The Jacket MakerReviews of thejacketmaker.com

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.

Solid product

This is fantastic quality merchandise.

Update: After posting this review, customer service reached out to me to remedy the situation. I was given the information needed to return the too small jacket. As soon as I sent the return shipping info (paid by me), I was given a full refund. Shawn also expedited the second order that I had placed for the larger size. Once expedited, it was delivered quickly (within 5 days). I appreciate the response I received to correct the situation but can’t help but feel that I would not have received the response I did had I not written the negative review. Fortunately, Shawn did everything he could to satisfactorily fix the issue. Original post: Ordered a very nice jacket for my husband for Christmas. Unfortunately it doesn’t fit. I have been trying to reach out to get the item returned and the return process keeps saying I’m out of my return period. I am not. I’ve attempted contact daily and have not received even one bit of communication. I was planning on exchanging for a larger size but with this level of frustration and lack of service, I am looking elsewhere.

I ordered a jacket in early December. On December 23rd, when it was clear it would not be shipped in time for Christmas, I requested that they cancel my order. The website showed that it was still “processing”, but customer service said it had already shipped. On December 31st, they said they would try to have it returned to the production facility and let me know when my order was canceled. I never heard back. On January 11th, I received a shipment notification, so I emailed them back to ask about it, and they asked me to accept the shipment and they could send me a return label if I still didn’t want it. I asked for a return label 3 days ago and am not optimistic that I will receive a refund without a lot of effort. Additionally, when I did finally receive the package, it was stuffed inside a plastic shipping bag. This is not the kind of packaging I would expect for a product like this. I paid less for a leather jacket from Nordstrom, and it came bagged on a hanger inside a box, so the leather didn’t get damaged or wrinkled. I haven’t opened this package as I don’t intend to keep it, but I can’t imagine it looks great after being stuffed in a bag and shipped to the opposite side of the earth (Pakistan to US). I regret making this purchase. Update: Shortly after posting my review here, they got back to me with a return label and offered me a discount on a future purchase. After mailing the package out, I received my full refund. It seems they have some kinks to work out in their fulfillment process, but I’m happy to have received my refund. I probably will not purchase from them again, though.

Really loved the jacket. Had a bit delay in receiving my order as it was a replacement for different size that we wanted. But it was worth the wait. Good quality and design.

So I had a problem with a jacket I received for christmas. Upon hearing this, the customer service offered me to send a new jacket free of charge. It's rare for companies to go to such lengths in order for the customer to be satisfied. Great job !

Bad customer service orderd another because the original was too small. There sizes run small by that way. Any ways 3 emails in about 3 weeks and no replies yet. I might just settle this with my bank because they haven’t even shipped it and it’s been three weeks *I received an email from the jacket maker saying the are sorry and will shipp the jacket soon.Already received my tracking number for the shipment. I will be updating this review once I have received the product and verified that it is the right Jacket. My email correspondence with them today was pleasant as they were quick to address my issue. Update #2 received the Jacket and it was just like I expected it to be.