New forum member brand (Rugged West)

[TartuWolf]

@leatherhead
Exactly, I'm really looking forward to more pictures of the cordovan in proper lighting. Thank you for sharing the extra picture of the teacore cross zip.
And yes it seems like she changed the description/naming. She has been very good to responding to feedback!

 

[herculance]

Leilah just reposted this IG story from a customer unboxing:

Looks good to me!

 

[leatherhead]

I was thinking of The Sentinel in the black tea core... The cordovan looks nice too...

I think Leilah will make the Sentinel in teacore steerhide if you want.

Leilah just reposted this IG story from a customer unboxing:

View attachment 686949

Looks good to me!

That is just the regular two tone steerhide I think, not the cordovan.

 

[herculance]

I think Leilah will make the Sentinel in teacore steerhide if you want.

That is just the regular two tone steerhide I think, not the cordovan.

ahh my bad! I'm such a noob

add that I'm too excited for mine too

 

[Ianrivaldosmith]

I just pulled the trigger on The Marling haha I had to run my numbers with the wife and thankfully it checks out

Will update here too if anyone's interested

I just had a custom version of this delivered last week, took around 8 weeks all in all ( I did order it over Xmas to be fair). I still have not had time to try it on yet! When I do, I'll post a pic.

 

[herculance]

I just had a custom version of this delivered last week, took around 8 weeks all in all ( I did order it over Xmas to be fair). I still have not had time to try it on yet! When I do, I'll post a pic.

Please do!

Already in the new leather right? I think Leilah told me around that time too that it was already available before she hard-launched the new hides.

Mine won't arrive probably until late spring

 

[leatherhead]

https://www.instagram.com/p/DHKGNYLora7/?igsh=MWpuYzM1ZWs3c3h0Zg==
@TartuWolf This is definitely the post we have been waiting for, the leather looks pretty damn good imo.

 

[zacharge]

Has anyone received a stockman yet? I saw that they are now made for purchase / stocked and was wondering if they shipped out yet. I purchased when they were still made to order in January

 

[TartuWolf]

Good honest review on YT/Reddit : https://www.reddit.com/r/leatherjacket/comments/1jlzv8g Seems like a lot of mistakes were made along the way, customer disappointed, communication was neglected, but he should get his money back at the end of the day.
Also some info / feedback about the new leather in the video : awful smell, thin and top coat already chipped off on a new jacket. Obviously that's just one experience and the "thin" thing is subjective.
One of my main notices was the zipped cuffs that don't hug the wrist at all. That's bad in my opinion.
Saddest thing by far is the communication reported by this customer. I think that really makes or breaks an experience - if the support is good and things get sorted out in the end to the satisfaction of the customer - all mistakes can be forgiven. In a way it was sorted out in this case, but the customer was definitely left feeling disappointed.

 

[Leilah Wilde]

Good honest review on YT/Reddit : https://www.reddit.com/r/leatherjacket/comments/1jlzv8g Seems like a lot of mistakes were made along the way, customer disappointed, communication was neglected, but he should get his money back at the end of the day.
Also some info / feedback about the new leather in the video : awful smell, thin and top coat already chipped off on a new jacket. Obviously that's just one experience and the "thin" thing is subjective.
One of my main notices was the zipped cuffs that don't hug the wrist at all. That's bad in my opinion.
Saddest thing by far is the communication reported by this customer. I think that really makes or breaks an experience - if the support is good and things get sorted out in the end to the satisfaction of the customer - all mistakes can be forgiven. In a way it was sorted out in this case, but the customer was definitely left feeling disappointed.

Hey fellow TFL members,

I wanted to take a moment to say hello and address the recent review and the discussion around it directly, with full transparency and respect.

1. Communication:

The truth is, in the past few months, the volume of orders has skyrocketed, which I’m incredibly grateful for, but it’s also been overwhelming. Rugged West is just me: designing jackets, liaising with my makers, replying to every email, packing each order, and even finishing some of the jackets by hand. Managing custom orders has been particularly difficult - especially when changes are requested after the green light has been given and production has started. It becomes a logistical juggling act that, unfortunately, I haven’t always handled well.

