Ordered, paid and shipped within a week, but what arrived from Pakistan reeked of polyurethane and was clearly a fake. Struggled to return it. Multiple online companies using same source. Refund through PayPal was quick.
Response from The Jacket MakerAug 6, 2025
Hi Sterling,
We’re genuinely sorry to hear that you were unhappy with your experience. I’ve reviewed your case along with the full conversation, and would like to address your concerns here as well.
While it’s unfortunate that the product did not meet your expectations, we want to assure you that the jacket you received is made from real cowhide leather, as advertised. We also encouraged and welcomed you to have it independently tested to confirm its authenticity, as we stand firmly behind the quality and materials of our products. Please note that cowhide leather tends to be firmer and stiffer than other types, such as sheepskin or goatskin, which can feel softer and lighter. If you prefer a more supple feel, a sheepskin leather jacket might be a better fit for you in the future.
Additionally, in light of your concerns, we had processed a full refund prior to receiving the returned item as a gesture of goodwill and to ensure a smooth resolution.
Our team is committed to offering quality products and supportive customer care. If there’s anything else we can do, please feel free to reach out; we’re always here to help.
Warm regards,
TE
Terrie
The customer service was outstanding…
The customer service was outstanding especially when I had to exchange a size - it was totally fuss free with assistance given on sizing. The jacket is exactly what I wanted, beautifully made with high quality materials. 10/10
HA
Harrison A.
SCAM DO NOT USE THIS COMPANY
SCAM DO NOT USE THIS COMPANY
Response from The Jacket MakerJul 1, 2025
Hello,
We’re sorry to hear you feel this way. Please know that we are a legitimate business and take such claims very seriously. We’re committed to providing quality products and excellent customer service to all our customers.
If you’ve had a negative experience or believe there’s been an issue with your order, we’d appreciate the opportunity to resolve it. Kindly reach out to us with your Order ID or the email address used at checkout, and our team will be happy to assist you promptly.
Thank you,
EL
Elyse L.
Product is legit, but communication was awful
I submitted an order (with payment) for a jacket with custom measurements, based on one of their existing designs, on January 27th. After months of back-and-forth with customer service, and another 12 weeks (!!!) for design and construction, I finally received it on June 13th. The jacket itself is great, but it was absolutely not worth the hassle and delays of going back and forth with customer service and inability to communicate directly with the tailors. I will be choosing a more transparent company in the future, even if it costs more.
From the start of the process, it was clear that I was speaking with an intermediary customer service rep who was passing along information overseas, and I was never able to communicate directly with the people actually involved in the design and making of the garment. Multiple times I asked to discuss or confirm particular measurements with the tailors themselves, but I never received any answers to my questions or confirmation that they understood my more specific instructions (like needing extra room in the bust). I included lots of photos of existing jackets, lots of questions, and I never received specific responses to any of it - the rep just said they "passed it along", but none if it was ever addressed or answered. Finally I realized I was getting nowhere and the only way they operate is by plugging numbers into a formula, so I just made the calculations myself and gave them exact numbers as best I could even though I have no tailoring experience and have no idea how to choose the right armhole size etc.
Once the measurements were finally confirmed, I was told it would take 12 weeks of design and construction, even though the website says 4 weeks for an existing design with custom measurements. 12 weeks is for a brand-new custom design! All I did was ask for a shorter length and custom measurements on an existing design.
Multiple times throughout the process I asked for photos of the process, or any communication whatsoever from the garment makers, and got nothing. I was worried for months I'd paid $400 for a scam. Finally, in May, they sent photos of the FINISHED product - too late to make any changes if there had been a major mistake. The photos were pretty bad so there were another few weeks of back and forth while I asked to compare zipper colors (I'd asked for "brass or gold" because I didn't know the options, they picked gold without asking me or showing me a comparison, the result in final photos looked terrible at first but luckily in person the gold looks fine) and check armhole measurements (they didn't give me the specific photos I asked for but there was clearly a language barrier so I just gave up and said ship it).
Oh, and the most annoying thing: when I first sent in questions about making an order, the customer service rep emailed me every other day telling me to submit and pay for the order. Once I had paid, it took a week or longer to reply to each of my messages, which is why the above back-and-forth took so many months.
