Dooney & Bourke

On Oct 26, 2019, I purchased a crossbody purse on Dooney and Burke website for $129.00. The purse is on sale for$99.00 now. I would like the sale price. I spoke with a sales representative and she informed me that I cannot receive the sale price. I purchased the purse less than 30 days. I purchased it for my mother.

I ordered two Dooney and Bourke handbags on 11/2/2019. When I placed the order did not realize I selected *** when I realized that was the option I choose I contacted customer care to pay off both purchases. I was advised to call back once the order is showing in shipped status. I did and at the time I thought there was a request to pay off my purchase since they had my financial info in my account advised they sent this over to accounting and to wait 24-48 hours. After the time passed contacted due to no payment debited from the account was told by another rep that the request was not sent and to wait for another 24-48 so I contacted them again on 11/12 to check the status. I was informed that they had to send a case request. Was transferred to a supervisor that advised me that they work them in the order that they are received and I advised the supervisor that this was my fourth time calling in and there should be some type of record showing of my request she advised me that I had to wait another 24-48 hours for a resolution and there was no one else I could speak with at the time. I asked for a return invoice since I was going to return the handbags due to such horrible customer service and lack of care for the customer time Jenny the supervisor told me that I could process a request online. Thinking is the best customer service you can your customer after spending well over $600.00 with your company and trying to pay the bill off? Then get transferred to one agent and placed on hold and told again to wait 24-48 hours. How long does someone have to wait to make a payment? I want to request a refund and want to return the product.

Do not get a Dooney bag and think there is a warranty because you will not. Purchased a bag at the end of December 2018 and sent it back due to leather peeling( manufacturer defect). They sent a letter with an amount alot less than what I paid plus to purchase another bag that could not be on sale or an exclusive. I will not be purchasing another Dooney and they also told me that I didn't have any bags registered and have you to know I have registered 5 or more including the one I sent back .

I attempted to cancel my order (***) even though it had not shipped yet and Customer Service stated that I could not and told me to just send it back when I receive it. I asked would it be free returns and Customer stated that it was. When I received the item the label that I received from D&B stated that I would be charged $7.50 so I called and spoke to Customer service a couple of times and they sent me a prepaid label that stated on it not to charge my account the $7.50 shipping cost. My issue is D&B still charged me $7.50 shipping and I want it refunded to my account. I called customer service several more times regarding this charge and I was told that it wasn't approved even though I was told it was approved when I received the new label.

The worst company to deal with..
I purchased a bag for
433.32 never recieved..tried to call
Customer service their lines where down for 48 hours..no type of communication...
Their computers where malfunctioning and they charged me twice for a bag Inever recieved which
Upset my bank account..
Now I am being mysteriously charged for items I never ordered and going through hell with customer service..
Who are unhelpful at best and many cannot speak English in a clear consice manner which makes it even more painful...
NEVER NEVER AGAIN WILL A PURCHASE YOUR PRODUCTS

In August a charge matching a purchase I made last April was made to my credit card but I had not placed an order with the company. A customer service representative told me they had had several complaints about prior charges re-populating. He confirmed that no order could be matched to the charge and told me I should hear from accounting about it. After a couple of weeks with no follow up, I contacted my credit card company and disputed the charge. They reversed it but Dooney and Burke claimed it was a legitimate charge and it was reapplied to my account. I contacted my credit card company again and told them it was fraudulent, resulting in my card being cancelled and a new one issued. This morning I received a notification from my credit card company that the charge had been resubmitted on the old card and subsequently declined.

I am very disappointed in Dooney and Bourke. Customer service should be the life of their business. I’ve been a loyal customer for more than 20 years, and am sad to say, I have made my last purchase of their products because of their poor service.
I returned an item 8/12/19 and it took until 9/27/19 for me to reach anyone in the returns department by telephone to confirm my refund. It’s unheard of for a company to not email a customer that their product has been received and credited. It’s even worse for the customer to have to spend 6 weeks chasing them down for an answer.
Dooney and Bourke has always been one of my favorite companies because their bags are beautiful, and I have always received good quality products from them. However, I am not willing to do business with a company that does not put in effort where customer service is concerned. I can do without them.