I’ve acknowledged this publicly already, and I’ll say it again here: I need to do better. Communication has slipped, and that’s on me.

2. The Mistake:

I’ve fulfilled over 200 orders in the last year. I’ve made a couple of mistakes - this was one of them. It stings, but it’s also an opportunity to learn. My intention has always been to provide a warm, personal experience - many of my customers have become friends, a few weeks back I even had an awesome couple fly in from Belgium to collect a jacket and ended up coming to my home and sharing tea with my family. That’s the kind of connection I care about. So yes, this was a painful moment, but I’m taking it seriously.

3. The Leather:
Regarding the new steerhide - I’ve been collecting rare leather jackets for 20 years, and I’m extremely particular about what I use. This hide is what I would describe as a mid-weight, comfortable steerhide - definitely not thin and not fragile. The standard stock hide I work with is thicker and very rigid. Some adored the harsh break in period; others found it far too extreme for daily wear.

This new leather was created specifically for wearability. I’ve worn it for two months straight, in rough conditions, and haven’t experienced any chipping or coating issues. The feedback I’ve received from customers after receiving their jackets made from this hide has been overwhelmingly positive. I have had follow up emails weeks later to praise how wonderful it is, just because. I genuinely believe the damage seen in that video was due to transit or external factors. Again, no excuse. Should any of my customers ever receive a jacket that is damaged in any way, I will pay to have it sent back to me for a full refund.

4. The Smell:

This one I actually addressed with the customer privately. I currently store everything downstairs at home, and I’ve been having bathroom tiling and renovation work done. If anyone here has ever lived through tiling, plastering and fresh paint, you’ll know - it stinks. Despite keeping windows open and trying to air things out, I think that smell may have transferred temporarily. Thankfully, that’s since cleared, and the jackets smell exactly as they should.

5. Zipped Cuffs Fit:

Fair point raised. This is subjective, of course, but I understand the concern. I’ve taken that feedback on board and will revisit the pattern to see how the cuffs can be adjusted for a closer fit without compromising comfort. I should note that the majority of my customers have a cuff circumference of 4.8” to 5”.

At the end of the day, I’m not a corporation - I’m just one person trying to build something honest and real. I’ve made mistakes. I’ve also poured everything into this. And I plan on learning from this experience and improving as I go along.

For now, I’ll be putting custom orders on pause while I focus on tightening up workflow and perhaps taking someone on to support. I take full accountability for where things have gone wrong and I am truly sorry.

Thank you to those in this community who’ve supported me so far, and even to those who’ve offered critique - it helps me grow. I’ll continue doing everything I can to make the jackets the best they can be.

Thanks guys,
Leilah

 

[Khilij]

Hey fellow TFL members,

I wanted to take a moment to say hello and address the recent review and the discussion around it directly, with full transparency and respect.

1. Communication:

The truth is, in the past few months, the volume of orders has skyrocketed, which I’m incredibly grateful for, but it’s also been overwhelming. Rugged West is just me: designing jackets, liaising with my makers, replying to every email, packing each order, and even finishing some of the jackets by hand. Managing custom orders has been particularly difficult - especially when changes are requested after the green light has been given and production has started. It becomes a logistical juggling act that, unfortunately, I haven’t always handled well.

I’ve acknowledged this publicly already, and I’ll say it again here: I need to do better. Communication has slipped, and that’s on me.

2. The Mistake:

I’ve fulfilled over 200 orders in the last year. I’ve made a couple of mistakes - this was one of them. It stings, but it’s also an opportunity to learn. My intention has always been to provide a warm, personal experience - many of my customers have become friends, a few weeks back I even had an awesome couple fly in from Belgium to collect a jacket and ended up coming to my home and sharing tea with my family. That’s the kind of connection I care about. So yes, this was a painful moment, but I’m taking it seriously.

3. The Leather:
Regarding the new steerhide - I’ve been collecting rare leather jackets for 20 years, and I’m extremely particular about what I use. This hide is what I would describe as a mid-weight, comfortable steerhide - definitely not thin and not fragile. The standard stock hide I work with is thicker and very rigid. Some adored the harsh break in period; others found it far too extreme for daily wear.

