Dooney & Bourke, Inc.

Review: Product was ordered per website in early December. Was told it would arrive within a week. After several phone calls and being told they were "trying to locate it", it finally arrived 2 days before Christmas. Once opened we found a bag that did not match the one ordered, so we needed to return the item. Item was sent back on dec. 30 and received jan. 6th. A phone call was placed and they confirmed they do have the bag back however it would take an additional 1-2 to process and 1-2 weeks to receive.

I do not understand why a customer has to wait up to a month to receive their refund when the company has fully verified they have their item!Desired Settlement: I want a full refund ASAP because you have your item back.

Business

Response:

A credit was processed on 1/26/16. We apologize for the delay and inconvenience

Review: On October 29, 2014 I shipped my bag to the repair division for repair. I received a letter two weeks letter asking me what option I choose. I choose the repair option, gave them my credit card information and never heard back from them. I contacted them the 1st week in December they stated that December 12th was the turn around date. I received a call on December 22, 2014 while on vacation saying my credit card was declined so I gave them another one. They said 4 times it was declined. I contacted my bank, the bank said that there were no issues and that no charge had been processed or declined on their end. I contacted them back and tried again,, once again they said my card was declined. I contacted the bank again and they stated no transaction had been declined or tried on my account. I contacted them 2 more times and each time someone said they would keep an eye on this for me and let me know. So I contacted them again this morning January 9, 2015 and gave them the number for the bank. My bank said not to give them my credit card number again that something seems suspicious about them asking me constantly for my credit card number.

I just want my purse back it is vintage and dear to me.

They are not helpful and always saying that they have to send it to someone and they will run it. WHO IS THIS SOMEONE and why cant I talk to them directyly.

Very bad customer service.Desired Settlement: I just want my bag back. Plain and simple.

Business

Response:

Customer has been corresponding with a representative in our customer service department. [redacted] is our payment processor. Please see attached copy of declined [redacted] transactions. Customer can send a check for the repair amount.

Consumer

Response:

Please see attached response to the declined transactions that they are claiming.My bank has told me they have no record of this transaction coming to them for payment.

Review: TWICE, I have made the attempt to trade in bags for other products. In dealing with a total of 4 Customer Service agents (one of which who claimed to be a supervisor - [redacted], but come to find out was lying and is not a supervisor) none of them explained how the program works properly. In my most recent on goings to trade in an old bag, I got transferred to [redacted] (11/7/13)to get the full explanation as to how this program worked as my first agent was terrible. I was told I would pay $72.80 and she would waive the shipping for the Crystal watch I was to receive as my trade in. Today (11/14/13) I called as she instructed, ask for her, was told there was no [redacted] who was a supervisor and there were no notes in your system discussing what she and I spoke about. I got transferred to [redacted], who is supposedly a supervisor, who said that you all made an error and I will be charged $89. Doesn't matter if you all made mistake, the system would have eventually caught it and she would not honor what I was promised. Really??? I wish in my job I could tell a customer one price and after they pay $14 to ship the trade in product (which is what I did), I wish I could charge them $16.20 higher than promised. I feel as though I should be charged the $72.80 as previously promised. I also think your CS department needs some training on your trade in program.Desired Settlement: Stated above.

Business

Response:

We offered our valued customer trade in program which is half the

current retail price to apply towards a new item at retail equal or

greater value. Customer sent in a bag which retailed for 178.00.

Therefore she was offered 89.00 to apply towards a new item of equal or

greater value. Should you choose an item less the the retail value of

the item you send in, you will still pay half the retail value of the

item returned, plus a 7.50 shipping fee. A letter was sent to the customer informing her of her offer upon receipt of the returned item.

Customer returned the same item back in 2010 and was also advised at that time of the trade in program. When the customer called in and gave the agent the information and informed her that she had previously sent the same item back, the agent looked up the RA from 2010 and informed her of the offer she was informed then. Since 2010 there has been a price increase.

