Dooney & Bourke

Dooney & Bourke offers a one year warranty against manufactures defects Our policy is to have the customer send the item back to us for inspections We will inspect the item and within days the customer will receive a letter in the mail with their options The customer would then need to call in and authorize repair We ask that the customer include a copy of their shipping receipt and if the item is deemed defective under warranty we will reimburse up to in shipping The customer should return the item UPS ground or insured mail along with their name, address, daytime phone number and a brief description of the problem The address is : Dooney & Bourke Att: Repair [redacted] ***

Thank you for reactivating your card Your credit card has now been approved and your purse will be shipped back to you

First let me start by saying I really like my Dooney bags! I have severalMost have been bought at department or outlet stores and I bought one from [redacted] I recently (12-5-CST) purchased a bag on Dooney.com, but immediately after sent an email to [email protected] requesting it be canceledI also called twice the next morning and was assured the order was canceled by two different representativesA 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 cancelThis led me to believe all was fine and my order was canceledNOT! 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 immediatelyThe 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 timesI was made to feel that she believed I was lyingShe finally, after an hour, opened a "case" for me and requested I send "proof" of my cancelationI sent screen shots of my phone calls, and forwarded copies of my emailsAnother rep, the ONLY decent rep I encountered, advised that she would re-route the package and credit my accountI was thrilled! Today is December 22, and I have yet to see a credit on my accountI called back and waited in queue for minutes only to be told my credit would not be applied until the bag was returnedNormally, I would agree with this practice and totally understand itIn this case, however, I do notThe order should have never been processed, my account should have never been charged, and I should not be waiting for a credit days after the order was canceled, and days after bringing this to their attentionA "supervisor" also informed me today that they were "already going above and beyond what they normally do for customers"...REALLY!? So it is to process a canceled order after days, charge a customer’s account, and then make them wait 15-days for a credit?? If that is normal, then I want nothing to do with DooneyAs 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 bagsThere are other quality bags availableSadly, DNG

We do not contact the customers bank regarding customers cards [redacted] is our payment processor We contacted our representative at [redacted] who looked further into this for us The [redacted] is coming back as a bank decline The *** is attached to the buyers [redacted] account and is marked as inactive on the account So when that card goes through our system, it sees it as inactive They buyer would need to go into their [redacted] account and reactivate the card for this card to work

we need the original order number to further assist the customer The customer has more then order

Customer call into our call center inquiring on returning handbags that were purchased recently Customer stated she was returning a taupe [redacted] hobo and a lavender satchelShe wanted credit for both items [redacted] issued a call tag for *** to pick up both items We received items from the customer, lavender satchel and taupe satchel [redacted] contacted the customer and informed her that we would issue credit for the the lavender satchel However we could not issue credit for the taupe bag because she returned and taupe satchel not a [redacted] hobo The satchel was purchased in December and well beyond our return time frame which is days from date of purchase Customer requested the lavender satchel to be exchanged for a new one The replacement lavender satchel was processed and mailed on 8/*** tracking number [redacted] which was delivered on Wednesday 8/at 10:50am The customer taupe satchel was returned to her in the same condition in which it was received The customer was informed by [redacted] that her taupe satchel would be returned Had the customer returned the taupe [redacted] bag, that item we do not have any in stock and the customer would have received credit on that item

I will wait for the handbag Dooney and Bourke should have sent out an e-mail stating back order- it's a customer service procedure !! Thank you for checking- [redacted] Revdex.com 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, [redacted]