This new leather was created specifically for wearability. I’ve worn it for two months straight, in rough conditions, and haven’t experienced any chipping or coating issues. The feedback I’ve received from customers after receiving their jackets made from this hide has been overwhelmingly positive. I have had follow up emails weeks later to praise how wonderful it is, just because. I genuinely believe the damage seen in that video was due to transit or external factors. Again, no excuse. Should any of my customers ever receive a jacket that is damaged in any way, I will pay to have it sent back to me for a full refund.

4. The Smell:

This one I actually addressed with the customer privately. I currently store everything downstairs at home, and I’ve been having bathroom tiling and renovation work done. If anyone here has ever lived through tiling, plastering and fresh paint, you’ll know - it stinks. Despite keeping windows open and trying to air things out, I think that smell may have transferred temporarily. Thankfully, that’s since cleared, and the jackets smell exactly as they should.

5. Zipped Cuffs Fit:

Fair point raised. This is subjective, of course, but I understand the concern. I’ve taken that feedback on board and will revisit the pattern to see how the cuffs can be adjusted for a closer fit without compromising comfort. I should note that the majority of my customers have a cuff circumference of 4.8” to 5”.

At the end of the day, I’m not a corporation - I’m just one person trying to build something honest and real. I’ve made mistakes. I’ve also poured everything into this. And I plan on learning from this experience and improving as I go along.

For now, I’ll be putting custom orders on pause while I focus on tightening up workflow and perhaps taking someone on to support. I take full accountability for where things have gone wrong and I am truly sorry.

Thank you to those in this community who’ve supported me so far, and even to those who’ve offered critique - it helps me grow. I’ll continue doing everything I can to make the jackets the best it can be.

Thanks guys,
Leilah

I have had a fantastic experience with your company so far, for what it's worth, and I fully believe you will address these issues and come out stronger for it. Can't wait for my (third) Rugged Rider.

 

[Leilah Wilde]

I have had a fantastic experience with your company so far, for what it's worth, and I fully believe you will address these issues and come out stronger for it. Can't wait for my (third) Rugged Rider.

That means an incredible deal. Thank you so much for your support and I hope I knock it out of the park for you.

 

[NielsLyhne]

@Leilah Wilde
You holding your hands up and acknowledging the mistakes that were made on your side is very appreciated Leilah as it’s very rarely seen.
I look forward to receiving my Rugged Rider.

 

[MrProper]

Hey fellow TFL members,

I wanted to take a moment to say hello and address the recent review and the discussion around it directly, with full transparency and respect.

1. Communication:

The truth is, in the past few months, the volume of orders has skyrocketed, which I’m incredibly grateful for, but it’s also been overwhelming. Rugged West is just me: designing jackets, liaising with my makers, replying to every email, packing each order, and even finishing some of the jackets by hand. Managing custom orders has been particularly difficult - especially when changes are requested after the green light has been given and production has started. It becomes a logistical juggling act that, unfortunately, I haven’t always handled well.

I’ve acknowledged this publicly already, and I’ll say it again here: I need to do better. Communication has slipped, and that’s on me.

2. The Mistake:

I’ve fulfilled over 200 orders in the last year. I’ve made a couple of mistakes - this was one of them. It stings, but it’s also an opportunity to learn. My intention has always been to provide a warm, personal experience - many of my customers have become friends, a few weeks back I even had an awesome couple fly in from Belgium to collect a jacket and ended up coming to my home and sharing tea with my family. That’s the kind of connection I care about. So yes, this was a painful moment, but I’m taking it seriously.

3. The Leather:
Regarding the new steerhide - I’ve been collecting rare leather jackets for 20 years, and I’m extremely particular about what I use. This hide is what I would describe as a mid-weight, comfortable steerhide - definitely not thin and not fragile. The standard stock hide I work with is thicker and very rigid. Some adored the harsh break in period; others found it far too extreme for daily wear.

