Review Time
I spent around €1,800 in a single purchase and kept most of the items. Returning just two items turned into an exhausting and unacceptable experience.A turtleneck was only tried on, never worn. Tags were removed in store, not by me – yet the return was declined with a generic “signs of wear” explanation.Shoes that were extensively tried on in-store during the sales consultation were later questioned as if improper use had occurred.Instead of respecting the statutory right of withdrawal, Suitsupply appears to rely on vague accusations and procedural hurdles. The entire process feels intentionally obstructive.For a brand positioning itself as premium, this level of customer treatment is deeply disappointing and unprofessional. I would strongly advise caution when purchasing, especially if there is any chance you might need to return an item.
This company is pure class. I happened to find a suitsupply store on a work trip in London. I always wanted to buy something from this brand and luckily I found the store by chance. Roberto the sales person was super helpful and I found exactly what I needed just in time for the work event. Perfect fit, supreme style and I felt like I really valued myself by buying something of such quality. Can’t wait to buy more outfits from this brand.
Frustrating waste of time.Don't order anything online if there's even a chance you might want to return it and keep your sanity!Ordered trousers in two different sizes (as an aside, they were okay but not great quality and fit was off in general). Requested to return them for a refund and was provided forms by customer service after online self-service said it couldn't generate them. First attempt- return got stuck in customs for a week without the correct forms, despite me having provided everything they supplied. Suitsupply said they would sort it but didn't and the trousers were returned to me after another week.Second attempt- revised forms and label provided. Suitsupply said the first lot of forms they'd given me were wrong and they were reviewing their processes to make sure it wouldn't happen again. This return got through to suitsupply and I received a refund notification. Thought nothing more of it until a few days later i received a dispatch notification from them. Checked credit card to find no refund had materialised.Contact customer service and it's all terribly sorry etc etc but all they will do is provide another return label and will not issue a refund because we've created an exchange in error (of exactly the same order). They say they exchanged in error (despite the refund notification I got), but won't refund me until I've received and returned that error and the is received. "Compliance issues" apparently.Third attempt- parcel is collected and we wait... It's now 7 weeks and I've had these trousers delivered 3 times, been notified of a refund that they didn't actually do, and exchanged 30 odd messages trying to sort this mess out. Life's too short.
Horrible experience. I use to be a loyal customer. I have purchased a significant amount of merchandise over the years. I will no longer patronize them in the store or online.Do NOT buy online. I purchased some items nearly a week ago and I have not received any shipping or delivery information. The response that I received is as follows: "Dear Mr. Hartfield,Thank you for your message. We have reviewed your request and the order confirmation you received; however, we are not able to locate this order in our system. We understand how confusing this must be, and we are glad to help you move forward.Based on the information available, it appears that the items you intended to order were:• BW31207• SW182206To ensure you receive your items without further delay, we would be happy to place the order for you directly.May we kindly ask for your confirmation that you would like us to proceed with creating the order for these two items? Once confirmed, we will prepare the order and send you the payment link.We remain at your service and will take care of the next steps as soon as we hear from you."I have ORDERED and PAID for the items and they are asking me to order and pay for them AGAIN!DO NOT waste your time and money with this store.
Suitsupply markets itself as a premium custom brand, yet at its Venice (Abbot Kinney) location my $1,300 custom-suit experience fell apart due to lack of fitting-room privacy, inadequate seating and hooks, and such poor in-store assortment that I had to source footwear, a belt, and shirts externally—compounded by the fact that there is no transparent executive contact information and my direct escalation to leadership resulted in complete silence, reinforcing a troubling lack of accountability and brand consistency.
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