Kimberley W.
I hated many things about this order, but they did try to make amends.
I placed an order on March 11, and then tried to cancel it. I was told that I couldn’t and that was fine. Since I purchased the additional protection, I said if it matches and meets my needs, I’ll keep it, if not I can return it First of all the shipping carrier is rubbish and their website furnished little to no help. So, I reached out to PLG customer service today to find out an expected delivery date, all they did was repeat everything I stated in my original email with bullet points! Tracking is ambiguous on the carrier's site and even though the bag finally arrived today, the box was terribly damaged. Thankfully, the bag was not. However, it’s NOT AT ALL the color that is pictured on the website. In the pictures, the bag is much lighter and has a nice sheen. This bag clearly has a matte finish and the color is much deeper than on the website. **Updated 4/14/26 After the myriad of issues and the color debacle, I was able to return it at no additional cost, but I do hope the refund happens quickly. I will say that customer service did eventually reach out to me and was respectful and kind. This was my first order with Portland Leather, shipping was difficult to track and took longer than I'm used to, based on my experience with other retailers. Shipping fees really should be waived after a certain dollar amount is purchased, or at least a, no cost to the consumer, return label should be included with the purchase when you already had to pay for shipping. The cautionary tale… be mindful of additional fees if you need to return the item. I remain disappointed, but perhaps, not as much.
Response from Portland Leather GoodsApr 2, 2026
Hi there, We’re really sorry this experience was so frustrating — especially for your first order. That’s not what we want for our customers. We’re glad your bag arrived safely, but we completely understand how disappointing it is when the color doesn’t meet expectations. Our leather can look different depending on lighting — it may appear lighter or darker in natural light and can shift as you move it around indoors and outdoors — but we understand that can still be frustrating. We also hear your concerns around shipping updates, communication, and the return fee, and we’re sorry for any confusion there. Thank you for your honest feedback — it truly means a lot to us.