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Terrible quality AND a replacement/returns policy that may be non-compliant with the Australian Consumer Law
I purchased a navy suit back in November 2018 and was able to wear it for the first time around early December 2018. On 5 February 2020 while on the train back home, I discovered a tear around the size of my finger on my suit pants around the area of my inner right thigh. I had worn these pants for little over a year and I was shocked that they tore so soon.
I have 3 suits on rotation which means I had worn these particular suit pants only around 60 times since I purchased them. Indeed, every person I’ve asked said they expected the suit pants...to last significantly longer than a year given the number of times I’ve worn them. “The veteran men’s wear designer, Alan Flusser, stated in his book Style & The Man that most suits are constructed to provide at least several years of wear” (source: https://splurgefrugal.com/how-long-should-a-suit-last-does-it-matter/). Accordingly, I emailed InStitchu with a photo of the tear and asked they could either repair the pants for me or send me a replacement. They said they could not because “the garment is 1 year old unfortunately we cannot replace them for you, however as a gesture of goodwill we can provide a 15% discount on the purchase of a new pair.” This was unacceptable in my circumstances. From what I’ve seen, InStitchu regularly provide regular discounts on some of their products that exceed 15% so offering a measly discount of 15% was insulting. More importantly, had I known that the suit pants would tear in little over a year when I purchased them, I would not have made the purchase. I don’t think any reasonable consumer would either.
- Verified customer
1.5 MONTHS, 4 FITTINGS IN TOTAL, POOR FITTINGS - Better off buying off the rack from elsewhere and tailoring from there.
1.5 months, 1 initial appointment to get my measurements taken, and 3 subsequent fittings, and the trousers I purchased still did not fit me, and almost made me suit-less for a graduation.
On my initial fitting, the trousers were skin tight to the point where I could not even bend down halfway to sit on a chair without feeling like the seems would burst any moment. This is particularly disappointing, given that I specifically requested for my pants to have a more relaxed fit, but I was given the complete opposite. I was then told by one of th...eir stylists to increase the size of the right leg more than the left, as I mentioned the pants were tight throughout, but the right leg was particularly tight. Which is quite strange, but I went with their guidance as I presumed they were experts in suit fittings. On my second fitting, the pants were still skin tight, and the seams still felt like they were going to split when I attempted to sit down. I was then accused my legs grew between the initial fitting and second fitting where my measurements were re-taken, which is physically impossible (I am a recreational gym goer at best, I'd be a competitive bodybuilder if I could grow my legs that quickly), especially given the fact that current trousers which I have owned for years now still fit me with no problem, so its much plausible the initial stylist took my measurements incorrectly. The stylist (different to the one I had on my initial fitting) then suggested I increase the pants size evenly across the left/right leg of the trousers, in contradiction to the first stylist, which makes much more sense. At the third fitting, and the day before the graduation and the pants were STILL far too tight and uncomfortable to wear, at this point after having all my time wasted travelling back and forth getting my fitting and the graduation being the very next day, I requested for a refund and got my suit elsewhere. Ended up going to reputable mid-tier suit shop 2 minutes away, and got myself a suit off the rack, to which they fully tailored to my needs in less than a one day turnaround in time for the graduation, at a much lower price. The fitting of the suit was perfect after the tailoring provided and the quality was identical, if not better (It was also Merino wool, and half canvas). Only pro I'd give is that the refund processed quite timely.
- Verified customer
Terrible customer service
(I had to repost here because they just deleted it off their Facebook page without solving the problem).
Four months ago I first visited Institchu George St and since then I’ve gone through 2 hilariously mismade suits, 4 ‘fashion consultants’, a customer service manager, and now I have 1 week until my wedding and they can’t even tell me when (if?) it’ll be ready for collection! Abysmal customer service. I’m never going back, and I’m making sure everyone who asks about the wedding knows why.
It started with fashion consultant number 1. She se...emed pretty useless, in a benign kind of way. She couldn’t provide any information other than “good choice” or “great choice” when discussing which fabrics I wanted. Fair enough, I mean they take the measurements and the ‘tailors’ weave their magic. Next time my best man and I visited for fitting and payment we instead get fashion consultant number 2. He said we needed to get higher quality fabrics because otherwise it would look weird. Was fashion consultant number 1 incompetent or was fashion consultant number 2 trying to up sell us? I don’t know, fine let’s go with the expensive fabric. It’s for a wedding and it needs to be done right. We book an appointment to collect our completed suits. Somehow a booking for two people becomes a booking for one. Not a great start. Then we get to my suit. The pants are way too tight, while everything else (shirt, vest, jacket) is grossly oversized. Even if I doubled my weight I’d still be swimming in the thing. I have no clue how this happened. I can only guess someone didn’t know the difference between inches and millimetres? My best man’s suit was not much better, but at least his jacket was salvageable. Sales consultant number 3 apologises and tells us sales consultant number 2 made a mistake. Takes some snaps of the misfitting garments so they can be remade. By the way, he says, I can have the pant altered soon. Would I like to come in to collect ‘just the pants’? Just the pants? Why would I possibly want just the pants? Sure they look nice, but I don’t often go to work rocking a t-shirt and suit pants.
Questions & Answers
Hi, I am getting married in March and my fiancée and I took our groomsmen to Institchu to see what they had to offer and get a quote. We were happy with the details but a little taken aback that they wanted full payment up front before the order would be made up. We feel a little vulnerable
about paying in full as it potentiallyleaves you with no recourse to question the quality or workmanship. As a comparison, my wedding dress is a bespoke dress and is currently being made overseas for delivery in January. I have paid half the amount with the remainder due on receipt. I rang to discuss with the terms with the Institchu salesperson but she advised it was a company policy and she had no way to change that. Given that it is a substantial amount of money to outlay I was wondering what other people’s thoughts are on the issue? I see that the reviews are overwhelmingly positive with the final product and that is heartening at least.
They have the perfect fit guarantee which should give you some comfort. The suits are bespoke also, but are far less pricey than a wedding dress. I would imagine that if someone paid 50% for a few suits but didn’t pay the other 50% it would result in substantial loss to instichu (no idea what their mark up is but I doubt it’s 50%). You can send the suit back as many times as you like until you are happy with the fit and you don’t pay for alterations. I’ve found the workmanship and materials to be of outstanding quality. All my best formal/business clothes have come from instichu, that goes for the fit, material quality, style and workmanship. I would be very comfortable if I were you. In my experience alterations take about 1 week so don’t leave it too long before the wedding to order so that you leave time for one to two alterations if needed. Also it takes a month for delivery so keep that in mind. Speak to Georgia at the Clarence St Sydney shop. She knows it all and should provide you with some comfort. Good luck for the big Day
|Category||Physical Shops and Clothing Shops & Brands|
|Mens / Womens Clothing||Mens|
|Labels Sold||Own Label|
|Buy Now, Pay Later Options||AfterPay and ZipPay / ZipMoney|
|Clothing Type||Formal / Cocktail, General / Everyday and Office / Businesswear|
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