ComplaintsforWilsons Leather

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a leather jacket on 12/12/23 with ORDER #**********. I returned the jacket sometime during the week after Christmas. I used their prepaid return label that came with the jacket. I never received notification about them receiving the jacket, nor did I get a refund. I've reached out to them twice asking if they could help me locate the jacket and give me the tracking number that was included. Neither time did they respond to my tracking number inquiry. I would really appreciate the help locating the jacket, so that I could get my refund. Thank you!

  Business response

  01/22/2024

  
  I do see that we received the Jacket on Jan 2 
  
  
  I do see that there was one email and we were asking for the return tracking number - I was able to locate it 
  
  
  *****************************************************************************************
  
  
  Being that it has not been processed I will refund the customer right way and let the warehouse know to just process the return 
  
  
  I am not going to charge the return fee and will refund the customer in full $187.62 - they should see the refund within 3-5 business days if not sooner.
  
  
  
  
  Thank You,
  
  
  *********************
  Coach
  ***************************

  Customer response

  01/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 21 @ approximately 6:00am I made an online purchase from ****** Leather. Immediately after I realized an error and attempted to cancel the order. I could not cancel because the customer service is not open until 8:00. At 8 I was told I could not cancel because they only allow you 30 minutes to cancel an order. What is going on here! Also during the ordering process this cancellation policy is not mentioned or put in writing on you confirmation email. I have been on the phone with the company all morning. They say there is nothing they can do. It is just their policy. My order number is ********** in the amount of $273.32. This is not right. It is stealing.

  Business response

  01/25/2023

  The order in question is 3000143004
  
  
  I spoke to this customer via a supervisor call Jan 20. Customer placed an order at 6 am and because we only have a ************************************************************* at 8 - the order already moved over to the main program. 
  
  
  Once an order moves over to the main program there is no way to cancel an order - We do apologize, and we offered to waive the return fee. 
  
  
  I also explained that the website is available 24/7 and our hours of operations is **** EST. 
  
  
  She was not happy with our resolution. If she can let us know once in the mail and provide the return tracking, we will be happy to refund sooner and not have to wait for the warehouse to process the return.

  Customer response

  01/25/2023

   I am rejecting this response because:
  
  
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ORDER #********** Purchased 4 items online with ****** Leather. I received an email on 12/3 with order details and tracking. On the email I received on 12/3 all 4 items was listed showing the same tracking number. I received a package on 12/5 with was linked to the tracking number that was provided but only one item was in the package. On 12/6 I emailed customer service inquiring about the other 3 items. Not aware what was taking place I was looking for information about the other items I purchased. I received confirmation on my email inquiry on 12/9 but no information about the items I stated I did not receive. The email I received on 12/9 asked that I send a copy packing slip of the item I received and I did so on 12/10 after this I did not get any correspondence from ****** Leather. On 12/17 I received an email stating that my complaint was sent to the appropriate management team and then no other correspondence. After a week I called and spoke to an agent who reviewed the issue and stated that I will be refunded. After some time as passed and no refund I called a second time the agent this time calling told me all parcels was delivered sent at different times and I have to take it up with my credit card company. I received no information on the other parcels, no tracking, no email. I am not aware when it was delivered or left nothing. This is unexpectable especially during one of the busiest time of the year. Terrible customer service and the only way I found out other parcels was sent was when I called the second time on 1/3 due to lack of information and non response from emails sent.

  Business response

  01/26/2023

  We will be refunding the three missing items today.
  
  Thank You,
  
  *********************

  Customer response

  01/31/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the online order number on 12/9/22 and requested help with an existing Wilsons Leather gift card I have in the amount of $329.00. There is no place to utilize gift cards online therefore I was told that gift card orders must be placed manually by customer service and sent to higher *** for approval. I never heard anything back so I called back on 12/13/22 and was told the order failed, that I need to create an account and then it would go through. I did that and an hour later was told the order failed again. I then requested a full refund for my gift card since it only seems to be the right thing to do, its not my fault they closed stores down, nor is it my fault they cannot get gift cards to work online; but they do verify on their end that I have a Wilsons Leather gift card balance in the amount of $329 that is basically unusable and that is on them. I shouldnt be out that money. They can either figure it out and send me merchandise or send me a $329 check. I feel its wrong for their employees to tell me they are doing everything they can to get rid of this gift card situation; I guess they are hoping to do that by making it impossible to use them in any fashion all the while acknowledging they still owe you the money that exists on the card. I would love to come to a resolution to this issue. Thank you.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I originally placed an online order on 10/25/22 (totalling $337.84) for two ******************** Jackets in both available colors. My order still hasn't shipped out. It was originally supposed to ship out on 10/28/22-then the shipment date was updated to 11/11/22. My order number is #**********. **************** was contacted. I was essentially told my package would ship out when it shipped out. I was not told when my package would ship out, leaving my order basically in limbo. The items are listed as available on their website. I would like to receive my order.

