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Review content:
POOR CUSTOMER SERVICE\r
My wife purchased a custom-made varsity jacket for our daughter through this company. The jacket was priced at over $400 after patches were sewed. \r
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Today, when my wife went to pick up the jacket, which was to be my daughter's Christmas present, there was a hole in the sleeve. The sales person/owner Lindsey Spencer tried to tell my wife this was a normal imperfection in the leather. But the jacket was made in-house, so the shop KNEW there was a hole in a prominent location when they chose the leather for the sleeve and chose to not hide it in an armpit or under a patch.\r
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Ms. Spencer would not warranty the product by replacing the jacket or even re-sewing another sleeve, unless we paid over $200 extra for a replacement. In addition, the Ms. Spencer had the gall to try to charge my wife to take the patches off if we did not take the jacket as-is!\r
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Instead of admitting they made a mistake and making things right, Ms. Spencer went to the back of the shop, took the patches off (which caused damage to the felt where the patches had been sewn) and gave them back to my wife, telling her to go somewhere else. Unbelievable...except it happened to us.\r
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This company should be ashamed of its practices. My daughter is at home crying. YES, they refunded our money, but only after they took off the patches without our approval. J L has ruined a girl's Christmas, and chosen their arrogant pride over an innocent customer. Shame on them...but having read the Yelp review, posted by another customer, I am no longer surprised.\r
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***UPDATE ON OUR ORDER ORDEAL\r
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J L Custom Jackets shamefully flip-flopped today. Don't know why, but after Ms. Spencer offered to fix their mistake last night, and even set-up a meeting time for my wife to bring Ruthie's patches, Ms. Spencer immediately became argumentative and ultimately told my wife and daughter to take their business elsewhere. So, we did. \r
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I have NEVER had such a bad experience with a retailer...especially one who makes custom products, where the job is getting the customer exactly what they order, without defect. Defective products may be acceptable at discount places like ROSS or Marshall's, but not to pass-off as quality workmanship on hard-working people trying to honor their daughter's accomplishments. Again, the victim is my daughter, Ruthie, who worked so hard to earn her Varsity letter, league titles and championship CIF patches as a Freshman and was expecting this as her Christmas present. Shop wherever you want, but buyer beware.
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