ComplaintsforPortland Leather Goods

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  More info

  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.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a size 9 1/2 leather shoe on September 24. It arrived and was too small, but I liked them so I Tried to do an exchange online and it said order unfulfilled. I thought maybe I just needed to wait a day or two-waited three-tried again-same thing. I emailed customer service to explain the situation and got an automated response. I ordered the same shoe in a size 10 on Sept. 29 got my email confirm. Tried again to do a now return as I ordered the next size up to take on vacation. Still says order unfulfilled and there is no contact phone number for the company. With all the complaints, I am concerned I am going to get stuck with 2 pair of the same shoes one of which doesnt fit. Seems to be a lot of complaints for what some reviews say is a reputable company.

  Business response

  10/03/2023

  Customer reached out with the above complaint. A technical glitch resulted in a failure to import tracking information from our shipping software into our ecommerce system, which prevented the customer from accessing their order in the return portal. We manually fulfilled the order in our system to permit access to the order in the return portal and waived the customer's return shipping fee as a courtesy for the inconvenience.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 hats from Portland leather goods on September 13. I paid for shipping. Never received any communication from them about my order or the shipping information until I personally emailed them on Spetember 24th, Monday. Then spontaneously through the night I received the email for shipment being processed. I didn't get the items until September 27th. I recieved all three items stuffed inside each other in a hat box. They were so tightly packed they had indentations around them. The black hat had a bent area and left a line. They were also very large for the circumference listed. They were also different from the photos listed on their website. They looked in very poor condition, and were not accurate compared to the website photos. The website photos showed them to be a taller top than they were in person. It just wasn't accurately depicted on their website. I also don't appreciate paying shipping and then not receiving them in a more timely manner. Then when I'm disappointed in how they arrived, I tried to communicate to get a refund. I've never gotten a response from them except automated. Their number isn't listed and the one on this website doesn't work. This is sketchy and not how an honest business should work. Also, when I attempted the online return process as shown through their email, it wasn't giving me a full refund and required me to pay shipping again. The money lost through this process doesn't warrant me returning all 3 hats. I would lose the same amount of money for what 1 hat costs. Why should I have to return all 3 when I'm only getting enough money back for 2 out of the three I paid for? That is stealing, and they should have to refund the full amount I originally paid them. I can return to shipper through the post office if necessary to avoid paying shipping fees myself. I provided photos of the communication, the difference in refund and charges, and the condition of the hats. You can see the indentations and the black hat was bent.

  Business response

  10/03/2023

  The customer reached out with the above concern and received our autoresponse indicating a 2-5 day response window. Her complaint was filed within that window, before we had the opportunity to respond. Informed the customer that it is always our policy to facilitate a free return or replacement for damaged merchandise and advised that we would typically provide a label at no cost. Customer had already initiated a return in our online returns portal, so we waived the associated return fee so she could make her return for free. Full product refund has been processed.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered purse item in shopping cart on website to see total charges. A quick pop up appeared, seem to state an order was placed. I did NOT selected ,"place order". There was no email confirming this order. I then made an account on website so I could see if an order was placed. I never received a confirmation of this order sent to me. There is no customer service phone number to contact company to resolve issue. I also did not find an option to delete my credit card payment on my account I created so I could delete my card. I believe their pop up that placed order without my approval to select to order is fraud gimic on their website. Please investigate and help me get my full refund.

  Business response

  09/19/2023

  This customer did email our team with more details that made it clear she thought we had stored her payment information on our website and submitted an order on her behalf. We explained that we do not store any customer payment information on our website. She was able to access our automated cancellation tool, and her order was canceled and refunded.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered this on 7/16/23 then inquiry of when it was coming to me they said they fed ex to my house on 9/3/23 well the tracking said it was delivered and showed a picture. This picture was of the wrong house. I could not find any phone number for them what company does not have a telephone number probably because of so many complaints. I looked on my ring video which i dont know how to post here but there was no delivery of a purse by fed ex. I asked my neighbor if they got the package. No, then they said they had a screenshot of all sales final. I could not get my money back and maybe email them on 9/8/23. They said please dont email them again because they will not answer it her name is ******. Well, I paid with paypal so I will get my money back for item not received. You know the funny thing is the picture was of a house with bricks which I do not live on/in I have vinyl siding. So now I am out ****** hopefully paypal will find in my favor.