We are unable to change the retail price in our system which automatically calculates the value when the style number number of the returned item is entered. Therefore, we waived the 7.50 shipping and upgraded to 2nd day shipping which cost 18.00.

We apologize for any confusion this may have caused.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I told them I did not need or want 2 day shipping - this is a Christmas gift. I wanted the credit - which is cheaper than the shipping. When I was told the item would cost me $72, I was already promised free shipping. This is nothing new and they just wasted $18 on shipping [redacted].

Sincerely,

Review: purchased a bag $432.35 on line Received bag end of APRIL 2013 this year. Had problems since DAY1 Zipper constantly getting stuck! Then jammed where I could not move it! Contacted them I wanted a refund.I was told send it back we will contact you AFTER we inspect your bag to see if you want a refund or a new bag. Sent the bag back JUNE 2013 I I Iwanted a REFUND, WAS NEVER contacted. Received a bag back in JULY 2013. Was packaged like it was a new bag but looked funny. First of all it did NOT look like a new bag it looked like it had been used. There were also little white strings coming out all over the zipper part!I I contacted the company again and was told yes it was a new bag they would not have packaged it to just look like a new bag. Was also told to just pull the white strings out. WHAT? REALLY? I told her I was afraid to pull on them.She assured it would be fine. I hesitantly hung up the phone thinking to myself it was odd but surely Dooney and bourke must be a reputable company. So hear I am now in AUGUST 2013. Zipper JAMS AGAIN! called Dooney again! explained to them the situation and told them I would like a FULL REFUND! I am tired of this already. Purchased this bag for $432.35.Thought I was buying a QUALITY bag. If I wanted a Cheap bag I would have went to walmart. Was told well , we can not tell you anything over the phone, we will contact you after we receive the bag. Mailed bag out AGAIN the beginning of SEPTEMBER 2013.I received this letter YESTERDAY 9/18 it is dated 9/10 and I am warned on this letter that I have 30 days from the date of the notification to take this offer and if the PAYMENT(MY PAYMENT)has not been received they will simply send me the bag back.Desired Settlement: I would like to have a FULL refund of $432.35.

Consumer

Response:

From: [redacted]

Sent: Sunday, October 20, 2013 11:43 AM

To: [redacted]@ct.Revdex.com.org

Subject: Revdex.com Serving Connecticut Regarding Complaint #[redacted]

The Revdex.com closed this case because Dooney and Bourke did not respond. I just want to say that I called the company and spoke with a supervisor and the issue has been resolved.We resolved the problem and I received my refund.

thank you.

mrs [redacted]

Review: I sent a black leather medium sized hobo handbag for repair on May 16, 2013. The package was delivered on May 18, 2013 (USPS signature confirmation #: XXXXXXXXXXXXXXXXXXXX). I contacted customer service on July 30,2013 week to determine the status of my repair. The customer service agent said she would research the issue and provide follow-up information in the next 48 hours. I have not received the phone follow-up as promised nor any written correspondence concerning my item.

Desired Settlement: I would like to know the status of my repair.

Business

Response:

Consumer Response /* (-5, 8, 2013/08/26) */

I received written feedback from Dooney & Bourke regarding my item. They issued a for $325. The matter has been resolved to my satisfaction.

Ordering anything from Dooney and Bourke is a complete joke. I ordered a purse from them during the 12 days of Christmas sale. After ordering, I was told by a family member that I would receive the purse for Christmas. The next morning (less than 8 hours later) I called at 9:00 am to cancel my order. After waiting for 45 minutes, I was told by a representative that my order had been fulfilled and was already out for shipment. This was complete bs because I didn't receive a shipping notification for another 3 days. The representative told me my only option was to return the bag via mail (and not a retail location). On 1/10/16 I returned the bag. It was received by D&B on 1/16/16 (I tracked with tracking number). It is now 2/4/16 and I have not received a refund nor notification that the bag is in their possession. I've called numerous times, but I've had to hang up after being on hold for 30+ mins. In the midst of writing this review, my phone call was answered after 32 mins. I've been told by a customer service rep that my refund was processed today (how ironic) and that I should see the funds within a week. After all of this, I don't ever want to own another Dooney again. I also own a Dooney that has begin to bubble after only 5 months! I'm sure I won't even return it because their customer service is so terrible, anyways.

