Dooney & Bourke

I was contacted in regards to overdue invoices nearly 7 months after the fact by someone named Tom in billing. He was very adamant that money was owed to the company. purchases were made in 2017 with their 3 month easy payment plan that they automatically send for payments with the card used for the purchase. after I sent proof to him, the bank statements documenting the purchases, he has repeatedly refused to unblock my account. he has also blocked the account of my sister who lives with me and has nothing to do with our dispute. I have made multiple phone calls and spoke to multiple customer service rep and 1 supervisor and have received no resolution. I spent time pulling up my bank statements to search for the purchases as I know I did not owe the company as I had never been contacted by anyone at the company until he called. his last communication after I sent the bank statements was to ask for credit card info with no explanation as to why he needs this information that they had originally when the purchases were made. I feel he is being unfair and unprofessional. I felt I had to do his job by finding the proof of payments and when I sent him this proof he could not accept that he was wrong. in one of my phone calls a rep did attest to the fact that they were having some issues with their system in nov and dec 2017. I assumed maybe the payments may have fallen off. if that was the case fine but I sent copies of my bank statements showing the payments to them and he still refuses to unblock my and my sisters accounts. when I sent proof this issue should have been closed

I placed an order 09/11/18 and paid premium shipping for two items to be delivered in three days.
I received one item, the second appears to be lost. I've called several times about the lost item with no resolution. Each time I call, I get the same customer service rep who seems irritated and unwilling to help. *** investigated, a claim was issued, and I want a refund.

I am filing a complaint about a purse that I bought less than a year ago. The purse was only used for less than 1 month and then the purse's leather started peeling. The purse also had very low quality stitching which in turn ended up with one of the tabs getting torn. The quality of the purse was way lower than what I expected due to manufactured defect in the actual material used. I contacted Dooney & Bourke regarding their 1-year warranty and they told me to ship my purse which cost me $22.06 by ***. A week later I receive a letter RA# *** with their response was that they will give me a credit of $99 to purchase an item of more than $198 and that I needed to reply within 30 days. I have been back and forth with Customer Service leaving messages for the 'repair' department to call me back and nobody does. I am not in a position to purchase another bag of more than $198 because they wont stand behind their warranty. This situation is very irritating for me as a consumer and it is very unfair that they would force me to spend more money in buying a new purse from a company that lacks quality and that do not take ownership of their products. I need a full refund of the price paid for the purse or a replacement of my purse under warranty, and a refund for my shipping fees payed with no obligation of spending more than what I paid initially for it.

I purchased a Dooney & Bourke handbag in May, 2018, from their affiliated online store, ***. That online seller is advertised by Dooney & Bourke, and also advertises that the handbags are covered by D&B's one year, "unconditional" guarantee against defective leather on the bags. Within several weeks of light use, in late June, 2018, the leather shoulder strap began to fall apart where it was attached to the bag. I contacted *** and was told to contact D&B. I contacted D&B and was told I had to pay to send the bag to D&B where they would take 6 - 8.weeks and would let me know if they would agree to repair the bag. I asked for a refund as I had only bought the bag six weeks before it started to fall apart, and D&B refused, telling me 1. They never refund after 30 days under any circumstances, 2. Because I purchased through the online store (which they advertise as being one of their two online stores on their official D&B website) they would never refund me any money even if I received it defective and returned it immediately, and 3. They never send a return, postage paid label, and I would have to pay for it myself ($17) and hope to get a partial refund if they decided the damage wasn't caused by my own fault. They got the bag and eventually sent me a letter saying they would repair the strap, but sent me no postage reimbursement. I had to hound them to get a $13 (their max) postage refund, but I believed I was entitled to the entire postage amount, so I requested the additional amount. They refused, and I filed a complaint with the *** AG's office. Eventually I got the additional $4 refund. It took them over 8 weeks to get the bag back to me, "repaired," but I found that they had simply cut off the sides of the straps where they had peeled back, making the "repaired" strap thinner and weaker. Additionally, the apparently intensive manipulation of the leather to do the "repair" greatly softened it and weakened it, and it did not only not match the leather on the other end of the strap, it was cracked and softened to the point that I was not able to use it without fear it would suddenly break. This was practically a brand new bag, which D&B's "repair" under their "unconditional guarantee of all leatherwork" had rendered useless and valueless. I complained that the repair was unacceptable, that it was not even a "repair," but D&B has still not either replaced the bag (my request) or refunded my purchase money (my second request). This bag cost $74 on sale, which is not a lot of money to some, however the extreme lack of customer service (which I am far from the first to complain about in many states and many forums), and the ridiculousness of the D&B policies regarding their claimed "unconditional guarantee against defects in all leatherwork," which is advertised prominently on their websites, their refusal to honor sales through their own 100%-owned website *** (probably because it's where they offer better sales on limited items than their main website) by pretending that they are not obligated to do so because it's not "***," their refusal to either provide a prepaid postage return label (at a cheaper price than the consumer can achieve) then refusal to refund over $13 in postage, ever, is extremely bad customer service, and should be revealed to the customer prior to purchasing their bags, as I'm sure the fact they don't stand behind their product at all would affect their sales.

