I had my eyes on this jacket for a year or two and I was so excited to get one, but I have pretty big upper arms and I was concerned the regular sizing was going to be too tight especially wearing something under it. So I asked for the jacket with custom sizing for my birthday.

So we took pictures exactly like the ones on the page about custom sizing. Well, my mistake apparently was selecting "relaxed" during the custom sizing form fill out. (There's absolutely no descriptions of what the scale is like--there needs to be. Because "relaxed"=skiing coat. I just wanted to be able to wear a layer or two under it, but there was 0 frame of reference for what things meant.)

The jacket arrived, after much longer than the given lead time, and I ripped open the package, I was so excited, and had been waiting for months... and it looked horrible on me. It's HUGE. It was nothing like the measurements I sent in. They insist it is. (They straight up say it's within one inch, when the arms are 3" longer than I measured...) I bawled.

I tried to talk to customer service and after so much agonizing they said it was my fault, the measurements were within their margin and it sucks to be me. They refused to provide me with their records of the measurements I sent it even though I asked multiple times. They told me it was made correctly (there's an uneven hem on the front... its not even well-made nevertheless made correctly). They even said they checked with me about something and I agreed to that I DID NOT AGREE TO! I sent them a screenshot of the communication I think they were referring to to show I did not say the length was okay and I SPECIFICALLY wanted it the length as it is advertised as a crop. They ignored it--the record of their own communication. It was the worst customer experience I've ever had. I'm so devastated by my jacket and my partner feels awful because he spent so much money on something that cannot be returned and looks super weird on me. I thought maybe customer service would care enough to offer ANY solution but they insisted its all my fault and they won't be doing anything about it. I thought maybe they'd offer me a stocked size as replacement as I can understand not wanting to spend time and resources making a custom sized one? No, I just would need to buy a new one and oh yeah... there are no refunds, just store credit.

I have to now find a leather tailor in the area and spend even more money on it.

I'm devastated by this experience. They don't care about their customers at all and do not care if you like it, they just want your hundreds of dollars. Whatever you do, DO NOT GET CUSTOM SIZING. I wish I'd just chanced getting a regular one. Then at least it would be cropped properly and maybe the hems would be straight. It wouldn't look like it was swallowing me whole and might look like the same jacket advertised here. I wish I could warn everyone about how awful their service is and to never do custom with them. I should've read the reddit reviews first. Do yourself a favor, give someone with integrity your money instead.

*update* when posting a review to the site, it was taken down and I was reached out to again. They told me the only solution was to buy a new one as if that's in my budget--the first one was a gift I couldn't afford it then either.
They claimed they did exactly what I told them to... which is wild because I did as their vague instructions said and apparently I was supposed to know where the cutoff was supposed to be on a crop jacket which is weird bc I thought that was their job. They essentially admitted there was a miscommunication and that it didn't matter because it was my fault...

When I said okay I just want to leave a review, I think deleting negative reviews is censorship and manipulation, they told me I needed to stop with the "threats and blackmail." You can see them trying to do the same thing here by claiming all us negative reviewers are fakes... pretty sketchy if you ask me