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Had to go back 3 times for sizing to a custom made suit, the staff were rude and not helpful at all
My wife gifted me a $700.00 gift card at the Brisbane Institchu for my birthday. I went in on September 29th to get measured for 2 pants and 2 vests. After I placed my order, the staff member told me I had $21 left on my gift card and the 2 suits would take 4 weeks to come in. After no emails for 6 weeks, I called and was told it would be in the next week. In the middle of "next week" I finally received an email saying my order was on hold. I immediately called and was told that my suits were on hold because I owed $72. I asked to speak to th...e manager and was told I was speaking to the manager as the old one was laid off. I proceeded to get angry that after 7 weeks I was now getting notification that I owed $72 after being told I still had $21 left and that the staff member had lied to me saying it would be in the next week. The new manager apologized for the mix up and waived the $72 and said he would order me a free shirt and it would take another 4 weeks. 5 weeks go by and I go and pick up my suits. One of the suit vests had the wrong buttons and the pants were not the pants I ordered and they were the same pants ( why would somebody order the same pants for 2 different suits?). I was furious as I had just paid $35 for parking and wasted my time in Downtown Brisbane. After another 4 weeks (Now it is Feb something) my suit comes in, but not the shirt. By this time I couldn't expect them to have their stuff together so I just laughed it off. They told me they will email me when my shirt comes and it should take about a week or 2. March 29th I called about the shirt and reached the Sydney office, who told me my shirt arrived in February but I never received an email or call. At this point and time I don't care about the shirt and want nothing to do with this company. It has to be one of my worst shopping experiences ever. My wife felt so bad because she purchased this for me, but it wasn't her fault that this company is incompetent.
Bespoke, be a joke!
I was a groomsmen in my mates wedding, he chose Instichu and so we had no choice but to use them for all our suits. I found the staff obnoxious and pushy, meaning a bespoke suit not possible, but rather an overpriced regular suit. They barely measure you up, but rather ask for your normal sizes (e.g. 32 pants, medium shirt) and use this to create your garment. I have used two other bespoke suit places before and both measure you up from head to toe, creating garments of the perfect fit. The material feels cheap on my skin, and the shirt collar ...gave me and two other groomsmen a rash. Something none of us have ever experienced with a shirt before. The fabrics they have are quite common and I see nothing special, unique or worthwhile about this place and product.
worst suit I've ever bought, lasted 4 months at most.
This was the first tailor made suit I've bought, and it will be the last. it was the worst fitting suit Ive ever put on. Sleeves on the jacket were too short, too tight, I couldnt button the jacket up and I had LOST weight since the suit measure, the pants looked like I was expecting a flood, the leg cuffs were above my ankles and the amount of butt crack i needed to show to get the length right would put a plumber to shame. This suit would have been marginally acceptable if I was going to imitate Ariana Grande, get wheeled to my destination and just stand there trying to look alive, but I walk, sit, bend to get in and out of cars and generally move, this suit hindered this greatly.
Disappointed in my purchase.
For me ultimately I feel disappointed in the product I received. It simply does not fit me well & isn't aesthetically what I expected. To be honest I can find better-looking clothing off the rack at a much more reasonable price. After attending the store for a measure I have some insight into the business practices of Insitchu that I feel that potential customers should be aware of.
You attend a measure where an attendant creates an online profile exactly the same as if you measured yourself at home. They then simply submit the details to have...the suit made in China which I became aware of due to the current delays. I understand that in these times that most manufacturing happens in China & that isn't my point. What I feel is the issue is the disconnect between the measure & the resulting garment I had delivered. The showroom & the staff depict a level of substance that I do not feel is reflected in the final product. I refuse to wear this suit or the shirts supplied as I feel it imparts an unprofessional image. I feel like taking them back and leaving them at the showroom or donating them to someone sleeping rough so at least my effort & expense is validated. Please be mindful if purchasing, the high number of reports of the product not being as advertised on this website.
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!
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.
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.
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.
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.
Questions & Answers
Pricing ? Standard business suit , sports jacket, business casual slacks. Reasonable textile (woolmark), conservative cut and fit. ball park ok
Well researched and price is spot on! Thank you!
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
Thanks for your reply Steveb. Appreciated.
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|Clothing Type||Formal / Cocktail, General / Everyday and Office / Businesswear|
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