I purchased a handbag from them on 9/3/2018 and notice a few days later that the corner of the bag had changed colors..so I sent it back on 9/10/2018 well within the 30 day return policy. I wanted them to replace the bag and when I called to check they told me n replacement or refund would be given since something must have spilled on the bag and I did not notice..then I was asked if I tried t clean the bag and I told them no but they do not believe that..I'm 100 positive that I did not clean the bag. I also can't say 100% that something was spilled on it but I only used it for a few days and I know I did not spill anything on this bag. They are offering to let me pick out another bag for 50% off but how is that fair ..I had to pay $216 for the original bag and now $134.09 to replace this bag so I will end up paying $350.09 for a bag that I had for 5 days! I feel that I'm being ripped off and not treated fairly. I am having them return the bag to me because I do not want to spend anymore money with this company. I did speak to manager Jenny V who was rude and just not willing to listen to me she just kept repeating that something was spilled on the bag and it was cleaned I did not spill or clean anything on this bag. Could I have brush by someone or set it down in something that I was not aware of . Yes but really after having the bag 5 days it should not do that. Even their CSR said that there is nothing I could have done in 5 days to do such damage.

I will NEVER waste a penny on a D&B product again. I received a purse from my husband and daughter for my birthday, the white with colorful letters. I was delighted, it was so cute! I used it for ONE season, carefully wrapped it in tissue, and stored it in my closet. The following spring, I took it out to use it, and the white had yellowed. It hadn’t been quite a year, so I thought I would have no problem getting a replacement or some sort of compensation for a purse that was practically brand new. I tried to contact the national office customer service several times for help and was totally ignored. I think they knew they had produced an inferior and defective product but did not want to take responsibility for it. Not even a party credit for an expensive purse that I used a few times over several months. This was an expensive lesson, and I continue to spread the word about their nonexistent customer service and subquality products.

Filed a complaint about a purse that was brought less than a year ago in which leather was peeling and quality of the purse was lower than expected due to manufactured defect in the leather. Filled a complaint with Dooney Bourke and their response was that they will give us a credit of $194 to purchase an item of more than $388. At this point I do not want to purchase a bag of more than $388 so it is unfair that they are forcing me to spend more money in buying products of a company that lacks quality and do not take ownership of their products. I need a full refund of the price paid for the purse or merchandise credit with no obligation of spending more than what I paid initially.

