I continue to be blown away by the initial craftsmanship of their products AND the exceptional customer service I've received. I've been a customer for over 20 years, and I love that the products are still stellar, handcrafted and personalized. I love that their monogrammed pieces are generally able to be remonogrammed, supporting a sustainable approach rather than the fast and cheap things you can find on Amazon or like. I've purchased new products from them directly and from store, and I've since picked up used products that I've needed remonogrammed. They've fixed several items for me that have come unstitched or gotten damaged somehow. Regardless of the need or issue, they've been absolutely incredible to work with! While I love the products, the service they offer is PARAMOUNT and what has had us coming back for additional pieces them time and time again. Thank you to your entire team! Thank you for continuing to earn my business! I still love and use all my pieces, including my backpack from over 20 years ago!! read more

Bought my luggage about 10 years ago under a "lifetime warranty". My retractable handle is broken, and they say that my suitcase is too old for the warranty, and that it is normal wear and tear. Why would I spend $800 on luggage if there was not a real lifetime warranty? Customer service said they would fix it for a fee and I would have to pay for shipping for a huge piece of luggage. Disappointing. Better to go with Away luggage read more

I placed an order on June 3rd for a make up case that showed in stock with estimated delivery time of 3 weeks. I received an e-mail at three weeks that it had not shipped with some excuse on what high standards they have. I followed up another three weeks later, no response. I have now followed up three times and I can't get any update on my order or when I can expect it to ship. Extremely disappointed and will not be ordering from them again. Terrible Customer Service - maybe you should hold customer service to the same "high standards" you put on product production that is holding up my order by two months. Nonsense. read more

I love Jon Hart Design! JH carries only the best quality, timeless products that stand the test of time. The fact that it's a texas based company is just a cherry on top! read more

Great quality products and awesome customer service. All around a great company. I have multiple items/bags from them and I have no complaints. Great if your looking for a timeless look, bags last forever!! 10/10 would recommend. read more

John Hart reached out to me and rectified the situation. Management contacted me and made the situation right. In the end, I was happy.

I LOVE Jon Hart Design. Each time I purchase a new JH piece, it becomes my favorite. Recently, I needed an item ASAP. I called Jon Hart and the sweet customer service rep said she would make sure I got it in time. Best quality. Best design. Lifetime customer. read more

My husband and I have spent thousands of dollars on Jon Hart products. A Tote I purchased needed repair. I had no response from JH for weeks. Finally spoke with someone and were rude and eager to get my credit card number to pay fo the repair and shipping. Received my Tote and had additional issues with the repair.....needing repair. I'm still waiting for a returned call on this issue. Took to my local shoe repair and had repaired for $8. I am so disappointed. I love all of the JH products I have but due to lack of customer service, I will not invest in any additional JH products. read more

This place has very poor customer service. I purchased a bag from their website in October. Fastforward to mid November and I still had not received the bag, or any communication from Jon Hart. I emailed and called quite a few times, to no avail. Finally, when the bag arrives, it is much larger than advertised on their website. So much so, in fact, that I mistakenly believed they had sent me the wrong item on accident. When I got in touch with them about the bag (just TRY to talk to a real human, I dare you), they said that since the bags are made as ordered by hand, there may be discrepancy in the sizes. This was mostly understandable, however, I did not personally want a bag of the size they got me (read: the reason why I purchased the bag was because it was a small, convenient size) so I tried to return it. After wrestling a return slip out of them and sending the bag back on November 22, the days slipped into weeks. I received no further contact from them about my return, nor about the refund they owed me. Fast forward to mid-January, and they send me a return for $40 less than what I originally paid! I am still waiting to hear back from their customer service about this mysteriously absent $40. Can't wait to see what they say. Consider this: the bags are in San Antonio, and I live in Austin. How much could shipping truly cost? Even still, I should not be charged for a return that was THEIR mistake in the first place. All things considered, this has been a HUGE hassle. I mean, come on. I ordered the bag in early October. It has been nearly four months of inconvenience. I sincerely call into question the validity of the good reviews on here. Additionally, the bag itself was nothing to write home about. I liked the shape, but there were no inside pockets or lining. The craftsmanship was mediocre at best, and certainly not worth the ticket price they are charging. My advice: scour the web for companies who value customer satisfaction, there are higher quality and MANY better options out there. read more

