Suitsupply Reviews 

Always really good quality - the custom made wool overcoat I got is just stunning. Not a fan of the salesman style shop assistants, but love the clothing.

Repeated alteration mistakes on my wedding tuxedo

I chose Suitsupply for my wedding tuxedo expecting professional measurements, careful alterations and a good finish. Unfortunately, my experience has been extremely frustrating.

The first alterations left the trousers too short. When they tried to correct this, the length was improved, but the stitching was very obvious and the finish was unsatisfactory.

The team then offered to start again using a new pair of trousers. I returned for the final fitting today, only to find that these were once again too short. After three attempts, we were back to the original problem.

I’ve now had to cancel the entire order and find another company with limited time before my wedding. The repeated fittings and mistakes have cost me time and caused considerable stress.

The team confirmed the cancellation and promised a refund, but I haven’t yet received an email confirming it or explaining how many working days it will take.

Mistakes can happen, but repeatedly failing to get the trouser length right—even after starting with a new pair—has left me very disappointed and without confidence in the service.

Awful. Firstly, my suit wasn't sent with the right documentation, so it got stuck in customs. Secondly when I called they put me on hold for 15 minutes...then hung up on me. Avoid, bunch of cowboys..

Terrible customer service. We placed an order of nearly $20,000 for staff uniforms and have experienced issue after issue.
Receipts for charges to our company card have still not been provided, emails go unanswered, and there is no clear communication regarding ETAs.
Team members are notified that orders are ready, only to arrive during paid work hours and discover that half the order is missing.
Some alterations were also done incorrectly, and even appointments involve excessive waiting times.

For such a significant investment, the lack of communication, organization, and accountability is extremely disappointing.

Products are good. BUT customer support is just terrible. Emails are answered by AI bot, “support team” isn’t doing anything in the background. You try contacting WhatsApp , your messages are not read… you go to the store, they can’t solve web issues and most of the workers are really arrogant

The customer service is a complete joke.

I want to return a pair of custom-made flannel trousers. There is no return option available on the website, and since they are custom-made, I am instructed to contact customer service.

Customer service does not respond to emails, even though I have sent four emails over the past 10 days. The Suitsupply phone number for Poland (where I live) does not work either. The WhatsApp bot initially directed me to the website, where I was told to contact customer service. The bot then said that someone from customer service would contact me within 24 hours — and, of course, that never happened.

Suitsupply's customer service simply does not work, and returning an item is effectively impossible.

I registered a return for an order over ten days ago, but Suitsupply failed to send the required Royal Mail QR code needed to drop off the parcel. Royal Mail pick-up also failed, and the local delivery office cannot accept the package without a valid code or prepaid label.

Despite emailing customer service repeatedly, I have received nothing but canned, automated AI responses saying my request was received. No actual human support agent has stepped in to send a working QR code or resolve the issue. Not only they shift their support to AI, they also do not know how to configure a bot.

For a brand positioning itself in the premium market, this level of automated brush-off and non-existent post-purchase support is completely unacceptable. I am left unable to return my items due to a system error on their end. Avoid ordering online unless you are certain you won't need customer service.

I used to buy custom trousers, very happy with them. Now you can't get a quality cloths, everything they offer is paper thin while price is the same. Not worth the money anymore.

I went to suit supply for the first time about a month ago. The experience shopping wasn’t bad, but they tailor the pant specifically for you, which would normally be great. After my second wear the seam in the seat area tore at work (Super embarrassing)I called and asked for a replacement because the person that recommended the change made a mistake. They don’t replace trousers if they make a mistake on tailoring. I dry cleaned the pants like they said. And they said it was because I dry cleaned. What? I called and they offered to stitch them back up, however they are too tight and will just rip again. I will no longer be shopping here because after spending $1500 they can’t take accountability for a mistake and replace a $200 pair off pants that ripped after 2 wears. Terrible customer service.

Coming from a guy that is athletic build. 6 foot 2 inches 210 lb

Also I don’t ever write reviews, but here I am

At the start I shall note that I am giving one star for their so called customer service. I don't understand how any company can rely on AI and use it as a customer service to solve complex issues. I'd say it's easier for a computer to deal with a customer when you mess up things.
I returned a suit and asked for an exchange to a larger size. I was promised by their so called customer service (I later realized that It was an AI who assured me of this) that my suit will be exchanged. However, upon the return of the suit, I was reimbursed and no exchange took place. It's been 5 days now since I was promised that the "issue will be resolved in my favor " (Again,I was promised this by an AI) and nothing has happened ever since and I guess nothing will happen because they no longer have my size in stock. I will receive an email tomorrow or whenever it suits them (Again by AI most likely or in here),apologizing for the inconvenience that may caused me and that's that. The suit I ordered was for a wedding. I'm sure there are many other stores that can provide better service. I'm done with Suitsupply.