I bought a purse from Dooney.com and within two months it was showing excessive wear and pulling at the seams. I did not carry this purse everyday. I returned it to Dooney and their offer was to return my original purse or a credit of $149 toward a purse of $298 or more. No thank you for that "generous" offer as I lose money in this situation. What Dooney is telling me by this is they don't stand behind their product and their customers mean nothing to them. You have lost a customer for life. I would leave no stars if that was a possible category.

I have been a loyal customer for at least TWENTY years, and after placing yet another order on the D&B website, Dooney erroneously charged my VISA $359.71! And I am receiving absolutely no satisfactory resolution from Iris, who claimed she intended to help me. I have now been attempting to get back MY MONEY since September 12....today is the 17th. This has left my bank account with a NEGATIVE balance for several days! Congratulations! You have just lost a loyal customer over YOUR error!

I made a purchase on 9/3.
The charge was pending .... until 9/11 when it was withdrawn from my account - TWICE and a third transaction is pending as of today (9/13)...

I contacted Dooney and the associate, “Georgia” advised that she can see two transactions but not the third and she has to escalate my issue to billing. This apparently consists of sending an email and contacting me back in three business days. Today is Friday, so that means Wednesday. Meanwhile, my account continues to be charged. And, Georgia is unsure if it will happen again. Georgia completely lacked empathy and even snickered a few times when I expressed discontent. I asked for a supervisor and she said “no one is here”. I find it hard to believe and completely unacceptable that a company such as Dooney & Bourke does not have a more efficient customer service process. I even asked for a call back later if a supervisor becomes available. Georgia snickered yet again and said “well there’s no one here.”

She confirmed my call back number and that was that. While I sit, all weekend, out of the money they erroneously withdrew from MY account.

Yea-I contacted the bank, however there is a 72 hour refund delay when disputing a transaction. The other alternative is shutting down my account which is not only inconvenient but stressful!
Frankly, D&B made the mistake and should be more responsible in rectifying their incompetent neglect. Or maybe.... Dooney should launch a fraud investigation within their company?!

After contacting Dooney, I went to their social media/*** page in hopes of help. They are not responsive on the social media platform either. Not to my surprise, I found several others in an extremely similar predicament and they are experiencing the same unhelpful customer service as I. In some instances, the customers used the installment option for payment. I paid in full .... and yet I was charged three times (at once) for one product! Clearly there is a system wide issue and they have zero resolution. I could be more understanding (while still upset) IF their customer service was more empathetic! Now I’m curious if our accounts have been hacked due to their neglect?! It would be easier to understand mistakes happen if their customer service wasn’t so awful!!!

On 1/21/2019 I purchased a *** small satchel online on the Dooney & Bourke website. The order number was *** for $358.28 including $20.28 sales tax. Several days later, I received the product and I was pleased with it until about mid-August 2019 when the zipper began to malfunction by not fully closing, where it now stops and gets jammed about ¾ inch from becoming fully closed. In addition, a small piece of leather material has separated from the edge of the zipper where it attaches to the top of the bag. It does not interfere with the function of the zipper but it is unsightly and indicative of a manufacturing defect. The zipper malfunction is also a manufacturing defect.

The Dooney guarantee states as follows, quoted from the *** website:

"We believe there's only one way to properly craft a Dooney & Bourke product, and that's with rigorous attention to detail and using only the highest quality materials and components available.

Dooney & Bourke products prove their enduring value by improving with age. Everything with our Dooney & Bourke mark is designed and built to provide a lifetime of use and enjoyment.

And that's why we back everything we make with our ironclad Dooney Guarantee. We stand behind the durability of our leather goods and offer an unconditional guarantee against any defects in craftsmanship for a full year of normal use."

Based on the above guarantee and the defects I have described, I felt that my bag hasn’t met the standards of Dooney & Bourke as described above. So on 9/2/19 I contacted customer service and spoke with a representative named “Shania” (not sure if spelling is correct) and explained these defects. I also offered to send pictures, to which she declined. At that time I requested to return this bag for a full refund and she told me this was acceptable and stated she would process this action and send me a return label by email so I can return the bag for a full refund.

