Dooney & Bourke, Inc.

Review: Handbag came in without return label as part of agreement. Slow in responding in emails. Telephone agent did not offer return label.

Handbag was a tradein for old and was told telephonically it can be returned if I did not like it. It is supposed to be shipped with return label and receipt. But it did not come with return label. I asked telephonically and by email if I can get return label and was asked to pay another shipping to ship it back and also to use only [redacted] and [redacted]. Letter received beforehand stated that I am given $135 credit towards a purchase of $265 and over. But it did not specify only regular price. I was tring to buy a sale price but agent does not want to sell it to on sale price but regular ex., $398 sale price $298. So I ended up buying in a hurry another handbag that is not on sale. Only to find out it has no zipper on top so I want to return. Returning is very hard. They are not responsive to it.Desired Settlement: I want to exchange it to a handbag even if it's on sale because the letter they sent me agreeing they will give me $135 discount did not specify that only for regular price handbags is where I should pick.

Consumer

Response:

Consumer indicated they have not heard from the company

Business

Response:

Website Response:

Dooney & Bourke does not offer or supply return labels. We will reimburse shipping on defective items only. Dooney & Bourke offers a trade in program which is half the retail value of the item sent in to apply towards the retail value of a equal or greater item. Once an item is received for our trade in program, a letter is sent to the customer informing them of their options. This letter does indicate that they must apply the credit to the retail value of a new item. Sale items are not included in this offer. Please see copy of letter sent to customer. RA#[redacted] Style # [redacted], We are in receipt of the item you have returned and would like to offer you our Valued Customer trade in program.STAIN AND SCUFF MARKS CANNOT BE REMOVED We are offering you a credit of $132.50, to apply towards the full retail price of one replacement item valued at $265.00, or greater. There will also be a $7.50 shipping charge + any applicable sales tax incurred at the time you place your order. (Credit cannot be applied to sale prices or Limited Edition items) This offer is valid for thirty days from the date of this notification. If payment has not been received within the 30 days, we will unfortunately have to return your merchandise to you. It will be shipped via ups (parcel post if PO Box) to the address you provided on your correspondence. Please keep in mind this offer is being made to you in exchange for your old item. Once you have given payment for a replacement your original item will be destroyed. Multiple returned items cannot be combined toward the purchase of 1 item. To make your payment by phone or if you have any questions regarding your merchandise or the services offered please contact our Customer Service Department at ###-###-#### or ###-###-#### between 9am & 5pm eastern standard time Monday - Friday Please have your reference number located on the top of this notification on hand when calling. Thank you for your continued patronage Sincerely, The Inspection Department The trade in program is offered to our valued Customers and is not intended for re-sale. Dooney and Bourke reserves the right to limit the amount of trade-ins per Customer. This offer is not valid at our store locations. Please contact our Customer Service Department for a list of items that are offered under our trade in program

Sent on: 11/8/2013 8:39:03 AM

Review: I placed an order on December 25, 2015. I sent an email about two weeks later inquiring about the order. I called on January 12, 2016 after again checking the online status and my order saying being processed not shipped. I was told that it had been delivered, but I still have yet to receive it. I have started an investigation with the post office and also Dooney & Bourke. I called again today because I hadn't heard from anyone. After being on hold for almost 45 minutes with an estimated wait time of 5 to 10 minuets. I was told I had to wait at least 5 business day before I hear anything. It's been well over 5 business days. I said that and asked again when I would hear something and what is being done. I was told they were trying to track the package and I have to wait 5 business days to hear anything. Again I said it's been over 5 business days, at which time I was told give it 5 more. This has been the worst shopping experience I've ever had. I do a lot of online shopping and have never had a problem! I find it very unlikely that I will purchase again online from this company, maybe not in store either. Customer service reps are rude and don't seem to care about their customers or resolving the issue at hand. I've paid for an item I didn't receive and I'd like something done about it. After two emails and two phone calls I've still gotten nowhereDesired Settlement: I would like the purse I ordered or a refund

Business

Response:

A claim was filed with the US post office. USPS denied the claim stating that their GPS system verified the driver was at the customer location at the date/time indicated on the tracking information. Please advise the customer to obtain a police report for possible theft and we will replace the order.

