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Business Profile

Designer Apparel

Mackage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Designer Apparel.

Complaints

This profile includes complaints for Mackage's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Mackage has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Mackage

      138 Spring St New York, NY 10012-3854

    • Mackage

      210 11th Ave Rm 201 C/O App Group New York, NY 10001-1210

    • Mackage

      814 Madison Ave New York, NY 10065-4904

    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good afternoon,As the cold weather approaches here in ******** I am reminded that I basically got robbed by mackage the company whom makes coats. I bought a coat with them earlier this year and after just a week of wearing the coat I noticed the feathers were coming out of it ALOT. So much so that the coat looked old so I called the store up and told them what was happening to which they informed me I had 30 days to come back to exchange. I made it within the 30 day timeframe only to be turned away and told it is actually only 14 days but that I could submit a claim on line. So i proceeded to reach out to mackage customer service and they offered to send coat in for repairs which I refused because I had just bought this coat. I've sat with it for months frustrated and a friend of mine recently suggested I reach out to BBB to see if there is any way I can be helped. I can forward over the email communications between mackage company and I if needed. Thank you

      Customer Answer

      Date: 12/27/2024

      Better Business Bureau:

      At this time, I have not been contacted by Mackage regarding complaint ID ********.

      Sincerely,

      ******* *********

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been in a this process with ********************** and Affirm for the past 5 months. To sum up everything , I have had an issue with ********************** regarding a return and refund. They told me that the items were received in their warehouse on October 3rd and should be expecting a refund by the week afterwards. The following week came and i reached out again on October 20th regarding the refund and they said it is under process and should be completed within 2 business days at max * days have passed and i still havent received anything so i decided to contact them regarding the the refund again on October 2*th and they are now telling me we arent able to locate the items within or warehouse. Then they said we will contact you with any updates. They asked for my email address and still havent reached out to me. I then contacted them on November 7th regarding the situation at hand, i sent them my packing slip and drop off receipt because those were things that they asked for. Now theyre saying that they have to open a claim on ***** since it was delivered to the wrong address. The package was shipped with the tracking with the same exact label provided in their refund portal. Then why would their agent tell me it was already in possession.2 months have gone by and i still havent received any notification on the claim for ***** so i contacted my financial institution to issue a charge back because at that point, its unfair to me that i have to constantly reach out to them for updates and im the one still expecting to pay for these items. So on January 29th, 202*, I asked for an update (this was after the charge back) and they proceeded to tell me Once a chargeback is filed, please be advised that you will need to contact your bank for further assistance and to contact your bank to expedite the process Affirm is still expecting me to pay this amount because mackage is refusing to cancel the order on their end .When i contacted my bank they said they have no control over

      Customer Answer

      Date: 03/31/2024

      Better Business Bureau:

      At this time, I have not been contacted by Mackage regarding complaint ID ********. The last contact that IVE made to them was on March 6th. I called and they hung up on me.

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:04/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a jacket on 2/14/23 online. Purchased was totaled $1295.61 Fed ex tracking # ************ Order # ******** Contacted Mackage customer service over the last 2 months in regards of my order. Was given a claim # ********** from fed ex and they stated the claim was resolved and the merchant was refunded. Mackage is telling me that the claim is still pending and theres nothing they can do. This issue is going on 2 months and nothing has been done to resolve it. I requested several times to speak to a manager for over a week and still havent received a call back from any manager. The customer service i received was appalling. Mackage has no issue taking my money for an order but when it comes to helping a customer with an issue they dont do anything but tell me to wait.

      Business Response

      Date: 04/12/2023

      Good day,

      Please be advised that we have escalated your case to ***** claim manager to retrieve a quicker response from their team.

      Please allow us ***** business hours in order for us to get a response from ***** team.

      We will update you by our current communication channel as soon as we have an update on your loss claim case.

      Thank you for your patience

      Regards, 

    • Initial Complaint

      Date:02/13/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a mackage jacket online I saved this jacket for a special event I go to put it in the hotel out the mackage bag and original packaging bought matching shoes and shirt so i go to the mirror to try it on and there's a pen **** on it when I'm no where near a pen , I thought I would have more respect for this company to not make such a mistake I don't know if this was a jacket they used at the store for people to try on that they sold me but I'm very disappointed , especially when I bought the same jacket for my girlfriend as well I was a loyal customer to this brand

      Business Response

      Date: 04/12/2023

      Hi *****,

      We have reviewed your case. Please be advised that one of our sales specialist will email you shortly with further instructions.

      Thank you for your patience.

      Best Regards, 

    • Initial Complaint

      Date:02/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased one of the mens Mackage jackets for my partner in December 2021 as a Christmas present. I was told it has a life guarantee. Around November 2022 we noticed that the colour of the jacket is turning from black to a ***** bronze at most places. I expect the jacket to be replaced as it is was hardly a year old. Needless to say, this jacket was only used over the Winter and colder months.