I bought two purses a month ago one arrived one didn't. I returned the one I received because the person I bought it for didn't like it. The 2nd never arrived. I had to contact them to get the tracking number that wasn't supplied in the beginning. Then watched for it to be stuck in one location for a week and a half. I have called twice, my husband called once, I have emailed and I have had numerous live chats. Everyone says wait another week each time I contact them. Finally I called *** and opened an investigation because when I called dooney a rude lady told me they wouldn't start one it wasnt lost even though it hadn't changed location in over a week. The last time I live chatted they said an investigation had been started that day. I knew for a fact it had been a week since I started it instead of them. It's their responsibility when a customer reports their shipment wasnt received but refused. She said to me again wait another week for investigation. *** sent me an email that the claim had been paid to them so I had my husband call. Apparently they agree that *** lost it and settled the claim with them, but they have to do their own investigation. Shocker wait another week. What I dont understand is what any of this has to do with me getting my money back. I didnt lose the package. Why should I have to wait for their own investigation to get my refund. *** has already taken care of their end why is my money tied up for this long? Had they had better customer service maybe I would have thought about getting a replacement but as it is they will never get another dime from me. I have had better customer support at the cable company and that is saying something.
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Back in November I placed one order for one bag and it showed up three times in my order history. I am being harassed by Tom E from the collections department for non-payment. I only received one bag and it was paid for. I have tried to call numerous times but in all the years I have bought dooney no one has ever answered the phone or returned my emails which is just disgraceful in itself. Order placed 11/2017, received 02/18 and collections started calling me at work on July 12, 2018. I never received any other notification that there was a problem and I seriously resent being called at work out of the blue for this. I sent the collections guy the proof of payment but he said that was not good enough. I think if the mistake was theirs that they need to let it go.

I AM FILING A COMPLAINT 1ST BEFORE I PROCEED WITH LEGAL PROCEDURES AGAINST DOONEY AND BURKE. DOONEY AND BURKE HAS CHARGED MY CARD 2 TIMES ON 7-11-18 , IN THE AMOUNT OF 37.80 AND 37.79. I DO NOT KNOW WHAT THESE CHARGES ARE FOR.. I SUBMITTED A COMPLAINT TO DOONEY AND BURKED THIS MORNING AND RECEIVED RESPONSE BACK FROM "IRIS". I SPOKE IRIS VERBALLY ON THE PHONE AND INFORMED HER THAT I NEVER RECEIVED NOR DID I ORDER ANYTHING FROM DOONEY AND BOURKE. IRIS PROCEEDS TO TELL ME THAT THE CHARGES FROM 7-11-18 WERE FROM AN ORDER THAT WAS PLACED IN JANUARY. I THEN TOLD IRIS I DID NOT ORDER ANYTHING IN JANUARY... IRIS THEN TRIED TELLING ME THAT THEY HAD MADE MULTIPLE ATTEMPTS PRIOR THAN TODAY TO CHARGE MY CARD??? MY CARD STATEMENT DOES NOT SHOW ANY ATTEMPTS TO CHARGE MY CARD. I TOLD IRIS VERBATIM THAT I WOULD HAVE TO GO BACK TO LOOK AT MY STATMENT IN JANUARY TO SEE IF THERE WERE CHARGES THEN. IRIS TOLD ME THAT SHE WAS EMAILING ME AND FOR ME TO FORWARD HER MY STATMENTS SHOWING MY CURRENT ADDRESS AND THAT THEY WILL ISSUE CREDIT TO ME FOR THE CHARGES. SO I DID AS I SAID AND AS SHE ASKED. IRIS THEN RESPONDS TO ME AFTER I SENT MY STATMENTS AND MY DRIVER LICENSE SHOWING MY CURRENT ADDRESS IS THE SAME AS MY STATEMENTS, WHICH ACCORDING TO IRIS WAS NOT WERE THE ORDER FROM DOONEY AND BOURKE WAS SHIPPED TO. IRIS RESPONDED SAYING THAT SINCE MY STATEMENT DOES SHOW A CHARGE IN JANUARY, THEN THEY WOULD NOT REFUND MY MONEY AND THE CHARGE IS "LEGIT". THIS IS SIMPLY NOT RIGHT!!! PEOPLE HACK ACCOUNTS ALL THE TIME AND THIS COMPANY WANTS TO TELL ME THAT THE CHARGE TO MY ACCOUNT IS LEGIT??? I SENT IRIS INFORMATION THAT SHOWS AND PROVES MY CURRENT ADDRESS AND DOONEY AND BURKE STILL WILL NOT REFUND MY ACCOUNT. I HAVE INFORMED IRIS THAT IF THEY WILL NOT DO THE RIGHT THING AND REFUND MY MONEY, THEN I WILL HAVE NO CHOICE BUT TO PERSUE THIS IN SMALL CLAIMS COURT. I WILL NOT BE TREATED LIKE THIS BY ANYONE . THIS IS SIMPLY NOT RIGHT! I HAVE CANCELED MY CARD AND HAVE DISPUTED THIS WITH MY BANK... ALSO WHY IS DOONEY AND BOURKE CHARGING MY CARD FOR SOME ORDER THAT IRIS SAID WAS PLACED BACK IN JANUARY? WHICH IS 6 MONTHS AGO????

