Dooney & Bourke

Horrible customer service. I won’t write a book about my experience but I am definitely not satisfied with the service nor do I feel like a valued customer. I agree customer service wait times are 45+ mins and I have been given the run around now for a week. I email their customer service and the refer me to the phone number I speak to a customer service rep and they direct me to the email. They over charged my account by $65 almost two weeks ago and I’ve yet to speak with someone who is capable of refunding my money. I will never purchase with them online again.

I purchased a crossbody bag on the *** program where e very day on the date of purchase the payment is drafted via my checkings account from the final payment was deducted from checkings account on 9-11-19 but I was double drafted two payments of 42.13 at which time I called D&B to resolve at which time they said their system was down and I would rec eive a call back but that never happened..so.I contacted my bank filed a dispute against the charges at was found that I had been double drafted for the final payment..out if the lear blue 4 months I have been drafted for two payments on 12/31 and again today 1/3..both for 42.13 each draft I attempted to get the first draft resolved and was told a supervisor would call me back and again that never happened. I am filing a dispute to have these charges reversed..I don't know what is going on and why these drafts are coming g from there as I have paid for the merchandise in full over 4 months ago..I'm done doing business with D&B period.

I ordered a wallet on o#***. I paid $96.60. Before even getting the item delivered to my home, the price dropped to $69. I was PROMISED a price adjustment in 5-7 business days. IT has been almost a month now with no action done. I have emailed you 7 times and called DOZENS of times. Keep getting told to just wait. NOT RIGHT!!!!!! I want my money back. I have WASTED HOURS trying to get to a rep - your average hold time is 20-25 minutes just to get a live person. I just spoke to a man after waiting for 25 minutes, who could not help me so I asked for a supervisor - was dumped in a phone cue and it has been 45 minutes with NO ONE ANSWERING MY CALL!!!!! Your customer service is horrific!!!!!

Customer service is extremely lacking. I have been a Dooney fan for many years but SERVICE after the sale matters. First let me start with I LOVE Dooney. I ordered two items which were delivered as promised and unflawed. Now let me switch to Dooney.com. I ordered a *** guitar crossbody from *** When I received the bag it was clear it was a return. Inside stuffing questionable, no dust bag, thank God there was a registration card. Upon inspection of the bag I found the stitching that holds the leather straps on the underside of the bag which attaches the brass feet was defective. *** CS was more than happy to assist me with a return of the bag. I did not want to do that, as the bag is sold out, so I thanked them kindly and called Dooney CS department, explained the situation and asked if they could repair it. I was informed that if I sent this BRAND NEW BAG in for repair and they found it to be unrepairable I would only receive a 1/2 discount for the purchase price. She stated and I quote( we did not make the money off this bag, *** did so we can make no guarantees)!!!! I was appalled, AND she is incorrect, OF COURSE they made money off the bag, Dooney SOLD it to a *** rep to sell in their store. So buyer beware, if you didn't buy it there even though it is their product you are toast. I wish I remembered her name I would post it here. Because of this ONE bad experience t I am returning the bag to *** where I purchased it and will NEVER purchase a Dooney product again. Service after the sale is just as important as the sale itself. Recently ( in the last month) I purchased a Dooney Cooper Drawstring bag from ***, a Dooney Wristlet Wallet from ***, a Dooney Card Case form ILOVEDOONEY and a Dooney Snap Purse from ILOVEDOONEY AND a Dooney Cameron Guitar Bag from *** that I will be returning. How simple would it have been to have me ship the bag to you and repair and ship back? Your CS department ***..#*** You have lost a 25 year loyal customer since 1995. CONGRATULATIONS.

I am a repeat customer of Dooney and Bourke having made many purchases over the years. I recently received my Order and it came without a storage bag. I have NEVER gotten a Dooney & Bourke bag with out a storage bag. I emailed customer service and got a reply requesting I call them instead. I called customer service and was unable to resolve this issue. I asked to speak to a supervisor and was told none was available, to leave my information and someone would call me back. No one did.

I ordered a purse and wallet D&B. Wallet was received but purse was not. Never received any email as to why the purse was not received. Did some digging and found out the purse was cancelled because the demand was larger then the quantity available. Would not have ordered wallet if I knew in advance that the purse was not available. Now they are charging me $7.50 to return the wallet, even know it was an error on their part.

