Dooney & Bourke, Inc.

We have issued a refund in the amount of 20.00.  We would also like to offer a discount of 20% off any item on our website.  Please use  code [redacted].  If the customer would...

like to return the items, she may do so by going on our website www.dooney.com.  At the bottom of the page is returns.  Click start return.
 
We sincerely apologize for any inconvenience .

Thank you for reactivating your card.  Your credit card has now been approved and your purse will be shipped back 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 satisfactory to me.
I had the pleasure of speaking to Ms [redacted] she was very kind and resolved my issue in a very timely manner.  I sincerely appreciate her.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  On 2/2/16   Dooney withdrawn from my bank for the amount of 90.53.  Please Dooney stop lying and look further with your system.  If you look further in your system you will actually see how much money you've received verses the money you returned.  This is to much for me to handle and is stressing me so much that I have to deal with this.  Please look at closer into your system.  And also one of your Rep did clarify with me that you received more money and did indeed withdrawn the last payment. Please this is stressful enough and you're company is taking so much of my time and energy and the time for my children.  This is way too stressful
You've issued a refund to me for the amount of 294.95 and you have received 385.03.  Please a multi billion company do your research and resolve this problem.  Thank you!
Sincerely,
[redacted]

We apologize for the inconvenience caused to the customer.  The customers item has been received and the account credited.  We have issued a reimbursement in the 8.00 to the customer for return shipping cost.

Complaint: [redacted]I am rejecting this response because:  During that time Dooney Bourke was running the sale there was...

another bag that I was also interested in but, by the time I decided it flagged me as "SOLD OUT".   But, with the bag I ordered, no problem.  The sale went through, paid for the cost of the bag plus tax, and shipment cost. Promised delivery was within 7 to 10 days.  This was the only gift I bought myself for the Holiday.  I was so excited for getting the chance to purchase the bag at a great price. My first disappointment was it never arrived by Christmas then, after almost two months of waiting only be told that it is out of stock. Very heartbreaking!
Sincerely,[redacted] %3

We will NOT charge the shipping back to you.  If the return label is used for a defective item or a mistake was made on our part, we will not deduct the shipping from your refund.  Your account has been noted.

For what supposed to be a supposed to be a classy, sophisticated business, they has the absolute worst customer service! Placed an order 1/22/17. Called in to customer service the next day to check status because my friend and I ordered similar items at the same time and she had already gotten shipping confirmation 1/23/17. I was told at that time that order was in "progress". Still there was no status information on the D&B site, which was concerning. I sent 2 emails that went unanswered and made a total of 4 phone calls in which each time I was told their system was down at the time. Well, 3 days later I am finally told item is on back order and can take 2-4 weeks to process. Agent advised they do not send out any type of update when that be the case, you are advised if/when you call in. Agent advised credit card would continue to "reauthorize" until item is shipped. It would not be so much of an ordeal if this wasn't a gift and I was expecting it in a timely manner. I definitely expected more from what I "used" to consider to be a high-class business!!

A credit in the amount of 411.28 was processed on 1/19/16

I couldn't possibly write a strong enough warning to stay away from this company, but STAY AWAY from Dooney & Bourke. They should be ashamed. Their customer service is borderline non existent, and I wish I had read the Revdex.com reviews (seriously, go read them. Nothing but pages and pages of bad reviews) before making my purchase. They have never been my luxury brand of choice, but I received an email with a discount code and figured why not? When the bag came in the mail there was a HUGE scratch in the leather. I sent an email along with pictures to customer service requesting a replacement or repair with no response. Sent another email and finally got a generic "we're sorry to hear this" response while informing me they don't do exchanges. I made it clear that I was not looking for an exchange because I ordered the wrong color or something, I wanted an exchange because they sent me a defective item. They again refused to do an exchange, and told me I could "place a new order at any time", but would also not honor the original discount code I had used to make this purchase - although I must admit at this point, even if they had offered to still honor the code, I'm not sure I would have re purchase the bag I was being forced to return.
I was then directed to the returns page where I noticed I would have to pay for the return shipping. When I brought this up to the customer service representative they told me if the item was indeed "deemed defective", they would waive the shipping charge. I'm sure the pictures I sent were enough proof, but apparently not.
I don't think asking for a replacement or repair on a damaged item is really that taxing of a request - it seems like a fairly basic customer service standard. Even no name sellers on Amazon will uphold that simple courtesy. I am completely baffled that a "luxury brand" wouldn't want to stand by their quality product and customer satisfaction.

