Dooney & Bourke, Inc.

This is the third and final time I will order through the website. I own many Dooneys purchased through [redacted] and [redacted]. Each and every purchase through the Dooney website is a nightmare. My last purchase came in a completely destroyed box. Bag was damaged. The company's response was to talk to my mailman! No assistance whatsoever from the company to get this resolved so now I need to fight with [redacted]. An important note is that before delivery the shipment was marked as damaged (Exception) to be returned to Dooney but then was returned and delivered anyway. It is shocking to me that this company does an excellent job at making beautiful products but is so unsuccessful at customer service.

We apologize for any inconvenience.  We did reimburse the customer 20% of her order which was 56.82.

What despicable slimy companies both Dooney and ILoveDooney are.
I ordered a bag from ILoveDooney. It is defective. It's missing the key hook. I called Dooney to make sure this bag should have a key hook sewn in. They told me it did and that I should call ILoveDooney.
I called ILoveDooney who told me they don't exchange defective items and that I'd have to call Dooney. I'd have to get an address and generate a label and send it to Dooney for repairs. I called Dooney back. They told me the same.
I received a defective item, yet, I'm supposed to jump through hoops to rectify your mistake. You should have offered to send a new bag out immediately. I should have been able to return the garbage defective bag to ILoveDooney.

We apologize for the inconvenience caused to the customer.   Stock is available under the item is paid for.  Unfortunately this item sold out prior to customers payment.  This item was a special during our 12 days of Dooney sale and we do not have this item in stock.  To...

better serve the customer we informed her that the item sold out prior to excepting payment rather then except payment and not have the merchandise.

The customers credit was processed on 1/6.  Once we process the credit it can take 5-7 business days for your bank to process it on their end

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

Customer spoke with a supervisor and placed an order for the 2 items on 2/16

We apologize for the inconvenience caused to the customer.  Unfortunately this item is not available.

In examining [redacted] bag, there are some worn areas on the corners of her bag. The bag is in excellent condition otherwise. I would be happy to send her a gift card as we cannot refund a customer for a bag that was not...

purchased through us.  Please ask [redacted] to send us a copy of her receipt and I will send her a gift card in the amount on her purchase.
Thank you
[redacted]

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 need the original order number to further assist the customer.  The customer has more then 1 order

We have replaced the customers package.  according to UPS the apartment number is needed.  Apartment number was not included on the original order.  This could have caused the dilema with the original order.  We have updated the customers records with the apartment number listed...

on this complaint and contacted UPS with the correct information.  UPS tracking number is 




                                                                    [redacted]

Complaint: [redacted]
I am rejecting this response because:
On 01/25/2016 Dooney and Bourke received my purse for a refund. I tried calling and emailing several times to find out what the status of my return was. I did not get a phone call back until I made a report to Dooney & Bourke. Now, I still do not have my purse back and I cannot get anyone at Dooney & Bourke to call me back and let me know what is going on with my purse. The final payment was taken out for my purse on 02/15/2016. I tried calling Kelli on her direct line on 02/16/16 & 02/23/2016 and left voicemails both times. Dooney & Bourke stated on 02/11/2016 that Kelly would be calling me back. I am unable to get a hold of Kelly or receive a return phone call. I sent a message through Facebook and received a response stating that a supervisor would call me to assist with the problem I am experiencing. I received an email from Carol G[redacted] on 02/23/2016 at 2:06 PM stating that she needed 24-48 hours to get back to me. I have not received an email or a phone call back from Carol. I did respond to Carol and thanked her for message and let her know that I was looking forward to hearing back from her. I would really like a phone call from someone to let me know what is going on. It is a shame that the only time I am able to get a phone call from Dooney & Bourke is when I file a complaint with the Revdex.com.
I would like a refund at this point. I am not able to get a hold of anyone without first filling a complaint.
I am unable to get a hold of anyone at Dooney & Bourke. I have left voicemails, tried calling corporate, tried emailing. No one will return my phone call or let me know what is going on. I don't want to make a second complaint as this is getting quite ridiculous. If you could provide me any information on who I can contact to have this resolved. I would really appreciate it. I have never filed a complaint to the Revdex.com and I have had to file 2 complaints to get someone to call me back.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  The original order number is [redacted] which I have already given to them. 
Sincerely,[redacted]

Customer called in on 12/23 to check the status of the order.  At that time customer was advised that the clutch was subject to backorder.  When customer called back to cancel order customer was advised that the order was already cancelled.  The order was cancelled in our system on 12/28.
We do apologize for the inconvenience.  Due to the busy holiday season, we usually contact our customers regarding back ordered items after the 1st of January

We apologize for any inconvenience caused to the customer.  The ez pay option is set up through our website only.  In house representatives can not place ez pay orders.  All exchanges are full credit full charge.  Therefore in order to exchange for color red we would not be...

able to except the ez pay option.  The customer would need to replace her order and send the other item back for full credit.  We have issued a label for the customer to send the item back.   The label has been emailed to the customer.   Please use this 20% off code to receive the discount on the item.  Code:  [redacted] 
The customer service representative stated that the item shipped because the item was already packed, issued a tracking number.  At that time there is no way to know if the item is on the skid waiting for the carrier or the carrier picked it up.  The confirmation email is sent once our system closes.  The carriers tracking information is updated once the item is scanned at the carriers facility.

We apologize for any inconvenience to the customer.  Items will allocate to a customer when the item is paid for.  Putting an item in the cart does not hold an item.  The item will come down when we are sold out.  This is why the  customer could not find the...

item.Please provide the style number you were looking for.  It is possible we can find something comparable or in a different color

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that credit was finally issued to my account on Feb 19th.  This resolution is satisfactory to me. Thank you for...

your help!Sincerely, [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.
The issue has been resolved for complaint number [redacted].  Thank you for your help - it created an expedited response and it is much appreciated. Sincerely, [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dooney has done nothing for the inconvenience and series of lies that I was told.  I was supposed to have received a refund for the lavender bag based upon a conversation had with the aforementioned rep who was unnecessarily dishonest.  
Sincerely,
[redacted]