Productive Property Management

Customer has been in contact with our customer service team since 1/ Customer spoke an associate today and was informed that he needed to provide us with a return tracking number As of today we do not show record of receiving the item Without proof of return we can not issue credit

We apologize for the inconvenience caused to the customer Due to the Holidays we are experiencing high return volume The customers credit was processed on 2/

left message for customer to contact me. In order to further assist the customer we need the RA number on the letter she received, or the full first and last name

please see customers notes. The customer is referencing credits (return) that were issued for merchandise she returned. The ezpay for the invoice she referenced has been paid in full

we apologize for the delay. please provide the order number so we may better assist you

We received the customers purse on 2/and sent a letter to the customer with our findings and instructions(see attached) We did not hear from the customer within the allotted days which is noted on the letter. We held the bag here until 3/21. Since we did not hear from the
customer we were in the process of returning the bag to her. The customer called and we retrieved the bag. Customer emailed us on 3/and also spoke to one of our reprensentatives. Customers also emailed on 3/which was responded to on 3/30. On 3/the customers husband called and placed an order for a new item. Because the bag was not purchased directly through us we can not offer a refund. We did offer full value of (see copy of tags attached)

We do apologize for the inconvenience. We do take all complaints seriously and will use this complaint to assist in training and development of our customer service representatives and practices

Complaint: ***
I am rejecting this response because:On 01/25/Dooney and Bourke received my purse for a refundI tried calling and emailing several times to find out what the status of my return wasI did not get a phone call back until I made a report to Dooney & BourkeNow, I still do not have my purse back and I cannot get anyone at Dooney & Bourke to call me back and let me know what is going on with my purseThe final payment was taken out for my purse on 02/15/I tried calling Kelli on her direct line on 02/16/& 02/23/and left voicemails both timesDooney & Bourke stated on 02/11/that Kelly would be calling me backI am unable to get a hold of Kelly or receive a return phone callI sent a message through Facebook and received a response stating that a supervisor would call me to assist with the problem I am experiencingI received an email from Carol G*** on 02/23/at 2:PM stating that she needed 24-hours to get back to meI have not received an email or a phone call back from CarolI did respond to Carol and thanked her for message and let her know that I was looking forward to hearing back from herI would really like a phone call from someone to let me know what is going onIt is a shame that the only time I am able to get a phone call from Dooney & Bourke is when I file a complaint with the Revdex.comI would like a refund at this pointI am not able to get a hold of anyone without first filling a complaintI am unable to get a hold of anyone at Dooney & BourkeI have left voicemails, tried calling corporate, tried emailingNo one will return my phone call or let me know what is going onI don't want to make a second complaint as this is getting quite ridiculousIf you could provide me any information on who I can contact to have this resolvedI would really appreciate itI have never filed a complaint to the Revdex.com and I have had to file complaints to get someone to call me back
Sincerely,*** ***

Complaint: ***
I am rejecting this response because: the policy is not to dry clean handbags was not provided with the handbag which was not purchased on the D&B websiteI do not want to pay for another handbag but will accept a replacement at no additional cost to meI really want someone of authority and common sense to respond to my message other than someone that cannot comprehend right from wrongIt's wrong to make a customer responsible for damages when they were not forewarnedIt makes a lot of sense to have items professionally dry cleaned when soiled but when labels and notice is not given not to dry clean the customer should not be blamed
Sincerely,
*** ***

We are sorry to hear there is an issue with your bagAfter the initial thirty day return window, we will gladly repair any Dooney & Bourke bag or accessory that has become damaged or worn. Dooney & Bourke provides a year warranty against manufactures defects. Under the
warranty you can return your item to us and we will repair the item free of charge.Since the item was purchased through our website, the customer can log on to her account and go to the order history page, click on the item and print a return lable

the
reference number provided by the customer was incorrect and belonged to a different customer. Upon further investigation the customers reference number is *** and shipped out on tracking number ***. According to *** the item was delivered on 1/10/at 10:22am

