Dear Readers,

With a heavy heart, I feel compelled to share my recent experience with Indochino, a brand that I have been loyal to for over six years. My journey with Indochino began in 2017, and during this time, I have purchased five suits from their services. However, my recent encounters have left me profoundly disappointed, prompting me to raise concerns about their quality and business practices, specifically regarding the construction of their garments.

Out of the five suits I have acquired, three of them have raised significant concerns regarding their craftsmanship. The most conspicuous issue I've encountered is the presence of unsightly bubbles on the suit jackets. These bubbles are indicative of a fused canvas method, a construction practice that pales in comparison to the traditional hand-stitched process known for imparting form, structure, and genuine elegance to a well-crafted suit.

I express my deep frustration and disappointment in having placed my trust in Indochino's reputation for exceptional quality and meticulous attention to detail, only to be met with such a disheartening problem. This experience not only disappoints customers like myself, who invest in premium garments with the expectation of the highest craftsmanship, but it also does a disservice to the brand's own legacy.

To make matters worse, my attempt to address these concerns with Indochino's customer support on August 9th, 2023, was met with a dismissive response. Their representative, Kim, confirmed that their suits are indeed constructed using fused canvases rather than being hand-stitched, as I had hoped. While they indicated that this information is available on their website, the responsibility to ensure customers are well-informed ultimately rests with the brand.

Furthermore, their response regarding the issue of bubbles on the suits lacked accountability. They suggested that the problem may have arisen from dry cleaning mishandling, conveniently shifting the blame away from their own manufacturing and quality control processes. Their recommendation to consult a specialist dry cleaner falls short, as the root cause of the issue lies in the subpar construction of the suits themselves.

Most dishearteningly, they declined to address the matter due to the expiration of claim dates for all of my orders. This unfortunate outcome underscores a concerning lack of customer-centricity and a failure to stand by the products they offer.

In conclusion, my enduring loyalty to Indochino has been overshadowed by their deceptive practices and substandard craftsmanship. I hope my account serves as a cautionary tale for potential customers who, like me, believed in the brand's commitment to excellence. It is my sincere wish that Indochino reevaluates its approach to customer satisfaction and quality assurance, both for the sake of its devoted patrons and its standing within the industry.