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My review of Institchu is a mixed review due to the experience of the service.
My overall experience with my original stylist was unbeatable, [name removed] was not pushy, knew what he was doing and overall a very good service provider.... however it started going down hill near the end with the company as a whole.
We originally purchased 6 premium 3 piece suits with an extra shirt for myself (Groom) 6 months before my wedding. There was a mix up with the ordering of our shirts as the style of the shirts (Peak shirt with black studs was ori...ginally ordered but buttonless standard shirts was entered into the system) was incorrectly logged by [name removed] so on arrival he had to organize replacements to be arranged with still 2 months left until my wedding day. What happened next by [name removed] was service I hadn't seen in a while from a store, when he realized his mistake he took full responsibility and expedited the replacement shirts and the original shirts that had been sent where then GIFTED to us as an apology from them... This amazed myself and my wedding party as these where $120 shirts each. From this act I was determined to wright a glowing 5 star review and promote institchu to all my friends and familys with weddings coming up.
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.
$1200 suit I’m too embarrassed to wear!!
Spent $1200 on a suit. It arrived in good time but the seams at the shoulders are terrible and uneven. I wrote to customer support and they suggested I didn’t measure myself correctly (lies!) and that i drive 3.5 hrs to see one of their showrooms - what? Poor product at a high price!
Wonderful Custom Wedding Suit
The entire process of getting a tailored suit with InStitchu was so easy and - somewhat surprisingly - fun! We had an initial consultation here that was really helpful in terms of getting an idea of price, and then I stopped by their booth at a wedding expo for a further chat. Thankfully the lovely attendant at the expo, Jordan, was also at a Wine & Whiskey night they held that we attended, and helped us design the perfect 3 piece suit for my partner to wear to our wedding.
The expertise of all of the staff was really reassuring as we went thr...ough the process of picking out all of the details, and Jordan helped us to incorporate everything we wanted without making the suit look too bright or busy. Her suggestions and confidence were exactly what we needed, and we had a lot of fun throughout the design process. It was especially nice how she went out of her way to try to find examples of the things we were considering ordering so we could get a better idea before paying, and how thorough she was when taking measurements. The suit arrived so quickly (roughly one month between order and arrival) and when we went to pick it up it was absolutely perfect. No further alterations needed, almost definitely due to the great care Jordan took when doing the initial measurements, and every single one of the little details we'd asked for was spot on. The suit feels great, the materials and colours are even better than we could have imagined from the swatches, and the service at the pick up appointment was wonderful, too, as Paolo helped show us how to get the bowtie and pocket square we'd bought elsewhere to sit right. Highly recommend InStitchu, especially Jordan, if you're looking for a custom suit.
The reviewer stated that an incentive was offered for this review
- Verified customer
Absolute garbage customer service
Was measured in the North Sydney store by a woman who struggled to listen to what I wanted. Had the suit delivered to Canberra which failed to arrive prior to the event (was lost in transit). The shirt that was made to measure was based off the incorrect fit type and was to tight around my fore arms. Retail staff failed to understand the importance of keeping the customer apprised of suit remake milestones and would not take ownership of the problem. Would never recommend to anyone. $900 suit paid for 3 months prior to event.
Dont spend too much!
Now you want a bespoke suit but the reality is its not so bespoke at all. Then everything is delayed.Four weeks become eight weeks.Then tailoring is average. Alterations never happen the way you want. The suits particularly jackets do not fit well and do not look good either. They do not simply understand how you want a garment to fit your body. However they will always say a poorly fitting jacket or pant looks so great on you....not at all in reality!
I did not lodge any claim for refund etc. as I knew that was going to be a waste of time. Disappointed with repeated alterations, I had my usual tailor fix the suit.
Staff need to be taught customer service.
Walked into Adelaide Institchu today (having made a special trip into the city to do this) to buy a tie as a birthday gift for someone who has had suits made there. As I was looking at the ties I was advised that they do not sell the floor stock. Fair enough I thought, they must be made to order. But no, he said he did have one out the back he could sell me but he would have to also charge the delivery fee of $30 (even though I was standing right there). Needless to say I walked out without the tie.
The problem here is that the somewhat arrogan...
Don't touch this place!
Don't touch this place! The level of service, quality of product and ability to deliver is the worst I have ever experienced. You will be left out of pocket and empty handed.
I ordered a "made to measure" suit including shirt for my wedding. Consultant was [Name Removed], who as a side note made the process about as hard as it could possibly be. Really [Name Removed] should not be in this job and If you do decide to subject yourself to InStitchu steer well clear of this guy.
