Dooney & Bourke

I ordered a bag from dooney on Jan 9 2018. I waited to get an email with the shipping and order number information,, never got one. Gave it a few days and started calling customer service. Most calls were just disconnected due to "high call volume", if I wasn't disconnected, I sat on hold for no less than 10 minutes to a half hour,, which is totally absurd, tried all different times of the day. Still have not reached anyone in more than three weeks. Still have not received my bag or even one email. This is the second order from them that I have never received. I was not charged as of yet,, but I wont be surprised if I am down the road. I am a faithful Dooney customer, but I guess I will have to stick to buying from the outlets or ilovedoony.com,, because this company sucks and it is very sad, since it is a great product, so i'm torn between never purchasing again. I want my bag,, I want someone to answer. This was a gift for my mother, for her birthday, on the 12, so she knows about it since I never got the delivery, maybe they should call her and apologize for screwing someone over,,,again. The first order never got a few years back I was told by customer service,, when they actually used to pick up the phone, for many months that it was being shipped, but obviously never got. I was never actually able to get that bag anywhere...So disappointed twice now. This is horrible, and for the price of these bags, they can pay someone to answer the phone. What would the founder say about this, unless of course they are the ones involved, since the company is not that old.

I purchased a product from Dooney in November. Money was taken out of my account to pay for the product, then refunded within a few days. I contacted them and they advised that they put the amount back into my bank account because it did not ship in time, and the money will then be taken out once again once it ships. 3 months later, I received an email from Dooney saying my order "Could not be completed. Everybody makes mistakes. Thank you for shopping with us, here is a 30% off coupon for your next order. I have tried to contact Dooney multiple times over the past few weeks, but I have been put on hold for close to an hour every time. I still have not been able to contact anyone. I have placed my order number in their website to see the status, and it says "Closed". They now have my debit card information in the order, so I don't know if a random few hundred dollars is coming out of my account whenever they decide to ship it, or if they even ship it at all.

I was new to dooney and bourke and placed an order which I was to receive 10 percent off the order for being a new customer and signing up for e mail. I ended up cancelling the order and placing a new one for the same item, when I called to see if I could still get the same 10 percent off the item , after being on hold for about an hour three times in a row I finally got through, they absolutely refused to give me the discount even though It was still technically my first purchase, unbelievable,. I wont be shopping dooney and bourke ever again. I cant believe they were willing to lose a customer over ten dollars... what a way to do business.

MY HUSBAND PLACED AN ORDER ON DECEMBER 3, 2017 AND HE WAS NOTIFIED LATER THAT THIS PARTICULAR BAG WAS BACKORDERED. I HAVE TRIED COUNTLESS TIMES NOW TO GET THROUGH TO THE CUSTOMER SERVICE LINE AND TO NO AVAIL. THE WEBSITE STILL DOES NOT POST THAT THIS ITEM IS BACKORDERED. I HAVE EMAILED AND DID GET ONE RESPONSE THAT IT WOULD SHIP FOUR TO SIX WEEKS. THAT TIME HAS COME AND PASSED. I DO NOT WANT TO CANCEL MY ORDER I WANT MY SATCHEL THAT I HAD ORDERED AND I WANT IT NOW. THIS IS REDICULOUS AND NOT A VERY CUSTOMER ORIENTED ENVIRONMENT. I USED TO LOVE DOONEY AND BOURKE - NOW, NOT SO MUCH.

On January 9, 2018, I received an offer to purchase Dooney and Bourke's "New" Pebble Shopper Bag for $139. The offer was for a wide range of colors and the bag is still offered (the company has changed the stock code; however, the picture, description, and title are identical to the offer). I submitted a *** payment and received a confirmation of the sale. Subsequently, on January 19th, I received an email canceling the order even though the product is still available for purchase on their website. They did offer to sell me the same bag for an additional $60 through the use of a 30% off offer. This sounds like they never intended to sell the bag at the offered price. When I called to try and resolve I was told a lot of people had received the same cancelation notice and they were not going to do anything about it.

