Dooney & Bourke

I ordered a bag on 2/5/2019 and selected the option for Next Day Delivery, which is a $30 upcharge for, as stated on the website, "usually delivers within two business days of purchase". As of 2/8 (3 business days following purchase), the order status continues to show as "not yet shipped". I phoned customer service and was told that the order has not been released for processing, though no reason was given/available for this delay. The only solution I was offered was that "I'll place it on my supervisor's desk to see about releasing it". When I asked about refunding the $30 charge for Next Day Delivery, I was told that request will also be placed on the supervisor's desk. When I asked to speak directly to the supervisor, I was told this was not possible but the information would be placed on the supervisor's desk. I then asked how I would know this was being addressed and was given no answer, so I requested a return call or email documentation from the supervisor. The representative took my phone number, but I now find myself in the position of having to take a call at an inconvenient time (assuming my call is returned) to try to resolve an issue that (1) should not have occurred and (2) I should have been able to get a direct resolution for during my initial call. Based on the other complaints I've seen on the *** website, I now know not to order directly from Dooney & Bourke in the future.

A customer with an email address very similar to mine made a Dooney & Burke purchase; in their automated email responses to that customer their email algorithm sent those emails to me. These emails included that customer's full name, complete mailing address and phone number, and partial credit card number - information I absolutely should not have. I promptly emailed Dooney & Burke, per their Customer Service email address, notifying them of this issue. I received and automated receipt of that email, stating I would be contacted within 48 hours to follow up; that follow up never happened. It has now been two weeks and I continue to erroneously receive emails from Dooney & Burke. I again contacted Dooney & Burke to have this issue taken care of - they did respond to this instance, however it was to only direct me to a phone number and not actually address the issue. When I attempted to respond to them yet again, my email failed to send - it is obvious to me that, given I have been able to contact them several times before at the same email, they have now blocked my emails.

I ordered a Dooney and Burke purse in November it was a Christmas present from my finance. I opened my gift on December 24th 2018 (Christmas Eve). I had the purse for 2 days and spots appeared on it. I called Dooney and Burke and spoke to Quinton. The call was recorded. Quinton deemed the purse as defective so I did as he told me to do and that was to do a refund/exchange. I kept waiting to receive the new purse and to be issued the refund. I called numerous times to see why it was taking so long to receive the refund and new purse. They kept telling me it was being processed. Well I called again because I still hadn't received the refund or the purse. Finally I spoke to someone who told me that the new purse I had ordered was out of stock in the color I wanted. So I chose another color that I really didn't want but by this time I was frustrated and just wanted my purse. I received the new purse but still have not received my refund for the original purse. So Friday February 1st I received a phone call from Carol who told me that I would not be issued a refund because as she said it was used. Which I did use it for 2 days then the spots appeared. So as it stands, Dooney and Burke will not refund me for the first purse which Quinton deemed defective on a recorded phone call. All I want is to be issued a refund for the purse deemed defective by Quinton on a recorded phone call. I have been given the run around and no one will do the right thing which is to issue a refund for the purse that was deemed defective and returned.

I have returned 6 bags to them with proof of delivery using their labels. These were delivered on 12/4/18, 12/6/18 and 12/10/18. They still have not issued my refunds. One order was *** (Tracking # *** and ***) The other was *** (Tracking # *** and ***) . I have been trying now since December 10th to get my refunds. All I get are excuses and delays. Can you help me, please? Everyone keeps making excuses, with promises of phone calls and credits, or giving me false information just to get me off the phone. Thank you.

I purchased a number of bags from Dooney & Bourke. The first order is Order Number: ***, placed on Dec 15th, 2018. This was 2 bags and one came with a broken strap. I called and spoke to David who told me that I would not have to pay for the return shipping. On their site where the return label is printed it specifically states this; " 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." They have had my bag back since the 10th of January and no credit has been issued. I expect a full credit including the return shipping as I was told due to the bag being broken. And I want it processed immediately.

