Dooney & Bourke, Inc.

Review: I purchased a purse which I paid $350.00 for. I have used that purse for approximately 3 months because I decide to buy another purse from [redacted] to use for my everyday purse. So I put my Dooney back in the blue bag and decided to put it away. Then I ordered another Dooney and Bourke and I put my [redacted] in the Dooney bag and decided that I wanted to use my other Dooney. When I took it out of the bag I noticed that it was worn on all four corners of the purse. This purse was used for 3 months. So, I called [redacted] and was told that it was under warranty. So I was told to send the purse back to Dooney and I did and I received a letter from them stating that the scuff marks could not be removed and they would give me a $145.90 credit to purchase a new purse that had to be $291.80 or greater. I had purchased this purse in December 2013 for almost $400.00 and this is what you offer. So I contacted Dooney and Bourke on August 8, 2014 and I talked to [redacted] and told her that this purse should have lasted more than several months. So she pulled that purse and told me that she would call me back that Wednesday and I waited, she did not call until that Thursday. I want my money back. I will never order another Dooney and Bourke purse again. I think that they are not standing by their product and this should not be acceptable because of the amount of money that I paid for this purse. I had the nerve to order another purse for about $350.00. I am so sad by their policies and I would like a refund.Desired Settlement: I would like a refund for this purse.

Business

Response:

In examining [redacted] bag, there are some worn areas on the corners of her bag. The bag is in excellent condition otherwise. I would be happy to send her a gift card as we cannot refund a customer for a bag that was not purchased through us. Please ask [redacted] to send us a copy of her receipt and I will send her a gift card in the amount on her purchase.

Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I talked to someone at [redacted] and they will be refunding my money. Please ship me my purse back and if things change for some reason with [redacted], I will get back with you. I am really not okay with your products anymore, This is my 5th Dooney and Bourke purse and I could not believe how you offer a warranty for a year and I have only used this purse for a couple of months. I do not know how these marks got on the purse as I do not keep it on the floor and when it is not in use, I keep it in the bag. When you mail my purse back to me and I get my refund from [redacted], I will notify the Revdex.com. I appreciate your time and effort.

Sincerely,

Review: I am [redacted]. I am writing to Revdex.com (Revdex.com) to complain the irritating shopping experiences at the Dooney & Bourke (D&B) store (Address: [redacted]) at [redacted] Outlets and afterwards communication with D&B customer service from Dooney & Bourke, Inc. at [redacted].

First, I would complain the poor quality of the D&B handbag and their customer service. I bought three leather handbags from the D&B store at [redacted] Premium outlets on Nov.01, 2015, however, when I got back to hotel, I found that one handbag (style: R322, color: JE) has flaws of the leather so that I went back on Nov.03 for making exchange for this handbag. Unfortunately, my request had been rejected because the store manager found a couple of scratches on the handbag. The store manager conjectured the scratches were caused by customer, me, and rejected my exchange request based on this reason. Honestly speaking, I didn’t find the scratches on the handbag since the handbag is always wrapped with the original factory transparent plastic bag package. The flaw of the leather is so obvious that I could see that through the package. The store manager removed the original package by herself, and more ridiculously, she ascribed the scratches to me. During the 45 minutes communication, the attitude of the store manager is very rude and doesn’t show any respe** to customer. By seeing that I cannot settle this matter down in store, I asked the store manager’s full name because I plan to file Revdex.com complaint. The store manager gave me a piece of paper and wrote “Jackie” on it. I asked again for her name and she replied me that “Tell them I am Jackie, they knew me”. This is indeed the worst experience I had in my life and this manager makes D&B brand to a lowest level.

Second, the D&B store infringed the customer’s right to know by not informing customer that only store credits will be received with return and special return needs to be mailed back to the warehouse by customer prior to purchase. As the store manager rejected my exchange request, I wanted to return the other two handbags because the whole shopping experiences with D&B was so upset. But I was told that only store credits would be issued for the return and the problematic handbag needs to be mailed back to D&B warehouse by myself. As an honest merchant, this special policy should be advised to customer before or when they make payment. But, at D&B store, the return policy is not clearly posted for customers, which is irresponsible performance.

