I ordered an Ulster overcoat on line which I liked. Tried calling customer service for days without a response in order to clarify sizing which is at best confusing. Although there is a customer serv... See more
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I'm writing a review as I've bought from these a number of times and even with shipping and import duties the price to quality is unbeatable. I'm baffled by the negative reviews on here. Size cha... See more
Company replied
I like their suits - great fit, quality and price. However, worst customer service I've ever received. They treat you like you're a charity case or like you're unreasonably asking for somethi... See more
Company replied
Quite simply the worst customer service I’ve experienced in a long time. A man with a gross ponytail was so incredibly rude and hard to deal with that a quick pick up turned into a 15 minute experienc... See more
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Company details
Information provided by various external sources
At Spier & Mackay, we are custom tailors based in Toronto & Mississauga. Buy designer men’s suits, custom tailored shirts, trousers, accessories and more. Visit today!!
Contact info
United States
- www.spierandmackay.com
3.0
Average
47 reviews
Replied to 85% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Do not order from company
Do not order from this website.
I ordered a suit from their online website and shipping was estimated to be 7-9 days. It has now been 15 days (March 24 was the order) since my order and I have only received a UPS link that says the label is created and awaiting package.
I’ve contacted customer service who on two occasions said the package will update in 1-2 days and arrive on time this friday. It has still not shipped.
No one will answer the customer service line.
I needed the suit for an event next Friday and ordered with ample time to receive and tailor. Now unsure what to do.
I plan to review on other platforms, but this company cannot be trusted.
5 April 2026
Unprompted review
Wonderful experience
Wonderful experience, customer service was very kind and really helpful to get the correct size before shipping. The trench coat khaki Di Sondrio is amazing quality relative to the price. Really recommend 👍🏻😊
11 February 2026
Unprompted review
Reply from SPIER & MACKAY
Thank you so much for the support!
I normally purchase several MTM suits a…
I normally purchase several MTM suits a year and I decided let me go to Spier MacKay and just order a pair of pants just to see if the online hype is real. I am here in the states so I ordered pants a couple of weeks ago and I get on the website to check a tracking number and I get nothing but label created on the UPS side. I tried calling Customer Service to see if they have an ETA nothing, no one picks up. I sent an email so just waiting but so far they are bad no pants, no response. I will wait to see if anyone responds to email but so far they are off to a bad start. So I am updating this review, I got my pants a few days ago and they looked nice and quality material. I added one star because of material quality, however their sizes run a little smaller, paid a tailor to make the adjustments (was not cheap) but they fit better and will be worn but I probably will stay with suit supply and Grand LeMar, a little more expensive but you get measured straight in the store and I can try on different fits. With the tailoring cost being additional the price point with Spier and Suit Supply becomes close in value (2/17/2026 update)
25 January 2026
Unprompted review
Reply from SPIER & MACKAY
Thanks for your feedback, and we’re glad to hear you were pleased with the fabric and overall quality once the trousers arrived.
To clarify the timeline, your order was placed on January 23 and delivered on February 4, which is within our standard 7–9 business day shipping window to the U.S.A. Tracking can occasionally remain at “label created” during the initial export stage before UPS performs the first physical scan once inside the U.S.
We also wanted to address your customer service comment. When customers call, they are prompted to leave a voicemail if our team is assisting other customers, and we always return messages as quickly as possible. From our records, it does not seem like you left a message with our team.
Regarding value and fit, it’s important to note that this was an off-the-rack final-sale trouser purchase at a heavily discounted price point ($61.16 including shipping). This is quite different from the pricing and process of made-to-measure trousers purchased and fitted in-store through brands like SuitSupply or Grand LeMar, so the fit and experiences are not directly comparable.
If you ever consider ordering again, our team would be happy to assist with sizing guidance to ensure the best fit right out of the box.
Thanks again for the feedback.
Balmaccan Coat
I ordered a Balmaccan coat from Spier and Mackay, not knowing that whether it was the incorrect size. I emailed the company just in case and Deanna from their service team responded promptly and helped me to find the correct size in garment. Deanna was patient, kind and contactable during our exchange of emails. As the garment would be coming from the USA to Australia, it was important to have the sizing correct from the get go to avoid a lengthy and costly return. Although I am still waiting for the garment to be shipped, I wanted to submit this review to vouch for Deanna's excellent service specifically
23 January 2026
Unprompted review
Reply from SPIER & MACKAY
Thank you for your support!
I ordered trousers based on the size…
I ordered trousers based on the size guide provided, but the item I received does not match the stated measurements. The waistband measures 15 inches, not 16 inches, which I documented clearly with photos. Despite this, customer service insisted the sizing was correct.
This was disappointing, as I was excited to try the brand, but accuracy in measurements and accountability matter. I hope this feedback helps improve quality control and customer support.
