After wanting to order a suit from online store Indochino for a while now an upcoming event made me decide to take the leap and order one. I had only read great things about Indochino so being sceptical or worried about forking over a few hundred dollars wasn’t an issue.
Choosing and creating your suit is quite easy. Providing measurements is a rather tedious process but you only have to do it once and then save your measurements. Each different measurement is a step in a modal box with a helpful guide video showing you where to measure. It’s a beautiful process, well thought out and easy to understand.
One of a couple of issues I had with the site was I got to the last step and it wouldn’t let me continue. I tried going back, changing some values and then going forward: no luck. Eventually I reloaded the page and it remembered all of my measurements and then let me continue.
Then I got to the checkout page…
After meticulously entering all of my details into the checkout and trying to buy my suit it kept informing me that I didn’t fill out the credit card number field even though there definitely was a number (the correct one too) in the field, I tried submitting twice and then got frustrated and gave up for a bit. A few minutes later I checked my email and I had two emails from Indochino. The two emails were order notifications.
That’s right, even though the checkout form was saying there was an error both orders went through. My already close to maxed out credit card had $600 taken out for two orders. My credit card was then overdrawn $300 over its limit, not good.
I promptly sent Indochino an email informing them that I only wanted to order once and asked for them to please cancel one of the orders, no big deal. It took about 2 days for Indochino to reply and I felt as though the person helping me didn’t completely understand, having said that one of the orders was cancelled and it took about 10 days for the money to return to the credit card which is ages.
Wanting to check the status of my order I logged into my Indocino account and went to my order history. The cancelled order was in there with a status of cancelled, awesome but where is the other order? I then sent Indochino an email informing them that my order wasn’t showing up, instead of offering a solution or saying they’d look into it I got the response along the lines of: “Your order is still processing, don’t worry everything is fine.”
They had taken the money, but the order wasn’t showing in my order history…
Over the course of a week about 6 emails were exchanged and after 2 weeks my order still isn’t showing, the uncancelled order. The cancelled order is still showing as cancelled, finally after pressing them on the issue I was informed the technical team would be looking into it. It has been about 3 days and my order still isn’t showing.
The customer service is non-existent and sucks…
I’ve been nothing but nice and respectful to the customer service officer helping me, but I feel as though I’m not being listened too nor understood properly. Indochino’s site is beautiful, easy to use and the prices are awesome but the customer service is absolutely shit. If you ever run into problems, be aware it’ll take forever to solve them.
If someone over at Indochino is reading this, 48 hours for a response is not acceptable for an e-commerce website that operates online. Hire more staff.
Hopefully with a little luck, my suit arrives on-time and trouble free. I have no tracking code nor anything showing me the status of the suit, so for all I know the trouble isn’t over yet. I’ll keep everyone updated on how it goes.