Third, I will complain the D&B customer service for disrespe** and inaction. When I was in the D&B store, I also contacted the D&B customer service department by phone. More disappointed, when I asked for help to deal with this matter, the customer service representative gave me only one option that I trade-in the problematic handbag for only half price refund. This is a more ridiculous solution. The problem is caused by the poor leather quality of the handbag itself. What is more unacceptable, the handbag is not used at all; it has already lost half value only after 2 days. The D&B customer service just fools the customer instead of seriously helping them solve problems.Desired Settlement: Based on above unhappy shopping experiences, I decided to file this Revdex.com complaint for seeking help in order to solve my problem. What I request from D&B are as following:

1. Official apology for my uncomfortable shopping experiences,

2. Mail me a new flawless handbag,

3. $100.00 compensate for the time and efforts I devoted into this matter.

I believe my request is not groundless. Pictures of the leather flaw, receipt, and other materials are available if needed. Thanks for your understanding and consideration.

Review: I received a damaged purse, so I called to see what I needed to do, as the only return process online was through [redacted], to which our town does not have a [redacted] store to take the box to. The lady said to take it to the Post Office and put a copy of the postage paid, and I would be refunded. This purse was returned on January 15th, and was received by an agent at 8:15 am on January 23rd. I have yet to receive a refund on my initial payment of $72.68 nor the postage amount of $17.90. Then, on January 17th, they charged my card for the 2nd payment, which comes to $72.66. I have emailed over 7 times, and finally contacted Dooney by Facebook Messenger to which they replied that customer service would contact me, yet they have not! All I receive is an automatic reply when I email and nobody will respond back. I have all of the correspondence and proof of delivery. They are holding my money, and it will result in a credit card interest charge if I do not pay for the 2nd payment. This is not right, and is very poor customer service. I want my two payments and my postage returned to me!Desired Settlement: I want my two payments and my postage returned to me!

Business

Response:

We apologize for the delay. Due to the high volume during the holiday season processing has been delayed. The customers return was received and credit was processed on 2/4

Consumer

Response:

Review: [redacted]

I am rejecting this response because:They received my return on January 23rd (I have the tracking information to prove this), and as of Friday, February 5th, I have NOT received this credit.There is no excuse for this, and this should have been credited to my card within 5 days. Also, they will not reply to any email I sent, which is poor customer service.When I did call, (after being on hold for over 10 minutes), the lady said that they would refund my shipping as well. I did have a lady call me to let me know that they are processing the refund, and they will mail a refund check to me for the shipping.With this company, and the way they handle their customers, I am not holding my breath.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Revdex.com sent me a message, and there is no message within the body of their email! All it said was that the Revdex.com received my complaint.

Sincerely,

[redacted]P.S. Note my last name is spelled "Steinlage"

Business

Response:

The credit was processed through paypal on 2/4. 72.68 transaction ID [redacted] . Postage reimbursements are processed seperatlely. Customer should receive postage reimbursement within 7-10 business days.

My experience is like a lot of recent posts. I ordered a Briana bag & clutch for my wife on 11/18 as Christmas presents. Clutch arrived quickly, but by early-December was getting worried about the Briana. Called twice over 2 weeks. Though no one could provide a tracking number, I was assured, “It’s on it’s way, don’t worry!” On 12/29 I wrote a nasty email advising them they'd missed Christmas (despite a 24th delivery guarantee) & wanted a status. The only response was Dooney submitting a charge the next day for the bag on my [redacted] account. Emailed twice between then & 1/12 (almost the 2 month mark) and got zero replies. I called today (1/13), raised hell and said I wanted this order cancelled and pointed out their complete lack of professionalism. Never once did Sammy say sorry about our experience or offer anything at all, just that she’d cancel the order ‘Once the systems back up’ since it was supposedly down, and she’d & email me confirmation by EOD. 3 hours later I get an email saying, “Congrats! We just sent the clutch!” which is the item we already have, and that they’re charging me $483 for both items. I send them the email with a sarcastic, “You guys are just messing with me, right? They respond within an hour that it's actually the bag that's on it’s way, and many congrats! So basically they only move when the thought of not getting their money becomes an issue, and discard any status requests you send. My wife will be taking back whatever arrives in the mail and using the money on something nicer and better made at a [redacted] outlet.