This new leather was created specifically for wearability. I’ve worn it for two months straight, in rough conditions, and haven’t experienced any chipping or coating issues. The feedback I’ve received from customers after receiving their jackets made from this hide has been overwhelmingly positive. I have had follow up emails weeks later to praise how wonderful it is, just because. I genuinely believe the damage seen in that video was due to transit or external factors. Again, no excuse. Should any of my customers ever receive a jacket that is damaged in any way, I will pay to have it sent back to me for a full refund.

4. The Smell:

This one I actually addressed with the customer privately. I currently store everything downstairs at home, and I’ve been having bathroom tiling and renovation work done. If anyone here has ever lived through tiling, plastering and fresh paint, you’ll know - it stinks. Despite keeping windows open and trying to air things out, I think that smell may have transferred temporarily. Thankfully, that’s since cleared, and the jackets smell exactly as they should.

5. Zipped Cuffs Fit:

Fair point raised. This is subjective, of course, but I understand the concern. I’ve taken that feedback on board and will revisit the pattern to see how the cuffs can be adjusted for a closer fit without compromising comfort. I should note that the majority of my customers have a cuff circumference of 4.8” to 5”.

At the end of the day, I’m not a corporation - I’m just one person trying to build something honest and real. I’ve made mistakes. I’ve also poured everything into this. And I plan on learning from this experience and improving as I go along.

For now, I’ll be putting custom orders on pause while I focus on tightening up workflow and perhaps taking someone on to support. I take full accountability for where things have gone wrong and I am truly sorry.

Thank you to those in this community who’ve supported me so far, and even to those who’ve offered critique - it helps me grow. I’ll continue doing everything I can to make the jackets the best it can be.

Thanks guys,
Leilah

I haven't watched the video yet, so I can only comment on what the post says.
At least for me, the communication when buying a jacket was always flawless. Maybe they didn't always reply in the same second, but always within a reasonable period of time.
With my three RW jackets, I can't say that the leather is thin. In fact, the jackets are just as heavy or heavier than my Aeros from CXSH and Badalassi.
Fortunately, my jackets have not lost their "varnish".
I only have one jacket with a zip on the sleeve and at least for my arms it fits well.
The lining of my first RW jacket was slightly torn at the armpit. Leilah had offered to fix it. But I was too lazy to deal with transport and customs etc. and thought I'd have my seamstress sew it up when I got the chance.
Is the leather Horween or Badalassi? No, of course not. I also reported this back to Leilah. But to be fair, that wasn't my expectation and nothing was advertised in that direction. Because the leather (although I don't know all the leathers that RW offers) is rather soft, I find it very comfortable to wear.

For me, it fits very well as it is and another jacket is not out of the question

 

[Tom71]

Hey fellow TFL members,

I wanted to take a moment to say hello and address the recent review and the discussion around it directly, with full transparency and respect.

1. Communication:

The truth is, in the past few months, the volume of orders has skyrocketed, which I’m incredibly grateful for, but it’s also been overwhelming. Rugged West is just me: designing jackets, liaising with my makers, replying to every email, packing each order, and even finishing some of the jackets by hand. Managing custom orders has been particularly difficult - especially when changes are requested after the green light has been given and production has started. It becomes a logistical juggling act that, unfortunately, I haven’t always handled well.

I’ve acknowledged this publicly already, and I’ll say it again here: I need to do better. Communication has slipped, and that’s on me.

2. The Mistake:

I’ve fulfilled over 200 orders in the last year. I’ve made a couple of mistakes - this was one of them. It stings, but it’s also an opportunity to learn. My intention has always been to provide a warm, personal experience - many of my customers have become friends, a few weeks back I even had an awesome couple fly in from Belgium to collect a jacket and ended up coming to my home and sharing tea with my family. That’s the kind of connection I care about. So yes, this was a painful moment, but I’m taking it seriously.

3. The Leather:
Regarding the new steerhide - I’ve been collecting rare leather jackets for 20 years, and I’m extremely particular about what I use. This hide is what I would describe as a mid-weight, comfortable steerhide - definitely not thin and not fragile. The standard stock hide I work with is thicker and very rigid. Some adored the harsh break in period; others found it far too extreme for daily wear.

