ComplaintsforPortland Leather Goods

Leather Clothing

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Initial Complaint
01/05/2024
Complaint Type:
Product Issues
Status:
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.
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.
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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:

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Initial Complaint
12/13/2023
Complaint Type:
Product Issues
Status:
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.
purchased items from company that were defective and company won't refund the full purchase price of the defective items.
Business response
12/14/2023
Customer reached out on Dec 8 with concern about scratches on the bag she recently purchased, and also cited an unpleasant smell. We responded on Dec 12th offering a replacement or a free return for a full product refund. The free return is processed once the customer initiates the return by waiving the standard return fee, which we are unable to waive prior to the initiation of the return. The customer believed they were being charged return shipping, and we explained that this is not the case and we will waive the fee. The customer followed up to express further anger that her original shipping fee was not refunded. It is not our policy to refund original shipping for returns, provided that the item was shipped and received in accordance with the parameters outlined on our website, but due to the customer's concerns with her order we offered to make an exception and issue a refund for the original shipping as well. When we attempted to issue the refund, we learned that the customer had previously opened a chargeback with PayPal. Until this chargeback is resolved, their order cannot be refunded because Shopify freezes the funds. We have let the customer know that a full refund for this order will be issued once the chargeback is either removed, which the customer would have to do, or resolved, which can take up to 90 days.
Customer response
12/22/2023
I did respond so why would it be closed? They are a scam company shipping substandard products.
Initial Complaint
12/12/2023
Complaint Type:
Product Issues
Status:
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.
Inhave not yet seen my shoes be shipped and its been 2 weeks
Business response
12/14/2023
Customer placed an order on Dec 1st and the item was assigned a shipping label on Dec 4th. The item received no progress scans from that time until Dec 12th, when the customer reached out. We offered the customer a refund or a replacement shipment, and because we could not guarantee delivery within the customer's needed timeline, we issued a full refund for the order.
Initial Complaint
12/07/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered 5 items but only received 4. On their site, my order says complete with all 5 items shipped together in one box shipment. I was charged for the 5 items. No one has replied to my emails from the company.Order #******* never received Almost Perfect the Fiesta Bag in Sunflower color
Business response
12/14/2023
The customer reached out on Dec 5th citing a missing item - an almost perfect fiesta bag in sunflower. We responded on Dec 8th and immediately reshipped the missing item. The replacement left our warehouse on Dec 10th and is en route to the customer now, with an anticipated delivery date of Dec 15th. Because the item was replaced, no refund was issued.
Customer response
12/17/2023

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.

Sincerely,

*************************
Initial Complaint
12/04/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I want my total amount refunded. I was sent something so bad I would not give it away. I should not have to pay $22.95 for this disgrace. I have bought things fromPLG in the past. But the bag I got is UGLY and looks less ke it was used
Business response
12/08/2023
Customer reached out on Dec 2nd to express disappointment in the quality of the item received. No photographs or other evidence of low quality were provided to our team at any point. With no images to assess, our representative sent instructions on Dec 3rd for the Returns Portal and the customer initiated a return and sent the item back. Customer reached out again to request the waiving of return fees, and we responded to confirm that those fees have been waived. Return is still in transit and full product value plus tax will be refunded upon delivery of the item.
Customer response
12/08/2023

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.

Sincerely,

***************************
Initial Complaint
11/30/2023
Complaint Type:
Product Issues
Status:
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.
I received a size 5.5 boot instead of size 11 I selected. I noticed the company's website continue to change sizes after you select the size you want. I didn't realize my size was switched after checkout. I reached out to the company and they refused to rectify the problem by exchanging the shoes without any additional cost to myself. If not, I would like a full refund of what I paid ($138.65) Thank you
Business response
12/04/2023
The customer inadvertently placed an order for the incorrect size (copy of order information included as attachment) and the customer received the size indicated in the order details. When the customer reached out saying they received the wrong size, we provided a copy of the order details and provided return instructions. It is not our policy to issue a prepaid return label at our own cost unless the customer receives the wrong size, however we did waive this customer's return shipping fees as a courtesy since they ordered the incorrect size by mistake. The shipping refund is reflected in the attached photo. The full refund has not been issued because the customer has yet to complete the return. It was initiated on Dec. 2nd and the refund will be issued when the return is processed.
Customer response
12/10/2023

Complaint: 20940314

I am rejecting this response because:
This company has a website that is set up to change shoe sizes from the selected buyer's choice. This should be addressed. This creates confusion and wrong size purchase.
The burden being placed on the customers to continue to make changes shouldn't be the case.
Update your website to be consumer friendly and have your computer programmers write a program with the correct perimeters in place. As someone who has programmed software and as a consumer, I have never seen a site that changes your set choice as you shop.
As a word of advice, set your website to service your consumers, not your personal preferences, and you will have a higher odds of satisfied customers.
The 5.5 size boots have been delivered and accepted by this company.