Review: I have not received my [redacted] double pocket satchel which I ordered December 1st. I am not impressed with the communication since I placed this order. I decided to order direct from the company rather than another site to ensure I got exactly what I ordered. But now, 43 days later, I've gotten the clutch wallet and no emails or notifications that the satchel had not been shipped, when it would be shipped or the reasoning for the delay. I was concerned that it got stolen in the mail and had to log in to get any information. It just says "not shipped" next to the order. I calleld the company no less than 10 times through the month of December and got a "high call volume" recording with no option to be called back or leave a message. I emailed the company once and I filled out the online form to express my concerns. The emails I received from Dooney include: Order Confirmation, Ship notice for continental clutch on Dec 4th, confirmation of receipt of my inquiry emails with a note stating that somebody would get back to me and 7 sale emails. When I finally spoke with somebody, she told me that it could take up to 3 weeks (This was Dec 21st) to receive the purse. I asked her to please make sure I get an email confirmation of our conversation and any status reports as I had not received any. She assured me that I would get communication from Dooney regarding my order. Here it is December 12th and no purse.

What is so frustrating about this whole thing is that I am not a big purse connoisseur and have never spent more than $30 on a pocketbook but I trusted Dooney[redacted] on this one. I saw this purse at a retail store 7-8 months ago when I was out hunting for one. I gasped when I saw the price because a purse is just a tool for me. It's not a statement nor is it part of my attire. I had spent 2-3 months trying to find just the right purse to suit my needs. When I saw this one, I was bummed that it cost so much because "it was the one". I took a picture and tried it on every now and then. Sometime in November I still did not find a purse that met my needs so my husband told me I should go ahead and buy it. I would be able to use it for years if I wanted. I read reviews, spoke with people who used to sell them for a living and made my final decision on December 1st.

I was willing to wait for a purse that was on back order but to not even get any communication on the issue is just plain wrong, and extremely poor customer service. To date, I've received nothing about my order except the confirmation email of the purchase, and the shipping confirmation of the wallet.Desired Settlement: I would be happy to wait a few more weeks if this purse is hard to come by, but I want to hear from Dooney. They really dropped the ball on this one. System updates, holiday rush, low inventory...none of these are excuses for poor communication and the lack of common courtesy I received from Dooney & Bourke. I am appalled that a company as big, apparently respected, and high end as Dooney, can be so irresponsible with their treatment of paying customers.

Business

Response:

We have contacted the customer by phone.

Review: I purchased an item from this store on 12/22/2014 and paid extra for 2 day shipping, however, my package was sent through[redacted] post service, which extended delivery pass several days. I did finally receive my purchase but when I contacted the company to reimburse the 2 day shipping fee I paid. I was told that the reimbursement would be processed to my credit card. After waiting 2 weeks for the funds to be placed back on my credit card, I contacted the store again to inquire about the reimbursement I never received. I was told that reimbursements would be processed through a check and that I would have to wait until checks were issued. This is disturbing and unacceptable since I completed my purchase online using my debit card and the funds were immediately extracted from my account. Now I have to wait for some undisclosed period until the company is ready to issue my shipping payment that they did not honor. I will never do business with this company again.Desired Settlement: I wish to be fully refunded the $18 amount that I paid for expedited shipping, since my purchase wasn't shipped expeditiously. I would like my reimbursement to be placed on my debit card used for the purchase and I would like to be reimbursed immediately.

Business

Response:

We apologize for the inconvenience caused to the customer. A credit for the shipping was processed on 1/8 and would go back to the original credit card used on the order.

Review: Issue #1 (Order # [redacted]):

-Via Dooney.com, I purchased a Large [redacted] bag in black on 3 DooneyPay installments (per the DooneyPay installment plan, the 1st installment is due at the time of purchase with the remaining installments due monthly thereafter).

-I returned this bag on 18-January-2016 (UPS Tracking # [redacted]402).

