Dooney & Bourke

I placed an order on 2/5. I didn't not receive 2 of the 3 items ordered until 2/20. Now, they are unwilling to except one of the unused items back for a refund because it's outside of their 30 Day Return period. It's okay for them to take 15 Days to delivery my items but apparently not okay to allow 15 additional days to return the new, unused items for a full refund.

I got the *** and purse from D&B. I love my purse and ***. I registered both with D&B as soon as I got them. After a few months, the zipper tab on the *** started falling off, repeatedly. No big deal, I just hooked it back on. The last time it fell off, it got lost before I could reattach it. So I sent it in to the Repair department, as instructed via emails with customer service. They were supposed to examine the item, then contact me to confirm it was a warranty repair, and approximate repair time. Through the US mail. Who does that anymore? Especially considering my initial contact was via email? That's bad enough, but I never even received any kind of communication from them. Ever. Not through US mail. Not though email. Not by a telephone call. I ended up having to initiate every point of contact. After WEEKS of not hearing from them to even confirm they received my ***, I finally got in contact with someone in CS. ***, customer service is completely separate from the repair department, they have no ability to check on your repair, and they have different hours than the repair shop. I kept being told that someone would get back to me. No one did. I had to keep calling. I was starting to wonder if they lost my ***, and didn't want to tell me. After 2 1/2 months, I finally (randomly, since they were supposed to email me the tracking number; They didn't) got the *** back. They just put it in a padded envelope. No note, no "sorry it took so long." I was at the point where I didn't care anymore, I just was glad I got it back. Then I looked at the repair. The new zipper tab they put in wasn't even the right part. It was a completely different style, size, and color than the original. When I emailed customer service about my frustration and dissatisfaction, no one answered me back. Honestly, this is the WORST customer service I have ever received. That's not an exaggeration. And coming from what's considered a "luxury" brand, it's inexcusable. I will never purchase another Dooney & Bourke product, which bums me out because they have so much cute stuff. ***.

Purchased a leather handbag from Dooney & Bourke 6 months ago, and there is an issue with it, and now I will have to return it to the company for repair, and I will have to pay for the shipping, and pay to get the pocketbook fixed. I contacted the company, and this is their "guarantee". Not happy with them, I think they should replace the handbag.

If there was a negative star I would use that one. Like many others who have posted here, I ordered a purse using the 25% discount. Apparently I ordered the wrong color. Tried to exchange it on the website but didn't see anywhere to do so. Made several attempts to call customer service and when I finally got through was told no exchanges just returns and I would have to reorder for the full price. Then sent two emails; on one 2/5/2020 never got a response. Second one on 2/11/2020 still no response. I posted on their *** page about the poor service and also on *** Yesterday they messaged me asking me for my contact information and my invoice numbers. I replied immediately. Then nothing for the rest of the day. This morning I sent them another message and they respond that I have to wait 48 hours to hear back. I replied that they had contacted me so why did I have to wait, their answer" You will be contacted by a customer service representative." The have the worst customer service I have every encountered for a high end company. I am going to write to the corporate headquarters for what it is worth. I don't purchase high end purses this was a gift for my daughter's 50th birthday. Spoiled now.

On 10/21/19 I purchased order number ***, total $1122.16. On 11/2/19 I returned the whole thing. When looking at my credit card statement, they only gave me back $1110.81. They shorted me $11.35

On 10/21/19 I purchased order number ***, totaling $1192.11. I returned the whole order on 11/2/19. My return amount for this order was only $956.18. They kept $235.93.

I purchased order number *** on 11/2/19. This totaled $918.59. I returned most of this on 12/6/19, I kept one purse. The return should have been about (guessing with tax) $724.00. They only returned $663.06. They kept about $61.

The total shorted from all 3 returns is just over $300

I emailed Dooney and Bourke on 1/9/20. The email reply says they will respond within 1-2 business days. They didn’t reply. I called customer service on 1/17/20 since I didn’t get an email reply. I don’t know who I talked to, but she found the return shortage. She claimed she was going to submit this to be reviewed and someone would get back to me in 2-3 business days. I didn’t hear back from anyone. On 1/22/20 I finally got an email reply from my initial email. It simply said:

***,

Thank you for contacting Dooney & Bourke. Please contact our customer service department directly at *** between 8am - 9pm est. Monday through Friday. They can further assist you.