I purchased my 1st Dooney bag in Dec 8th last year. Within the 1st week the rivets broke and the bag had to be sent back for repair . Now in less than a year the bag had to be sent back again because the strap broken and piping came out from the bottom. Oddly enough I bought a purse from a local store for $20 and haven't had 1st blemishes with it. My expensive Dooney has been nothing but an inferior product. It has not been a full year and instead of Dooney fixing the problem, they sent a letter trying to make me pay to have it repaired or purchase a replacement bag. Why would I purchase another Dooney when this 1 has been nothing but problems! The resolution I want is for Dooney to honor their warranty and repair my bag free of charge as per their warranty . Very bad look for the company !

Review: I purchased a Dooney and Bourke [redacted] crossbody bag on January 29th, 2015. Less than 2 months later I started noticing the corners of the bag were wearing to white. This is quite the eye sore as the entire bag is dark grey. I called the company and was told to send the bag in for repairs. I sent the bag in after all four corners wore through and were obviously getting worse. The first woman I spoke with told me they would be replacing it, they were just currently out of stock so it would take a few months. I then received a letter stating they were NOT getting any more in and would either send the bag back or credit me the full dollar amount of the purse as store credit to Dooney and Bourke. I requested the bag back because I have no interest in purchasing through Dooney and Bourke again. This was the one purse I wanted and I don't plan on ordering again from a company who lied to me and, after a search of my specific problem, obviously continued to send out faulty products. A quick search provided over 10 other instances of my exact problem - some of whom had been sent a new bag with corners reinforced. These complains dated back over a year. I am not okay with either option Dooney and Bourke offered. I've explained why I do not want store credit, and I am not okay with just getting my purse back. I paid full price for a subpar product. An issue that was known about by the company who is now not fulfilling a one year warranty.Desired Settlement: I would like my product replaced with one that will not wear through on the corners, as their sales associate indicated I would or for the company to pay for a cobbler to create the reinforced corners (this is how they were fixing this problem with other buyers). Thank you.

Business

Response:

We again profusely apologize for the delay in sending a new bag to Ms. [redacted]. 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

Consumer

Response:

Review: [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,

Business

Response:

WE TOOK SOME TIME TO RECTIFY THE ISSUE WITH THESE TYPES OF BAGS AND WE NOW HAVE ITEMS IN PRODUCTION AND WE WILL BE REPLACING YOUR BAG AS SOON AS THEY ARRIVE AT OUR FACILITY.WE WILL CHECK WITH PRODUCTION AND SEE IF ANY OF THESE CAN BE EXPEDITED.

Review: I have called and emailed numerous times to becredited for a mistaken charge. It has taken weeksand still no credit. I had to file a fraudulentclaim through my bank to assure my money is returned. It is totally unacceptable that myemails have not been answered. This is NOT CUSTOMER service! Beware of this companyGreat purses but horrible business practices!Desired Settlement: Refunds $98.33 immediately

Business

Response:

We apologize for the inconvenience. Due to a timing issue with the return and billing cycle the credit was not processed. Our credit department has issued a credit in the amount of 98.33 to the customer.

Review: I returned a purse I bought online from this company. I returned it in perfect, un-used condition with all packing materials, protector bag, etc. well within their allowed return period. I paid $18. to USPS to return the item. This was for order # [redacted] in the amount of $344.24. The tracking number for my return, through the USPS, is [redacted]. The returned purse was delivered to Dooney & Bourke on Friday, January 23rd. It has been 2 full weeks and Dooney & Bourke has not refunded my money. I called Dooney & Bourke 1 week ago and was on hold for approximately 20 minutes. I was finally able to speak with an agent. I was told they were very behind on processing returns. They stated they did have my return package and would try to process my return within another week or so. They also stated they could not send me an email to let me know when they would process my return, or that they would process it. I would only know they had processed my return and my refund when I saw the credit show up on my bank account. This is beyond ridiculous for a company of this size and stature. Dooney did not wait over 2 weeks to get the money from me after they had shipped me the purse. As a matter of fact, they had the charge for the item placed immediately on my account. They received the item back 2 weeks ago, and I want my refund. Thank you for you help in getting this resolved.Desired Settlement: I would like an immediate refund to the account this item was purchased on.

