Indochino, Brooklyn NY

Edgar was extremely helpful from the time I walked through the door. The experience was outstanding. Any questions were answered immediately and to my satisfaction. Will definitely go back for more suits.

Quality linens and designs, simple and modern interior, and a staff that made me very welcome really made Indochino one of the most relaxing and comfortable tailoring experiences. Highly recommend for anyone who is looking for a custom suit with staff who has a wealth of knowledge in the industry.

Good staff, great experience, however the finished product was underwhelming.
I expect more from a custom suit.

Sean provided an amazing personalized experience. I was so pleased with the tailored, custom overcoat I bought!

Hands down one of the best suit consultations I have had in 15 years. I was surprised. I had low expectations coming back to Indochino but wow they have stepped their game up. Sadly some custom items no longer exist. But. Shawn is the damn GOAT. His advice, demeanor and overall humble/hilarious combo made for an amazing experience. I had no expectation to buy more than just one suit but I had to double down and I will be back to this specific location to work with Shawn and his great team. Again. Wow. Worth the visit men. Also one last thing there is a beautiful skylight in the back on the couch - perfect for an afternoon appointment with the boys to get suited together.

I would recommend using a different company for your suits and shirts or at least a different location. I had my suit fitting in manhattan and the person that sized me did a great job and I got my suit. When I went for a final fitting on the suit, I also ordered a shirt so that I had a fitted shirt for my wedding. I got my shirt and the neck was too small and the shirt sleeves showed wrist and did not extend beyond the suit jacket at all. I went in and they re-measured and when I asked if it would come in time for my wedding they assured me that it would not be a problem. The new one came and the sleeves were the same length, they did not extend. I called and the store manager Shawn said that I must be mistaken as it shows in their computer that they added length. I sent him pictures and asked for them to refund as it would not make it in time. They just responded to the email with "Thanks! "

I had to follow up multiple times to even get a hold of a staff member. Online support was less than helpful as they said that I had to talk to someone in the store. They let me know that they reordered the shirt. When I talked to him again, he said my only option to have a shirt in time for my wedding would be to buy a new shirt from another company and that they would not refund the order. The only thing they could do was give me 20% off a future order and a tie. I went to the store to drop off the two ill made shirts and to pick up a tie, and there was a note that they would be out of the store for a little over an hour on lunch. I dropped off the shirts at the door and left. The shirt did not come in time for the wedding and I in fact just went to Macy's and got a shirt for half the price at double the quality. **IF** you are going to use indochino, I recommend going to the one on Madison Ave - at least the staff there were helpful.

*** The follow up from the store was to offer me a free accessory picked up in the store or shipped to me to make up for the inconveince. I will be passing***

Just had a horrible customer service experience here - would recommend staying away from this company.

I don’t normally leave reviews, especially bad ones (people have bad days, I try not to sweat the little stuff) but I just left Indochino in Brooklyn feeling so frustrated.

I went in for “Final Look” alterations, but was told I’d have to pay for those alterations since it was outside the original alterations window (y’all the MAIN SELL for this company is you get free alterations, because the suit is custom. They comment on every single bad review noting it takes multiple fittings!). Problem is: I made an original reservation for alterations within that window (per company guidance), and was told by an employee when rescheduling that there would be no problem with rescheduling since the original reservation was within that window.

Fast forward to today, and since that employee didn’t make a note of all that in their internal system, I’m out of luck. And, since I wore the suit to the wedding I bought it for (I wouldn’t have gotten it back in time, since I was told it could take weeks to make the alterations - another issue communicated to the company but not added to my “file”), the company considers my suit to be a good fit (why I would ask for alterations if it’s a good fit, I don’t know).

