Productive Property Management

Revdex.com:
The order number for this was #***, *** ***, 1/9/it was placed. Before any further steps are taken by the business
I would like them to contact me, I cant have a charge on my account placed unless I know to make sure the funds are put back in the bank to cover itPhone call would be best, but email will work as well###-###-####, or ***
Sincerely,
*** *

We have care and cleaning instructions on our website. We can be reached by email and telephone. Should you decide to go outside of the Dooney & Bourke care and cleaining instructions and the item is damaged at that facility, you should take the issue to them. We do not recommend dry cleaning our handgags. All of our bags have leather and leather can not be dry cleaned. We apologize and recommend our valued customer trade in program

We apologize for the inconvenience caused to the customer. The customer has bee credited in full

*** Delivered On: Tuesday, 02/13/at 11:A.M.Left At: Front Desk Received By: *** *** Delivered On: Thursday, 02/15/at 11:A.MLeft At: Front Desk Received By: *** TRACKING INFO IS ABOVE. WE APOLOGIZE FOR THE DELAY IN
THE CUSTOMER RECEIVING HER DOONEY & BOURKE ITEMS. CAROLYN

Complaint: ***
I am rejecting this response because Dooney should have required signature to receive the package Dooney was negligent when it sent such an expensive item to me without requesting signature Further, if Dooney had been honest with me that the purse had shipped months earlier, *** would have paid the insurance claim However, *** refused to pay because I filed the complaint late (because I didn't know the purse had shipped because Dooney failed to tell me when I called (several times) to cheon the purse) Dooney fails to take responsibility for its poor customer service and fails to acknowledge that it was negligent when it shipped the package without requiring signature Further, Dooney isn't offering me a real refund Dooney's offer requires me to spend at least $within days of the offer I should not be forced to spend money to be somewhat compensated for Dooney's multiple mistakes I don't want to buy any more Dooney products after the way Dooney has treated me Further, Dooney's customer service has been extremely rude to me I'm disappointed but not surprised by their response
Sincerely,
*** ***

We apologize if there was any confusion. Again, the sale item will only come down when an item is sold out and no longer available. Any item still available for sale was on the website until 11:59pm. Any items that were still on stock from each day were offered on day If you would like to provide the item number we would be happy to assist you in purchasing something comparable at the sale price.We apologize if there was any misunderstanding with our customer service rep

customers order was delivered via *** *** and delivered on 12/

We apologize for the delay Due to the high volume during the holiday season processing has been delayed The customers return was received and credit was processed on 2/

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
However, I would appreciate that you keep the case file open until we have in fact fulfilled the refund or exchange option the company has extended. Many thanks
Sincerely,
*** ***

customer filed a dispute with *** We left a message for the customer on 9/ Once a dispute is filed there is nothing we can do on our end

*** states the bag was delivered on 3/ As previously stated, there is a sticker on the bag "signature required" Dooney & Bourke ships out thousands of packages each day The *** claim was not started until September when the customer called Claim was denied by *** and reopened *** repeatedly denied the claim stating the could not get in touch with the customer to complete their investigation We apologize for the inconvenience caused to the customer

Dooney & Bourke offers a year warranty against manufacturers defects The customers bag was inspected twice The customer states the bag leans forward The bag is fabric There are no defects with this bag Dooney & Bourke offered the customer our valued
customer trade in program which is half the retail price of the item to apply towards a new item of equal or greater value

We apologize for the delay. The item shipped out *** smartpost tracking number ***

Customers order was delivered via [redacted] tracking number [redacted] on 1/3/18

We are sorry you are not satisfied with our offer.  The inside becoming soiled does not reflect the durability of our product. Therefore this is not a warranty issue.  The item is not defective which is what our guarantee covers.   Again we do not suggest dry cleaning if a customer chooses to take that course of action and the merchandise is damaged at that facility, the issue should be resolved with the dry cleaner.  At anytime the customer can take advantage of our valued customer trade in program.

Complaint: [redacted]
I am rejecting this response because: There is no meaningful response at all. I specifically asked to contact me by email due to a fact that I'm currently not in the US (to me...

it's strange that my name was not recognized during attempted phone call but this happens else they would provide the same information) Nevertheless to my understanding it doesn't changes the case nor demonstrates any attempt by business representative to solve the problem nor even to read carefully initial message.
Sincerely,
[redacted]

Thank you for the updated information.  The bag was returned in January 2015.  The bag was inspected and beyond repair.  No defects were found by our inspection department.   A letter was sent to the customer with the information. We do not have sufficient space and it is a liability to hold customers merchandise.  Therefore we have a 30 day policy on holding items.  We did not hear from the customer and the item was returned.  We remove the original letter sent with the item and file it for our records.  On 4/30 the customer called in.  Customer stated she was moving and will return the bag.   On May 27th the customer called and was informed all of the above information.   Customer was also informed to return the item along with proof of purchase to show item is within the warranty period and we would reinspect the bag.  Customer states she paid cash.  A guarantee card is included with all of our items and we do not have the warranty card on file to show the date of purchase.  Without a receipt we can not determine when or where the item was purchased.  Therefore we offered the customer our valued customer trade in program, which is half the current retail value to apply towards a new item of equal or greater value.  Customer can either provide proof of purchase or send the item in and take advantage of the  trade in program.

Complaint: [redacted]
I am rejecting this response because: I did call Dooney and Bourke and spoke to customer service agent to authorize my handbag repair.  I also followed up the call with and email to the service department at Dooney and Bourke.  Please copy of email in previous response.
Sincerely,
[redacted]

We apologize for the delay in the customer receiving her bag.  It was lost in transit and the facility had no idea where it was.  As a matter of fact it is still lost, We have REPLACED THE ITEM  AND SHIPPED IT OUT EXPRESS FROM [redacted] We hope the...

customer accepts our sincere apology on this issue, as our customer service department had no idea had to find this package because the shipperhad no idea where the package was or is to this day. Have a nice dayCarolyn

On February 2nd customer was issued a refund of 294.95.  Because the customer purchased the item using the dooneypay options, charges and credits are issued in 3 installments.  Therefore, on February 2nd we issued 3 credits.  The amounts are 90.53, 113.90, and 90.52 totaling...

the full credit amount of 294.95.  Please review paypal transactions below.[redacted]
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