The Jacket MakerReviews of thejacketmaker.com

About six months ago, I received my Double Monk Strap shoes. They looked fantastic and fit perfectly. My first order (wide-fit EU44.5) didn’t quite work out, and after a long wait, I had finally received my replacement pair, which turned out to be a free upgraded made-to-measure pair crafted just for me. While the process took much longer than expected and communication could have been better, I truly appreciated the extra effort from Sam, Max, and the team. The quality and service overall exceeded my expectations despite the wait.

I ordered a custom jacket from The Jacket Maker and was very disappointed with the result. When I complained, the company assured me in writing (Jan 10, 2025) that if the replacement jacket did not meet my expectations, they would issue a full refund right away. I accepted the replacement in good faith, but it also failed to meet my expectations (color and fit were off). When I asked for the refund they had promised, they refused and hid behind their “no refunds on custom orders” policy—directly contradicting their own written word. I’m very disappointed in how this was handled. I gave them a chance to prove their quality and promises, and they did not follow through. If you’re considering ordering, be very cautious. update 8/27/2025 I want to share my full experience with The Jacket Maker because it has been both hopeful and very disappointing. I ordered a custom Victorian-inspired jacket that I wanted to also wear as a vest — something adjustable and versatile so I could enjoy it in both my more masculine and feminine styles. This was meant to be a very meaningful piece for me. The first jacket I received actually had the perfect color, and the design was close to what I envisioned. Unfortunately, the dye bled badly, and the overall finish wasn’t holding up — making it unwearable despite how much I liked the look. The company offered to make me a replacement, and I agreed only because I had been given a clear written promise: if the new jacket did not meet my expectations, I would receive a full refund right away. That gave me confidence they stood by their quality. When the replacement arrived, the leather treatment was improved and didn’t bleed, but the color was noticeably different from the first version and no longer matched what I wanted. The adjustability and fit issues were still unresolved. I raised these concerns multiple times, but instead of honoring their written promise, I was met with delays, contradictions, and reminders of their “no refunds on custom orders” policy. It was deeply upsetting to feel that their word was being ignored. After months of back-and-forth, I finally filed complaints with the BBB and posted on Trustpilot. Only then did management step in, acknowledge that the refund had indeed been promised, and issue the full refund. I do appreciate that resolution, but it should not have taken public escalation for them to keep their word. To be fair: the leather on the second jacket did feel nicer, and I don’t believe The Jacket Maker is a scam. Perhaps I simply had bad luck with my order. Still, it’s very sad to me personally — I truly wanted this jacket to work, and I had been excited to have a custom piece that reflected both sides of my style. In the end, I’m glad the refund was honored and that I was allowed to keep the jackets, but I won’t be ordering again. I wish the company well and hope they improve both their process and their communication, so future customers don’t go through what I did.

I am giving five stars for The Jacket Maker responsiveness and prompt action. On the plus side, the leather quality is good and the outside quality looked good and nice. I ordered wide, but the shoes were narrow and did not fit. The Jacket Maker offered to refund my money or resend me new shoes and a discount for the inconvenience. Based on this experience, I recommend TJM without reservations. Note: original review updated based on TJM’s prompt response and action.

If I could give a MILLION negative stars, I absolutely would. This was hands down one of the worst experiences I’ve had with a seller. Not only were they unable to create the custom jacket I ordered, but they were also dishonest and deceitful throughout the entire process. The jacket they tried to pass off to me looked nothing like what I requested. I showed it to multiple people — not a single one thought it resembled the design I asked for. The quality looked terrible, the construction seemed very sloppy, and the overall look was far from what was promised. Don’t be fooled by the polished photos on their Instagram — reality is a whole different story. Unfortunately, I can’t post photos here, but I wish I could — it would speak volumes. Trust me, it was bad. Thankfully, I disputed the charge through PayPal and won. Got my full refund. (Huge thanks to PayPal for having my back. 💪 Thank you PayPal for protecting buyers from scams like this.) Important note: I refused to accept the jacket. There was no way I’d wear something that poorly made — it was a mess and honestly embarrassing. Bottom line: STAY FAR AWAY from this company. Don't waste your time, money, or energy. UPDATE AS OF 19 AUGUST 2025: Sam, the Customer Support Manager emailed me privately after seeing my review here. This is what I have to say. Sam, Once again, the reply you (or someone from your company) posted here on my Trustpilot review is misleading and deceitful. What you've written publicly is not only inconsistent with what you admitted to me privately over email — it’s a clear attempt to twist the facts. Let me be absolutely clear: the boxy/oversized fit was NOT an afterthought. The design I approved was clearly boxy/oversized from the very beginning, and I’ve made that point repeatedly. You admitted the oversight your company did on the email. Yet this public response ignores this entirely and continues to misrepresent the situation. You acknowledged the truth in private — so why not say the same thing publicly? If your company values transparency as much as it claims to, then act accordingly: correct your response and state the facts as you did in our private communication. Also, I never complained about the colour of the final product, so I’m not sure why your response falsely suggests otherwise. Please stop putting words in my mouth. Until you correct your public statement and accurately reflect the conversation we’ve had, I will not be recommending your company to anyone. Integrity matters — and right now, you’re falling short. (I really wish I could post the photos here so people would know how different the final product was from the custom design I approved.)

Outstanding service and quality of product. I was concerned with obtaining the jacket on time, but I was pleasantly surprised it came within reasonable time. The fit was perfect, it was tailor made with solid attention to detail, all the measurements I gave was verified and they even suggested improvements so that the fit would be prefect. Communication was a key factor in the process, I can say with confidence Sam and team took great care and provided prompt responses to any query I had. The final product I received was luxurious and blew me away. Basically you are getting a luxury product without the poor quality they offer you just because it’s pumped out in volume. This is custom tailored and built for you, that’s luxury at an affordable price. Honestly I am going to purchase more products and for those people who are calling this polyurethane or fake, no one is forcing you to buy it. I am happy with it and this is a honest business which has earned my trust and I am happy to share this review to share my experience with others that want to luxury products at a reasonable price. And a super thanks to Sam and team, you guys are awesome!

Very smooth exchange process. Their customer service agent Sam was outstanding in his professionalism and follow through. He made extra effort to help ensure the right size during the exchange process and also followed up on the delivery to make sure that we received the correct item. Quality of the leather and the great classic cut of the jacket were other positive points. Will not hesistate to buy again from them!

unique jackets crafted beautifully in lush leather. Such an amazing piece. The quality is excellent, the craftsmanship is superb. Had a bespoke made version and these guys were really attentive. excellent supplier. Highly recommended!

The quality is very good and delivery is fast.