Dooney & Bourke, Inc.

Complaint: [redacted]
I am rejecting this response because: I do not understand their statement regarding the color I had originally ordered. I understand they have yellow as it was available when I requested the color black. I am respectfully requesting when the color black is available in the item that I originally ordered I would like to be notified and be able to order that item at the same advertised price or the company could offer a substitute item that is similar in the color black at the same advertised promotional price. Thank you Revdex.com for your assistance.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I contacted [redacted] and that card is active now, tell them to try and process again.
Or send me a direct invoice by e-mail.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I called in to ask what was going on and how do they justify doing this to customers during Christmas no less.  I was told that...

my order was cancelled and that it had been cancelled for a week.  This didn't occur on December 28, 2015.  This occurred January 25, 2016.  Had I not called them I would still be waiting for a Christmas gift.  These people have disgusting business practices and I wished I had consulted the Revdex.com prior to dealing with them.  It is truly unbelievable that a business this well known finds it so easy to lie!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did reply to Dooney & Bourke by phone and email (see attached).  As the repair was free of charge, no payment was made.
Sincerely,
[redacted]

Thank you for the updated information.  The bag was returned in January 2015.  The bag was inspected and beyond repair.  No defects were found by our inspection department.   A letter was sent to the customer with the information. We do not have sufficient space and it is a liability to hold customers merchandise.  Therefore we have a 30 day policy on holding items.  We did not hear from the customer and the item was returned.  We remove the original letter sent with the item and file it for our records.  On 4/30 the customer called in.  Customer stated she was moving and will return the bag.   On May 27th the customer called and was informed all of the above information.   
Customer was also informed to return the item along with proof of purchase to show item is within the warranty period and we would reinspect the bag.  Customer states she paid cash.  A guarantee card is included with all of our items and we do not have the warranty card on file to show the date of purchase.  Without a receipt we can not determine when or where the item was purchased.  Therefore we offered the customer our valued customer trade in program, which is half the current retail value to apply towards a new item of equal or greater value.  
Customer can either provide proof of purchase or send the item in and take advantage of the  trade in program.

We apologize for any inconvenience.  Unfortunately the item is sold out and discontinued.  The customers order was cancelled and not billed.

Complaint: [redacted]
I am rejecting this response because:
rgb(31, 73, 125); font-size: 11pt; font-family: Calibri,sans-serif;">They received my return on January 23rd (I have the tracking information to prove this), and as of Friday, February 5th, I have NOT received this credit.
There is no excuse for this, and this should have been credited to my card within 5 days.  Also, they will not reply to any email I sent, which is poor customer service.
When I did call, (after being on hold for over 10 minutes), the lady said that they would refund my shipping as well.  I did have a lady call me to let me know that they are processing the refund, and they will mail a refund check to me for the shipping.
With this company, and the way they handle their customers, I am not holding my breath.

Sincerely,
[redacted]

Complaint: [redacted]
The response seems to indicate that I will receive a replacement when they are in stock. If this is the case then I will accept. However, as indicated in my complaint, I have been told that I will get a replacement before, then that I would not by another associate. Does Dooney and Bourke have an idea as to when these will be back in stock to send me the replacement?
Sincerely,
[redacted]

On February 2nd customer was issued a refund of 294.95.  Because the customer purchased the item using the dooneypay options, charges and credits are issued in 3 installments.  Therefore, on February 2nd we issued 3 credits.  The amounts are 90.53, 113.90, and 90.52...

totaling the full credit amount of 294.95.  Please review paypal transactions below.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]     
[redacted]

customer was issued credit on 2/16

It was their mistake. Their service is horrible. Why don't they send me a return label. I have spent over 2 hours...