-Dooney received and signed for this returned bag on 20-January-2016.

-I phoned Dooney on 5-February-2016 to inquire about why I had yet to received my refund. I was told that they have been backlogged, but that the paperwork for my refund finally began on 4-February-2016.

-The credit apparently was not properly processed because they charged my credit card for the 2nd installment on 7-February-2016 in the amount of $241.64 for a bag that has been in their possession since 20-January-2016.

Issue #2 (Order #[redacted]):

-Via Dooney.com, I purchased 2 Kristen totes in Ivy and Cranberry on 3 DooneyPay installments.

-I returned both bags (in the same package) on 25-January-2016 (UPS Tracking # 1Z[redacted]).

-Dooney received and signed for these returned bags on 27-January-2016.

-I phoned Dooney on 5-February-2016 and was told that paperwork had not begun on this return even though they've had the bags in their possession since 27-January-2016. I was told that a manager would return my call. To date, no one has returned my call.

-Given that they charged me for the 2nd installment for the bag referenced in Issue #1 above, I am very concerned that they will charge me the 2nd installment for this order as well.

To make matters worse, as of 08-February-2016, when I phone Dooney Customer Service at ###-###-####, no one ever answers the phone; here’s my phone log…

08-Feburary-2016

-12:51pm – held for 16 minutes – no answer

-1:08 pm – held for 13 minutes – no answer

-1:40 pm – held for 9 minutes – no answer

-1:53 pm – held for 49 seconds – no answer

-2:00 pm – held for 2 minutes – no answer

-4:06 pm – held for 5 minutes – no answer

09-February-2016

-10:18 am – held for 3 minutes – no answer

-10:22 am – held for 10 minutes – no answer

Note: All call times denoted above are Eastern Standard Time; all calls were made during times when Dooney Customer Service is supposed to be available.

I am very concerned that I will never get my refunds from Dooney & Bourke. Further, I am concerned that they will continue to charge my credit card for the installment payments on returned bags that have been in their possession since 20-January and 27-January. I do not trust their customer service staff to fix this. Therefore, I am logging this complaint with the Revdex.com, as this is the very worst online buying customer service experience I have ever had and I would like to prevent it from happening to anyone else.Desired Settlement: PROMPTLY REFUND ALL MONEY PAID BY ME FOR THE 3 BAGS I RETURNED (WHICH THEY'VE HAD IN THEIR POSSESSION SINCE JANUARY 20 AND JANUARY 27, 2016).

Business

Response:

The customers credits have been processed. Customer should see the credit back on her card within 3 business days

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].As of February 17, 2016, for all money that I paid to Dooney & Bourke, I have received refunds. As long as they don't draft any future installment payments, I consider this issue to be closed to my satisfaction.

Sincerely,

Review: I sent an email to [redacted] on November 23, 2012 requesting to purchase a replacement brass part needed to repair my Cross Body D&B purse (Style 2P857, Color EX). My email included three pictures of my purse showing the brass piece that had unexpectedly popped off the purse and since it holds the shoulder strap in place, the bag is of no use without it. It is now March 14, 2013 with no response. I would like to purchase the brass part but am unable to get a response as to whether that's possible or not.Desired Settlement: See Complaint Text

Review: I made a purchase of $211.86 on 12/7/15 on the Dooney and Burke website using a gift card for $200. I entered the gift card information into the billing area, which confirmed the $200 being applied. As the purchase exceeded the gift card amount I was instructed to enter my credit card information for the remaining balance of $11.86. The following day I received an email from Dooney and Burke stating my order was being processed and only my credit card number was reflected as form of payment. I immediately sent an email to D&B customer service regarding the situation to confirm that my credit card was only being charged $11.86. I received no response. On 12/23/15 I received my credit card bill and I had been charged for each purchase $105.93, for a total of $211.86. I again sent another email to D&B stating my frustration and expectations to resolve the issue. Again, no response from the company. I have sent a third email on 1/11/16 with no response. I am upset and frustrated and beyond words.Desired Settlement: I would like the company to credit my credit card account for the $200 gift card that I used in the transaction. I would also like a response from the company and an explanation as to their poor billing and customer service. Thank you!