This new leather was created specifically for wearability. I’ve worn it for two months straight, in rough conditions, and haven’t experienced any chipping or coating issues. The feedback I’ve received from customers after receiving their jackets made from this hide has been overwhelmingly positive. I have had follow up emails weeks later to praise how wonderful it is, just because. I genuinely believe the damage seen in that video was due to transit or external factors. Again, no excuse. Should any of my customers ever receive a jacket that is damaged in any way, I will pay to have it sent back to me for a full refund.

4. The Smell:

This one I actually addressed with the customer privately. I currently store everything downstairs at home, and I’ve been having bathroom tiling and renovation work done. If anyone here has ever lived through tiling, plastering and fresh paint, you’ll know - it stinks. Despite keeping windows open and trying to air things out, I think that smell may have transferred temporarily. Thankfully, that’s since cleared, and the jackets smell exactly as they should.

5. Zipped Cuffs Fit:

Fair point raised. This is subjective, of course, but I understand the concern. I’ve taken that feedback on board and will revisit the pattern to see how the cuffs can be adjusted for a closer fit without compromising comfort. I should note that the majority of my customers have a cuff circumference of 4.8” to 5”.

At the end of the day, I’m not a corporation - I’m just one person trying to build something honest and real. I’ve made mistakes. I’ve also poured everything into this. And I plan on learning from this experience and improving as I go along.

For now, I’ll be putting custom orders on pause while I focus on tightening up workflow and perhaps taking someone on to support. I take full accountability for where things have gone wrong and I am truly sorry.

Thank you to those in this community who’ve supported me so far, and even to those who’ve offered critique - it helps me grow. I’ll continue doing everything I can to make the jackets the best they can be.

Thanks guys,
Leilah

That’s a reassuring post. For some time now, I consider myself a “future customer” of RW. The time hasn’t come yet, and perhaps not quite the model too, but the new hides are tempting.

For me as a customer, an order is not about zero issues but about how issues - if they arise - are handled.
Communication is an important part that can really make or break a customer experience. I feel the pain of a tiny organisation suddenly pained by what everybody is working for: sudden success.

 

[herculance]

Hey fellow TFL members,

I wanted to take a moment to say hello and address the recent review and the discussion around it directly, with full transparency and respect.

1. Communication:

The truth is, in the past few months, the volume of orders has skyrocketed, which I’m incredibly grateful for, but it’s also been overwhelming. Rugged West is just me: designing jackets, liaising with my makers, replying to every email, packing each order, and even finishing some of the jackets by hand. Managing custom orders has been particularly difficult - especially when changes are requested after the green light has been given and production has started. It becomes a logistical juggling act that, unfortunately, I haven’t always handled well.

I’ve acknowledged this publicly already, and I’ll say it again here: I need to do better. Communication has slipped, and that’s on me.

2. The Mistake:

I’ve fulfilled over 200 orders in the last year. I’ve made a couple of mistakes - this was one of them. It stings, but it’s also an opportunity to learn. My intention has always been to provide a warm, personal experience - many of my customers have become friends, a few weeks back I even had an awesome couple fly in from Belgium to collect a jacket and ended up coming to my home and sharing tea with my family. That’s the kind of connection I care about. So yes, this was a painful moment, but I’m taking it seriously.

3. The Leather:
Regarding the new steerhide - I’ve been collecting rare leather jackets for 20 years, and I’m extremely particular about what I use. This hide is what I would describe as a mid-weight, comfortable steerhide - definitely not thin and not fragile. The standard stock hide I work with is thicker and very rigid. Some adored the harsh break in period; others found it far too extreme for daily wear.

This new leather was created specifically for wearability. I’ve worn it for two months straight, in rough conditions, and haven’t experienced any chipping or coating issues. The feedback I’ve received from customers after receiving their jackets made from this hide has been overwhelmingly positive. I have had follow up emails weeks later to praise how wonderful it is, just because. I genuinely believe the damage seen in that video was due to transit or external factors. Again, no excuse. Should any of my customers ever receive a jacket that is damaged in any way, I will pay to have it sent back to me for a full refund.

