Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered the A2 jacket for the Army dress uniform last year. The dye from the jacket is already coming off as well as the stitching around the cuffs. Jacket must be replaced as it is unfit for wear in front of my Soldiers. Customer service stated that I “should take it to a seamstress.” Jacket is not a life-long item as advertised. This company is unapologetically selling substandard items to military members.

  

  Business response

  11/10/2023

  There several issues with this complaint that needs pointed out. The first is the customer purchased this jacket in April of 2022 and just reached out to us recently. The customer was aware of our return policy that is sent with each order. We offer exchange or refund up to 30 days after purchase. This will give a customer time to notice if there were any defects or issues with how the jacket fits. There were no defects in this jacket the customer sent pictures of. The cuff that the customer says has an issue is due to either catching the cuff on something or pulling the tag out of the jacket. There are wear marks on the jacket which will happen when you wear a leather jacket. This is normal and not a defect. The customer had noticed natural wear from either a seatbelt or wearing the jacket around as he ordered additional leather care in March 2023. Looking at the marks and wear; a seatbelt, standard wear will cause these marks. Again not a defect. The customer claimed after we offered directions or ideas on how to take care of his jacket that he was not happy with the response and would persuade everyone not to buy from us. 

  The second issue is the customer purchased a size medium from US Wings in April 2022 and the picture the customer emailed to us is of a small. This is not the same jacket the customer purchased in April.

  1.  Jacket was purchased 18 months ago. Our return exchange policy is clear on 30 days, not 18 months. Customer is aware and was aware 18 months ago when purchased.

  2. Customer new there was natural wear on jacket from usage as he purchased additonal leather care 11 months later

  3. Customer caught cuff on something, (we cannot be sure what, however a corner, keys, or something as seen in the picture)

  4. Customer ordered and received a medium Cowhide Army A2 Leather jacket and is sending pictures of a Small A2 jacket, not the same jacket. 

  

  Business response

  11/10/2023

  Here are the original orders, and the pictures from the email customer sent as well as our response.

  The pictures show not the dye coming off as customer suggest but rather where the jacket rubs against the seat, seatbelts, etc.

   

   

  Customer response

  11/13/2023

   I am rejecting this response because:
  

  1. I have the invoice sent with the purchase of the "small" jacket as well as the bank statement from both purchases.

  2. The leather dye is coming off in the elbows and around the shoulders.  This is not "usual wear found on leather jackets."

  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered August 29 and it was pre order for end of September. Mid October around the 15 I email because I hadnt gotten any updates, they emailed back and said shipment is next week, I emailed yesterday looking for an update and again all they have replied is sending shipment next week with no other details.

  

  Business response

  11/04/2023

  Hello *********************,

  We received your order # ***** on Sept 3, 2023 for our PRE- Order IJRAIDERS jacket which ****** on our website this is a LIMITED EDITION jacket, Officially Licensed Indiana ***** Raiders Jacket made of Vintage *********** Sheepskin Leather is now available for pre-order ( shipping in 6-8 weeks). 

  This item is available as a pre-order with a 6-8 week time frame, it was not promised to be completed at the end of September. We are now just coming up on the 8 week timeframe. We did not receive an email request from you to cancel your order, if you prefer to cancel, please email us at ***************************** and we will complete your request. 

  Best regards,

  Customer Service

  US Wings, Inc.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a leather jacket from US Wings in September 2023. Two weeks later, the jacket had not been shipped. I contacted US Wings twice by email and once by phone before being told the jacket was on back order. I received the jacket in early October. I took it out of the box, tried it on, and decided it wasn't for me. I returned the jacket in its original box and plastic (BTW US Wings makes the customer pay for return shipping). After a week or so, I'd heard nothing about my refund. I once again contacted US Wings via email only to discover that they will only issue an e-gift Certificate if one returns a product with the original tags attached. THE PROBLEM IS there were never any tags attached to the jacket. Now I'm out $295 plus shipping (I've the receipt plus tracking number). Yes, I've received an e-gift card but I asked for a refund to my original payment. I've sent at least three emails explaining to US Wings that there were never any tags attached to the jacket. They refuse to acknowledge my position. I'm out $295 plus shipping. I don't know what to do. Please help.

