Wednesday, November 4, 2026 · Customer reviews of US businesses
The Fair Hearing score
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613 reviews
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Honesty, pricing, process and quality scores appear once 5 customers have rated them.
jacket-hub.com is listed under Needlework & Knitting.
jacket-hub.com (jacket-hub.com) has 613 customer reviews on The Fair Hearing, with an average rating of 3.9 out of 5.
Showing 143 reviews with 1 star · Clear filters
It’s disappointing you or company not taking ownership for this and making it a customer problem. For $19.00 I think as a company you can figure out how to fix the problem. Customer wasn’t aware of potential charge as your website is listed out of Utah not international or was told might be a fee. Your company can make it write by covering the $19.00 charge as it’s not my responsibility or I wouldn’have purchased item.
By Jon B.
Ordered a jacket based on photo supplied by company and recieved something completely different. When I called they said since it was sold and shipped and they don't have enough profit in the item so they will only refund 20% on a 58 dollar item. SCAM
By James A.
I wish I could leave zero stars and I also wish I could attach pics of what they showed on the website and what I actually received. It’s actually fraud. I ordered a sweater featured on a tv show that was a heathered wool blend with cat faces knitted into it. What I got was a plain beige sweater of indeterminate fibers (I thought you legally HAD to feature fiber content on articles to sell clothing in this country) with appliqué patches of cats sewn on the surface. It is not even close and looks so tacky and cheap. I guess that’s why they don’t just picture the actual garment. Because why wouldn’t you? Further, the website will not accept anything less than a four star review. It will tell you you’ve already reviewed the item and won’t process your opinion. Also, according to the customer service rep, if you want to return it you have to pay to ship it back overseas (even though the website does list a UT business address) which can be cost prohibitive depending on the product price. Overall bad experience. Never again
By LYNDA M.
Wow! Haven't had this negative an experience in a long time! Bought a Roamers shirt for my son, inspired by Jason Mamoa. Paid 70 bucks, they showed still pics from the show of him wearing what I thought I was purchasing. It is nothing like what Mamoa is wearing! His looks like a awesome cotton jersey t shirt material, what I received was a polyester shirt, sized for an overweight person, not a tall person. The material is gross, don't have that around an open flame. There's a weird waist band that is thick and 2" wide. Best of all, they say, not happy, contact us, we'll make it right. TF they will! I just haggled back and forth with their support team, said the product was nothing like what was advertised. Asked if it was even an officially licensed product and endorsed by the Mamoa camp, they deferred and did not answer. Said they'd refund me 25% without returning the product, but I would have to pay $50 to $60 dollars to ship it back overseas to their manufacturer. Wow, not only do I call BS on that, it's an awful way to do business. I would run fast and far away from the cheap crap this company peddles. They may have a US license, but they are not based here. Shady business practices. Cheaply, mass produced, inferior quality items, and really read their reviews. All 5 star? Unlikely. Seem written by the same Eastern Block group, and for a big company, only 49 reviews for that product? Likely deleting everything they're not vetting or creating personally, this bummed me out so much. Special gift not only ruined, but they don't honor their customers' with refunds, just excuses and unreasonable shipping fees. They're not honest or real. "Recreated products", ie, junk reproductions of what you want. Do not believe you're getting a officially licensed product, or even a vague semblance of what that looks like. Absolute trash, scam and junk.
By K R.
Response from jacket-hub.com· Aug 7, 2026
We're truly sorry to read about your experience and the impression it has left. We completely understand your frustration, especially when the purchase was intended as a special gift. Regardless of the circumstances, this is not the experience we want any customer to have, and for that, we sincerely apologize. We'd also like to respectfully clarify a few points for anyone reading your review. Platforms like Trustpilot are independent review platforms, and businesses do not have the ability to remove or selectively publish reviews at will. Every review, positive or negative, remains subject to the platform's own policies and moderation standards. We welcome genuine feedback because it helps us improve, even when it is critical of our service. For over 12 years, we have been recreating screen-inspired apparel for customers around the world and we always strive to provide the closest possible interpretation while keeping them accessible at a fraction of the cost of original or designer pieces. Unfortunately, in your case, we clearly failed to meet your expectations, and we genuinely regret that. We also understand your concerns regarding return shipping. The cost of international returns which are only 15% of our total inventory which is being prepared and shipped directly from our B2B warehouse is a very real operational challenge that affects both us and our customers. While we do offer partial refund options to help customers avoid those expenses, they are never intended to leave anyone feeling trapped or without a choice. We know this area needs improvement, and we are actively working on better return solutions to make the process simpler and more customer-friendly. Above all, we want to assure you that we never leave our customers at a dead end. Whether a resolution is straightforward or complex, our commitment is to continue working through every available option until the case reaches its conclusion. We may not always be able to deliver the outcome a customer hopes for, but we will never stop engaging or simply walk away from a genuine concern. Once again, please accept our sincere apologies for this unfortunate experience. We would be grateful if you could reply to this response or email us with your order details so we can identify your case. Our Customer Experience team will personally get in touch with you to review everything from the beginning and do everything reasonably possible to restore your confidence in us.
