Complaints

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.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 had looked at a jacket on line at james leather I did not order it .But it come in the mail and their was a charge on my credit card. I try to contact them no response. I mailed the package back the same ****** arrived. Like the money to be put back on my credit card

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 messenger bag from the James Leather website approximately December 20th 2024. I received the item after receiving a similar item as a Christmas gift.On January 6th 2025 I emailed customer service asking for a refund of the item cost. I subsequently received an email giving shipping instructions but noting that only store credit was available and a web link together return policy. Note that the item was not even opened from the shipping wrapper it was sent in, thus it was completely new, unused and unopened.This return policy is indeed on their web page. Its all the way at the bottom, not in fine print but certainly not very noticeable. I have ordered hundreds of items from dozens of stores online and never felt like I had to review all their policies and procedures before placing an order. In this shopping landscape, one has the expectation of being able to return an item that's in new condition, perhaps paying a restock fee. I also asked for a customer service number to speak with the company and was informed they don't have one.This "hiding" of their return policy may be allowed but it certainly is deceptive. Few people take the time when ordering a product online to scroll through every link to verify company policies, and company's that stay in business should not have to. The fact that there is no recourse to contact anyone at this company is also quite shady.I am no expert so I don't knownif these practices are illegal or merely very deceptive. Having no way *except email) to contact the company is frustrating. Other consumers should be warned so as not to lose money as i have done.

• Initial Complaint

  Date:08/14/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 April 6, 2024 I ordered a leather bag from James Leather and paid $218.65 with Discover credit card. on April 21, I received an email from James Leather saying product I ordered was no longer available and they would send refund. They have sent several emails stating refund was being processed and would be received in few days, but as of August 13 I have not received refund.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 bag from James Leather and it was delivered 12/21/23, it was supposed to be a Christmas gift for my father. The bag was nothing like the photo and horrible quality. The stitching was coming off and bag had white powder all over it. There were cuts in the leather and box was damaged. The company stated that it was made with real leather but this was definitely not genuine leather. I emailed the company the next day explaining how unhappy I was with the product and requested a refund. The company agreed to accept the return and refund once the bag was sent back. They did not give me a return label and made me pay for shipping back the item. They stated they would give a refund after the item was sent back to them. I gave them the tracking number once it had be sent back to them in hopes to get my refund. The bag has been delivered to them and its been 8 months since I have gotten my money back. The company finally replied to my many emails saying they gave me store credit which is NOT what I was promised or wanted. The store credit amount was completely wrong as well. I paid $169.64 for the Crazy horse Buffalo Messenger Bag but was given $149.64 in store credit. I do not want any other item from this company. They do not answer their emails and the phone number on their website does not work. It is impossible to reach this company and now they have my money AND the leather bag in their possession. I am just looking to get refunded the amount for the bag.

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by James Leather regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 searched for leather mailbags on ******* and clicked on the James Leather's website. I ordered a bag and paid $169.64 via credit card on 01/22/2024. The bag arrived a few days later and wasn't even close to the representation of the product that I was shown online. I took the bag out of the plastic and spent all of 30 seconds evaluating it and realized the leather was thin and cheap, the color was red instead of brown, and the bag was scratched and scuffed up. I placed the bag back in the plastic and back in the box and contacted the company via email asking for a refund. I promptly received a response email with instructions to follow in order to get a refund. Per request, I took photos of the bag and submitted them to James Leather, along with the reason for return, and at my expense paid for return shipping via *** with a requested tracking number. This was done inside of the 14 day return window. The bag was received by James Leather and an email was sent asking if I would like to exchange the bag instead of a refund. I requested the refund, and was told via email that a manager would issue it to my card and to allow a couple of days for it to process. When recently checking my credit card statements, I realized the refund was never issued. This was almost 5 months ago. My computer suggests that I do not open their website for risk of virus, and the phone number on the BBB site is bogus. Thus, the only way I have to contact is to reach back out via email. I did a cursory review and realized this has happened to several other customers, as it seems standard practice for them to not issue said refunds. This business is shady at best, and should be investigated for consumer fraud. My hope is that you can help facilitate my refund. I can attach the email chain below, as well as *** tracking proof, and the photos I submitted of the bag itself. I appreciate any help you can lend.

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Moto Jacket from James Leather in Nov. 2023. The jacket came from ******** and not New York stuffed in a 12x12x3 inch box. Upon opening the box the chemical smell was overwhelming. The quality of the jacket I received was nowhere near the one pictured on the website. It was thin plastic and not genuine leather as the site stated. Aside from the smell the product was trash. I quickly went to the site to find out where to send the jacket back and found out they offer a refund only. I called my CC and they refunded the charge and I sent the Jacket back to....*****? Not NY? Anyway, James Leather has the jacket back and last month they recharged me for it and my CC company is taking James Leather's side and not refunding me the money now unless I jump through more hoops. Their phone isn't correct and the address looks suspect. They don't answer online chats on both ******** and their websites. The only emails I got from them said exchange or refund only. Why would anyone want to do business with them after this? The exchange would be the same garbage. This James Leather business is a disgrace!

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding James Leather has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Wife ordered leather bag for Christmas and it was way bigger than we thought so we are trying to return it but the company has no phone number and is not replying to our e-mails but they only give you 30 days for a refund and they said we need instructions on how to refund.

