Complaint Review: Indochino

I purchased a suit from Indochino on July 4th, 2021 and went a couple days later to their popup store in the Nordstrom's in Menlo Park Mall, New Jersey to be measured. I received the first suit a couple weeks later which did not fit at all and was very poorly made. I contacted Indochino and sent them pictures of me in the suit and they had another suit made based on the pictures which again didn't fit and very poorly made.

I reached out to Indochino again and after a couple of weeks of them ignoring me I got a response and went to their showroom in Short Hills Mall, New Jersey. I was once again measured with the pants being fixed at the showroom and the jacket needing to be completely remade. I didn't feel at all confident that I would receive a proper fitting suit so I tried discussing the issue with Indochino to try to just get a refund.

After dealing with a very rude customer service agent I gave up on dealing with them and filed a dispute with my credit card company and notified Indochino of the dispute and they stated with the dispute my account would be placed on hold and nothing would be done till the credit card dispute was finalized. A couple weeks later I received another box with the Jacket which once again didn't fit and was poorly made.

I questioned why I received the jacket after they stated my account was on hold but when I received the letter from my credit card company saying the dispute was denied the shipment information for the jacket was used in their evidence. They also used other misleading information as their evidence including a transcript of a chat they had internally regarding my order that was completely false. With the dispute being denied my credit card company charged my card again for the suit on November 23rd since they had credited my account when I opened the dispute.

I reached out to Indochino and was given an excuse that it takes 30 days for their systems to process the dispute they won so I waited. After 30 days I contacted them again and they said that the process could take up to 120 days or 4 months for them to process which never in my life have I ever heard of such a thing. So now it's January 19th, 2022 and I have no suit or the $399.90 that they charged me for it.