SmallBizGenius Analysis
Indochino receives high praise for its in-store service and personalized suit customization, but some customers report issues with online orders and inconsistent quality. The brand's focus on made-to-measure clothing appeals to those seeking a tailored fit, though experiences can vary.
Category Breakdown
Scores based on analysis of 276 recent reviews
Customer Service
8.5/10Many reviewers highlight exceptional customer service experiences, particularly in-store. Customers frequently mention specific employees by name, praising their knowledge, patience, and helpfulness in guiding them through the measurement and customization process. For example, reviewers mention staff being "attentive" and "thorough."
45 reviews mention thisFit and Customization
7.0/10The ability to customize suits is a major draw, but the actual fit can be inconsistent. While many customers praise the tailored fit they achieve, others report issues with incorrect measurements or alterations needed after delivery. One reviewer noted, "if you measure correctly the suits and shirts fit like a glove, truly bespoke," while others had to seek adjustments.
35 reviews mention thisProduct Quality
6.5/10Reviews are mixed regarding the quality of Indochino suits. Some customers rave about the quality of the fabrics and construction, while others express disappointment with thin materials or visible flaws. One reviewer stated, "suits are all amazing quality with so much customization," but others found the quality lacking compared to expectations.
20 reviews mention thisIn-Store Experience
9.0/10The in-store experience is consistently praised, with reviewers highlighting the welcoming atmosphere and professional staff. Customers appreciate the personalized attention and guidance they receive during fittings and consultations. Reviewers found the staff to be "practiced, humorous, and quick" and "very welcoming."
30 reviews mention thisOnline Orders & Delivery
5.0/10Online ordering and delivery receive the most criticism, with issues ranging from incorrect colors to lengthy shipping times. Some customers report receiving items that do not match the online description or arrive late. One reviewer complained about a suit arriving in the wrong color, while another experienced delays and misdirected shipments.
15 reviews mention thisPros & Cons
What Customers Love
"Stephanie was incredible! First of all their suits are all amazing quality with so much customization."
"Was able to customize everything and pick what I wanted. Excited to receive the suit!"
"Danesh did a wonderful job helping me choose the fabric, taking measurments and most importantly I appreciated the time he took explaining every detail of the process."
"Such a great experience, Laurel was so nice & very patience with me. I was nervous going in cause I am non binary, but she made the experience effortless. Thank you again, Laurel!"
"Excellent shop, if you measure correctly the suits and shirts fit like a glove, truly bespoke."
Common Complaints
"The so-called custom suit looked like doll clothes. The pants too short, sleeves uneven, and collars lined with exposed felt material."
"Ordered a suit for my wedding, navy harrogate, cost was just under $1000, when the suit arrived it was an indigo blue. Nowhere near the color shown on their website."
"Dealing with Indochino is like pulling teeth. Terrible customer service and no ability to speak with a supervisor."
"The women's suiting is not the same quality as the men's. Myself and 2 female colleagues all went into the store to be sized at different times and we were all disappointed in our suits."
"Three weeks went by, as shipping is lengthy since the suit comes from China"
Common Questions About Indochino
Answers derived from customer review patterns
Is Indochino legit and trustworthy?
Indochino is generally considered a legitimate company, but experiences vary widely. Many customers praise the in-store service and the quality of their custom suits, while others report issues with online orders and inconsistent quality. The trustworthiness of Indochino seems to depend heavily on whether you opt for an in-person fitting or rely solely on online ordering. If you prioritize a tailored fit and are willing to invest time in potential alterations, Indochino can be a viable option.
Based on 40 reviewsDoes Indochino have good customer service?
Customer service at Indochino receives mixed reviews. In-store customer service is frequently praised for its attentiveness and expertise, with many reviewers highlighting specific employees who provided exceptional service. However, online customer service is often criticized for being unresponsive or unhelpful in resolving issues. The quality of customer service appears to be location-dependent, with in-store experiences generally being more positive than online interactions.
Based on 30 reviewsIs Indochino worth it for small business?
Whether Indochino is worth it for small business owners depends on their specific needs and priorities. If a small business owner requires custom-made suits for professional events or client meetings and values personalized service, Indochino's in-store experience can be beneficial. However, if consistency and hassle-free online ordering are paramount, the reported issues with quality and customer service may make it a less reliable option. Small business owners should carefully weigh the potential benefits against the risks before making a purchase.
Based on 25 reviewsWhat is Indochino's return policy like?
The reviews suggest Indochino's return policy can be challenging. Several reviewers mention difficulties in obtaining refunds or returns for online orders that did not meet their expectations. While some customers were able to resolve issues with the help of in-store staff, others encountered resistance from customer service when seeking refunds for poorly made or incorrectly sized suits. It's crucial to carefully review Indochino's return policy and be prepared for potential difficulties when seeking a refund or exchange.
Based on 10 reviewsIs the quality of women's suits the same as men's at Indochino?
Several reviewers indicate that the quality of women's suits at Indochino may not be on par with the men's suits. Some female customers reported disappointment with the fabric quality and fit of their suits, requiring alterations from other tailors to make them wearable. This suggests that women seeking custom suits may want to carefully consider their options and potentially explore alternatives that specialize in women's tailoring.
Based on 5 reviewsLooking for Something Different?
Compare Indochino against 522 similar lifestyle & perks options.
View Alternatives