Business

Response:

Customer states that her confirmation reflected the full amount. Our records do not show that a gift card was entered. Customer can provide her gift card number and will will issue the appropriate credit and deduct the money from the gift card.

Review: On Monday, 12/8/2014, I purchased an item from Donney and Bourke online during their 12 days of christmas promotion. The item I purchased was $149.00 before taxes and it was a Black on Black handbag. The order number if [redacted], Style # [redacted] - Pebble Grain [redacted]. I received the item on 12/9/2014 and much to my dismay it was the wrong item. (Correct style/wrong color). I immediately checked my order from the account I established on the Dooney and Bourke website and it correctly showed the item that I workder which was an all black bag.

I called customer service on Wednesday, 12/10/2014 and she said that was the item I purchased. I tried to explain to her that, that item I received was not even shown on the website and when I even [redacted] the item number it showed an all black bag. She really could care less about the situation. So I then asked if I would be charged for returning since the company made an error and she said yes. I feel that one, the representative did not listen to me at all, nor did she do what I suggest and to [redacted] the item number or go to the website and see the colors that were offered, which the item I received was not even offered or to try and compensate me for my troubles that the company caused and send me a free return receipt.Desired Settlement: An apology, complimentary return service, and/or correction of the item I purchased.

Business

Response:

We apologize for the inconvenience caused to the customer. The customers item has been received and the account credited. We have issued a reimbursement in the 8.00 to the customer for return shipping cost.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I returned the items with my own money and I did not receive a reimbursement of $8.00, I do not know who they reimbursed, but it was not me. But as far as I'm concerned they can keep the $8.00 at this point, for I will no longer purchase items from this company, which is sad because I have enjoyed may of their products down through years.

Thank you Revdex.com for your support.Sincerely,[redacted]

Business

Response:

The shipping refund was sent to our account department upon response to this complaint. Customer should receive the refund by mail in 7-10 business day.

Review: While on vacation, I purchased a bag at a Dooney & Bourke outlet store in Maine (store location wasn't offered in drop down in previous screen). They mentioned I could ship back the bag if it didn't fit my laptop for a full refund (since I didn't live near by). I got home and sadly the laptop didn't fit and I reached out to customer service to find out shipping information to return bag. I have this documented as it was online chat. I shipped the bag back the same day as per instructions from customer service. I then received a letter around 10 days later saying that I would not receive a refund but instead a partial credit towards a new bag. I immediately called and was told that they needed time to research and would call me back. They took TWO weeks to call me back and unfortunately I was in a meeting. I tried calling back but had no luck and even emailed twice. Another week later, I eventually got ahold of someone who explained that while my bag was returned just fine, since I purchased at an outlet, I had sent it to the wrong address. I explained that the address provided was given by their customer service. They said this didn't matter they couldn't do anything and would send the bag back and they could NOT send back to outlet for me. I explained I had incurred shipping charges, and due to their delay and now exceeded their return policy. Now it is almost 2 months since I've sent back and I still do not have a refund nor do I have my purse. Should I file a police report as well for the stolen item?

In summary, they held my item without my consent and unduly cost me $14.76 in shipping costs. I emailed 3 times, called twice and even though they promised to email me updates after talking to me, they never did. suggested they either crediting me back $251.93 for the item OR send on item to the outlet with explanation as these both would be easy win-wins for both parties.

They admitted the incorrect return shipping address was their mistake (probably only because I had proof) and that the representative gave me incorrect information. Tracking #[redacted] for reference.Desired Settlement: Full credit for the returned item for $251.93

Business

Response:

Customer purchased item from our outlet store on 7/27. Customers receipt

clear state we will issue store credit or exchange within 30 days from

date of purchase. All items must be returned to the outlet with

receipt. We received the bag on 8/19 and issued a letter to the customer stating we could not issue refund for outlet merchandise. Customer contacted us on 8/29 and informed us that she did use the bag and it was too heavy. She then requested the bag be returned to her. We returned the bag [redacted] tracking number [redacted] in which the customer refused the package and the package was returned to us. Therefore we are not holding the customers item without her consent. We attempted to return the merchandise to her.