When I was paying my *** credit card on 1/12/18, I checked my statement and did not recognize purchases on the statement. I contacted *** and had them cancel the credit card and explained the situation. They suggested I contact Dooney & Bourke. Which I did that same day. I emailed them at 9:30 A.M. and listed the charges that appear to be duplicate and also a credit that I have no idea what that was for. That same day I received and email from Amanda C in Customer Service. She told me to contact them at EST so they could look into the billing details. I have tried numerous times to call that number at different times and different days and all I get is a message that "due to an exceptionally high volume of calls they cannot my call at this time" . I sent an email again to Customer Service as I cannot get through on the telephone. Their response was that would respond to my inquiry within 48 hours. And they gave that same telephone number. I am so frustrated that I cannot get a response from this company.

ON JANUARY 11, 2018 @ APPROXIMATELY 2041HRS. I PLACED AN ORDER FOR A DOVER HANDBAG ON SALE FOR $189.00 - CONFIRMATION NUMBER ***, TOTAL AMOUNT DUE $200.34. ACCORDING TO MY ORDER COMFIRMATION IT WAS DUE TO ARRIVE IN 4-7 BUSINESS DAYS. AS OF FRIDAY 1/19/18 I HAD NOT RECIEVED MY HANDBAG OR ANY NOTIFICATION ON THE STATUS. I CHECKED MY BANK ACCOUNT AND NOTICED NOTHING WAS CHARGED TO MY CREDIT CARD THAT DAY (1.19.18.) BUT, THERE WAS AN INTIAL CHARGE PENDING 1.12.18. THAT HAS SINCE DISAPPEARED.

ON FRIDAY 1.19.18 BETWEEN THE HOURS OF 12-4PM I TRIED NUMEROUS TIMES TO CONTACT CUSTOMER SERVICE VIA PHONE AND RECIEVED A RECORDING STATING " DUE TO THE HIGH VOLUME OF CALLS, WE ARE UNABLE TO ANSWER YOUR CALL. PLEASE CALL BACK LATER.

ON MONDAY 1.22.18 I CONTACTED D&B VIA THEIR CUSTOMER SERVICE LINE AGAIN AND WAS ON HOLD FOR OVER 20 MINUTES BEFORE AN AGENT (JESSENIA) ANSWERED MY CALL. I INFORMED HER I WAS CALLING TO INQUIRE ABOUT MY HANDBAG AND GAVE HER MY CONFIRMATION NUMBER. SHE ASKED ME TO HOLD AND THEN PROCEEDED TO TELL ME MY ITEM WAS ON BACK ORDER AND ASKED ME IF I PRE-ORDERED ? I ADVISED HER THAT THERE WAS NEVER ANYTHING INDICATING MY BAG WAS ON BACK ORDER OR THAT I NEEDED TO PRE-ORDER PRIOR TO ORDERING OR WHEN I DID IN FACT PLACE THE ORDER. I THEN INQUIRED HOW LONG WILL IT WILL BE ON BACK ORDER, AND WHY WASN'T I NOTIED OF SUCH VIA EMAIL ? AGAIN, I WAS PUT ON HOLD FOR APPROXIMATELY 1 MIN OR SO. SHE THEN CAME BACK ON THE LINE AND ADVISED THAT THE ITEM WAS DISCONTINUED. I ASKED TO SPEAK TO A SUPERVISOR AND WAS PUT ON HOLD TWICE BEFORE SHE ADVISED THAT NONE WERE AVAILABLE AND TOOK MY CALL BACK INFORMATION.

MY COMPLAINT(S) IS AS FOLLOWS:
DIFFICULT TO CONTACT CUSTOMER SERVICE VIA PHONE AND LONG HOLD TIMES WHEN YOU FINALLY GET THROUGH.

