Dooney & Bourke

I pre-ordered a bag online and was given an anticipated ship date of the middle of August. (I had called customer service prior to placing the order and had received a date different than what was provided online.) I called customer service at the end of July to verify the date and was told it wouldn't ship until the mid of September now. Long story short... and after horrendous customer service, my order was canceled and I requested a refund. I had paid for the item two ways; one was a Dooney & Bourke gift card that I purchased using a prepaid *** I had received as a rebate from another merchant and the second was a personal credit card. (You cannot use two different credit cards when paying online, which is why I purchased the gift card.) I requested the refund be processed back to the prepaid *** as I didn't want another D&B gift card. (They have lost a customer for good and I will not be spending another penny with this company...) I was told that's not their policy and they would make an exception but yet when I pressed for more information as to when, the customer service "manager" that I spoke to said they were not going to bend over backwards for me to get this taken care.

I ordered a purse from Dooney and Bourke directly. The bag I received was not the bag I ordered. Instead of not opening the plastic, I made the mistake of opening it to check the tab thinking that maybe it was an honest mistake and the bag was mislabeled. I returned the handbag and was first told that they were investigating the return. After the investigation, they informed me that I had returned a bag that had been used. Since I had not used the bag, I wasn’t sure how that happened. To resolve the issue, they told me to either pay additional money to buy a different purse (the credit amount was not equal to what I had spent) OR I had the option of them returning the used bag to me. Initially, I opted to have them keep it; but after speaking to my husband, I decided to have them return it and I will donate it. I will no longer patronize this company and am sharing this experience for someone else who may have been scammed in this manner.

Placed an order for an IN STOCK handbag, after a couple days I checked the order status and the shipment status said READY. So I thought great, it should be shipping out maybe the next day, but I still didn’t receive an email with any tracking, so I checked the status again and it said BACKORDERED! How does it go from being ready to ship, to not having any at all? It just doesn’t make any sense and it still says the item is IN STOCK! I used the dooneypay for this order, so I’m not sure if they decided that they didn’t want to fulfill this order, since I’m paying for it in 3 monthly payments and also got the bag 25% off. So I decided to cancel my order, because I’m not going to wait 4-6 weeks to see if I would actually get the item or not. But something just doesn’t seem right with this company, I won’t be giving them my business anymore!

5/26/19 I purchased 3 purses under order number *** for $543.75, *** for $268.87 and *** for $218.25. I found *** & *** too small and returned both items. I used the the company's return label and form in the box in a dooney and bourke shipping box. I was only refunded for 1 item *** and not for ***. I don't see how that is possible since each purse had it's own return form in the box. I was charged a total of $756.88 plus tax when the item I did keep was only $268.87 plus tax. Dooney refuses to refund me and states my refund has been applied to the remaining payments for $268.87. This makes no sense. I called on July 1st and the rep would not let me speak to a supervisor but instead put me on hold and stated I would receive a refund for both items. The item I kept plus tax is $287.69 so I should be refunded $469.19 to my credit card and NOT be charged a 3rd payment of $343.59 on July 27th!!!

I’m a first time customer buying from Dooney directly. I ordered a yellow wristlet online. I received an ecru-colored fold-over wallet. Absolutely not what I ordered and not my fault at all. I called customer service a week ago and was first told that I had to pay to ship it back. That is not acceptable since this is not due to my error. Then I was told that Inwoild receive a return shipping label via email within 24-48 hours. No one sent a shipping label and I have tried calling/emailing the business without success. They are ALWAYS experiencing longer than average hold times and disconnect me before I reach a live person. I don’t know what to do at this point. I just want to send the wallet back for a full refund and be done with this business forever- I will never order from them again.

I placed an order on 5/27/19 of 2 of the same purses just different colors as gifts. I paid extra for shipping within 3 days. However, they were shipped as separate items. Neither of them came within the 3 days. However, when I received the first purse it had my name on the shipping label, but inside what a totally different purse- not even the same color with someone else's packing slip included. I contacted the company through email and was told that I would receive a return label by email. I waited 4 days for the label and it never came. So I contacted them by phone, however they didn't have my email address right in the system, but they had it right on my order when it was placed. So I was told that when they received my return my purse would be shipped. I asked that they ship it over night as I paid for expedited shipping and have been waiting on this purse as a gift and was told "they would see what could be done." They received my purse on 6/13/19 and I am still waiting on them to ship my purse. I have not gotten any confirmation or tracking that mine has been shipped. I called today to check the status of my purse, I was on hold for 25 minutes and was then transferred to another department and had to hang up as I did not have that long to wait. I just want the purse that I purchased 3 weeks ago. Once I receive my order, I will remember to never buy from this company again!!

When you pay extra for delivery in three business days, you do not get your purchase until more than one week. This has been a repeated problem with them. This is deceptive! I pay the extra each time for a reason, such as I might not be home the next week. I will not be buying from them again.