As a result of that bag being damaged I purchased the same bag, in the same color different leather. I thought surely they would honor the sale price because I received a damaged bag. Not only did they not do that but I was also told that the order would be canceled and not shipped out. I received the bag and returned it. I also expect a full refund on this bag because it never should have shipped. Order Number: ***.
I have a charge on my account for 12.49 and a credit for 126.81, both pending on today's date. I have no idea what that is for because of my amounts for Order Number: *** was $158.94. The amounts for Order Number: *** was $153.39. I need an explanation and credit the correct amounts.

I also returned order, Order Number: *** Order Placed: 1/21/19. I would like this return processed as well, like the site states, " 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 bag is used, it has scratches and scuffs and I should be refunded in full.

At this time I am holding off purchasing anything further from them. Their bad customer service and their policies on exchanging sale items make me no longer want to purchase their items.

I also have contacted cs numerous times and they don't take care of anything and don't seem to care. It's too bad that this company thinks they can treat their loyal customers this way and keep them.

Finished with DB-loyal customer for >20 years. I had the same experience as Daisy, and around the same time period too. I wonder if DB is going under, because my problem was also with delivery. Every other online retailer I deal with provides timely tracking (even with free shipping). The purse I ordered disappeared into the ether. One day it was tracking on UPS and as soon as it went to USPS, gone. I called the local PO and they said that they had nothing for the tracking number which the system did not recognize. Ordered on Jan 11, now Jan 31 and still waiting for my money back. If DB cannot fulfill their orders, that is their problem, not the customer's. This was their last chance. Last August, they delivered the backpack I ordered to someone in Calif. I got her tote here in Mass (how did they manage that? Opposite coasts?). It took them 2 mos to resolve it, and "customer service" refused my request to have UPS to pick the tote up from my home for the return (this after waiting 3 weeks for the wrong bag to even arrive). So I had to lug the box to the UPS store (only because I wanted my money back). Somehow their problems have become the customer's terrible inconvenience. DB stinks. Do NOT buy anything online from them.

Terrible company to do business with they do not stand behind there products at all. My husband bought me this Dooney and Bourke as a gift for $298 about 4 years ago and used it very seldom. The inside lining started to deteriorate and fall apart. Contacted them and sent it back. Their response was can’t repair it they will give me $159 credit to purchase another one that costs $318 or more. What a joke ! Customer service is worthless their products are junk. Better off buying one at Walmart for $25. I will never ever buy anything from this company again.

I placed an order via the D&B website on October 23, 2018 using the *** option. Following a 25% deposit ($64.13) when the order was placed, there were supposed to be two remaining installment payments in the amount $49.41 on 11/22 and 12/22 respectively. On 12/30, I received an email from D&B indicating the final installment of $49.41 was unsuccessful. I corresponded with a Tom E and confirmed the payment method. On 1/3/2019, he confirmed the payment was successfully processed. When I checked my bank statement, I noticed on 1/7, duplicate charges in the amount of $49.41 had posted to my account. I contacted D&B on 1/9 to inform them they had overcharged my account. After receiving no response to several follow up emails, I called their customer service dept on 1/12. In the interim, I noticed yet another charge in the amount of $49.41 pending on my account. The rep with whom I spoke mentioned said that the $49.41 had been refunded and that an additional $49.41 which was showing as $49.41 was only a preauthorization for the refund they were processing. However, that was incorrect. The pending $49.41 actually posted on 1/17! I owed a balance of $49.41; they've deducted a total of $148.23 and have only refunded $49.41.

I ordered a bag during the year end sale and paid extra for three day shipping. When the bag arrived it had actual dents all over the top of it and stains in the leather lining. I called and set up to exchange, I was guaranteed that if they had to credit the bag and then re bill that I would get the same sale price. I saw the bag was received back so I called and was guaranteed it was in the process for an exchange. I called back two weeks later to be told it was credited but a new one was not going to be sent out and they did not know why, I was also charged the return shipping for a defective bag. I asked for the bag to be resent at the original price I paid and I was told they did not think they could do that and put me on hold twice. They then came back and said they could get it sent at the same price but would have to do a manual order so they took my card information again. I did see the authorization placed and asked for an email confirmation but was told no that will come when they actually ship the bag. So now the authorization is gone and there is no charge so I am back to square one. I try emailing them and it errors out and it is after hours to call. I have always been a big supporter of the Dooney brand for many years and have a huge collection. This experience unfortunately may be changing that, so disappointed as this has been going on for a month now....

