Dooney & Bourke, Inc.

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

Thank you for the updated information.  We have reviewed the tracking and a credit in the amount of 90.08 Will be processed today.

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.

Complaint:[redacted]
I am rejecting this response because: I HAVE returned the bag (the bag was returned and delivered to D & B on Dec. 16th, 2014) and was told I would get a replacement, however customer service will not return an email.  
Yes, I would be happy with a replacement at the sale price, but I am not confidant the replacement bag will ever arrive.  And I would like an apology from Dooney & Bourke for their atrocious customer service.  
Thank you very much for attempting to resolve this issue.  
Sincerely,[redacted]

We apologize if there was any confusion.  Again, the sale item will only come down when an item is sold out and no longer available.  Any item still available for sale was on the website until 11:59pm.  Any items that were still on stock from each day were offered on day 13.
If you would like to provide the item number we would be happy to assist you in purchasing something comparable at the sale price.
We apologize if there was any misunderstanding with our customer service rep.

Complaint: [redacted]
I am rejecting this response because: 
Revdex.com sent me a message, and there is no message within the body of their email!  All it said was that the Revdex.com received my complaint.
Sincerely,
[redacted]
P.S.  Note my last name is spelled "Steinlage"

We apologize for the inconvenience caused to the customer.  A credit for the shipping was processed on 1/8 and would go back to the original credit card used on the order.

We received the customers purse on 2/9 and sent a letter to the customer with our findings and instructions. (see attached)  We did not hear from the customer within the allotted 20 days which is noted on the letter.  We held the bag here until 3/21.  Since we did not hear from...

the customer we were in the process of returning the bag to her.    The customer called and we retrieved the bag.  Customer emailed us on 3/29 and also spoke to one of our reprensentatives.  Customers also emailed on 3/29 which was responded to on 3/30.  On 3/30 the customers husband called and placed an order for a new item. 
Because the bag was not purchased directly through us we can not offer a refund.  We did offer full value of 158.00 (see copy of tags attached).

customer was credited on 2/16 in the amount of 219.62

First let me start by saying I really like my Dooney bags! I have several. Most have been bought at department or outlet stores and I bought one from [redacted]
I recently (12-5-2015 CST) purchased a bag on Dooney.com, but immediately after sent an email to [email protected] requesting it be canceled. I also called twice the next morning and was assured the order was canceled by two different representatives. A third correspondence, received three days later on 12-9-15, via email from their customer service department, advised that they could not find my order to cancel. This led me to believe all was fine and my order was canceled. NOT! On December 12, six days later, I received an email advising my order had shipped, and my account was charged $321! I called customer service immediately. The rep I spoke with looked into the issue and advised that she did not see anything that indicated I canceled the order, and repeated this statement numerous times. I was made to feel that she believed I was lying. She finally, after an hour, opened a "case" for me and requested I send "proof" of my cancelation. I sent screen shots of my phone calls, and forwarded copies of my emails. Another rep, the ONLY decent rep I encountered, advised that she would re-route the package and credit my account. I was thrilled! Today is December 22, 2015 and I have yet to see a credit on my account. I called back and waited in queue for 30 minutes only to be told my credit would not be applied until the bag was returned. Normally, I would agree with this practice and totally understand it. In this case, however, I do not. The order should have never been processed, my account should have never been charged, and I should not be waiting for a credit 16 days after the order was canceled, and 10 days after bringing this to their attention. A "supervisor" also informed me today that they were "already going above and beyond what they normally do for customers"...REALLY!? So it is normal to process a canceled order after 6 days, charge a customer’s account, and then make them wait 15-20 days for a credit?? If that is normal, then I want nothing to do with Dooney.
As I mentioned, I like my Dooney bags, but this experience has totally turned me away from ever ordering from Dooney.com, and has left a bad enough impression that I may stop buying their bags. There are other quality bags available.
Sadly,
DNG

Complaint: [redacted]
I am rejecting this response because: I was told that I would receive a REFUND, NOT AN EXCHANGE. I never mentioned a hobo, as I do not own one. The Taupe bag still had tags on it, as I never used it. I realized that the leather was cracking along the sides and the lavender bag had a deep cut in the leather.  The point is that I was deceived.  
Sincerely,
[redacted]

We will gladly accept the return of any product for a refund, provided the merchandise is unused and in restockable condition.  To return a product, please use our return form to create your shipping label and packing slip. The return request is located at the bottom of our webpage under...

returns, start return.  The packing slip provided must be included in your shipment to properly process your return. To ensure effective processing, please be sure to include as much detailed information as possible including order number, product name, style number and reason for return. Also, please provide an accurate email address and phone number so we can contact you if needed.
When you exchange an item, you will be refunded the amount paid for returned products at the time of purchase and charged for the new product at the current price at the time of your exchange.  Therefore, for faster service we suggest retuning the item for a refund and ordering your replacement online.
 