Review: In December 2014, I went to www.dooney.com and purchased a solid colored marine (navy)pebble grain handbag,(style [redacted]). When I received the bag, it was a two tone marine and brown bag, which did not match the photo shown online. I immediately did a date stamped printout of the page to show the photo of the solid color handbag. I tried to write a review to warn others but my review was not posted. I am assuming Dooney and Bourke staff read this, however because the photo was then changed to show the two color bag. I tried several times during the month of December to call the service number, however every time I called I received an automated message telling me to call back later and was not even given the chance to be put on hold. I had to pay $19.10 out of my own pocket to return merchandise that was falsely advertised. Because I have not been able to get through to Dooney and Bourke, I am asking the Revdex.com to assist me in having them reimburse me the $19.10 for shipping. This is not a case of me changing my mind about the order; it was false advertising. I do not think I should have to pay return shipping an item that was shown when I received a different item.Desired Settlement: I would like a refund of the $19.10 I had to pay for shipping. Dooney.com policy stipulated the return had to be send insured.

Business

Response:

We are issuing a refund for the return shipping in the amount of 19.10. please allow up to 10 business days to receive your refund

Review: Paid over $400 for a bag. Contacted dooney.com and called customer serv for care instructions and had the worse experience. The rep was not kind and they obviously dont want repeat customers. I will go elsewhere. I asked the rep where I may return the bag for cleaning and she said that that is not a service they offer. She directed me to their site. The solutions on their site were ridiculously insufficient. It did not clean my bag at all. Now I am left with a dirty bag and no other resources. I know other manufacturers would never render such poor serv and would respond to emails, unlike dooney! Never again!

Product_Or_Service: Dooney [redacted] satchelDesired Settlement: DesiredSettlementID: Replacement

Cleaning or replacement would be ideal.

Business

Response:

Website Response:

Dooney & Bourke does not offer cleaning services. Cleaning instructions are provided on our website for each collection. [redacted] leather has not been specifically treated for water repellency. Thus, the leather will temporarily darken when wet, and return to the original tone once completely dry. The waxed surface may assist in staving off some dirt. With continued use, a lovely shine or patina will develop, only enhancing the beauty of this leather. It is also characteristic for lighter colors to darken with use over time, and with exposure to light. Minor abrasions may be removed or lessened with the use of a very soft cloth and a gentle buffing action.

Sent on: 11/8/2013 8:21:53 AM

Review: I ordered a $168.00 handbag from Dooney (order #[redacted]) on June 5. Within 2 wks of using this bag, one side of the handle fell off because the handle hardware fell apart, leaving one side of the handle/ bag dangling. When I asked for advice from customer service and additionally in a letter dated 6/27/15 to the company, the company informed me that even if they found that the problem was the fault of the company, they would only pay a maximum of $13.00 of the return price. I feel they should pay the entire return price if they find that they are at fault, as $13 would not even cover half of the return from the West coast. I was also informed not to expect customer service, as they would only take issues on a first come-first serve basis and they were overwhelmed. While on the face of it, first come-first serve seems reasonable, it is not because I have already paid for this bag. I did not tell Dooney to wait in line for their payment after my mortgage, utilities etc. I paid in full at the time of the order. No one at Dooney seems to take this complaint seriously, only making excuses as though it were my fault.Desired Settlement: I would like 1) a response from Dooney, 2)a refund for the bag and 3) complete re-imbursement of all return mailing charges if they find that the damage was not due to my use but to their faulty construction or hardware.