After more than six months, countless emails/phone calls and many ...wasted hours I received, an incorrect shirt with a brown stain up the back, trousers that didn't fit and a Jacket with incorrect lining fabric. These were ready the day before my wedding. I was forced to go to Myers and buy something to wear. I really dont have the time to list all the failings of this company but will say, if you are considering InStitchu at all, PLEASE DON'T !! You will only be left bitterly disappointed and angry
My two suits, two pairs of trousers and five shirts arrived this week. The trousers did not come within two and a half inches of my waist measurement, the suit jackets were of poor quality, and the shirts were barely long enough to tuck comfortably into my trousers and they had a buckle between the top button and second buttons. I am extremely disappointed and will be seeking a full refund. Their offer to adjust the garments to fit is meaningless as the measurements are so far out. I cannot recommend this company.
Don't Risk it!! Institchu just want $$$$
Fingers crossed your suit is perfect however if there are issues with your suit... good luck, they do not care about you.
The thing that no one realises about institchu is, the alterations etc are completed by a range of third party companies and institchu distance themselves from these. The institchu managers in store are not empowered to support or assist customers and refer you to speak with higher managers who do not take emails/calls. I have emailed [name removed] and other managers over 5 times with not one response. Its been nearly 10 ...months and i still dont have a suit. I just want a completed suit.... Background: Order my suit on March 9 from the Brisbane office with the PROMISE it would be completed by Sept 21 for my engagement party. Still not ready - 25/10/2019 Over 16 appointments, almost 10 months of waiting (still going), damages created to the jacket (they heat pressed my suit jacket..)and now a new jacket on the way with no ownership by Institchu **issues throughout this process have by institchu and its suppliers. I thoroughly enjoyed the experience at the start however if something goes wrong, they wont help you.
- 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
Love the suits and shirts. Perfect fit.
I visited the Brisbane InStitchu store.
Mark was awesome. He ensured our daughter had a drink (water!) and offered us both a drink. He carefully took us through the fabrics, designs etc. I purchased 2 suits and 4 shirts.
I was quite delayed in picking the suits up [my fault, I rescheduled pickup numerous times] , but they fit nicely. Having worn them to work numerous times since, they are excellent. I'm a "little" overweight and often shirts are tight around the neck and stomach [pop a button!]. The shirts are the best shirts I've ever had an...d I'm ordering more. My only disappointment was that the suit jacket didn't have a full [external] pocket so that I could use a pocket square, but I'll enquire about that for the next order. I must say that the process was low stress and the result great. I hate shopping for clothes and my wife usually has to drag me along. She did, but I actually enjoyed shopping for clothes this time :) . Thanks, Mark.
Sub standard customer service
Extremely poor customer service. I had a one on one consultation booked with Anna in the North Sydney store. I took my 70 year old dad who drove almost an hour to get there. Anna immediately started rushing us. She didn't even offer to go through the range of fabrics they have. Straight of the bat she was mentioning that the payment would need to be on the day even before going through the options and whether we were happy with any of the products. They might offer products of a cheaper range which is why some people go there but I would rather fork out a little bit more and get a better service and a peace of mind that your money is not going down the drain.
Cannot measure - terrible service
Purchased 5 shirts. All so large like tents on me. Previously purchased suits and shirts and almost all had to be altered. Took a while to get back to them this time as travelling for business and they refused to fix as it was “out of our perfect fit guarantee”. I thought I’d paid over $150 per shirt to buy shirts that were measured and that fit, but silly me. I now have five huge shirts never been worn that I can’t wear.
Perfect service and first class quality product
Firstly, the service is courteous and engaging. The follow up was also on time and the perfect fit! However, I would also like to mention that the quality of cotton used in the garments was high grade to compliment expert treatment in the tailoring and stitching. THANK YOU!
December 6th 2019 Update: Quality Product aligned to excellent customer service
I purchased several business shirts some months ago. The quality of fabric was first class as was the service. However, I noticed a tie recently on line, but was passing through the David ...Jones store in Sydney (where they have an outlet) and asked about the tie. They did not have it in stock but said they would follow up to see if it could be ordered. Within the same day a received a call to say my order could be validated; the tie would be available for me within the next couple of weeks.
Super Attentive Process guided to give you best end result
Store is centrally located in a lovely older building. They have an extensive range of amazing fabrics & combinations which can stump you for choice. Super attentive process, making sure I was happy with everything & nothing was too out of the question or hard. The final product was way above what I thought it would be.
For a custom made suit price is the around the price from the a up market stores. But it fits perfect!
The whole process is faultless
Received terrific customer service from Andrew in the Clarence Street outlet and a suit that's priced well and fits perfectly. And it was ready when they said it would be. Can't ask for much more ...
People actually stop me in the street, tru dat
I am now on my sixth suit with incredibly personalized and thoughtful help from Jess in Adelaide. People constantly stop me in the street with compliments. But, I am great!
I had 2 Custom Shirts. Valentina's eye for detail helped make the fitting perfect. She also helped with the material choices. This made my choices very easy. A very good outcome
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
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