mackage.com
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Mackage: The Luxury Outerwear Titan with a Trustpilot Problem
A $66M brand thriving on direct traffic while battling a 1.4-star rating
Mackage.com isn't just selling coats; it's selling a shield against the elements. Since 1999, this Canadian-born luxury brand has elevated outerwear into a status symbol, but beneath the premium price tags lies a stark contrast between revenue success and customer satisfaction.
"Mackage has built a brand so powerful that nearly half of all visitors come directly—yet they've failed to translate that loyalty into positive reviews."
The Direct Traffic Paradox
With 49% direct traffic (236K monthly visitors typing 'mackage.com' directly), Mackage has achieved what most DTC brands dream of: unaided brand recall. This isn't accidental discovery—it's intentional hunting. These customers know exactly what they want, often searching for specific items like 'mackage coat women' (1,500 monthly searches). The 42% organic traffic, driven by high-volume keywords like 'wool coat' (67K searches), suggests they're capturing both brand loyalists and luxury shoppers in discovery mode.
The Revenue-Trust Chasm
Here's the uncomfortable truth: Mackage is making $66M annually while maintaining a 1.4/5 Trustpilot rating from 151 reviews. In luxury retail, where experience is everything, this is a red flag. The data suggests a disconnect between product quality and post-purchase experience. While their tech stack (Shopify, Tailwind CSS, Google Analytics) is modern, the human element—customer service, returns, delivery—is failing. For a brand positioning itself as premium, this rating is brand erosion in real-time.
The executive team—led by CEO Tanya Golesic and VP Luke Vachon—has built a sophisticated operation. With 263 employees, Mackage operates at a healthy $250K revenue per employee, indicating lean efficiency. Their tech stack reveals a modern approach: Shopify for commerce, Tailwind CSS for design, and Hotjar for user behavior. But technology can't fix what appears to be a broken customer experience loop.
- Dominant direct traffic (49%) signals strong brand equity and repeat purchase behavior
- High-value keyword capture ('wool coat' at 67K searches) shows SEO maturity beyond branded terms
- The 1.4-star rating is a critical vulnerability that could undermine their premium positioning
- 263 employees generating $66M suggests operational efficiency but potential strain on customer service
Mackage is a revenue success story with a customer experience crisis
The brand has mastered acquisition and loyalty but is failing at retention—the most expensive leak in any business model
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http://www.mackage.com/cdn/shop/files/MACKAGE_Logo_Small_Black_1200x628_1802d9b6-6e72-4a29-aa89-d7699dbed9f9.jpg?v=1758200470&width=2048
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Mackage® US | Luxury Outerwear, Ski Jackets, and Clothing
Elevating the elements since 1999, Mackage® US crafts luxury outerwear, including ski jackets, clothing, footwear, and more. Discover Mackage.
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Reviews (20)
No complains regarding product
No complains regarding product Ordered the warmest parka which they had, also checked with the size table (to be able to put under parka also warm layer if needed). Used this product as for now only for 1 winter, but still the product is the same as I expected. I live in Nordic countries, so whether here are just crazy with very strong winds. Parka performed very well! As before purchasing I read the return policy, so no anything new (fully agree that this is not the best one, for such type of product and price), but I wanted to try this brand. There is standard 14 days return policy as everywhere in EU.
Totally shocked by Mackage and there…
Totally shocked by Mackage and there lack of communication for my refund of £2580. They emailed me on the 1st of December2025 to say the items had been received back to them and would issue a refund with in 7-10day as of today date 14/01/2026 I have still not received my refund. This amounts to nothing more than theft of my money from Mackage and I have been left with no other option than to report it as frued to my credit card provider. Please please do not purchase from this company
Won't buy again, please don't buy
I expected a smooth customer experience from Mackage, but the returns/refund process was frustrating from start to finish. The website doesn’t allow you to easily complete a return, and you’re forced to contact support just to get a shipping label. It took several days just to receive the label, and the refund took a very long time after I returned the item. Overall it felt disorganized and not up to standard for a premium brand. I won’t be ordering again.
I contacted customer service to request…
I contacted customer service to request a cancellation and was informed that a supervisor would call me back within 24–48 hours. Unfortunately, it has been well past that timeframe and I have not received any call or follow-up. I understand delays can happen, but the lack of communication has been disappointing. I hope the company can improve response times and follow through on promised callbacks
If I could give zero stars I would
If I could give zero stars I would. Bought a £1200 coat in the uk and delivered in 5 days (end of November) Too small so I called them and they talked me through a return - I immediately bought a bigger coat. The return then took 10 days with courier service FedEx asking me to compute forms etc - this is despite Mackage arranging the return - so UK returns do not work. Finally got the coat back to them and received their email confirming such 28 Nov 25. New -one size bigger coat -took 14 days to arrive - and I love it. Lovely coat. 30 days later (more actually as I am writing this on 3 January 26 - still no refund just lots of emails saying sorry and we will get to it - so more than 30 days to wait for over a £1000 refund ! Absolutely disgraceful service. I just hope I get the refund as it's so bad it's beginning to feel like a scam. Worst online shopping experience I have ever had. Horrific. Don't be fooled don't buy from them online.
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About mackage.com
Elevating the elements since 1999, Mackage® US crafts luxury outerwear, including ski jackets, clothing, footwear, and more. Discover Mackage.
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Technology Stack
mackage.com uses 26 technologies across their website including AccessiBe, Font Awesome, hCaptcha, HSTS, and more.
Accessibility
AccessiBe
Fonts
Font Awesome
Security
hCaptcha, HSTS, reCAPTCHA
CDN
jsDelivr
Cloud & Hosting
Amazon S3, Amazon Web Services, AWS CloudFront, Cloudflare
Advertising
DoubleClick Floodlight, Microsoft Ads, Google Ads
Traffic & Audience
mackage.com receives approximately 482.1K monthly visitors and ranks #94,332 globally. The website has a bounce rate of 39% with visitors viewing an average of 3.2 pages per visit. Users spend an average of 1:30 on the site.
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