We can not refunds for items that were not purchased directly through dooney.com as the outlet is a separate entity. However, as 1 time courtesy will will issue the customer a gift card for the purchase price plus tax in the amount of 251.93. Please have the customer indicate whether she will accept this offer. We can not hold the customers merchandise and if we do not hear from her within 15 business days we will once again return the item to her.

Thank you

Review: On 2/9/16, I purchased a [redacted] handbag under the Dooney Pay system, Order # [redacted] refers. I received acknowledgement of the order on 2/9. Since then, I have sent 3 separate emails to customer service requesting information on item delivery but to date I have no definitive response. My final email requested that the order be cancelled but I was told that this could not be done. The first payment was taken out of my account. I will be on holiday from 2/26 and have no need for this bag after that period. Calls to the company's ###-###-#### telephone number have me holding for over 30 minutes without being connected to a human.Desired Settlement: I need the order cancelled and my first payment refunded.

Business

Response:

Customers order shipped UPS tracking number [redacted] and is scheduled for delivery today 2/24

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The merchandise was received.

Sincerely,

First let me start by saying I really like my Dooney bags! I have several. Most have been bought at department or outlet stores and I bought one from [redacted]
I recently (12-5-2015 CST) purchased a bag on Dooney.com, but immediately after sent an email to [email protected] requesting it be canceled. I also called twice the next morning and was assured the order was canceled by two different representatives. A third correspondence, received three days later on 12-9-15, via email from their customer service department, advised that they could not find my order to cancel. This led me to believe all was fine and my order was canceled. NOT! On December 12, six days later, I received an email advising my order had shipped, and my account was charged $321! I called customer service immediately. The rep I spoke with looked into the issue and advised that she did not see anything that indicated I canceled the order, and repeated this statement numerous times. I was made to feel that she believed I was lying. She finally, after an hour, opened a "case" for me and requested I send "proof" of my cancelation. I sent screen shots of my phone calls, and forwarded copies of my emails. Another rep, the ONLY decent rep I encountered, advised that she would re-route the package and credit my account. I was thrilled! Today is December 22, 2015 and I have yet to see a credit on my account. I called back and waited in queue for 30 minutes only to be told my credit would not be applied until the bag was returned. Normally, I would agree with this practice and totally understand it. In this case, however, I do not. The order should have never been processed, my account should have never been charged, and I should not be waiting for a credit 16 days after the order was canceled, and 10 days after bringing this to their attention. A "supervisor" also informed me today that they were "already going above and beyond what they normally do for customers"...REALLY!? So it is normal to process a canceled order after 6 days, charge a customer’s account, and then make them wait 15-20 days for a credit?? If that is normal, then I want nothing to do with Dooney.
As I mentioned, I like my Dooney bags, but this experience has totally turned me away from ever ordering from Dooney.com, and has left a bad enough impression that I may stop buying their bags. There are other quality bags available.
Sadly,
DNG

Review: I ordered a Texas Ranger Dooney and Burke Satchel (purse) and a Clutch (wallet). I received two packages. One contained the Purse/Satchel. The other was supposed to contain a wallet/Clutch. The Clutch was sent in a paper padded envelope. No tape on the package. I opened a padded envelope that should have contained the clutch wallet and it only had packing material inside. there was no clutch wallet. I was to give these to my wife for Christmas. I called Dooney and Burke numerous times and would get a message stating we can't take your call at this time because we are experiencing a high volume of calls. When I did get through, I was holding for 27 minutes before hanging up. I sent numerous emails to Dooney and Burke and never received a single response. I had to search for this wallet on Ebay and finally contacted the Texas Rangers. One of their employees sold me one. I had to drive 1hour and 10 minutes to meet her on Christamas Eve. Dooney and Burk has the worst service I have ever encountered. Rude and extremely unprofessional. I did call and speak with a lady yesterday. NOTHING was resolved. She said she had to ask management. She said she would call me back. I have never heard from her. These people are pathetic and have no customer service skills at all.Desired Settlement: They should refund the money for the Clutch wallet and give e a huge discount on the purse. They have put me through so much crap. Almost ruined Christmas for my wife and I. l want the refund for the clutch I did not receive and a discount on the purse. They should send the clutch in a descent shipping package.

