The Jacket MakerReviews of thejacketmaker.com

I placed a bespoke order with The Jacket Maker and provided a full measurement sheet (chest 40, natural waist 36.5, lower waist 38, hip 40, back length 26). The jacket that arrived looks like none of those numbers were used. The natural waist measures 44, which is 7.5 inches larger than what I sent. Lower waist is 42, four inches larger. Hip is 42, two inches larger. And the back length is a full inch shorter than my measurement. On my body, it looks like a sack. But the sizing is actually the smaller problem. The customer service is a non-event. My delivery failed and I had to email to find out why. I then had to email again to supply the missing part of my address myself. And when I finally emailed about the jacket, complete with photos of every measurement, I got nothing. May 12, May 13, September 6. Multiple emails over four months, and not one single reply. Not even an automated one. For a company whose entire proposition is bespoke clothing, bespoke apparently ends where the measurements end. And when something goes wrong, you are simply ignored. I paid premium amount for a garment made to my measurements from a team that would not even answer my emails. I would strongly advise prospective customers to think twice before paying for "bespoke" here.

**Repeated chasing, ignored instructions and nearly three months wasted** My experience with The Jacket Maker’s custom bag service was extremely frustrating from the beginning. I contacted them in late July 2026 and, by mid-October, still had no agreed design or rough price estimate. The poor communication started with the first exchanges. I sent my detailed brief on 31 July, then had to chase on 4 August before receiving a response. I followed up again on 12 August and 19 August. The first mock-up finally arrived on 22 August, almost a month after my initial enquiry. Even then, instructions I had clearly provided in writing were missed. I sent detailed feedback and reference images, only to receive a revision that still overlooked several requests. I repeatedly had to explain the same points and ask them to reread my previous emails. The process left me questioning whether my feedback was actually being read. I also repeatedly asked for a rough price range—not a final quotation, just an indication of what I might be spending. Those requests remained unanswered. On 4 September, I explicitly raised the delays, missed instructions and lack of pricing, and asked for realistic timeframes. On 5 September, they promised to check and get back to me “shortly”. The next email I received was on **14 October—almost six weeks later**. Instead of acknowledging that gap, they suggested an earlier email might have landed in my spam folder. I checked my mailbox, including Spam and Trash, and found no intervening message. The undated text they quoted matched an August email that I had already answered. To me, that felt like a cheap attempt to shift responsibility rather than take ownership. After repeatedly chasing them and explaining myself, receiving a message implying that they were waiting on me was insulting. I have decided not to proceed. This review concerns their customer service and custom design process; I never received a finished product. Nearly three months of chasing, repeating instructions and asking unanswered questions was enough. Extremely unprofessional, and I would not recommend their custom service.

Im Juni 26, habe ich einen Mantel bestellt. Nach 3 Monaten kam dieser. Er ist aus reinem Plastik, und nicht wie beworben, aus Baumwolle. Meine Tochter hatte darauf eine bedrohliche allergische Reaktion. Nun versuche ich seit 1 Monat, mein Geld zurückzubekommen. Chancenlos! Bitte auf keinen Fall etwas bei dieser Firma bestellen.

Bestelling 10 dagen geleden gedaan, voor items die direct leverbaar zijn geven ze een verzendtijd van 5 werkdagen aan. Hierna een bericht gestuurd via de klantenservice, hierna krijg je een automatisch bericht dat je binnen 24 uur antwoord krijgt. Nog steeds geen reactie hierop gekregen en de status van de bestelling is nog steeds gelijk als 10 dagen geleden, geen vertrouwen dat mijn bestelling nog aan gaat komen. Bestel hier niet. Update: Mail ontvangen van klantenservice, het product wat ik heb besteld had niet eens op de site moeten staan, en dus is mijn order gecanceld. Geld inmiddels teruggekregen. Slordige fout van de persoon die verantwoordelijk is voor de website. Ik zal hier niet nog eens bestellen.

