Dooney & Bourke, Inc.

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 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 $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

The original order was credited. We do see a new order was placed and shipped on 1/*** tracking number *** delivered on 2/

We apologize for the inconvenience. According our records the item was shipped on 1/*** tracking number ***

We apologize for the inconvenience. We did experience a problem with our international orders. The customers credit has been processed and should be visible on your account shortly. We would like to offer the customer a promo code of 10% off a future purchase. This is a one
time use code which we have emailed the customerPlease accept our apologies

We have contacted the customer by phone

the customer was credit on 1/

Customer purchased item from our outlet store on 7/Customers receipt
clear state we will issue store credit or exchange within days from
date of purchase. All items must be returned to the outlet with
receipt. We received the bag on 8/and issued a letter to the customer
stating we could not issue refund for outlet merchandise. Customer contacted us on 8/and informed us that she did use the bag and it was too heavy. She then requested the bag be returned to her. We returned the bag *** tracking number *** in which the customer refused the package and the package was returned to us. Therefore we are not holding the customers item without her consent. We attempted to return the merchandise to her.
We can not refunds for items that were not purchased directly through dooney.com as the outlet is a separate entity. However, as time courtesy will will issue the customer a gift card for the purchase price plus tax in the amount of 251.93. Please have the customer indicate whether she will accept this offer. We can not hold the customers merchandise and if we do not hear from her within business days we will once again return the item to her
Thank you

The customer spoke to one of our customer service reps on 2/at which time the customer was sent a return label and informed to let us know when the item shipped. We would then issue immediate credit on proof that the item was being returned to us. Customer stated she was going to
do a chargeback with your credit card company. We informed the customer that would delay her in receiving her credit. We do show that the item is on the way back to us and have issued credit on our end. If the customer placed a chargeback on the card she will not receive the credit until her credit card company finishes the investigation of the chargebackAgain, we apologize for the inconvenience

The handle on my $D & B satchel broke year & mos after purchase I have sent emails to their service dept over the last month and a half, all with no responseI am shocked*** offered to exchange my bag at full valueI will also ask to return my wallet, as I now find D & B ownership distastefulYou have lost a customer, Dooney & Bourke

Complaint: ***
I am rejecting this response because: I sincerely appreciate another apology I did not understand the statement that was made in regard to my color choice as the sentence was incompleteI am simply making a request to be notified when the product is available and to be offered that product at the same promotion price or to be offered a comparable substituteI don't understand why this is so difficult for a company that produces such quality products and is known for its customer servicePlease advise if this request can or cannot be honored?
Sincerely,*** ***

Complaint: ***I am rejecting this
response because: I returned the items with my own money and I did not receive a reimbursement of $8.00, I do not know who they reimbursed, but it was not me. But as far as I'm concerned they can keep the $at this point, for I will no longer purchase items from this company, which is sad because I have enjoyed may of their products down through years
Thank you Revdex.com for your support.Sincerely,*** ***

At the time we were sold out of the item customer purchased. After the
order was cancelled, we had a return and the item automatically goes
back up on the website once it is put into stock. The reason the item
was at regular price is because the sale was over. After an order is
cancelled we can not reinstate the order. We would like to offer the customer the *** small satchel at the same price of The colors available are black/black, bone, ocean blue, and red. If the customer would like to purchase this item, please contact our customer service department ###-###-####. Again, we are sorry for the inconvenience

Thank you for your reply. The offer was while supplies last. The egifts cards are automatically generated and emailed to the customer. We did not know immediately that the item was sold out. We apologize for the inconvenience

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
Sincerely,
*** ***
I do find it funny that you and I received different information Here is the email they sent me (Saying the credit was processd 1/10/So, 1st, it was done on the 4th, they told you it was the 6th and they emailed me after I posted complaint that it on done on the 10th.
Hello Tanelle
We apologize for the inconvenience in this matterOur records show your credit has been entered and processed in our system on 1/10/17.Credits can take 3-business days to release to your credit card from the date processed .We sincerely apologize for the miscommunication and delay with your credit
Sincerely
Jenny V
Customer Service
Dooney & Bourke
800-347-

Complaint: ***I am rejecting this response because:There response is inaccurateI did order two purses I received and paid for three pursesAlso the business did not address the other
parts of my complaintThe rudeness of their employee, the horrible customer service, they did not address my request to contact me to take care of the refund of the third item I received that I did not order. Sincerely,*** ***

Please advise Ms***-*** that Dooney & Bourke will do everything possible to rectify this complaintPlease return item to Dooney & Bourke, * *** *** *** ** *** Att: *** ***, Presidents Office.We will inspect the bag and upon inspection, we
will notify Ms***-*** with the results of the inspection. Include her name, address and explanation of what is wrong with the item.Please send *** or *** to our location. I will reimburse her the shipping charges upon receiving a copy of her shipping receipt.Thank you.*** ***

Complaint: ***
I am rejecting this response because:
I called Dooney & Bourke back and spoke with Kelly who left the voicemailWhat I was told is that this purse should
be stuffed in order to avoid it from caving when holding the purseShe also stated in the future they may reinforce the purse to prevent this issue from happeningI didn't remember reading anything about having to hang the purse or stuff it in order for it to keep its shape.
I looked at the website ( https://www.dooney.com/alto-camilla/MB841.html?dwvar_MB841_color=TVSATVSA#q=cami...⇄ ) again and there is no special care instructions for this purseIf s purse is caving in because it is not reinforced it should be reinforced prior to being soldAll care for the purse should be listed under the care instructionsI have also attached a screen shot of the care instructionsIf this is not a flaw, why this care not listed on the website? If something requires special care, it should be listed under the care instructions
Sincerely,
*** ***

We apologize for the inconvenience caused to the customer. We have been experiencing very high call volumes. The customers order shipped and *** tracking *** and is scheduled for delivery today 12/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***As of February 17, 2016, for all
money that I paid to Dooney & Bourke, I have received refundsAs long as they don't draft any future installment payments, I consider this issue to be closed to my satisfaction
Sincerely,
*** ***

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 will contact Dooney and Bourke on Saturday January 17th or the next business day. Thank you for your assistance
Sincerely, *** ***