The Jacket MakerReviews of thejacketmaker.com

I don’t usually leave reviews, but I ordered with the Jacket Maker largely because of the positive rating on trust pilot. However, my experience was everything but so I felt it was important to share to help others on the fence about ordering. I initially ordered a custom jacket in August 2021. I made contact via email (there doesn’t seem to be any other way) and sent pictures of what I wanted. There were a few issues creating the exact design I wanted, but this was dealt with in a professional manner and I can’t complain about the initial service I got. We agreed compromises on the issues raised and a price as a result. I provided my measurements using the video guides on the website. My jacket then arrived in November 2021 and this is where the problems started. The jacket was far too tight for me. I could barely squeeze into it, I couldn’t bend my arms or zip the jacket up. I’ll point out at this stage, I am average height and build, a size medium from most places usually fits me. The jacket was custom for the design and not the sizing. I made contact with the jacket maker again to organise returning the jacket and having it altered. They requested photos of me wearing the jacket and I was told it looked like it “fitted quite well.” I had to say about 10 times I couldn’t move in it or fasten the zip. At this point it became clear I wasn’t dealing with experts. They agreed to alter the jacket and asked again for measurements. I took the measurements again, using the video guides on their website and my wife helped me to do so. As the measurements were the same, I asked for advice on how to resolve this, advice I didn’t get. I provided as much detail as I could, even sending in pictures of a jacket that fits me well with the measurements on. I returned the jacket in November 2021 and didn’t hear anything until April 2022. They then got in touch to show pictures of the altered jacket, which looked massive on the model. I was conscious it cost about £80 to get the jacket through customs to the UK, as well as about £30 if I needed to return it again. I therefore wanted to confirm the measurements before it was sent out to me. Eventually this was agreed and I received the jacket in June 2022. The altered jacket had clearly not been made with care. On the first occasion, it was just too small, but this time the arms and chest were baggy, while the waist was still too tight. I therefore got in touch again and was told it would be $100 to alter it again. At this point I would have paid twice the value of the jacket just in shipping it back and forth and having it altered. I tried to complain, but there is no alternative contact info other than the email. I outlined that I was not happy with the product or service I’d received and was ultimately ignored. Thankfully I contacted my bank who were able to get a refund on my behalf, via the chargeback scheme in the UK. This didn’t cover all of the shipping costs etc, but I was able to get the money back for the original purchase I made for £350. It has just been confirmed that the jacket maker accepted responsibility and the money will remain in my account. This was because I had made the purchase with a credit card not debit card. I am not sure for other countries, but in the UK this process was simple and the bank were very helpful. I would urge anyone who is not happy with this company to contact their bank and see if this is an option for them. I wouldn’t have got anything back dealing directly with the jacket maker and so I am grateful for this scheme.

