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: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.

   
  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,
  
  ****** *********

  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. 

• Initial Complaint

  Date:12/04/2024

  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.

   
  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,
  
  ******** ***

  Business Response

  Date: 12/06/2024

  Due to holiday volume our email response time is currently longer than usual. This customer filed a ******************** complaint before hearing back from our team. Our team responded to her message on 12/4 and provided the assistance she needed. She has since submitted her return successfully.

• Initial Complaint

  Date:11/13/2024

  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.

   
  Complaint: 22549651
  
  I am rejecting this response because: I HAVE NOT REVISITED THEIR SITE. I have asked them to delete my information from their system but it is OBVIOUS that they have not since I still get marketing emails from them. *** needs to REMOVE ALL OF MY INFORMATION FROM THEIR SITE/DATABASE, ETC AND STOP CONTACTING ME. THEY NEED TO NOT PROVIDE MY INFORMATION TO THEIR AFFILIATES EITHER. I have asked them at least 4 times to do this since August and they still refuse to do so. Their continued contact is HARASSMENT at this point. If they can't finally remove my info and BBB does not provide help in this matter, I will seek legal action.
  
  Sincerely,
  
  ***** *******nally, I request that they DO NOT sell my personal information.

  Business Response

  Date: 11/22/2024

  We completely understand this customer's frustration, and also understand their belief that we have not deleted their information from our marketing platform. In truth, our team did process a deletion of the customer's email address and associated information from our marketing software each time they contacted us to do so - however, it seems the customer may have re-visited our website following these deletions, which is where the issue arises. Our marketing team currently utilizes a software connected to co-op databases in the **** that identifies email addresses of people who visit our site, and site visitors can receive relevant marketing emails after they leave our website. Because this customer's data had been deleted from our system, what likely occurred is that their email address was recognized as "new" by this software and was picked up again when they subsequently visited the site following each data deletion. We can prevent any new marketing emails being sent to the customer as long as their profile remains registered and marked as "do not send" in our marketing platform, or we would be happy to process a third deletion of their profile. However, if we were to delete their information again and they visited our site again, there is a chance their email address could be collected again and they would receive further emails. We have responded to the customer directly as well with this information and are committed to working with them to find a solution that works for them. 

• Initial Complaint

  Date:09/19/2024

  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.

  9/2023. Last year I purchased a few mystery boxes from this company. What the buyer gets is a surprise other than the style of the bag. The CATCH to mystery boxes is that you cannot return them at all. So even if your bag is unusable to to a defect such as this, your are SOL! Out of several mystery boxes paid for and received, I received TWO smooth black backs. While really beautiful bags, they come with a well known secret that the smooth black bleed/dye transfer onto other items. This is a long time known issue and the company knowingly continues to put these into circulation. According to their response on 9/3/24 to another complaint, they say a "small overall percentage have dye transfer issues" Two of my mystery items were smooth black and the BOTH have transfer. The company knows this. They decline any posts on the Insiders fb group pertaining to this and continue to put these terrible products out there. Customers of this company know all about this issue, so I cannot even resell these. Please stop making this terrible product! Meanwhile I have two, beautiful, unusable bags just sitting in boxes. Big disappointment. And even if I had reached out to the company, they wouldn't have done anything about it.

  Business Response

  Date: 09/23/2024

  While our Mystery Boxes are final sale, we are always more than happy to offer a solution if a customer receives an item with a quality issue in a mystery box. As the customer mentioned, she has not reached out to our team directly regarding the issues she's experienced with dye transfer on her bags.  Although it sounds like the orders in question are over a year old, she is more than welcome to contact our support team at ********************************** for assistance.

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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 ordered two products from the Portland Leather Goods website. My payment was posted and taken out of my account, however I never received a confirmation. When I reached out to customer service, they told me they had no record of my order so I provided them with proof of my payment. They continued to ask questions to help locate the order and never found it. It was as though the payment went through but the order did not. I was stolen from. I was as polite as I could be and apologized for being firm, but in the end my frustration won and I chastised the customer service *** for stealing from me and weaponizing her incompetence. I was stolen from. And they refused to do anything about it. I know my email address and phone number were correct because they sent an obscene amount of promotional emails to me. This is a scam. Only order if you are comfortable being stolen from.

