The Jacket Maker Reviews 481

Purchased a standard size Bliss Bomber that just didn't fit quite right, I have larger chest/hips and a smaller waist and have difficulty not swimming in jackets which fit my bust. Sam from The Jacket Maker team very patiently helped with getting measurements and comparisons to the standard sizing to ensure I could order a Made To Measure item. MTM jacket arrived this week and it's perfect! Can't wait to wear it for many winters to come :)

The Coat was beautifully perfectly made with reasonable price (when you actually see and feel the product). The size of 3XL was perfectly fit. Especially the Fully Faux Fur-Lined inside was soft, comfortable, and warm. I love it, this is my second coat buy from The Jacket Maker. I am highly recommended.

The Jacket Maker provides top quality products at a price that is half or less than major brands. If, like me, you are hard to fit, take advantage of their custom fitting. They are experts, and will fit you perfectly with your new favorite jacket! You will not be disappointed!!

About six months ago, I received my Double Monk Strap shoes. They looked fantastic and fit perfectly.

My first order (wide-fit EU44.5) didn’t quite work out, and after a long wait, I had finally received my replacement pair, which turned out to be a free upgraded made-to-measure pair crafted just for me.

While the process took much longer than expected and communication could have been better, I truly appreciated the extra effort from Sam, Max, and the team. The quality and service overall exceeded my expectations despite the wait.

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 am giving five stars for The Jacket Maker responsiveness and prompt action.

On the plus side, the leather quality is good and the outside quality looked good and nice.

I ordered wide, but the shoes were narrow and did not fit. The Jacket Maker offered to refund my money or resend me new shoes and a discount for the inconvenience.

Based on this experience, I recommend TJM without reservations.

Note: original review updated based on TJM’s prompt response and action.

If I could give a MILLION negative stars, I absolutely would.

This was hands down one of the worst experiences I’ve had with a seller. Not only were they unable to create the custom jacket I ordered, but they were also dishonest and deceitful throughout the entire process.

The jacket they tried to pass off to me looked nothing like what I requested. I showed it to multiple people — not a single one thought it resembled the design I asked for. The quality looked terrible, the construction seemed very sloppy, and the overall look was far from what was promised. Don’t be fooled by the polished photos on their Instagram — reality is a whole different story.

Unfortunately, I can’t post photos here, but I wish I could — it would speak volumes. Trust me, it was bad.

Thankfully, I disputed the charge through PayPal and won. Got my full refund. (Huge thanks to PayPal for having my back. 💪 Thank you PayPal for protecting buyers from scams like this.)

Important note: I refused to accept the jacket. There was no way I’d wear something that poorly made — it was a mess and honestly embarrassing.

Bottom line: STAY FAR AWAY from this company. Don't waste your time, money, or energy.

UPDATE AS OF 19 AUGUST 2025: Sam, the Customer Support Manager emailed me privately after seeing my review here.

This is what I have to say.

Sam,

Once again, the reply you (or someone from your company) posted here on my Trustpilot review is misleading and deceitful.

What you've written publicly is not only inconsistent with what you admitted to me privately over email — it’s a clear attempt to twist the facts.

Let me be absolutely clear: the boxy/oversized fit was NOT an afterthought.

The design I approved was clearly boxy/oversized from the very beginning, and I’ve made that point repeatedly. You admitted the oversight your company did on the email.

Yet this public response ignores this entirely and continues to misrepresent the situation.
You acknowledged the truth in private — so why not say the same thing publicly? If your company values transparency as much as it claims to, then act accordingly: correct your response and state the facts as you did in our private communication.

Also, I never complained about the colour of the final product, so I’m not sure why your response falsely suggests otherwise. Please stop putting words in my mouth.

Until you correct your public statement and accurately reflect the conversation we’ve had, I will not be recommending your company to anyone.

Integrity matters — and right now, you’re falling short.

(I really wish I could post the photos here so people would know how different the final product was from the custom design I approved.)

Outstanding service and quality of product. I was concerned with obtaining the jacket on time, but I was pleasantly surprised it came within reasonable time. The fit was perfect, it was tailor made with solid attention to detail, all the measurements I gave was verified and they even suggested improvements so that the fit would be prefect. Communication was a key factor in the process, I can say with confidence Sam and team took great care and provided prompt responses to any query I had. The final product I received was luxurious and blew me away. Basically you are getting a luxury product without the poor quality they offer you just because it’s pumped out in volume. This is custom tailored and built for you, that’s luxury at an affordable price. Honestly I am going to purchase more products and for those people who are calling this polyurethane or fake, no one is forcing you to buy it. I am happy with it and this is a honest business which has earned my trust and I am happy to share this review to share my experience with others that want to luxury products at a reasonable price. And a super thanks to Sam and team, you guys are awesome!

Very smooth exchange process. Their customer service agent Sam was outstanding in his professionalism and follow through. He made extra effort to help ensure the right size during the exchange process and also followed up on the delivery to make sure that we received the correct item. Quality of the leather and the great classic cut of the jacket were other positive points. Will not hesistate to buy again from them!

unique jackets crafted beautifully in lush leather. Such an amazing piece. The quality is excellent, the craftsmanship is superb. Had a bespoke made version and these guys were really attentive. excellent supplier. Highly recommended!

The quality is very good and delivery is fast.

Ordered, paid and shipped within a week, but what arrived from Pakistan reeked of polyurethane and was clearly a fake. Struggled to return it. Multiple online companies using same source. Refund through PayPal was quick.

The customer service was outstanding especially when I had to exchange a size - it was totally fuss free with assistance given on sizing. The jacket is exactly what I wanted, beautifully made with high quality materials. 10/10

SCAM DO NOT USE THIS COMPANY

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 jacket is of excellent quality, the customer service is also great.
The problem is I measured myself wrong. It's my own fault, however I'm not a professional. I just wish I just took a size large instead of trying to measure myself.

I was very skeptical about this company. The address leads to a Indian Bridal Shop(or something similar) The fulfillment center is based in Pakistan. That was the final straw for me. I got scared and did a chargeback on the company. They communicated with me and asked why. When I told them my concerns, They told me they would only ask for payment once I received and was happy with my order. ( I don’t recommend you do this, as they are legit. But it’s what I did) I have never received so good and wonderful customer service. While about a day or two for a response. It is still a good thing to encounter. I will be back for many more orders also once my order was shipped it went from Pakistan to Germany and landed in the US and delivered to my door in Indiana in TWO days by DHL.

I hope I can settle some peoples nerves as Pakistan gets a bad rap due to the news. There are still people there trying to make honest work.

Received great customer support all throughout the process. I was slightly worried with certain unconventional practises. The main thing to keep in mind is that you'll have to pay your VAT/Duty but they will refund the money to your paypal. Atleast this was the case when ordering to Finland through their EU site. It's inconvenient for the customer but in the end I got a quality jacket from a quality company, and I couldn't be happier with the end result. Taking one star away for the customs hassle. I know this can be arranged so that it's pre-paid so I don't know why they haven't done it yet.

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.

I have ordered 3 jackets and am extremely happy with all of them. Sam and Max provided great customer service in ensuring I was happy with my order. Will order from again and again