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 sent a jacket back in for exchange and they have cut all communication and refuse to exchange jacket.

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by James Leather regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered a jacket in the beginning of March after a month and a half I contacted them about it. They said the billing company held the funds that they took from my account and I needed to provide a copy of my ID I did so and they stopped all contact and have not returned an email Order number is *****

  Business Response

  Date: 08/31/2023

  I would like to extend my sincerest apologies for the delay, inconvenience, and lack of communication you've experienced in regard to your jacket order, number *****. I truly understand how frustrating this situation has been, and I want to assure you that your concerns are being addressed with the utmost urgency.
  First and foremost, I want to acknowledge that there were mistakes made on our end that led to the delay and lack of responsiveness. This is not the level of service we aim to provide, and I deeply regret any frustration this has caused you.
  Upon reviewing your case, I found that there was indeed an issue with the processing of your payment due to a hold by our billing company. I apologize for any confusion surrounding this matter. Your cooperation in providing a copy of your ID was greatly appreciated and helped us to resolve the issue.
  However, I fully understand that our communication fell short after that point, and I sincerely apologize for the lack of responsiveness. This is not indicative of our commitment to providing excellent customer service.
  Please allow me to assure you that your jacket is ready to be shipped. I have personally ensured that all necessary steps have been taken to expedite the shipment process. You should receive a tracking number for your order shortly, and you can expect to receive your jacket within a few days.
  Once again, I am deeply sorry for the inconveniences you've faced. Your satisfaction is our priority, and we are taking this situation seriously to improve our processes and communication moving forward.
  If you have any further questions, concerns, or if there's anything else I can personally assist you with, please don't hesitate to reach out to me directly at *******************************.
  Thank you for your patience and understanding. We truly value your business and hope to regain your trust through the prompt resolution of this matter.

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently purchased a leather jacket from James Leather. The images and description on their website presented the jacket as tough and durable, but it's made from very thin leather. The presentation is deliberately misleading. Also, the shipping invoice placed a value of 30 USD on the item and I paid $230. I stated that I wouldn't wear the jacket if it were free and I also resented the fact that they marked the price up more then seven times what it cost them to manufacture it. The responder stated that the cost of manufacture is actually more than that, but 30 USD is printed on the invoice to keep the custom's tax low. The problem I'm having now is that the responder to my four emails will not give me any information on how to proceed with the refund process. I have stated to that person, because the jacket is presented in a misleading way, that I expect a full refund with no shipping or restocking fees subtracted. The responder has stated that my request is reasonable but will not start the refund process.

  Customer Answer

  Date: 07/03/2023

  At this time, I have been contacted directly by James Leather regarding complaint ID ********, however my complaint has NOT been resolved because:

  It hasn't been resolved because I have been instructed to return their package to an address in *****. After I pay for shipping costs, I'm to send them a tracking number. After the ordeal this company has put me through, I have no reason to expect them to behave in an honest manner. I suggested that since I'm the more trustworthy of the two parties involved, they should return my money in full first and then I would send them their jacket back. Based on their conduct so far, I have no reason to expect any refund from them and have every reason to believe I'd be wasting more of my money by paying to send it back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer Answer

  Date: 07/25/2023

  At this time, I have been contacted directly by James Leather regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here] based on their past behavior, I have no reason to believe that I will receive a refund and I feel that the shipping costs,  which I would have to pay, will be more money wasted in addition to the money I've already lost. Their presentation of the item I bought was a lie. Every interaction I have had with this company's representatives has been dishonest. Their return policy states that customers have two weeks to make returns, and they purposefully drug out the process beyond two weeks before they even told me where to send return items. They are not honest. They are stealing people's money. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 08/31/2023

  I want to address the concerns you've raised and provide some clarity regarding your jacket order. I appreciate your candid feedback, and I truly understand your perspective in this matter.
  
  Upon reviewing the provided photos, it appears that you did receive the jacket you ordered, and it matches the specifications you provided. However, I fully understand that personal preferences can vary, and sometimes, the actual product might not meet one's expectations based on images or descriptions.
  
  At James Leather, we understand that each individual's experience and opinion may differ, and that's why we have a return policy in place. This policy is designed to ensure that our customers are completely satisfied with their purchases. If you find that the jacket doesn't meet your expectations or preferences, our return policy allows you to explore the option of returning the item for a refund.
  
  Your suggestion of refunding the full amount before returning the jacket is not an option, and I want to apologize for any inconvenience caused by not meeting this expectation. However, to maintain fairness and consistency in our return process, we do adhere to our policy of initiating refunds once the returned item is received.

  Regarding the shipping address, I understand your skepticism. Our recent relocation to ***** from ******** was indeed a decision to improve efficiency and better serve our customers. I apologize for any confusion you may have experienced due to this change. Please be assured that the address provided for return shipments is legitimate and your jacket will be handled appropriately upon receipt.
  In light of your concerns.
  
  I appreciate your understanding in this matter, and I want to assure you that we are committed to finding a solution that meets your needs.
  Once again, I apologize for any frustrations this situation may have caused. We value your feedback and are dedicated to improving our processes to ensure a better experience for all our customers.
  
  Again, I apologize for any distress this situation has caused. We value your feedback and are dedicated to improving our processes to provide a better experience for all our customers.
  Thank you for your understanding and patience.