Horrible customer service. Made a return where the item was received by the company 1 7 2015 and still waiting on the credit to be issued. Received miss information from 3 reps was on hold a total of 2 hours over this issue. They never answered my 3 emails. They need to hire more people and properly train the ones they have.

The handle on my $498 D & B satchel broke 1 year & 3 mos after purchase. I have sent 4 emails to their service dept over the last month and a half, all with no response. I am shocked. [redacted] offered to exchange my bag at full value. I will also ask to return my wallet, as I now find D & B ownership distasteful. You have lost a customer, Dooney & Bourke.

Review: Less than two years ago I purchased D&B bag. I contacted D&B via email about piping issues that holds the shape on bottom of bag. After two weeks I received an email stating to mail bag so it will be inspected. I received a letter subsequently after D&B inspected my bag stating I have two options with reference RA#[redacted]). 1. PAY $40 to replace piping or 2. PAY the difference of purchasing a new bag after they applied $99 as a credit. I refuse to do either or, as I paid almost $300 for my bag and I would think that D&B would consider customers spending their hard earned money and extend a one time courtesy to repair a bag for $40 (the cost of the piping). I had a [redacted] leather bag brand for 10 years and decided to buy D&B when the [redacted] JUST begin wearing. As D&B, so I thought was a better quality high end bag.Desired Settlement: I want my bag repaired (free) of charge or an even exchange replacement. I want shipping label (free) of charge as well to reship my bag. I waste my time and money mailing the bag and now for them to return it because they would not repair unless I pay.

Business

Response:

Dooney & Bourke offers a 1 year warranty against manufactures defects. Customer can return the bag to us and we will replace the piping at no charge. Please send the bag to att: [redacted]/Office of the president. We will reimburse up to 13.00 for return fees

Review: I returned an item that was insured and mailed with a tracking number, on January 2, 2015. The item arrived at Dooney on January 5, 2015. I contacted the company by phone on January 8 regarding my refund. The customer service agent said to allow two weeks for a credit because they didn't work over the holidays , so they were backed up by a week. I called again on January 19 at which time I gave the customer service agent the tracking number. She stated she would put a track on the package and I would receive my refund within 48 hours. Today is January 27 and I have yet to receive my refund which is to be credited back to my credit card in the amount of $189.74. I tried calling Dooney today and there is no answer. I am beyond livid! They are stealing my money and I'm getting the run around.Desired Settlement: I would like an immediate refund of $189.74 which is the total of the merchandise returned.

Business

Response:

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

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

the customer was credit on 1/22

Review: I had originally placed an order for two items on the Dooney website on 11/7. The transaction was authorized on [redacted]. Both items showed "In Stock" on their website and I paid for next day air shipping hoping the items would arrive by Friday since their website also showed orders processed w/in 24-48 hours. I called to check the status on Tuesday the 10th since it was still showing as not shipped. The gal I spoke to on the phone stated my order was processing and couldnt be cancelled because it would probably be going out that afternoon. That very evening, I got a response to my original email request for status stating that the items I ordered were back-ordered for 2-6 weeks. I then messaged them requesting a manager to call me since they obviously have no idea what is going on with my order. I finally got a call back after 3 days (yesterday) where the person who called greeted me as "Ms. [redacted]" (obviously not my name) and said my order was cancelled. When I messaged them again last night on **, they said my order was cancelled but it was still showing active online as of last night. They are not sending me proof of cancellation or refund and it seems to be like pulling teeth to get a response from this company. Truly disappointing since I was expecting much better service for high end goods.Desired Settlement: I want a refund for my order and proof of cancellation.

