Mackage — Local services in New York

I placed an order for my wife and received the item on Monday 1/16. Because my wife knew the jacket was the incorrect size, she never opened the package. On 1/17, we finally opened the package so we could return it at the Mackage store on Spring Street in NYC, never even having unzipped the garment bag the jacket came with. To our surprise, the jacket which I ordered- Jeni-shz in black, was not in the bag. What was in the bag was an Adali down coat with blue fox fur, the tag was ripped off, it had scuff marks on the jacket, and to make matters even more mysterious, the plastic bag on the jacket and the tags belonged to a Jeni-shz jacket.

The worst part of this experience came from an employee at the Spring Street SoHo store by the name of SHERI. Because this was a surprise for my wife, I placed two separate orders, with multiple coats in different sizes. Initially she arrived at the Spring Street store before me, as I was making a purchase at a nearby store. My wife had four coats in total, with the intent of returning three of them and exchange one which she loved. My wife approached the associate SHERI and was immediately met with suspicion, telling her she needed a receipt, the barcode, and the credit card the items were purchased on. My wife calmly explained I was only a couple minutes away, that I made the purchase, but she had screenshots of my email confirmation with the order numbers. At which point SHERI nastily replied, “Those are only screenshots, not the actual email.” She opened the garment bags to each coat to inspect them, and when she finally came to the issue with the coat with the wrong tag, that’s when her attitude pinnacled to hostility, accusatory, and repulsively unprofessional. She claimed the item was worn, although we continued explaining we never even opened the garment bag. She claimed the fur was “fake,” insinuating we were returning a counterfeit jacket, as if we were lying thieves. She was more than condescending, she treated us like we were subhuman. My wife has wanted a Mackage coat for a couple years now, and this was my surprise to her, only for it to become a traumatizing experience, and seemingly racist attack on us, that she no longer can imaging wearing anything from your brand. You absolutely couldn’t have worst representation at your company, and we hope this leads to the appropriate corrective action for such an abhorrent, disrespectful, racist...

Overall, Mackage makes some nice coats but has issues and Mackage customer service is very poor. I purchased as a gift (and returned) the Anabel cost. Coat is luxurious with fur, very durable shell material, nice fit and as with most Mackage items, design that I feel flatters well. That said, I returned it and won't be buying again from Mackage.

Issues with the coat: -Heavy. It is very heavy compared to similar warm coats. Shell and fur add significant weight -Pockets. Only pocket besides the 2 hand ones is one interior one. But the zipper on that one is so small you can hardly open it without pulling fur and certainly not with a glove. So you have to open the coat and remove any gloves to access anything and still a struggle. Would be better to have one pocket with decent zippers accessible from outside (sleeve, chest...). Hand pockets are nice with fleece lining but not very deep and very rough zipper scratches your hands if you don't have gloves on -Mackage skimping on quality. This is overall a nice coat but Mackage is definitely cutting corners when it comes to quality to bolster margins, not acceptable for luxury items. Coat is made in China and even the down is much cheaper duck down. Keep in mind you can get top of the line 100% white hungarian goose down coats from non-designer brands for a few hundred so while goose down is more expensive, it clearly is not so expensive. Wish they didn't skimp. So while a nice coat, just does not warrant the hefty price tag -No exchanges. I bought this with a discount and used their own size recommendations from 2 other brands to select a small. WAY too tight so wanted to exchange for a M. They won't let you exchange anything. You can return but then have to buy new item at current price. Wouldn't honor my original discount code since I used it! So wanted hundreds more to replace with the right size. They want to be a luxury brand but are not, from quality and...

I had a spectacular experience at the Mackage store in Soho because a gentleman by the name of Jorge provided superior customer service. He offered assistance and didn’t hover over me like other sales associates at other high-end stores. Jorge offered his honest and candid feedback, which was instrumental in helping me select the ideal coat in the perfect color. He made sure I selected the coat (Kay coat—black on black) that fit and contoured my body and not one that I’d regret swimming in later on.

To take it a step further, when I forgot to activate my ebates/Rakuten account to get 10% cash back, he was innovative and thought outside the box to help the associate behind the register do a return and repurchase to get my 10% discount. Although he certainly did not have to do that since I’m outside the return window (no returns between 12/26 - 12/30), he was able to help grant me a one time return and repurchase so I wouldn’t have to return on 12/30 to return and repurchase the coat. Jorge provides exceptional customer service—one where I can’t thank him enough. His sincere helpfulness and thoughtfulness definitely shone through. I could only hope that there are more customer associates out there that provide the level of service that he does. Thanks again, Jorge! Your help really meant a lot...