Reviewer Photos & Videos
- 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.
Not what I thought
I recently had a suit and 2 shirts made by institchu. I visited their Melbourne showroom to be measured after reading their website about their Savile Row trained tailors. I had the items delivered to me rather than the showroom.
On delivery is when I found out that the items are made in Asia, not in Australia. The delivery slip said it was coming from Korea. There was no mention of this on their website.
When trying on the jacket the sleeves were way to short so I made my way back to the showroom where an extra 2.5cm per arm was added. Agai...n it had to be sent away for this. Originally I designed a jacket with a shawl lapel and 2 buttons. After ordering I was told I couldn't have 2 buttons on a shawl lapel. When enquiring about this at the showroom, I was told its because they are not bespoke, they use stencils to make the clothes. So this for leads me to believe they are seamstresses in Asia using stencils, not tailors making the suits, as any tailor would be able to add a second button to a jacket. The quality of material is great but you are paying the extra premium for their showrooms and locations, not for a tailor making your item. You could order online from multiple companies and have the same quality fabric made to your measurements in Asia for half the price. I won't be using them again. Just my 2cents worth for whoever may be interested.
- Verified customer
Coming from George and King Perth to InStitchu, I cannot be more delighted about my first order experience. The new store was easy to find and they had exactly what I was looking for, from the choice of fabric to the various other options that came with it. All the designers I’ve dealt with were wonderful, knowledgeable and very helpful. The quality of my tailored shirt definitely exceeded my expectations and I will definitely be coming back for more.
Exceptional service. From design through to the finished product(s) Ken (Brisbane) fully involved me throughout the entire process, providing regular updates and projecting a high level of professionalism. The finished product(s) are a real testament to the George & King by InStitchu team. Very happy with my new ‘bespoke” suit & shirts. Thank you. Highly recommended.
- Verified customer
Excellent customer service
For our wedding we designed a custom suit and shirt at Institchu with the help of wedding specialist Ann Tran. Ann took great care and provided an excellent fitting tailored to my preferred fit. We also experienced incomparable customer service from Shannon Norton who personally made sure we were satisfied with the outcome. I would recommend future grooms to get their suits made here. I will definitely be coming back! I am never buying shirts or suits from anywhere else ever again. It's not much more than buying off the rack so it's definitely worth it to design the suit to your exact liking and in your exact measurements.
Ticks all the boxes and perfectly!
I have been a repeat customer at the George Street, Sydney showroom for the last 12 months. The team run an amazingly slick operation, which is no doubt a reflection of Georgia’s great management. The consultants and Georgia have an amazing depth of knowledge. Each consultation I have there is an education in formal dress, which I find rewarding. And the clothes, WOW! I’ve never been able to find a suit and shirts that fit absolutely perfectly. I strongly recommend you try these guys for your next suit and shirt needs. Price, style and fit are all truly outstanding. Great job to all the staff at George Steet SYDNEY showroom.
- Verified customer
Suit and Customer Service Beyond my Expectations
I was first introduced to Institchu NY by a friend after I saw him wearing a well-fitted suit with an amazing red pastel liner. Although New York City has a number of custom suit makers to choose from, I was already sold on Institchu simply based on what I saw. Within a week, I had made an in-store appointment and my wife and I met with Mary Kate soon after. She was amazing! Both patient and professional, Mary Kate helped me understand everything from suit cut to lapel liners. Far more went into custom designing a suit that I had imagined, and ...Mary Kate didn't miss a beat. After we left, I began receiving weekly status emails from Institchu letting me know where my suit was in the design, cut, and completion process - pretty cool. Sooner than expected, I received a call from Mary Kate letting me know that my suit was ready for its initial fitting. Having arrived a few minutes early for my appointment, I found Mary Kate meticulously working with another customer. Fortunately for me, Tim was there and quickly stepped in to help me assess its fit. Although I was beyond satisfied, Tim suggested - and I agreed - that the pant length needed a slight alteration. Four days later my new custom fitted suit (and custom fitted shirt) were ready for pick up. The pants fit perfect, the shirt was well tailored, and the jacket exactly what I wanted - red pastel lining and all! If you're looking for a high end, high quality, custom suit without the high end price, I highly recommend Institchu - NY. And if possible, book your fittings with either Mary Kate or Tim.
I recently purchased 10 shirts from Institchu from their Brisbane office. Mayowa was outstanding from the moment I arrived. When my shirts arrived (French cuff) they were a bit tight as I wear a large watch, also neck size was a little tight. I went back to the store and talked to Mayowa. He had no hesitation in full replacement of all my shirts with a larger cuff and neck size. Shirts are beautiful top quality cottons and I have already been asked “ where did you get that shirt?”. More than happy to recommend Mayowa. As I said to him when I rang to thank him when my new shirts arrived? “ I look as flash as a rat with a gold tooth” in my Institchu tailored shirts. Thank you Mayowa
Mel Fernandez - Absolute Gem!!!
I first got in contact with Mel, Sydney Showroom, just over a year ago now and every time I have ordered from Institchu, she has been incredible. Attentive to detail, takes into account your personal style, and each item has been an absolute perfect fit. For all bespoke needs, I would recommend her hands down. Dead set game changer!
Great fit - plenty of choice and options
I've had a number of shirts from In-Stitchu, and the fit is far better than anything of similar price off the peg - so it certainly makes sense, and as long as you don't mind waiting for delivery, its pretty much an easier, hassle free experience, and saves visiting endless high-street shops just to get a decent shirt. Its obviously worth getting the measure right in the first place, and the staff were attentive to this. I've now ordered a suit, and found the customer service, measure, and range of choices and price points all good.
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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