ComplaintsforLeatherup.com

Online Retailer

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
12/06/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
bought shoes don't fit I send back for credit, I paid for FREE redo and now they give me a hard time & will not give credit so I'm out $150 bucks
Business response
12/22/2023
The customer was contacted after hearing of this complaint and we have completed an exchange for the product needed.
Customer response
12/23/2023

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
08/29/2023
Complaint Type:
Billing Issues
Status:
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.
The offer 'FREE SHIPPING OVER $69.99' appears on the top of Leather Up's home page, email headers, and is scattered at least a dozen times throughout their web-page (with no qualifiers). The platform they advertise on is WORLD-WIDE (the internet), yet they don't even offer 'FREE SHIPPING' in the entirety of the U.S. When I questioned them as to why I was being charged $180 for shipping, I was told that it only applies within the **** Although after finding and deciphering their shipping conditions it seems that ******, ****** and *********** are also excluded.So, over the course of several emails it went from: 'FREE SHIPPING', to 'Free shipping IN THE U.S' to 'Free shipping in MOST of the U.S'. As I live in *********, and the prices on Leather Up's web page don't specify U.S currency, the $149.99 saddlebags ended up costing over $500 ($232[Au] for the saddlebags and $280[Au] for the "FREE SHIPPING), that's a BIG difference. Unfortunately, the customer won't find this out until they reach the 'check-out' after they have handed over their: name, home address, date of birth, and phone number, etc, ...In the age of information theft I would have thought that the LAST thing a company would want was to be in possession of any personal information unnecessarily.Putting 'FREE DELIVERY' on a world-wide forum, suggests free-delivery WORLD-WIDE. When in actual fact Leather Up do not even offer free delivery within the entirety of the US. It would have been a lot easier and less confusing to either put an * next to their offer or (more accurately), not to include it at all in their advertising.
Business response
09/05/2023
Hello ******,
Leatherup.com does indeed offer free shipping if you are shipping within the contiguous states of the ** and if the order amount is equal to or more than 69.99 ***.

As stated, we do ship around the world however Ground Shipping is not an option that is offered, all international shipments must ship by air and thus voids out any free shipping option as outlined in our shipping policy page.
**********************************************************
See Screen shot for reference
***************************

The following is outlined:

****** & ALL INTERNATIONAL ORDERS:
Hope all your queries have been answered.
It is also mentioned on the website that "Our website converts the *** $ price to your country's currency."

******, ******, and *********** are excluded and that is mentioned on the website as well as ************** is not offered to these ******.

As you stated that you are located in *********, this is considered an International Order for any online store that ships from *****************. It is not possible to offer free shipping to ************************************ is not an option offered.

We understand the shipping cost is costly specifically for the item you were interested in purchasing, Saddlebags are considered oversized products and therefore incur a higher shipping cost due to the dimensional weight factor billed by the carrier. Unfortunately, we do not have control over what is charged to ship a product and any import fees associated for international orders.
Customer response
09/06/2023

Complaint: 20535081

I am rejecting this response because:
I am still receiving correspondence from Leather Up with the "Free Shipping over %*****" banner top, front and in colour. As far as I can see *********** response is nothing more than a page of "But!, but!, but!" to try and justify a lie. Leather Up state in the very first line of their reply, (they write):
"Leatherup.com does indeed offer free shipping if you are shipping within the contiguous states of the ** and if the order amount is equal to or more than ***** USD".

Very different to the colourful, prominent, and misleading 'FREE SHIPPING OVER $*****' statement on ALL their webpages and email banners, etc, ... but CLOSER to the truth.
Now, they qualify their statement with 'contiguous states' (because they DON"T offer free shipping) and clarify **** dollars (because the conversion isn't made until you have inputted all your details. They also add in their reply (they write):
"******, ******, and *********** are excluded"
Getting closer to the truth still.
As for the next paragraph:
"We are a ** Based website therefore most of our advertisements and store policies are geared towards our ** Customer base.
While we do ship across the world, international orders are not our driven force of sales. We do not advertise Free Shipping World Wide."
'MOST' of their advertisements and store policies are geared towards our ** Customer base?
Most?
That may work on a forum that is 'mostly' geared toward a **** customer bas but, once again, the rest of the world gets the internet. In the very next paragraph they state that they know they ship around the world.
Bottom line:
Their prominent advertising is (at best) wrong, incorrect, false. At worst it is deliberately deceitful.
They have not said that they are prepared to address any of these issues.
A simple * would excuse them from any blowback, but they chose not to.
Incidentally, where do the boundaries of delivery stop?
The borders of countries?
******?
Counties?
Suburbs?
Streets"
"Yeah, I said 'Free Shipping,.... but you live in the next street, ..... I didn't say 'Worldwide shipping"
Do you think Leather Up are slapping themselves on their foreheads and saying,
"Wow!, now that it's pointed out, I can REALLY see how this could be misleading"
or,
Was it just a way to drag in more customers?
Advertised price $149 (no currency stated)
Delivery? (We'll tell you later)
Total cost after conversion and handing over name, address, phone, email, etc, ,... over $500

