Dooney & Bourke

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

Complaint: [redacted] I am rejecting this response 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, [redacted]

We will gladly accept the return of any product for a refund, provided the merchandise is unused and in restockable condition To return a product, please use our return form to create your shipping label and packing slipThe return request is located at the bottom of our webpage under returns, start return The packing slip provided must be included in your shipment to properly process your returnTo ensure effective processing, please be sure to include as much detailed information as possible including order number, product name, style number and reason for returnAlso, please provide an accurate email address and phone number so we can contact you if neededWhen you exchange an item, you will be refunded the amount paid for returned products at the time of purchase and charged for the new product at the current price at the time of your exchange Therefore, for faster service we suggest retuning the item for a refund and ordering your replacement online We sincerely apologize for any inconvenience caused to the customer

Complaint: [redacted] I am rejecting this response because: On 2/2/ Dooney withdrawn from my bank for the amount of Please Dooney stop lying and look further with your system If you look further in your system you will actually see how much money you've received verses the money you returned This is to much for me to handle and is stressing me so much that I have to deal with this Please look at closer into your system And also one of your Rep did clarify with me that you received more money and did indeed withdrawn the last paymentPlease this is stressful enough and you're company is taking so much of my time and energy and the time for my children This is way too stressful You've issued a refund to me for the amount of and you have received Please a multi billion company do your research and resolve this problem Thank you! Sincerely, [redacted] ***

Unfortunately this item is discontinued We will not be getting any of these in At this time, we can offer the customer 30% off the retail value of any item If the customer would like this offer, please let us know and we will forward the one time code

Complaint: [redacted] I am rejecting this response because: it does not address my complaint Dooney and Bourke continued to offer the item that I ordered for sale for an additional $for four additional days after I placed my orderIt was still discounted and sold at a lower price than the original It's not surprising that it was "sold out" by the time the company finally got around to my order Therefore, it appears that the original offer made at a lower price was simply a ploy to generate interest in the item and then to offer it for sale at a higher discounted price I believe this is called "bait and switch" Essentially the company has chosen not to address this issue--simply to reply "item is not available" If this is business as usual for Dooney and Bourke, it should be investigated by the state [redacted] in addition to the Revdex.com The response continues to demonstrate that the company's attitude toward consumer satisfaction is virtually non-existentPlease post my response so that others know that Dooney and Bourke is not a trustworthy company with which to do business Thank you Sincerely, [redacted] ***

Complaint: I am rejecting this response because: Sincerely, [redacted]

We apologize for any inconvenience to the customer Items will allocate to a customer when the item is paid for Putting an item in the cart does not hold an item The item will come down when we are sold out This is why the customer could not find the item.Please provide the style number you were looking for It is possible we can find something comparable or in a different color

Complaint: [redacted] I am rejecting this response because: During that time Dooney Bourke was running the sale there was another bag that I was also interested in but, by the time I decided it flagged me as "SOLD OUT" But, with the bag I ordered, no problem The sale went through, paid for the cost of the bag plus tax, and shipment costPromised delivery was within to days This was the only gift I bought myself for the Holiday I was so excited for getting the chance to purchase the bag at a great priceMy first disappointment was it never arrived by Christmas then, after almost two months of waiting only be told that it is out of stockVery heartbreaking! Sincerely, [redacted] %

Complaint: [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"

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 I had the pleasure of speaking to Ms [redacted] she was very kind and resolved my issue in a very timely manner I sincerely appreciate her Sincerely, [redacted] *

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 to the customer for return shipping cost

Please provide the order number so we can further assist you

In examining [redacted] bag, there are some worn areas on the corners of her bagThe bag is in excellent condition otherwiseI 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 [redacted]

Thank you for the updated information The bag was returned in January The bag was inspected and beyond repair No defects were found by our inspection department A letter was sent to the customer with the informationWe do not have sufficient space and it is a liability to hold customers merchandise Therefore we have a day policy on holding items We did not hear from the customer and the item was returned We remove the original letter sent with the item and file it for our records On 4/the customer called in Customer stated she was moving and will return the bag On May 27th the customer called and was informed all of the above information Customer was also informed to return the item along with proof of purchase to show item is within the warranty period and we would reinspect the bag Customer states she paid cash A guarantee card is included with all of our items and we do not have the warranty card on file to show the date of purchase Without a receipt we can not determine when or where the item was purchased Therefore we offered the customer our valued customer trade in program, which is half the current retail value to apply towards a new item of equal or greater value Customer can either provide proof of purchase or send the item in and take advantage of the trade in program

We apologize if there was any confusion Again, the sale item will only come down when an item is sold out and no longer available Any item still available for sale was on the website until 11:59pm Any items that were still on stock from each day were offered on day If you would like to provide the item number we would be happy to assist you in purchasing something comparable at the sale priceWe apologize if there was any misunderstanding with our customer service rep

For what supposed to be a supposed to be a classy, sophisticated business, they has the absolute worst customer service! Placed an order 1/22/ Called in to customer service the next day to check status because my friend and I ordered similar items at the same time and she had already gotten shipping confirmation 1/23/ I was told at that time that order was in "progress" Still there was no status information on the D&B site, which was concerning I sent emails that went unanswered and made a total of phone calls in which each time I was told their system was down at the time Well, days later I am finally told item is on back order and can take 2-weeks to process Agent advised they do not send out any type of update when that be the case, you are advised if/when you call in Agent advised credit card would continue to "reauthorize" until item is shipped It would not be so much of an ordeal if this wasn't a gift and I was expecting it in a timely manner I definitely expected more from what I "used" to consider to be a high-class business!!

The gift card was purchased as an e gift card which was done online The purchaser of the gift card disputed that charge with her bank Stating she did no authorize the charge Dispute was granted by the bank The gift can not be used at this time or refunded Customer has spoken with several reps and a supervisor and was informed of the above

Complaint: [redacted] I am rejecting this response because:I have not received an email proving the order was cancelled and the order on the website does not show it has been cancelledThere is still a charge of $on my debit card Sincerely, [redacted]

Revdex.com:
From: Olivia *** [mailto:***@yahoo.com] Sent: Friday, February 02, 12:PM To: Revdex.com Info Subject: Refund I received my refund from Dooney and Bourke yesterdayIt was annoying to be made
to wait and to have to stay on the phone endlessly, but the refund was deposited back into my account in full. I thank you very much for your assistanceI do believe I received the refund because of your assistanceThank you ever so muchHere's hoping I will not need the help of your expert assistance too soon