited to receive the suit!

Great service . I would definite recommend coming here for a suit . They treat you well through the process

Johnatan is great! Helped with every question. Gave great recommendations and was super helpful the whole time. This is my second suit I get tailored with him and definitely returning for some blazers in a couple months!

Jonathan was very knowledgeable and very helpful

Great people

Dealing with Indochino is like pulling teeth. Terrible customer service and no ability to speak with a supervisor.

I am writing as I am missing part of my order. A simple set of pants and a shirt (Vastly overprice might I add, and wouldn't have purchased if not for the wedding I am to attend). However, order was placed and missing items have not been accounted for. Indochino has done nothing to find my order and will likely cause me to no longer be a part of the wedding. Extremely frustrated and would like a full refund. If I am lucky, they might answer the customer service line and tell me they are doing nothing. WAY TO GO Indochino, I would not recommend you to my worst enemy. Awful company and there is a reason they don't allow google reviews as they likely wouldn't be in business very long if they did, granted this sounds like a normal occurance. Bill the client, never send the items and claim they did.

Had an appointment at the Manhassett location for 5:00pm. Got there at 4:45pm. At 5:25 the sales rep who was alone mind you, finally came over to assist while still trying to help 2 other people. In one minute we were interrupted twice by the other shoppers. I just walked out. Who does business like this? Why make appointments? Maybe you should get workers or don’t overbook. What a waste of time. I’ll be getting my suits elsewhere.

Great experience Kelly was wonderful and Dre was very helpful

The people that work here are really well-trained experts. I love how they were all showing us the options on their own suits and suits on display. This is a wonderful place for an affordable custom suit. This was my second time coming, four of us have had suits made here.

Getting measured in store was an absolutely wonderful experience! Victoria's attention to detail was impeccable and her helpful guidance throughout the measurement and eventual purchase process was truly appreciated. I'm not a regular suit wearer but I still felt valued and understood. I'm now looking forward to receiving my custom suit!