Business

Response:

Customer has been in contact with our customer service department. A replacement was sent to the customer. Customer states they are returning the item for a refund.

Consumer

Response:

It was their mistake. Their service is horrible. Why don't they send me a return label. I have spent over 2 hours with customer service and on hold. I received it yesterday. This company has the worst service ever. I wrote Peter Dooney CEO and he never replied to my letter. Dooney should send a return label. I know why the have a F rating with the Revdex.com. Thanks Revdex.com for your help.Review: [redacted]I am rejecting this response because:Sincerely,[redacted]

Business

Response:

We do have a return label. The customer can go to the bottom of our home page [redacted], under service click on returns. The very first option is returning your product. It explains the return process and start return.

Consumer

Response:

They will charge me for shipping it back to tem. That is 100% wrong. It was their mistake.Review: [redacted]I am rejecting this response because:Sincerely,[redacted]

Business

Response:

We will NOT charge the shipping back to you. If the return label is used for a defective item or a mistake was made on our part, we will not deduct the shipping from your refund. Your account has been noted.

Review: On 1-27-15 8:50 am I emailed Dooney and Bourke customer service about an online order and promotion that was not honored. I tagged my email to notifiy me when the email was delivered and opened. Within 2 minutes of sending the email to D&B, I received a notification that the email was deleted without being opened or read.

My email complaint as follows:

On 12-20-14 at 7:25:16 AM CST I received an email from Dooney and Bourke soliciting a promotion to purchase an e-Gift card of 100+ and receive a free canvas tote and that the offer ended on 12-25-14 at 11:59pm EST.

On 12-23-14 10:57:28 AM CST I received my confirmation email of my e-Gift card purchase of 100.00 delighted I would soon receive my free tote. I called customer service the first week of January to inquire when the free tote would be mailed. I was told the bags would go out that week and the next, they were just now getting to mailing them out.

On 1- 9- 2015 at 9:01:50 PM CST I emailed customer service to inquire about the free tote and as of 1-26-15 I still haven’t received a response.

I called Dooney and Bourke customer service 1-26-15 at 9:45:49am CST and was informed the bags were while supplies last and if I did not receive one by now I did not get one.

I have been a loyal consumer of Dooney and Bourke for years. I am extremely disappointed in this bait and switch marketing scheme during the holidays. The free tote should have been honored up until the deadline of 12-25-14 at 11:59pm EST. I have purchased a Dooney bag from [redacted] in past years and watch your spokesperson on [redacted] who frequently talks about the company, the founders and their commitment to quality and customer service as well as loyalty. It is very frustrating that this company would scam their customers.

When I received my confirmation e-mail ( re free tote bag) at 11:00 am on Dec.23, D& B already knew that the bags were out of stock, but did not tell me so that I could rescind my gift card order. I know this because I received an identical D&B e-mail at 7:23 am on Dec. 24 advertising the $100 gift card, with the exception that there was no mention of the free tote bag. Please send me the tote bag.

I would like a prompt response within 2 workings day that my tote will be shipped immediately.Desired Settlement: When I received my confirmation e-mail ( re free tote bag) at 11:00 am on Dec.23, D& B already knew that the bags were out of stock, but did not tell me so that I could rescind my gift card order. I know this because I received an identical D&B e-mail at 7:23 am on Dec. 24 advertising the $100 gift card, with the exception that there was no mention of the free tote bag. Please send me the tote bag.

