Dooney & Bourke

Returned purses I didn't like at my own expense, called to ask the status of my refund and was told I could have had most of my return postage paid for...told to FAX a copy of my mailing receipt (they don't have an email address to scan it to???!!!) which cost me almost $4 at UPS. VERY long story short, 4 phone calls later and 4 different stories and a talk with a VERY unpleasant "manager" I finally received a refund check of $13 for my postage. It became a challenge to get that refund and 6 months later, victory is mine. NOW, I just today received a repair from a purse I bought at a D&B outlet store in Florida in December 2017. The rivet fell out of the logo so I sent it back at my own expense ($18 USPS) to D&B. The logo is sloppily "repaired" with glue all over it and it was packed with no wrapping or care. I called; they're "sorry", I need to "call back tomorrow". I am LIVID!!!!!

I purchased a purse on December 5 2017 using ***. It was set up as 3 payments to come out of my account in the total of $136.10. The first payment was supposed to be $50.11, with the following payments of $43.00 and $42.99. The initial payment that was withdrawn out of my account was $100.45. They did take the correct amount out for the following payments which made my total paid $186.44. I have called the company repeatedly as well as emailing them. Each time I am told the money will be refunded within 3 weeks and have yet to receive it. The last 3 times I was told that I would be contacted by a manager to resolve the issue and still haven't heard anything.

I bought two purses and two wallets from this company. One of the purses was damaged (it had a severe crease across the front). I paid for these purses in advance when ordered. I sent the damage purse back and ask them to replace it with a new purse. I received a letter stating they would offer us a credit of $94 toward a replacement Item valued at $188.00 or more. They have not replaced the purse or refunded my money. I called six times but been given the run around.

Merchandise purchased online on 11/27/17 and returned on 12/4/17. I received an email from Dooney & Bourke dated 2/5/18 from Customer Service Representative, Amanda C. It stated “Your return was processed on 1/25/18. You should see your Refund posted to your account within the next 5-7 business days.” On 3/1/18 and 3/19/18 I sent emails again requested my refund. I have not received any correspondence as of this writing.

I purchased a Dooney & Bourke *** purse on November 29, 2016. By March 2017, itwas peeling on the outside, and my co-workers, who all have D&B purses, told me to return it and have it fixed. Because I was moving from *** to *** in June, I waited until I moved to return the purse. Once in , I contacted D&B customer service, and was given return instructions.I printed my onlince account with the date of purchase.I wrote a brief description of what needed to be repaired on a post-it sticky note and attached to printout. I placed printout inside purse and mailed it to to D&B on 10-05-2017 and lost track of time. I contacted D&B repeatedly in November, but was told without tracking number, they were unable to help me. One day, in December, I remembered I printed the shipping label from home, and may just havea copy of the shipping label. As luck will have it, I did save a copy of the label, so I contacted D&B again, now that I had the tracking info. They were unable to locate my purse. They elevated the issue to a "Level 2", and I was transferred to "Supervisor Iris", who assured me she would contact me within 24 -48 hours. I am still waiting. My purse was eventually returned to me in a small plastic grocery/shopping bag tied in a knot, then placed in a plain brown box with no instructions, no letter, unrepaired, so I posted a small video of the condition it was received - stillin the box - on ***. Friends and family commented and told me to post it on D&B's *** page, so I did. Someone named Jennifer from customer service called me twice, I missed her call. I have since contacted her off and on. D&B boasts ofa lifetime warranty. This all occurred well before I even had the purse a year,and according to the first person I contacted, I would have no problems whatsoever . I find this to be completely unacceptable customer service. I paid for my purse to travel across to the other side of the country - more than what I get to do for me. I only want my purse fixed - nothing more, but nothing less.

I ordered 2 coin purse wallets Christmas and ended up returning them at my own expense. I received a refund for one but not the other. $42,00 each and $30.00 to return. I called, emailed, wrote a letter with supporting documentation. Here it is March and nothing in the way of a refund. Never buying again. They charge enough for their merchandise but cannot return my money?! It’s very sad and scandalous. I hate when businesses act this way. Too bad.

I couldn't possibly write a strong enough warning to stay away from this company, but STAY AWAY. Their customer service is borderline non existent, and I wish I had read the Revdex.com reviews before making my purchase. They have never been my luxury brand of choice, but I received an email with a discount code and figured why not? When the bag came in the mail there was a HUGE scratch in the leather. I sent an email along with pictures to customer service requesting a replacement or repair with no response. Sent another email and finally got a generic "we're sorry to hear this" response while informing me they don't do exchanges. I made it clear that I was not looking for an exchange because I ordered the wrong color or something, I wanted an exchange because they sent me a defective item. They again refused to do an exchange, and told me I could "place a new order at any time", but would also not honor the original discount code I had used to make this purchase - although I must admit at this point, even if they had offered to still honor the code, I'm not sure I would have re purchase the bag I was being forced to return.
I was then directed to the returns page where I noticed I would have to pay for the return shipping. When I brought this up to the customer service representative they told me if the item was indeed "deemed defective", they would waive the shipping charge. I'm sure the pictures I sent were enough proof, but apparently not.
I don't think asking for a replacement or repair on a damaged item is really that taxing of a request - it seems like a fairly basic customer service standard. Even no name sellers on Amazon will uphold that simple courtesy. I am completely baffled that a "luxury brand" wouldn't want to stand by their quality product and customer satisfaction.