Waited forever for this jacket as it never gave a mention that it comes from Pakistan...when I did finally get it, it was damaged right out of the box, when opening it the jacket came out in what can only be described as something heavy was on it, it made alot of noise as I tried to unpeel it, was all stuck together...if I could show the pictures I would, but no option on review here for that......*UPDATE*...THEY REACHED OUT TO ME TO MAKE GOOD ON THE SHIPPERS ERROR, THEY SENT A REPLACEMENT IN A FAST MANNER, THIS TIME USING A NEW SHIPPER, THE JACKET ARRIVED IN PERFECT CONDITION AND IT FITS LIKE A GLOVE...SHIPPING WAS UNBELIEVABLY FAST...I KNOW IT WASNT THEIR FAULT BUT THEY MADE GOOD...ANOTHER SATISFIED CUSTOMER HERE AND WOULDN'T HESITATE TO DO BUSINESS AGAIN....HIGHLY RECOMMEND

I ordered a prime product from there website for early delivery beacuse there delivery time is 4 to 5 days its already been one week no news of shipment i did a mistake that i paid for jacket online donot order feom this scam website

Terrible communication. Hard Comms to persuade me to keep items that I've specifically said I don't want as per return policy. Took 8 weeks for an item to arrive. Sizes are wildly wrong. Tough leather low quality. First order and last order.

The jacket didn't look great on me not quite a great design once seen in person - and the leather wasn't finished properly - The dye rubs off, as other customers noted from the same time period. I had a nightmare of an experience trying to return it including some shady tactics by the seller to try to get out of being responsible for a refund. Ultimately Paypal took my side and took the money back for me. Until that experience I was very interested in trying other styles from the Jacket Maker since it was genuine leather goods for a reasonable price I just thought mine was a dud. But now I have learned to NOT trust this seller. Unfortunate. Update: 03/25/26 In response to the sellers Trustpilot reply: I'm no longer seeking resolution. My return requests were missed for weeks until I opened a Paypal dispute. I was then contacted offering a partial refund for the jacket which I declined as I had no interest in keeping the jacket in its delivered condition. The seller offered to refund me in full if I close the PayPal case to which I responded why not refund it through the PayPal case so we're both protected. No response. Paypal kindly paid for the shipping fees to return the product to The Jacket Maker's location in USA, but Jacket Maker refused to accept the parcel (in fairness to them, there was import Duties they needed to pay to receive it in the USA). Because of their refusal to accept the shipement, the jacket technically didn't complete its return delivery to their address and Paypal defaulted and closed the dispute in their favor. I suspect the seller never intended to receive the jacket and used this as a tactic to deny refund. After receiving statement from the logistics company that it appears the parcel recipient (Jacket Maker) has been uncooperative in receiving delivery of the parcel so they consider the delivery complete, I then contacted Paypal with this information and Paypal was able to reverse their decision and force a refund to me. In all this time Jacket Maker wasn't responding to my emails. This is why I am weary of them and consider them shady when it comes to accepting returns. As a small business owner myself I do understand how returns can hurt and be costly but you have to accept that when dropshipping items you can't guarantee the quality so either you guarantee the after sale service or you accept that your reputation will be hit or miss. Clearly many people have been happy with products they received but then you must either be willing to put your money where your mouth is and honour returns / refunds when condition isn't met, or just don't advertise free returns for defective items. Just call it Final Sale or "restocking fee" like others do. UPDATE 2: 04/10/2026 The seller kindly reached out to me again apologizing for the technical errors that led to them not receiving any of my emails requesting support prior to opening my PayPal case and then during the return stage. The seller extended an offer of goodwill to me for 50% off any jacket from their store in response to my negative review on Trustpilot. They do care about their reputation - which I appreciate. However I will not be trying another order. Personally, I would still caution against ordering from this store again - however I acknowledge that not everyone's experience will match mine.