Obsessed with my back pack from here, made in the great state of Texas! It's held up well and so easy to clean! Also, the perfect gift for just about anyone. So versatile for travel, work, school and many other occasions! read more

I had purchased a job hart backpack the clear coated canvas one since school policy's have changed and now are implementing clear backpacks in schools.back in 2018 and after having it for about 6 months max it decided to rip right at the top where the handle is. So I then contacted Jon hart to replace it and I showed them my order and they gladly replaced it no problem, fast forward to now when school starts and I actually have to use the backpack, and 5 months In it has already ripped, and can you guess where ? In the same exact spot, at the top where the handle is. So I decide to call jon hart and and ask them if they could either replace it since it's their product that ripped or if they could give me something else for the same price, the lady then goes on to say they can't replace it after it's already been replaced . Well that's funny because it's YALLS product that ripped , and I payed close to 200$ for the god damn backpack and your not gonna replace it for me ? ok !. She then Proceeds to tell me that the best she can do is give me a 20% discount ! So for a 170$ backpack your gonna make me pay for it again !!!! for 136$!!!! might as well buy a whole new one ! that's ridiculous. if your company are the ones who's backpacks are messing up then fix them, multiple people have come forward telling you they are ripping so why aren't y'all doing anything about it! 20% is nothing for what you pay for the stuff from your company ! Yalls company isn't cheap and for the price you pay your customers deserve quality and well held up products! Disappointing never ordering from them again, and spreading the word as well. read more

I cannot express how happy I am with this company. This was my first time ever purchasing anything from them and I am blown away by how amazing their customer service is. I frantically ordered the mini backpack yesterday afternoon with personalization for my niece who's birthday is next Saturday. Since I had never ordered anything from this company, I wasn't sure how fast the turn around would be. After searching online, I saw it takes about 10 business days. I went into total freak out mode because it is essential that this backpack arrived within the week. I called the customer service line and spoke with Jessica who offered to personally walk my order back to the warehouse to make sure it got taken care of. I placed this order yesterday(Thursday), this morning I checked my email and saw that I received a tracking number and it is due to arrive at my house today(Friday) by the end of the day. I cannot express in words how grateful I am for this quick turnaround. I wish every company had this kind of service. This may have been my first purchase with this company, but it will not be my last. Thank you!!! read more

I wish I had read the review below before I purchased the bag. I ordered a bag from their website and the bag was fine. However, the color was brighter than that of the picture shown on the website. Two days after I received the bag I called them and asked if I could just exchange it for a different color and I would take care of shipping costs. I was told I could not exchange it, it would need to be returned with a restocking fee and I would need to purchase another bag. I told her that I thought my that was poor customer service and asked to speak to a manager. She gets back on the phone and tells me she has received approval through her boss and they could exchange the bag but there would be a $29.00 fee added. I purchased a backpack for over $100 based on the fact of trying to support local businesses and I can't exchange for a different color? I guess I will research companies better. I've was asked by friends about the bag and I will definitely advised them to take their business elsewhere. ******update****** I called and spoke to Beverly and she understood that I was trying to exchange the bag for a different color not return the item. She pulled my order and said it should be a simple exchange and gave me an authorization number. She also said that their website said nothing of a fee for exchange and I agreed. She asked who told me this and I couldn't remember the name. I want to say Irene or Eileen. Well I sent them the bag and received a call from Irene or Eileen yesterday telling me my new bag was on its way. Thank you Beverly. read more