> In early January 2018, I tried to reach D&B on their Toll Free number numerous times to discuss my dissatisfaction with a purse I had purchased in late November 2017. I was left on hold for at least 30 minutes in each attempt, was unable to leave a message, and then gave up. I communicated with D&B via e-mail advising I was dissatisfied with its quality. I received no reply. The next e-mail I sent requested instructions from D&B about next steps and marked the message "CONSUMER COMPLAINT" advising I wanted a full refund for the purse which was $174.00.
> A week later I received an unsigned e-mail with instructions to return the purse, which I did. The purse arrived there 2/09/18. An unsigned letter dated 2/09/18 and postmarked 2/14/18 arrived advising D&B offered a minimal credit for the purse, toward the purchase of another purse at full price AND that the purse I returned would be destroyed once I purchased another purse. The letter also described damage to the purse which was an outright lie. The letter stated that D&B would return the purse to me in 30 days if I had not purchased another purse. On 2/22/18 I sent D&B an e-mail and requested that they return the purse to me immediately. The letter said that I should call their Toll Free number if I had any questions.
> This morning I sent D&B an e-mail requesting the status of my 2/22/18 message telling them to return the purse to me. The email reached both addresses: '*** and was immediately deleted by D&B.
> This entire situation is *** and has been stressful and disappointing, to say the least. This is the poorest "Customer Serivce" I have ever encountered.

I returned some bags that I purchased. It's been 3 months and still no refund. How can I handle this situation. I've called numerous of times and emailed. Still nothing.

DO NOT purchase a Dooney & Bourke bag. Their customer service is among the worst I have experienced. The founder would truly be appalled if he was aware of this and shame on him if he is aware and does nothing about it. I have been dealing with a purse that had defective ribbing and began to come off within 3-4 months of owning the bag. Making matters worse it was a Disney edition so after 30 days Disney won't deal with it and the local stores won't touch Disney editions. I mailed the bag back to Dooney for repair and they did acknowledge receiving it weeks ago. However, I have been unsuccessful with anything further from them... put on hold, dropped calls, told the queue is full and I need to call back, calling during their business hours but told that dept went home already, promise of calls back and it never happens. The excuses are endless.

I ordered a purse online, which was never delivered. I called and they said they would open up an inquiry, I never heard back from them, so I called again to see what was going on. They said they would be issuing a refund, no explanation was given as to why my purse never made it to my address. I had to call several times to ask why my refund had not gone through despite it being a full 2 weeks since the follow-up call. Finally, 2 months after the fact a credit showed up on my credit card. Throughout this entire process not one customer representative I spoke to was even remotely apologetic, a few were down right snippy. I was not expecting this level of unprofessionalism from Dooney & Bourke at all.

My husband placed this order for my Christmas present on December 20, 2017. It was a pre-ordered purse that was not supposed to release until January 20, 2018. To my suprise I received an email on January 17, 2018 that my order has shipped. Since then I have been patiently checking my tracking number. The package was shipped economy with *** as the carrier, 4 to 7 business days for shipment. Starting on January 22, 2018 the package stated arrival in ***. From that point on the package was sent out for delivery and back to the *** sort facility multiple times. The tracking shows that the shipment was sent to the wrong facility and is being corrected since that date. I have emailed the company with no response at all. I have contacted and spoke with someone that promised me they were going to look into this case and would contact me back within 1 to 2 business days. It has now been 9 business days and no one has attempted to contact me. I have left 3 reviews on the email that was sent to me directly from Doone, no response. We payed for the product and expect delivery.

Purchased 2 handbags in December 2017 for $188 and $89 ( order # ***) both of which were returned together the first week of January. While I have received a refund for the $89 bag, I have NOT received a refund for the $188 bag. I have contacted Dooney and Bourke 5 times who acknowledge receipt of BOTH purses but continue to state that my refund is “hung up in accounting” and indicate that they “really have no idea when the refund will be processed”. They have declined my request for a refund by check or any other means.

I purchased a handbag at Dooney and Bourke from their online store. The bag retailed for $775. I received the bag on December 13, 2017. After having the bag for less than 60 days, I noticed that gold metal grommets around the short handle of the bag were detaching from the leather. The grommets are seated in the leather and are a part of the decorative hardware on the bag. The bag has both a long strap and two short handles. I alternate between carrying the bag with long strap over my shoulder or carrying it by the two short handles where the grommets are attached on both the handles and the bag itself. I called them to complain that the bag was defective and suffered from poor design and construction because the grommets were detaching due to the stress caused by the weight of the bag and me carrying it. I was told that I could not return or exchange the defective product because the date fell outside of the 30 day window and how I owned the bag for less than 60 days. I was told that I could send it in to repair it for a fee only if it was deemed repairable. This is an expensive bag to be so cheaply made. I thought there was some limited liability clause that would enable me to seek a refund.

