Indochino

Really personable experience with Branden the store manager in fitting both my sons and my suits. He has a great customer service approach, knowledgeable on their products but most of all gave us a confidence that we are being fitted by someone with future trend in mind. Hoping his manager picks up on this well deserved kudo.

I would highly recommend that you go months and months in advance for any event if you want your custom suit to arrive on time and to be tailored properly. If you can go somewhere else, I would recommend that as well. I went and placed my order February 27, 2022 and only received my order April 12, 2022. When I opened my package, everything about the order was wrong. Jacket arm length was short, pants were not my size and style which I had selected, as well the shirt I ordered came with wrong measurements specifically around the neck, arm length and style. I scheduled an appointment April 19, 2022 to understand what my options are as this suit is for a wedding May 19, 2022. When I arrived to the store, I was assisted by one of the representatives who was quite helpful and was trying to support me. Brandon the store manager was assisting another individual and took it as his business to get involved in the situation and came across with a lot of hostility. Not only did he tell me to get out, he kept putting his hand in-front of my girlfriend face, and raised his voice for no apparent reason when he did not know what the situation was. He kept bringing up the 90 day policy which there is none; as per the terms and conditions from the Indochino website, the state "If you need your garments for a special event or specific date, we encourage you to submit your order with at least 90 days in advance of your event or date." it is NOT a policy, rather a recommendation. Clearly the manager should know of this. The abuse my girlfriend and I experience for trying to resolve a time sensitive situation, I wish no one else has to go through. This suit is for my wedding. The visit ended with my jacket and pants to be salvaged and tailored to my size but I would have no shirt for the wedding as the only solution was to remake it and wait another 6 weeks for it to arrive. I stressed that I am leaving May 19, 2022 and would need a better solution. Brandon continued to stress the "90 day policy" which is not a policy, rather a recommendation. I asked to speak with the Regional Manager as clearly the Store Manager was not informed of the terms and conditions. April 20, 2022, the Regional Manager called me and apologized for Brandon's actions and advised me that they would try their best to expedite things on their end and send me a follow-up email by end of the week... which I have yet to recieve. I currently have no idea what the status of my shirt is. April 26, 2022, I went back to the store for an appointment to try on my re-tailor suit jacket and pants. Not one person came to assist me as I had a scheduled time. 20 minutes into my scheduled time, Brandon came out to help a patron who just walked in. Goes to show the lack of customer service and understanding. I had a scheduled time and wanted to ask questions regarding my shirt and would've liked to have the opinion of the so called "experts" with the new tailoring, which did not happen. I chose to leave the store, took my suit. I understand that many people may have had great service in the past which was most likely due to having zero interaction with the Store Manager. I can assure you that this experience will ensure that I never recommend Indochino to any of my friends or family as I spent $1000 to be left without a full suit for my wedding. The abuse my girlfriend and I experienced from the Store Manager is appalling and should be address further. I completely understand that people get busy but a quick email is not hard for any Manager or Regional Manager to provide an update and as per they indicated in the conversation with me that they want "to make things right"... well right now, nothing is right and the only person who is suffering at the hands of poor service is me.

Thoroughly enjoyed my suit fitting experience with Brandon. He was professional, thorough and patient as I contemplated my design options. He was very helpful and informative. I would highly recommend people to go see him to get a suit measured and tailored.

Excellent service. The manager was very helpful and answered man my questions. He took the time to measure my size and review the products with me. I highly recommend if you are looking for custom suits and dress shirts. Thank you

Possibly the worst after sale experience ordering a “made to fit” suit. Placed an order on March 11, 2022 with Brandon who was genuinely helpful and provided excellent recommendations. I came in to order a total of 3 suits for work and was suggested to wait until I receive the first one and then order the other two. I finally received the suit on April 25, 2022 and as expected the sizing was large. I was given a heads up by Brandon and I was okay with that. I booked a final look appointment for May 6, 2022 since it was the earliest date possible. During the appointment I kept being told the suit fit “just fine”, that both the jacket and pants did not need much adjustment. I had to really push them to make it happen. I even had to come back to request them to hem the pants as they were long. Both times they tried to “brush” me off. When I received my pants they were hemmed shorter than I had originally requested. The person helping kept jumping from one customer to another and he may have forgotten the size adjustment I requested. If your in the business to sell suits, understand the customers needs and wants. If its not fitting right, then make the necessary adjustments. Your not wearing the suit at the end of the day, the consumer is. Also if you tell them you’re ordering for a wedding event they prioritize you and if you tell them its for work or something else, they don’t. I’ll still order my next suits from Indochino but definitely not from this Scarborough location. Most likely North York or Downtown Toronto.

Great experience so far with Indochino Scarborough Town Centre! Very professional staff that guided us on my made-to-measure wedding suit. The process was easy and fun with many great options to choose from. Excited to receive my suit in the mail, which I can then schedule another appointment to bring back for final tailoring

Went to get refitted on old measurements, as well as purchasing a couple new suits. Brandon assisted me throughout the appointment and was super knowledgeable with tailoring-related questions and how my existing suit fit could be improved upon given my concerns. His service was exceptional - he was patient and listened to what I was looking for, while not imparting his own biases into the process, and his knowledge on tailoring left me feeling confident his recommendations would leave me satisfied. I would definitely recommend this Indochino location and Brandon in particular to others.

We just came back for a fitting with Danish. We were looking for a suit for my husband who is in his 60's and neither of us had experienced a made to measure fitting. And what an experience it was. So many measurements (that's a good thing). We bought a suit plus a shirt. I wasn't expecting to buy a shirt but really with a well fitted suit you want a well fitted shirt. My husband can't wait for it to arrive. Danish was excellent and provided amazing service. The process, if you haven't done it is that you select your fabric, then they measure (EVERYTHING) and then in 4-6 weeks it arrives on your doorstep. You try it on and if everything is good - super. If not, you schedule an appointment at the store to get the final alterations done. I hope this suit/shirt lives up to the experence.