A couple of months ago, I purchased a Dooney and Bourke satchel and promptly went online to register it. After filling out all of my information, I entered it-- only to receive a reply that the bag had already been registered. Thinking I made an error, I went through the process two more times, only to receive the same response. I contacted Dooney through a Facebook message where we chatted and came to the conclusion that it was more than likely a typo from one of their reps who was registering another bag with someone else. They sent me a customer service number to call. I called and explained my situation, whereas I was then apologized to and given an email address to write to. I explained my situation-- yet again. For the next month and a half, I found myself calling and emailing and receiving the runaround each time. (The last time I had spoken to an agent, I asked them what I would be able to do if my purse was damaged. She told me that I would send it in-- on my dime-- and that the repair department would have my registration information to base my claim upon. I asked her "I just told you that I've been unable to register my bag because your website has said my bag has already been registered to someone else. So how are they to have my information since the purse is not linked to my information?" She told me that she could not see who the bag was registered to from her end, and reiterated that I would have to send the bag in and the repair department would be able to fix it accordingly to the registered owner. I was gobsmacked at the ludicrous response!) My last contact was with the email address for an update, to which they never replied.
This morning, I noticed that the black sealant that is used to seal the edges of the fabric has been peeling. Unfortunately though, I am unable to do anything about it, as I do not have a warranty with the bag since I am unable to register it to my name.
I am extremely dissatisfied with the quality of both the workmanship and customer service Dooney has to offer. Had I known that this would be my experience with them, I would have never purchased anything from them at all.

I never fair well with DOONEY AND BOURKE of the two times I have chosen to “***” for an item. I ended up this time being double billed and being met with a rude receptionist at 10:30am on 6/7/19. I’m so disappointed because I love the *** bags that they produce. However, I will not stand for rude representatives and being charged twice, and in full for a singular item.

DOONEY AND BOURKE ILLEGALLY AUTHORIZED $500 FROM MY BANK ACCOUNT FOR A $192.00 PURSE THAT WAS RETURNED. THEY HAD A "COMPUTER GLITCH" AND MADE THREE AUTHORIZATIONS AGAINST MY BANK ACCOUNT BETWEEN 4-1-2019 AND 4-26-2019, OVERDRAWING MY BANK ACCOUNT AND LEAVING ME WITH NO ACCESS TO MY FUNDS - - INCLUDING OVER THE EASTER WEEKEND. I MADE NEARLY ONE DOZEN PHONE CALLS, EMAILS AND ON-LINE REQUESTS TO CLARIFY THE PROBLEM. NOTHING. THE PURSE WAS RETURNED SIMPLY BECAUSE OF THE COMPUTER "GLITCH." D&B ACKNOWLEDGED, IN WRITING, RECEIPT OF THE UNUSED ITEM ON 4-25-2019. ON 4-26-2019, THEY MADE A THIRD ILLEGAL AND UNAUTHORIZED WITHDRAWAL FROM MY BANNK ACCOUNT FOR $192. A CUSTOMER SERVICE MANAGER, "JENNY," CONTACTED ME ON 4-29-2019 AND STATED THAT "ACCOUNTING WOULD REFUND THE ACTUAL $192 WITHDRAWAL AND IT WOULD APPEAR ON 4-30-2019." THE FUNDS HAVE STILL NOT BEEN RETURNED. THEY ARE LIARS AND CHEATS.

Hello:

On Sunday, 3/31/19, I ordered a purse through the D&B. I had previously updated my address. But when I got sales confirmation, I noticed address was wrong.

I immediately sent an email to D&B alerting them of the problem. I did not get a response from them. I called them the next morning. After a few hours of talking to different customer service reps, I was told that they could not change the shipping address. Of course, I asked them to cancel the order. Order number was ***.

Instead of applying the credit to another purchase, they said they'd have to refund me the money. They also said it could take 7-10 days to receive a refund. They also said I could not use the discount I used in this order.

It took them 5 days to refund the money on my card. I had to push it through ***. Otherwise, the purchase would still be pending in my *** account.

I was surprised by their uncaring attitude when handling this. I had to keep checking back on the status as no one kept their promise to call. I feel if D&B wants to sell high-end purses, then they need to improve their customer service.

I repurchased the same purse. I hope it will work out better this time around. Thank you.

A sponsored advertisement for Dooney & Bourke came up in my news feed yesterday offering 15% off for students. I clicked on the link and ended up making a purchase with the 15% off code. When I returned to my news feed, I found an ad for 20% off Dooney & Bourke with code ***. I contacted Dooney & Bourke for a price adjustment and told them that if they could not adjust the price, they needed to cancel my order. I got a response back that they cannot adjust because of the payment method and it is already processing for shipment so they won't cancel it and I would have to return it. After reading the numerous complaints on the Revdex.com website about customers not being credited for refunds in a timely manner, I'm not going to want to do that either. My concern is that with the sponsored ad, they are intentionally overcharging by not showing the better promo to students, teachers and military who click through the sponsored ad like they do for others who are not. In reality, they are overcharging students, teachers and military as compared to other customers and that is wrong.

