Dooney & Bourke, Inc.

Complaint: ***
I am rejecting this response because:
The information the business is giving now in response to my complain - is a lieNobody ever explained me the situation with the gift cardAll I was told - that "Dooney and Bourke" issued me a refund on February 8th 2016, it didn't go through, so they would not give me refund anymore, as I didn't buy the gift card from themAll I'm getting from this, that the business doesn't stand for their name and reputation, and has bad customer service
I had an issue with "Dooney and Bourke" customer service several years agoIt was also quite remarkable experience, not the usual one you would expect from respectable business - as I recall now.
I wish I would remember that experience before dealing with this company againUnfortunately it was several years agoand I must have forgotten the details
Sincerely,
*** ***

We again profusely apologize for the delay in sending a new bag to Ms***. 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 offers a year warranty against manufacturers defects. Care and cleaning is provided on the bottom of any screen on our website under product. Also our customer service team is available to provide cleaning instructions
The customer can take advantage of our valued customer trade in program. We will offer half the current retail price on the item sent in to apply towards a new item of equal or greater valueCustomer can return her bag along with her name, address, daytime phone, and the reason for the return. Ship UPS or insured mail to
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Nylon Collection (to Present)The nylon fabric will initially
repel waterHowever, if nylon is exposed to water for any length of
time, it will darken momentarily due to some water absorptionShould
this occur, blot with a dry white or light colored cloth and allow it to
dry completely
For simple spot cleaning, use a soft cotton cloth slightly dampened
with distilled water (sodium-free seltzer water may be substituted) and a
mild bar soap, applied in a circular motionRepeat with distilled
water only to ensure no residual soap remainsThe fabric should then be
allowed to dry completely
Oily spots should first be wiped free of excess liquidTalcum powder
is then sprinkled on the area and allowed to sit brieflyUsing a dry
toothbrush, gently brush the powder away to alleviate the soil
No creams, polishes, cleansers, or leather conditioning products should be used on the trim and handles

customers bag is under warranty and we are honoring the warranty by offering the full value of the item. Unfortunately when an item is not purchased directly through us we can not offer a refund. We can issue the customer a gift card which can be used online or in any of our retail
or outlet stores

The return has been received and credit processed. The credit may take a few days to show up on customers account

I have owned Dooney and Bourke bags for 30 years. Purchased a handbag a year and a half ago that I use primarily when I travel. apparently the handbag was defective. Recently when out of town, the strap that holds the shoulder strap broke. Since I was out of town, I had it repaired.When I returned home I sent it in to Dooney for them to repair properly. They said they would NOT repair it and that they would give me $99 toward another bag for $200 or more and it could not be on sale or discounted.I called in to the company twice and they refused to anything further or repair my bag. I have purchased their bags for 30+ years and they have lost a customer.
My two issues with Dooney and Bourke are:
#1- Terrible customer service. Unwilling to help a customer or address their concerns.
#2 After a year and and half of light use, I now question the quality and workmanship of their handbags.

We are issuing a refund for the return shipping in the amount of 19.10. please allow up to business days to receive your refund

customer ordered two items. Which item is she referring to? What is the price discrepancy? We need more information to assist you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***The response is not acceptable since it does not actually answer what I asked them to considerThere was no confusion and the company has clearly chosen to ignore my request to consider another solution to this problemI find them to be difficult to work withI will settle this with them another route since the Revdex.com does not seem to be helpingAfterwards, 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,
*** ***

Complaint: ***
I am rejecting this response
because:
My name is *** ***, the purse was purchased for *** *** my mother.
It was purchased apprx months ago.
Sincerely,
*** **

The shipping refund was sent to our account department upon response to this complaintCustomer should receive the refund by mail in 7-business day

Complaint: ***
I am rejecting this response because: I was sold a faulty bag from the beginning and did not know it until I started carrying the bag later on. Now there is a warranty in place that has no stipulations from what I read however, you as corporation seem to be making up warranty rules along the way. Your letter stated that I could only get a credit to purchase on line, now your offering a gift card to purchase on line or at one of your authorized dealers or retail stores. It appears to me that you are trying to force me to buy your product. As a consumer I work hard for my money and I have the right to spend it however I choose. I chose to purchase your product with the understanding that you will stand behind your merchandise / warranty. After this, I don't feel comfortable with purchasing anything else from you. Who's to say what will happen with the next product I have a receipt for my purchase that can be provided for my full refund not a credit nor gift card. As a corporation if you don't want to honor your warranty maybe you need to consider removing your product from all out side retail stores or revising your warranty.
Sincerely,
*** ***

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: ***
I am rejecting this response because:
I talked to someone at *** and they will be refunding my moneyPlease ship me my purse back and if things change for some reason with ***, I will get back with youI am really not okay with your products anymore, This is my 5th Dooney and Bourke purse and I could not believe how you offer a warranty for a year and I have only used this purse for a couple of monthsI do not know how these marks got on the purse as I do not keep it on the floor and when it is not in use, I keep it in the bagWhen you mail my purse back to me and I get my refund from ***, I will notify the Revdex.comI appreciate your time and effort
Sincerely,
*** ***

We apologize for the disappointment caused to the customer. We would like to offer the customer a 10% of code towards a future purchase. The customer can contact our service department at *** and reference her original order*** if she would like to use the code

From:*** *** [mailto:[email protected]] Sent: Monday, March 09, 1:PMTo: ***Subject: Cancel Complaint ***
I have reached a resolution with the company (Dooney & Bourke), and would therefore request to
cancel/withdraw my complaint against them.
I am sorry for any inconvenience this may cause you. If I could receive a confirmation concerning this matter, I would very much appreciate it
*** ** *** *** *** *** *** ** *** *** ***%3%

Customer has been corresponding with a representative in our customer service department *** is our payment processor. Please see attached copy of declined *** transactions. Customer can send a check for the repair amount

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

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
The refund showed up on my credit card statement todayHowever I will add that had I not complained to you the company would never have refunded the amountThey did not respond to emails I sent themTherefore than you for being there
Sincerely, *** ***

My experience is like a lot of recent postsI ordered a Briana bag & clutch for my wife on 11/as Christmas presentsClutch arrived quickly, but by early-December was getting worried about the BrianaCalled twice over weeksThough no one could provide a tracking number, I was assured, “It’s on it’s way, don’t worry!” On 12/I wrote a nasty email advising them they'd missed Christmas (despite a 24th delivery guarantee) & wanted a statusThe only response was Dooney submitting a charge the next day for the bag on my *** accountEmailed twice between then & 1/(almost the month mark) and got zero repliesI called today (1/13), raised hell and said I wanted this order cancelled and pointed out their complete lack of professionalismNever once did Sammy say sorry about our experience or offer anything at all, just that she’d cancel the order ‘Once the systems back up’ since it was supposedly down, and she’d & email me confirmation by EODhours later I get an email saying, “Congrats! We just sent the clutch!” which is the item we already have, and that they’re charging me $for both itemsI send them the email with a sarcastic, “You guys are just messing with me, right? They respond within an hour that it's actually the bag that's on it’s way, and many congrats! So basically they only move when the thought of not getting their money becomes an issue, and discard any status requests you sendMy wife will be taking back whatever arrives in the mail and using the money on something nicer and better made at a *** outlet