Dooney & Bourke, Inc.

Review: On 11/24/15 I purchased a handbag on the Dooney & Bourke website for $388. (Order #[redacted])

Five days later, on 11/29/15, I received an email from D&B offering a Cyber Monday - Buy More/Save More promotion on orders over $200. At that time, I checked the status of my order on the D&B website and confirmed the Order Status was "BEING PROCESSED" and the Shipping Status was "NOT SHIPPED". I called D&B Customer Service to inquire about my order, hoping I could still take advantage of the Buy More/Save More promotion. I was informed the shipping label had already been created; therefore it was too late to modify the order. I asked about the possibility of canceling the order (thinking I would place a new order at the lower price), but was told I could not cancel the order, either. My only recourse was to refuse delivery when the package arrived - at which time it would be returned to D&B and my account would be credited. According to my order confirmation, I could expect to receive my package within 4-11 business days.

Now (11 business days later) according to the D&B website, there has been no change to my order: Order Status "BEING PROCESSED" and Shipping Status "NOT SHIPPED". Again, I contacted D&B Customer Service and again I was told there's no way to cancel the order.

Additionally, this bag- in this size - has now DISAPPEARED from the D&B website. When I search on the Style Number (STYLE# [redacted]) I receive an error message stating 'no products found'. How can this be, when I am supposed to be receiving one?Desired Settlement: I feel I've been misled regarding the true status of this bag and/or my order. Please cancel this order, refund my credit card and ensure I am not charged anything additional.

Business

Response:

Thank you for your recent purchase with us. We apologize for any confusion with your order. Your order was being processed at the time you contacted us to cancel. Although the website was not updated your item was packed with a label, on a skid ready to ship. There was no was for us to locate your package at that time. When you placed your order you selected the EZ Pay option. This option was available on orders with a single item of 350.00 or more.

Review: Starting on Black Friday (2014) Dooney & Bourke website advertised the "Twelve Days of Dooney", for the holidays. On the following dates, I placed an online order for various products: 11/29/2014, 12/05/2014, 12/10/2014, 12/15/2014 and 12/21/2014. The order on 12/05/2014 was cancelled by their company, due to the fact, the item had sold out. I was not contacted by their company for this matter, but I had to contact their customer service department questioning the status of my order. I returned several items to their company for various reasons. In total I returned three (3) handbags and one (1) wallet. I contacted their customer service department via telephone ([redacted]) on 01/15/2015, I held for approximately 22 minutes, and never spoke with anyone. On 01/19/2015, I again called their customer service department, and after holding for approximately 17 minutes, I spoke with [redacted]. When I inquired about my credits due to my returns, she curtly told me that their warehouse closes the first week of January and all returns received are held an extra week, and the way she relayed this information, it was as if I was privy to this beforehand). Since I had returned a total of four (4) items, I was expecting either a lump sum credit on my credit card, or four different credits on my credit card. After putting me on hold (forever) she advised me that my credit card had been credited as follows: $98.70CR; $82.98CR and $142.80CR all posted on 01/17/2015. She advised me it would take 7-10 days before the aforementioned amounts would reflect on my credit card. When I questioned about the credit $118.50, I was advised that amount had not yet been processed, and was then told (again) about the warehouse being closed, as if this is my fault. On 01/26/2015, I again contacted their customer service department and spoke with [redacted], whom was very nice. I told her I had received my credits in the amounts of $98.70 and $142.80; however I had not received $82.95. She advised me it was posted on 01/16/2015 ([redacted] had told me 01/17/2015), and (again) it takes 7-10 days for it to reflect on my credit card. The last amount I was expecting, $118.50, was issued on 01/21/2015. On 02/03/2015 I (again) contacted their company asking when my credit of $82.95 would post. All other credits had been posted and reflected on my credit card. I spoke with [redacted] this time. She told me she would submit a research form to their accounting department to see where my credit of $82.95 is. She advised me she would call me back within a couple of days and let me know the outcome of my credit. I did not hear from her, so on 02/09/2015 I (again) contacted their company, and spoke with [redacted]. She advised me my credit of $82.95 was posted on 01/30/2015, and the 7-10 day speech before reflecting on my credit card. I thought this was the end of my association with their customer service, but I was wrong about that. The following week [redacted] called me (the person who was supposed to call me within a couple of days, but I hear from her almost three weeks later), she advised me after some research she has determined I never paid for the item I have been expecting a credit of $82.95; therefore, I will not be receiving one. Not only that, but I have two items that also have never been paid for. One handbag for $124.95 and one wallet for $82.95. I will admit I kind of lost it at that point in the conversation. I had been calling their company since January 2015, and everyone I spoke with kept giving me a different date my credit of $82.95 was posted. I have the packing slips for all my purchases, but she advised me my credit card was never charged. I advised her, how is that my fault for their shoddy bookkeeping? I requested she have her supervisor call me and terminated the call. I was not a happy person after that telephone call. I have not, to this date, heard from a supervisor/manager, anyone from their company. However, in their defense we had problems with our telephone answering machine, and had to purchase a new one. If anyone called during that week we received no messages, until we replaced our machine with a new one. Still, you would think someone would try to contact me to resolve this situation. I checked my credit card statement online, and much to my amazement my credit card was debited $124.95 and $78.96 both amounts posted on 03/05/2015. For my credit card to be charged, without my consent and without any communication from this company just boggles my mind. I can see from the numerous complaints filed against this company, that I am not the only person who has issues with their products and billing practices. After all I have been though with this company, I will be buying [redacted] products.Desired Settlement: I want my credit card credited for both amounts. I will be contacting my credit card company this weekend.