I called customer service back on 1/24/20. Was on hold waiting for someone to answer for over an hour. When someone finally answered, I spoke to Takita. Even though I informed her I had several returns that I needed fixed, she only asked for one return. She put me on hold. Comes back on the like and tells me that it’s only $3 that I am missing. Since return shipping is $7.50, and my first return (***) is only short $11.35, she assumed I was only shorted $3.85. I asked for a manager. She claimed there wasn’t one there. There are a few issues with this. First, the $7.50 return shipping was charged to my card as a separate transaction. So, they are still shorting me $11.35 for this order. Second, even if it was $3, she shouldn’t be mocking me. Since there was supposedly no manager there, she transferred me to a manger’s voicemail, Jennifer ***. The voicemail she transferred me to was full. I called back. I got the same customer service rep, Takita. She claimed that she submitted my return issue to a manager, but she also offered to transfer me to another manager’s voicemail. And, guess what, she transferred me to the same manager, Jennifer ***.

Finally I reached out on Facebook on 1/27/20. I get the occasional reply from them. They said someone will email me, a manager in customer service. The rep I am emailing is Jenny Villanueva. She emails me on 1/28/20 telling me the amounts they have returned to me and the dates they were returned. I reply back with the initial email I sent them on 1/9/20. Gave the breakdown of each order. She asked me to call her, but I asked to continue with this via email. She doesn’t reply. I email a few more times. She eventually replies with “I provided you with all the details I have.” She obviously didn’t read the prior emails I sent with the breakdown of the purchases and returns I made. I type it all out again. Did the math of the purchase and the returns, and broke it all out to each order, then did a total at the end. I sent this on 2/10/20. It has been 2 business days and they have done nothing.

I placed order no. *** on 3/16/2019 and returned the items on 4/5/2019 as I was not satisfied with the quality nor the color of the items. I notified the company that the items were returned several times; however, they charged my *** on August 9, 2019 for a total of $252.13 (40.87 + 40.87+ 50.39 + 120.00). I filed a dispute with my *** on 8/22/2019 after Dooney & Bourke ignored my emails requesting a refund. On November 15, my *** was again charged. On 1/7/2020, I called my *** company who then placed a three way call with Iris at Dooney and Bourke as not only was my *** charged in November for items returned in April, they also started billing and refunding several times on 12/31/2019, 1/1/2020, 1/3/2020, 1/7/2020, 1/8/2020, and 1/9/2020. I explained to Iris that the items were returned and she stated that she would investigate and return my call which she has not done! Additionally, I have emailed the company on 2/3/2020 and 2/10/2020 requesting that my *** be refunded $333.87 which is the current total of charges that they have erroneously charged my *** for items that were returned.

Dooney & Bourke, Ins should be ashamed!
Lack of customer service, lack of respect, lack of quality.
This will be my very last purchase with Dooney & Bourke.
I purchased the Alto Collection- the most expensive purse they offer for $725; I purchased the purse during their Christmas in July sale- this was a birthday gift for myself and I did not open the purse until January 1.2020
Well when I reviewed the content of the purse; I noticed some flaws in the leather- spotting and when you have light spots within a black leather bag, it means that the leather did not dry prior to the color being added.
I returned the bag only to have the Supervisor tell me; there was nothing wrong and after a letter and several conversations; the same supervisor when on to tell me the manger of the (RA)- repair authorization department reviewed the quality and noted this normal wear and tear.
Can someone explain to me what's normal wear and tear if only using the purse from 1.1.20 and I returned it 1.18.20? They mass produce these items and are not checking the quality. So what I know for sure is, since I'm no longer going to keep their business profitable and when they have to downsize due to the bottom line perhaps the supervisor and the manager will remember my name and my RA number.
And to add the bonus, the supervisor stated Dooney & Bourke will refund me for shipping the item and then went on to say only up to $13.00 well that's not a refund; I advised her that the wording needs to be corrected to reflect, that Dooney & Bourke will only pay $13.00 for shipping and then I was told in order to get the $13.00 I had to send proof that I sent the item.
(HOW STUPID IS THAT... YOU GOT THE ITEM, BECAUSE YOU ARE SENDING MY ITEM BACK)
SAY YOUR MONEY... DB HAS LOST A LOYAL CUSTOMER FOREVER

On Friday, January 31st, 2020, I went to the Dooney & Bourke page and clicked on "SALE". There I saw a *** from $138 - $148. The ad showed five colors for the price range, White, Elephant, Black, Olive, and Orange (in that order) + 15 other colors. However, when I clicked on the Black one, the price changed to $238. I called D&B asking why, and I was told that I was wrong. The price range was from $138 - $238, and that the Black was in the $238. category. I quickly snapped a picture of the screen just in case they deleted the ad from their site, and I was right. During my conversation with a supervisor, the ad was deleted. However, I have the picture stored on my phone. I asked to speak with a manager, rather than the supervisor, and was told that I would receive a call within 24-48 hours because there was NO manager available. I have been a D&B customer for years. I have approximately 7 purses. I NEVER thought I would be treated this way by such a reputable company. It has been three days since my phone call and I am still waiting for the manager.

