The Jacket MakerReviews of thejacketmaker.com

I ordered a custom leather trench coat in August 2022. In October I enquired about my order and advised that it had been delayed, but would be completed within 7-9 days. Unfortunately, that period has passed and there is no sign that my order has been completed. I have no complaints about the support service, which has responded fairly quickly, but I wouldnt have placed the order had I known how long it would take to fulfil I had wanted the coat for a very special occasion, but that has now passed I have reluctantly had to ask for my order to be cancelled and a full refund requested. I hope this is processed quickly. I am sure that many people have had very positive experiences with this company, but from my own perspective, I've been very disappointed. Update: The company provided me with a firm date that my coat would be shipped by, and promised a full refund if that date wasn't met. In fact, my coat arrived with me today, one day ahead of the promised shipment date, so I'm much happier with the service. As for the coat, we'll it fits perfectly and looks fantastic. Maybe the leather could be a little better quality, but for the price I have no complaints. Don't get me wrong, it's not paper thin, and I'm certain it will last a good few years, but if you want a full grain leather coat, maybe this isn't it.

I chose to have The Jacket Maker create a custom jacket for me. The jacket design was exactly as I had drawn and requested. The fit was perfect, and the leather color was exactly what I was looking for. So, the quality of the product was 5 stars, but it took a lot longer for them to complete it than the advertised 8 to 12 weeks. It was around 18.5 weeks. So, I subtracted one star for long production time. Communication was excellent. They even asked me to repeat the shoulder and sleeve measurements, as based on their experience the proportions of my measurements were a little off. Those 2 measurements are difficult to do on oneself, and when I repeated them their suggested measurements were correct. Overall, I received a very high quality custom leather jacket. I will likely buy from them again!

Mixed experience. Had to wait 2 months for the made to measure jacket to arrive but there was reasonably good communication. The jacket is actually very nice and the quality is very good also. Leather feels and smells premium. Be prepared to be a bit more patient with made to measure orders.

Originally I would have given only one star as the jacket was a poor fit and too tight on the upper hip to do up the zip. Then it was going to cost over $100 to send it back. Amazingly, they sent me a courier voucher and replaced the jacket with one that is a perfect fit. I think that any company the makes sure they get it right in the long term is pretty good.

As described below, this was not a smooth process; however, after receiving a full refund from The Jacket Maker they insisted on providing my jacket as a customer service satisfaction effort. The jacket arrived about one week later and is really nice. It fits well and was just what I was looking for. Thanks to Fred and Shawn for taking care of this! Was a little leery of this company based on the inexpensive costs; however, I did some research and decided to order with them. Unfortunately, as some of the reviews I read stated, their customer service was extremely slow and not particularly helpful. I provided all of the measurements required and all were taken based on their instructions. A week later, I received an email asking for more/new measurements as the ones I provided indicated my jacket size would be 6XL. Keep in mind, I'm average size and weight, but do weight lift which makes my shoulders and arms a little larger than most. Not believing they would provide a jacket that would fit, I asked to cancel the order and for a refund. No response for 5 days. Since I paid via Paypal, I initiated a dispute. Several days later, I received an email from them stating that a refund would be provided once I revoked my Paypal dispute. What a sham. They know if I revoke the dispute that I no longer have recourse against them for a refund should they decide not to provide one. Be very careful with this company. I would not recommend.

Ordered a jacket online, sadly was not amazing size wise but I was offered a free return or I could pick several other options, such as a discount on getting it tailored to my size. I ended up just returning the jacket as I had found another in the meantime. The shipping to the UK currently takes a while and to return you need to go through a manual process but it does all work, it's just a little slower. This is mainly because the pandemic that has delayed some of their processes. 4 starts instead of 5, because the website and the information can definitely use an update regarding the information. The website says you can expect import charges, while this is not the case for UK and the free return was difficult to find. The note inside the parcel even stated that returning would be at my own cost, but when you contact support it isn't. All in all, good company and from my point definitely trustworthy, but could do with some improvements around communication

Placed an order with custom size jacket, promised to deliver in 4 weeks but they took 8-10 weeks. Size is perfect - 5 Star Quality - 4 Star, corners are not properly stiched Problem with Zip, Not smooth. Getting stucked looks like cheap quality fake YKK zipper Customer Support - 1 Star (delay in response) Price- 3 Star Delivery - 5 Star Update: Shawn will refund 20$ for fixing Zipper locally.

Update to review below (and change to experience rating): I was awaiting a response to an exchange and hadn't received a response in 3+ days. Since then Shawn at The Jacket Maker has given my exchange and account high priority, and they have rectified my issue. I will state again that the quality of the jacket is excellent, and they have definitely resolved the customer service issue. Order with confidence. Original review: Ordered a Dean leather jacket in black, a size up just like their website suggested. Shipped very quickly, and the jacket seems like it’s very good quality, so I’m happy on that front. However, it appears I need a size larger, and there was a little bit of stitching unraveling in the jacket liner. I emailed multiple times about an exchange. Received one response five days ago saying they were checking into details. I have since responded three times and received no communication. Horrible customer service. Order with confidence if you’re getting something custom made or you’re certain of the size, just don’t expect any kind of response if you have any issue at all. I’ll reiterate, just awful customer service. They want your money and they’ll get you your order, but once they get it, forget about anything else.