Sincerely,

***************************
Business response
09/07/2023
Again, YOU are shopping on a *** company website.... You are NOT in *****************!! and before you paid, the amount own is shown of what it will cost, there are no surprises. It is not our fault, you placed the order and we shipped the order
Initial Complaint
06/22/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
purchased fingerless gloves. They are falling apart at seams
Business response
06/27/2023
Can the customer please provide us with their order number so we can assist them accordingly
Customer response
06/27/2023

Better Business Bureau:

From: ****** <****************************>
Date: Tue, Jun 27, 2023 at 9:26 AM
Subject: Re: BBB Complaint - Leather Up CID 20223571
To: <*************************************>
Cc: <*****************************>

Please close out the complaint at this time. Against leather up. Thank you

Sincerely,

*********************
Initial Complaint
11/28/2022
Complaint Type:
Product Issues
Status:
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.
In November 2022 I bought a yellow neon open safe 3/4 Shield drop down tinted mph ****.dot helmet they shift it to me and I paid for it info $81.95. Yeah item was *******. I received the helmet on November 8th 2022 however the clear Shield has scratches on it I have written to them over and over and over and none of them are getting back to me about it. I feel that this helmet might have been received by someone else and decided they wanted to return it but somehow they might have used it and the windshield has scratches on it. I have written and written and written and nobody is writing back. November 11th 2022 I wrote them a letter November 20th **** I wrote them a letter November 21 2022 I wrote them on letter again these were actually all emails I have not received any reply as to what they're going to do about this or no I'm going to call them too nobody's getting back to me. I want a restitution for the damage to the helmet or give me a new one I want to return label if I have to have it returned. And I have not seen anything being done.
Business response
12/01/2022
Hello,
We are trying to contact the customer to resolve this issue. However, the customer is not responding. We cannot help the customer if they are not answering as we are willing to come to a resolution with the customer. If the customer can email us or call us it would be easier rather than going back and forth here. We emailed the customer with cross shipment instructions already and we would like to know how the customer would like to proceed
Initial Complaint
11/21/2022
Complaint Type:
Delivery Issues
Status:
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.
Website purposefully causes confusion by automatically adding an Insurify surcharge without asking. $2.00. Multiple attempts to remove and proceed to check-out resulted in the website defaulting to an incorrect size. When I tried to call and correct my order, I was told that the item had already shipped even though their website tracking clearly stated that only the label had been generated, no shipment had been made. They told me I would have to accept the delivery and then pay an additional $11.99 to change my order to the costs size. when I stated that I would reject the order upon delivery they threatened to charge me another $17.99. Leatherup should be investigated for business malpractice by automatically adding this Insurify surcharge with customer authorization.All I want is the jacket I ordered in the correct size.
Business response
11/22/2022
Customer wanted to change sizes on the jacket AFTER it was already shipped which we cannot do. WE Contacted the customer since they have a hold at the local post office for there shipping. They just needed to send it back and we would have been happy to exchange. we are attaching copies of all communication we had with customer.. They have not replied to us
Customer response
11/28/2022

Complaint: 18444390

I am rejecting this response because:
1.) When I contacted LeatherUp their own website link to the Tracking number stated that a Label had been printed, but nothing had been received for shipment. It was the net day that I was emailed that it had shipped. Very Convenient.!!
2.) their "offer" to exchange required a $14.99 fee.
Given that the error was induced by their website's repeated efforts to add a surcharge to my order, I declined. I have NOT received the item.

Sincerely,

*************************
Business response
11/29/2022
Hello,
When a package is shipped out there is not much we can do. If the customer can just pick up the package and return it to us we can issue him a full refund. We are very lenient when it comes to our return label if there is a situation where the customer is not happy. For us to waive the return label our customer service representatives have to get permission from us; which is why the customer may have thought we were not willing to. Even though we are not at fault for this we would still be willing to waive the return label. However the customer must pick up his package for us to move forward
Customer response
11/30/2022

Complaint: 184443900
I am rejecting this response because:
I received a voice mail from a "Nick" ******* evening) stating that LeatherUp would like to resolve the issues and requested that I call him. I called LeatherUp the following morning, yesterday, and asked for ****, but was told he was unavailable. I spoke to a woman and advised her of the order number & voicemail that I had received from ****, and agreed that I would go to the ** Box and accept the delivery. (Which I did). She said that she would process a paid return label request, which I have not so far seen. Until I have the label to return the item and am assured that my CC has not *** charged (or credited) I cannot accept this as closed.
Sincerely,

*************************
Business response
12/05/2022
We have come to a resolution with the customer. Return label has been shared
Customer response
12/06/2022

Complaint: 18444390

I am rejecting this response because:
The return label has been received and the merchandise returned via UPS. The item is still in transit and scheduled to be delivered Friday , 12/9/22. Once they receive the item, I hope to see a credit to my credit card. Until that happens, I cannot accept closure, however, I do expect this to be worked out.