  Business response

  11/17/2022

  Hi I checked the order and I show both jackets have shipped out and they are set to be delivered today and the 19 
  
  
  https://www.fedex.com/fedextrack/?trknbr=9261290988100530854589&trkqual=20221115210800~61290988100530854589~FXSP
  
  
  
  https://www.fedex.com/fedextrack/?trknbr=9261290988100530842340&trkqual=20221115145500~61290988100530842340~FXSP
  
  
  
  Thank You,
  
  
  *********************
  Coach
  ****************************

  Customer response

  11/24/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a jacket that was to small and I did a return. Company received jacket aprox Dec 7th according to tracking and I've yet to receive refund. They will not return emails and every time I call they tell me the same thing that they are going to escalate it and then it's crickets. You call back and they play dumb and act like they don't know what's going on and escalate again. I've called at least 7 or 8 times and do not know what to do next. There are a lot of reviews on this company which I wish I would of seen before I ordered. Please Help

  Business response

  02/15/2022

  Thank you for your email,

  Online escalations looked into the issue and there's an error when processing the credit card refund. You'll be receiving a refund of $129.99 in the form of a Corporate Check that will be sent to the mailing address you have provided. This refund request was submitted today, Tuesday, 2/15, and may take up to 10 business days to process and be sent directly from the bank to your mailing address. We apologize for any inconvenience this may cause.

   

  Thank you,

  Customer response

  02/24/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16758251, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Please Help! Our return was received by your company on 1/6/2022 and we have yet to been credited. We have sent a previous email with no response. We called on 1/21/22 and spoke with ****, she said it will be credited in ***** days, we are beyond that. Order #*********. tracking #1z873r229048847349. Your assistance would be appreciated.This was sent to ****** leather

  Business response

  02/09/2022

  Hello,

  A refund was processed today, Wednesday, 2/9, for the customer in the amount of $147.66. Please note that it may take 3-5 business days for this refund to reflect your account and we apologize for any inconvenience this may cause.

  Thank you,

  Customer response

  02/11/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 3rd, 2021 I placed Order #*********. I returned the jacket because it was too small on 17 Dec 2021. The Tracking # for the return is: 1Z873R229048987448. ****** Leather received the jacket on the 20th of Dec.I called customer service at ************** numerous times trying to get my refund. 4 Jan: **************** said it was too early for a refund, to call back later 7 Jan: **************** said to call back on the 14th of Jan if I had not received my refund 14 Jan: ****** back. i was told that they were going to speak to someone in the returns **** and contact me within 24 to 48 hours via email. I heard nothing. 18 Jan: **** time, I was asked to wait till the next Monday or Tuesday of the following week for the refund. If I did not receive by then, call them back. No refund again. 24 Jan: ****** with ****. He assured me that by the 26th of Jan a refund would appear in my account. If it does not happen, call back. No refund. 27 Jan: ****** to ******* She said this situation should have been fixed. She checked and said that a refund attempt was made but was rejected? She asked if my card was still good. I told her that it was blocked because of fraudulent use. She wanted me to call back once I received my replacement credit card. I called my bank where I have the credit card and they said that a refund could still be made. I then called back and spoke with *******. I told him the bank said the credit refund should work. I asked them to retry issuing the refund. He said okay, put me on hold for awhile and came back and said it was rejected again. He said he was getting with the finance team to figure out why and what they are going to do. He said I would get an email or phone call reference what they were going to do. He said they may have to send a check. I have not received an email or a phone call. 7 Feb: I called again today. No luck. More promises.I did receive credit card and activated it.

  Business response

  02/16/2022

  Hello,

  A refund has been submitted today, Wednesday, 2/16. Please note that it may take up to 3-5 business days for the refund to reflect onto your account and we apologize for any inconvenience this may cause.

   

  Thank you,

  Customer response

  02/18/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed order 310207009 which was delivered on 1/3/22. I discovered that I ordered the wrong size. After reading the return instructions, I filled out the return form and placed a new order (it was received and I’m very happy with the jacket). I placed the return label on the original box and it was picked up by UPS on 1/4/22. I lost the tracking number itself, but using UPS Track by Reference, the package was delivered to the warehouse on 1/6/22. It is 1/31/22 and the refund has not yet been processed. I am simply wanting my refund.

  Business response

  02/04/2022

  Hello,

   

  Online Escalations replied to the client directly earlier this week and sent a Lost Return form to complete as the tracking number had been lost. Once completed and sent, then the process of the refund can begin processing.

   

  Thank you,

  Customer response

  02/05/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16693363, and find that this resolution is satisfactory to me. Thank you.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased items online for Black Friday in November 2021. I received one item out of my order and not the second one so I called to ask about tracking. They told me they didn’t have a tracking number and that the item was coming but running behind because the holidays. I continued to reach out to their customer service over email and phone to get my money back because I still have not received the item. They send you a paper to fill out and then tell you by law you have to mail it but do not give you the address or respond. I just disputed the charge in credit card, but no one should be allowed to scam people like this. I have multiple emails asking where my item was and them just acting like I am crazy/ irrelevant.

  Business response

  01/31/2022

  Hello,

  A refund has been submitted for the client for $35.31 today, Monday, 1/31. Please note that it may take 3-5 business days for the refund to reflect onto the client's account and we apologize for any inconvenience this may cause.

  Please let me know if you have questions.

  Thank you,

*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. ↩