Their customer service is atrocious. I cannot attest to the quality of their handbags, because I never actually received my order! I purchased a bag that was “in stock” on Dec 10 2017, and was sent an email confirmation as well as a guarantee that it would arrive before Christmas. Two weeks later, having received no shipping confirmation or information from D&B regarding why I still hadn’t received my bag, I contacted cust service, and was assured my bag was “backordered” but that I should be receiving it “sometime in January.” By the middle of January, I finally call them, and after waiting on hold for 45 min, I finally get in touch with a representative, who, after 10 min of placing me on hold again, comes back on the line to tell me that something was wrong during production, and they cancelled my order completely. I mean what the heck?!! Where was the communication in all of this? How can you not even inform the customer that you completely cancelled an order that was listed as “in stock” to begin with?!! Just appalling. To add insult to injury, I was told for the trouble, I would receive a 30% off coupon in my email “within 3-5 hours.” I’d say about a week later, I write in asking why I have not received this coupon. And now two weeks later, their customer service has not replied once to my inquiry. I have lost complete faith in giving this company my business. There is no way I want to given them a dime for their POOR POOR POOR customer service and care.

AVOID!! Case number ***
I ordered a purse as a purse as a Christmas gift because the delivery date said it would arrive on Dec 23....
58 days later and no purse. Customer service has been non-existent. We are an active duty military family and Dooney and Bourke has literally stolen over a hundred dollars from us. They refuse to refund the money and the purse is absolutely useless to us even if it did ever show up. Do yourself a favor and order from a reputiable company.

I had purchased an item online and paid for a 3 day shipping. I wasn't aware that there was a 24-48 processing. I called on 2/5/18 and I was told that there was a 24-48 hour processing on all orders and the 48 hour mark was on 2/5/18. I then checked my order the next day 2/6/18 and no change. I called again on 2/6/18 I was told my order was on hold due to my billing address was not correct. I then gave them the correct billing address and that they would push my order through to get my order to my expected deverly date which is 2/8/18. I called again today 2/7/18 and I was told it was my bank that was the hold up. My bank informed me that the meranch didn't finish process the order so the funds were released back to me. I called them again and told them what they needed to do. I was never notified that there was an issue with my order no e-mail or call.

I received my Dooney & Bourke, Inc. My registration Number: ***.
I returned my Dooney & Bourke, Inc. purse back to get the zipper fixed. It has not been a complete calendar year.
My Dooney & Bourke, Inc. purse Style Number: *** Color: *** was delivery to the wrong apartment number, by ***.

I contacted Dooney & Bourke, Inc. to ask why I had not received my Dooney & Bourke, Inc. purse, and why is it taken so long for them to fix the defected zipper. I have not received my purse, and I told the Dooney & Bourke, Inc. I do not want that purse, because my neighbor opened up my package, and I want a "New Dooney & Bourke", Purse, and I want to order a different color also.

I called the Dooney & Bourke, Inc. Customer Service Representative, and they would hang up the phone, and I did not getting any help, until I spoke with an Supervisor, and she told me that I could receive an "New Dooney & Bourke, Inc. Purse Because it was not my fault that my neighbor signed for my "Dooney & Bourke, Inc. Purse, I do not know those people 415.

Absolute worst customer service I have ever experienced. Sent back a handbag on 12/12 (same day it was delivered) They received it on 12/13 - STILL NO CREDIT. STILL NO PERSONAL FOLLOW UP. STILL NO ONE ON THE PHONE WAITING 18 MINUTES OR MORE each time I call. Never, ever would I own a Dooney Bag now and I also plan to make sure QVC corporate sees this F rating on the Revdex.com - they need to cut ties or give them a tongue lashing. No, didn't buy this bag from the Q, bought it direct from Dooney. AWFUL.

I mailed a handbag to Dooney & Bourke in October, 2017 for repair. I received a letter postmarked October 23, 2017 stating the details regarding the repair. I called their customer service department on November 8, 2017 and gave them my credit card information to charge the repair cost. I was told I would receive my handbag back in 3 to 4 weeks. It is now January 30, 2018 and I am still waiting to receive my handbag. I have made numerous phone calls to their customer service department and their corporate office. I keep getting the same story that my handbag will be on it's way in a couple of days. I have contacted the department store in *** where I purchased the item and they have also made calls on my behalf and they get the same story. The Dooney & Bourke website states that they have a guaranteed return time of 4 to 6 weeks on repair items. They stated last week that they are waiting on a label to track the item and that they are unable to print the label to mail my item. This company has been totally dishonest with me and I cannot get my merchandise back from them. I have done everything I know to do to get my handbag back.