Fantastic varsity jacket, I'd purchased for my husbands birthday back in 2024 (apologies for late review). It arrived so nicely packaged and with great care.
The jacket is fantastic, my husband absolutely loves it and has wanted one for years! I made sure I measured him properly before buying, and the measurements were spot on. He looks fantastic in it and says he feels so proud walking down the street in it.
We loved the little free gift of the leather notebook - how delightful 😊 He will use that often in his work. Thank you!
Thank you for a beautifully made, quality jacket 😍
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,
KK
Kevin K.
They are great
Got a ton of emails back from them, talking back and fourth. Their leather looks good and feels good. They give some pretty good advice to get your size right. I might have gotten it wrong still but I think they will help with it.
RE
Rita Eaton P.
We ordered a custom fit jacket
We ordered a custom fit jacket. The Jacket was perfect. Very soft lambing with no imperfections. Also the fit was perfect also. I can't say enough good re: this company and the service.
LZ
Lindsay Z.
I loved the jacket!
I loved the jacket! After I fumbled the sizing and the return, Sam’s after-sales service was unfailingly prompt, courteous and efficient - I cannot fault The Jacketmaker on quality of their product and their support.
PJ
Pedro J.
I received my jacket with a defect and…
I received my jacket with a defect and I wasn’t happy at all, I contacted their customer service and immediately I received an answer from Sam,immediately he offered to help whit whatever he could to solve my problem. He was awesome, enough for me to recommend this place to anyone that’s looking for a great quality leather jacket. I rarely leave reviews but I’m extremely satisfied with they way that took care of me.