  Business Response

  Date: 09/16/2024

  Following this customer submitting the complaint, our team did locate the order in question. The customer did submit the order under a different name and email address than those provided, which is why our team was initially unable to locate her purchase on our end. The customer has since notified our team that she has received her order. 

• Initial Complaint

  Date:08/24/2024

  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.

  Write a short description for a purchase made on August 15th in the amount of $58. It was for a C-Grade "Hawkeye" Satchel. The business committed to provide a bag (mystery color) at a discounted rate due to being a third grade rated product. However, the product is unusable due to the leather dye constantly bleeding. It cannot be returned as it is Final Sale. This is a constant issue with their smooth black leather products. It is not the first time it has occurred. On April 11th, I purchased a Smooth Black **** at AP Grade and it too had a lot of color bleeding. I immediately followed up with Portland Leather Goods and they stated it's normal but proceeded to issue me a refund and send the product back. Portland Leather Goods is well aware of this problem where the product has. constant transfer of black dye but will not do anything about it. Numerous people on their "Portland Leather Goods *************** posts about it. Instead of fixing the product, they keep sending it out. People have resorted to finding a solution themselves through hours of wiping, washing it in the washing machine, etc. It's ridiculous that people, including myself, are paying for items that cannot be used. They need to stop producing bags in this leather until it's fixed.

  Business Response

  Date: 09/03/2024

  Despite our quality control testing, a small overall percentage of our black leather bags arrive to customers with dye transfer issues. When this occurs, our customer service department is always more than happy to provide a solution to customers who reach out to let us know. This customer did not contact us regarding this most recent purchase prior to filing this complaint, which is how we learned she was experiencing this issue. We have reached out to this customer to let her know that we've refunded her item, and in the future we welcome being contacted directly to resolve any issue she is experiencing!  

• Initial Complaint

  Date:07/21/2024

  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.

   
  Complaint: 22021110
  
  I am rejecting this response because:
  
  Although Portland Leather Goods has submitted a refund it is too little, too late. PLG has only done this in an effort to save face. PLG, where was this two weeks ago? You had an entire week to cancel the order and an entire week to make it right with a refund during the PayPal dispute process. I should not have to waste my time and yours on something you could have prevented with modern cancellation processes. You are apparently the only company in the ************* which does not give customers the immediate option to cancel an order from an order confirmation email. After reading many, many horror stories about the mess your company creates with the arcane cancellation/return policies -- which selectively apply based on what amounts to a coin toss -- to outright censorship of reviews and lies and half-truths about your company's products -- which aren't really your company's products; it appears your company is a drop-shipper of goods produced in ******, nonsensically rebranded as "Portland Leather Goods" -- a name bearing no truth. There is no excuse for the abominable business practices and personal attacks your company levied against me. Furthermore, in the most recent message they brought up another distraction about how my order was a "Final Sale" item. Final Sale items have absolutely no relevance regarding order cancellations, so why even bring it up?
  
  This is what Portland Leather Goods must do in order to resolve this issue:
  1. Apologize for lying about your nebulous cancellation policy and clarify it on your website in more detail. Your representatives explicitly stated you can cancel orders. Promise to make those criteria known. Do not move the goal posts or operate on a case-by-case basis depending on how you're feeling today.
  2. Apologize for wasting two weeks of my life for something which was totally in your power to prevent.
  3. Promise to implement a method to allow customers to cancel orders; there is no excuse in 2024 to not have this functionality. This has apparently been an issue for years and you continue to ignore it.
  4. Promise to cease and desist censorship of negative reviews on your website.
  5. Apologize for attacking my character and falsely accusing me of harassing and insulting your employees. (not their website), the truth is clear: PLG is a glorified drop-shipping company with zero quality control (they lie about product construction and quality on their website) and zero customer service. All the "reviews" on their website are fake or paid for.CEO ***************************** success story for PLG makes no sense; you don't build a successful company on scamming customers with shady cancellation and return policies. If your brand is so successful, why are you unwilling to cancel orders? Would you have cancelled it if I accidentally ordered 100 items instead of 1?TLDR: Portland Leather Goods lied and misrepresented the quality of their products. Despite requesting to cancel 14 minutes later, PLG said they do allow cancellations if they're requested quick enough, but they wouldn't be cancelling mine. They wasted a week making up excuses while the product was sitting in a warehouse and easily could have been cancelled. Portland Leather Goods scammed me. I want my money back.