On 9/6/2019 I had not yet received the return label, so I contacted customer service again to inquire about the status. The representative I spoke to again gave the name “Shania” and she stated that my refund request was not processed because I was given the wrong information, and she further stated that the guarantee was only 30 days. I asked her if she was the same rep to whom I spoke to on 9/2/19 and if she recalled our conversation that day, and she said she was not the same person. I asked her name again and it was the same name as before. So I asked her, were there two employees with the same name, and she said no, and she wasn’t working on 9/2/19 when I first called. This was very strange.

In any event she did state that the guarantee was only for 30 days. However the Dooney guarantee quoted above from the *** website clearly states there is an unconditional guarantee for a full year. I explained this to her and she argued with me that I could not get a full refund and I could only send it in for repair or get a partial credit for a replacement bag. These are conditions, and the Dooney & Bourke guarantee in fact clearly states it is an unconditional guarantee.

On Sept 7, 2019 I wrote a letter to the President of Dooney & Bourke, Mr. H. Peter D. I did state that if they don’t reply to me by honoring they guarantee with a full refund, then I would report them to the Revdex.com, and the ***.

On September 12, 2019 I received an email response from a Kelley S who stated, “Dooney & Bourke does offer a 1 year warranty against manufacturer’s defects. Within that year, should an item become defective we will offer to repair or replace it. In order to do so, we would need the item returned to us to be inspected by our specialist. You can request a return form on our website at ***.... Once the item is returned, I will have the item inspected”.

I wrote back via reply email that I asked for a full refund and did not request a repair or replacement. I reminded her that the guarantee is UNCONDITIONAL and that it does not state anything about repair or replacement.

She replied back just restating her first response and insisted that I accept a return label and send my bag back for inspection and possible repair or replacement. I do not want it repaired or replaced because those are conditions and the guarantee states it is unconditional.

I made 2 purchases using ***. They are supposed to bill once a month for 3 months. Today they debited my debit card twice for each order. I should have been debited $140.66 for one order and $55.87 for the other order. Instead they debited $140.66, $140.66, $55.87 and $55.87. These were hold pre-approval holds, they were actual debits. I called at 8am this morning and was on hold the first time 45 minutes with no answer and called back and was on hold the 2nd time 1.5 hours. Customer service said their billing system was down and that she could only e-mail the billing department and would call me back. I called again at 4:30pm and was told the same thing. I asked for a superior and supervisor Jennifer was too busy to talk to me. I am out nearly $200 and cannot speak with anyone at Dooney and Bourke. I have spent over $1000 on handbags with them in the last 2 months and cannot get a refund or even speak with anyone in billing. Their customer service is the worst.

Dooney & Bourke debited my account twice causing my account to be overdrawn. When I spoke with customer service they said the charges would have to be investigated which could take 2 business days. Then it may take an additional 3-5 business days for my money to be refunded. That is unacceptable. I have a written agreement with them as to the amount of my monthly payments and I feel I should not have to wait that long to get my money back. The representative that I spoke with was not sympathetic at all.

I purchased a handbag and returned it in completely new condition. It was received by them on August 23, 2019 based on tracking information. I have not received my refund or any communication from them yet. When I contacted them, I was told that "their systems were down" and I needed to call back in several days. I asked the young lady (Liz) why I did not receive an email within 2-3 days of the return being received, as their website states, and she told me that was an error that needed to be fixed. It also states on their website that a refund would also be received within 10 days. Their system being down does not explain why no email was received to acknowledge the item arriving and my refund being processed, nor does it explain why she asked me for my order number. If the systems were down she had no need for my order number - as she would not have been able to do anything regardless. The first time I called, no one answered at all.

Dooney sent me a notice today that they were unable to collect my payment that was due on August 31st, however they did not bill *** until 9/5 and it it currently pending, and was never rejected. They also threatened to send the account to collections, and added this will negatively impact my credit, which is a threat and is stating the obvious. I have replied to them and will cease doing business with them. Their treatment of a regular customer is shocking and they apparently don't realize there are many other companies with which to do business.

