Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a jacket in the beginning of March after a month and a half I contacted them about it. They said the billing company held the funds that they took from my account and I needed to provide a copy of my ID I did so and they stopped all contact and have not returned an email Order number is *****

  Business Response

  Date: 08/31/2023

  I would like to extend my sincerest apologies for the delay, inconvenience, and lack of communication you've experienced in regard to your jacket order, number *****. I truly understand how frustrating this situation has been, and I want to assure you that your concerns are being addressed with the utmost urgency.
  First and foremost, I want to acknowledge that there were mistakes made on our end that led to the delay and lack of responsiveness. This is not the level of service we aim to provide, and I deeply regret any frustration this has caused you.
  Upon reviewing your case, I found that there was indeed an issue with the processing of your payment due to a hold by our billing company. I apologize for any confusion surrounding this matter. Your cooperation in providing a copy of your ID was greatly appreciated and helped us to resolve the issue.
  However, I fully understand that our communication fell short after that point, and I sincerely apologize for the lack of responsiveness. This is not indicative of our commitment to providing excellent customer service.
  Please allow me to assure you that your jacket is ready to be shipped. I have personally ensured that all necessary steps have been taken to expedite the shipment process. You should receive a tracking number for your order shortly, and you can expect to receive your jacket within a few days.
  Once again, I am deeply sorry for the inconveniences you've faced. Your satisfaction is our priority, and we are taking this situation seriously to improve our processes and communication moving forward.
  If you have any further questions, concerns, or if there's anything else I can personally assist you with, please don't hesitate to reach out to me directly at *******************************.
  Thank you for your patience and understanding. We truly value your business and hope to regain your trust through the prompt resolution of this matter.

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a leather jacket from James Leather. The images and description on their website presented the jacket as tough and durable, but it's made from very thin leather. The presentation is deliberately misleading. Also, the shipping invoice placed a value of 30 USD on the item and I paid $230. I stated that I wouldn't wear the jacket if it were free and I also resented the fact that they marked the price up more then seven times what it cost them to manufacture it. The responder stated that the cost of manufacture is actually more than that, but 30 USD is printed on the invoice to keep the custom's tax low. The problem I'm having now is that the responder to my four emails will not give me any information on how to proceed with the refund process. I have stated to that person, because the jacket is presented in a misleading way, that I expect a full refund with no shipping or restocking fees subtracted. The responder has stated that my request is reasonable but will not start the refund process.

  Customer Answer

  Date: 07/03/2023

  At this time, I have been contacted directly by James Leather regarding complaint ID ********, however my complaint has NOT been resolved because:

  It hasn't been resolved because I have been instructed to return their package to an address in *****. After I pay for shipping costs, I'm to send them a tracking number. After the ordeal this company has put me through, I have no reason to expect them to behave in an honest manner. I suggested that since I'm the more trustworthy of the two parties involved, they should return my money in full first and then I would send them their jacket back. Based on their conduct so far, I have no reason to expect any refund from them and have every reason to believe I'd be wasting more of my money by paying to send it back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

  Customer Answer

  Date: 07/25/2023

  At this time, I have been contacted directly by James Leather regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here] based on their past behavior, I have no reason to believe that I will receive a refund and I feel that the shipping costs,  which I would have to pay, will be more money wasted in addition to the money I've already lost. Their presentation of the item I bought was a lie. Every interaction I have had with this company's representatives has been dishonest. Their return policy states that customers have two weeks to make returns, and they purposefully drug out the process beyond two weeks before they even told me where to send return items. They are not honest. They are stealing people's money. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

  Business Response

  Date: 08/31/2023

  I want to address the concerns you've raised and provide some clarity regarding your jacket order. I appreciate your candid feedback, and I truly understand your perspective in this matter.
  
  Upon reviewing the provided photos, it appears that you did receive the jacket you ordered, and it matches the specifications you provided. However, I fully understand that personal preferences can vary, and sometimes, the actual product might not meet one's expectations based on images or descriptions.
  
  At James Leather, we understand that each individual's experience and opinion may differ, and that's why we have a return policy in place. This policy is designed to ensure that our customers are completely satisfied with their purchases. If you find that the jacket doesn't meet your expectations or preferences, our return policy allows you to explore the option of returning the item for a refund.
  
  Your suggestion of refunding the full amount before returning the jacket is not an option, and I want to apologize for any inconvenience caused by not meeting this expectation. However, to maintain fairness and consistency in our return process, we do adhere to our policy of initiating refunds once the returned item is received.

  Regarding the shipping address, I understand your skepticism. Our recent relocation to ***** from ******** was indeed a decision to improve efficiency and better serve our customers. I apologize for any confusion you may have experienced due to this change. Please be assured that the address provided for return shipments is legitimate and your jacket will be handled appropriately upon receipt.
  In light of your concerns.
  