Review: I received a Dooney & Bourke hearts purse as a gift from my husband several years ago. It was a sentimental item to me. I only used it occasionally during the summer months, as it was white. I stored it in my bedroom closet when not in use. We moved a few years ago and I had forgotten about it. I remembered it in June & pulled it out to use it & it was yellow! My bedroom is obviously climate controlled, with no direct sunlight, no chemicals, and no dust. I have several other purses, including a [redacted] purse that is even older than this one and they are all in excellent condition with little wear & tear. I emailed Dooney & Bourke on Thurs, June 26th. They sent me a notice stating that I could send the bag back for evaluation. I received a letter dated 8/8/14 stating that they would give me a credit for $72.50, which is half of the retail cost of the bag, however, I would have to spend double that on an item that is not on sale, and pay shipping. So essentially, they are just going to sell me another purse at cost. I called Dooney & Bourke & spoke with a representative in Customer Service that confirmed this. I told her that I didn't think that this was fair, as it is just them selling another purse. I found one online that was on sale for $148.50 (+ tax), but she told me that they would charge me the full retail price of $198 (+ tax), plus $7.50 shipping, less the $72.50 credit means that I could essentially buy the bag outright for $15 more...and I had already paid $11 to send the old bag back. How is that a deal? I requested to speak with a supervisor. [redacted] picked up the phone, and proceeded to tell me that their policy was the way it was. I told her that I found several complaints online and that they were knowingly selling defective merchandise & trying to get around it by basically re-selling more defective merchandise. She acknowledged that they were well aware that approximately 10% of their bags were defective. I couldn't believe it! RMA#[redacted]Desired Settlement: Either send me a comparable replacement bag, or allow me to use my $72.50 credit on ANY item, on sale or not, with no shipping charges.

Business

Response:

9/5/14

I am in receipt of [redacted] complaint. I am sorry for the defective bag and her frustration trying to resolve this issue.

I would be happy to offer [redacted] a new bag of her choice at the retail value of 150.00. We will pay for the shipping.

We cannot offer her a bag that is on sale as this does not reflect the retail value of the bag that is defective.

Please contact me at ###-###-#### and I would be happy to help her.

Again, I am sorry for the confusion and will try to resolve this as quickly as possible.

Thank you

Presidents Office

Consumer

Response:

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,

Review: I was charged for an order that was cancelled well before the order was mailed. They have ignored my numerous emails / phone calls and letters which I find very unusual for this business. Upon request I can email copies of the letters sent to this business.Desired Settlement: To be refunded the amount charged plus applicable [redacted] interest

Business

Response:

Customer was credited on 8/7/15 98.39

Consumer

Response:

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.

Review: I ordered a bag on Dooney website December 18 2015 , order# [redacted] with guaranteed delivery by December 24 2015. I was in [redacted] working and asked the bag be delivered there. I left [redacted] after Christmas and back in [redacted]. I was given tracking # [redacted]520 and told the bag would be to my address by December 23, then by December 24, and when I got back to [redacted] I have my new address and told the bag was shipped and lost. UPS has never picked up a package from Dooney . Dooney created a shipping label but never shipped the bag. I work for UPS part time and I know our policies. Dooney said they put a tracer on the package with UPS but this cannot be done if UPS never picked up the package and scanned it. I asked for my refund and told I couldn't get it back until they find the mystery package. I have been lied to each day I call Dooney and they never respond to emails I send. Today December 30 a supervisor said the package never shipped but she has to find out why before she can ship another one.?????MAKES NO SENSE. Please assist me with getting my bag or a refund? ImmediatelyDesired Settlement: I either want my bag or a full refund with damages.

Business

Response:

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]

Review: The product I purchased has a different price on the tag then what I purchased it for, every time I called the company I was hung up on, and when I did get through to a person she questioned me on the purchase and basically did not want to help me especially when I mentioned the item pricing law, she then hung up on me.Desired Settlement: I would like the full amount of the item I paid for credited back to my credit card, I believe this should also be part of the item pricing law which I should be in titled to.