After five months of awful communication, I was shocked that the jacket I received is actually pretty great. It first perfectly, probably thanks to my own extra diligence on the measurements; if I'd gone with the tailors' initial recommendations, it would not have fit. I can't speak to the quality since I don't have other leather jackets for comparison, but all the hardware works and the leather feels soft.
Response from The Jacket MakerJul 1, 2025
Hello,
Thank you so much for taking the time to share such a detailed and thoughtful review. We genuinely appreciate your feedback, and we’re glad to hear that the final jacket met your expectations in terms of fit and quality. I've personally reviewed your order and would like to address your concerns directly.
First and foremost, we sincerely apologize for the communication issues and extended timeline you experienced. While custom orders do take longer than standard made-to-measure items, we understand your frustration. To clarify, the 4-week timeline listed on our website applies to made-to-measure jackets without design modifications. For custom orders involving design changes, the estimated production time is 5–12 weeks, as noted on our site.
In your case, the customization was minimal, so the production should ideally have taken around 6–7 weeks. However, the primary reason for the delay appears to be the extended back-and-forth required for measurement confirmations. You were in communication with our design consultants, who are trained to handle customization queries and are also experienced enough for fit-related queries. However, for any technical tailoring decisions, they get in touch with our production team. We intentionally maintain a single point of contact for our customers to streamline communication and minimize confusion, which is why we don’t connect customers directly with tailors.
That said, we fully acknowledge that you deserved clearer, more proactive communication throughout the process. Your persistence, attention to detail, and patience played a huge role in achieving the final result and we truly appreciate the effort you made to ensure the garment was right for you.
Thank you again for your honest feedback. It’s instrumental in helping us improve, and we’re already taking steps to address the issues you’ve highlighted.
Warm regards,
JG
John G.
Measure yourself correctly.
The jacket is of excellent quality, the customer service is also great.
The problem is I measured myself wrong. It's my own fault, however I'm not a professional. I just wish I just took a size large instead of trying to measure myself.
BR
Brandon
I was very skeptical about this…
I was very skeptical about this company. The address leads to a Indian Bridal Shop(or something similar) The fulfillment center is based in Pakistan. That was the final straw for me. I got scared and did a chargeback on the company. They communicated with me and asked why. When I told them my concerns, They told me they would only ask for payment once I received and was happy with my order. ( I don’t recommend you do this, as they are legit. But it’s what I did) I have never received so good and wonderful customer service. While about a day or two for a response. It is still a good thing to encounter. I will be back for many more orders also once my order was shipped it went from Pakistan to Germany and landed in the US and delivered to my door in Indiana in TWO days by DHL.
I hope I can settle some peoples nerves as Pakistan gets a bad rap due to the news. There are still people there trying to make honest work.
PE
Peaves
Quality and service, with weird customs practises
Received great customer support all throughout the process. I was slightly worried with certain unconventional practises. The main thing to keep in mind is that you'll have to pay your VAT/Duty but they will refund the money to your paypal. Atleast this was the case when ordering to Finland through their EU site. It's inconvenient for the customer but in the end I got a quality jacket from a quality company, and I couldn't be happier with the end result. Taking one star away for the customs hassle. I know this can be arranged so that it's pre-paid so I don't know why they haven't done it yet.
Response from The Jacket MakerApr 17, 2025
Hello,
Thank you for your thoughtful review and kind words about our product and customer support. We’re pleased to hear you’re happy with the final result.
Regarding the customs issue – you're right, and we appreciate you highlighting it. For EU orders, we typically use the courier’s DTP (Delivered Taxes Paid) service to ensure duties and VAT are prepaid. In this instance, it looks like that step was unfortunately missed, and we completely understand how that added unnecessary hassle.
Your feedback is invaluable and helps us improve. Thank you again for your support.
Best regards,
AH
Abu H.
3.0/5.0
The Finish & Fit are perfect.
Communication speed and delivery time needs improvement.
Customer support is slow but eventually they do respond.
Price - too high for customized jacket.