I have been back and forth with Customer Service for the past two months and the issue has not been resolved. Even though, I sent copies of the money order and proof of delivery via email to Iris R. I have been asked to trace a payment sent by certified mail and received by one of their agents. A money order was sent in the amount of $10.00 for the additional cost to exchange the original order #*** for the ***, Style# *** as requested by the representative, Carol G. I was not aware of the price difference until I made the call. I was not contacted via email, regular mail or phone about the pending charge. Carol G. did not follow-up with the case as promised.

I received a Dooney & Bourke tote bag as a gift. I phoned the company and explained I had the packaging materials as well as the new purse which had been unopened from its packaging. They said since the receipt in the box did not have a DB in it they will allow me to return the purse, at my expense, for an exchange worth 1/2 the price of the $368.00 bag. I agreed since I was given no other option. A few days after the company received the brand new purse I was sent a letter claiming that I must buy a purse for this amount of money or greater and they will charge me the difference between half the price of the returned purse and the new purse. I explained to the customer service rep that I was told that I would receive a credit for half the price of the tote bag and would be able to purchase a new bag for this amount. The customer service rep said she would send me to the letter writing division of the company. There was no-one available to speak with me so she requested I leave my number to receive a return call. I phoned July 2, immediately after receiving the June 26 letter on Saturday, and again on Friday, July 6. I still have not received a return phone call.

I purchased a canvas D&B hobo online from ILoveDooney.com, which states that it is in partnership with D&B. I bought it on May 5, received it on May 10, 2018, and began using it about a week or more later. In late June, so less than 6 weeks of use later, I found that the leather strap was falling apart on one side, near where it attached to the bag, where it was braided. It was pretty bad, with up to 2 inch long sections fraying along the edges and the leather breaking down.
I called D&B, and told them I had only used the bag for several weeks, bought it new, and they told me they wouldn't pay for return postage, and that they wouldn't replace it for me. I had to pay for return postage and they might reimburse me if they felt they should, and they wouldn't send me a new bag, even though the one I was sending back was practically new, but would only repair it if they felt that the wear on the bag was not "excessive." Also, they would never refund my money because I purchased it from (their partner) ILoveDooney, not D&B.
I asked them about their one year warranty on all the leather on their bags, and they said that this didn't mean they'd ever replace a bag, even one that was practically new like mine. They were absolutely firm that they would never front the postage, so I had to mail in the bag at my own expense, which cost over $17 for the cheapest USPS with tracking. They said they might refund me a portion of my return shipping costs, but I have yet to receive any money despite providing them with an original copy of my cost along with the returned bag.
Today I got a letter from them, over a week since they received the bag, stating that they were going to repair the leather, but that it likely would not match the rest of the leather on the bag (seriously?). There was no refund of my postage in with the letter, nor was it even mentioned. Also, it would take 6 to 8 weeks to complete the repair. Again, SERIOUSLY? I purchase a brand new bag, use it for a few weeks, and then not only am I out $17+ shipping, I am out a (practically brand new) bag for two months???
D&B CUSTOMER SERVICE IS LITERALLY NON-EXISTENT!!!
D&B DOES NOT STAND BEHIND THEIR PRODUCT!!!
D&B's ONE YEAR GUARANTEE ON LEATHER IS USELESS!!!
YOU ONLY HAVE 30 DAYS TO RETURN A PRODUCT THAT IS DEFECTIVE, SO AS OF DAY 31 YOU ARE NO LONGER THEIR CUSTOMER AS FAR AS D&B IS CONCERNED!!!
OH, AND YEAH, THEY STILL HAVE NOT REFUNDED ME ANY OF MY SHIPPING COSTS FOR RETURNING THEIR DEFECTIVE PRODUCT!!!!

