Dooney & Bourke, Inc.

A letter was mailed to the customer on 11/letting her know what repairs could be done and instructions on the repair process Customers bag was returned to her because we did not hear from her within days to authorize repairs Customer can return the bag for repairs Same
repair options will be givenPlease see attached copy of letter mailed to customer

Complaint: ***
I am rejecting this response because I refuse to do business with a company that cannot acknowledge a severe customer service issue Four emails unanswered and two phone calls ended in nothing but frustration shouldn't be acceptable to any business The email response to Revdex.com was nothing but generic and Dooney could not even give an apology
I have returned the Dooney bag in question to *** where I purchased it for a full refundPlease close this complaint but I am unhappy with Dooney's customer service, response and will not purchase another one of their items.
Sincerely,
*** ***

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,
*** ***

Customers bag was returned without the packing slip that was enclosed in the box or any information to tie this bag to the purchaser. Therefore, we can not trace this back to the original purchaser at this time. In order to assist the customer, I will need the order number on the
packing list and or the name and address of the original purchaser.Attempted to contact customer by phone to no avail

Oh how I wish I had read these reviews before I ordered my Dooney bagI have several but have always bought through ***I wish I had stuck with ***I ordered the bag FebIt is now Feband there is no sign of it even being shipped yetI do note that according to ***, my money was accepted but not until FebIf you look at the status of my order IT SAYS THERE IS NO ORDERI have tried to call three times but hung up each time after minutesI have sent several emailsNo response at allI am going to see if there is some way to get my money back without getting the bag and going through ***Judging from these emails, that might actually be the fastest routeDO NOT ORDER THROUGH DOONEY WEB SITELESSON LEARNED

We apologize for the inconvenience. Due to the heavy volume during the days of Dooney, it was impossible for our system to quote live inventory. Therefore, there were some items that sold out before we could remove it form the sale. Our system is set up to allow back
orders and therefore will allow a sale even if an item is not in stock. The customers credit card has been creditedUnfortunately the color the customer ordered will to be available. We do have this item in yellow. This is the only one we have in the bundle. If the customer would like to choose the yellow, let us know and we will place the new order and promptly ship it out

Customers order was received on 12/17. The order shipped on 12/*** tracking number ***. Customer requested that we cancel the order. Unfortunately it had already been shipped. We stopped the delivery with *** and had the item returned to us
Customer was credited on 12/26. All payments are processed through ***. According to *** transactions we received an authorization on 12/for which was estimated amount due to taxes. We billed out on December 22nd. On 12/we issued credit for

Dooney and bourke have horrible customer service. I am going to find out how to write to Peter Dooney regarding my last purchase. I ordered a purse after thanksgiving for myself for Christmas. I never received it so I called in December to find out what happened to it. Dooney tells me it was delivered to me on 12/4 and that they would have to launch an investigation before they could replace it and that would take 15 days or more. I waited and never heard from them. I called after xmas to find they had cancelled my order but were still charging me through dooney pay for the purse I never received! These are expensive bags and they should have to be signed for on delivery. I believe mine was stolen off my porch , no fault of my own and a company like Nordstrom would send you a new one out right away. I will never purchase another Dooney bag. I did place an order for another but I am cancelling they suck and for what you pay for these bags this is unacceptable

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
0in 0in 0pt;">[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dooney and Bourke responded only asking me my order number, which I put at the top of my original request. This indicates a pattern...

consistent with my experience of them not following up on my email on 1-9-15 and deleting my email I sent on 1-27-15 before reading it. 
My order number is 
[redacted]
Please send this to D&B. 
Sincerely,[redacted]

please review email correspondence with customer.
Sent: Thursday, February 25, 2016 7:08 PMTo: [redacted]Subject: RE: Dooney and Bourke
Dear [redacted]
We have examined your handbag with extreme care and consideration
and no manufacturing defects were found. I do show signs of wear which is
normal however the handbag shows no signs of being defective. We 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 [redacted]
Ground and you should receive the package within 7-10 business days.
Sincerely,
Carol G.
Dooney and Bourke
###-###-####
From: [redacted] Sent: Tuesday, February 23, 2016 6:05 PMTo: Carol GarnettSubject: Re: Dooney and Bourke
Hi Carol,
Thank you for your quick response. I look forward to an
update.
Sent from my iPhone
On Feb 23, 2016, at 2:06 PM, Carol Garnett
<[email protected]> wrote:
Hi
[redacted]
My
name is Carol. Your social media post was forwarded to me for review and
resolve. I would ask that you allow me 24-48 hours as I have to have the item
pulled to my attention for re-inspection. I understand your frustration and I
will do my best to get this resolved in a timely manner. If you have any
questions e-mail me directly for immediate assistance.
Sincerely,
Carol
G.
Dooney
and Bourke
###-###-####