13 December 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for sharing your experience. We understand how important accurate sizing and consistent quality are, especially on a first order.
We reviewed the photos and correspondence in detail. The initial measurement you provided appeared to be taken using an incorrect method and tool, which can lead to inaccurate readings. After we shared our measuring guide, you confirmed the trousers indeed measured 16 inches laid flat across the waistband, which corresponds to a 32-inch waist and aligns with our size guide and manufacturing tolerance. Based on that confirmation, the item was considered within spec.
We also confirmed there were no quality control issues with this garment. Measurements were within tolerance and the trousers passed our standard QC checks.
Although these trousers were purchased as a final-sale as an altered item and we clearly advise customers, particularly first-time buyers, to avoid final-sale purchases if there is any uncertainty around sizing, we still have offered a one-time exchange as a courtesy due to this being your first order.
We recognize how frustrating fit issues can be, and we’re continually refining our size guides and customer support to make ordering with confidence easier.
Great Service and Product!
I've heard great things about spier and mackay. I decided to get a custom overcoat since S&M are one of the very few retailers that offer such a service. Especially with heavy fabrics. When I placed my custom order I had some doubts but decided to go through anyway. A few days later I recieved an email from Oksana from S&M to make sure I was okay with my purchase and its potential risks (since it was my first ever S&M purchase aswell.) I recieved fast replies and Oksana cleared up my doubts on the garment. When i recieved it and tried it on I was extremely happy with how it fit. It fit perfectly. Near bespoke! The armholes werent too low and the construction is very nice. The lining was cupro and the belt on the back was functional, in addition to the back vent having buttons aswell! (I got an ulster coat). This is by far my favourite piece in my wardrobe, It would be very nice however if they could add slightly more customization options (more inner pockets, and button materials) However I'm glad S&M was there to help. Thank you so much for your help Oksana and Spier & Mackay!
3 December 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you so much for trusting us! So happy to hear it. We've passed on the comments to the custom team to see if we can add more customization options in the future for our Overcoats.
Suit was great quality, customer service slow
Suit was great quality fit well and easy transaction. Returns have taken over 2 weeks, already been delivered and no response via email for 3 days nor when calling customer support. Left voicemails and no answer. I already gave the suits back I just want my refund!!
21 November 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for your review, and we're sorry for the frustration regarding your return. I want to clarify the timeline, as it may help explain what happened.
You shipped your return on November 25, and it was delivered to our U.S. facility on November 29. It was checked in on December 1, which is when our team can begin processing refunds. Because your return contained multiple items, we wait until everything is physically verified before issuing the refund, this helps prevent errors and ensures accuracy.
Your refund was processed in full on December 4th.
We understand waiting for a refund can feel slow, especially around the holiday and U.S. Thanksgiving period when carrier delays are common. That said, your refund is now complete, and you should see it reflected on your original payment method shortly.
Great quality
Delivery was surprisingly quick.
The quality of the sport coat i bought, was brilliant.
I will definitely get more in the future.
17 November 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you so much for the support!
I've bought tons of menswear and Spier…
I've bought tons of menswear and Spier and Mackay is the best value for the price. They're slow to ship, but the quality of the material and pieces are great. You'd have to spend twice as much to get close to their quality. Just got a cashmere sweater and it's better than all my cashmere from J Crew, Naked Cashmere, Naadam and Quince.
23 November 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you so much for the support! We're working on our logistics as the shipping from Canada to the US requires some extra steps now to clear tariffs.
Embarrassingly bad customer service
Quite simply the worst customer service I’ve experienced in a long time. A man with a gross ponytail was so incredibly rude and hard to deal with that a quick pick up turned into a 15 minute experience where I had to find another sales associate to try to help me. Only then did he actually do his job. Picking up a suit that’s already been paid for shouldn’t be that hard. As a company they should be embarrassed. I will happily tell anyone I know to absolutely not shop there.
6 October 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for sharing your feedback. We’re sorry to hear your pickup experience didn’t meet expectations. Even on busy days, it should feel quick and smooth, and it’s clear we didn't deliver the experience we expect from our team.
We’ve reviewed the situation with our manager and the staff in question so we can understand what happened and make improvements. While there was a brief delay due to another customer being assisted, the interaction clearly didn’t feel seamless from your perspective. We’re reinforcing with our staff how important it is to complete pickup orders promptly and ensure every guest feels acknowledged.
We take all customer experiences seriously, and we’re always working to deliver a welcoming and professional environment for everyone who visits us.
Insanely slow processing/shipping…
Update: Tracking received for UPS on Business Day 13 (actual day 18, Oct 7th) after UPS has package in NJ. Customer Service contacted multiple times including manager confirming it was sent to US on Oct 1st. To be fair, customer service is taking a hit in reviews for the incompetence of warehouse/logistics staff that apparently don't use technology like basic barcoding or track fulfillment KPI's. Case study in failure to modernize in a world built on delivery.