Ordered a purse for my mother. She loved the style but wanted it in a different color. When I talked with customer service they said that they do not do exchanges. No where during my purchase, at checkout, or on the receipt did it say no exchanges. I asked to talk to a manager, and after 2 phone calls and 5 days I never received a call from any manager or anyone. Iwish I had seen all of these complaints before I ordered. I would give no stars if that was an option.

Terrible customer service.
I ordered a bag was on hold for 45 minutes to change the address immediately and no one answered the phone even after 45 minutes I finally gave up

Won’t ship order, answer phones, or respond to emails

Where to begin? First to state the obvious just the worst customer service ever, and I should know I work in the field! On Black Friday I ordered the *** Crossbody, Black/Black, as a gift, the photo on the website shows it as completely black, including zipper trim, when I received the bag it had red zipper trim, not what I ordered! Called customer they said return it we will send you a free shipping label and we will replace it with the right color. I tracked the return, they received it on the 16th, but I didn’t see the tracking number for the replacement, called customer service on the 19th and was informed they no longer do exchanges even when it is their error, the had no idea why I was told this, they would credit my account, which they did. Now at no time did they say the photo was incorrect or they were selling the stock they had on hand first, not the newer color that I had ordered! I found this out later from Jenny in the inspection department which I called after I reordered the purse and again was sent a black purse with red trim!! For 1/2 of the conversation Jenny acted as though this was my fault, wasn’t the least bit sympathetic and couldn’t guarantee I would get the product I wanted because it would depend on what was in the warehouse and the older stock had to go first!! Apparently the Black/Black is the newer style so when the style I don’t want is gone maybe I’ll get the one I ordered?! I have never heard of anything so ludicrous in my life, nor such a ridiculous explanation so no more Dooney purses for me they obviously could care less about their customers!

Horrible customer service! Ordered a pocketbook on Dec. 16 with "Guaranteed delivery by 12/24". Called on 12/23 for status as I had never received an email stating that the bag had shipped and was informed that the bag was back-ordered...I never received any type of notice letting me know this. No time to find another for Christmas gift. When I asked what their guarantee meant, they said it negated if an item was back-ordered; would have been nice if I had been informed.
The less than stellar associated then disconnected the call. When I called back I was then told that I would "most likely never get the bag as there were many people ahead of me". What kind of order system do they use? I was offered to choose the bag in a different color, which I did, and told that they would overnight it and I would get it on the 24th...right, 4PM on the 23rd and the bag was going to get from *** in 24 hours the day before Christmas? When I mentioned that the customer service rep said "Oh well" and hung up. Have not received email confirmation of the revised order, no cancellation of the original and no refund.
Sad. I love Dooney and Bourke bags but this horrendous customer service has left a bad taste, won't be shopping with them again.

Never received my package. I got a run around and they did not include the unit #.

Ordered in plenty of time, they aren’t responding to emails and aren’t accepting calls. I am so disappointed! Nothing has changed in my order status. I have never been so disappointed in a company. I own over 100 DB bags and accessories. My gift for daughter will not be here as promised on your site day I ordered with guarantee to arrive by 12/24. If it isn’t on my doorstep by 4 pm that date promised, I will return when I receive and will begin the process of selling all my bags and find another “favorite” manufacturer who can fulfill their commitments. I don’t expect a response because of the past few days of unconcerned and unprofessional attitude of your company.

Customer service from hell!
I purchased a bag with *** and didn’t realize by old address was connected to *** and I called them as soon as they opened. Not only were they unwilling to cancel my order they never let me speak to a manager, and they shipped my bag to the old address when I begged for them to stop the order. The bag was left by the front door and I have no way of contacting the new renters and for all I know the home could be vacant.
They then email me (since when I last called I got hung up on before I could even say my name to them) and said because the bag was left at the front door the transaction is complete and they are done with this order and it’s my fault (even thought I contacted them over a dozen times to cancel the order).
I will never buy a bag from them, because of their *** poor customer service and lack of humanity. Ps. They always sign “team” not an actual name of a human being; as if you are speaking to a robot and not a person!