4. The Smell:

This one I actually addressed with the customer privately. I currently store everything downstairs at home, and I’ve been having bathroom tiling and renovation work done. If anyone here has ever lived through tiling, plastering and fresh paint, you’ll know - it stinks. Despite keeping windows open and trying to air things out, I think that smell may have transferred temporarily. Thankfully, that’s since cleared, and the jackets smell exactly as they should.

5. Zipped Cuffs Fit:

Fair point raised. This is subjective, of course, but I understand the concern. I’ve taken that feedback on board and will revisit the pattern to see how the cuffs can be adjusted for a closer fit without compromising comfort. I should note that the majority of my customers have a cuff circumference of 4.8” to 5”.

At the end of the day, I’m not a corporation - I’m just one person trying to build something honest and real. I’ve made mistakes. I’ve also poured everything into this. And I plan on learning from this experience and improving as I go along.

For now, I’ll be putting custom orders on pause while I focus on tightening up workflow and perhaps taking someone on to support. I take full accountability for where things have gone wrong and I am truly sorry.

Thank you to those in this community who’ve supported me so far, and even to those who’ve offered critique - it helps me grow. I’ll continue doing everything I can to make the jackets the best they can be.

Thanks guys,
Leilah

Thanks Leilah for addressing this and taking accountability. In any business, you need to account for a % of bad outputs made, but as a customer you don't want to be that unlucky statistic. Mistakes happen, but how they’re handled matters, and this is a green flag for Rugged West.

I haven’t received my jacket yet, but the communication has been great. This thread and your Coastal Files podcast episode set clear expectations; I believe you mentioned 70%+ of orders are custom.

Can't wait to receive mine!

 

[Will Zach]

They say it is easy to start a business, but to grow it is difficult. Particularly managing growth spurs. I see some parallels with Field (comms). Keep at it Leilah, you'll figure it out.

 

[ZeroDelta]

Hey fellow TFL members,

I wanted to take a moment to say hello and address the recent review and the discussion around it directly, with full transparency and respect.

1. Communication:

The truth is, in the past few months, the volume of orders has skyrocketed, which I’m incredibly grateful for, but it’s also been overwhelming. Rugged West is just me: designing jackets, liaising with my makers, replying to every email, packing each order, and even finishing some of the jackets by hand. Managing custom orders has been particularly difficult - especially when changes are requested after the green light has been given and production has started. It becomes a logistical juggling act that, unfortunately, I haven’t always handled well.

I’ve acknowledged this publicly already, and I’ll say it again here: I need to do better. Communication has slipped, and that’s on me.

2. The Mistake:

I’ve fulfilled over 200 orders in the last year. I’ve made a couple of mistakes - this was one of them. It stings, but it’s also an opportunity to learn. My intention has always been to provide a warm, personal experience - many of my customers have become friends, a few weeks back I even had an awesome couple fly in from Belgium to collect a jacket and ended up coming to my home and sharing tea with my family. That’s the kind of connection I care about. So yes, this was a painful moment, but I’m taking it seriously.

3. The Leather:
Regarding the new steerhide - I’ve been collecting rare leather jackets for 20 years, and I’m extremely particular about what I use. This hide is what I would describe as a mid-weight, comfortable steerhide - definitely not thin and not fragile. The standard stock hide I work with is thicker and very rigid. Some adored the harsh break in period; others found it far too extreme for daily wear.

This new leather was created specifically for wearability. I’ve worn it for two months straight, in rough conditions, and haven’t experienced any chipping or coating issues. The feedback I’ve received from customers after receiving their jackets made from this hide has been overwhelmingly positive. I have had follow up emails weeks later to praise how wonderful it is, just because. I genuinely believe the damage seen in that video was due to transit or external factors. Again, no excuse. Should any of my customers ever receive a jacket that is damaged in any way, I will pay to have it sent back to me for a full refund.

4. The Smell:

This one I actually addressed with the customer privately. I currently store everything downstairs at home, and I’ve been having bathroom tiling and renovation work done. If anyone here has ever lived through tiling, plastering and fresh paint, you’ll know - it stinks. Despite keeping windows open and trying to air things out, I think that smell may have transferred temporarily. Thankfully, that’s since cleared, and the jackets smell exactly as they should.

