Indochino — Local services in Orange

Edit as of 6/4/24: Changed my 2-star review to a 5-star.

William, the showroom manager, called me the day before we were supposed to leave for our wedding. He was able get me in the showroom and personally assist with making sure the suit fit to my liking. He was able to make sure that my alterations were completed that same day, and was very helpful.

Needless to say, William saved the day and completely turned around my previous bad experience. He was very empathetic with the situation and made sure I was happy with the end result. Thank you so much for making sure I was taken care of, you earned a lifelong customer.

Original review: I'm pretty disappointed in the service that I received for my wedding suit. Long story short, I needed to make alterations to my suit for my wedding day, which took way longer than what I was told, and when I received the suit back it's like they didn't even touch it at all, it fit the exact same from when I initially tried it on. It is now too late to get any more alterations done since I leave for my destination wedding in 2 days.

For the long story: I made an appointment and had my measurements taken on April 4th, 2024 for the suit and dress shirt I will be wearing on my wedding day, June 12th, 2024. That process seemed to go smoothly, and the tailor that took my measurements seemed knowledgeable and was helpful every step of the way. He told me that my suit would arrive in 3-4 weeks, which should give plenty of time for any adjustments that need to be made before my wedding.

I received my suit on April 22, delivered directly to my house. I tried it on, and it didn't seem to fit quite right. It was pretty loose and baggy, almost everywhere. I scheduled an appointment for May 1st to get the suit adjusted, which was with the same tailor who initially took my measurements. Here's a summary of what I wanted adjusted:

Make the suit jacket a little tighter around the middle/chest area. Make the vest more form-fitting and remove the gaps around my shoulders and chest. Taper the pants so that they are more form-fitting to my legs, they were quite baggy/loose.

I was told that this would take at most 1-2 weeks since they do their suit alterations in-house and do not need to ship it out anywhere.

Almost 4 weeks go by, and I didn't hear anything, nor receive my suit. I tried calling the store about 3-4 times, and it went right to voicemail. I left a message asking for an update on my suit, since I was leaving for Florida to get married in less than 2 weeks now.

I finally get a call back, and was told that my suit would be ready in the next few days. A few days later, I get a text message saying my suit was ready.

I went to go pickup my suit on 6/1, and tried it on at home. It fit the exact same as before, prior to the "alterations" they supposedly did. The jacket is still loose around the chest, the vest still has large gaps at the shoulders and chest, and the pants are baggy.

I'm just very disappointed since I have to leave for my wedding in 2 days now, and my suit looks like I got it off the rack at a department store. I paid a lot of money for a custom-made "form-fitting" suit, that is not very flattering to wear for my wedding. There is not enough time left now to get any more alterations done by Indochino with their "perfect fit guarantee", and I now have to find a local tailor in Florida who can hopefully squeeze me in at the last minute to quickly make the adjustments that I will...

Update- the store manager reached out to me first thing this morning and is attempting to make the necessary corrections to my suit.... more update to come as the process moves along.

Initial review - I cannot explain enough how stressful this suit purchasing process has been at Indochino at Pinecrest. My initial fitting was April 20,2024. Fast forward 4 months later and I am still without a suit. Fitting number 1 went well, or at least I thought. The fitting process seemed thorough. Delivery of suit number 1 and I find that numerous alterations need to be made. Both pants and suit jacket are too big and baggy and cannot be worn. I proceed to schedule a "last look". Now we are at June 12, 2024 and the store decides that the entire suit needs remade because so many areas need corrected. Delivery of suit number 2 and both pieces need alterations, again. This time for different reasons than the first suit. So again, another "last look" appointment had to be made. I was able to get scheduled for August 7, 2024. For the second time, the store recommends that the entire suit be remade. This time though, the material that was used is all out of stock. I was given the option to pick a different material. Mind you, at this point my frustration is really beginning to grow. The associate that was taking care of me was less than compassionate and quick to shut me down telling me there were no other options than to pick a new material or deal with what received and that "sometimes it works when its delivered and sometimes it doesn't". Clearly, I was a bother to him that day. I asked him if there was any possibility to try to make the current suit work with in-house alterations. He informed me that they would not be able to provide all of the required alterations, but that they would be able to complete some of them. Nearly 3 weeks later and I haven't heard from Indochino. The associate said they would be in contact in 7-10 days. Let's not forget to mention that they NEVER answer their phone. All around poor customer service! I chose Indochino to purchase a suit for a wedding that I am in this fall. Knowing that we are now 4 months into this process and that there are only 8 weeks left until the wedding, I do not feel confident that Indochino will be able to deliver a well-fitting suit in time. Had I known this process was going to be this difficult, I definitely would have spent my time and...

Got my thigh measurement 11 inches too small, as the measurement was assumed instead of taken. I was afraid they would have torn, and it was embarrassing to put it on. I also received the sample version of the vest I ordered, not measured to me. I had to fly down to Durham, NC to have it fixed properly at the Nordstrom outlet in Southpoint. Kirk was wonderful, unlike the stylist in Cleveland that assumed the look, style, and even my gender without asking. My situation was brought to the attention of Indochino district officials over the Southpoint store, as well as Nordstrom management. Would not recommend this showroom if you want a suit made correctly the first time. Definitely recommend working with Kirk at Nordstrom in Durham, NC. No assumptions, kind atmosphere, and very accomodating.

Update: The Durham store has experience with members of the LGBTQ+ community, as recommended by a friend of mine with the knowledge I am a nonbinary person. I did not put this in the initial review as I did not want to call out assuming one's gender identity on a public forum since it goes directly against Indochino's values, and I did not lile the idea of publicly outing myself but clearly this store has left me no other option. Also, the invitation to play "phone tag" is not appreciated and disrespectful of my time. Please see the photo of the fit of the pants here. I had to sit this way to be remotely comfortable.

Would NOT recommend this showroom for anyone who is a member of the LGBTQ+ community and identifies outside of the binary. They will assume about you, take zero accountability for it, then proceed to doxx you when...