I purchased a satchel which is blue. Dooney did not have the color I wanted for the wallet so I bought red. To match the inside lining of the purse. This was back in October 2019. I have been looking at Dooney and Burke bags for at least 5 years before I finally purchased for myself as a Christmas present. I then noted that they had a passport case and it states Ginger and looks red on the Dooney website so I purchased. When item arrived it is actually brown. Before I called customer service to return the wrong color. I picked out and paid for a black passport. I called customer service and the customer service rep sent me a return label. This label however states they will charge me $7.50 for returning. I understand that they offered free shipping to get me the item HOWEVER the passport online is false representation of red. I called back and explained to another representative that I wanted to talk to a supervisor and before I got a supervisor I had to explain to them the situation as to why I wanted a supervisor. When the supervisor got on the phone she did not address the issue that I felt as though I should not have to pay for the product to go back, instead I was told that because they offered free shipping I had to pay for it to be returned and it was being offered at a "discount" rate to return. Still not satisfied I called Corporare and the individual picked up and again was not sympathetic to my concern and had the nerve to tell me that she actually just got off the phone with the supervisor regarding me. So irritated at this point and not wanting anything to do with Dooney and Burke, the company, support thier name I called customer service back to them to email me just the item return sheet needed for ALL items I have so that I could return EVERYTHING and Ericka stated she would email it to me. We confirmed my email address twice and did not get an email. This was as of December 10th, 2019. Please assist.

On 11/30/19 I ordered a total of two Dooney *** purses (sale price $119.00 each). As of today, 12/10/19, I have not received the merchandise nor have I received shipping confirmation. I emailed the company on 12/2 and 12/7 asking for shipping information. I was told that Dooney and Bourke received the order and I would receive shipping confirmation withing 24 hours. To date, I have not received shipping confirmation from them. My *** account was charged the full amount. This was a special order and I really wanted this merchandise at this price and was willing and able to pay the price. I've ordered from this company before and I've never experienced this problem before. Very unhappy customer and will most likely take my business elsewhere in the future.

I purchased a Dooney and Bourke out at ***, I returned per instruction. This was July 2019. It’s December 2019 and I had No word on my Pocket book. I email with no respond, the mail box was not receiving any more emails. I called customer service and no one have a number to management or anyone to help me. They say they can only transfer calls. I was transferred to the Repair department and Iris said she will investigate and return my call within 48 hours. I did not hear from her. I called customer service after 48 hours, explained the issue again. They tried to transfer but they did not connect me with harass harass told them to tell me she would call me back on Friday, December 6 at 4 PM . Of course I did not hear from her. I’ve been given the run around concerning the repair of my purse.
This is unacceptable .

This company has literally the worst customer service in the business. Never have I ever had a designer company treat a simple fix like I was personally trying to kill their business. I bought 2 purses one I planned on keeping and the other I planned on returning. My fiance liked the style of one but the color of the other. I called to ask about an exchange and Dooney and Bourke apparently will not do this. You have to return both Items and wait 7-10 business days from the time they receive it for the refund. Then reorder the one that you like. If you were to buy something on sale they will not honor that price even if when you call the sale price is still valid. They will not make any exceptions and all they will say is, "sorry there is nothing I can do." Especially during the holidays, this not a company I would recommend. I hope that their company fixes this customer service issue because if they don't they will lose tons of customers. I will recommend my friend not purchase from this company.

I was supposed to have a purse delivered and it never came. Not only did it not come *** supervisors have assured me they never even picked up the package. I was told by multiple employees they were wrong and *** just didn't scan the package and it would be there. Finally I get ahold of a supervisor who tells me there is a claim out and normally they can't do a refund until the claim is closed but given the circumstance she gave me her "personal" number and for me to let her know if it didn't come today and she would close the claim in the morning and give me a refund. Guess what?! SHE GAVE ME A FAKE NUMBER. I want my refund NOW. Completely unprofessional.

My next bag purchased will not be a Dooney and Bourke, even though they have been my favorite brand for about 20 years. Unfortunately they have horrible customer service. I spoke with Iris which is a supervisor, and Jenny which is a manager with their corporate office and they were not able to rectify the issue. Change is good anyway. Finding a new brand to love.