The jacket was not dyed properly. Aftercare customer service was helpful and sent a replacement. Sadly there’s no quality control as this is coming directly from Pakistani jacket maker and again the replacement was poorly dyed. I would avoid this company like the plague. Such a waste of money and time.
Response from The Jacket MakerDec 22, 2025
Hi Michael,
Thank you for sharing your feedback. We are truly sorry for the frustration this experience has caused and understand why this has been disappointing.
This is not the level of quality or consistency we aim to deliver, and we regret the time and effort you had to spend raising the concern more than once. Please rest assured that your case is being handled with priority, and we are actively working with you to reach a resolution you are comfortable with. Your concerns have been taken seriously and are being addressed directly.
We appreciate the time and patience you have given us throughout this process and regret that the experience so far has fallen short of what you should have received.
Best Regards,
LQ
Lesley Queen D.
If I could give a MILLION negative stars…
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.)
Response from The Jacket MakerAug 18, 2025
Hi Lesley,
This is Sam, I’ve already reached out to you via email, but I also wanted to respond here and sincerely apologize for the inconvenience you’ve experienced.
I understand that the final product didn't meet your expectations, particularly with regard to the fit. Our standard process is to make the jackets in a regular fit unless specified otherwise. But since your reference pictures showed oversized fit, we should have confirmed this with you before production rather than proceeding with the regular fit, as our standard process. I sincerely apologize for this oversight.
Regarding the color, as I explained in my email, I did not mean to imply that you had raised any concerns about it. I mentioned it only because I felt the difference in color might also contribute to why the jacket looked different from your reference photos. My intention was simply to let you know that, should the shade not be to your liking, we could adjust it. I regret that this caused confusion.
Please know that customer satisfaction is very important to us. I’ll continue working with you directly over email to find a resolution that you feel fully satisfied with.
Thank you,
SB
Sterling B.
Fake Leather
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,
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,
KS
Kal S.
There's no support on the website/ Fake leather
I ordered a standard size L jacket and needed to exchange it for a size M. It should be something simple to do, but the support team is either very slow or simply doesn't care. It's been a week since the exchange was approved on the website, but I haven't received any guidance on how to proceed. I don't recommend buying from this website, the support is non-existent, it's a shot in the dark. I am extremely frustrated with my experience.
UPDATE - 21 February 2024
After many complaints, they sent me another jacket, apologizing for the delay and lack of support in exchanging the jacket. But the new jacket they sent me is made of synthetic leather, so much so that it doesn't even have a label indicating that it is real leather. I don't know if they think they can fool people by sending synthetic leather as if it were real, but not everyone is uninformed. They know so well that what they sent me is synthetic leather that they removed the label from the jacket that says it is real leather, because they know that it is a crime to sell fake leather as if it were real. I am very sad to know that such a big brand like this, with so much potential, does this to people. I hope they improve.
Response from The Jacket MakerFeb 21, 2025
Hello Kal,
Thank you for taking the time to share your experience. We sincerely regret any inconvenience you may have encountered and appreciate the opportunity to clarify the details of your order.
Your exchange request was received on February 11th, and as part of our standard process, we requested a few measurements to ensure the correct fit for your replacement. Upon size confirmation, we processed your replacement order on February 14th—three days after your initial request. We also sent an email to confirm the processing of your replacement order.
Regarding the replacement jacket, we’d like to assure you that all our leather jackets are made from full-grain, real leather. We do not use faux or synthetic leather in any of our products. If you have any doubts about the material, we encourage you to have it examined by a local leather specialist for verification.
That said, we take customer feedback very seriously and are truly sorry to hear about your concerns. Our team will follow up with you via email to address any further questions and ensure your satisfaction.
Thank you for bringing this to our attention.
Best regards,
Update: We’ve been actively reaching out via email to better understand and resolve your concerns. However, we haven't received a response. As a result, we are closing the ticket for now. If you still need assistance or have any further questions, please don’t hesitate to reach out—we’ll be happy to help.
Best,
AN
Andrew
Horrible experience all the way around
Asinine, deceitful and scummy. I bought a size large jacket and I couldn't hardly put it on it was so terribly sized. But no big deal, I'll just get an XL and fix it. I return/replace it and the XL isn't even close to true fit either. I requested a refund when I returned it as the website says 30 day returns. Their customer service is HORRIBLE. They are trying to gaslight me and say that I'm outside the 30 days return window and are trying to use my first jacket receipt for the return of the second jacket. Just an awful and deceitful way to do business. Avoid like the plague.
