ComplaintsforPortland Leather Goods

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  we purchased a purse from this company and it was unacceptable. we asked to return it. they sent an address to have it shipped to. We shipped it to that address via Fedx. **** confirmed they delivered it to that address, and it was signed for at that location. Portland leather goods claims they never received it. I mailed via certified US. mail proof that they in fact had received it. the postal service claims that no one signed for it, and the letter is lost. Now i have issue with the US postal service as well. To date i have spent ****** for the purse, ***** to return it, and 9.00 for a certified letter. All this for a company that can only be reached by text., and have done nothing to resolve this issue. The way they operate is boarder line criminal, and people should be warned.

  Business response

  05/07/2024

  Our returns are facilitated through an online portal that provides a trackable shipping label, but this customer did not use the label we provided to send back their order. They've written in to us asking for their refund, and our team has requested that they provide a tracking number for the shipping label they did use so that we can verify that their return package was delivered to us. There is no need for the customer to send this information via certified mail - they are welcome to simply send the tracking number via email so that we can verify it. As of today, we have not received the tracking number from the customer for their return and have been unable to verify receipt of their items, which is why their refund has not been issued. 

  Customer response

  05/08/2024

   
  Complaint: 21677296
  
  I am rejecting this response because  I explained to the Portland leather company that i used the shipping label they provided when i wrapped the package. when i took it to Fedx to ship it they said that it was not a proper shipping and they replaced with their own label. i went to fedx and they provided me with proof that the package had been received and who had signed for it. The person who signed for that package was Aartega on 3/29/24 at11:18 am. The tracking number that Fedx provided for me is ************. i sent proof that it was received via certified mail to their companies address. to this date **** claims it was unable to deliver it. as we speak **** is researching what has happened to that letter. I have provided all of the information that I have concerning this, and growing very tired of all the run around. it has become clear to me that this company has no intention of giving me our refund. I hope in the future the BBB informs customers how difficult it is to deal with this company.
  
  Sincerely,
  
  *************************

  Business response

  05/08/2024

  This customer's response to the ******************** is the first time that they have provided a tracking number for their package. We were able to check this tracking number and confirm it was delivered to our returns facility, and have issued a full refund for their order. 

  Customer response

  05/08/2024

   
  Better Business 
  
  I have reviewed the message and we are pleased that we are going to receive a refund. Thanks to all concerned for your help.  in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a purse and wallet and couple little leather items. Was to be delivered to my a post office box. I received notification it was delivered. Went to post office and no package Go to delivery confirmation and it shows a package on some random front porch. When I contacted them they asked me to go see if and neighbors received. Um where. Its a po box. I live in rural areas with people on acreage and gated driveways I waited the allotted days. Checked post office and still nothing. Now they don't have one of items and offer store credit. I want a refund to the credit card it was purchased on. I am done trying to order from them

  Customer response

  04/10/2024

  It has been handled 

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sent the wrong size pair of shoes and have emailed the company four times to just ask if I can return these for the correct size shoe and no one has returned my email. All I would like to do is return the shoes for the correct size. The lack of communication and customer service is enough for me not to order from Portland Leather again.

  Business response

  03/25/2024

  The customer originally reached out to us regarding this issue on 3/13 - we responded to her on 3/14 offering a replacement pair of shoes in the correct size, or a refund for the item. However, it seems she did not receive our response and wrote in again a week later, to which we sent the same response. We suggest if she's still not seeing our correspondence that she search for our customer service email address ************************************ in her promotions/spam folders in her email inbox. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a purse from Portland leather that was to be sent via ****** Upon *****s attempt to deliver. They found that the apartment number associated with the delivery address had the @ sign instead of a 2 for one of the digits. Therefore ***** refused to deliver it.We contacted ***** and tried to get them to deliver it without success as they told us repeatedly, that the shipper, Portland leather, had to contact them in order to make that change.We had a series of email communications with Portland leather and they indicated that they couldnt do anything about it and said that we needed to contact ******At this point in time, the purse is sitting in a ***** warehouse. The purse is paid for and yet we dont have the product and were not able to get a refund. This is very frustrating and could be characterized as very poor customer service.We either want a refund or a purse.

  Business response

  03/25/2024

  This customer accidentally entered a typo in her delivery address at checkout, resulting in ***** holding her package awaiting a correction. They apparently informed her that the update needed to come from the "shipper," however when she originally reached out to us, the message on the ***** tracking page was "awaiting additional delivery information from the recipient." Because we partner with a third party fulfillment company, we are not the "shipper" of our packages and cannot adjust the address ourselves. Additionally, our third party fulfillment partner has informed us that they are unable to make post-shipment address adjustments to packages shipped with the basic rate option, which was what this customer had selected at checkout. We informed her of this information, and let her know that once her package's ***** status was updated to "returned to sender," we would issue a reshipment to her corrected address. As of this response, the tracking on her original package has been updated with the status "Address corrected," so it's possible that she was able to successfully get ahold of ***** and will receive the original shipment after all. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 2, 2024, I placed an order with Portland Leather. At that same time, I created an account user name & password. My cc was charged for the total transaction that day, however I did not and have not received any order confirmation. Almost every business I do business with does not charge until product is on its way, and Ive received communication as such. I went on the Portland Leather website on March 8, 2024, to log onto my account, and an error message pops up saying Ive entered the information incorrect. I then clicked to reset my password, so Id receive an email to do so, and no email ever came. I then clicked on Customer Support, and it states that at this time there is no customer service phone number to call, but to submit an inquiry via email, so I did. I received an immediate response (automated) which outlined a variety of possibilities as to why I have not received any confirmation, etc.. it also suggests I search my ************ for an email from ********************************** to which I have never received even one of those emails! Lastly it states to click on the link at bottom of the email called Order Status and Tracking Link , which does nothing. It also states to check out their FAQ pagereally? I did that too. After reading the complaints on here, I realize I made a poor choice with purchasing from Portland Leather. Their bright and shiny website, beautifully photographed photos, and a well crafted and well laid out careers page are not indicative of the well run business it seems customers are experiencing. If I do not receive correspondence from Portland Leather by EOB on 3/11, I will be contacting my cc company to file a dispute. I do not recommend Portland Leather

  Customer response

  03/10/2024

  I have received a reply from Portland Leather and they have located my order and are working on fulfillment. 

  Customer response

  03/11/2024

  As of today, Monday March 11, 2024, the order for which Id written a complaint about has been fulfilled by Portland Leather, and I wish to retract my complaint.  Upon investigation by Portland Leather, it was determined the issue was on my end, due to the fact I keyed in my email wrong, I added an extra letter a in the address, therefore no follow up was able to reach my inbox. Please delete my complaint, and dont make it public.  Thank you. *********************

  Customer response

  03/12/2024

  Thank you for closing the complaint and letting me know.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a PREMIUM bag from Portland Leather goods, and it came scratched right in the front of the bag. It also had a **** on the bottom, and the zipper was poorly stitched. I paid $180.14. I emailed them as soon as I received it with pictures, Not only did it take them days to get back to me. They told me they would waive the shipping fees, but when I began the return for store credit, it was only giving me back what the bag was worth and not the shipping I paid. I emailed them and they told me to look at their return policy. I think it is unfair that I paid for a premium bag, spending the extra money, because I could have bought an Almost Perfect bag and paid way less and then accepted the scratch in the front, because that would have been what I ordered. But I ordered a PREMIUM bag, without scratches. It is not a scratch that I can rub off, it is a deep scratch right on the front of the bag. Very disappointed. In researching the company, I see that I am not the only upset customer. They have done this to others. order number: ******* Portland Leather Goods

  Business response

  03/14/2024

  This customer reached out to us and shared a photo of a small scratch on her new bag, which can unfortunately sometimes happen during packing or transit with our products - we did give her some information about remedying it at home if she wanted to pursue that option, and if not, we waived our usual return label fee. Original shipping charges on our orders are typically nonrefundable even in the case of a return. As of this response, the customer has not initiated a return of the item. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two leather round purses that just won't hold their round shape. I complained and asked for a resolution and for them to fix the problem. Cassia from the company emailed and acknowledged that the purses don't hold their shape and that I need to DYI a resolution with cardboard or wire....wait, what? They acknowledge the manufacturing problem but I am responsible to fix their faulty look. I asked them to send this 'DYI' fix!

  Business response

  03/08/2024

  Leather is a soft, natural material, rather than a rigid one. As it breaks in, it softens and stretches. We do sell a leather bag with a circular construction, however due to the inherent characteristics of leather, this shape can break in slightly over time and with use, and this can appear more or less evident depending on how full the bag is. We explained this to the customer. As this comes up occasionally, we do provide "DIY" guidance for providing interior structure to the bag for customers who are interested in maintaining a rigid circle shape even once the bag has broken in. 