Business

Response:

We apologize for the inconvenience caused to the customer. Dooney & Bourke offers a 1 year warranty against manufacturers defects. We issued a [redacted] return label which was sent to the customers email address. The customer can print the return label and ship the item back to us. We will inspect the item and repair it free of charge.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Horrible customer service! I wanted to exchange a bag I received for Christmas because I already had one similar to it in almost the same color. I emailed 2 times and got no reponse, I called several times and was hold for over 30 mins with expected hold times of 5-10 mins. When I finally spoke with a customer service representative the gentleman told me that I could exchange my bag for a different color without being charged full price, even though it was discounted during the holiday sales. He said I only needed to fill out the return form on-line and the exchange would be even because it was the same bag in a different color. This was not the case! I was charged full price for the new bag. I could not get anyone to respond to my emails or phone calls, so I finally sent a face book message and demanded a response. Someone did call me, only to inform me that the bag was only on sale for 24 hours and when the sale ends you pay the new price at the time of the exchange. How ridiculous! I spoke with 2 different people and they both said that the gentleman was wrong to tell me that and that someone had responded to my email, I just never recieved it. I am returning the new bag for a complete refund and will not purchase anything from Dooney and Bourke again!

Review: I ordered a purse from Dooney & Bourke on Dec. 5, 2014, credit card charged on Dec. 7, purse arrived Dec. 9 and was defective. Smelled horrible, like fish and chemicals. Spoke with a customer service rep on Dec. 10 who said to return it for a replacement. (Waited on hold for over 20 minutes.) Purse was delivered to Dooney and Bourke on Dec. 16 (I have to postal/insurance receipt). Never heard from Dooney & Bourke again. After 3 unanswered emails, I wrote a piece about the "fishy purse" for [redacted]. Sent another email. Have yet to get an email from Dooney and Bourke customer service about the problem, although I still get promo information and an email that said, "We hope you're enjoying your new purchase and want to hear what you love about it. Thanks!" I wrote a negative review - "How can you review a purse when the first purse smell like fish and you were never sent a replacement?" Needless to say, they didn't use the review. How can a company operate like this? The original order number is[redacted].Desired Settlement: I would like the original purse (a purse that doesn't smell like fish) at the sale price I paid in Dec. (The purse is listed as available on the Dooney and Bourke site, but no longer on sale.) I would like a refund for shipping the fishy purse back to Dooney and Bourke ($21.08). I would like an apology.

Business

Response:

The unfortunate aroma that emanated from the bag is not

common but can sometimes occur as a result of a series of events/steps.

The natural cowhide must be purified in order to produce the

fine leather items seen on line. This purification/ preparation is known as

tanning. This is a process filled with several involved steps which include the

use of natural tannins, natural oils, vegetable dyes, etc. In rare cases once

the process is complete and the finished items are sealed in protective

wrapping in order to be sent to our warehouse for distribution there can be a

reaction that occurs that may produce an aroma like you experienced. Once the

item has been removed from the packaging and allowed to “breathe” the

aroma will dissipate . The customer can return the bag for a replacement at the sale price.

Consumer

Response:

Review:[redacted]

I am rejecting this response because: I HAVE returned the bag (the bag was returned and delivered to D & B on Dec. 16th, 2014) and was told I would get a replacement, however customer service will not return an email.

Review: My product (purse/hand bag) arrived in the mail damaged. One of the rivets was broken on the shoulder strap. I was glad to return the purse with the price tag still in place for a replacement purse of the same model. Instead D&B told me to return the damaged item which would then be forward to their Repairs Dept. This would be a 5 week turn around.

In this case I would rather return the purse for my money back and purchase a item from a department store that will honor the exchange for a new non damaged item.Desired Settlement: I don't feel that I should wait for or be put out because D&B's product arrived damaged. I want to simply return it for a new item without having to wait for the original item to be repaired. I want a replacement item or my full money back in return.

