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:05/04/2025

  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 tried to purchase the ***** bag from the Portland Leather Goods site, and I'm not certain anything went through; I was still charged, though. I received no order confirmation, and my countless attempts to contact customer support have gone ignored. It feels as if I was stolen from, and I haven't received a response from ***'s customer support days after the incident.I have submitted a claim to my bank due to the fact that I was charged over $100 dollars without any sort of confirmation. I was very excited for this purse, but because of this instance I feel hesitant to purchase from them again. I believe I have all necessary information to facilitate a refund at the very least (card number, email, name, address & billing information)... I would just like this to be resolved.

  Business Response

  Date: 05/05/2025

  There are no active orders in our online store attached to this customer's information; however, there was an "abandoned" checkout session with a few payment attempts, which could have registered a "pending" or "processing" charge on her bank account temporarily. The customer has been contacted directly by our team and informed of the circumstances. 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair 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.

  This company has very shady practices. First of all, the colors on the website are 100% NOT accurate. What you order is NOT what you get. Additionally, in order to return something, they charge you a much higher return shipping than what you originally paid, even if the item is not as shown/described on their website. And, I have priced this out, the return shipping is WAY more than what it would cost for me to ship back myself. Finally, if you do an exchange, instead of just doing a simple exchange, they force you to get a store credit and then you are forever stuck with that if the exchange doesn't work out - you can never get your money back.

  Customer Answer

  Date: 04/15/2025

  This complaint has been solved.
  

  
  

• Initial Complaint

  Date:03/06/2025

  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.

  Received defective/used product and cannot get a response from company.I received my order on Friday. Immediately out of the box the color is much different that pictured online but also there are scratches and smudges/fingerprints all over on both sides. I did not expect to receive a bag in this condition for the price I paid because it looks like it has been used and/or previously returned. I am including a photo of it just out of the tissue paper and sent a photo to the company as well. I have sent 3 emails in the past week and have gotten no response. I paid $10 shipping originally and would have to pay more shipping to return this defective bag and am not even sure I can return it as it doesn't look new. I would like a full refund including my original shipping paid and to donate this bag or send it back for free. Thank you for any help.

  Business Response

  Date: 03/17/2025

  On 3/7 our team contacted the customer and provided a return shipping label for her to send back the bag for a full refund. She has since been fully refunded. 

  Customer Answer

  Date: 03/20/2025

   
  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

  Date:03/05/2025

  Type:Delivery 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 placed an order on February 13, 2025 after 2 weeks I attempted to get a status of my purchase. The site does not provide a customer service phone # or a way to inquire for a order status. to click. The Portland Leather site appears to be DOWN and not functioning, only if you are ordering. My credit card a been charged in the amount of $88.67 this was done the very next day. I contacted *** Ex they have recieved a notice from them, how ever the merchandise has not been forwarded to them. I do have a tracking number. ************.

  Business Response

  Date: 03/07/2025

  It looks like this package was lost in transit, we have issued a full refund for the order and emailed the customer to notify them. 

• Initial Complaint

  Date:02/22/2025

  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.

  See enclosed pics. Please see the broken strap on my circle crossbody, charged to credit card on Feb 3 and delivered on Feb. 7, ******* order number is 2961427.Tracking number was 1ZGH6233YW04973123 It cost $98.11 and is less than 1 month old.I want to return it, but should not have to pay for shipping.Please send me a shipping label and refund the initial shipping cost.Your refund policy requires initial shipping packaging that I did not keep because I did not anticipate faulty workmanship.Please advise asap.IMG_7595.jpg IMG_7594.jpg ***** **** Sent from my iPhone

  Business Response

  Date: 02/24/2025

  We have contacted the customer directly to facilitate a full refund and return of the item for inspection and repair. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22978238
  
  I am not necessarily rejecting this response, as I am questioning it, for the following reason:

  ******* from Portland Leather said she  attached a prepaid shipping slip, but she did not. So I am already to return the purse and its  broken parts, but need the prepaid shipping label.

  This worries me because she also said she would credit me the initial shipping cost, besides complete refund. Will she?

  I am out almost $100 and it will take so long to iron this out and get all my money back.

  I am trusting that ******* from Portland  Leather is as good as her word.

  Thank you, BBB, for interceding.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/26/2025

  We have confirmed that the customer has successfully received the return label and returned the item, and her full refund has been issued. 

• Initial Complaint

  Date:02/12/2025

  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 ordered a handbag from this company. It said it had a zipper enclosure, which is what I wanted - something that zipped closed so nothing would fall out. Received the bag and it has the following issues: 1. zipper does not close the entire bag - it falls short leaving a 1 by 2 inch gap on both sides of the bag (photo attached). This is not reflected in the product's description nor in the pictures.2. the bag smells horrible I immediately emailed the company - no phone number available - and 6 days later I have not heard back. I decided to start the return process via their website and they will only refund $106.01 - charging me almost double the shipping to return a defective item, and not crediting me the full amount of sales tax paid.