Business

Response:

customer ordered two items. Which item is she referring to? What is the price discrepancy? We need more information to assist you.

Review: I was on [redacted] and The item I was purchasing, a [redacted] purse for $145. I put the item in my cart and as I was filling out the required information and went to palce the order the item said out of stock. I called the 800 number and spoke to [redacted] in Connecticut callcenter she nwas very rude and accused me of lying. I asked her to speak to a supervisor and she said there was not one. I told her everyone has a manger or supevisor [redacted] stated the supervisor was not there and she would have them call me the next day. I never received a call I called back the next day and spoke with [redacted] in Connticut also who would not even listen to my issue. She kept talking over me until she put me on hold and never returned to the phone and I got disconnected. I have purchased several pricey bags from Dooney and I am very upset that the I was treated this way.Desired Settlement: I would like to receive the [redacted] purse for the advertised price of $145. I would also like a apology and a gift card to compensate me for the time I had to make this complaint and stress from this incident.

Business

Response:

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.

Consumer

Response:

Review: 10344193

I am rejecting this response because:

Sincerely,

Review: At DEC 2 2014, I placed an order at dooney & Burke website, the order number is [redacted], and I have paid by [redacted] card, the payment is $301.79 including international shipping, but till 19th Dec 2014, they had delivered the goods to me. In the web site, they said the delivery may take 3-9 days, and the status of order is "being processed". I tried to contact them through email and online report, but they don't response. The following is the order and payment details:

ORDER DETAILS

ORDER PLACED: DEC 2, 2014

ORDER NUMBER: [redacted] ORDER INFORMATION

SHIPPING ADDRESS BILLING ADDRESS PAYMENT METHOD PAYMENT TOTAL

Sui [redacted] SHIPPING METHOD: [redacted] International Shipping

Shipping Status: NOT SHIPPED

SUI [redacted] Guangdong 518048

CN

Phone: [redacted] CREDIT CARD [redacted] Exp[redacted] Amount: $301.79

Order Subtotal $318.00

Order Discount - $79.50

Shipping [redacted] International Shipping $29.17

Duty & Tax

(what's this?)

$34.12

Order Total $301.79Desired Settlement: I don't want to shop with them any more, please return my money!

Business

Response:

We apologize for any inconvenience caused to the customer. At the time the customer placed the order we received an authorization on the card. Since the order did not ship the customer was not charged. We have cancelled the order. We ship international orders through [redacted] calculates all duty and taxes. This is a charge by the country of the receiver not a charge by us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As my card bank have not sent me the monthly bill yet, I had to want to check if the money not been charged and confirm this complain to be closed.

Sincerely,

Oh how I wish I had read these reviews before I ordered my Dooney bag. I have several but have always bought through [redacted]. I wish I had stuck with [redacted]. I ordered the bag Feb.4. It is now Feb. 15 and there is no sign of it even being shipped yet. I do note that according to [redacted], my money was accepted but not until Feb. 10. If you look at the status of my order IT SAYS THERE IS NO ORDER. I have tried to call three times but hung up each time after 20 minutes. I have sent several emails. No response at all. I am going to see if there is some way to get my money back without getting the bag and going through [redacted]. Judging from these emails, that might actually be the fastest route. DO NOT ORDER THROUGH DOONEY WEB SITE. LESSON LEARNED.

My bag's corners turned white due to poor quality within 2 weeks of using my bag lightly. When I returned my bag for a replacement or repair, my bag was returned in worse condition and they said there was nothing they could do. No offer to refund, no offer to replace with a different bag, nothing. Why put a guarantee with your purses if you don't follow it? With what I paid for my bag, I would expect more from this company. Shame on them.

