ComplaintsforPortland Leather Goods

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a purse from Portland Leather Goods. When it arrived I found the quality had not been well represented in the picture on line. In order to return the product they stated I had to contact the company . There was no phone number and so I e-mailed for instructions to return the product. That was on Dec.10, 2021.I have never had a reply. I am afraid that if I sent it to the address listed I won't get credit. It seems they do not want returns and they do not want to be contacted. There are several letters from people who have had similar problems. Order # ******

  Business response

  01/12/2022

  We're so sorry there seems to have been some missed communication! We do not have a record of the email mentioned from December 10, but did receive an email from the customer on Dec 30. A member of our customer service team responded to the customer's email on Jan 4, following the New Year's holiday break, with return instructions, but we never heard back or received her return in the mail. We again reached out on Jan 10 via phone and email, and issued a full refund as a courtesy to make sure the customer was taken care of since we had not received any kind of response from her or seen her return. We are always happy to accept returns and do our very best to ensure every customer is thrilled with their purchase! 

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking to return a purse purchased from Portland Leather Goods. I have followed the steps outlined by the company for returns, but they have not responded. The only way to contact the company is by email (the phone number has a voice recording and no option to leave a message. The company has a stated policy of accepting returns within 14 days, but the buyer has to contact them first (which I have done several times by email). The 14 days has now expired because they have not responded. Here are the relevant dates:Item delivered to me: 12 July First email to ******************************************** 13July Second email to ********************************** 14July Third email to ********************************** 21 July Third email to ********************************** 23 July I also shared dissatification via their email requesting review of customer experience. Could you please assist in getting the company to reply to my emails that were sent within the 14-day return window?

  Business response

  08/02/2021

  Hi There,

  I am so sorry you didn't receive our emails. It sounds like there must have been a technical glitch with your email or our messages were going to spam. I have attached above copies of all correspondence with you. As you can see in the attachments, our customer service team sent a reply to your July 13th & 14th emails on July 15th; a reply to your July 21st email on July 22nd; then on July 26th, they sent you an email in a new thread to make sure you received a reply. Just this morning we received a reply from you confirming you received the return instructions. Based on this latest message, it sounds like you are all set up with return instructions and will send your item back to us when you return from your work travel. Gosh! I am so sorry the communication was such an ordeal. If you need anything else, please email ******************************** directly from your email instead of the contact page on our website - just to be safe!
  

  Best!
  
  

*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. ↩