Business

Response:

When a customer calls stating they are having an issue with their item, we request that they return the item to be inspected. Once the item is inspected we either send the item to repairs or replace the item. The customer was provided with the standard information as we can not speculate on what procedure will be taken until the item is received in our inspection department. We do not see that the item has been returned to us as of today for inspection. We suggest the customer return the item along with their name, address, and daytime phone number along with the reason for the return.

Review: I purchase a Dooney & Bourke purse while back, recently I noticed there was something wrong with the bag.

so I called customer service to see if they can fix it or replace it knowing that it has a warranty. But all they did

was offer me a credit for a lot less than what I paid for, claiming there was no defect found!!! very disappointed with this company, because there is a defect with the purse.Desired Settlement: repair at "no cost" or a replace...

Business

Response:

Dooney & Bourke offers a 1 year warranty against manufacturers defects. The customers bag was inspected twice. The customer states the bag leans forward. The bag is fabric. There are no defects with this bag. Dooney & Bourke offered the customer our valued customer trade in program which is half the retail price of the item to apply towards a new item of equal or greater value.

Review: I purchased two [redacted] Dooney & Bourke Totes and a flap wristlet. One tote and flap wristlet ($65) is the [redacted] 1st Edition Large Sketch Tote ($268) and the other is a [redacted] Tote ($248). I used my Sketch tote for about a month before I noticed this black spot on the back of the bag. I contacted [redacted]. in [redacted], where I purchased my Sketch Tote and flap wristlet and informed them of this issue and was told to contact Dooney & Bourke. I contacted Dooney & Bourke and they referred me to [redacted]. I was told by a CSM at [redacted]. there have been numerous complaints about a black spot on the back of the bags, which was coming from clothing rubbing against the bag. Both companies continued to bounce me around. [redacted] sends me to Dooney. Dooney sends me to [redacted]. My [redacted] Tote has sat on a shelf because it does not have the protective leather corners. I am terrified to use the bag because of the hundreds and hundreds of complaints regarding this bag falling apart, chipped corners, pattern on the bag chipping and flaking off.

This certainly is not a new issue. Some people have received a full refund. Some have received replacement bags. Unfortunately, the majority of people have accepted it as they do not want to have to fight with Dooney or [redacted]. Dooney and Bourke switched from having a lifetime guarantee on their bags to a 1 year guarantee. When I purchased the 1st Edition Sketch, it came with a lifetime guarantee. The [redacted] tote recently purchased only has a 1-year guarantee.

[redacted]’s partnership with Dooney is turning into a disaster. Dooney and Bourke’s failure is directly impacting [redacted]’s reputation. It's sad that two companies who used to care and provide impeccable service have both failed in this situation every single step of the way. I hope that [redacted] realizes this and takes action. There are hundreds upon hundreds with the very same problems. I cannot understand why [redacted] and Dooney & Bourke would continue to make and sell these bags even though the defects have not been fixed and both companies refuse to honor their guarantee. I never wanted a Dooney and Bourke bag. I would have NEVER bought a Dooney. I bought the bags because they were [redacted] bags!

[redacted] and Dooney have decided NOT to honor their warranty and continue to produce inferior products. It has been well documented through correspondence Dooney knows there is an issue with the fabric. Dooney should have pulled the products and repaired the issue before putting more on the shelves with [redacted], who is one of the main designers of Dooney and Bourke, personally assures customers at a [redacted] signing event they should carry the bags without worry because Dooney stands by their products.Desired Settlement: Supposedly all [redacted] bags currently for sale are new material, have corner protectors and should not have any issues. I want my Sketch Large Tote and [redacted] Tote replaced with the "new and improved" bags.