I placed an order back in November 2019 on their *** with an *** card with more than enough limit to buy 20 handbags. For some reason to this day I have been given the excuse that there has been a problem with my order and my payment information can not be processed and that my item is on BACKORDER. I had called & spoken with three customer service reps. since then they all tell me the same thing and ask me for my credit card again which I give them to update.

Last time I asked, "If the item is out of stock why do you have it listed online as being listed INSTOCK online as I just left the site looking for my item that's supposedly NOT INSTOCK?" She said she would go there and update the site but when I went back an hour later it had NOT been updated.

Ms. K e-mailed me on 1-26-20 & told me to call by the time I read the e-mail on 1-29-20 they had changed my status to cancelled. When I placed the order it was INSTOCK & it's an item they continue to carry and advertise on their site. Honor the original order.

I ordered a purse from The Dooney and Bourke web-site on 12/7/19. I never received the purse. After tracking it, I found out that UPS returned the purse to sender because they said it was undeliverable. I contacted Dooney and was told that I would be issued a refund when they receive it. I have never received a refund or the purse. I have contacted Dooney several times by phone and email and have been told I will receive a refund which I never did. I requested to speak to a manager but they are never available.
I have been a long time customer of Dooney but this experience has put a damper on my view of them.

I returned a purse on December 19th. It was received on December 27th. After five calls to the company ( holding for over 30 minutes each time) and two emails to service dooney.com, still no refund. They debit my checking account for dooney pay on time whenever I order from their website, but cannot return my refund in a timely manner! I will never order from their website again.

I ordered a logo lock shoulder bag in ginger online. I finally received a defective bag that was not as it was described. I have called and emailed, to no avail.

Their refund policy states, “When can I expect my refund?
Within 2-3 days of arrival, we will process your return and send you an email confirmation. Please allow up to 10 additional business days for your credit card refund to reflect on your statement.”

This purse was received by Dooney & Bourke on January 20 and no email confirmation and no refund!

My account have been compromised two times. The first time it happened was 2018, a certain person wanted $450 giftcard. Then just today,Jan.25,2020, someone placed an order for $346. Using my own address to get it delivered to. I did not place any order. This just tells me that whoever is handling their customers account, they can just use it to purchase. I will not wait for the 3 rd time to get my account compromised. I do not trust their site anymore and will not shop with them because this happen. Anyones account and information is not safe in their site. This needs to be resolved. I cannot afford to get my info compromised again.

On 12/15/19, I placed an online order for two handbags to be used a Christmas gifts for dear friends that have helped me through my *** journey in recent months. One of the two handbags did not arrive before Christmas or New Years and there was no indication that half of the order would not arrive in a reasonable amount of time. Just after Christmas, I started trying to reach Dooney & Bourke by telephone but the recording kept saying that they were busy and I would have try back again, which I did four more times and never reached anyone.
Order # ***
*** Drawstring
Style Number: ***
Color : Black

On 12/30/19, I filed an online complaint and said I had not received the handbag and could no longer use it since it was being shipped so much later than anticipated. I received a vague response the next day that the handbag had been on backorder (for which I was never notified at the beginning) and would be shipping. I wrote again early morning on 12/31/19 and said NOT TO SHIP THE ORDER AS I COULD NO LONGER USE IT FOR A GIFT. I had already found a replacement holiday gift for my dear friend. Another two days later, I got a response that they had shipped it, despite my three attempts telling them NOT to ship the merchandise so late. I was stunned to be treated so disrespectfully, especially after having purchased 14 handbags from them over the last 15 years from various retailers.

Since I was going back into another *** surgery on Jan 3 and then starting more treatment in early Jan that will continue for three more months, I alerted my mail station (***) that this package had been shipped against my direction. I asked them to look for the company name on the return label as I did not have a tracking number. They said the best thing to do would be refuse shipment and mark return to sender. A while ago, they confirmed that the package arrived at the mail station on January 4 and they refused receipt and returned to sender on the same day.