  Business response

  09/11/2023

  This customer let us know that ***** marked her package as delivered but she had not received it. We see this quite commonly and often the package will show up in the few days following the package being "delivered," so our standard policy is to wait a few days, then replace or refund the order if it has still not arrived. We informed the customer of this policy, with full reassurance that we would make it right, however she filed a payment dispute prior to us being able to offer a solution. The payment dispute was accepted in her favor by ****** so we consider the matter resolved. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered (Order #*******) a bag for my mom & after 3 hours wanted to change the color of the bag as my Mom found she already have the color I ordered.I reached out to the company in around 4 hours to request a change of color- got an automated response that someone will reach out to me- & after 2 days received an email confirming shipping of the bag ordered without anyone reaching out to help with the change of color though they mentioned they will.their cancellation window is only 2 hours after order :( Pathetic response system

  Business response

  07/21/2023

  Because our cancellation window is only 2 hours, we offer customers an automated tool so they can take care of any order changes on their own in this timeframe. Unfortunately, outside of this window, we cannot guarantee that we are able to assist them with the request. This customer reached out during a time of extremely high email volume, and received an autoreply communicating this and stating our average response time (at that time, 4-6 days). Her bag did ship before we were able to respond to her. We responded 3 days after her initial email, and offered to waive shipping fees on a return if she preferred to return the bag and repurchase the desired color. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 6/26 for a purse/wallet. They charged my account immediately and sent an email confirming the order. I will be leaving for vacation on 7/16 and was checking to see when I would receive my order. I logged into my account and the order as of 7/6 states Unfulfilled. I have never received any other emails confirming shipment. This is 11 days after placing my order. I have attempted to email and send messages via their social media accounts and have yet to receive a response. They do not have a contact number to call and their customer service has been very unsatisfactory with no communication. I just want to receive my order before vacation and expected ordering it weeks ahead of time, this would not be an issue.

  Business response

  07/10/2023

  Our company is undergoing an inventory transfer between warehouses, which has impacted fulfillment times for all orders. We have been in communication with the customer, refunded her shipping and one item in the order as a courtesy for the delay, and got her order shipped out with **** Priority Mail on 7/10. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In re Order #*******: Slow and nearly unresponsive customer service. To the point of being ridiculous. I know it's not Amazon, but C'mon!! It takes days and days to receive a response. Order placed 29 June, they took my money fast enough tho. Worst customer service model. Where's my order?? On a slow boat from *****? I would like this order canceled and my money refunded.I think they took a bunch of orders for which they have no stock!

  Business response

  07/07/2023

  This customer first reached out to us on 6/29 expressing dissatisfaction that our products are made in ****** (this information is clearly stated on our website - screenshot attached). She received a reply from our customer service team on 7/1. On 7/6, she reached out again letting us know she was unhappy her order was taking so long, and that she was filing a BBB complaint. Our fulfillment times are currently extended due to a warehouse transfer (which is also indicated on our website - screenshot attached). Today (7/7) we canceled and refunded her order in full. 

  Customer response

  07/07/2023

   
  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

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a purchase on 6/14/23. I have not received any email confirmation of my order, nor any updates if my order is being processed or shipped. I emailed the company's customer service but have not heard back. I am anxious to receive my order.

  Business response

  06/22/2023

  The customer reached out to us on 6/20 and received a response from our team on 6/22 acknowledging the backend circumstances that led to a delay in her order's fulfillment. We also issued her a shipping refund. 

*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. ↩