Insanely slow processing/shipping process. Over 2 weeks after order and still no shipment tracking. Will likely not arrive before wedding. Customer service was no help as days ago they said it should ship and tracking will be sent. Didn’t happen. Beyond frustrated
1 October 2025
Unprompted review
Reply from SPIER & MACKAY
Update:
Thank you for taking the time to share your feedback. We understand how stressful it can feel when you’re ordering for an important event, and we’re sorry the experience felt longer than expected.
After reviewing your order, here’s the exact timeline:
Your order was placed on September 19 and included tailoring. Tailored orders follow our posted timeline of 9–12 business days, which includes 7–9 business days for processing plus an additional 2–3 business days for alterations.
Business days refer to Monday through Friday and do not include weekends or holidays.
Your order was completed and transferred to our U.S. facility on October 1.
Tracking numbers are generated once the package arrives at our U.S. facility, not while it is in cross-border transit between Canada and the United States.
Your UPS tracking label was created on October 6, which is 11 business days after the order date, within our posted timeline for tailored orders.
Regarding the comments about barcoding and fulfillment technology, we want to clarify that all orders are processed, scanned, and tracked through our internal warehouse management system. The only stage where no UPS tracking number appears is during the cross-border handoff, because the carrier creates the label once the shipment is received at the U.S. facility. This is standard practice with consolidated international transfers and does not reflect a lack of technology or tracking.
We understand that receiving the tracking email on October 7 made the process feel longer, and we are working on clearer communication around the cross-border stage so customers have more visibility throughout the process. Thank you again for your feedback. We are continually working towards improving our logistical and customer service experience.
This is disheartening to hear. Please reach out to our CS Manager Deanna at dnicol@spierandmackay.com she should be able to help resolve this and dig into the issue.
There has been delays with both CBSA and CBP at the US border clearing through to the USA that has added 3-5 days processing before reaching the US Warehouse. Apologies for the delay. We can have the package expedited from the US warehouse once it reaches.
2 Blazers, shirts coats
I'm writing a review as I've bought from these a number of times and even with shipping and import duties the price to quality is unbeatable. I'm baffled by the negative reviews on here.
Size charts are extensive and not everything is cut for me but you're not getting anywhere close to their quality for the price elsewhere
I last bought a MTM jacket and they were able to make accurate adjustments based on fit photos of other products. When every other online MTM but suitsupply say it is impossible to change
13 May 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for the support!
I ordered an Ulster overcoat on line…
I ordered an Ulster overcoat on line which I liked. Tried calling customer service for days without a response in order to clarify sizing which is at best confusing.
Although there is a customer service phone number on the website no one answers...or pin hangs up...or directed to send emails. Then I called the retail store many times and got no one to pick to pick up the phone. The whole experience has been very unsettling. The coat arrived and does not fit issue still isn't resolved
27 August 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for taking the time to share this feedback. We’re sorry that connecting with our team felt so difficult, that’s not the experience we want for anyone, especially when you’re trying to confirm sizing before placing an order.
Our phone system does direct calls to voicemail during periods of high volume. Those voicemails are monitored throughout the day, and our team calls customers back as soon as possible. In this case, we didn’t receive a message from you, which made it harder for us to know you needed assistance. That said, we understand how frustrating it must have felt to try several times without getting through, and we’re reviewing our coverage to make this process smoother.
Regarding your Ulster coat, we understand how sizing can feel confusing with garment measurements. We’re glad you’ve since connected with our support team. We’ve made a an exception to accept the return and arranged a call with one of our product specialists to walk you through sizing and help you select the correct fit.
Thank you again for bringing this to our attention. Your feedback helps us improve, and we appreciate the opportunity to make things right.
Poor ordering experience
Poor ordering experience. They took more than 10 days to process and created a label and canceled the order within a few hours saying "UPS lost the package". Via tracking, the UPS didn't even pick up the package. Their logistics is a mess. Not recommended. Try Suitsupply
25 July 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for taking the time to share your feedback. We’re sorry your order experience felt unclear, we understand how frustrating it is when a package doesn’t arrive as expected.
After reviewing your order, here’s what occurred:
Your order was processed and shipped from our facility within our typical timeline.
Our standard processing time for U.S. orders is 7–9 business days, as cross-border logistics and handoff to our third-party U.S. warehouse add additional steps before UPS takes final delivery.
Business days refer to Monday through Friday and do not include weekends or holidays.
UPS scanned your package into their system but did not complete delivery.
Instead, UPS simply returned the shipment to our U.S. warehouse partner in New Jersey without reason.
The warehouse then automatically sent the package back to us. Because no notification was given about the misroute, it appeared to us as a standard return, and our team processed your refund immediately upon receiving it.
