JONESBORO, ARKANSAS -- I have ordered several things and only two times have I ordered something and needed to return it. Ordered a helmet that had odd sizing and I didn't measure beforehand and I pulled the tags off of it so I didn't even bother with sending it back, 2nd time I ordered a vest and I was in between sizes so I ordered too small. Left the tags, paid the shipping back, put down that I needed next size up, 1 week later I had my vest. I've probably ordered about $500+ and know which brands are good and which are okay. Only had one straight up bad item and that was a Hawk modular helmet. Not LeatherUp's fault but what can you do.
LAS VEGAS, NEVADA -- Searching for motorcycle luggage, I got the Google result. At the bottom of the image, see LeatherUp ad promising 10-30% discount with promo code G12. Clicked link, went to LeatherUp.com, chose luggage, tried to purchase - coupon code rejected. Chatted with customer service rep, who said LeatherUp is not responsible for content of ads it pays for.
According to him, ad service speaks for LeatherUp but LeatherUp has no obligation to act as if any of its ads are true. Refused to honor discount code, offer discount, accept any responsibility for ads LeatherUp pays for. Essentially, said false advertising and bait-and-switch are fine, no problem business practices. Amazing. This is blatantly sleazy.
I have ordered from them before, good experience. This last order I looked at a pair of boots, did not see a width size so I called their sales number and asked about the width. I was told "ALL our boots come in a Medium Width", so I ordered the boots. When they arrived I tried them on and they were a regular width, no markings in the boots to indicate they were a Medium Width.
My rant come due to the fact that when I called their customer service number about the boots I was told "you have to pay for return shipping", even though their sales department had lied to me about the sizing of their boots. I tried 2 times to get them to pay for return shipping and both times they refused.
They even removed the purchase from my account so I could not write a review of their crappy customer service on that invoice on their website. I would imagine all their reviews are generated by a "good review service company" than real customers. Beware of them, do not order from them. I will never recommend Leatherup.com to anyone again. I will never purchase anything from them again. As an avid rider I was telling people about them before but not anymore!
LAS VEGAS, NEVADA -- I purchased a helmet and bluetooth speaker system that attaches to your helmet. After opening the package and trying the bluetooth system on the helmet, I found it uncomfortable and I couldn't hear it over the engine. So naturally I called to see if I could return the Bluetooth set since I'd never use it. They told me to ship both helmet and bluetooth back (even though I wanted to keep the helmet).
A few weeks later my package arrived just as I had sent it, with helmet and bluetooth included and no refund (goodbye $30 in shipping). I called them again and they said when I opened the packaging I voided my ability to return the both items (would have been good to know ahead of time)... "But just to clarify how this return policy works, simply by opening a product and finding it doesn't fit, doesn't work, isn't what you want etc., you negate the ability to return it." Well how do you know if it works/fits if you can't even open it! Why not just say - no returns/exchanges!
Not only that, but the "manager" gave me the runaround on the phone, saying they'd take care of it and get back to me, which they never did. I know they're cheaper than other sites online, but don't expect any kind of return/exchange... just assume what you get is what you get.
LAS VEGAS, NEVADA -- Very, very poor customer service. I sent 3 emails about an update on an exchange. Received the same cut/past of the wording on the website. Tried chat--had a very rude exchange with the Customer Service person, Val. Tried phoning--apparently Val is the only one in Customer Service. She refused to allow me to speak to management and continued to repeat the same cut-and-paste from the website. My question was about an UPDATE, now how to do an exchange. When I requested she make the exchange a return, she said she wasn't sure if she could do itand there is no one else to talk to. NEVER AGAIN!!
LOS VEGAS, NEBRASKA -- Do no do business with this company!!! After contacting the customer service department and giving them my measurements I was told to purchase a medium sized jacket. Because the representative didn't sound like she knew what she was talking about I ordered a 2X Large. When it came 12 days later it was too small. It was nowhere near a standard 2X Large.
I called back customer service. A very defensive representative said I could return it and exchange it for a 3X Large – which he assured me was in stock. I did so at my expense and seven days later the representative calls me back and tells me the item is not in stock at which time I asked for a full refund. They issued a refund minus the shipping fee I originally paid and the shipping fee I paid to return it and they did not refund the tax collected. Is this not tax fraud? This company is a rip off plain and simple - do not trust a word they say!!! In the end I was out for the shipping fees both ways - and the taxes. A bad experience all around.