  Business Response

  Date: 02/24/2025

  We did contact the customer regarding this issue, and waived all shipping costs (original and return) for her order. This means that, upon returning the bag (she has initiated that process herself), she will be fully refunded for the bag. 

  Customer Answer

  Date: 02/25/2025

  Hello,
  
  Thank you for your assistance with this. I did not see a way to respond in the BBB website. Shortly after filing this complaint with the BBB the company did suddenly respond to me and said they would refund the full amount I paid.
  
  I have returned the defective item and am awaiting the full refund.
  
  Thank you,
  
  ***** ***********
  

  
  

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair 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 purchased a purse from this company for a total of $140.13 on 11/29/24. The bag arrived with scratches and scuffs on it. This company does not have a phone number to call and in order to contact them youre instructed to do it through their website or an email address that is provided in the packaging.I attempted to contact the company on three separate occasions to determine my options and to determine a resolution and they never responded to me. I at this point am hesitant to return the bag because I dont even know if Im gonna get my money back as I cannot get in touch with this company. After spending a large amount of money on a bag I would expect better customer service.

  Business Response

  Date: 01/16/2025

  During the holidays, because we have such a high volume of incoming messages, we have some autoreplies set up to respond to common inquiries, like returns/exchanges. Sometimes these autoreplies do not catch the nuance of a customer who wants to return for a quality issue, such as this customers. In these cases, within the text of the autoreply, we ask the customers to respond again to the same message with the phrase "more help", which communicates to our system that they need further assistance and routes them directly to a team member.
  

  This customer did write in multiple times, however each message was in a new thread, meaning that each separate thread was treated as its own inquiry, and each thread received the same autoreply. Unfortunately, this means the customer's inquiry was never properly escalated to our team. We regret this oversight! Having now received her complaint via the BBB, we have contacted the customer directly in an attempt to resolve her original issue.

• Initial Complaint

  Date:01/06/2025

  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.

  Business refuses to respond to any of my emails. I talked to the administrator of their company ******** group and they told me to message the administrators of the group and then told me i violated group rules. Business has no phone number. I have not recieved a refund for an item they failed to ship but they refuse to respond to anything about it. This is an ongoing issue.

  Business Response

  Date: 01/16/2025

  This customer reached out to us during a time of very high inquiry volume, so our response to her was delayed. However in the time since the complaint has been filed, we have been in contact with the customer regarding this issue.

• Initial Complaint

  Date:12/12/2024

  Type:Delivery 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 ordered an item and notified days after it apparently had arrived and was never present as apparently the neighborhood locked shipping box for delivery to the neighborhood was not utilized and the expensive product never showed up meaning it was most likely stolen from the front entry area as the locked shipping box for the neighborhood for shipping companies was not used apparently unfortunately. I will not purchase from Portland Leather again. Ive attempted to be in touch with the company.

  Business Response

  Date: 12/20/2024

  After filing this report, the customer was subsequently in contact with our team, who shipped a replacement order for their original package which had been stolen. 

  Customer Answer

  Date: 12/20/2024

   
  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. The business has been extremely helpful in addressing my concern in a very timely manner as the original complaint I filed was absolutely not their fault and I offer my apologies for even suggesting there was a mistake on their part!  It turns out to only be a neighborhood issue with packages so I appreciate all they did to assist me!
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/11/2024

  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.

  On 11/30/24 I purchased a zipper pouch from Portland Leather Goods, It arrived on 12/04/24. The zipper doesn't work, I eventually got it to unzip, but it won't close, the zipper doesn't work. I went to return it and they were going to charge me to return their damaged goods! I emailed them and told them I already paid shipping on a perfect product, why would I pay shipping on a defective product? After days of emailing back ******** ***** (customer **** said she would waive the shipping fees with a free label. There was no label attached! At this time, I do not wish to be involved with this company, it's a waste of time! I will go back on the credit card company for a full refund.

  Business Response

  Date: 12/13/2024

  Our team attempted to waive the return fees for this customer, however at first a step was missed and that waiver was not processed correctly. Upon the customer's follow up email, we revisited the waiver, corrected our error, sent a complimentary return label directly to the customer, and also issued a refund for the original shipping she paid on the order (which is typically nonrefundable per our returns policy) as a courtesy for the inconvenience. 

  Customer Answer

  Date: 12/14/2024

   
  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.
  It's such a shame to have to go through all of this in order to get them to pay their own shipping for a damaged good
  Sincerely,
  
  ****** *********