Sincerely,

*************************
Business response
12/06/2022
once returned a refund will be issued, obviously we cannot issue a refund until that time
Initial Complaint
09/30/2022
Complaint Type:
Service or Repair Issues
Status:
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.
This business seems to be running a pattern they sell you an item that is the wrong size deliberately, forcing a return and an inflated shipping price. Once they received the item they send you back another item that has about to reach its expiration date. We're talking about safety equipment here helmets specifically. Then you return the item again for a replacement and you never hear from them again effectively keeping your money and getting full reimbursement from the factory. Very dishonest and it seems to be a pattern
Business response
10/06/2022
Toi my knowledge this complaint has been resolved and the customer has been helped and will be closing the case
Initial Complaint
09/19/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased four shirts from company on 9/3/22. Washed shirt per the instructions. Bling fell off the shirt. Filed request via Paypal as that is how payment was made - to get refund on shirt. They did not respond in Paypal. Sent an email as well - they responded in email asking what is wrong - I told them to read Paypal messages as that also includes pictures. **************** was very rude. Still no response in Paypal complaint.
Business response
09/20/2022
This customer purchased 4 shirts.. she had an issue with one of them. Rather than allow us to refund the money for 1 shirt, she filed a dispute for ************. she wanted us to refund all the money and to keep the shirts we sent. We tried everything to help the customer, but ultimately could not as her demands were unreasonable. we instructed the customer to close the full dispute of all four shirts so we could issue a refund for the shirt and she refused. We cannot refund four shirts because she is unhappy with one. This case is without merit and we have done nothing wrong, we have done all we can for an amicable settlement but it takes two sides to make that happen
Business response
09/20/2022
***Document Attached***
Please see attached email correspondence with the customer showing we did all we could to try to help
See Attachment/File: BBB-092022.jpg
Initial Complaint
05/27/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/21/2022 I placed an order for leather chaps and a leather jacket for my daughter.On 3/25/2022 The items arrived, and the jacket did not fit my daughter. I was told to send the jacket back via a shipping label they provided. Then they would send me a vest she was interested in, and refund me the $40 difference. On 3/31/2022 The jacket was shipped back to them. Never worn and still in the same plastic it arrived in.On 5/21/2022 After hearing nothing from the company I called them. I spoke with "Ethan" who said he apologized the shipment must have gotten delayed but promised it would be out for delivery on Monday the 23rd of May. My money would be refunded by that time as well, along with an email confirmation.5/24/2022 No email was received, the item has not shipped and no refund. I called the company, "Ethan" answered the phone. He stated the warehouse said the jacket was worn and dirty. That is inaccurate. Then proceeded to tell me it would be another couple weeks before I would get my money and the vest. I feel that I am being ripped off and I will not receive neither the money nor the jacket. I don't want anything other than what was already promised. I am not looking for anything free or extra, I just want the vest and the $40 I was told I would get. If needed I will print off the emails and attach them here, just let me know if that is necessary.
Business response
08/20/2022
Consumer Response /* (2000, 6, 2022/06/02) */ Business has settled. We can stop. I still think it's fair for the public to know this is what to expect, but we have now at least marginally full filled the deal. We can halt this.
Initial Complaint
05/13/2022
Complaint Type:
Product Issues
Status:
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.
On 18 April, I paid $181.62 to Leatherup.com for a jacket and a pair of gloves (Order *******). I contacted customer service via email to return the jacket for another. They replied that I could return the jacket within 30 days for a refund or exchange. When the items arrived, The gloves were defective and could not be used so I returned the jacket and the gloves. So, now here we are a month later and each email exchange, customer service behaves as if this is the first time they have heard of this return and won't refund or exchange the gloves. I called three times to speak with the customer service manager. Once I was sent to a full voice mailbox and hung up on. The next time I was told the manager would return my call and he didn't. Another day later and I called again. Customer service told me that they "had done their job." Still no resolution and nobody is working to get this resolved. I'd like my money refunded.
Business response
06/21/2022
Business Response /* (1000, 8, 2022/06/03) */ From what I see the customer has contacted Support and has offered a solution, the customer needs to find out whether they want a store credit or an exchange and can do so by contacting support. To me the options have been presented to the consumer, They are asking for a refund when a refund is NOT an option.
Initial Complaint
05/10/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a jacket on April 4, 2022. Order # *******. The total cost of the order was $112.34. The jacket arrived in a mailing envelope that was undamaged. I removed the perforated strip at the top of the envelope and removed the jacket. There was a cut in the back of the jacket. This did not appear to occur during shipping since the envelope was intact and it did not occur upon opening the package because no tools were used. The perforated strip was simply pulled off. I notified LeatherUp that the jacket was damaged and requesting information on how to return the jacket for a replacement. I sent the package to LeatherUp and had to pay for the return shipping. I sent pictures of the jacket and I also included the envelope that the jacket came in to show that there was no damage to it. LeatherUp has refused to replace the jacket or to issue a refund. I have reached out to them on several occasions via email and have spoken to them directly. They simply say that it is my word against theirs and they will not replace the jacket.
Business response
08/20/2022
Consumer Response /* (2000, 6, 2022/05/16) */ The case has been resolved.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary