ComplaintsforPortland Leather Goods

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not do business with Portland Leather Goods. PLG has effectively stolen my $56.03. I requested to cancel my order 14 minutes after placing it, and PLG arbitrarily said no, because "too much time had passed". However, PLG has acknowledged they do cancel some orders and then said they don't cancel orders. When pressed on which it is (yes or no cancellations) and why they refused to cancel my order, they avoided the question and became hostile, lying that I had "harassed" and "insulted" their employees. They personally attacked my character, blamed me for not cancelling quickly enough, and essentially made me feel that I had been scammed when buying their products because they refused my cancellation and don't take returns. Instead they bickered with me for a whole week before it was shipped. They had a whole week to cancel it.PLG has overtly censored all negative reviews on their website; they claim to have 4.9/5 stars across all products. Upon reading real reviews on other platforms (not their website), the truth is clear: PLG is a glorified drop-shipping company with zero quality control (they lie about product construction and quality on their website) and zero customer service. All the "reviews" on their website are fake or paid for.CEO ***************************** success story for PLG makes no sense; you don't build a successful company on scamming customers with shady cancellation and return policies. If your brand is so successful, why are you unwilling to cancel orders? Would you have cancelled it if I accidentally ordered 100 items instead of 1?TLDR: Portland Leather Goods lied and misrepresented the quality of their products. Despite requesting to cancel 14 minutes later, PLG said they do allow cancellations if they're requested quick enough, but they wouldn't be cancelling mine. They wasted a week making up excuses while the product was sitting in a warehouse and easily could have been cancelled. Portland Leather Goods scammed me. I want my money back.

  Business response

  07/22/2024

  As stated in our FAQs, we do not offer order cancellations as a matter of company policy. This customer repeatedly demanded an explanation for why we have this policy. Our team explained at length why these policies are in place. He did not accept our explanations. Despite the fact that this customer purchased a final sale item that has been marked as successfully delivered to his home address, we are issuing a refund in full to resolve the issue. 

  Customer response

  07/22/2024

   
  Complaint: 22021110
  
  I am rejecting this response because:
  
  Although Portland Leather Goods has submitted a refund it is too little, too late. PLG has only done this in an effort to save face. PLG, where was this two weeks ago? You had an entire week to cancel the order and an entire week to make it right with a refund during the PayPal dispute process. I should not have to waste my time and yours on something you could have prevented with modern cancellation processes. You are apparently the only company in the ************* which does not give customers the immediate option to cancel an order from an order confirmation email. After reading many, many horror stories about the mess your company creates with the arcane cancellation/return policies -- which selectively apply based on what amounts to a coin toss -- to outright censorship of reviews and lies and half-truths about your company's products -- which aren't really your company's products; it appears your company is a drop-shipper of goods produced in ******, nonsensically rebranded as "Portland Leather Goods" -- a name bearing no truth. There is no excuse for the abominable business practices and personal attacks your company levied against me. Furthermore, in the most recent message they brought up another distraction about how my order was a "Final Sale" item. Final Sale items have absolutely no relevance regarding order cancellations, so why even bring it up?
  
  This is what Portland Leather Goods must do in order to resolve this issue:
  1. Apologize for lying about your nebulous cancellation policy and clarify it on your website in more detail. Your representatives explicitly stated you can cancel orders. Promise to make those criteria known. Do not move the goal posts or operate on a case-by-case basis depending on how you're feeling today.
  2. Apologize for wasting two weeks of my life for something which was totally in your power to prevent.
  3. Promise to implement a method to allow customers to cancel orders; there is no excuse in 2024 to not have this functionality. This has apparently been an issue for years and you continue to ignore it.
  4. Promise to cease and desist censorship of negative reviews on your website.
  5. Apologize for attacking my character and falsely accusing me of harassing and insulting your employees. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $106.09 for a bag described as "Premium," which means the highest quality. It has badly-sewn seams which cause a pucker in the leather and make the bag unable to sit flat. This is unacceptable quality for a bag costing over $100, and it is very different from the representative photos of the bag on their website. I contacted customer service and politely asked for a replacement bag, including clear photos of the flaw. All I want is what I've paid for. They refused. They said I could return it and reorder, but I would have to spend an additional $20 to get the same thing I already purchased.They also lied to me, telling me the bag is normal and there is no problem. Since I responded, reiterating that the bag is unacceptable and I just want to receive that which I purchased, they have stopped responding altogether. They are ignoring me.

  Business response

  07/12/2024

  Our team did originally respond to the customer offering a free return for the item, and regret this was not clearer to the customer. We have since provided another response to the customer offering further resolution and hope that she finds this response satisfactory! 

  Customer response

  07/12/2024

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  07/23/2024

  After filing and resolving a separate complaint, this company once again shipped me a defective product. They sent me a leather purse with cuts in the outside front of the leather, and bulges due to uneven stitching on seams. I have requested a refund. I have emailed them 3 times and received no response. I want to receive a refund. I will not accept any other proposed resolution.

  Business response

  08/08/2024

  On July 22, our team issued a refund to this customer as requested. 

  Customer response

  08/08/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 18th I was browsing on the Portland leather website. I had placed 3 items in my cart. after the order went through I saw a duplicate item, and I dont know how it got there. I also had tried to pay with Shop pay installment, but in the middle of the transaction I noticed that the transaction had taken the full amount, not the installments. I attempted to contact the company -twice- and get a cancellation since i HAD JUST PLACED the order. The person who responded only responded via email and was very condescending and rude and only said you should have been more careful," no offer to fix the problem no solution offered, nothing. Just rudeness. I want my refund. I intend to send it back and she said- "oh it's final sale, but in retinal the customer is supposed to get the benefit of the doubt. online shopping is destroying the retail experience.

  Business response

  07/09/2024

  This customer purchased four distinct pairs of shoes, so it is not clear to us which pair she considered to be the duplicate purchased in error. All the the items purchased were final sale, and we do have a no-cancellation policy in place, which our team informed the customer of - however, we regret that her experience was one of feeling condescended to. As a courtesy we are issuing a refund for the highest-priced shoe on her order, and she will receive an emailed confirmation of that refund from our company. 

• 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,
  
  *******************

*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. ↩