Horrible customer service. I ordered a new hacket and it came with two marks on it and after wearing it 2 times the button is loose because the back part of the button fell off. When I contacted customer service they refuse to exchange it no matter how much I explained to them the problem and expressed my dissatisfaction they were basically like oh well we’re not exchanging it. They suggested i take it to a professional cleaner and pay for it out of my own pocket and they'll give me a credit to buy more of there defective stuff. They need to take some tips on good customer service from some other companies. Its BBB most surprising because there is so much competition out there that offer the same concept as they do, so ill be spending my money with them.
JA
Jab
Horrible suit and worse customer…
Horrible suit and worse customer service. I would not recommend.
Response from X SuitApr 11, 2025
Hi James,
We're very sorry to hear about your experience and truly regret that the suit didn’t meet your expectations.
Your feedback is important to us, and we understand how disappointing it must be to encounter an issue during first use. We’ve received the photos you provided and are currently reviewing them with our Quality Team to better understand what went wrong. While our standard return policy doesn’t cover worn items, we do take potential quality concerns seriously and want to make things right where appropriate.
Thank you for bringing this to our attention—we’ll follow up with you directly once our review is complete. We appreciate your patience in the meantime.
Best regards,
xSuit Support Team
JT
Jason T.
shirts fall apart!
shirts fall apart!
Response from X SuitJan 28, 2025
Hi Jason,
Thank you for reaching out and sharing your feedback. We’re committed to delivering high-quality products, and we appreciate the opportunity to address your concerns.
Our team has reviewed your quality claim and the details you provided, and we’ve shared a resolution based on our policies. If there’s anything else you’d like to discuss or if you need assistance with future purchases, please don’t hesitate to contact us at [email protected].
We value your input and thank you for helping us improve.
Best regards,
xSuit Support Team
JJ
Joshua J.
Probably one of the single worst…
Probably one of the single worst companies I’ve ever had the misfortune of dealing with. I ordered a suit December 18 for an event on January 15. Suit shows as being returned to sender and they refuse to give a refund or resend an identical order. Zero customer support.
Response from X SuitJan 28, 2025
Hi Joshua,
We sincerely apologize for the inconvenience and frustration caused by this experience. We understand how important it was to receive your suit on time, and we deeply regret that we weren’t able to meet your expectations.
Unfortunately, due to your address being deemed undeliverable by the courier, the suit was returned to us. We understand how this situation has impacted you and have processed a full refund for your order as a result.
While we can’t undo this inconvenience, we are committed to improving how we handle situations like this in the future. If you have any additional concerns or need assistance with a future order, please don’t hesitate to reach out to us at [email protected]. We’d love the chance to make it right and regain your trust.
Thank you for your feedback and for bringing this to our attention.
Best regards,
xSuit Support Team
GP
Georges P.
Resté sur des costumes européens qu'on peut essayer
Niveau confort, rien à dire. Mais la coupe du costume est très mauvaise, la veste n'a pas d'épaulettes, et ne se tient pas. Le pantalon est un mix entre un survêtement et un pantalon de costume, ce qui donne un style étrange. A éviter si vous cherchez un minimum d'élégance. Sans parler de la politique de retour au frais du client, pour un costume à 600€ (en promotion, sinon compté 1000€), fabriqué en Chine, sans possibilité d'essayage, c'est la goutte d'eau...
Response from X SuitSep 30, 2024
Bonjour Georges,
Merci d'avoir pris le temps de partager vos commentaires avec nous. Nous apprécions vos observations et sommes ravis d'apprendre que vous avez trouvé le confort de notre costume satisfaisant.
Cependant, nous sommes désolés d'apprendre que la coupe et le style n'ont pas répondu à vos attentes. Vos remarques concernant la veste et le pantalon sont précieuses, et nous en tiendrons compte dans nos efforts d'amélioration.
En ce qui concerne notre politique de retour, nous comprenons qu'elle puisse être frustrante, surtout pour des articles de prix plus élevé. Nous visons à maintenir la transparence concernant nos politiques, et nous vous remercions de votre compréhension à ce sujet.
Merci encore pour vos retours. Nous espérons que vous nous donnerez une autre chance à l'avenir.
Cordialement,
xSuit Support Team
CL
Claus
Fake money back guarantee
Fake money back guarantee
I bought a jacket. Xsuit's homepage says: "100-Day risk-free trial with money back guarantee". Furthermore, I was assured by mail and on the telephone that if I didn't like the jacket, I could, indeed, return it and get my money returned to my bank account. However, when I did return the jacket, they gave me a giftcard for their store and claimed that that was a valid way of honouring the money-back guarantee. But a giftcard is not the same as getting money returned to your bank account, which xsuit customer service promised me on the phone. I believe this is actually illegal.
You answer contains multiple errors.