Dooney & Bourke offers a 1 year warranty against manufacturers defect.  We have offered to replace the key hook at no charge.  We quote 2-6 weeks on all repairs.  This does not mean it will take that long.  We will expedite her repair.
We suggest all returns...

are sent [redacted] or insured mail.  If an item is defective we will reimburse up to 13.00 in shipping.  We do not reimburse for express shipping.  As a courtesy we are reimbursing the customer 20.00 for shipping.  
Please have customer call [redacted] and authorize us to do the repair on her bag so we can expedite the process and get the bag bag to her promptly.
We apologize for any inconvenience.

Please see attached response to the declined...

transactions that they are claiming.My bank has told me they have no record of this transaction coming to them for payment.
Sincerely,
[redacted]
Qualifying Information for [redacted] Transaction
[redacted]
[redacted]
[redacted]
CIV: [redacted]
I am not including the CC number for obvious reasons however they continue to tell me that they are using this information and if they are then my bank would be able to see that they are trying to charge and they currently have not seen anything.

Complaint: [redacted]
I am rejecting this response because:
Clearly again, whomever is responding from Dooney is NOT reading my original complaint.  My complaint is not that an item I was looking for was out of stock.  The entire sale link was taken down before the advertised time.  ALL of the sale links were taken down EARLY on the 13th Day of the sale was to be taken down.  The advertised time was 11:59PM.  The sale was taken down before that time.  I also included a screen shot in my original complaint.  My mention of the item placed in my cart was because that is when I noticed the sale being taken down early.  None of the items were out of stock.  Again my complaint is the advertised sale was taken down earlier than the sale time and also the terribly rude and unprofessional representative that I spoke to.  The service I received was terrible.
Sincerely,
[redacted]

We apologize for the inconvenience to the customer.  We have been experiencing very high call volumes which also prompts customers to email.  Our customer service department opens at 8am est.  Customers order was placed on Saturday 2/6 and shipped out on Monday 2/8 [redacted]mart post...

tracking number 9[redacted]570.  According to [redacted] customers item was delivered: 
3:28 pm
Delivered
[redacted], OH
Package delivered by U.S. Postal Service to addressee

If there was a misunderstanding we apologize.  Customer has both bags.

Complaint: 10344193
I am rejecting this response because:
Sincerely,[redacted]

Customer has been in contact with our customer service team since 1/19.  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.

Customer call into our call center inquiring on returning 2 handbags that were purchased recently.  Customer stated she was returning a taupe [redacted] hobo and a  lavender satchel. She wanted credit for both items.  [redacted]issued a call tag for [redacted] to pick up both...

items.  We received 2 items from the customer, 1 lavender satchel and 1 taupe satchel.  [redacted] contacted the customer and informed her that we would issue credit for the the lavender satchel.  However we could not issue credit for the taupe bag because she returned and taupe satchel not a [redacted] hobo.  The satchel was purchased in December 2013 and well beyond our return time frame which is 30 days from date of purchase
Customer requested the lavender satchel to be exchanged for a new one.  The replacement lavender satchel was processed and mailed on 8/21 [redacted] tracking number [redacted] which was delivered on Wednesday 8/27 at 10:50am.   The customer taupe satchel was returned to her in the same condition in which it was received.  The customer was informed by [redacted] that her taupe satchel would be returned.  Had the customer returned the taupe [redacted] bag, that item we do not have any in stock and the customer would have received credit on that item.

I will wait for the handbag.  Dooney and Bourke should have sent out an e-mail stating back order- it's a customer service procedure !!
Thank you for...

checking-[redacted]
 
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]