RIPPED OFF- sent me product that was nothing like advertised and refused refund! Stole my $140. They do not reply to reviews or "support help".
By Jeff A.
Response from jacket-hub.com· Aug 7, 2026
We’re genuinely sorry that you have been left with this impression, and we understand why seeing a review like this after such a long period is concerning to us as well. We have reviewed the history available to us, and the order dates back more than two years. Our records show that we made multiple attempts to address the concerns raised and communicate with you regarding the order. Unfortunately, the matter was not brought to a conclusion within the applicable return period. For custom-made products, we have a limited window in which an item can be returned, inspected, and, where applicable, remade or restocked. After several months, and certainly after such an extended period, those options are no longer operationally available to us in the same way. That said, we do not believe a customer should ever feel that their concern has simply been ignored. We are disappointed that, despite our attempts to communicate, you have been left feeling that your money was taken without resolution. That is not how we want any customer to feel about an interaction with our company. If you are willing to reconnect with us, please reply with your order details. We would genuinely like to review the correspondence and history once again and see whether there is anything reasonable we can still do, even after this length of time. We sincerely apologize for the frustration and for the experience that ultimately led you to leave this review.
I received a size that didn’t work for me and thought OK I’ll be able to return this because of their clear return policy. That was not the case. There return policy does not work. In order to do the return, they wanted me to pay $60 international shipping or they offered me $30 back. The item was $120. This is excessive and should’ve been stated upfront as an expectation of the return instead of that you could just mail it back. The item I ordered was also not as it was presented on the website. They showed me pictures of one jacket and I got something that looked totally different.
By rachel B.
Response from jacket-hub.com· Aug 7, 2026
We’re sorry that your experience left you feeling that the return process was not as straightforward as you expected. We understand your frustration, particularly when the product itself did not meet your expectations. We would like to clarify that the return option was not intended to prevent you from returning the item. Because many of our products are custom-made and fulfilled through our overseas facilities, returning an individual order internationally can involve significant shipping costs. The partial-refund option is offered as an alternative so customers can avoid those expenses, but we recognize that the cost can still feel disproportionate to the value of the order. We also take your point that these potential costs should be made clearer before purchase, and this is something we are actively working to improve. Regarding the jacket itself, we’re equally sorry that what you received did not match the expectations created by the product presentation. That is ultimately where we fell short, and we understand why that would make the subsequent return experience even more frustrating. We never want a customer to feel caught between an item they are unhappy with and a return process they consider too expensive. Our aim is always to work toward a practical resolution rather than leave anyone at a dead end. If you’re willing to reconnect with us, please reply with your order details. Our Customer Experience team would like to review your case personally and see what can still be done to address your concerns. We sincerely apologize for the inconvenience and appreciate you bringing this to our attention.
Canceled order within an hour of ordering. Had to file a dispute with bank to return money.
By Ann
Response from jacket-hub.com· Dec 5, 2025
Hi Ann, We kindly wanted to provide you with an update without using any personal details on this platform, as we take customer privacy very seriously. It is, however, important to clarify for our readers that we indeed refunded your full purchase within 24 hours, as promised, and sent you all the confirmations. As previously stated, your bank declined the card, and we have informed you of this, openly instructing you to contact your bank so we could release the funds. We never, under any circumstances, intend to delay critical refunds. Why would anyone guilty ask you to contact authorities like your bank? We pride ourselves on being transparent in our dealings with customers, leaving no loopholes in the process. In today’s online environment, which can be extremely risky, honest communication and relevance are the keys to building trust.
I got a cheap imitation which was not even close to the original.
By Christian L.
Response from jacket-hub.com· Aug 7, 2026
We’re genuinely sorry that the item you received did not live up to the expectations created by the original product presentation. We understand how disappointing that can be, particularly when the resemblance to the original piece was not what you had anticipated. We’re glad, however, that our team was able to communicate with you directly and that a resolution was ultimately agreed upon and completed. We always aim to ensure that a customer’s concern is addressed rather than leaving them without a way forward. We sincerely apologize for the initial disappointment and appreciate you giving us the opportunity to resolve the matter. We take feedback like this seriously and continue working to improve the accuracy of our product presentation and overall customer experience.
