Indochino — Local services in Chicago

TLDR - Perhaps the worst retail experience I've had. If you want to avoid a potential disaster prior to your own wedding or special event - stay FAR AWAY. Business model is to charge in full up front, deliver poor quality product months later, then stonewall any attempts to fix the issue other than requiring more shoddy work from their own tailor one a timeline exhausts your options.

I went to Indochino Lincoln Park early this year for a custom green suit for my wedding and was wowed by their large fabric selection. We were advised to order by early May for an August wedding since the suits were "Made to Measure" and could take awhile, so I got fitted right away.

In late June the suit arrived and it was HUGE. The fit was at least 2-3 larger than what I would have gotten off the rack elsewhere. Fabric looked nice, but rather than the "two-finger" waistband rule, I could fit in my entire fist. The jacket had no shape, hung loose everywhere and the collar on the dress shirt sagged. I tried to make an appt. right away as I was concerned I'd need it remade (an advertised perk).

I went to book a fitting & found it was booked out through end of year. Confused I called but could get no answer. After my 3rd or 4th attempt a few days later I was told that the reason no appts were available was due to the LP store closing (SHOCKER!) and I would have to go downtown. They didn't have openings until July 11th.

I took the suit in the 11th and the woman helping looked surprised by the fit. I was nervous, but trying to be positive said "well they told me better to be large since the tailor can't put more fabric in". Her response "yeah - but it should only be a little large". Still she assured me it didn't need a reship! She proceeded to mark everything up and told me it would be 2-3 weeks for tailoring. Nervous but without much choice, I left it.

We never heard back. No automated or personal emails/texts/calls about the suit. We finally showed up 4 weeks later (& 3 weeks before the wedding) to inquire, at which point they said "Oh! It's been ready for two weeks". Thanks.

I tried it on - still TERRIBLE. I had a hard time telling any alterations had been done at all. Still four fingers of space on the pants, the crotch looked like a plastic bag when I sat down there was so much fabric, and it poofed out at the waist standing. The associate challenged "well its linen so it doesn't fit as snugly as other fabrics" as if I had never worn linen before. That wasn't the problem. When the top button on the jacket was buttoned, the entire suit bowed out from my chest, literally sticking out ~2 inches in a v. I complained about this, to which the associate responded "well, how often do you wear a suit buttoned?" Dude it is for my freaking wedding and I paid $900 for it. Unbelievable. Still, he said given I was leaving for the wedding next week, he would have the tailor rush it and assured it could be ready with more alterations next day.

Fast forward 24hrs and I'm back. New associate comes up w/ my suit, partially opens the garment bag, says "Ooh, they pressed it for you, looks very nice" and hands for me to try on. I go to the dressing room, pull out the pants, & get poked by a pin. All are still in. It never went to the tailor. Now I am pissed. I tell him I cannot wear this to my wedding he agrees, takes some photos and says he can tailor it again, next day. I have no faith in this, but he says "no refunds, but I'll put you in touch w/ my manager Michael & he will call you asap when he's in to figure it out"

On Monday I call again, and shocker, suit is not ready! Also no word from Michael. I leave my number & am promised he will call. A week later I have left for my wedding, Michael has not called, and the store phone# has changed. There is no way to get in touch. Corporate has bots in front of all their contact points and are very difficult to get in touch with about a refund. Bless Bonobos and their off-the-rack quality that saved the day just one-week out. Please save yourself the trouble (& the $) by avoiding Indo...

I went back and forth with Indochino on my wedding tux since form NOv 2017 to May 2018.

Went to the Chicago showroom to get measured because I wanted to make sure it was 100% correct. Lady completely messes it up - inverted her sleeve measurements so they were lengthened instead of shortened and picked the wrong jacket cut (I've sense learned that they base their tailoring on one of a number of preset jacket cuts based on body type, basically modifying the cut of that jacket to fit your body. Tux arrived and fit like a trashbag through the torso while at the same time too small in the shoulders. It was like they used someone else's measurements (they didn't, I had them check).

