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Business Profile

Leather Clothing

Portland Leather Goods

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Leather Clothing.

Complaints

Customer Complaints Summary

  • 69 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/14/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 made a purchase on 11/26, order# ******. One item in my order was missing when the order was delivered. I contacted the company via email on 12/6/22 and was told on 12/7/22 that the missing item would be shipped and I would receive tracking. I reached out via chat on 12/12 and was told again that the item was prepared for shipping and I would be receiving tracking. I reached out again today via chat and was told that someone would look into the situation and email me, but that they couldn't help me via chat and needed to end the chat. I would like my item shipped or refunded. This was a Christmas gift that I needed to ship.

    Business Response

    Date: 12/16/2022

    This customer's original order was missing an item. We did not have inventory of the item in Portland, where our customer service team is based, so we requested that the item be re-shipped from our partner shipping facility in *****. This reshipment was delayed at that facility for reasons unknown to us, so although we do still expect that the item will ship and the customer will receive it, on 12/15 we issued a full refund for this product, as well as the shipping cost on the original order. 

    Customer Answer

    Date: 12/16/2022

     
    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:12/12/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    My order was placed for $220.95 on 11/16/22. Order #******. The email said to allow 1-3 days for order processing. When I tracked my order, it said that the label was created on 11/21/22 and then the label was cancelled on 11/21/22. So I emailed customer service on 12/7/22 to inquire what happened to my order. I also sent them a ******** message. There is no phone number or chat option for Portland Leather. Only email. Someone finally responded to my ******** message on 12/9/22 to tell me that they would refund my shipping fee and that they would send my order by Fed-Ex on Friday. They said they would email me with my new tracking information. It's now 12/12/22 and I still have not received new tracking info. I've emailed and sent ******** messages again and have not gotten a response.

    Customer Answer

    Date: 12/15/2022

    I finally received my package from Portland Leather.  Can you please close this complaint?  Thank you.

  • Initial Complaint

    Date:12/08/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 made two purchases from this company; one two weeks ago on November 24th (order #******) and a second one on 11/30 (order #******). My first order shipped on 11/30 via ****** but the tracking information stopped updating after 12/3. It is currently lost in transit. My second order has still not shipped. I have made numerous attempts to contact the company regarding both orders. They are currently unresponsive to emails, and I understand that it's a busy time of year, but email is their only form of communication. They do not have a customer service phone number and my attempts to get information from their ******** page also yielded no results. This company has collected $200 from me and I haven't received my items. I'm beyond frustrated and at this point, would like to be refunded in full (including shipping charges) for both orders. If the order that is currently lost does actually show up, I'm happy to send it back if Portland Leather Goods can provide a shipping label and instructions. Based on what I've read in their ******** groups, it seems that shipping problems are widespread, as their system is riddled with glitches and they cannot keep up with the large volume of orders due to back-to-back sales.

    Business Response

    Date: 12/09/2022

    This customer first reached out to us on 12/8, which was the same day that her second order with us was shipped. We responded to her on 12/9, issued a full refund for her first order that is stalled in transit, and issued a shipping refund for her second order because of its extended fulfillment window. 

    Customer Answer

    Date: 12/09/2022

     
    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:12/07/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 the Almost Perfect Bucket Bag in Black Pebbled Leather on 11/25 using Amazon Pay. On 12/3, the honey AP LARGE CLASSIC TOTE was delivered (photo attached). I have emailed ******************************** numerous times, no answer. I have messaged through Amazon Pay twice, no answer. I have reached out via ******** no answer. The phone number listed below is disconnected. I would like my money back in full. The customer service is nonexistent, and they did not deliver the bag as promised.

    Business Response

    Date: 12/08/2022

    This customer first reached out to us on 12/4 and received our autoresponder stating our current standard response time of 2-4 days. They received a reply from us on 12/7 acknowledging the error, indicating that we were shipping the correct item as soon as possible, and providing a complimentary shipping label for the incorrect item. The correct item shipped to them on 12/8. 

  • Initial Complaint

    Date:12/06/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Placed order 11/26. Didnt get an email receipt or tracking number.Unable to log into my account with them.Emails to them are not responded to by a person. Just auto bots thanking me for looking at their website.I have contacted by credit card company to place a charge back to them. I doubt Ill get my bag.No telephone number should say a lot about this company,

    Business Response

    Date: 12/07/2022

    This customer had a typo in the email address they entered for this order at checkout, which is why they did not receive an emailed order confirmation or shipping notification. The order was placed on 11/26, shipped on 12/1, and delivered on 12/7. We do not have an available customer service phone line, as we conduct all our customer service over email and chat online. This customer emailed us on 12/4 and received our autoresponder that states our email response time is on average 2-4 days at this time. We responded to their email on 12/7, within that stated timeframe. They did not attempt to contact us via chat. 

    Customer Answer

    Date: 12/07/2022

     
    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:11/07/2022

    Type:Product Issues
    Status:
    Resolved
    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 the small Circle Crossbody cognac bag ($75.95) from Portland Leather on Oct. 11th (Order #******). I NEVER received an email confirmation nor shipping email confirmation. I purchased this bag as a gift to my sister and the bag has never been received! They sure charged me for the bag, but it was never shipped or delivered. I have emailed numerous times asking where the bag is and no one has responded to my email. There is no customer service telephone number to contact anyone directly. I just keep emailing, without a response. I either want a FULL REFUND!

    Business Response

    Date: 11/18/2022

    This customer was reaching out to our main customer service email address ********************************** but it was clear that for whatever reason, she was not able to receive our responses from that email address. We reached out to her in a new correspondence from our alternate customer service email address ******************************************** and were able to provide her the assistance she was seeking. We issued a full refund for the order that she was not able to receive. 

    Customer Answer

    Date: 11/30/2022

    With regards to my complaint  (ID #*********.  I have been fully refunded all of my money for the leather bag purchase, that I never received from Portland Leather.

    Thank you, *******************

Portland Leather Goods is NOT a BBB Accredited Business.

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