My complaint with Dooney and Bourke is like all the others here and on other review sites: a defective product and total lack of customer service online and in the store. I was a fully satisfied customer for decades. I currently own several D & B bags, clutch and cosmetic case. In fact, I just gave away two bags b/c I had too many! I regularly purchase smaller items as gifts. However, the strap on my recent bag purchase wore badly within a few months. The leather is thin and discolored. I called CS and got a run-around. The CS rep never even asked what bag I owned, when I bought it, from where, etc.! He said the simplest thing to do is purchase a new strap from them. Otherwise, I could send the bag in at my own expense. Next, I brought the bag to the *** store. The Manager's response was totally useless. She said she spoke with the Regional Rep while I waited (which I very much doubt) and that the only thing she could do was tell me to mail it in! She was unduly rude and dismissive - definitely of no help and offered absolutely no customer service. (The Assistant was polite and tried helping but could not.) My husband had selected a duffel bag for me while we waited for a response from the Manager. I told him to forget it. Why would we purchase an expensive item from a store whose Manager clearly has no interest in their customers or quality of their products?

Trade In: RA#***. Style *** In an effort to participate in the trade-in program, I mailed in my purse. I received a return letter from Dooney & Bourke dated May 2, 2018 advising that I would receive $132 in credit towards the purchase of a new purse. The letter also states that the credit cannot be used for sale priced items or limited edition items; and that sales tax and fees must be paid at the time the trade In is complete.
*** The letter does not come with any other terms and conditions.***
After deciding on the *** Color: *** Style #: ***,
When I called customer service May 25, 2018 the Agent advised I would not be able to complete the transaction because the trade in portion of customer service was closed. I then advise the Agent that the website advertised 20% off all regular priced items and that I would like to compete the trade today in order to take advantage of the 20% off.m; along with my credit if $132 as stated on the letter. The agent then transferred me to a customer service manager (Desire) who advised I would not be able to use the credit and the promo code. I explained to the agent that the letter did not state the credit cannot be combined with any other offers. The manager repeated herself an advise I couldnt combine the offer promo code and the credit.
Once again, I ded Desrie that letter does not state the stipulations she was implicating on the phone. Experience that was supposed to be a quick, simple, and easy trade in process has become a difficult customer service experience. I am not looking forward to calling back in but will do so in order to take advantage of the trade-in which needs to be completed within the next 30 days. Dooney and Bourke appears to have a lot of stipulations built into the trade-in program that are not stated in the letter; I believe this is false advertising to some degree.

I purchased a Dooney & Bourke bag from *** I purchased the *** Bag a few years ago. The first one the corners of the bag tore at the material, not the seam. I contacted Dooney and they did replace my bag. After normal wear the second one did the same thing. I contacted them again and they told me they would not do anything for me. That it had been too long. I spoke with Iris and she informed me there was nothing they would do due to it is a discontinued bag. Upon speaking with her at length if my bag had torn in their allowed amount of time they would have re-placed so they did have them somewhere even though they are discontinued. Also the new ones are reinforced at the corners with a piece of material. She did finally acknowledge that this is a manufacturing issue with this bag that they are aware of but still would not repair or replace. I did finally take my bag to a repair shop in *** who were able to repair and hopefully will hold up. They owner told me he was shocked at the poor quality of this bag. That most Dooney bags are made much better. But the *** bags are made cheaply. They material for the handles isn't even good leather. It is almost like a pellet material heated and pressed into shape. They owner had nothing but bad things to say about the quality of *** purses made by Dooney & Bourke. They have made it clear to me thy flat out don't care.

