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Business Profile

Mens Clothing

Portland Gear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mens Clothing.

Complaints

This profile includes complaints for Portland Gear's headquarters and its corporate-owned locations. To view all corporate locations, see

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Portland Gear has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 3 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2025

      Type:Sales and Advertising 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.
      On June 17th 2025 I initiated Order # ******. I selected the following 2 items: Cascade Duffle and Cascade Backpack totaling $227.87. As of June 27th 2025 I have not received my merchandise because if the seller shipping error of mailing it to another customer. Their system shows it as delivered. ( I never received the merchandise). Their system directs you to only use an online portal to initiate a return but it is not set up to address situations where the merchandise was never received. It requires a photo of the return merchandise in which I am unable to submit because I dont have it. The customer service department must be AI generated.

      Business Response

      Date: 06/27/2025

      Many apologies about the trouble here! We shipped this to the address on file:

      **** *********
      ******************************************
      Charlotte NC 28277
      *************

      Our AI system is new and buggy and unfortunately did not kick the email thread to a real human for us to reply to so I apologize. Let us know if you would like us to resend the merchandise for free, or refund your purchase. Happy to do whatever works best for you. Apologies for the trouble here!

      Customer Answer

      Date: 06/28/2025

       
      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.

      Once I receive the merchandise I will consider this matter resolved. 

      Sincerely,

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

    • Initial Complaint

      Date:04/11/2025

      Type:Delivery 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.
      Placed order Feb 14, 2025.paid $98 Used Backpack first week of March for business trip zipper busted on first use have emailed them, called them, facebooked messaged them and texted with zero response. Voice mailbox is full.

      Business Response

      Date: 04/11/2025

      Hi there - unfortunately we found out our customer service representative was stealing from us several weeks ago as well as closing customer service requests. We fired her immediately and have been reeling with her actions since then. Unfortunately I am unable to find any emails from ****, and our phone has been shut off as we have moved to an online customer service only. I tried calling her on my personal phone number and left a voicemail but did not have a response. We are resending out a replacement backpack to **** ASAP. Apologies for any and all inconvenience here.

    • Initial Complaint

      Date:10/07/2024

      Type:Delivery 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 placed an order with this company for 1 backpack. I was charged for 2 . I tried to contact them multiple times via email and phone to tell them this was incorrect and please correct this. I received an email that 2 backpack are shipping. I again tried to tell them it was incorrect contacting them through instagram messenger,, nothing once again

      Business Response

      Date: 11/14/2024

      It looks like this customer accepted our upsell offer that we send out when someone purchases something from us. This very well may have been done by accident. Once the order is placed we are extremely fast at getting our orders out and sometimes we can not make changes to the order. Both backpacks were sent out because of this. Once the customer received the backpacks, the backpacks were returned and fully refunded for them as requested. 

      We apologize for any inconvenience here for the customer. 

      We always recommend reaching out to our customer service email, ******************************** or calling our customer service line at ************.

    Portland Gear is NOT a BBB Accredited Business.

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