WHY WASN'T I PROPERLY NOTIFIED VIA EMAIL OR PHONE THAT MY ITEM WAS ON BACK ORDER OR DISCONTINUED ?

I WILL CONTINUE TO MONITOR MY CREDIT CARD TO ENSURE NO CHARGES ARE MADE AGAINST IT AS OBVIOUSLY THIS COMPANY'S ON-LINE ORDERING AND CUSTOMER SERVICE IS "SKETCHY" TO SAY THE LEAST.

Dooney and Bourke charged my credit card two months after my initial purchase from their company without my consent. They charged my card when I made the initial purchase, and then charged me again (lesser amount) but for the same order two months down the road. I sent an email with no response. I called customer service and wasted an hour on hold before I gave up. I tried another time and wasted a half an hour before finally getting to speak with someone who basically told me that they switched billing companies and it was happening to a lot of people. She said that they didn't bill me the correct amount the first time, so they were billing me for the additional amount TWO MONTHS later. Neither sales representative said sorry for the inconvenience or we are working to fix the problem. Both of them sounded like they had just rolled out of bed and didn't not want to hear what I had to say. I am beyond frustrated with this company's customer service and billing!

Re: order #***

I am due a refund of $267.71. The order was for a *** wristlet and the other bag was for an ***. Both bags have been returned; 1 on Dec 8 and the other on Dec 26. I have called Dooney numerous times over the past few weeks and no one can give me an answer as to why I have not been given a refund. No one is willing to help me. I want my money back immediately. I will never do business with them again in life. Customer service is terrible! When the call volumes get high, they do not accept calls and I can't get through to contact them.

I ordered a wallet on Friday the 12th, I called the following day to cancel as Dooney and Bourke have no cancel option on their site (this is ridiculous) and they were closed even though the customer service hours were from 9-3. I called again on Monday morning to be on hold for an hour without anyone connecting my call. I sent two emails to service@dooney to cancel my order and received a response to include an order number. I did so. No response. I sent another email two hours later, and then received an email back stating we cannot cancel this order it is already processing. Really??? I find this hard to believe. I now will be returning this item back to Dooney at a cost of shipping! In addition, I did a return and am in hopes I even get my refund for the purse (wrong color and style). I will never do business with this company again. I cannot believe this is how they treat customers. Just shocking especially in today's competitive market.

False One Year Guarantee
Order online a leather hand bag on 8/31/2017 with a full one-year written guarantee on defects and craftsmanship. I did not use the bag until 12/4/2017 and did not know that the zipper was defective. The leather handbag has a defective bottom stop zipper which pulled apart at the retaining box which caused the zipper to get stuck when open. When I tried to return the bag on 1/9/2018 the customer service agent told me that they could not give me a refund or exchange since it has been over thirty days from the date of purchase; which is contrary to the written guarantee that I was given.

This has been the worst customer experience ever. I order a miller satchel for a Christmas gift and used dooney pay. Once the bag was received, I noticed it was defective. I was told I could wait until March 2018 when new shipment was received or I could order another color but would have to pay full price. The one I ordered was on sale. They refused to give me another color for the same sale price. I returned the defective bag and requested a refund of my first payment and advised them to cancel the order. It was received by the facility on 12/23/17. On 01/08/18 I had to call to follow up on the refund and was told it was processed on 01/06/18 and it would take 5-7 days, This morning I noticed they withdrew the second payment from my account even though the order was cancelled. I called and was told a refund would be issued in 5-7 days. That is not acceptable as this is their mistake, I was told they would talk to billing and call me back. Well guess what they did not call. I had to call again and was told they escalated to the billing department but that they have not heard back from the billing area. Can someone no pick up the phone and actually speak to someone. No that would be good customer service. I was told the money was taken out of my account due to a computer error but no one is willing to do what is needed to get the situation settled to the costumer's satisfaction. I will never order front hem again and will warn everyone else not to. They do not try to even remotely resolve issues to customer's satisfaction. They are HORRIBLE.