5. Zipped Cuffs Fit:

Fair point raised. This is subjective, of course, but I understand the concern. I’ve taken that feedback on board and will revisit the pattern to see how the cuffs can be adjusted for a closer fit without compromising comfort. I should note that the majority of my customers have a cuff circumference of 4.8” to 5”.

At the end of the day, I’m not a corporation - I’m just one person trying to build something honest and real. I’ve made mistakes. I’ve also poured everything into this. And I plan on learning from this experience and improving as I go along.

For now, I’ll be putting custom orders on pause while I focus on tightening up workflow and perhaps taking someone on to support. I take full accountability for where things have gone wrong and I am truly sorry.

Thank you to those in this community who’ve supported me so far, and even to those who’ve offered critique - it helps me grow. I’ll continue doing everything I can to make the jackets the best they can be.

Thanks guys,
Leilah

I was really surprised when I saw this review as my experiences with you have been completely the opposite. I had really top notch communication with both of my orders. The response times were very quick and even had me questioning Leilahs sanity with some of the times she would respond given the time difference between Colorado and the UK. I’ve been trying to order a pair of willies boots for two weeks now with my last message sitting on read for over 2 days now with no response. I had nothing like this with Rugged West.

I have not received my second jacket in the new hide but as for my first jacket that was in the two tone steerhide there wasn't any bad smell. I have 5 stars and my RW was nothing like that. I was very surprised that this review said that the Leather was thin. My jackets leather is substantial with out being overly stiff. The measurement were all to spec and there was no chipping on my jacket. I did have some of the tape that was covering hardware pull up a little pigment when I removed it too quickly.

My jacket was exactly what I expected. There were no surprises or differences from the model on the website.

I liked my first jacket enough to buy a second that I am eagerly awaiting in the blackened tea core.

I think you are suffering from success. Not a bad problem to have. It seems like you are taking this seriously and are learning from it.

 

[TartuWolf]

Don't get me wrong, I didn't share this review to bring negative light to RW, just found it rather informative and transparent describing an unfortunate experience. And for the first time you can see the cordovan on video!
Obviously this is an exception and I've seen much more positive feedback about RW than negative.
Even on reddit there are 2-3 other reviews that are much more favorable.

My own experience with Leilah has also been terrific, even if the communication was rather sporadic at times - which is totally understandable given the stress she is under and the growth that she is experiencing. Once I did get a hold of her - pure pleasure to communicating and discuss things with her!

And this is a good example of something drawing attention to a brand (even if the experience described is rather negative) and giving Leilah a great chance to show how much she cares about feedback - giving her brand very positive reputation in the final equation.

Big thanks @Leilah Wilde for such thorough and quick responses both here and on the reddit post. Big respect to you! 3rd kid should pop out any day now and hopefully in a few months my wife can start wearing the type 1 jacket that we purchased from Rugged West - really looking forward to that.
And I'm still hoping to get a jacket for myself from you someday! Hopefully sooner rather than later.

As for several of the more specific comments from the review and your responses:
The smell of the leather seems to have been an unfortunate event (as this whole described order has been) and once again is an exception, not the rule. The thickness of the leather is deliberate by you - instead of the 1.8mm two tone or 2mm bison you went for a more mid weight 1.4mm (which is not light at all, at least on paper). Notice that the reviewer is wearing a Vanson (if I'm not mistaken) at the end of the video - no wonder why 1.4mm feels rather thin to him eh? Vanson tends to use pretty monstrous hides for the CW stuff.
And the cuff width is a tough nut to crack as the wrist circumference does not correlate well with overall jacket sizing.

 

[TartuWolf]

All of these are "1.4mm steerhide", but I'm not sure if all of these are the same leather:
- blackened brown teacore
- teacore blackened brown
- Oil Black Teacore
- (simply)Teacore
Seems confusing to me.
The photos also show how big the variation is (assuming it's all the same leather, because Leilah said they have 3 options : cordovan, British tan and X). No idea how much of this is down to lighting, camera setting or leather color variation.