Anyway — bottom line is that this all made me feel gross, and taken advantage of. There are plenty of made to order suit companies in the sea, I’ll just swim with them next time…

I went to this location today in a rush looking for a custom suit and Shawn and his partner, J were super helpful. They were so humble and provided such meaningful guidance. Arguably the best suit shopping experience I’ve had so far. L
I highly recommend going here at least 2 months before you need your suit because everything is custom made and after custom making; they then tailor it to fit your needs perfectly. I’ll be back for sure!

Shawn did a great job of thoroughly explaining the process and offerer great insight into fabric selection and style choices. Also a thorough job of taking measurements.

I recently got measured for a custom suit. Upon arrival (an hour early) the staff welcomed me and said it's no problem. Was informed I should take a look at colors and materials while I wait. Edgar (sorry if I forgot your name or spelled it wrong) was very informative about the process, asked me about any concerns with fitment. He took his time to make sure I was happy with my selection and fitment. I will definitely return for another suit!

The Brooklyn store hours were to 6: 00 pm. I arrived at 5: 00 and told them I was from out of town and wanted to order a suit. They said they were closing early and would not stay open even for me to look at available cloth so I could order in Washington where I live. I was with my adult son who wanted to give me a suit for my birthday. They refused. They will never get my business!

In NYC for one day only. Made an appt but showed up early due to an early afternoon flight. Edgar accommodated while staying attentive to the current customer. I was able to choose a suit, have a custom fitting and make my flight early. A very relaxed and fun experience.

Oh my goodness. Believe the bad reviews.

This will be a long review, so let me first summarize my experience, which is shared by many other customers who have left nearly identical comments:

-Poor quality, made and shipped from China
-Defective product (jacket has large fold/ripple that cannot be fixed, according to staff -> see image)
-Purposefully negligent customer service, particularly AFTER sale
-Employees do not answer phone
-Staggeringly poor tailoring

What is equal parts ironic and tragic, is that Indochino brands itself on affordable quality, personalization, efficiency, and above all, customer success. What I have experienced could not be further from this company’s values. Whoever fully manages this store, I IMPLORE you to learn from my experience.

My Experience:
-I am now 6 days before my wedding, without a working suit. I purchased the suit 1.5 months ago, and have had FOUR unsuccessful tailoring visits at this store. I have literally, not figuratively, burned hundreds of dollars in transportation and countless hours visiting this location. I have not received a single apology, or offer for reimbursement of any kind, during any of my visits.
-Why so many visits? Simple. Product is defective. The defect was misdiagnosed repeatedly by staff over weeks (posture > back needs letting out > button placement) before finally I was told that a new jacket must be shipped from China. Oh, by the way, it hasn’t even been ordered.
-I have experienced purposefully negligent customer service throughout my 6+ weeks dealing with staff. Calls generally go unanswered. But what is worse, is that staff do NOT deliver on clear promises (see below).
-Example 1: After my 4th unsuccessful tailoring visit, I was panicked due to proximity to my wedding. I was assured that my suit would be ready for pickup this last Tuesday, and that I would get a call when ready. I received no call or email. I finally called the store on Thursday, and was told “oh yeah its ready, come pick it up. ” I arrived, and the jacket was still not fixed.
-Example 2: On Thursday, I am told the jacket’s inner lining is broken, and a new jacket needs to be ordered and shipped overnight, in time for my wedding. I am told, by staff, that they will contact a senior manager, and that I will receive a call FIRST THING on Friday morning with confirmation and details. Guess what? That was yesterday. I received no call. I called the store 5x over 5+ hours, no one picked up.
-Out of desperation, I actually travelled
to this store. My 6th visit. And guess what? At 2: 10 PM, there was a “out to lunch” sign on the door (see below), and the store was closed.
-So, guess what I did? I went to Macy’s. I purchased an off-the-rack suit, and had it tailored same-day, on site.

For whomever is actually managing this store, at this point, an apology is too late. Shipping a new suit is too late. I leave on Monday morning. I have two asks. 1) Fully refund my suit, it is literally the least you can do. 2) Learn from my experience, and make changes. Match your product and services to your company’s values