The Jacket MakerReviews of thejacketmaker.com

Takes forever to reply, tried cancelling my order but hasn't replied after a week. Order #11423 Finally got refunded. Still it took me to leave a bad review for them to take my request seriously. Total they took a total of 2-3 weeks to have my problem solved and to give me a refund. This it quite long

I ordered a custom jacket from The Jacket Maker and was very disappointed with the result. When I complained, the company assured me in writing (Jan 10, 2025) that if the replacement jacket did not meet my expectations, they would issue a full refund right away. I accepted the replacement in good faith, but it also failed to meet my expectations (color and fit were off). When I asked for the refund they had promised, they refused and hid behind their “no refunds on custom orders” policy—directly contradicting their own written word. I’m very disappointed in how this was handled. I gave them a chance to prove their quality and promises, and they did not follow through. If you’re considering ordering, be very cautious. update 8/27/2025 I want to share my full experience with The Jacket Maker because it has been both hopeful and very disappointing. I ordered a custom Victorian-inspired jacket that I wanted to also wear as a vest — something adjustable and versatile so I could enjoy it in both my more masculine and feminine styles. This was meant to be a very meaningful piece for me. The first jacket I received actually had the perfect color, and the design was close to what I envisioned. Unfortunately, the dye bled badly, and the overall finish wasn’t holding up — making it unwearable despite how much I liked the look. The company offered to make me a replacement, and I agreed only because I had been given a clear written promise: if the new jacket did not meet my expectations, I would receive a full refund right away. That gave me confidence they stood by their quality. When the replacement arrived, the leather treatment was improved and didn’t bleed, but the color was noticeably different from the first version and no longer matched what I wanted. The adjustability and fit issues were still unresolved. I raised these concerns multiple times, but instead of honoring their written promise, I was met with delays, contradictions, and reminders of their “no refunds on custom orders” policy. It was deeply upsetting to feel that their word was being ignored. After months of back-and-forth, I finally filed complaints with the BBB and posted on Trustpilot. Only then did management step in, acknowledge that the refund had indeed been promised, and issue the full refund. I do appreciate that resolution, but it should not have taken public escalation for them to keep their word. To be fair: the leather on the second jacket did feel nicer, and I don’t believe The Jacket Maker is a scam. Perhaps I simply had bad luck with my order. Still, it’s very sad to me personally — I truly wanted this jacket to work, and I had been excited to have a custom piece that reflected both sides of my style. In the end, I’m glad the refund was honored and that I was allowed to keep the jackets, but I won’t be ordering again. I wish the company well and hope they improve both their process and their communication, so future customers don’t go through what I did.

I submitted an order (with payment) for a jacket with custom measurements, based on one of their existing designs, on January 27th. After months of back-and-forth with customer service, and another 12 weeks (!!!) for design and construction, I finally received it on June 13th. The jacket itself is great, but it was absolutely not worth the hassle and delays of going back and forth with customer service and inability to communicate directly with the tailors. I will be choosing a more transparent company in the future, even if it costs more. From the start of the process, it was clear that I was speaking with an intermediary customer service rep who was passing along information overseas, and I was never able to communicate directly with the people actually involved in the design and making of the garment. Multiple times I asked to discuss or confirm particular measurements with the tailors themselves, but I never received any answers to my questions or confirmation that they understood my more specific instructions (like needing extra room in the bust). I included lots of photos of existing jackets, lots of questions, and I never received specific responses to any of it - the rep just said they "passed it along", but none if it was ever addressed or answered. Finally I realized I was getting nowhere and the only way they operate is by plugging numbers into a formula, so I just made the calculations myself and gave them exact numbers as best I could even though I have no tailoring experience and have no idea how to choose the right armhole size etc. Once the measurements were finally confirmed, I was told it would take 12 weeks of design and construction, even though the website says 4 weeks for an existing design with custom measurements. 12 weeks is for a brand-new custom design! All I did was ask for a shorter length and custom measurements on an existing design. Multiple times throughout the process I asked for photos of the process, or any communication whatsoever from the garment makers, and got nothing. I was worried for months I'd paid $400 for a scam. Finally, in May, they sent photos of the FINISHED product - too late to make any changes if there had been a major mistake. The photos were pretty bad so there were another few weeks of back and forth while I asked to compare zipper colors (I'd asked for "brass or gold" because I didn't know the options, they picked gold without asking me or showing me a comparison, the result in final photos looked terrible at first but luckily in person the gold looks fine) and check armhole measurements (they didn't give me the specific photos I asked for but there was clearly a language barrier so I just gave up and said ship it). Oh, and the most annoying thing: when I first sent in questions about making an order, the customer service rep emailed me every other day telling me to submit and pay for the order. Once I had paid, it took a week or longer to reply to each of my messages, which is why the above back-and-forth took so many months. After five months of awful communication, I was shocked that the jacket I received is actually pretty great. It first perfectly, probably thanks to my own extra diligence on the measurements; if I'd gone with the tailors' initial recommendations, it would not have fit. I can't speak to the quality since I don't have other leather jackets for comparison, but all the hardware works and the leather feels soft.

The Finish & Fit are perfect. Communication speed and delivery time needs improvement. Customer support is slow but eventually they do respond. Price - too high for customized jacket.

My initial review was 1 star as I had verified via web chat that I could return for a refund if I was unhappy for any reason with the caviat that it couldn't be customised. However when I returned it I was told as I had bought during a sale I could only get store credit. I followed the complaints process but they said they couldn't find any record of the webchat and closed my complaint. I left a review here and was contacted by the company saying they would like to resolve the issue. I fortunately found a copy of my webchat had been saved to the cloud and sent a screenshot of this. Whilst it has taken 6 months they have now refunded me. As such I have ammended to a 3 star review. My advice is be careful to read everything on the website and check via webchat anything you are unsure of and make sure you keep a copy.

We ordered a jacket from them on 16 January and have had communication that it's now being shipped. Will be glad to receive it, hope it's as good as it looks on the website. TJM need to communicate more. David.

Update: Customer service responded to my review, offered a partial refund, and expedited the jacket which I received in late February. The jacket is good quality and fits very well. _____________ I placed my order for a made to order jacket on Dec. 11. After not receiving any form of confirmation, I inquired about the order status on Dec. 19. Only then did they tell me they needed to confirm the measurements. I gave the confirmed measurements on December 25. It’s now February and still no update, no jacket, and not even a tracking number. Seems like you shouldn’t order custom jackets from this company. They take your money and give you nothing.

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.