Review: On January 25, 2014, I sent my Dooney & Bourke bag to Dooney & Bourke for repair. When I sent the purse, I paid for insurance as the bag was expensive. It also had sentimental value as it was a gift I received when I graduated from law school. Since January 25, 2014, I called Dooney & Bourke several times to check on the progress of the bag. Until the Fall of 2014, Dooney & Bourke told me the bag would be shipping “any day.” Finally, in the fall I spoke with a manager at Dooney & Bourke and the manager informed me that Dooney and Bourke shipped my bag via [redacted] in March 2014. I never received the bag. Both Dooney & Bourke and I opened an investigation with [redacted]. The tracker number was [redacted]. According to [redacted], the driver said he delivered the bag. I never received it. I am extremely [redacted]et with how I have been treated by both [redacted] and Dooney & Bourke. I believe I should be reimbursed 100 % for the bag. [redacted] should not have left such a valuable package in a lobby of a large condominium building. Obviously, it could be stolen. Dooney & Bourke should have required a signature. Both [redacted] and Dooney & Bourke were negligent with my package. Both took actions that made it reasonably likely the purse would be stolen.

I have spoken with customer service several times. In the Fall of 2014, a customer service manager ([redacted]) offered me a gift card for half the value of the bag if I buy another Dooney & Bourke bag. [redacted] believes this is a generous offer, but I disagree. In December 2014, I wrote a letter to [redacted] seeking to speak to someone above [redacted]. In February 2014, I received a response that “in order to speak to a manager regarding [my e-mail] I needed to call customer service directly.” Once again, this was an unsatisfying response. Dooney & Bourke put the onus on me to follow up despite their failure.

[redacted] suggested I was dishonest about receiving inaccurate information from Dooney & Bourke customer service about when the bag shipped. Her attitude is offensive. I have spent too many hours dealing with this issue (calling Dooney & Bourke, calling [redacted], writing Dooney & Bourke). Dooney & Bourke’s offer to give me a Dooney & Bourke “gift card” for 1/2 the value of my bag if I buy another Dooney & Bourke bag (retailing at $230 or greater) is not a fair offer. First, I bought a $230 bag, which broke. I paid to ship it to Dooney & Bourke to be fixed. I paid for insurance when I shipped the bag. My costs far exceed Dooney & Bourke’s offer. Further, Dooney & Bourke was negligent. It should have taken steps (like requiring a signature) to ensure the package was secure. Further, customer service never took this issue seriously. I do not want an illusory credit for half my bag as I will never purchase another one of your products again. The only thing Dooney & Bourke can do to fix this situation is to write me a check for the value of my bag or replace my bag.Desired Settlement: The only thing Dooney & Bourke can do to fix this situation is to write me a check for the value of my bag or replace my bag.

Business

Response:

According to [redacted] the package was delivered. There is a sticker on the package signature required. We opened several investigations with [redacted] and all were denied. [redacted] claims they could not get in touch with the customer to discuss the claim. If [redacted] left the bag and denied the claim, the issue is with [redacted]. We are still offering the customer the trade in program which is half the current retail price to apply towards a new item of equal or greater value even though there is no bag to trade in.

Consumer

Response:

Review: [redacted]

I am rejecting this response because Dooney should have required signature to receive the package. Dooney was negligent when it sent such an expensive item to me without requesting signature. Further, if Dooney had been honest with me that the purse had shipped months earlier, [redacted] would have paid the insurance claim. However, [redacted] refused to pay because I filed the complaint late (because I didn't know the purse had shipped because Dooney failed to tell me when I called (several times) to check-in on the purse). Dooney fails to take responsibility for its poor customer service and fails to acknowledge that it was negligent when it shipped the package without requiring signature. Further, Dooney isn't offering me a real refund. Dooney's offer requires me to spend at least $130 within 30 days of the offer. I should not be forced to spend money to be somewhat compensated for Dooney's multiple mistakes. I don't want to buy any more Dooney products after the way Dooney has treated me. Further, Dooney's customer service has been extremely rude to me. I'm disappointed but not surprised by their response.

