cj
Poor Quality, Terrible Service, Please Stay Away
My journey with Jacket-Hub began in December 2023 when I ordered my initial jacket (Star Trek Picard Field Jacket). Upon arrival, they included attached pins which punctured the jacket despite the stock photos not including them. Upon contacting sales via email (also phone attempts with hours of wait time), they required a $60 charge for a remake. I also made the mistake of ordering another jacket in a different color. In March 2024, the second jacket arrived with it too having items attached despite my customization request and they required me to pay another $60 for a remake. Mind you, my first reorder had yet to arrive and was eventually in hands in May 2024. This jacket had the zipper reversed and I gave up attempting to fix it. Today on 07/15/2024, my second jacket reorder arrived to specifications, but it has a scuff mark on the back that has torn the leather to its base. Additionally, when comparing my original jacket to the replacements, the quality of materials used had dropped significantly (almost no cotton in the inner lining, thinner/discolored leather, lower quality zippers that get caught) going from a wearable jacket to a costume prop. In conclusion, despite their 7 months' of attempts to resolve my issue, I cannot endorse their product or company. While their customer service rep is friendly, the rest of the operation is not worth your time. (est: $366 "wasted" | 2 Jackets: $123.00 each; 2 Replacements: $60 each) Update: Despite follow up emails and a promise to provide an "unspecified" refund. No return has been received after 2 weeks with follow up email inquires ignored. Please disregard their initial response of concern as it appears they are merely words for repair marketing, and ultimately unfulfilled promises.
Response from jacket-hub.comJul 18, 2024
We deeply regret the numerous issues you've encountered with our products and services. Your experience falls far short of the standards we strive to uphold, and we sincerely apologize for the distress and inconvenience caused. We are truly sorry for the poor quality and repeated mistakes in fulfilling your orders, as well as the excessive delays and additional charges you faced. Your detailed feedback highlights several areas where we need to improve significantly, and we take your concerns very seriously. Please allow us to address the issues you've raised: Quality and Customization Issues: We apologize for the punctured jacket and the attached items that were not part of your customization request. We are reviewing our quality control processes to ensure this does not happen again. Communication and Customer Service: We understand your frustration with the delays and the additional charges for remakes. We are working on improving our communication and response times to better serve our customers. Material Quality: The decline in the quality of materials used in your replacement jackets is unacceptable. We are addressing this with our suppliers and production team to ensure higher standards are met consistently. We recognize that a refund is necessary to make amends for the trouble you've endured. We will reach you back shortly to find a way out from this problem. Once again, we are very sorry for the negative experience and hope to regain your trust in the future. TEAM JH