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Business Profile

Leather Clothing

Wilsons Leather

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Leather Clothing.

Complaints

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

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Wilsons Leather has 34 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 4 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/11/2024

      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.
      I ordered a leather jacket for my son for Christmas on 12/07/2024, and paid $12 extra for shipping which was supposed to have the jacket shipped in 3 business days. It's now December 11th, and as of today, the order is showing "unfulfilled". They took the money out of my account already. I tried to email them but the email address on ******** "contact us" page comes back as non-deliverable, which made me worry. So I tried calling the number and spoke with someone named *******. She informed me the jacket has not shipped yet because it's backordered. She couldn't tell me if it would arrive in stock before Christmas or make any promise at all about when they would expect more in stock. All she could do was apologize and tell me she understands my frustration. NO ONE notified me it was backordered, their website didn't say it was backordered, and being as this was during the holiday season, you'd think they would want to let you know. I was even trying to get ******* to suggest another coat that was similar to the one I ordered that might be in stock, and she couldn't help me at all. I asked to speak to a manager, but like others have said, the manager isn't available. She offered nothing to make me happy. She made no effort to keep my business. It's very sad, because ******** was the first place I thought of when my son said he wanted a leather jacket, but now, I will NEVER buy from them again. TERRIBLE website, the Shop App thing is a horrible idea, TERRIBLE customer service. Now I see why they aren't in the malls anymore.

    • Initial Complaint

      Date:12/06/2024

      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 PURCHASE A LEATHER JACKET FROM ****** LEATHERS. I RECEIVED THE PACKAGE AND I RETURNED THE PACKAGE ON SATURDAY 11/30/24 USING THE RETURN LABEL THAT ****** LEATHER PROVIDED ME TO ***** IN THE ********* STORE IN ************, **. I CALLED ****** LEATHER TO GET THE TRACKING NUMBER OF THE RETURN LABEL AND THEY ARE SAYING THEY DO NOT HAVE THE TRACKING NUMBER. I CALL ********* AND ASK IF THEY HAVE THE TRACKING NUMBER AND THEY ARE SAYING THEY DO NOT HAVE THE TRACKING NUMBER. I CALL ***** AND THEY ARE SAYING THEY DO NOT HAVE A TRACKING NUMBER. I FEEL LIKE I AM BEING BEAT OUT OF MY MONEY. HOW IS IT THAT ****** LEATHER GAVE ME A LABEL TO RETURN MY ITEM BUT DON'T HAVE ANY INFO. ON THAT LABEL. THIS IS TOTALING UNACCEPTABLE. I NEED MY MONEY BACK I DON'T HAVE MONEY TO JUST GIVE A COMPANY.

    • Initial Complaint

      Date:01/19/2024

      Type:Delivery 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 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

      Date: 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 Answer

      Date: 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

      Date:01/20/2023

      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.
      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

      Date: 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 Answer

      Date: 01/25/2023

       I am rejecting this response because:


    • Initial Complaint

      Date:01/13/2023

      Type:Delivery 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.
      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

      Date: 01/26/2023

      We will be refunding the three missing items today.

      Thank You,

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

      Customer Answer

      Date: 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

      Date:12/13/2022

      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 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

      Date:11/11/2022

      Type:Delivery 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 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

      Date: 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 Answer

      Date: 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.

    Wilsons Leather is NOT a BBB Accredited Business.

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