If there's a no-star rating, that would still be a generous choice. I initially ordered a standard L on early March 2022, communication was quick, and even managed to get my order changed to Standard XL. After that, I did not hear from close to a month. I had to follow up only to be told there was an issue on their side hence my order has not started. Keep in mind I was already waiting a month at that point. I received my order early May 2022. And because they rushed my order, there was a lot of problems - length of the sleeves, how wide the sleeve cuffs are, misaligned stitching, broken elastics, etc. At this point, I should've taken back my money and ran. But I was dumb and gave them a chance to make it right. So they advised, and I listened to go custom. I sent them my professionally-taken measurements including a design alteration on the cuff button as their default design is not functional. So I had to go through the trouble of sending back the jacket and I received the replacement late June 2022. I wasn't surprised when the replacement still had issues - the replacement now has a thick faux fur lining making the measurement for my biceps off already. The original didn't have a thick lining and I wasn't told in advance that the replacement will have it hence not factored in at all in my measurements. Also one of the sleeves somehow are attached twisted i.e. The seam that should be on the side of the sleeve, rides up and shows up, pair that with a now barely-fitting sleeves, it is unbearable to wear. Also, being a winter jacket, I cannot even wear the jacket on top of a sweater. After all my reports and pictures, they said I can keep the bordering on unusable jacket and they will send a new one free of charge. I told them I just want my money but of course they said it was a custom order and cannot be refunded. At this stage it just felt like a hold-up. Fast forward to today, more than 6 months after my initial order, and outside of PayPal protection period, I received the new pictures of the second replacement jacket and guess what? It still had issues. I wish I can make this up. The cuff button alteration I paid for on the second jacket, has not carried over into the second replacement. Look, I did not ask them to give me the alteration free on the second replacement, I asked them if I needed to pay again since the alteration is going to a new jacket, I'd have foolishly paid again just to end salvage the experience, but I was assured the same alteration will be applied, free of charge. So when I saw the picture that the design change has not been applied, I was beyond myself. So pretty much the timeline is I ordered a full season before winter, and almost a month after winter, I still don't have a correct jacket from these guys. Cannot dispute with PayPal now too as they managed to hold on long enough to my money that it's outside the 180-days buyer protection cover. Another thing to note, for anybody reading this review. Throughout this whole process, I tried leaving reviews of my experience on their website, but it goes through them before it gets posted! Instead of people reading real customer reviews about problems and quality, they will reach out to you if you leave a review that exposes them. They did try and make it right, I give them that. But as a consumer who paid money to get the product I ordered, they fell short at each step. So yes, they have high reviews on their site, but how many issues have been reported to them? It doesn't reflect the reality, well at least in my case. According to me, their only redeeming factor is Sam. Sam's customer service is top notch. And given how their product always missed for my order, Sam was there communicating. But other than Sam making it a bit lighter on the stress levels, buyer beware.

Do not buy from here , if you want a leather jacket it is faux leather.

I ordered a custom jacket and bag from this company and paid them (in November 2021). Their marketing on all platform looks polished and high end, but unfortunately once they get the money from you they stop communicating properly. I have sent multiple emails asking them to cancel and refund, but no response (it is February 2022). I shall be lodging further investigations to get my money back. Very disappointing! Update 18 Feb 2022: Sam from The Jacket Maker got in touch with me, he seemed to me as a much more professional individual than other employees at the company. He issued a full refund and offered a discount.

I ordered a jacket on Nov 29, 2021. The money was immediately taken from my bank account. I did not receive an order confirmation or number. I had to email customer support asking for the number which was provided. They said at that time my order should ship in 5-10 working days (no later than Dec 10). On Dec 16 I asked for an order status. 4 days later, on the 20th they said my order would not arrive before Christmas but expect it no later than Jan 8th. On Jan 4th I asked if the order had shipped, no response. On Jan 8 I asked again, no response. Finally on Jan 12 I was given a $20 refund as an apology and told the jacket would ship within a week (by Jan 18). NO JACKET. I reached out again on Jan 22 warning I would take action if I did not receive the jacket or a refund. Today is Jan 28, NO JACKET, NO REFUND.

This company is a con!! Do not order from them or you will not receive what you ordered and when you try to get a refund you get nothing. Delivery is a extra to cost, this is not stated on their web site, returning items also costs. Please shop elseware you are warned!

Should be zero stars, this company has ruined my Christmas. I am so sad to not be able to give my fiancé the only thing he wanted for Christmas. They told me it would be dispatched and here for Christmas, nothing, they ignored emails and messages. Then someone finally got in touch saying it was dispatched and I would get tracking information, nothing, I have been trying and trying to get in touch. I don’t think the jacket is coming at all 😞

The customer service is lacking. The customer service agent assigned to my case is Shawn. He does not reply promptly. If fact, the only time I can get him to respond is when I cc Mehmood Hanif (head of marketing) in my emails. I posted an honest review about the Dean Brown Leather Biker Jacket. However, my review has not been posted on their website. I have a suspicion they filter their reviews and only post positive reviews (4 stars or higher). The jacket itself seemed of fine quality. I do believe their sizing is off. I worked with the sizing chart and Shawn to choose the appropriate sized jacket. When it arrived, it was woefully small. The jacket will be returned, that is, if I ever get a response from customer service.