Business

Response:

Please advise Ms. [redacted] that Dooney & Bourke will do everything possible to rectify this complaint. Please return item to Dooney & Bourke, [redacted] Att: [redacted], Presidents Office.We will inspect the bag and upon inspection, we will notify Ms. [redacted] with the results of the inspection. Include her name, address and explanation of what is wrong with the item.Please send [redacted] or [redacted] to our location. I will reimburse her the shipping charges upon receiving a copy of her shipping receipt.Thank you.[redacted]

Review: I ordered a Dooney and Bourke [redacted] April 8 of 2015 and still have yet to receive it, I'm pretty sure they charged me twice. I ordered it for my girlfriend for her birthday in April and it should've been their by then cause it had a 2 week back order and did not make it.Desired Settlement: The wristlet, and compensated since I had to wait so long I want the matching purse

Business

Response:

We apologize to the customer. This item was on backorder. The item came in and shipped out [redacted] on 6/29. According to [redacted] the item was delivered on 7/1.

Review: On December 14th I ordered 2 purses from dooney's 12 days of Christmas for my daughter and niece as christmas gifts. I never received them. I called to be told my order had been cancelled due to you over selling. I said I never received anything telling me my order was cancelled. I was told yes some people did not get notification we had a problem with some of the emails going out. I said I would like my order filled since I was never notified and I have already called 3 times about this with getting disconnected each time, I have emailed twice after failed attempts to handle over the phone requesting information on what happened to my order and also got no response! On my fourth attempt to call and waiting for a total of 45 min. I was told " we are not offering to honor those orders" I asked to speak to a supervisor who offered to mail me the two purses in a different color at the same price and free shipping. I was happy and satisfied with her solution. Then I never received those purses! I called back again and was told that order was cancelled. Then the rep says oh no it was not cancelled I see it was switched to come from our [redacted] shipping department and is going out tomorrow. I said great thank you. I finally get the two purses, then about a week later I receive another purse just one this time in the original color I ordered and see another charge on my bank account. I call the corporate office today because I am just floored after 20 years of buying dooney this is what the customer service has come to? I call and a lady answers but does not acknowledge me and is yelling to someone named "[redacted]" that she has to leave early like around 5 because she has to get her prescription and should she email her that" then I am hung up on. I call back a different number and am told I have reached the warehouse and while that actually was the only polite employee at dooney I had spoken to through this whole experience she said she was sorry about what I had been experiencing but she could not help me. So I call the corporate number back and the lady that was yelling to [redacted] answers and I tell her I would like to speak to someone about a complaint she very rudely tells me to call customer service and ask to speak to a supervisor. I said I have already done that I am beyond that I would like to speak to someone at corporate she tells me well that's not going to happen. I asked for her name she said she would not give it to me, I told her when I called earlier you were yelling to......and she had transferred me to the customer service line and cut me off. I called back and just punched in some letters to the directory and got transferred to a "[redacted]" voice mail. I have left a message that I am a customer of dooney who would like to speak to someone at dooney corporate about a complaint. I can not believe that this is suppose to be a high quality leather bag company and they are acting with such low quality service! Usually the person answering your corporate office phone should be your greatest asset and represent you as a company and your expectations of how you expect your customers to be treated. Whoever you have answering your phones clearly shows you as a company that does not value your customers, does not respect your customers, and is inconsiderate to your customers!Desired Settlement: I would like a phone call, and I would like to stop wasting my time on the phone dealing with your mistakes. I would like to return the extra purse my money to be refunded and someone to seriously look at a customer service overhaul of handling of customers and the person who answers the phone for your corporate office should be your greatest asset and the best example of how you treat your customers.