Response from The Jacket MakerFeb 13, 2025
Hi Andrew,
Thank you for reaching out and sharing your experience with us. We sincerely apologize for any inconvenience you’ve encountered and appreciate the opportunity to address your concerns.
To provide clarity regarding your order history:
- Your original order was delivered on November 11.
- Due to sizing issues, you returned the item on December 3, and we issued a store credit on December 5, along with a partial refund as a gesture of goodwill.
- You used the store credit to place a new order 26 days later, selecting a different product and size.
- This replacement order was returned 20 days after delivery.
We completely understand your frustration and want to be transparent about our policies. Store credits are issued as an alternative to direct refunds and, once used, cannot be converted back into monetary refunds. This is a standard practice across e-commerce platforms to ensure consistency and fairness. Additionally, refund requests are subject to certain time limitations, and in this case, the request was made 80 days after the original order date.
That said, your satisfaction is our top priority, and we’re committed to finding a resolution that works for you. A member of our team will be reaching out shortly to discuss potential next steps and ensure we assist you in the best way possible.
Thank you for your patience and understanding as we work to resolve this matter.
Best regards,
EM
Emory M.
The jacket maker and THE REAL TRUTH
AGAIN EMORY MURRY:A Response from the jacket maker…They want me to retract my review on TRUST PILOT…..They offered me $40.00 and two zippers and I must retract my review on TRUST PILOT.I must admit I thought about because I don’t like any kind of negativity…And you have to pay $5.00 to retract your review on trust pilot,that being said …..The truth should not be hidden: I have paid WELL OVER THE PRICE OF THESE TWO VEST IN REPAIR AND TRAVEL…$160.00 just to repair with the correct machinery because of material and over a hundred miles for price and quality of workmanship…AND YES THEY OFFERED ME $40.00 two faulty zippers and retract my review here on this platform…..YOU HAVE NO IDEA HOW MUCH TIME I SPENT TEXTING THIS COMPANY TRYING TO SOLVE THIS PROBLEM…..they created,and still texting at this very moment because in 24HRS THEY WANT ME TOO ACCEPT THERE OFFER…..And for a moment I thought the zippers would correct the problem…….BUT THEY ARE THE SAME ZIPPERS ON THE VESTS AT THIS point and time…..All this TIME now I get this offer from there customer consumer branch……Who should been talking to me period……This Company is a WASTE OF TIME AND YOUR MONEY……I will STAND ON THE TRUTH WHICH IS MY FOUNDATION…….EMurry
Response from The Jacket MakerFeb 4, 2025
Hi Emory,
Thank you for reaching out and sharing your experience with us. We truly appreciate your feedback and sincerely regret any inconvenience this has caused you. Please know that we are committed to making things right.
After reviewing our conversation, I want to address your concerns directly. Each of our products undergoes a rigorous quality control process before shipping. Unfortunately, the vest you received had a stitching defect that should not have passed inspection. We sincerely apologize for this oversight and appreciate you bringing it to our attention.
To resolve this, you initially requested replacement zippers and mentioned that a local seamstress could fix the issue for a $25 fee. In response, we issued a partial refund of $40 and shipped the replacement zippers so you could proceed with the local repair. However, we also want to ensure you’re fully satisfied with your purchase. If you’d prefer, we are happy to send you a new vest. All standard-size orders are eligible for a replacement or refund within 30 days of receipt.
We will also be following up via email to ensure this matter is fully resolved to your satisfaction. Please don’t hesitate to reach out if you have any further questions or concerns.
Once again, we apologize for the inconvenience and truly appreciate your patience and understanding.
Best regards,
JM
James M.
Beware their returns policy.
Beware their returns policy.
They will not give you a full refund. They will try to fob you off with a gift voucher. Completely against the law and useless if you don’t intend to buy another jacket. Stick to your guns and only accept a refund, it is your consumer right in the UK even if they say that they sold in the Sale or Black Friday, and they claim that they had made it clear that returns meant only gift voucher.
For £300, the product was lower quality than expected. It comes direct from Pakistan which I hadn’t realised - which made delivery longer. I found the sleeves too tight - definitely could not get my arms in with a jumper on. The body was too long and the leather was not the best. But this is a £300 jacket not a £1000 one.
The returns issue left a bad taste and made me feel that they are quite a sharp company and not really interested in customer service