Consumer

Response:

From:[redacted] [mailto:[email protected]] Sent: Monday, March 09, 2015 1:59 PMTo: [redacted]Subject: Cancel Complaint [redacted]

I have reached a resolution with the company (Dooney & Bourke), and would therefore request to cancel/withdraw my complaint against them.

I am sorry for any inconvenience this may cause you. If I could receive a confirmation concerning this matter, I would very much appreciate it.

[redacted]%3%3

Review: I have been buying Dooney & Bourke handbags since I was 20 years old. I still have my very first one that I paid $300 for at[redacted]'s. I carried it for over 10 years. Since then I have purchased four more bags that I registered. I have traded at least one using their trade in program. Over the past five years, I have purchased more bags. I would purchase a bag, carry a year and then get another one thinking I could switch back to the other bag and not be carrying the same bag all the time like I used to do. However, these newer bags, specifically from the "IT" collection discolor or fade while in storage (which is a drawer in my dresser). I have called, emailed pictures, sent a certified letter and one not certified to Mr. [redacted] at corporate's address. I have gotten NO RESPONSE. I called again today and was told by a cust. serv. rep who said she was a manager that the bags only have a one year warranty and after that you have to use the trade in program. THIS is not acceptable to me because their product is now inferior. I have three barrel bags with matching wallets all of which have discolored and faded! I do not feel I should have to pay to have then shipped only to be given 50% percent credit towards another bag that is probably going to do the same thing! I believe Dooney should stand behind their product better than that. They all used to be made in America and now they are shipping them overseas. Now I am stuck with over $1000 in retail bags/accessories that I do not want to trade in for the above reason nor do I want to through them out. I feel the company should give me better treatment for being a long standing loyal Dooney customer and not treat me like I do not matter and my concern does not matter. I DO NOT LIKE BEING IGNORED. I know I am not the only customer whose having these types of problems with these bags but apparently I am the only one to speak out about it!

Product_Or_Service: 3 Dooney barrel "IT" bags with matchingDesired Settlement: I think that my bags and wallets should be replaced due to their inferior workmanship and standards at a higher rate than 50% trade in. I would not be in this situation if the bags were made to the same standards at the originals. I am not expecting something for nothing but I do feel like they are the ones at fault here even though the reps keep trying to blame the problems with the bags on me even though they have not seen how bad the bags are. [redacted] ignored me as well, twice.