My boyfriends mother ordered a bag from dooney for my birthday on April 30th 2018. They never sent us tracking on the bag until 4 hours after *** said it was delivered. The bag was never delivered to our door, it was left unattended at a community building mail box area. The after delivery tracking let me know to check.. when we went to see where it was, it was gone, STOLEN.. the mail man never came to our door with the delivery and left it laying randomly in building to be stolen.. we called dooney and ***.. the *** weren’t help even though they know they didn’t come to our house!!! Dooney has given us the run around and now has stopped answering my emails.. we paid $131 dollars for a bag we never received and nothing is being done to help us from dooney despite our outrage and complaints.. please help.. the order # *** , the tracking # *** ,the tracking says “it was delivered/left by mail boxes” we were home the whole day, why was this done? Now we paid for an item someone stole and we’re not being compensated.. on top of that why didn’t dooney give us tracking???? they only sent a delivery tracking update 4 hours after it was left in the building

I shipped my purse for repairs at the end of March, 2018 and was offered to have the damaged item repaired or take the credit of $199 toward one replacement item, which I did. I was asked for my cc info to process the replacement so the purse would ship in 3-5 days. a full week later I received a call informing me that my cc did not go through and wanted to verify my cc info. I gave them my cc info again and they had a totally different cc no. I was told that my purse would ship 3-5 days. Another 2 weeks went by and I called for status only to find out that my purse never shipped at all. Customer Svc Rep gave me her direct line to call her the next day so she could find out why the warehouse never shipped the item in stock. 6 phone messages in 2 days and never returned my call. After calling customer service and holding for 43min. I was told they would look into it and they would call me back. I did receive a call later that day and was told my item has been escalated and has shipped next day air. As of today the item still has not arrived and when I call customer service again they told me they'll find out why it didn't ship out. I asked to speak to a supervisor and was told she was the supervisor, I then asked to speak to a manager and was put on hold for about 5min.. The supervisor came back to inform me that a manager will call me sometime tomorrow. This is the worst company to do business with and I will never purchase another item from them again. Their customer service really ***.!!

On Feb. 9, 2018, I ordered a Dooney & Bourke *** Shoulder Bag. Upon receiving it, it was found to be packaged a little oddly. The paperwork for registration and the purse were just thrown in a box wit the *** dooney and Bourke *** packaging bag and a clear plastic bag thrown in on top. The purse appeared to be lovely and the leather had a *** finish. On April 10th, 2018 I discovered the bottom corners of my bag were worn and the *** had worn off of 2 of the corners. I wrote an email to *** and received a reply from Christy F if Dooney & Bourke customer service stating I needed to register the item if I had not done so already and return the item for repairs to their factory. I returned the purse to the factory and I had already registered the item on the day I received the purse. Which was on Feb. 13 2018 at 12:45 pm by computer. I received a letter from Dooney & Bourke dated April 13, 2018 stating they were in receipt of my bag and that it shows normal wear and that stains and scuff marks cannot be removed. There were no stains on it anywhere and where the *** had come off I would not say were scuff marks. They offered me a $149.00 credit to apply to the purchase of a full priced item valued at $298.00 or greater. This would mean I paid 200.00 plus on the first purse and would now have to pay an additional $149.00 plus 7.50 on shipping to obtain a purse that would last longer(without wear) than 2 months.
They said I needed to respond to their letter with 30 days by paying the additional amount or my bag will be returned to me. I have tried to call them for two days at *** and I just keep getting a recording stating to try calling them again later as they are experiencing a higher than normal call volume.

I ordered a bag on Sunday, April 8th and paid $30 for overnight shipping. Because it was Sunday, I assumed the bag would be mailed to me on Monday and I would receive it on Tuesday. Late last night (Wednesday) I called Dooney's customer service line and was told that Dooney needed 24-48 hours to process an order, even if you paid for expedited service. I asked to speak to a supervisor and I was told that they all had gone home. Late last night I received an email stating that my bag has left the facility. This is fully THREE DAYS after I placed the order. I needed the bag for an event yesterday and having ordered with other companies (*** .) when you order next day, you receive the bag the next day. I called again this morning and after speaking with an agent I asked to be transferred to a customer service supervisor. Once I did, I was told that I clearly didn't understand that a company needs 24-48 hours to process an order and THEN the next day shipping activates which also can mean two day and not next day. She told me that it says so on their website. I said that they shouldn't promote next day service which actually means 3-4 days. She didn't offer to refund the $30 I spent in expedited shipping or apologize for the issue. This was my first and last experience with Dooney. I will be sticking with *** from now on. Once the bag is finally delivered, I will be returning it. Terrible customer service. terrible shipping.