Business

Response:

customer was issued credit on 2/16

Consumer

Response:

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]

During their Christmas 2015 online sale, they promised delivery of orders by December 24 for all orders placed by December 17. I placed an order of two items on December 10. One item arrived on December 20. The other did not. I got an email saying they expedited delivery on the order so I figured I'd still get it by December 24. But my account indicated that the second item hadn't shipped. I sent them several messages via email and on their Facebook page. No response. I sent them additional messages. Finally, on December 24, they send me an email saying the item is out of stock and was in fact out of stock the day I ordered it, saying that their website doesn't reflect current inventory! No mention of the delivery guarantee. When I complained about this, they offered me a coupon for 35% off a future order! That's it.

Review: I purchased a dooney and bourke purse and the purse has defaulted within the logo. The default is a manufacturing default. The bag was purchased within a year in the form of cash. I requested either a full refund or to send another bag without default. Each representative I spoke to refuse to do so. In particular the ''manager'' [redacted] at ext [redacted] was extremely rude and refuse to handle this situation with care. She was extremely unprofessional and could care less about my concerns of the defaulted bag.

Prior to the above statement, the bag was shipped to the dooney and bourke address provided :

Dooney & Bourke, Inc.

Att: Return Department

The bag was in their possession for well over 30 days... they returned the bag with out any form of contact and removed the document they told me to include which provided my name address and other information.

After not hearing back, I contacted them yet again and to my disappointment they failed to either refund the amount of the bag purchase or to send me a bag that was not damaged.

I will never purchase another donney and burke bag ever! Extremely unfit customer service, in particular the manager of the customer service department [redacted] (ext [redacted]). After explaining myself for the fifth time, she began to yell uncontrollably to the point I had to tell her to stop yelling at me and stop cutting off my sentences and allow me to speak. I also requested her supervisors contact, and she replied ''There is no one higher than me''....

I would like a full refund, they can have the bag back (yet again) if they agree to pay for shipping this time around.Desired Settlement: Refund and apology from the manager [redacted] and I would also like to request that [redacted] be trained properly on how to care for customers properly. She could really use direction.

Business

Response:

In order to further look into your complaint, we ill need further information. The customer did not provide a last name. When was the item returned and what name was it returned under

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Returned a purse on 1/11/16 via UPS, they received the purse on 1/13/16 at 10:25am. I called several times beginning on the 19th and talked with 2 different people about my return. I had done a 3 easy pay plan and wanted to make sure the purse was returned before the 23rd of Jan so the second payment would not come out. (Being that they had the purse and confirmed it was delivered back to them. The customer service people are so rude. I spoke to a lady who told me I had to wait 10 days to receive my refund, I understand that it can take 10 days, so I said thats fine I just wanted to make sure you mark it as received so I wouldn't be charged for the second payment being that I returned it in plenty of time. The people that work as the customer service are so rude. They tell u they will look into it and call you back but do not. I asked to talk with a manager was put on hold for over a hour. Hung up called back talked to a Lois who told me that the second payment would not come out. Well guess what it did. They cost me alot of money doing that. Late fees. When they talk to you its as if they could care less and are so rude and smug. I filed a complaint with my bank to get my money back but I guarentee you they will not care. I WILL NEVER BUY ANYTHING DOONEY AND BOURKE AGAIN!!! Furthermore I will be throwing away all the ones that I have. I don't want to give them to anyone to advertise that name!!!!!! WORST CUSTOMER SERVICE EVER!!!!!!!!!! Wasted lots of time on phone when they had the product back. Here is the shipping number....1Z[redacted]0122041..... Furthermore I will be writing a letter to Corporate in hopes that this gets to Peter Dooney!! I know I am not the only one to complain about the customer service!!! Shame on Corporate for letting them be so rude and not caring!!!Desired Settlement: I want a full refund for the purse that they have had all along and for all the time I have spent talking with the rude customer service employees!!!!!!! One of there managers Jennifer should be a better manner.