I purchased an item online from this company. It was my first time purchasing online from this business, which I have purchased products from them in retail stores in person in the past. The purchase was a wallet that was on sale for $69.00. Upon receipt of the wallet, the color was not as expected. I immediately called the company and a representative told me that I could ship it back and exchange it for the color that I wanted. Same identical item, just different color. I paid $7.50 to return the item for the exchange,. After 30 days and I had not hear anything, I called the company. The rep I spoke with informed me it had taken so long to hear from them as they were in a two week inventory process. I asked about the status of my exchange. She indicated that because the other color I requested was "out of stock" that I would have to repurchase the item, and they had already refunded my card! I was in shock! I had been looking at the wallet at various times, and it had NOT been out of stock and was not on that day either. The TRICK to this is, they said I would have to purchase the wallet at the cost listed NOW on the website, and the rep said that is what their company always does! I asked to speak to a manager to no avail. This is trickery and very poor customer service, Why was I told to send the item and back and it would be an easy exchange, and this was not the case. The company misrepresented the process, and there was am over $100.00 difference in the prices. I was not offered any discount, nothing!!!! Unbelievable for a company that I HAD considered reputable.

Dooney products are great but this is one of the worse companies I have ever dealt with. If you have a problem with your order, forget about being treated like a valued customer or like if they even care. One of my orders was lost in shipment and they said they were not going to send me a replacement, or give me a refund until they received the item that it could take up to 6 weeks. How is it my fault they lost the item? And that was not the only time I've had to deal with this type of nightmare with this company. Even though I like their products I will never shop in their website again.

I ordered a purse for my mother for Christmas but decided to return it after I was over charged for it. The purse was returned to the facility on the 21st of December and the customer service agent told me my refund was processed on the 26th of December and I should expect to get it in 5 to 10 business days. Not only have I not gotten my refund, but they charged me again for the product. I called on the 7th of January and the lady I spoke with said I should expect all the money to be refunded by the end of the day. It is now January 8th and I still have not received my refund. When I called this morning, the gentlemen that I spoke with said that my refund had not been processed until the January 7th and I should expect it in 5 to 10 business days and when asked why his colleagues told me it was processed on the 26th and it actually wasn't, he did not give an answer and just said that I should expect it in 5 to 10 business days. So every time I have called, they have lied to me just to get me off the phone. I have never been more disgusted with a company in my life!

I purchased three items from Dooney & Bourke on 11/22, one of which I understood would be shipped at a later date. On 12/14 I received notification that the remaining item was shipped and to date I have not received. My credit card has been charged for the remaining item (charged on the date ordered instead of the date shipped). I have reached out to several customer service representatives and appear to be getting the run around.

On 12/26 I was advised that a trace would be activated and it would be a few days and someone would reach out to me. I contacted the customer service department again today (1/2) and was advised that a trace would be activated and it would take one to two weeks to finalize.

The issue is with the shipping carrier that Dooney chose to deliver the package and not me the customer. I request that the order be cancelled and my monies refunded!

I ordered a bag on November 26 and received it on December 1st. Before 30 days of use, I noticed wear at the corners. I am careful with this bag and have never had issues like this before with any other *** bags I’ve own- even after years of use. I emailed them and they offered for me to send it in and if they find it is a warranty issue, they will fix it. If not, they will keep the bag and offer 50 percent of the purchase price in store credit that can’t be used on a sale item. The policy is extremely bias and I’m afraid to spend the money to send it back only to lose out on over half the money I spent on this bag that I’ve used for less than a month after shipping expenses. After sending an email, I was unable to respond. Their email no longer delivers.