Business

Response:

Customer spoke with a supervisor and placed an order for the 2 items on 2/16

Consumer

Response:

Review: [redacted]I am rejecting this response because:There response is inaccurate. I did order two purses I received and paid for three purses. Also the business did not address the other parts of my complaint. The rudeness of their employee, the horrible customer service, they did not address my request to contact me to take care of the refund of the third item I received that I did not order. Sincerely,[redacted]

Business

Response:

Again, we apologize for any inconvenience. The customer can return the item for a full refund. If the customer is still not satisfied with the response, we suggest the customer contact a supervisor in our customer service department to better assist the customer. If the customer would prefer, we will have a supervisor contact her

Review: There are several points to my complaint the Primary and also the fact that the company advertised a product and I ordered it in early december on sale they were offering. I received a confirmation that the product would be shipped. I called several times between December and the end of January as my account said shipping was in progress. I was told it would be shipped. It never was. Finally on January 30th a charge of just under $55 canadian was on my credit card. I was excited thinking the product was on the way. I waited...nothing came. I called and they said oh no we aren't sending anything, we don't have that product anymore we won't be shipping anything to you. They did confirm that the charge they placed on my card on January 30th was for customs charges. I said why would you charge me customs charges two months after I ordered when you knew you weren't going to ship me the product. They said that they could see that a charge reversal had been submitted. I waited another week...the charge remained. I called one to two times per week. Everytime I called they said the charge would be reversed. I called again (approximately the 8th time I called) and a customer service Rep by the name of [redacted] said again that it would be reversed. Why do they offer a product and without and email or phone call (which they have both on my account) not notify me that they would not be sending the product I wanted, which was on sale? Why would they charge my credit card knowing that they would not be sending me the product and lastly why after so many phone calls and so much time I spent on hold would they not reverse the charge for something I didn't even buy? This company is devious, their customer service appaling and I would like something done about it!Desired Settlement: I would like the charge and interest off my credit card and I would like an acknowledge from this company who I have purchased many of their products that they are sorry. Not once during the 8 times I spoke with them did they offer an apology a coupon code for future use or anything to appease me and ensure me that the charge would be removed.

Business

Response:

We apologize for the inconvenience. We did experience a problem with our international orders. The customers credit has been processed and should be visible on your account shortly. We would like to offer the customer a promo code of 10% off a future purchase. This is a one time use code which we have emailed the customerPlease accept our apologies.

Review: On 12/11/2014 I placed an order with Dooney and Bourke at ~6::20am EST for cross body purses with small coin purse during their "12 Days of Dooney". I requested a total of three (3) of the same item. When I placed my order, I did not receive a notice that the item was not available. In fact I was prompted to provide my payment information to include my contact information and my credit card information. I received an order confirmation as well (Order Number: [redacted] which was sent to my email address ~6:27 EST. On 12/15/2014 I received an email advising that my order could not be fulfilled due to the high demand. I was offered 10% off on a future order. I called Dooney and Bourke and was advised that this company will take all information from the buyer even if the product has not be confirmed that the order can be fulfilled. I was advised that the company will look/comb the warehouse to see if there is enough of the product to fulfill orders after an order is placed. I did not see this practice noted or anything like it before, during or after my order. I feel that this is an unfair advertisement of a product that was not available since I was prompted to provide my credit card information and received a confirmation of the order. Taking a buyer's credit card information and contact information and sending an order confirmation is very misleading to a customer. Then to get notice three (3) days later and not real resolution to this situation is bad customer service in my opinion.Desired Settlement: I am respectfully requesting that my order be fulfilled as requested once these items become available and to receive a notice that this is what will occur. I would also request that once the order is going to be fulfilled that I receive notice that this will occur. Or the company could simply offer the pebble grain version of the same products at the advertised price and confirm if this is agreeable with me.

Business

Response:

We apologize for the inconvenience. Due to the heavy volume during the 12 days of Dooney, it was impossible for our system to quote live inventory. Therefore, there were some items that sold out before we could remove it form the sale. Our system is set up to allow back orders and therefore will allow a sale even if an item is not in stock. The customers credit card has been creditedUnfortunately the color the customer ordered will to be available. We do have this item in yellow. This is the only one we have in the bundle. If the customer would like to choose the yellow, let us know and we will place the new order and promptly ship it out.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not understand their statement regarding the color I had originally ordered. I understand they have yellow as it was available when I requested the color black. I am respectfully requesting when the color black is available in the item that I originally ordered I would like to be notified and be able to order that item at the same advertised price or the company could offer a substitute item that is similar in the color black at the same advertised promotional price. Thank you Revdex.com for your assistance.