Complaint: [redacted] I am rejecting this response because: I was told that I would receive a REFUND, NOT AN EXCHANGEI never mentioned a hobo, as I do not own oneThe Taupe bag still had tags on it, as I never used itI realized that the leather was cracking along the sides and the lavender bag had a deep cut in the leather The point is that I was deceived Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: On 01/25/Dooney and Bourke received my purse for a refundI tried calling and emailing several times to find out what the status of my return wasI did not get a phone call back until I made a report to Dooney & BourkeNow, I still do not have my purse back and I cannot get anyone at Dooney & Bourke to call me back and let me know what is going on with my purseThe final payment was taken out for my purse on 02/15/I tried calling Kelli on her direct line on 02/16/& 02/23/and left voicemails both timesDooney & Bourke stated on 02/11/that Kelly would be calling me backI am unable to get a hold of Kelly or receive a return phone callI sent a message through Facebook and received a response stating that a supervisor would call me to assist with the problem I am experiencingI received an email from Carol G [redacted] on 02/23/at 2:PM stating that she needed 24-hours to get back to meI have not received an email or a phone call back from CarolI did respond to Carol and thanked her for message and let her know that I was looking forward to hearing back from herI would really like a phone call from someone to let me know what is going onIt is a shame that the only time I am able to get a phone call from Dooney & Bourke is when I file a complaint with the Revdex.com I would like a refund at this pointI am not able to get a hold of anyone without first filling a complaint I am unable to get a hold of anyone at Dooney & BourkeI have left voicemails, tried calling corporate, tried emailingNo one will return my phone call or let me know what is going onI don't want to make a second complaint as this is getting quite ridiculousIf you could provide me any information on who I can contact to have this resolvedI would really appreciate itI have never filed a complaint to the Revdex.com and I have had to file complaints to get someone to call me back Sincerely, [redacted]

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 lineThis purification/ preparation is known as tanningThis is a process filled with several involved steps which include the use of natural tannins, natural oils, vegetable dyes, etcIn 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 experiencedOnce 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

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

We have issued a refund in the amount of We would also like to offer a discount of 20% off any item on our website Please use code [redacted] If the customer would like to return the items, she may do so by going on our website www.dooney.com At the bottom of the page is returns Click start return We sincerely apologize for any inconvenience

Ordering anything from Dooney and Bourke is a complete jokeI ordered a purse from them during the days of Christmas saleAfter ordering, I was told by a family member that I would receive the purse for ChristmasThe next morning (less than hours later) I called at 9:am to cancel my orderAfter waiting for minutes, I was told by a representative that my order had been fulfilled and was already out for shipmentThis was complete bs because I didn't receive a shipping notification for another daysThe representative told me my only option was to return the bag via mail (and not a retail location)On 1/10/I returned the bagIt was received by D&B on 1/16/(I tracked with tracking number)It is now 2/4/and I have not received a refund nor notification that the bag is in their possessionI've called numerous times, but I've had to hang up after being on hold for 30+ minsIn the midst of writing this review, my phone call was answered after minsI'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 weekAfter all of this, I don't ever want to own another Dooney againI also own a Dooney that has begin to bubble after only months! I'm sure I won't even return it because their customer service is so terrible, anyways

Complaint: [redacted] I am rejecting this response because: I did reply to Dooney & Bourke by phone and email (see attached) As the repair was free of charge, no payment was made Sincerely, [redacted]

We apologize for the inconvenience caused to the customer Unfortunately this item is not available

Complaint: [redacted] I am rejecting this response because: The original order number is [redacted] which I have already given to them Sincerely, [redacted]

Can not believe the bad service from this company!!! I ordered a purse from their web page, it has been 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 onlineAfter holding for over 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!!!!!!!!

This is the third and final time I will order through the website I own many Dooneys purchased through [redacted] and [redacted] **Each and every purchase through the Dooney website is a nightmareMy last purchase came in a completely destroyed box Bag was damaged The company's response was to talk to my mailman! No assistance whatsoever from the company to get this resolved so now I need to fight with ***An important note is that before delivery the shipment was marked as damaged (Exception) to be returned to Dooney but then was returned and delivered anywayIt is shocking to me that this company does an excellent job at making beautiful products but is so unsuccessful at customer service

customer was credited on 2/16 in the amount of 219.62

If there was a misunderstanding we apologize Customer has both bags