  

  Business response

  10/27/2023

  Customer ordered a jacket and it was shipped out to him with Tags on the jacket. All jackets leaving the building have tags on them. He returned the jacket without tags and did not accept that our policy states if a jacket has no tags we normally do not accept returns but will otherwise provide a merchandise credit. We did provide the merchandise credit, and the customer said if we did not give him a refund to his card he would file disparaging reviews on sites and he had already filed a dispute with his ******************** Once a dispute is filed with his ******************* nothing can be done until that is settled. It looks like the customer has already received his refund even before filing the BBB complaint. 

  Customer response

  11/09/2023

   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.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a jacket from US Wings on Sept 18th, order # *****. It arrived on Sept 22nd, didn’t fit on me well so was going to return it, but my daughter took off the tags, so I emailed them to ask: Hello, I received my jacket today and while I love it, it doesn't fit me well so I would like to return it. I have all the tags and stuff it came with but my daughter pulled the tag off the wrist cuff. I have the tag and it is not damaged but it is no longer attached. Is that OK? Their response: As long as the Cuff and Waist band is not damaged ! From the email address, this came from the owner (images attached). So I sent it back, expecting a full refund. I had to pay return (and insured!) shipping, but that is on their website, no issues. The jacket was delivered back on Sept 29th. I emailed on Oct 16th and 18th asking for updates on the return, figuring 3 weeks is a long enough wait to hear back. On Oct 19th, I received a response that I was getting a E-Gift Certificate for $355.50 instead of a refund. I responded back on the 19th asking for the refund, not a store credit. I received this email on the 20th: We have received and processed your return. Your return jacket was received without any tags, and per our policy tags must not be removed. When an item is received without tags, returns will be refunded to an E-Gift Card. We have issued your refund. They have not responded since to my emails. This “E-Gift Certificate” policy is NOT LISTED ON THEIR WEBSITE NOR RETURN FORM ANYWHERE. As this is a veteran owned business, I didn’t expect to be scammed. They are taking advantage of a 100% disabled veteran (me), refusing to refund my purchase after receiving the jacket back undamaged and telling me I could return it for refund. Instead, I am getting a store credit and the owner refuses to honor his own email response. This is my last avenue to solve this issue before I will have to take this to my credit card company to fight this blatant deceit.

  

  Business response

  10/25/2023

  Customer stated he tried on jacket and it did not fit as desired and wished to return it stating the tags had been pulled off but there was no damage to jacket. Our policy does state that if tags are removed and if the jacket has been worn (aside from trying on) that a refund will be in the form of a merchandise credit. The link is here: ***************************************************

  Here is a piece from our policy:

  ( Returns accompanied by proof of purchase, recieved more than 30-days after the ship date and/or with tags removed, will be credited either in the form of a merchandise credit or as a merchandise exchange. We ask that you insure your package, for your protection.
  NOTE: Items that have been washed, worn or altered are not returnable or refundable.  Custom orders are final sale.)

  The jacket was worn more than just trying on and where our policy states that is non returnable, we decided to agree to provide a merchandise credit for the customer. A picture of the returned jacket showing it had been worn is available if needed.

  Customer response

  10/25/2023

   I am rejecting this response because: 
  The return page was JUST updated with this information, it was NOT present when I made my purchase. They are not telling the truth. Otherwise why would i email them asking if i could return it, if it was stated on the return page?
  
  The jacket was returned the SAME DAY i received it... how could I have "worn" it other than to try it on, which per their policy is allowed?? Again, this is a lie. If i would have thought that this company would LIE like this I would have taken a screenshot the day I made the return.
  