Sincerely,

Business

Response:

[redacted] states the bag was delivered on 3/12. As previously stated, there is a sticker on the bag "signature required". Dooney & Bourke ships out thousands of packages each day. The [redacted] claim was not started until September when the customer called. Claim was denied by [redacted] and reopened. [redacted] repeatedly denied the claim stating the could not get in touch with the customer to complete their investigation. We apologize for the inconvenience caused to the customer.

Review: On December 14, 2014 Dooney & Bourke had a sale on bags which I came across on the their website. The Holiday SaIe had been ongoing for the thirteenth day and I found a bag which I paid for with my credit card including shipping and handling. I received an email confirmation #[redacted] for the order. However, I never received the bag by Christmas so I followed it up by calling their office at [redacted]. They apologized and told me that it was on back order but, I should be getting it by January. I made several follow-ups especially during the last week of January where I received an email from Dooney & Bourke asking me how I liked my order. I was told by the Customer Representative that it was just a generic letter that is automatically sent out. She checked my order then said that the shipment has arrived and I should be getting the bag by February. Today, I called Dooney & Bourke and to my disappointment was told that the bag has been discontinued so no more shipment is expected. After waiting for almost two months, I feel that Dooney & Bourke should fulfill all orders before discontinuing production of the bag. After all they are a reputable company, took my credit card payment and had me wait for a couple of months.

Business

Response:

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

Consumer

Response:

Review: [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]

Review: OMG. Had I known before that this business got an F rating from the Revdex.com I would never have ordered from them. But I have ordered from them and returned items in the past and had no problems. But they must have become deceptive since then. I refunded a coin purse to them using [redacted] tracking on January 6, 2015 and it is shown as delivered on January 12. I emailed the company twice asking them when I was going to get my refund but have got no response. I think they plan to rip me off. The purse costs $43.50 and with the TX sales tax it is about $47. I really would like my money back.Desired Settlement: Please ask the company to credit my credit card in the amount refunded.

Business

Response:

The return has been received and credit processed. The credit may take a few days to show up on customers account.

Consumer

Response:

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 refund showed up on my credit card statement today. However I will add that had I not complained to you the company would never have refunded the amount. They did not respond to 3 emails I sent them. Therefore than you for being there.

Sincerely,

Lisa I'd 422 who claims to be a supervisor is rude and argues and disconnects the consumer from the line.

Review: I purchased a Dooney and Bourke bag from [redacted]. In less than two months the handle started to peel. I sent an email to [redacted] on 2/13, again on 2/19 and 2/23. After no response from either of the three emails, I called on 2/24. After being on hold for over 20 minutes, I finally spoke to a rep who was unhelpful. I found it ridiculous I would need to pay to return the bag for a repair after only having it for less than two months. I asked to speak to a supervisor. She said the supervisor was on a call and would call me back within a half hour to an hour. No call back. I called again today, 2/26, was on hold for almost 25 minutes before a rep came on the line. I asked to speak to a supervisor directly, said she was on a call and would be indefinitely. I explained the situation again. She said the information I got initially from the rep on Wednesday was incorrect and unsure why I was given poor information. She told me for an exchange or return I should have taken back to [redacted]. I wanted a repair. She said for a repair I could send back and the repair would be covered at a mailing expense of $7.50. I asked her where she got $7.50 from. She couldn't explain. Then babbled about a return label then said no I could not get that. I told her I did not want to talk to her any, I wanted her supervisor. She said there was no way I could talk to her, she was busy indefinitely and I could not call her. She did not have a phone number. I told her I would handle through the better business service. Sadly in doing internet research I saw where Dooney received an F rating. I completely understand why now.Desired Settlement: I would like to send the repair to Dooney at no expense to myself. I have the receipt from [redacted]. I can prove I contacted them within a month and a half of purchasing it.

Business

Response:

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.