Went back in to the showroom for an adjustment. Got berated by the associate for choosing functional buttonholes. To fix the long sleeves that they had to remake the jacket, and he acted like that was MY fault. He also pinned the jacket up and made some modifications to the fit around the chest/torso to make it fit better.

Second jacket arrives and fits like garbage too. Sleeves fine, but still way wonky through the chest/torso. I went into the showroom a third time to get the new jacket adjusted, they pin it up, and send it to their tailor.

Couple weeks later the jacket comes back from the tailor and I go in to try it on. Jacket fits exactly the same. Turns out their "professional" tailor just lost track of things and marked the jacket as done without actually making the alterations. No biggie - mistakes happen. They pin it up again, and send it to their "good" tailor to make sure it gets done right.

Jacket comes back form the tailor again after a week or so, and I go back in for a FIFTH time. Jacket still fits like garbage in the shoulders/torso and it's determined it can't be let out any further in the shoulders/chest where it needs to be. It's only then that they realize the lady who fitted me initially used the completely wrong "base" jacket for my body type, and that the fit issues really stem back to that. Back to the drawing board. They pin me up on the correct base jacket this time, and submit it for a rush remake.

I received my third jacket a week ago, and while it fits better in the torso and shoulders, it still needs some significant tweaks. I'm going in for alterations for the sixth, and hopefully final time tonight.

I don't have an odd body shape at all (5"10"/160lbs). Most off the rack 38R suits fit me just fine. I thought I'd go out on a limb and splurge on something somewhat custom for my wedding, and it's turned into a total waste of time. I'd be completely screwed if I didn't live near a showroom so they could fix their own mistakes. To their credit, they've done everything needed to make it right - its just been an absurd process. Alex, the assistant manager at the Chicago store, has been very helpful. I appreciate their efforts, but given the inconvenience as compared to buying off the rack and having my tailor make a few tweaks, I'm not sure I'll use indochino again. I wish I had photos of everything,...

I booked a final look for my suit at the Chicago branch on July 20, 2025. By the end of the visit, they told me it would take 2–3 weeks and asked when I needed it. I said I needed it before August 23, and they agreed there should be plenty of time.

On August 11, ie three weeks later, I called the Chicago branch. It turned out they hadn’t even started. The staff told me they would move it up in the queue and that by Tuesday it should be at the top. I reminded them that I was originally given an ETA of 2–3 weeks. They said that once it was being processed, it would be quick. I asked when I would know it was ready, and they said they would call me, as usual.

On August 14, I called the branch again to see if my suit had been worked on. Another staff member answered, and it seemed my August 11 call had had no effect. It was still in the queue. The staff member asked if I had previously mentioned a required date. I explained that I had mentioned August 23 on both July 20 and August 11. On July 20, I was told there was plenty of time; on August 11, I was told they would start working on it the following day. This time, the staff said they would move it forward and that I could expect the suit to be done by the end of the week. I confirmed that they meant August 17.

I am trying to be as fact-oriented as possible. I am marking one star here because (1) the handling felt a bit sloppy, and (2) I want to provide accurate expectations for those reading reviews.

I acknowledge it is not August 17 yet, but if they miss that date, I will be in a very difficult position, so I think it doesn’t hurt to raise concerns early.

That being said, I am visiting the Chicago branch on the 17th regardless, because I need my suit back whether it’s done or not. If it isn’t finished, I will still have five days to take it to a local tailor.

My overall impression is that the business model seems to incentivize prioritizing urgent orders. I can only guess that there are enough of these that my “2–3 week” order becomes a solid four-week one. I understand that this may simply be how the system works, but I hope other customers can take this into account before placing their orders.

Note added Aug 15: I called the branch in the afternoon and learned that my suit was almost ready. I dropped by before the showroom closed and picked it up. I appreciated that the issue was resolved after two follow-up calls.

I am revising my rating to 3 stars. This is not only because the problem was ultimately addressed, but also because I believe customers who purchase suits from this kind of establishment expect to leave the shop with happiness and confidence, not disappointment and frustration. Looking back, one should feel good about making this decision, rather...