Productive Property Management

Complaint: [redacted]I am rejecting this response because: I call them spoke with a rep that I do not want the watch and just wanted to my refund of $113, she told me if I have a receipt of purchase, I call back and told her that I have my receipt  5 warranty card of the watch, (which is a discontinue watch).  She was very rude and told me that they will return my watch if  i do not pay $3 plus $7 dollars to replace the battery. The original watch cost $185, I am not requesting for the entire amount  all  i  wanted is my $113, every rep that I have spoke with so far has been very rude or uncompromising.  I feel that I have been treated unfairly.  it is rather disapponting for a reputable company to have such bad reps that keep changing the protocol every time I called, I do not want the watch, please assist me in getting my refund.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dooney & Bourke personnel promotes its products as being well-made and durable; however, that was not my experience with this handbag. The handbag was purchased in June 2014; it was dry cleaned and retrieved on August 2, 2015; and a letter of complaint was sent on August 3, 2015 regarding dry cleaning results.
In response to the Dooney & Bourke reply, I did not purchase the handbag from the Dooney & Bourke website, so I would not have any knowledge of care instructions. The handbag did not come with a care instruction paper enclosure or label. However, as soon as the problem occurred with the quality, I attempted to advise Dooney & Bourke twice without success. My initial complaint was made to Dooney & Bourke 13 months after purchase. No response was received. I sent a follow up message through the Dooney & Bourke website in December 2015. No response was received.
Without a care label, I did everything possible to take care of this handbag. Nothing on or in the handbag states “do not dry clean”. Dooney & Bourke is doing a disservice to its patrons by putting the responsibility on them to find out cleaning instructions, instead of providing the information to consumer at time of purchase and not after a problem occurs.
As a courtesy and gesture of goodwill, I am requesting a full refund of $156.88 and I will gladly return the handbag upon receipt of a pre-paid return label.
Also, something is wrong with the date entries for the Revdex.com website, I entered dates but they populated in a different format.
Sincerely,
[redacted]

Customer was issued credit and emailed the information.  Customer could not be reached at the phone number provided.

Dooney & Bourke offers  a one  year warranty against manufactures defects.  Our policy is to have the customer send the item back to us for inspections.  We will inspect the item and within 7 days the customer will receive a letter in the mail with their options. ...

The customer would then need to call in and authorize repair.  We ask that the customer include a copy of their shipping receipt and if the item is deemed defective under warranty we will reimburse up to 13.00 in shipping.  The customer should return the item UPS ground or insured mail along with their name, address, daytime phone number and a brief description of the problem.  The address is :Dooney & BourkeAtt: Repair[redacted]

From: [redacted] Sent: Monday, February 05, 2018 12:45 PM To: [redacted] Subject: Complaint #[redacted]   I filed a complaint last week regarding Dooney & Bourke.  The day after the complaint was sent to them, I got an email that my...

handbag was on it's way.  I received it on Saturday, February 3rd.    Thank you for your assistance in this matter.

Thank you for your recent purchase with us.  We apologize for any confusion with your order.  Your order was being processed at the time you contacted us to cancel.  Although the website was not updated your item was packed with a label, on a skid ready to ship.  There was no was...

for us to locate your package at that time.  When you placed your order you selected the EZ Pay option.  This option was available on orders with a single item of 350.00 or more.  The cyber Monday promotions was buy more save more on select items.  The item you chose was not part of that promotion.  Due to our busy season, once a style is no longer available we remove it from the website.  All stock was allocated to awaiting customers and the style was taken off the site.  In good faith and because you are a valued customer we would like to offer you a $50.00 gift certificate.  Or if you would like to return the bag for a refund, we can issue a call tag and have the item picked up.  We apologize for any misunderstandings or confusion.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

customers order was cancelled on 12/28 per customers request.

We apologize for the inconvenience.  We appreciate your thoughts and will use this information in the coaching and developing of our associates.  We would like to offer you a 20% off a future purchase.  Please use code
[redacted]

PLEASE HAVE THE CUSTOMER RETURN THE BAG TO ME:  [redacted] OR  [redacted] AND MAKE SURE IT IS TO MY ATTENTION!  I WILL INSPECT THE BAG AND LET THE CUSTOMER KNOW FROM THE INSPECTION WHAT WE CAN DO TO HELP...

HER.  THANK YOUCAROLYN D[redacted]

Complaint: [redacted]
I am rejecting this response because: Revdex.com sent me a message, and there is no message within the body of their email!  All it said was that the Revdex.com received my complaint.
Sincerely,
[redacted]P.S.  Note my last name is spelled "Steinlage"

We again profusely apologize for the delay in sending a new bag to Ms. [redacted].  We are anxiously awaiting the arrival of new inventory.  I will check in a few days and see if I can get a better idea as to when theproduct will arrive.We are very sorry for the delay, we are doing the best...

we can.Thank you

Dooney & Bourke sells egift cards.  This particular gift card ending [redacted] which was purchased through our website under a different customer name and emailed to a different customer email address then the complainant.   Complainant purchased the gift card from second party which the cardholder has filed a complaint that her card was used fraudulently.  Therefore we can not refund the complainant as the credit card holders bank has marked this purchase as fraud.  The complainant should contact the website in which she purchased the egift card.

We apologize for the inconvenience.  Please except this 20% off code [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The response is not acceptable since it does not actually answer what I asked them to consider. There was no confusion and the company has clearly chosen to ignore my request to consider another solution to this problem. I find them to be difficult to work with.I will settle this with them another route since the Revdex.com does not seem to be helping. Afterwards, I will promptly never do business with them again and tell everyone I know not to purchase from them because of their poor quality and lack of exceptional customer service. 
Sincerely,
[redacted]

There were 2 options offered (see attached)  One option was to repair the item free of charge and the other option was to take advantage of our valued trade in program.  Although the repair option is free of charge the customer would still need to call in to authorize us to do the repair.

As stated in the original letter to the customer we would return the bag iin 30 days of the date of the notice if a decision wasn't made.  Customer states she no longer has the bag.  Unfortunately in order to further assist the customer the bag would need to be reinspected.  We would...

need the bag back in order to do so.  Is it possible for the customer to get the bag back and send in to us?  We will reimburse the postage.

We do apologize to the customer (see previous responses).  The order was received with the color code BL.  This item is no longer available and is not on our website, therefore we regret that we can not investigate further to recreate the issue.  Again, the customer can fill out the prepaid return label and return the item for a full refund.

Customer returned the watch with a note stating the battery stopped working. We offered to replace the batter for $3.00 or our value customer trade in program which is half the current retail price to apply towards a new item of equal or greater value.
Customer called in and spoke to an agent...

and was offered battery replacement free of charge. Customer was not happy with offer and said she did not want the watch.
The warranty covers mechanism defects for 3 years. The battery is not part of the mechanism and is not covered under warranty.
We are offering to replace the battery free of charge. Customer should contact our customer service department at [redacted] to authorize battery replacement. Unfortunately if we do not hear from the customer within 30 days from today, the watch will be returned to her.

A claim was filed with the US post office. USPS 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.