Sincerely,

*********************************
Business response
01/04/2024
We took the customer's feedback about our website functionality to our web support and logistics teams and they were unable to recreate this issue. Our technical support teams have assured us that the website is functioning as intended. The customer's request to resolve the website performance issue has been addressed and determined to be an anomaly, and the customer has received a full refund for this purchase.
Initial Complaint
10/27/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Have been trying for two weeks to return the purse and wallet I received from Portland Leather Goods. They have not responded to the email I sent them and they don't offer a phone number for me to call and speak to anyone for customer service. Should have been my first clue but reading their reviews I thought it was a legit company. I need assistance in getting my money refunded. I cannot get in touch with them, they will not answer my email (they requested) and they do not offer a customer service number so that I may call them concerning my return. Please help me.
Business response
11/01/2023
Customer placed order on September 16th, order was marked as delivered by ***** on September 21st. First recorded contact with customer was October 27th. We created a return window extension and provided return instructions on the same day. As of this response (11/01/23) the customer has not yet initiated a return.
Initial Complaint
10/18/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
They have accepted my payment but do not provide any way for returning their products accept within 2 hours after buying the priduct. At this point its too late to lean that they have bad product and customer reviews. ***** told to email them but when tried, its undelivered. No phone for the company is provided.
Business response
10/20/2023
The customer placed their order on October 3rd. They reached out on October 17th after their order was already delivered asking to cancel their order. Our order cancellation window is open for 2 hours after the order is placed, and after this point we're unable to guarantee that customers can cancel their purchases due to the fast-paced nature of our fulfillment center. Instructions were provided to the customer for initiating and completing a return via our Returns Portal. It seems that this customer was hoping to return their order rather than cancel the order, and instructions for doing so were provided. The customer is still within our 30 day return window and is welcome to complete a return, we have reached out to clarify and provide further information.
Initial Complaint
10/17/2023
Complaint Type:
Delivery Issues
Status:
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.
This is regarding order # ******* for a total of ******. I saw they had a sale for the same products there customer service said they could not price match it. Granted this is before the order was shipped. I contacted them on IG and they said they could price match it. My new order is ******* for a total of ******. I have refused the delivery of order # ******* and I want the order of *******. This is my first and last order with this company. They do not respond to emails within a timely manner. Please refund me ******, I hope the boots fit otherwise I will need to exchange it and I hope that process goes smoothly. Thank you
Business response
10/20/2023
The customer reached out first to social media with a concern about applying a newly introduced coupon to an order placed before the coupon's eligibility date. Our policy is not to apply new promotions to orders placed prior to the start date of the sale, and we informed the customer that we'd be unable to do so. The customer refused the package upon delivery, and this order is now being delivered to our fulfillment center. A full refund for the order has been issued.
Customer response
10/27/2023
I did not receive the black shoes. I need a refund for that
Business response
11/01/2023
The customer's order shipped in two separate shipments and one of the pairs of shoes (black boots) did not arrive due to carrier mishandling. We asked the customer to wait for the duration of the shipping window. When the shipping window had elapsed, we issued a full refund for the product (10/28/23)
Initial Complaint
10/17/2023
Complaint Type:
Delivery Issues
Status:
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.
Order number *******. I ordered a womens bifold wallet on October 4th. Portland leathers charged my card and I received an email order confirmation. The confirmation said, "When your order has been shipped, you will automatically receive an email with a tracking number so you can follow along on your order's journey to you!"I never got another email. I finally sent an email on October 13th inquiring about the order. I DID NOT get an email back but I did see that the order was changed from unfulfilled to fulfilled. I have **** informed delivery. This was never sent to me. I need the merchandise or a credit to my card. Portland leather customer service seems to be nonexistent.
Business response
10/19/2023
Customer reached out on October 13th and received a response on October 17th, within our quoted 2-5 day response time. Customer's order was subject to a technical issue that resulted in her order's tracking information not properly importing into our system, and customer did not receive a shipping notification. Tracking was manually fulfilled and we issued a refund of the customer's shipping fees as a courtesy for the inconvenience and anxiety over her order. Package has been delivered as of October 18th.

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