I placed an order via Dooney & Bourke Valued Customer guarantee back in November. I have not received my order yet. I have contacted customer service via email and telephone on several occasions with no resolution. There have been issues with actually speaking to someone and when I am able to speak with someone, I'm given a different excuse as to why I have not received my order. I have asked to speak with someone in management and have been denied. Order#

I purchased a *** purse on September 4, 2017 via the dooney.com website. I paid a total of $321.86. It was on a payment plan that ended November 10th. I carried the purse for about a month. During that time, I noticed that the color began fading, and it became discolored. The leather dried out, bruised and the purse looked so bad I stopped carrying it. I called customer service and described the issue. The phone rep told me the 30 day return period was over but since the purse sounded like it was defective, I should return it and they would send me a new purse. The other option would be to give a 50% credit to use toward another purse if I didn't want a replacement.

I recieved an email confirmation that the purse arrived at the *** facility on November 22nd. Although my return was received on November 22nd, I did not get a letter from Dooney and Burke until December 5th which told me I had 30 days to reply. I suspect that means from the November 22nd date on the letter. I attempted several times to call by phone and got a message that customer service was too busy and call back later. When I get through, I've been told the returns department is closed even when it's supposed to be open.

I called December 8th and after holding for 33 minutes got Tyshara (ext ***) on the phone. She immediately tried to tell me to call back when the returns department was open. I insisted on speaking with a supervisor and despite her comments that the supervisor couldn't help me, I was put on hold for another 10 to 15 minutes. When Tyshara got back on the phone, she was rude and told me the supervisor, Jennifer was not in. Tyshara went on to explain to me that it was determined that my returned purse was not defective.

I explained that it was defective and there were other complaints about the product on the D& B website as well as other websites. Even the original phone rep told me that the company had received complaints about the red dye on the ***. After I asked for her identifying information, she said she would pass my number on to the returns department. But first she explained the options I had.

I was told I could Iget a $184 dollar credit but I have to purchase a purse that costs at least $368 which is more than the original purse that I bought. I also could not purchase a sale item. So essentially, I will have to spend more than $500 on a purse that could be defective again.

Tyshara said her supervisor and the returns department would call me back. They NEVER did. I have called multiple times and sent numerous emails. I even reached out via the *** chatroom. I even wrote a bad review which was posted on the D&B website although I was not allowed to talk about the poor customer service. I've received no response from anyone and the whole returns process was supposed to take less than 30 days. We're on the sixth week with no response, no refund, no replacement and no return of the defective product to me.

I've basically given D&B $321 and have nothing to show for it. I'm actually in shock that this has happened with such a well-known company. I have nothing to show for my money and to replace the purse, I'd have to spend another $184. This is the worst customer service experience I've ever had. I can't imagine how many other customers are going through the same thing. How much money is this company basically stealing from customers and not delivering a quality product, encouraging people to return it, then forcing them to spend hundreds of dollars more to get a replacement?

After making an order and being told I would be able to return at a little to no cost imagine my surprise when I need to pay 50+ dollars to return the merchandise.. I contacted the service department asking how to do my return and after two weeks with no response I went ahead and simply shipped it based on the information provided with my merchandise. Now I have yet to receive anything acknolwoidng my return and again after multiple calls and emails it seems there is no one working for costumer service. I need to know what’s going on or at least have someone answer a phone! I cannot believe I ever ordered from your company it was truly a mistake. Worst service I have ever experienced. Also do not send automated messages saying you will respond in a timely manner if you do not have the ability to do it or actually plan on doing it.