      Business Response

      Date: 04/12/2023

      Hi *******

      As advised and confirmed throughout our interactions by email, we are already proceeding with the shipment of a replacement jacket free of charge.

      Thank you 

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a coat as a Christmas gift for my wife from mackage purchased the coat in November didnt give the coat to my wife till Christmas Day that is when I was informed I had purchased the wrong size and I was unaware of 14 day return policy till I reached out to mackage day after Christmas through email and phone I do not want money back just proper size the coat is in the same condition it was sent to me including tags and packaging including the box it came in and they refuse to accommodate me

      Customer Answer

      Date: 02/03/2023

      Better Business Bureau:

      At this time, I have not been contacted by Mackage regarding complaint ID ********.

      Sincerely,

      *********************

    • Initial Complaint

      Date:12/19/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a coat on December 14 online as a Christmas gift for my daughter. I received a notification from ***** stating that my order was delivered to my place of employment however no item was received. I immediately sent an email and a message to the text notification of the company to no avail. The customer service department told me that I needed to file a police report so that a claim it be filed with ***** for the missing package. I did this immediately because I needed my package to be fulfilled because it is a Christmas gift and it is a few days before Christmas as of right now. I am extremely disappointed because I have no item nor a resolve from the company, the company stated that it can be from two weeks to eight weeks before ***** response to them and this is not acceptable. The company has not offered a refund nor a solution immediately for my problem Whatsoever. This is extremely unfortunate and disheartening right now after dealing with a pandemic and the cold cost almost $1300 with tax which is not easy to come by for anyone in todays climate. I am a person who is hard-working however I have suffered several strokes and this has caused unnecessary stress and anxiety. This company needs to do better and fulfill the promises to the clients. When speaking to the customer service agent they basically told me that after a product leaves their wear house they are no longer responsible no matter what happens. I believe this is abuse of power and the consumer is extremely helpless in these situations. I have purchased items from many high-end companies and I have never in my life received the lack of service that I have just received and I am extremely disappointed and they have lost a customer forever. I purchased another coat from one of their stores and it was a lovely experience which is why I had no issue with purchasing online as the stock in the store was low and online they had an open availability of product. It is Christmas. Order# ******** 

      Customer Answer

      Date: 01/16/2023

      Better Business Bureau:

      At this time, I have not been contacted by Mackage regarding complaint ID ********.

      Sincerely,

      *******************

    • Initial Complaint

      Date:10/27/2022

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a white coat with leather details in 2021. After being in a rain down pour, the black leather trim dyed the white jacket with a blueish black tint. I paid postage to sent the jacket to ********, ****** as part of the lifetime warranty that Mackage offers. After inspecting the jacket, customer service blamed me for the problem, saying that I didn't follow the washing instructions properly and that I didn't dry the jacket long enough. This jacket hasn't even been in the wash! They are not fulfilling their warranty promise and are sending the jacket back to me.

    • Initial Complaint

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello I purchased a fall jacket totaling $488:00 for my daughter for her birthday. The jacket came damaged with holes in the pocket, I contacted mackage right away by phone and email and they refuse to do anything. They told me I can return it and I would have to reorder, their customer service and policy is horrible for such an expensive items they need a better policy. Like they sent me something damaged my daughter has no jacket and its fall and I have nothing to give her for her birthday because the jacket is damaged. I also sent them pictures of the jacket. I will never purchase anything else from them. I have purchased so many items in the past. I am very upset and the company should be doing something do to the inconvenience.

      Customer Answer

      Date: 12/24/2022

      Better Business Bureau:

      At this time, I have not been contacted by Mackage regarding complaint ID ********.

      Sincerely,

      *************************

    • Initial Complaint

      Date:05/10/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a jacket from Mackage back in 2018- After a few months of use there was holes forming on the sleeves. I reached out to their repairs department as they have lifetime warranty. Despite all my issues the jacket was finally sent to them in 2021 to repair. They returned my jacket which was not fixed and holes still remained as well when it was returned they sent an early **** dollar jacket in a box with no protection and scratched up my whole jacket. I reached out and they asked me to send the jacket back again. I send the jacket back again and they tell me via email, while my jacket is there that they have again fixed the holes but that the scratches are not scratches they are discolouration. Anyone who looks at the photos of the scratches can visibly see these are confirmed scratch marks and nothing else. Anyhow, they again send the jacket back with holes in the sleeves. The person behind the email is not willing to discuss, does not address my concerns and simply tells me basically that what she is saying is what will go! I do not stand for this. This jacket was expensive and not only has my time been wasted they also added to damage to my jacket and refuse to take accountability let alone the fact they claim they are fixing the issues they do cover but send it back unresolved. I finally contact the customer service number and asked for a manager.. apparently one was not available but within 5 minutes I received an email from a manager that states that the holes they claim to have fixed for over a year and they ones they just sent me an email claiming to have repaired are actually not going to be repaired.

      Customer Answer

      Date: 06/10/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Mackage has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      *******************************

    Mackage is NOT a BBB Accredited Business.

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