LeatherUp.com / Very poor follow-up
I ordered a leather Motorcycle jacket from LeatherUp.Com. The jacket arrived,
and appeared to be a great value. However, when I put it on, it became apparent
that I ordered a jacket that was one size too small. I called the company to
find out exactly how to do an exchange. They told me to enclose a photo copy of
the original invoice, along with the filled-out exchange form. So I did as
instructed, and shipped the coat back to LeatherUp via FedEx within 2 days after
I received it. (They have a 30 day return policy).
The jacket was signed for at LeatherUp on April 25th. As of Friday May 12, I
have received no email stating that my new jacket is on it's way. When I
called LeatherUp on Tuesday May 9th, they said that sometimes it takes 2 - 3
weeks to get into their system, and that I should call back Friday (the 12th).
When I called today the (12th), they told me that the person who handles
exchanges doesn't work on Friday! When I asked to speak with a supervisor, I
was told that I was speaking with one already. When I asked to speak with a next
level supervisor, I was told that would be the owner, but that he doesn' take
Someone is supposed to call me on Monday with a status. If-when they do, it
will be one day short of three weeks since they've had my return in their hands.
I was very happy with the merchandise I received initially. But their ability
to handle routine customer service issues like exchanges is the pits!
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