LA -- Leather.com refused to honor shipping rates posted on website. In efforts to purchase a Nolen N-com B4 system for my motorcycle helmet ($227.55 which include a promotional discount of 20%), I ran into a problem with shipping rates at the final checkout page.
Delivery Options Price Estimated Delivery Time from Ship Date
FedEx Ground $7.95 Flat Rate (Unlimited Items) 3-5 Business Days
FedEx Express Saver $13.95-16.96 (estimate) 2-3 Business Days
FedEx 2nd Day Air $17.95-22.95 (estimate) 2 Business Days
FedEx Next Day Air $23.95-35.95 (estimate) 1 Business Day
When I selected the FedEx Express Saver rate, the website added $45.00 to my bill. When I called the company to resolve the issue, I explained to the representative the problem. She told me she would call me back shortly after speaking with a manager. Some hours passed, and I called them back and left a message for the customer service representative who was working the problem.
She called me back and let me know that the manager would not honor the shipping rates posted on the website stating they were outdated, and that they were only "estimates". I explained that the estimate was posted between $13.96 and $16.96, not $45.00. This should have been resolved by charging me the higher end of the estimated shipping charge of $16.95 and then removing the rates from the website if they were incorrect. How the manager chose to handle the deceptive shipping rates was dishonest.
LOS ANGELES, CALIFORNIA -- A lot of complaints on web for this store, wish I had viewed them before purchasing here... 1st jacket ordered, a 2XL, supposed to fit up to a size 50, I wear a 48, the zipper was 3 inches away from closing, returned item, exchanged [my cost shipping] for different model at same time, same vendor, ordered a 3XL, gave them a little note in return asking if sizes are marked wrong... trying to make sure a 3XL which is supposed to be a size 54 fits. 2nd jacket arrives, zipper is 2" from closing, I measure side to side and jacket is 48" stretched.
I emailed numerous times trying to get a representative to reply stating that they are willing to help me out with their 30 Day No Hassle return policy, only generic emails received. I called in to complain, they finally offered me a return label, but if jacket is determined to be correct size, I would be charged. Told him I had measured jacket myself and it was 48" side to side, not including where the zipper must reach to close it, and asked who makes the determination, he was rather confident it was correct size but suggested a size 4XL. Size 4XL is supposed to reflect a size 56-58, you can see this going on forever...
The original jacket had a nice metal zipper, the replacement one had all plastic zippers, nothing worthy of motorcycling and not mentioned in the description of the product. Their sizing is way off, a size 58 to reflect an actual size 48, they only put positive reviews from customers into their review section, nothing new there, so no one knows about all the people having problems with the quality, plastic zippers, and the sizing...
They do not reply to emails, when you do get through to someone and tell them you have a complaint they are not as helpful as other internet vendors. With all the money spent returning items, no value here... Beware of this site... My 3 cents...
LOS ANGELES, CALIFORNIA -- I placed an order for a helmet that was on great sale, end of season. The website showed my size available so I purchased! Received a confirmation email. A day later received an item-shipped email. 3 hours later I received a "sorry, this item is out of stock". Really? In this age of e-commerce, I expect so much more out of a web front. They don't have their warehouse/supply tied in 100% with the web? Of course I called and was put on hold for 10 minutes waiting for the next available agent.
They gave me the same spiel, and when I started poking at them, was told that they ship in a high volume, try to get everything out the same day, therefore their process is to say it's shipped and then decide whether it's available or not.. Have they heard of Amazon? Any other high volume company worth its salt that ships hundreds of thousands of packages every day? While I can see a mistake once in a while, actually admitting that this is their business practice is mind-blowing.
So now, I have a charge on my credit card, it will take them 3-5 days to issue the credit, and I'm two days more delayed with finding somewhere else to purchase my helmet. Parting shot: I will never ever ever purchase anything from them.
I ordered almost $300 worth of products. When it didn't come the day before the deadline I was given, I called customer service to say I was anxious as that day was the day I needed my items. I was told that the helmet (kind of essential) had actually be sent from another place and would be later in arriving. I asked what to do if it didn't come in time for leaving town I was told to "refuse" the box. My shipment didn't come, I had to buy all the items at a local retailer. When it did arrive, the helmet several days even later, I did what I was instructed. I am now told by them that I am charged almost $35 for refusing the shipment instead of filling out the return sheet.
I told them what I had been told and they essentially called me a liar and said as "proof" I needed to know who I spoke with since all of their customer services reps "are well trained." There is no bargain here, folks. TAKE YOUR BUSINESS ELSEWHERE. And after reading online reviews, it is clear I am not the only one receiving this type of service.