It has now been three weeks since the package was sent back to Dooney & Bourke and I have not been refunded. I am stunned at how I'm being treated as a loyal customer who is also ***. Kindness and professionalism would have been appreciated since the beginning of this very unpleasant experience. I should be concentrating on healing, not having to deal with this unfairness. I want my money refunded. Thank you.

I returned an item (***). It was shipped via *** back to Dooney & Bourke the next day after it arrived to my house. I checked the tracking link in the original return email and it shows the item was delivered January 14, 2020 and it has this message:
"When can I expect my refund?
Within 2-3 days of arrival, we will process your return and send you an email confirmation. Please allow up to 10 additional business days for your credit card refund to reflect on your statement."
I never received any communication from since I returned the item, no confirmation email or refund information. I have sent 3 messages to them since then and have received no response. It is a week later and I can't get a response to any email. I also tried to call a few times today (January 21, 2020) and could not get through to a person. It says they would email within 2-3 days of receiving the item & they have not. They also have not responded to any communication I have sent them.

Order#

I ordered a bag from them and I have to agree with the other reviews. They have the worst customer service ever. They take your money and when you call in they want to switch you all around to different departments only to find out that they don’t have a manager available to talk to you or one will call you back and they never do.
The one manager that I did speak with name Jennie, she is a lier and unprofessional and very rude. As much as I like their purses I will not be ordering again from them. This is true they make you wait 7-10 days to give you a refund and even in that I still haven’t gotten a refund or a manager to call me back and it’s been over the 10 days that I am required to get my refund.
There service is horrible and I wouldn’t suggest anyone to order from them unless your want the horrible service and frustration that comes along with dealing with them. Ladies you have been warned.

I sent in my purse to be repaired and received a letter stating that they will repair my purse-reseal all the edges- at no charge. 2 months later I received my purse back and the only thing they did was remove the loose trim, so now I have raw, jagged leather edge on the front of my purse. This is an unacceptable repair. I have tried contacting them through email on two separate occasions, which then sends me an error message from their company stating that my message was undeliverable. I then called their customer service number, waited on hold for 10 minutes, and was told by representative that they would put me through to the repair department. The phone rang about 15 times and then said the number was not in service.

I made a purchase from the D&B web site in early December and was very pleased. The items were shipped to me right away as promised. Following that purchase, my email was flooded with sale offers from D&B. After Christmas I decided to take advantage of one of the sales, but instead of charging me the promised sale price of $119, I was charged $138. The bag arrived and is beautiful, but I only made the purchase based on the promised price. I contacted Customer Service by email (no-one would answer the phone) and asked that they simply refund the $19 I was overcharged. Someone named Amanda told me that no corrections could be made to the price post-sale....seriously??? What a scam! My only recourse is to send the bag back for a full refund. I presume they're expecting that I won't send it back - wrong again! I'd rather do without the bag than allow them to get away with lying. I still love the brand, but will only purchase in future from a 3rd party retailed that I know I can trust.

I have placed an order on 12/15/19 as a Christmas gift for my significant other. This order was guaranteed shipping by 12/24. On 12/23/19 I began attempting to call the customer service phone number. They were experiencing a higher than normal call volume and not accepting calls. They direct you the the email, which I have attempted on four separate occasions. These are undeliverable. I continued trying to call every couple days, most recently today. You either get thru and are on hold, or get disconnecting after being on hold for 15-20 minutes due to higher than normal call volume. Since my order is marked shipped with no legitimate tracking info, I would like to either receive the product I ordered, or receive a refund.

I ordered a purse from Dooney online. I returned it because it went down in price, so I reordered it. This was back in December. When I reordered the second time I was told it would arrive by Christmas (per the website). Well that didn't happen, I didn't receive the bag until Jan 9th or 10th. I"still" have not received my refund from the first purchase $100+ $$. They also charged me to ship the first bag back, although I was not charged a shipping fee in the beginning. As of Jan 14th, I STILL have not received my money back after I was told by 3 different CSR's that it was pending. After speaking with another CSR today, she stated that she didn't see it pending. They will want their money for the bag I purchased right on time, but I have a surprise for them. I feel at this point I should be refunded my money plus the return shipping fee for the inconvenience and hassle, and not charged another dime. Also note, I have tried asking to speak with a supervisor and am NEVER able to speak with anyone.
I will not order from this site again and I am definitely going to caution others from doing so!