I would love to give a -0 Review. Dooney & Bourke is less than Customer Service. I order a Dooney & Bourke Backpack on-line, on the Dooney-Pay option (3 payments). I was supposed to pay 1/3 of the balance today, 1/3 of the balance in 30 days & the balance 1/3 in 90 days. Dooney & Bourke took the full payment. I call D&B Customer Service Dept. they said: sorry it’s nothing we can do about it.
I will never purchase a D&B product again and I will share this experience with everyone & everywhere I can. I will put a review everywhere I can that Dooney and Bourke Lie and use Trickery....

Was lied about funds being taken out of my account. Then told that even though the error was made on their end I still have to wait 3 to 5 business day for my money to be returned. So I have to wait almost eleven days cause it's the weekend then the holidays Monday and Tuesday

I placed an order online from Dooney and Bourke website, I ordered a *** Satchel Style Number: ***
Color : *** on Dec 9th, 2018. On Dec 18th I received a package that contained someone else's order. I immediately contacted customer service and was told there was an error in shipping and my order was sent to someone else. I was advised that my correct purchase would be sent to me expediated. I was also told they would be sending a shipping label for me to return the bag that was sent to me in error. I called two days in a row informing them the shipment label had not been sent to my e-mail and I have not received a correspondence about my bag that I paid for. On 12/20/18 I was told my purse would not be sent to be until they received the bag they sent in error. Again, I advised the customer service rep I never received a shipment label and asked how they can delay my purchase being sent to me when I've paid for it. I was told I no supervisors were available and when I receive the shipping label and return the bag to call back and they would then send my bag. I believe as a consumer this is inconsiderate to me, I didn't make an error but I'm being punished for someone else’s mistakes. How can you not delivery a product when payment has been received? As of today’s date 12/21/18 no one has contacted me about shipping out my purchase.

I purchased a handbag from *** On ***. Which you have 3 payments to pay for your product. I ordered a navy blue *** medium bag which is so dark that it looks black. Looks nothing like the picture. So I wanted to exchange for another color but was told since I started on *** that I couldn’t. I offered to pay for that bag in full so I could exchange it for a different color and still was told no. I was told I had to return the bag for a refund and repurchase the color I wanted. Now my problem is I brought the first bag on sale and it no longer on sale. So I will be paying a lot more for a bag I already had when they could have exchange it for the same purse just another color. Company to big to have such a horrible policy.

I ordered a purse off their website that was on sale the order went through and said “ open” a few days later it said “ released “ . The next day went to the website to check on the status and it said on back order. When I went back again to check the status it said that my order was “ Closed “! So I called customer service and at first they said that I had canceled the order and I told him that I did not cancel the order and I want to speak with a supervisor. The supervisor came on line and said it wasn’t that I had canceled the order but it was the warehouse that it canceled the order. They thought they were going to get more in let me put in the order and found out that they weren’t getting any more in. Next time I’ll go to ***. At least they have better customer service and have things in stock and if they don’t they don’t advertise it.

I have been a loyal *** customer for 8 years. My best friend got a zip zip satchel from Dooney and Bourke for her birthday this year and loved it so I decided I would buy myself one. I spent time looking through each color and was thrilled when I finally placed my order. I got a longer strap in addition to my purse and paid extra to have the bag shipped in 3 days. When the bag arrived it had a scratch underneath the handle along with a dark black stain, 2 scratches on the bottom trim in the front & the back trim looked worn & used. I was devastated. I called the customer service line and was told sorry it’ll be 2 more weeks to exchange this. I requested to speak to a supervisor because I had just paid extra for shipping and just spent my hard earned money on this purse and received damage goods. The girl on the phone placed me “on hold” and I sat there on the phone for over 10 minutes listening to her have conversations with people in the background laughing. I hung up the phone now very very upset and called back. Next person tells me sorry we can not do anything for you until we have the damaged purse back. All I wanted them to do was after I send them the damaged purse back tomorrow morning, send me one out tomorrow with overnight shipping so I can enjoy the product that I spent my hard earned money on. I work in customer service and this is just not how you should treat your customers. You are holding my money hostage over a damaged good. I had planned on buying a wallet to match with my paycheck this week but now I will be returning everything and I will never purchase from this company again.