Excellent quality, Flawless packaging. Highly Recommended

Their returns portal simply does not work. The Submit button is disabled, the pickup options render duplicated and line items reset to zero quantity. iPhone, desktop, Chrome, Safari, same result. I reported the fault in five separate emails with a screenshot attached. Not one reply has acknowledged it. The agents answer around the question rather than to it, restating policy and promising updates while the root problem sits untouched.

WhatsApp is an automated loop that could not find my order using the correct order number. The phone line does not connect from Japan. There is no store here.

They then blame UPS. I waited at home for a five-hour collection window on 21 September and no driver came, and I was told pickups are a courtesy and not guaranteed. In Japan, of all places, where you can walk two minutes in any direction and send a parcel from a convenience store. Choosing a carrier with almost no retail presence here, and then making that the customer's problem, is the whole issue.

Polite emails, no resolution, and the 30-day window now mentioned twice as if the delay were mine.

I am resorting to a review here because I am about to be stuck with roughly $700 of clothing that is too small for me, with no working way to send it back.

The fit of the jacket is incredible.

I was told my chat got closed without my issue being resolved, and got an apology email promising to fix things "directly now." They asked me to confirm my size and address for a Black Tuxedo Slip-On exchange, said they'd register the exchange, send me a UPS return label, and release the new item right away without waiting for the original to arrive back.

I gave them everything they asked for. And then... nothing. No label. No exchange registered. No follow-up. Just silence, again.

This is exactly what happened before — a support rep makes it sound like it's finally being handled, then the thread just dies and I'm back to square one. How many times am I supposed to re-explain the same issue and get the same non-response? At this point it doesn't feel like poor service, it feels like I'm being strung along on purpose.

SUITSUPPLY, I'm done chasing you. Either honor what your own support team promised in writing or refund me. Playing games with a customer who already gave you every piece of information you asked for is not okay.

Good luck trying to return your suit if it doesn’t fit. You’ll be talking to a useless AI agent for weeks and they won’t refund your money in the hopes you just give up out of frustration of dealing with the AI

The suits are lovely quality but disappointed with customer service to say the least. I ordered a custom made jacket and rang customer service 3-4 times along with several emails to request express shipping once the suit reached their depot. On 3 occasions I was told they would notify their depot to request this.
Found out yesterday The jacket was sent with standard shipping and will therefore arrive 2 days after my wedding which leads to an imminent return. I just don’t understand why they weren’t able to arrange this considering UPS delivered the custom suit jacket within 2 days to The Netherlands from china ! yet it takes nearly a week to deliver from the Netherlands to Ireland. It’s very disappointing and it’s a €850 sale lost due to this.
1Z0333056812210719

Update 20/09

I received the money
So again dont use the generic email service@suitsupply the one that replied in the comment, but go toward the store

Update : 17/09

After posting the intiial negative review 1 star, i got a mail back from the zurich address, by the assistant store manager. Mind you not the service addres show on the website.

She quickly solved the problem send me the posting ticket.

Initial post : 16/09

I ordered a custom suit online. before that I double checked and got a mail to confirm that it could be returned (within 30 days per company policy)

I received the suits 3 weeks latter, too big lot of proportion off. so I wish to return it.

SURPRISINGLY (no) : the website does not allow to do a return, i cannot register it (and remember the policy is you have 30 days from delivery to register it so if you cant... its money for them and unusuable cloth on your hand)

I contacted their "customer service" , i was answered each time by an AI, that refused to put me in touch with human (in spite of what the mail say at the end) and saying my case had been escalated.
I tried to call their hotline, no answer after 25 min of wait, i tried to call their whatsapp no answer, I tried to call their zurich shop no answer and same for the email.

There is simply no customer service and the company, in spite of its stated policy, does everything it can to not allow you to return a faulty product.

I will initiate complain with my credit card. and update this testimony as it goes allong.

UPDATE BASED ON RESPONSE
Yes I was chatting with your AI via Whatsapp where it advised the live chat session had ended and you would follow up via email. I have emailed daily for an update and still get the same AI generated response.

If you had of spent the 2 minutes to send my return paperwork, that it took to write a response on Trustpilot, this issue would have been resolved.

STAY AWAY FROM THIS COMPANY

They have the worst customer service! If you order online they don't provide any return labels or even the QR code to return the item. You get stuck in an AI message loop on both WhatsApp and Email saying your return is pending and someone will be in contact.

I have never experienced any customer service like it. The trousers quality wasn't even great!

I will never order from here again nor recommend them to anyone.

The customer service and attention to detail is appalling. Do not trust this company if you are ordering a suit for any important event. Appalling service and severe lack of replies.