  For the return policy, all you need to do is check the internet archive wayback machine, latest one from 13 July 2023. This is the EXACT SAME return page text as when i made the purchase. See link below, also attached screenshot.
  
  ***********************************************************************************************

  
  US Wings has stood behind the quality of our products since 1986. That’s why for our customers, if you are not happy with your item, you can send it back to us, with no questions asked. Look over your order as soon as your receive it. Please make sure that all items are correct and fit properly. Our return and exchange policy is valid for 30 days from when the item was shipped.  For an exchange, as a courtesy we offer free shipping on an exchange requests. For a refund (less shipping), return items with original tags still attached. If possible please ship the purchase back in the same box. We also ask that you insure your package, for your protection.
  NOTE: Items that have been washed, worn or altered are not returnable or refundable.  Custom orders are final sale.
  
  All “Return to Sender” shipments will receive a refund less the freight charges in both directions. If an error was made on our part (wrong size, or style shipped) we will reimburse up to $15.00 in return shipping if sending back for exchange.( We will request a receipt of your shipment sent to us.)
  Due to Coronavirus and to help keep our employees safe, it may take longer than usual to process returns and issue refunds. With the additional Covid-19 safety precautions being taken with our shipping carriers and at our return center, returns may be delayed 4-6 weeks. Thank you for your patience.
  
  From the Return Form i downloaded the day i received the order:
  
  Please look over your order as soon as your receive it to insure that all items are correct and fit properly. If for any reason you are not pleased, for customers within the ***,return your product with original tags (attached) for a full refund (except for closeout or custom items), less shipping charges. Items that have been washed, soiled, worn (other than initially trying on), or altered in any way will not be returnable. Returns and exchanges must be received within 30 days from the date the merchandise was shipped. We also ask that you insure the package, for your protection.

  Customer response

  10/25/2023

  To be clear, in the 30 minutes I had to write my response I didn't completely get accurate information. The Jacket was received and I messaged via their website about the return the same day and placed the jacket back in the box. Once the response that i could return it was received, it was dropped off at *** the next day. Regardless, the jacket was not worn other than to try it on for less than 2 minutes. And they still lied and changed their return policy after the fact.

  

  Business response

  10/26/2023

  Our return policy has remained the same for the last 20 years. If a jacket has been worn, we do not refund or exchange it. If a tag is not attached we do not refund or exchange it. As a courtesy we allowed a refund(merchandise credit) without the tags because an email was sent asking if we could, and even though the jacket had been worn. A picture of the waistband showing wear on it is attached. There is no deception or change in policy. After reviewing our return policy form we clarified the merchandise credit availability. 

  

  Business response

  10/26/2023

  The attached jackets show balling on the waistband indicative of wearing more than just trying on

  Customer response

  10/27/2023

   I am rejecting this response because:
  
  The jacket was tried on only. It was then placed back in the shipping box until i received confirmation that I could return it.

  Proof that the pictures are the jacket i returned? None. If that was the jacket I received i would have returned it for being not new. They cannot prove i wore it and I cannot prove i did not.

  Therefore, lets focus on FACTS, because this wear/not wear is he said/she said.. and they are not being truthful regardless.
  

  I received the jacket, asked the same day if I could return it with the tag removed. After i received an affirmative response from the owner, it was shipped back the next day.

  Jacket was received and credit issued, no problems. It it was worn at that time they should have rejected the return. It wasn't until I asked for a refund instead of a store credit that issues began.

  This store has lied already. Their return policy DID NOT state what they claim about tags and returns when i made the purchase. Reference my previous email with proof. While they can change their website they cannot change what was publicly available and saved outside their control. They changed the policy AFTER i filed my complaint with the BBB.
  

  They accepted my return and issued a credit no problem. Now that I am insisting on a refund they are making up lies to not return my money.