Review: Below is a summary of the letter I mailed to [redacted], CEO on 2/7/15, at the direction of D&B customer service. After two months I have received no response. I would be grateful for your assistance.RE: Failure to honor D&B guarantee on registration [redacted], style [redacted], color CY Mr. Dooney:On 11/3/14 I contacted D&B by email to request repair of my purse. After not receiving a response, I contacted D&B several times by phone over the next several days, each time waiting for over 45 minutes. I shipped my purse to your facility via [redacted] for repair on 11/17/14 under Dooney & Bourke's purported "unconditional guarantee" of the "durability of our leathergoods". I received a letter dated 11/20/14 RA#[redacted] stating "BAG BEYOND REPAIR" and proposing I accept half the value of my purse towards only a full priced item plus shipping. This is not the D&B guarantee and is of no value as I can get a bag on sale for the same cost. You will verify that my purse is registered and was shipped to your facility for repair before a year elapsed. I purchased the bag in December 2013 at the D&B factory outlet store in [redacted] after D&B destroyed my original patent leather purse, which was identical. I was informed by a D&B representative that the peeling of the original purse was a defect and is not common to the patent leather purses, thus should not happen again if I choose to purchase the same item. I was sent RA#[redacted] with a store credit for the value of the purse. As follows, I purchased an identical purse. D&B's guarantee states: "Dooney & Bourke products prove their enduring value by actually improving with age. We stand behind the durability of our products and offer an unconditional guarantee against any defect in craftsmanship for a full year of normal use" [redacted]Like the original purse, the patent leather of my current purse began peeling after four months. I did not send it in immediately as it was discontinued.Desired Settlement: It did not "prove enduring value by actually improving with age" nor was it durable for 6 months, much less 1 year. Rather both of the identical D&B purses I purchased were defective. After the peeling of the substandard purse became severe [redacted] at [redacted] on 12/22/14 agreed to pull the purse for re-inspection. On 1/12/15 she contacted me by phone & said D&B will "not honor its guarantee" but I can take the 11/20/14 offer.Revdex.com, please get D&B to replace my purse per its guarantee. Thank you.

Review: I ordered a bag from this company on 12/17 and never received a shipping confirmation although my debit card was charged. 2 days later after approx 1 and 1/2 hours of call and hold times I was told by their customer service dept that the bag was no longer being manufactured and that I would not be receiving a bag. I was told my order was cancelled. Over the next 9 days my account was repeatedly charged (bank holds) and released. I attempted to call Dooney over and over again and was either given the run around or disconnected each time. On December 23rd Dooney fully charged and deducted over $200 from my account! Again for a bag I was told I would never receive! I'm on hold now - 35 minutes in and am being told my refund will arrive in 7 to 10 businesses days - I'm holding for a supervisor but at this point none of their representatives have been able to explain why I am being charged over and over again for a product I will never receive. This is unbelievable and I'm truly disappointed in Dooney and Bourke.Desired Settlement: I would like some answers and a full refund of my funds.

Business

Response:

Customers order was received on 12/17. The order shipped on 12/20 [redacted] tracking number [redacted]. Customer requested that we cancel the order. Unfortunately it had already been shipped. We stopped the delivery with [redacted] and had the item returned to us. Customer was credited on 12/26. All payments are processed through [redacted]. According to [redacted] transactions we received an authorization on 12/17 for 211.44 which was estimated amount due to taxes. We billed out 215.42 on December 22nd. On 12/26 we issued credit for 215.42