  Business Response

  Date: 07/22/2024

  As stated in our FAQs, we do not offer order cancellations as a matter of company policy. This customer repeatedly demanded an explanation for why we have this policy. Our team explained at length why these policies are in place. He did not accept our explanations. Despite the fact that this customer purchased a final sale item that has been marked as successfully delivered to his home address, we are issuing a refund in full to resolve the issue. 

• Initial Complaint

  Date:07/12/2024

  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.

   
  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,
  
  *******************************

  Business Response

  Date: 07/12/2024

  Our team did originally respond to the customer offering a free return for the item, and regret this was not clearer to the customer. We have since provided another response to the customer offering further resolution and hope that she finds this response satisfactory! 

  Customer Answer

  Date: 07/23/2024

  After filing and resolving a separate complaint, this company once again shipped me a defective product. They sent me a leather purse with cuts in the outside front of the leather, and bulges due to uneven stitching on seams. I have requested a refund. I have emailed them 3 times and received no response. I want to receive a refund. I will not accept any other proposed resolution.

  Business Response

  Date: 08/08/2024

  On July 22, our team issued a refund to this customer as requested. 

  Customer Answer

  Date: 08/08/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/18/2024

  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.

  On June 18th I was browsing on the Portland leather website. I had placed 3 items in my cart. after the order went through I saw a duplicate item, and I dont know how it got there. I also had tried to pay with Shop pay installment, but in the middle of the transaction I noticed that the transaction had taken the full amount, not the installments. I attempted to contact the company -twice- and get a cancellation since i HAD JUST PLACED the order. The person who responded only responded via email and was very condescending and rude and only said you should have been more careful," no offer to fix the problem no solution offered, nothing. Just rudeness. I want my refund. I intend to send it back and she said- "oh it's final sale, but in retinal the customer is supposed to get the benefit of the doubt. online shopping is destroying the retail experience.

  Business Response

  Date: 07/09/2024

  This customer purchased four distinct pairs of shoes, so it is not clear to us which pair she considered to be the duplicate purchased in error. All the the items purchased were final sale, and we do have a no-cancellation policy in place, which our team informed the customer of - however, we regret that her experience was one of feeling condescended to. As a courtesy we are issuing a refund for the highest-priced shoe on her order, and she will receive an emailed confirmation of that refund from our company. 

• Initial Complaint

  Date:05/07/2024

  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.

   
  Complaint: 21677296
  
  I am rejecting this response because  I explained to the Portland leather company that i used the shipping label they provided when i wrapped the package. when i took it to Fedx to ship it they said that it was not a proper shipping and they replaced with their own label. i went to fedx and they provided me with proof that the package had been received and who had signed for it. The person who signed for that package was Aartega on 3/29/24 at11:18 am. The tracking number that Fedx provided for me is ************. i sent proof that it was received via certified mail to their companies address. to this date **** claims it was unable to deliver it. as we speak **** is researching what has happened to that letter. I have provided all of the information that I have concerning this, and growing very tired of all the run around. it has become clear to me that this company has no intention of giving me our refund. I hope in the future the BBB informs customers how difficult it is to deal with this company.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/07/2024

  Our returns are facilitated through an online portal that provides a trackable shipping label, but this customer did not use the label we provided to send back their order. They've written in to us asking for their refund, and our team has requested that they provide a tracking number for the shipping label they did use so that we can verify that their return package was delivered to us. There is no need for the customer to send this information via certified mail - they are welcome to simply send the tracking number via email so that we can verify it. As of today, we have not received the tracking number from the customer for their return and have been unable to verify receipt of their items, which is why their refund has not been issued. 

  Business Response

  Date: 05/08/2024

  This customer's response to the ******************** is the first time that they have provided a tracking number for their package. We were able to check this tracking number and confirm it was delivered to our returns facility, and have issued a full refund for their order. 

  Customer Answer

  Date: 05/08/2024

   
  Better Business 
  
  I have reviewed the message and we are pleased that we are going to receive a refund. Thanks to all concerned for your help.  in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************