  At this point either they provide the refund as I have requested or I will request this case be closed and publicly posted. I will then place a dispute with my credit card company for this purchase They have my money and the NEW AND UNWORN jacket in their possession, they have repeatedly LIED, changed their return policy after the fact and I have nothing but missing money. I am done with this company and their lies.
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After reading BBB Complaints about US WIngs owned by ****, its apparent they don't deal ethically with it's customers when it involves RETURNS that request REFUNDS within their stated Return/Refund Policy. Like MANY OTHERS I to have called, and called, left messages for the person who is always out to lunch, left for the day, on vacation, and in most cases no replies to messages. However, on July 8, 2022 an older man who identified himself as ****, who I found out later was the owner told me "that US Wings **** not sell to me again because I returned several jackets (note the jackets had sizing or defective issues), all he kept saying is that I cost them money with too many returns (didn't matter what the reason was for return, defective or otherwise), in other words he is BLACK LISTING me! I replied to ****, costing him money, that's ridiculous, US Wings has their "new" jackets back and $1,510.30 I paid, and I am out $223.23 for return shipping, so who is really the victim here? Certainly not **** it's ME THE CONSUMER! This is and has been a repeated practice which is well documented on BBB Website by many of their previous customers. Order Cost and Return Ship Costs: #***** Ordered 05302022 Recvd 06072022 Returned 06162022, Return Recvd 06222022 by **** $254.45 Return Shipping $40.33. Too large jacket and zipper defective #***** Ordered 05302022 Recvd 06082022 Returned 06152022, Return Recvd 06212022 by **** Front Desk. $398.65 Return Shipping $42.17. Too large jacket and poor quality crooked front stitched pockets. #73940 Ordered 06022022 Recvd 06132022 Returned 06272022, Return Recvd 087062022 by **** at Dock. $223.95 Return Shipping $54.39 Too large jacket #74037 Ordered 06082022 Recvd 06152022 Returned 06162022. Return Recvd 06222022 by **** at Dock. $294.95 Return Shipping $34.67 Too small jacket #***** Ordered 06162022 Recvd 06272022 Returned 06272022. Return Revcd 07062022 at Dock. $338.30 Return Shipping $51.67 Defective sewn jacket

  

  Business response

  08/02/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 7/28/2022]]

  *** **** ****** bought 5 jackets and wore them all and returned them  all….  US Wings was given back his money of three jackets and within the time of 30 days and was told on the phone his other two credit returns will be forth coming and US Wings  Inc. had the right to never sell to him again and marked that on his record. US Wings Inc. is not in the business of our customers testing our apparel out for events and returning them. In our written policy we clearly state return Not worn and return new in the same condition received.

  Regards,

  *****

   

  “When only the best will do!”

   

  

  

  Business response

  08/02/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 8/1/2022]]

  Good Morning ,

  The Final last return of five jackets from *** ******  credit was given last night at the close of the month and like Amazon we have the right to refuse future business with an excess of un founded returns.

  Regards,

  ***** ** ****, CEO

  US Wings ® DOD and DLA Manufacture

   

  “When only the best will do!”

  

  

  Business response

  08/15/2022

  [[BBB TRANSCRIPTION VIA FWD EMAIL FROM THE BUSINESS 8/12/2022]]

  I and My Staff examined the Jacket in question and there was no issue with the U.S. Military jacket in question just like the other 5 jackets he bought and wore and returned and given a total refund.

  Regards,

  *****

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 6/16/2022 Amount spent: $****** Product: ******* ********* ********** - **** Order# *****  Nature of Problem: Ordered the above product from US Wings on 6/16/22 and decided to cancel order on 6/17/22 by sending email to US Wings which I never received a confirmation for. Called US Wings multiple times and finally got through on 6/28/22 and the guy I spoke to sounded hesitant after enthusiastically saying "Canceled!..." like he felt he knew I wasn't going to be refunded even though he told me that it was canceled on the 20th. It is now 7/7/22 and I know it doesn't take this long to receive a refund and checked my bank account online which still states that I have been charged the $****** for the sunglasses that I decided to cancel. Very disappointed and by reading the other complaints about this business and hearing the nervousness of the mans voice on the phone, it seems as though this business is intentionally taking peoples money. I want a full refund ASAP.