  Customer response

  03/11/2024

   
  Complaint: 21394578
  
  I am rejecting this response because:

  I have used the purse maybe 5 times.  If this leather breaks down and looses shape that quickly, you may want to advertise to that fact and put a note in the description that you will need to find a DIY remedy if you want the circle purse you bought to stay in a circle. 

  Disappointed customer for sure!

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an Order #******* by mistake for a pair of shoes on 02/28/2024 at 6:41am CST on Shop App without realizing that I was actually placing the order. I have already placed another order using the merchant's website, before this mistake order, for the same shoes and absolutely do not want another pair. I tried to look for a way to Cancel the order since there used to be a Cancel order within two hours of placing it button in the email but couldn't find it. I reached out to Support, via email just 9 minutes later at 6:50am CST, that I do not want this order to be processed and absolutely want it canceled. I have reached out to the merchant via ******** and Instagram as well within a couple of hours. I got a response on Instagram to reach out to support via Email. And on ********, the response was that "the Order cannot be canceled or edited once they are submitted and that I was more than welcome to return the order once it's delivered". But reading merchant's response about returns on other complaints on BBB, it looks like I won't be getting a refund of the shipping cost if I were to return the product. And also there is a sale going on currently that says Any Shoes bought during this Sale are Final Sale and cannot be returned or exchanged. I want this order to be canceled & not be processed at all and get a refund for the entire amount I have paid ($107.95) including shipping. Please cancel the Order #******* and refund it!Thank you!

  Business response

  03/01/2024

  This customer's order had already entered the fulfillment process by the time we were able to respond to them, but our team continued to work with them and reach a solution that worked for them (facilitating a return and waiving usual shipping costs). 

  Customer response

  03/08/2024

   
  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. I am yet to return the product and get a full refund but I am hoping that it will be processed without any issues!
  
  Sincerely,
  
  ********************* ***********************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company sent the wrong color bag to me and refused to pay the shipping cost for the exchange/return. I should not have to pay for this when they sent the wrong color. This is basically just stealing my money.

  Business response

  02/26/2024

  The customer continued to work with our customer service team following submission of this complaint, and we reached a solution that she found satisfactory. 

  Customer response

  03/08/2024

  Hello,
  
  They refunded me for the cost of shipping and I was satisfied with that resolution.
  Thank you for your help.
  
  ******
  

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used points to purchase a few items. I wanted to return an item however the points are just lost. The site says nothing about this at all. Very misleading. This was a reply from them...Unfortunately, we are not able to reissue Rewards points once they've been applied to an order. We have recently made some changes to our Rewards program, including more tiers with faster Rewards accumulation, as well as points accumulation for exchange purchases, so we will no longer be manually restoring points for orders that are returned, as the points are intended to be a single use coupon. I hope you can understand where we are coming from!

  Business response

  01/05/2024

  The customer redeemed points on an order that included multiple items, including a Small Zip Wallet. The customer returned the wallet and was unhappy with our policy regarding points used on purchases. Per the *** section on our website regarding Rewards & Sales: "Our Rewards points function like a single-use coupon, meaning that once they are redeemed for a discount on an active order, they cannot be reinstated to your account, even if you return part or all of your order." This is the way the program is designed to function. 

  (**************************************************************************************************************************************************************************************************)

  Customer response

  01/05/2024

   
  Complaint: 21102255
  
  I am rejecting this response because:

   

  I would love to know that date that this policy was changed as this has not always been the case. 
  
  Sincerely,
  
  ***************************

  Business response

  01/08/2024

  In May of 2023 we made the decision to no longer give back PLG Rewards points that had been redeemed on a purchase if that purchase was returned. Since the launch of our loyalty program in Spring of 2022 we had been manually returning points for returned purchases where PLG Rewards were redeemed, despite the fact that the application we use for our loyalty program is not intended to function in this way. Per our Rewards Program Terms & Conditions, PLG "may alter, limit, modify or terminate the Program, the Program structure, any other feature of the Program, or these Terms and Conditions in its sole and absolute discretion at any time and in any manner without notice. Your continued participation in the Program will confirm your acceptance of such changes." The full Terms & Conditions are linked via our Rewards page on our website, and they can be read in their entirety at the website below:
  
  **********************************************************************************;

*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. ↩