Business

Response:

Please provide the order number so we can further assist you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: ordered purse on November 18th 2014. Never received product. Contacted company several times via email never got a response. This was supposed to be a Christmas present but that is long goneDesired Settlement: Please send purse

Business

Response:

We apologize for the inconvenience caused to the customer. The order was processed and purse was delivered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I ordered a Dooney bag in November 2013, it has been on back order for 5 months.On March 17th I received an email stating my bag is no longer available. I ordered a more expensive bag similar to the one that Dooney canceled. See email belowOn Tuesday, March 18, 2014 1:44 AM, Dooney & Bourke [redacted] wrote:Dear [redacted],The Medium Satchel in Black you were interested in has been discontinued. To find a similar item, or other items in this collection, please click here.Thank you for your continued interest in Dooney & Bourke products.Customer CareDooney & Bourke Inc[redacted]On Friday March 29th I received BOTH bags, the one that Dooney said was no longer available and the replaced bag. I called Dooney and sent several emails to them asking for them to pay for return shipping fees and I receive no reply.CS says someone will contact me, no one calls, emails go unanswered.I now want to return both bags due to the poor customers service but I do feel I have to pay return shipping for Dooneys error. These total almost $600.00Desired Settlement: Simply acknowledge Dooneys error and send return shipping labels for both bags.I am so upset over the poor customer service and Dooneys lack of communication I don't feel I should have to pay to return. These bags cost $600.00 total. CLEARLY you can see their error by the email they sent.I am also filing a dispute with y credit card company to stop payment to Dooney until this is settled.

Business

Response:

Dear [redacted]

We apologize for the oversight on our part. We will email you a return shipping label. Please be sure to include the return form in the box to ensure prompt credit.

Consumer

Response:

Please send 2 labels. Due to the poor customer service and the inability to resolve this issue when I called Dooney directly I am sending back both bags.

Sincerely,

Can not believe the bad service from this company!!! I ordered a purse from their web page, it has been 2 weeks and still have not received my package! I've been trying to call customer service for a status being I am only told it was shipped online. After holding for over 30 minutes I had to give up!!! I have also emailed them a few times & no response! Sad being I LOVE my Dooney's but not sure I want to support a company with such HORRIBLE customer service! Really would rather just have my money back!!! DO NOT ORDER FROM THEIR WEBSITE!!!!!!!!

Review: I ordered
Showing - of
Order Details ?
Order Number: [redacted]
Order Placed: 12/20/
Order Status: Being Processed
Shipped to:
Items:
Order Total:
[redacted] Large Barlow
$
Purchased with dooneypay
I received the product on 12/30/and returned Priority mail day on 12/31/I have been told that they are unable to see the status of my return and they cannot give me any information regarding the statusIf you notice above it Still reflects Being ProcessedI spoke with a Eboni W[redacted] today who said her Supervisor Jennifer says the accounts Dept is backed up and they cannot provide updateThey are unable to tell me if my 2nd payment will be drafted out of my account even though the USPS shows product being received on 01/02/I have never experienced a company that cannot provide any information nor show what's going on with a productI would like to have my funds refunded ASAP and be Done with this company All Together.Desired Settlement: I would to receive my refund and not have my account drafted for an item and no longer haveThis entire process has taken a month and I have Never had this kind of issue from a Large Merchant like this before
Business
Response:
A credit in the amount of was processed on 1/19/

Review: My wife received a purse from Dooney as a gift. It was purchased from the Dooney website by my Mother. My wife wanted to exchange the purse because it was the wrong one. It came with no receipt, just an invoice. After trying several Dooney and Bourke stores I was told I had to deal with this matter through the website. When I called the customer service line, I waited 30 minutes to talk to someone. They told me the invoice that I had would be fine to do the exchange, and to mail the purse back. After paying twenty dollars to ship the purse back, Dooney notified me that I needed to send a sales receipt. I now then called the customer service line again, waited another 30 minutes to be told that my Mother was lying, and she did not purchase the purse from Dooney.com because it wasn't coming up in the system. I have spent so much time trying to do a simple task as to exchange a purse for the correct one, and I am not getting any help from the company. What is the point of the customer service if they are no help?Desired Settlement: I would love to have the purse exchanged. The purse my wife wants is the same price as the one I shipped back. It is an even exchange, and Dooney and Bourke will not be losing any money in the exchange. I am not asking for my money back. Just the correct purse is all.

Business

Response:

Customers bag was returned without the packing slip that was enclosed in the box or any information to tie this bag to the purchaser. Therefore, we can not trace this back to the original purchaser at this time. In order to assist the customer, I will need the order number on the packing list and or the name and address of the original purchaser.Attempted to contact customer by phone to no avail.