Might be a nice product but the customer service is absolutely terrible. I received a gift, a $340 tote bag. It was received in a timely fashion, pretty quick actually. However it was not made correctly, the strap was not sewn all the way. I sent it back and they received in on 9/18. I have called, and emailed just to check on the status. I never even got a response. I called again yesterday 2x but it was 4:16 and they close at 4:30. Basically I think the service is bad because my initial messages were never responded too, and the fact that they never answer the phone. I tried calling several times before I left the initial message. I also think it is strange that the repair is taking longer than making the tote bag itself. I would never buy from them again. IF I DECIDE ON BUYING FROM THEM I WOULD BUY FROM A RETAILER, THEY PROBABLY GIVE THEM BETTER SERVICE THAN INDIVIUALS because they make more money off selling to them than they do off one person. I REALLY WISH I HAD READ THE REVIEWS BEFORE MY BF OFFERED TO BUY ME THE TOTE. WOW terrible. I am pretty sure they don't even care about customer service or even look at these reviews. Horrible, never again. Buyer beware. read more

Worst customer service I have ever experienced. I have called, left messages, sent emails, etc. to get an update on an order that still hasn't shipped. I have been able to talk to NOONE and haven't received an email response either. I have over 15 pieces of JH and this gift will be the last. It seems customer service has really gone downhill for this company. read more

I would NEVER buy from them again!!! The colors are not classy & don't make a mistake because they won't help you!! No refunds, & no redos! The monogramming looks like it is fine by amateurs! The do not center the name either Poor !!!! read more

ordered new bag for my son two weeks before Christmas. called and emailed for shipping date. No response, still waiting for order to ship. I will never buy from this company again!! read more

after purchasing thousands of dollars worth of Jon Hart over the years, I've decided to stop! In April of 2018, I purchased $1600 worth of graduation gifts. It's now mid-June and after four graduations without a gift, I'm still waiting for them to arrive:( I have called and left several messages with customer service to call me back with an estimated arrival date. No one ever called. I finally talked to a surly woman who said they were very busy and couldn't determine when I would receive them. The little shop in my town has had the same communication problem with them and is contemplating not carrying their line anymore. I certainly don't blame them. I always loved Jon Hart because of the quality and that it was made in Texas. But, with the service this bad, there are too many companies that can offer what I want with better service. I'm not sure what happened to them, but its a poorly managed company with terrible customer service so I'm going elsewhere from now on. read more

Over the years have ordered several items from JHD. I am done with JHD. I bought the wheeled carryon for each of our three daughters. The handles on all three are questionable but, on one of the suitcases, the handle was simply inoperable upon arrival. I went through the process of returning it for repair. Heard nothing for weeks. Called and was told it was in process. After several weeks, it shows up at the house--unpacked it and the handle was still broken. So I call again, go trough the same process--suggest that this suitcase may simply be a lemon and I need a new one sent. Am told they will evaluate. Followed by silence for several weeks again. Suitcase finally shows up--handle seems ok at first blush but on my daughter's first trip with the newly-repaired suitcase, the handle is again inoperable. I have lost all faith in the company and the products and will not order again. And am dreading just dealing with this broken suitcase for the third time in 12 months. read more

Extremely disappointed in this company. I received a product that arrived defective and I only noticed when I used it the first time. After difficulty contacting the company since the e-mail address listed on their enclosure is inactive and their phone hours are limited, I finally reached them and explained the problem and offered to send a foto of the defect. I was told to return the cosmetic case and they would replace the monogram. I sent the product back. They called today to tell me that they will not replace the monogram without a charge as it did not leave their store defective. They don't know what happened. I am annoyed because not only did I have the inconvenience of packing and returning it when they could have looked at a foto and refused to stand behind their product, but now I have to pay postage to get it back. It is unusual to encounter a company that does not stand behind their product and I certainly will not purchase anything from them to match the cosmetic case I was given. In addition, the person who gave me the gift is disappointed that it is not what she expected and she, of course, will purchase nothing further. read more