  I appreciate your understanding in this matter, and I want to assure you that we are committed to finding a solution that meets your needs.
  Once again, I apologize for any frustrations this situation may have caused. We value your feedback and are dedicated to improving our processes to ensure a better experience for all our customers.
  
  Again, I apologize for any distress this situation has caused. We value your feedback and are dedicated to improving our processes to provide a better experience for all our customers.
  Thank you for your understanding and patience.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a computer bag July of 2022, Received it from company with no problem. Looked fine. I used it for approximately 7 months before the stitching started coming apart at the handle, and one of the metal enclosure brackets came apart. I emailed the company 3 times and still not have heard back from them. I was looking for a repair or replacement, but obviously based on the many complaints here, I am probably on my own. Very disappointed. Be wary of this so called business.

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by James Leather regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered online, and paid for a leather briefcase from James Leather on January 21, 2023. The total cost was $274.98.The briefcase I received was not the briefcase I ordered. It was a completely different model. I attempted to contact the company to discuss the issue, but no reply to either my emails or phone calls.I returned the briefcase (Certified Return Receipt - delivered February 2, 2023) and requested a refund. There has been no refund received to date. I've called and emailed numerous times, but there has been no reply of any sort.All I'm seeking to do is get a refund for the sale price of the briefcase

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by James Leather regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FRAUDULENT ADVERTISEMENT - TERRIBLE QUALITY PRODUCT - RETURNED THE **** IMMEDIATELY - NO REFUND AFTER TWO MONTHS - RECEIVED A DOZEN OF EMAIL FROM THEM WITH "A FEW MORE DAYS" NONSENSE - NEVER REFUNDED $300.THIS IS A TOTAL SCAM!!!!100 FRAUDULENT GIG

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered large duffel bag last April 2022 stitching is coming apart and parts of leather on bag are worn off and loose! My order number is ***** cost was aprox $190 would like a refund or exchange to a smaller duffel bag, I have sent numerous emails and called the 917 phone number but get no replies! Company needs 800# customer service, very dissatisfied!! Thanks for your assistance!

  Customer Answer

  Date: 03/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by James Leather regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 1, 2022 I purchased a XS leather jacket as a Christmas gift. I was charged $188.99. When I received the Jacket On December 8th it had no tags of any kind. The jacket was too large and I had 14 days to return the jacket if I had all the original packaging with the reason why I was returning it. I emailed James leather that exact day and had to wait for a response. I received an email back by ***** December 10th. Stating they would highly recommend a custom made jacket to get the measurements sent to them, as long as I mailed back the original jacket with tracking to them. I mailed the jacket to them on December 13th with the tracking. She went ahead and charged me an additional fee $85.50 for the custom jacket. Once she received my money I then could send in my measurements. They sent me a ******* video on how to measure accordingly for the custom jacket. My husband and I followed it precisely. I was gave a few extra inches for each measurement. I sent the measurements in on December 15th. We received the jacket on January 5, 2023.The jacket didn't fit it was extremely tight the shoulders were pointed like a ***************************** costume. The Jacket doesnt resemble a jacket of any kind. The chest is too tight, the waist and arms are too tight. The measurements were completely off. The jacket is not wearable. I emailed ***** right away. My husband and I re-measured the jacket and Sent pictures as requested by *****. ***** then emailed me back Jan 8, 2023 saying my pictures were off, the measurements were correct as sent. They even attached a video measuring the jacket from the exterior prior to mailing it. The video they sent, showed them measuring on the exterior of the jacket not the interior. Of course they wouldnt be correct measurements. I emailed them back requesting a refund, they told me its nonrefundable and I can take it to a tailor. We paid $274.49 and want a full refund. James Leather has not returned any of my emails since Jan. 11, 2023

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two leather jackets at a cost of ******. When the jackets arrived, they smelled so bad I had to put them in my garage. They had sticky stuff on them and the stitching with awful. There were random peices of leather sticking out from seams. I sent pictures to the manufacturer and requested a refuned. I closely followed the refund steps on their website and it has been two months and I still havent received a refund. I have emailed requesting an update on the refund and the last few emails have went unanswered. I strongly discourage people from ordering from this website.

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding James Leather has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an item for $159.99 item did not fit. Requested permission for refund. Followed all their requests. Have not received refund. Received merchandise on 9/22/22 Returned on 9/30/22 Tracking info: *** ****************** They acknowledged receipt and refund would be issued in 3-4 days. They kept asking me to wait, now its been over 30 days and my emails are being blocked.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a leather coat for $200.00 and it came and it is so small could fit a child no response I leave messages Voice mail phone calls I need to return jacket no one answers or responds!!! I want my $$$ back Now!!!