First, while yo clearly state your money back guarantee under your normal products, you do not state that it doesn't count under the products that are on sale. You do not state it on the sale page, on the product pages or on the checkout page. There is no reason to believe that the money back guarantee stated on your front page doesn't count for items on sale. This is deception. You can only find this information when clicking the return policy link at the bottom of the checkout page. And I suspect that you have recently amended your return policy on the EU page - but you forgot to do it in your US page, where it still states,
"Refund policy
We offer 45 day exchanges and returns for items that are in new condition (unwashed, unaltered, free of stains or smells). Return shipping is free within the contiguous US. Returns must include all accompanying accessories and any free items that came with them. Upon approval, returns will be refunded to the original payment method. Shipping costs are non-refundable."
Second, you clearly do not take my feedback seriously since you refuse to take responsibility for a customer service employee lying to my face. I would never have bought the jacket if I had known you wouldn't refund me if I didn't like it.
There is nothing on your homepage I want. The quality of your suits is horrible now compared to the first versions. One of the reasons I returned the jacket was that it looked shabby and worn - even though it was supposed to be brand new. Come to think about it, maybe you actually sold me a used item.
I'd recommend that everyone stay away from this company.
Response from X SuitSep 30, 2024
Hi Claus,
Thank you for sharing your experience with us, and we sincerely apologize for any confusion and frustration you encountered.
We completely understand how the communication you received may have led to misunderstandings, and we regret any frustration this has caused. At xSuit, we always strive to be transparent, and we want to clarify our policy regarding clearance and final sale items.
For these items, our policy provides store credit in the form of a gift card rather than a direct refund. While this is stated on our website, we appreciate your feedback, as it highlights the need for clearer communication regarding our policies.
We value your trust and take your concerns seriously. While we are unable to issue refunds for final sale items, we hope the store credit will help you find something else you’ll enjoy from our collection.
Thank you again for your continued support, Claus. Please feel free to reach out if you have any further questions or concerns.
Best regards,
xSuit Support Team
HB
Halex B.
Très déçu
Comme l'autre dame, j'ai été séduit par le concept de cette marque.J'ai commandé un costume XSuit 2.0. Je suis excessivement déçu par la coupe (veste trop petite et pantalon beaucoup trop grand). Je m'habille pourtant dans tous les endroits avec aisance, j'ai une taille très très standard. J'ai du payé 54$ de frais de douane et il n'y a pas de solution pour échanger et tous les frais de renvoi sont à la charge du client même pour un échange. Comme la dame dit, fuyez cela, ce n'est vraiment pas avantageux. La qualité du tissu laisse également à désirer !
Response from X SuitJul 10, 2024
Bonjour Halex Bergeron,
Merci d'avoir partagé vos commentaires avec nous. Nous sommes désolés d'apprendre que vous êtes déçu par l'ajustement et la qualité de votre xSuit 2.0.
En ce qui concerne notre politique de retours, veuillez noter que le xSuit 2.0 étant un article discontinué inclus dans notre vente de liquidation, toutes les ventes sont définitives, comme clairement indiqué sur notre site web. Cependant, nous serions heureux d'envisager un échange si le stock le permet.
Concernant les frais de douane et les taxes, ceux-ci sont malheureusement hors de notre contrôle. Pour ce qui est des frais d'expédition de retour, nous comprenons votre frustration et nous nous engageons à trouver une solution qui vous convienne.
Nous vous avons déjà contacté(e) en privé via TrustPilot pour discuter plus en détail de vos préoccupations. Pour une assistance rapide, veuillez nous envoyer un email à [email protected].
Nous apprécions sincèrement vos commentaires et nous nous efforçons de résoudre cette situation à votre entière satisfaction.
Cordialement,
xSuit Support Team
CD
Christopher D.
I was truly disappointed by my…
I was truly disappointed by my experience. I'm starting a brand new clothing image and was hoping that I would do it with Xsuits, I was wrong.
I travel a lot and I missed the deadline to return them, honest mistake, in addition the pants were damaged en route and they refused to replace them for store credit.
There was no request for reimbursement, all I wanted was to return it for store credit. They could have done something that simple, I'm really bummed. Xsuits needs to honor its own policies.
Response from X SuitJul 10, 2024
Hi Christopher,
Thank you for reaching out to us and sharing your experience.
We appreciate your feedback regarding our return policy, and we understand your disappointment.
However, we would like to add that our return policy stipulates that all returned items must be in brand new condition to qualify for either a refund/store credit/exchange.
Despite already making an exception for your return beyond the 45-day window, as well as the absence of tags (which usually indicates an item's condition), our inspection process identified signs of use/damage in the items we received. Regrettably, we are unable to issue store credit in this instance due to the condition of the returned item.
Ensuring the quality and condition of our products is crucial to upholding our standards and fairness to all customers.
If you have any further questions or would like to discuss this matter further, please feel free to reach out to us. We appreciate your understanding and are here to assist you with any concerns you may have.
Best regards,
xSuit Support Team