We sincerely apologize for any inconvenience caused to the customer

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]

Dooney & Bourke offers  a one  year warranty against manufactures defects.  Our policy is to have the customer send the item back to us for inspections.  We will inspect the item and within 7 days the customer will receive a letter in the mail with their...

options.  The customer would then need to call in and authorize repair.  We ask that the customer include a copy of their shipping receipt and if the item is deemed defective under warranty we will reimburse up to 13.00 in shipping. 
The customer should return the item UPS ground or insured mail along with their name, address, daytime phone number and a brief description of the problem.  The address is :
Dooney & Bourke
Att: Repair
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dooney & Bourke personnel promotes its products as being well-made and durable; however, that was not my experience with this handbag. The handbag was purchased in June 2014; it was dry cleaned and retrieved on August 2, 2015; and a letter of complaint was sent on August 3, 2015 regarding dry cleaning results.
In response to the Dooney & Bourke reply, I did not purchase the handbag from the Dooney & Bourke website, so I would not have any knowledge of care instructions. The handbag did not come with a care instruction paper enclosure or label. However, as soon as the problem occurred with the quality, I attempted to advise Dooney & Bourke twice without success. My initial complaint was made to Dooney & Bourke 13 months after purchase. No response was received. I sent a follow up message through the Dooney & Bourke website in December 2015. No response was received.
Without a care label, I did everything possible to take care of this handbag. Nothing on or in the handbag states “do not dry clean”. Dooney & Bourke is doing a disservice to its patrons by putting the responsibility on them to find out cleaning instructions, instead of providing the information to consumer at time of purchase and not after a problem occurs.
As a courtesy and gesture of goodwill, I am requesting a full refund of $156.88 and I will gladly return the handbag upon receipt of a pre-paid return label.
Also, something is wrong with the date entries for the Revdex.com website, I entered dates but they populated in a different format.
Sincerely,
[redacted]

Hello, I am writing in reference to [redacted] complaint.
If [redacted] would be so kind as to return the bag to me:
[redacted]
Dooney & Bourke
[redacted]
Making sure that my name is written on the outside of...

the box in large letters so that it will come directly to me and not the returns department, along with a note to my attention in the box with the bag. Also, please put a receipt
for the shipping back of the bag and I will gladly reimburse [redacted] .
I will personally inspect the bag and see what we can do to repair the bag.  Company policy does not allow us to send out rivets or parts for bags needed to be repaired to the customer, if something happens to the bag or leather it could cause more problems for the repair of the bag. 
I will gladly help [redacted],
[redacted]
Presidents Office

Unfortunately this item is discontinued.  We will not be getting any of these in.  At this time, we can offer the customer 30% off the retail value of any item.  If the customer would like this offer, please let us know and we will forward the one time code.

The gift card was purchased as an e gift card which was done online.  The purchaser of the 200.00 gift card disputed that charge with her bank.  Stating she did no authorize the charge.  Dispute was granted by the bank.  The gift can not be used at this time or...

refunded. 
Customer has spoken with several reps and a supervisor and was informed of the above.

During the holiday we experience an extremely high call and email volume.  The email response you received is an automatic email.  Customer can send her item back to be repaired.  Same  options will be offered.  We issue a label if the customer would like to return the bag for repair.  please let us know if you would like a label emailed to you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.
I requested interest...

accrued and did not receive and while I am completely satisfied, I am glad to have recouped the partial claim.  I am truly saddened that a business of this calibre choose to ignore a longtime customer and this matter had to be escalated.  I trust the Revdex.com will follow up with this business so that this practice does not happen to future customers.  It would be beneficial for this business to make some effort to contact me and try and regain my trust.
Thanks in advance to the Revdex.com for their attention to this matter!  [redacted]