  

  Business response

  07/28/2022

  [[BBB TRANSCRIPTION VIA TELEPHONE CALL FROM THE BUSINESS 7/28/2022]]

  Business stated the consumer was refunded on 7/9/2022. Transaction # ***********

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They received my return jacket on March 10 and I still havent received a refund .

  

  Business response

  04/18/2022

  Due to being short staffed our refunds are taking up to 4-6 weeks to be completed as noted on our website. This refund has been completed for the customer.

   

  ** Wings, Inc

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a jacket and then sent it back for a return. The return was delivered February 2, 2022. By mid March I had still not received my refund. I called a few times and was told it would be addressed. It was not. The same guy answers the phone and I'm told the person who processes returns is out that day and to call back tomorrow. I call back and am told the person is still out and a note will be left for them. Obviously it was not done and gave up after three phone calls. It is now over two months since they got my return and still no refund. Read other complaints about this company and you will find this is a common complaint. I want my refund processed.

  

  Business response

  04/07/2022

  We apologize, but it looks like the Coast Guard Jacket the customer purchased was misfiled under one of our all sales final categories for a custom or discontinued jacket. A new associate sold it incorrectly and thus it was filed incorrectly. When the customer called and spoke to one of our associates the information was forwarded to our office manager who could not locate a refund due for this customer. This has been rectified and a refund issued today for this customer.

   

  Thank You, 

  US Wings, Inc

  Customer Service

  Customer response

  04/21/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 4/21/2022]]

  Hi *******,

  
  

  Thank you for reaching out.  Yes, the company did refund my money and I am happy with the response.  

  It just took them having a Better Business notification for them to respond finally.

  
  

  I appreciate the assistance in this matter.

  
  

  Thank you

  *****

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a jacker on October 11th, 2021 for $1,752.24 USD and occasionally followed up with US Wings via email to get a status update on my order. I was given ship dates for my jacket that were not true. I finally lost patience and in March, 2022 asked for a refund, I was told the President was looking into the refund. It's now April 3th, 2022 and I have not received any responses to my follow up emails and I cannot reach anyone at US Wings via telephone. Can the BBB please help me get my refund, this is my last resort before I send the matter to a collection agency. Thank you, Paul

  

  Business response

  04/04/2022

  We apologize for the inability to provide the Cockpit Jacket (B3 with hood size 54 Long) The customer knew this was a custom item that we had to order from Cockpit for him. As you can see through the customers email chain we were given several completion dates from Cockpit as to when the customer would be able to receive his jacket. Once the customer had decided it was too long with no better answers from Cockpit, he cancelled and we put in the cancellation for the customer in March. Since it was a custom item from Cockpit we had to purchase it from them upon placing the order. Before a refund could be given we had to be assured the manufacture had cancelled it for us and refunded back the purchase funds. We finally confirmed with Cockpit the jacket was cancelled and we can refund the customer his funds per his request. The refund should be completed today with a receipt being emailed to the customer.

   

  US Wings, Inc

  Customer Service

  Customer response

  04/05/2022

   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.

   

  Thank you for your swift and professional action in the matter.

   

  ****

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jacket ordered on 13 Dec 2021 (order *****) for Christmas gift. Did not fit, so sent back. Was received by US Wings on 5 Jan 2022. No refund issued. Sent an email on 21 Jan 2022, and received a response saying the refund would be issued as soon as possible. Still no refund. Sent another email on 18 Mar 2022, which was ignored. Called on 29 Mar 2022, and was told yet again that the refund would be expedited. Still no refund.

  

  Business response

  04/04/2022

  Refund paperwork was attached to an exchange. It looked like it was completed. We apologize for the delay. Once our Office Manager returned to work, we were investigating the refund and have approved the refund for the customer. A refund was issued and an email sent to customer for their records.

   

  US Wings, Inc

  Customer Service

*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. ↩