Business

Response:

According to our records a credit was issued on 1/21/16.

Review: I purchased an "It" purse from this company several years ago. The bag, which was white with colored "DBs" on it, has become a nasty shade of yellow. Figuring Dooney stands behind their expensive designer products, I called to see how I could get it repaired or replaced. The service representative told me it was not repairable, that this is a known issue with this particular bag, and that I could send it in and receive a credit toward a new bag. This is fine, except that the credit would be half of the retail value AND I must spend at least the full retail value on the new purchase. I do not wish to spend any more money with this company if they are selling products that they know will have defects like this! Half the value of a used purse would be acceptable, but requiring you to spend even more is definitely not.Desired Settlement: I would like a credit at half the retail value of my bag to be used on ANY value of item(s) I choose.

Business

Response:

Website Complaint Response:

It has come to our attention that this complaint was not responded to. In an effort to rectify this and satisfy the customer, we are requesting that the customer send the item back to me and I will further assist her. Please ship UPS or insured mail along with her name, address, daytime phone number to Dooney & Bourke Att: [redacted]

Sent on: 12/5/2013 12:04:54 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: There is no mention of what will be done once I return the item and PAY for shipping. If a credit is going to be given, it needs to state that it can be used toward the purchase of ANY product and NOT a product of a certain value.

Sincerely,

Business

Response:

We will reimburse the customers shipping for UPS ground our insured mail. Until the items are received and reinspected, we can not comment on the action we will be able to take.

Review: I placed an order with Dooney and Bourke online on Friday, February 19th, 2016. I changed my mind over the weekend and I called Customer Service first thing Monday Feb 22, 2016 to cancel, after being on hold for 45 mins, I was told that they did not see the order on their end, that I could try back 1st thing the next day. Again on Tuesday Feb 23, 2016, I called customer service and was on hold for 65 mins, after speaking to a rep, she advised me that she could not cancel the order, that corporate would be the one to cancel, I asked her to give me the number, and she stated she did not have it. I sent 3 emails to [redacted] requesting that my order cancel, I then looked up the number to corporate and contacted them, I spoke with a very nice rep and she assured me that my order was cancelled, she even sent me an email stating this. The hold was released on my credit card. On Saturday morning, the 27th of February, I checked my credit card account, and the charge was pushed through, making my credit card balance over the limit. I have never had this much trouble with any company. I want my refund and I feel like I should be compensated for the interest that my cc is going to charge for being over the limitDesired Settlement: credit my card back, and advise the company that it was there mistake, so the overdraft on my credit limit does not reflect bad on my credit

Business

Response:

The customer spoke to one of our customer service reps on 2/29 at which time the customer was sent a return label and informed to let us know when the item shipped. We would then issue immediate credit on proof that the item was being returned to us. Customer stated she was going to do a chargeback with your credit card company. We informed the customer that would delay her in receiving her credit. We do show that the item is on the way back to us and have issued credit on our end. If the customer placed a chargeback on the card she will not receive the credit until her credit card company finishes the investigation of the chargeback.

Review: I sent a Dooney and Bourke handbag for repair. I called Dooney and Bourke's customer service phone line 2 times inquiring about the status my handbag repair. I was on hold each time for approximately 1 hour each call. A customer service representative informed I would receive a return call regarding my handbag repair. I also sent an e-mail to Dooney and Bourke's customer service regarding my handbag repair. The e-mail was not responded to by a customer service representative. My handbag was returned to me by UPS in a box without requested repairs. No information was in the return box. I would like Dooney and Bouke's customer service to call me and repair my handbag as advertised.Desired Settlement: Dooney and Bourke's customer service to call me and expedite my handbag repair as advertised.

Business

Response:

A letter was mailed to the customer on 11/24 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 30 days to authorize repairs. Customer can return the bag for repairs. Same repair options will be given.