I ordered an item on 7/18/19 and received email confirmation of the order. I then received email confirmation that the item was shipped; however, the item was never received. When I contacted them (by email, because I could never get anyone on the phone), I was informed that they had to investigate the matter with UPS and I would hear something from them in 10 days. I never received a word, so I had to contact them again (several times) via email. Each time I contacted them, the status of my order changed. I was finally told on 8/23/19 that UPS confirmed the item was lost and that a refund was processed on 8/20/19 - and that the refund could take up to 10 business days to appear on my account. Needless to say, it didn't, so I'm now forced to pursue the matter with my credit card company. After all of this, I notice that their website does not allow for customer reviews and/or ratings - definitely a reason for this. Never had I dealt with such poor customer service.

I ordered a *** crossbody bag from Dooney and Bourke on sale. When I received the purse it had a noticeable scratch on the front side of the purse. I called them and was sent a return label along with an instructional return sheet. I correctly filled out their form to send me a replacement purse. Then I never received a follow up e-mail letting me know when my new shipment was expected. I called 7 times! Finally I was connected to a supervisor, whom I requested to speak with. I explained the situation and she told me it was their policy to send me a refund since the purse was a sale item! They would not honor my original sales price with an additional military discount! Aren't all their purses on SALE! Never Never Again! Don't know how they Stay in Business!

I returned an item about 3 weeks ago to Dooney & Burke online, they received the item as per the tracking but I continually try to contact customer service so they can credit me a refund or an exchange but no one responds. No one picks up the phone or answers emails. I try everyday and they just do not respond. This is the worst customer service I have ever experienced. So I returned the item I purchased and they have not contacted me or refunded my money. The worst part it they are on auto pay by my credit card and they will continue to charge me. I’m horrified by this. Please help me they can’t just keep getting away with this horrible service. They have 108 complaints filed against them just in a past few months this is appalling.

This is the phone number I keep trying to call *** And this is the customer service email they provide but never get back to you: ***
Please help me resolve this problem.

This issue has to do with not receiving a reimbursement check total $20.86 in the mail (to my home addres) from Dooney and Bourke, Inc. I requested to receive a reimbursement on the shipping cost I spent to ship two manufacturer defective items (handbag and an umbrella) back to Dooney and Bourke in ***. I live in *** and Dooney and Bourke is in ***. I shipped the two manufacturer defective items back to Dooney and Bourke in two separate packages. The first receipt total $17.85 for sending away a handbag back to Dooney & Bourke. Dooney and Bourke Iris R who works in the RA department at Dooney and Bourke said for the first receipt they can give me a reimbursement of $13.00 maximum for that receipt. On the second receipt I spent $7.86 shipping cost. So, $13.00 added to the $7.86 equals a total of $20.86. I still would like my reimbursement check of $20.86 shipped to my home address in ***.
On August 1, 2019, via e-mail I had sent a copy of my two receipts to Iris R who works in the RA Department at Dooney and Bourke. She e-mailed me back and she said she "got it"/ received the e-mail with the two receipts attached to it. I also spoke with her over the phone conversation. Per phone conversation, I was supposed to receive a reimbursement on shipping costs a total of $20.86. I have not received the reimbursement check from Dooney and Bourke. It has been 28 days already.
In addition, I am also awaiting a Dooney and Bourke *** cosmetic case in blue color which is supposed to be shipped out soon on September 2, 2019. I had sent the above mentioned manufacturer defected umbrella back to Dooney and Bourke and in return they offered me an even exchange to get the cosmetic case because it had the same value: $48.00 as the umbrella which also cost $48.00. Along with the exchange, I was still supposed to receive the reimbursement check total of $20.86 as mentioned before.
I hope the reimbursement check problem can be solved and it gets mailed to me soon. I also hope the cosmetic case also comes in soon. I have been a Dooney and Bourke customer for several years now. Thank you for your time. Please notify me.

The customer service at Dooney & Bourke is terrible. I had ordered a bag on a Sunday morning nd within five minutes received the order confirmation. The bag was shipping to an incorrect address even though the address had been changed online before placing the order. There is no customer service on Sundays to make the correction. By early Monday morning, with multiple contact attempts via phone and email, there was not a soul able to help. They could not stop and redirect the shipment to the correct address. Instead they cancelled the order and had UPS send the product back to the factory. I was told I needed to reorder the bag - which was now at full price. They would not honor the sale price (50% off).
AVOID this company!!!