This type of carrier misroute is highly unusual. We ship several thousand packages to the U.S. each month without issue, and this is not representative of our normal process. We are working closely with UPS and our U.S. warehouse partner to ensure that any returned packages are re-shipped immediately and that we are notified if something out of the ordinary occurs.
We’re genuinely sorry for the inconvenience and the lack of clarity around the tracking.
Excellent customer service.
I had an issue with a delivery, not Spier and Mackay's fault, and their rep Deanna dealt with it quickly and sorted everything. In addition to going above and beyond with customer service, they have high quality clothes that I am very pleased with.
6 June 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for the support!
The two shirts I bought from S&M have…
The two shirts I bought from S&M have become my two favourite shirts. The wool trousers I bought are my favourite trousers. I bought a jacket, but I didn't like it, so I returned it. I'm in the UK. The quality, cut and details are really good for the price they charge. Recommended.
14 November 2024
Unprompted review
Reply from SPIER & MACKAY
Thank you for the support!
Embarrassing customer service, average suits
Embarrassing, rude, and unhelpful customer service; they will send you the wrong product and make it seem like you're at fault. Their suits are okay, but absolutely not worth it due worst-in-class service, shipping, and greed.
30 March 2025
Unprompted review
Reply from SPIER & MACKAY
Thank you for sharing this feedback. We’re sorry to hear this was your impression.
We take order accuracy and customer service seriously, and when an incorrect item is ever shipped, we issue return labels and resolve the matter promptly. In the case you’re referencing, our records show the issue was acknowledged, return labels were provided, and the return was processed without dispute or hostility.
We also strive to be fair and transparent in all interactions. If there’s something we missed or could have handled better, we’d genuinely like to review it. Please reach out to our support team with your order details so we can investigate and make this right.
We’re continually improving our service, shipping, and support processes, and feedback, positive or negative as this helps us refine that experience.
Worst customer service
I like their suits - great fit, quality and price.
However, worst customer service I've ever received. They treat you like you're a charity case or like you're unreasonably asking for something for free when you are a paying regular customer.
Seinfeld's Soup Nazi episode comes to mind.
They've lost my custom for intentional rudeness and hostility.
I'd rather shop from another company that makes suits of the same quality for a higher price tag who treat their customers like they're valued than shop with S&M ever again.
1 November 2024
Unprompted review
Reply from SPIER & MACKAY
Hi Daniel,
Thank you for taking the time to leave a review. We're genuinely glad to hear that you appreciated the fit, quality, and price of our suits — that’s something we work hard to deliver.
We’re sorry to hear that you felt your experience with our customer service was negative. After reviewing your communication with our team regarding your November 2024 order, we’d like to clarify a few key points for anyone reading.
The issue you raised was regarding the color of an overcoat you received, which you felt did not match the product photos on our website. Our representative responded professionally and respectfully, explaining that our photos are taken in a studio setting with professional lighting, which can make colors appear differently than in dim or indoor lighting. That said, we offered our standard return instructions, so you had the option to send the item back for a refund.
However, it appears that the main frustration stemmed from your expectation that we refund part of the customs duties and taxes you paid. Since you chose to opt out of our pre-paid duties and taxes service at checkout and elected to pay them directly to your local customs office, we are not able to refund those fees — they are assessed and collected by your country’s government, not by us. We also informed you that if you chose to return the item, you could reach out to your local customs authority to inquire about recovering any applicable duties.
Additionally, we want to clarify that during your first order, you asked us to under-declare the value of your shipment to avoid higher import fees. As a company, we are legally obligated to declare accurate values on all international shipments and cannot comply with requests to alter customs documentation.
Lastly, we’ve reviewed all correspondence and found no instance where our staff were rude or hostile. Our team strives to provide courteous, honest, and professional service — even when we are unable to fulfill a specific request.
We understand this may not have been the resolution you were hoping for, but we stand by how the situation was handled. Thank you again for your past support, and we wish you the best going forward.
Spier & Mackay is my go-to brand
I love shopping from Spier & Mackay. I've been purchasing their products for several years now, and I've never been let down. They have a wide array of formal and casual clothes and accessories and they have a great fit and house style dialed in. Their support has also been pretty unparalleled whether I've been getting updates through email, Instagram, or over the phone. They're my go-to whenever I'm looking for new clothes. It's the rare company that can get you both the best quality and best price and still maintain a great level of service. I wholeheartedly recommend Spier and Mackay to any guy looking to upscale their wardrobe.
10 April 2025
Unprompted review
Reply from SPIER & MACKAY
Thanks so much for the support and kind words!
Great tailored wear!
Spier and mackay has the best tailored wear and dress shirts for the money. their knits are also top notch. They’re my go to for tailored trousers in a variety of fabrics for each season. The customer service team has been very helpful, even going so far as to extend a return policy due to a shipping issue.
9 April 2025
Unprompted review
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