Beware of the Dooney.com return policy. It's 30 days. They will refuse to replace or repair your purse after 30 days even though there is supposed to be a one year warranty. They will offer you a 50% credit for the old/defective purse but you must spend the other 50% on a new purse. So if your returned purse cost $400, they will give you a $200 credit but you must spend another $200 for the new purse and it can't be on sale. In the end, you will have spent $600 for the purse. Forget about ever speaking to the returns department. If you don't speak with them in 30 days, they will send the old damaged purse back to you. It's been seven weeks, and I can't reach anyone in the returns department. I also haven't received my defective purse back which looks like I've had it for three years but I carried it less than 30 days. WARNING!! DO NOT BUY THE RED LOGO LOCK FLORENTINE LEATHER PURSE. IT'S DEFECTIVE AND THE COLOR STREAKS AND GETS BLACK BRUISING.

I have ordered a Men's Duffle Bag on October 9, 2017. Received an email expected delivery Dec 25th! Today is December 21 and NO PRODUCTION of product and not until FEBRUARY 2018! WHAT!!
Totally disgusted, false advertising and extremely poor customer service!
Tried calling corporate office to discuss and receptionist hung up on me.
I work in customer service and if I hung up on someone I would be fired, don't know why she is able to do such a thing.
NEVER purchase Dooney again. NEVER!

I ordered a handbag from the website and paid for 2nd delivery. My delivery date is scheduled for December 27th. Despite numerous calls and email to address the delivery problem. I can't get through to customer service. My email was never responded.

I made two purchases for thee purses which one was to be a gift for my mother for Christmas. She did not like two of them and I returned them, paid for priority mail and tracking with insurance back to the company. The first return was for $95.31 and it was received by them on November 30, 2017. The second was for half of $168.62 (I kept one of the two purses for myself) and it was received by the company December 6. I wrote multiple emails trying to find out where my refund was because it typically should take 3-5 days after receipt to be deposited back into my account. I initially received a response stating they received the November 30 return and the refund was issued December 1, and the second was received December 6 and refund issued December 8th. I have written multiple additional emails with no response again from customer service, and, in fact, when the customer service number of is called, you get a recorded message stating they are too busy to answer the phone and to call back later then it hangs up. This has been the case every single time I have attempted a call in the last entire week and any time of day. As I do not have the money back I cannot buy a different gift for my mother and ship it to her because Christmas is now Monday and it wouldn’t arrive in time. And, because I have not received my refunds I cannot even transfer the money to her account because, well, I don’t have it!
I am extremely angry and this is not the first time they have taken forever to issue a refund to me but it is the worst. I will not be making any more purchases from Dooney a& Bourke but I need that money back right now so at least I can transfer money so mother can get herself something for Christmas.
They need to be penalized for this unacceptable business practice! Every Road leads to a dead end and you can’t seem to get your money back - and it cost me, with tracking and insurance that they require to send the products back, almost $50.00 and I haven’t even gotten my refund yet! It’s been 3 weeks! My Bank is filing a claim and seeking the funds back - but there isn’t anything pending on my account so nothing has been initiated. Because I opted for Dooney pay on checkout to split up the cost over 3 mo this, another payment is due on the 21st of December and they better not be trying to take any more money from me when they now have more than what I even owe! I’m so upset I’m beside myself. I am on ***. I have a certain amount allotted every month for things and this month I also had Christmas so I’m dead brok and want my money back now!

No customer service whatsoever.
Bought a purse as a gift, never heard a word, tried to call their *** number NUMEROUS times to here nothing but “sorry high volume, try again later, click” no leave a message at all.
Emailed them regarding status of an item I ordered over a month ago. Customer service rep said “sorry on back order” when I inquired how long, “2/3 months”, she said “do you want to cancel”, of course I ordered the item and would like what I ordered versus canceling. However, I need a date so so I can tell the person I ordered the gift for when it will arrive. She asked over and over, “want to cancel, want to cancel”, amd would giggle, so odd, almost like a threat “I dare you to cancel”
I never expected this from Dooney & Bourke
Last order and or purse I’ll ever buy. I want to make sure as many people as possible know that this company is NOT the same Dooney & Bourke it once was. Spread the word!!