with customer service and on hold.  I received it yesterday. This company has the worst service ever. I wrote Peter Dooney CEO and he never replied to my letter. Dooney should send a return label. I know why the have a F rating with the Revdex.com. Thanks Revdex.com for your help.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Horrible customer service! I wanted to exchange a bag I received for Christmas because I already had one similar to it in almost the same color. I emailed 2 times and got no reponse, I called several times and was hold for over 30 mins with expected hold times of 5-10 mins. When I finally spoke with a customer service representative the gentleman told me that I could exchange my bag for a different color without being charged full price, even though it was discounted during the holiday sales. He said I only needed to fill out the return form on-line and the exchange would be even because it was the same bag in a different color. This was not the case! I was charged full price for the new bag. I could not get anyone to respond to my emails or phone calls, so I finally sent a face book message and demanded a response. Someone did call me, only to inform me that the bag was only on sale for 24 hours and when the sale ends you pay the new price at the time of the exchange. How ridiculous! I spoke with 2 different people and they both said that the gentleman was wrong to tell me that and that someone had responded to my email, I just never recieved it. I am returning the new bag for a complete refund and will not purchase anything from Dooney and Bourke again!

Complaint: [redacted]
I am rejecting this response because the bag is DEFECTED! This company is lying about the bag not having defects! Thus the reason I desire a FULL REFUND for the purchase amount and returning the bag. 
A letter was NEVER sent to me! This was confirmed by several customer service reps and manager!
I do not wish to purchase another bag from this company at any cost! 
I can't believe this company wants me to purchase another bag from them when they are giving me problems concerning a bag that is defected! 
This purchase was made with CASH, as mentioned before. 
Please REFUND the amount for the purchase price for the bag, and I will ship the bag once again. 
Trying to force me to pay more money into a company that could care less about its customers is crazy!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not received an email proving the order was cancelled and the order on the website does not show it has been cancelled. There is still a charge of $218 on my debit card.
Sincerely,
[redacted]

I bought a beautiful D&B purse while on a magical vacation at [redacted]. Within 3 months of normal use, my strap broke and the corners of my purse were missing color. I sent my purse into D&B to be fixed. After about 6 weeks, I received my purse back, unfixed and with zero paperwork of any kind explaining what care was taken. My husband called their customer service and they didn't offer any apologies. They told him to send the purse back to them and they would give us a credit for the amount we paid (minus taxes, of course, and once again shipping is on my dime) to be used toward another D&B purse. Really? That's an ironclad Dooney guarantee? I wanted my purse fixed! It was the one thing I bought for myself to remember a once in a lifetime trip. My advice, don't buy their products unless you're ok with no guarantee!

Again, we apologize for any inconvenience.  The customer can return the item for a full refund.  If the customer is still not satisfied with the response, we suggest the customer contact a supervisor in our customer service department to better assist the customer.  If the customer would prefer, we will have a supervisor contact her

We do not contact the customers  bank regarding customers cards.  [redacted] is our payment processor.  We contacted our representative at [redacted] who looked further into this for us.  The [redacted] is coming back as a bank
decline.  The [redacted] is attached to the buyers [redacted] account and is marked
as inactive on the account.  So when that card goes through our system, it
sees it as inactive.  They buyer would need to go into their [redacted] account and reactivate the card for this card to work

The unfortunate aroma that emanated from the bag is not
common but can sometimes occur as a result of a series of events/steps.
 The natural cowhide must be purified in order to produce the
fine leather items seen on line. This purification/ preparation is known as
tanning. This is a process filled with several involved steps which include the
use of natural tannins, natural oils, vegetable dyes, etc. In rare cases once
the process is complete and the finished items are sealed in protective
wrapping in order to be sent to our warehouse for distribution there can be a
reaction that occurs that may produce an aroma like you experienced. Once the
item has been removed from the packaging and allowed to “breathe”  the
aroma will dissipate .
 
The customer can return the bag for a replacement at the sale price.

Please provide the order number so we can further assist you

When a customer calls stating they are having an issue with their item, we request that they return the item to be inspected.  Once the item is inspected we either send the item to repairs or replace the item.  The customer was provided with the standard information as we can not speculate...

on what procedure will be taken until the item is received in our inspection department.  We do not see that the item has been returned to us as of today for inspection.  We suggest the customer return the item along with their name, address, and daytime phone number along with the reason for the return.