Suitsupply Boston — Attraction in Boston

EDIT: SuitSupply did finally get back to me, and fortunately I was put in touch with a regional manager, David. He was patient and personable, and helped walk me through the best path forward for getting the issues fixed with the suit in time for the wedding. I did end up going down to Boston (6 days before the wedding), but he treated me like a VIP and expedited the alterations so that I was only waiting for ~2 hours. The alterations did make a difference and the suit is now in decent shape for the wedding. There are still a couple lingering issues, however, and David said that SuitSupply would provide a replacement for the jacket since those cannot be addressed by in-house tailors. Of course, I unfortunately won't get this in time for the wedding, but I do appreciate him doing his best to make the situation right and for expediting the process. He also helped me get set up with 2 shirts and gave them to me on the house.

A big thank you to David for responding quickly and professionally to what I needed. Once I get the well-fitting, new suit jacket, I will be happy to revise this review further to 5-stars.

ORIGINAL POST:

I've had a real roller-coaster ride with SuitSupply, and now 9 days before my wedding I'm realizing more and more that this has been pretty close to a full disaster.

For starters - it's very, very difficult to get in touch with the store. When you call, they rarely pick up. They're also not responsive over email, and this challenging communication has made the scenario I'm in all the more difficult.

I actually had a phenomenal experience with the original fitting back in mid-March. However, when I went in for the second fitting in early May, the suit did not fit well: the pants were about 1" tight in the waste, and the jacket + vest bulged in the chest for some reason. The person helping me, Sam, called the fit "gorgeous" multiple times and only acknowledged that the pants needed to be refit, though I did flag the issue with the jacket/vest. When I received the suit a couple of weeks later at the end of May, the pants were excellent, but the jacket/vest were unchanged. I called SuitSupply without success, and emailed them with photos.

I didn't hear back from that email for a full 13-days, despite following up a multiple times. I finally got a response from Abraham, saying that he saw where the issue was, and asked me to come in to the store. Unfortunately, I live a 5-hour round trip from the SuitSupply, and it's not easy for me to just drop by (especially when I am busy with both work and wedding planning). He suggested that I take it to my local tailor to fix the issues, and that they'd reimburse me with a gift card (seriously - reimburse me with store credit for me spending my own cash).

In either case, I took the suit to my local tailor and she was pretty shocked at the poor fit. She found that the sleeves were too short by about 1/2", and both the jacket and vest had serious issues with the fit. She said there was nothing she could do to fix the issue, and suggested I return the suit.

So here I am - a $1,300 suit in-hand that doesn't fit, 9 days before my wedding, and completely unsure what to do. I called customer service and they said the store's phone lines were down, but they'd try to have a manager call me within 48 hours.

I understand that these are busy times for custom clothing, but I cannot understand how this could have turned out so badly, and for such expense. In 9 days I have the most important day of my life, and I really regret trusting and choosing SuitSupply to make my suit for that day. I urge others to think twice about using...

Looking at the other reviews below, I think my experience captured both the good and bad. Basically everyone was very kind and helpful, but it took a long time and was logistically stressful.

More details:

I made an appointment and came on time. I had to wait about 20m, and I got free coffee in the meantime! I was a happy camper. The stylist I made an appointment with wasn’t available, but Alex Oates was there to help me. He was amazing! (Other reviews also mentioned him by name, whatever they’re paying him is not enough). Super helpful, knowledgeable and patient as I figured out what I wanted. Not pushy at all. I ended up very happy with the suit I picked out.

I told Alex I had a small wedding in a little over three weeks, he said that would be more than enough time. He told me it should be ready in a week, so he had me make an appointment with him in a week + 1 day.

I show up to next appointment and was paired with a different stylist, who had me wait for ~30-45 minutes (free coffee again, though!) before telling me the suit wasn’t ready and I should wait to get a text. More apologies and friendliness, the stylist said it should be ready later that day.

Then I wait another week and a half, and no notification. I’m nervous because wedding is soon, so I call customer support and they say that the suit is ready in the Boston store, I just wasn’t notified.

I had broken my foot so it took me another two days to get to the store—ultimately the day before the wedding. Customer service said I could just stop by the store anytime, but I wanted to let them know ahead of time so I tried to call the Boston store’s telephone number four times between 11am and 12:30pm, but no one picked up. So I just showed up around 1. (Spoiler: I think if they had picked up the phone it would’ve saved a lot of time).

The employees were very kind and apologetic, but said they couldn’t find the suit. I waited for about an hour and they told me they found it, and were doing the alterations right then.

A little over the hour mark, I asked about buying a shirt (I mentioned this when I came in, but assumed they’d forgotten). The stylist I asked said absolutely, and told me that a different stylist would help me find a shirt in 30 minutes. He talked to the manager to confirm. More coffee (good, but I really should’ve been at work).

An hour later (now at the 2 hour mark) I went and asked the manager again, who brought me my suit (the shirt never happened, I later went over by dorchester and bought one for $25 that I am very happy with, shout out to Porta Classica).

Basically everyone throughout the process was very very nice and helpful, but I am disappointed that it took 3 trips over three weeks and over 4 hours to get a suit (off-the-rack with some minor alterations...

Greetings,

I recently bought a Dark Grey Stripe Havana Suit from Suit Supply at Newbury Street in Boston, bearing order number 12014666.

The fit of the jacket was perfect, therefore, the alterations were absolutely minimal; however, the trouser required to be shortened and nothing else. I specifically instructed the sales representative, Christopher, to keep the cuff intact, as it was the look I was going for. The suit was bought for a wedding in Bangladesh, where all our cousins would be wearing a grey double breasted pinstripe suit with a cuff in the trouser. I barely had time, as I was travelling the next day.

I went to pick up my order the next day, but unfortunately, I realized that the cuff in the trouser was missing. I expressed my concerns to Sam, who was attending me to check the fitting of the suit. He could not do much because there was not enough fabric underneath. He conveniently and rudely tried to normalise the situation by saying that "Is this the only suit you own?" Without arguing with him, I requested him to call the manager of the store and in the meanwhile, I went to the fitting room to get changed.

The store manager, Lorry, offered to fix the trousers after the wedding event. My question is 'Will it resolve the issue?' The sole purpose to buy the suit was for the ceremony. She also asked me to select a tie from the entire range that they carried at the store. Again, a free tie would never find a solution, that was caused in the first place. Remember, it is a $500 suit approximately! I advised Lorry to train the sales executive rigorously; they must listen to their customers with attention and care. I went to the store three times in the past week or so, each time I felt that the service was rushed and the sales executives were in a hurry.

Lorry looked absent minded; she was desperate to escort me out of the store. She was not sorry and to make matters worse, she sarcastically, in front of everyone, with a loud voice bid me goodbye by saying 'Enjoy the wedding'! She knew that I was angry and quite upset about the whole situation by now. She was disrespectful, apathetic, and simply mannerless. I could have walked out with a free tie, but instead I chose to stand up because I do not want another customer/ client to suffer after me.

I have suits from Canali, Dolce & Gabbana, Zegna, Ralph Lauren and Hugo Boss; I have never experienced this kind of humiliation before. I will never ever set foot into a Suit Supply store from now onwards. How can someone go wrong in altering the hem of the trouser?

Please refer to the attached picture for your reference. I would be highly obliged if you look into this matter with patience and care, so that no one else has to face an embarrassing situation such as this...