I bought 2 purses, packaged and delivered separately. 1 was received and not the other. Checked my email and the second purse also said delivered and 5 days had passed and the purse couldn't be found. I contacted *** who found the bag was delivered to the wrong house and advised me to contact the sender since the likeliness to recover the purse was slim to none. I contact Dooney and wait patiently for a week (this makes 2 weeks from which the package was delivered to the wrong address). At this point in asking them to reship or refund my money, *** is saying the package is lost and Dooney hasn't contacted *** if they did why am I required to wait an additional 2 weeks for them to try to recover a package that was delivered to the wrong address.
1. the wrong addressee has opened the package at this point
2. I don't want it if it has to be recovered
The customer should not be liable if *** has said they delivered to the wrong address. You have your funds, I don't have my package and have to wait until you are comfortable to return my money. TALK to *** if the package is recovered have then return to sender I don't want it if someone else has opened it and licked on it, and resend the package simple, right? No, the process is make the customer wait.

I assumed based on the "Brand" that I was dealing with a reputable company but based on the complaints listed to date, either this company had some major in house issues during Christmas or the Holiday season or they have a practice of not issuing refunds. I made a purchase at *** in December 2018 and was only charged for one item although two items were shipped (both a handbag and a wallet) due to issues with card services. In good faith I returned both items using the D&B return labels. As of now, I am still trying to receive a refund of the amount I was charged. I have spoken to customer service every 2 weeks since Dec. 18 and they reply with the same response, "they can't see that it has been processed yet they will send for it to be done". Once they told me they can't tell that the items were returned. I asked for a corporate number which apparently is only a receptionist available and I asked to speak with accounting myself. I am still trying to get my refund and it is now March 2019!

This company consistently delays refunds on items that are returned. They are rude when you call to ask what is going on with your refund. They ignore anything you say, they talk down to you like you are an *** and they refuse to help solve the situation. You are at the complete mercy of their uncaring and rude "customer service" individuals. The managers are even more rude and disparaging than their employees. I have had to constantly call this company to try and receive my refunds after a return, even after waiting over 2 weeks (10 business days) for my money. After calling them, I'm told I have to wait even longer because of some issue or *** that they make up and I have no recourse of getting my money back, other than to wait however long it takes. This is unacceptable. I'm not sure if what they are doing is illegal but I know they definitely do NOT always follow the return process they explain on their website. Buyers Beware.

I placed an order on 3/4 order number ***. The item was ***. After my family losing everything in a flood last year and working really hard to get back on top I finally bought myself a gift. Item number ***. I paid for premium shipping and days go by with no shipping information. I call and I'm constantly told we are still in the 24 to 48 hour processing time. And I correct them and say no tgat has passed where is my order to get it is with the warehouse for processing. I finally get somebody who says its no longer manufactured and we are completely out in the warehouse. After I asked for my refund she apologized but now I'm stuck
After everything we went through and going through *** to put it back together to finally get excited to make myself smile for the first time in nearly year to be completely lied to and disappointed by this company. The only wallet that comes close (not really) is more expensive. Do am I supposed to eat eat the mistake made by the company?

I purchased wallet online from this company. I have purchased products from them in past from retail stores. The quality of this wallet was not good and description on line was not specific. Wallet was returned the next day and 7.50 return shipping was deducted from my account. To this day I’m still waiting for a refund of 128.00 plus tax. I have called and tx but have had no luck getting my money back. Oder number ***.

I WOULD NOT RECOMMEND THIS COMPANY NOR WILL I BUY FROM THEM AGAIN.

I purchased a purse on *** December 12, 2018. I called to get a return label & was told that I would get a full refund. I mailed the package back on January 15, 2019 & the company received it on January 18, 2019. The full purchase amount was 237.44 minus 5.00 shipping fee. After almost a month the final *** installment was taken out of my credit card Febuary 11, 2019 in the amount of 73.00. I have made muptiple attempts to get my refund, with out sucess.

I previously filed a complaint regarding failure of delivery and lack of responsiveness to my calls, messages, and email to customer service.

Yesterday I received a message that the company responded to Revdex.com, was shipping my item to be delivered today, and waiving my expedited delivery fee because the item was not receive when expected (2/8 at the latest). I prematurely accepted this response from the company.

I did not receive the package as expected, and according to the tracking number provided by the company, as of 4:30 Eastern, the company still has not even given my package to ***. I have not received any communication from the company about the delay, similar to what initially prompted my first complaint. Additionally, the expedited shipping fee that was supposed to be credited back to me has not shown up as a credit on my account yet.

I placed an order for one handbag with *** on 2/7/2019. The first installment was set to pay at $75.02. The charge hit my bank account in pending status and I awaited my order to ship. I received a confirmation email of my order confirming one handbag with first installment payment at $75.02. Upon checking my order status on 2/11/19, my order and documented installment payment had doubled. I contacted Customer Service and received the following response: “Yes, you only ordered one purse but we’ve shipped two and your first installment will be charged for two purses in the amount of $150.06. I see that you’ve only ordered one purse and I don’t know what happened but there is nothing I can do about it. You will be charged for both purses and you will need to call us back when you receive them”.
My complaint is that this company has shipped me additional product and will charge me for it without my consent. The charge that will hit my bank account will be an UNAUTHORIZED CHARGE which I question- how is this legal? I didn’t think it was legal for a business to take it upon themselves to send unordered product to consumers and charge them for it without the consumer’s consent.