A claim was filed with the US post officeUSPS denied the claim stating that their GPS system verified the driver was at the customer location at the date/time indicated on the tracking information Please advise the customer to obtain a police report for possible theft and we will replace the order

We apologize for any inconvenience caused to the customer. The ez pay option is set up through our website only. In house representatives can not place ez pay orders. All exchanges are full credit full charge. Therefore in order to exchange for color red we would not be able
to except the ez pay option. The customer would need to replace her order and send the other item back for full credit. We have issued a label for the customer to send the item back. The label has been emailed to the customer. Please use this 20% off code to receive the discount on the item. Code: *** The customer service representative stated that the item shipped because the item was already packed, issued a tracking number. At that time there is no way to know if the item is on the skid waiting for the carrier or the carrier picked it up. The confirmation email is sent once our system closes. The carriers tracking information is updated once the item is scanned at the carriers facility

Complaint: ***
I am rejecting this response because:I have requested in writing at least times that a refund be issued Dooney never addresses the refund issue My reason for wanting a refund is that I have had so much trouble with Dooney that I don't want to deal with them any further The hardware fell holding the strap together fell apart after just wks, so I am well within the guarantee limits
Sincerely,
*** ***

please review email correspondence with customer
Sent: Thursday, February 25, 7:PM
To: *** ***
Subject: RE: Dooney and Bourke
Dear ***
We have examined your handbag with extreme care and consideration
and no manufacturing defects were foundI do show signs of wear which is
however the handbag shows no signs of being defectiveWe have also
examined the bag thoroughly with the inspection manager in which I explained
your concerns however the inspection results were the same We apologize
for any inconvenience caused and we will ship the bag back to you via ***
Ground and you should receive the package within 7-business days
Sincerely,
Carol G
Dooney and Bourke
###-###-####
From: *** *** ***
Sent: Tuesday, February 23, 6:PM
To: Carol Garnett
Subject: Re: Dooney and Bourke
Hi Carol,
Thank you for your quick responseI look forward to an
update
Sent from my iPhone
On Feb 23, 2016, at 2:PM, Carol Garnett
wrote:
Hi
***
My
name is CarolYour social media post was forwarded to me for review and
resolveI would ask that you allow me 24-hours as I have to have the item
pulled to my attention for re-inspectionI understand your frustration and I
will do my best to get this resolved in a timely mannerIf you have any
questions e-mail me directly for immediate assistance
Sincerely,
Carol
G
Dooney
and Bourke
###-###-####

We do not show any record of receiving the customers purse back Customer service would not contact the customer by phone As customer is aware because she has sent items back in the past, a letter is sent Please provide tracking number showing the item was delivered back to us so
we can further assist you

WE TOOK SOME TIME TO RECTIFY THE ISSUE WITH THESE TYPES OF BAGS AND WE NOW HAVE ITEMS IN PRODUCTION AND WE WILL BE REPLACING YOUR BAG AS SOON AS THEY ARRIVE AT OUR FACILITY.WE WILL CHECK WITH PRODUCTION AND SEE IF ANY OF THESE CAN BE EXPEDITED

In order to further look into your complaint, we ill need further informationThe customer did not provide a last nameWhen was the item returned and what name was it returned under

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have filed a police report but this all could have been avoidedHad I been notified that my purchase was being shipped I could have made the nessacery arrangements for mail carrier to leave package with a neighbor as I've done in the pastMy police report was filed with *** *** Sheriffs Office and the case number is as follows: ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They received my return on January 23rd (I have the
tracking information to prove this), and as of Friday, February 5th, I have NOT received this credit.There is no excuse for this, and this should have been credited to my card within days. Also, they will not reply to any email I sent, which is poor customer service.When I did call, (after being on hold for over minutes), the lady said that they would refund my shipping as well. I did have a lady call me to let me know that they are processing the refund, and they will mail a refund check to me for the shipping.With this company, and the way they handle their customers, I am not holding my breath
Sincerely,
*** ***