Consumer

Response:

Consumer indicated they have not heard from the company

Business

Response:

Website Response:

Contacted customer directly regarding bags and accessories. Offered customer 65% of retail value of items to apply towards retail value of new items. Customer is sending items back directly to my attention and will order new items.

Sent on: 11/8/2013 8:14:08 AM

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 purchased a purse from them, style [redacted] in January 2014 for $398.00 plus tax. I only carried it once (I have several designer bags), then stored it in the dust and protective bag until I wanted to carry it again. I discovered upon taking that purse out the dust bag that the black straps faded on the white leather of the purse. I contacted Dooney & Burke and they advised me to return it for inspection and possible repair or replacement if it could not be repaired. I returned it to them. On 8/18/2014 I received a letter RA #[redacted] stating the purse was not repairable and would not be returned but that I could purchase another with a $398.00 store credit, or a gift card would be sent within 20 days if they did receive directive. I called and spoke with a rep that was not helpful; she only stated that I could not have a refund in the original method because it was past 30 days. I asked for a supervisor and was informed that one was not available and they would leave a message for one to call me back. It took about 1 to 2 days for that to happen. When I spoke to them they informed me of the same thing, so I asked for a manager. I was informed that was not available then but again a message would be left for a return call. [redacted] called me back 1 to 2 days later and was just as non-helpful due to calling me at a time that I clearing told the rep I would not am available. [redacted] left a message I called back only to be put on hold by someone who never even really answered because it was close to closing. [redacted] has not called back since that date. It is now 10/7/2014 and I have not received a call back or my gift card. I called 10/7/2014; spoke with another rep that was only concerned with reading me notes from [redacted], with whom I have not had a conversation with regarding my issue. The rep told me she would end the call because I told her I did not care what the notes from [redacted] stated and that [redacted] has not called be back in about 3 weeks from the last time I left a message returning her call that she made outside of my available hours. I disconnected the call with that rep and called back only to get another rep who asked for my RA# and they placed me on hold for over 5 minutes until I hung up. Every time I have asked to speak with some with authority to make t things happen, I am told that I can write a letter to [redacted] since neither he nor his assistant takes calls being that they are the corporate office.Desired Settlement: I would like my refund in the original form plus my sales tax for this purse that was clearly an issue with the craftsmanship. They have even discontinued it. I have been thru several people in their customer care center, one supervisor and one manager with no resolution. I am entitled for my original method of payment to be refunded due to all this wasted time and aggravation.

Review: I have been a loyal D&B customer for over 20 years (Loyal meaning I don't own any handbags by any other designer). I sent in 2 items for repair/replacement and it took much longer to receive the RMA#'s than the customer service person on the phone told me (1 week upon receipt was actually 3). I placed an order on 9/8 for a sale bag and on 9/9 contacted customer service to see if I could apply my RMA to the order. I could not. Before I hung up I wanted to make sure I would get the order I placed and she said she "thought" I would. Well I did not and ended up on the phone with the very very unpleasant [redacted] who declared herself a supervisor. This person should not be training people in customer service because she has none.After reinstating my order from 9/8 she refused to provide me with the $7.50 shipping credit that the original customer service representative had offered me for once I place my order using my RMA's.This is after the hassle of the website not allowing orders on [redacted] (but you have to figure that out because it does not tell you) and after calling into CS on 9/9 and having my order cancelled and calling in today because last night I noticed it was cancelled.Some customer service huh? No really $7.50 after all the hoops I jumped through just to buy product?Desired Settlement: I would like to ultimately apply my 2 RMA's to one purchase (since they do not have a wallet that is comparable to the one I sent in). But ultimately I really just want someone to talk to [redacted] about her sheer lack of customer service and to provide me with free shipping once I place my orders on my RMA #'s.

Business

Response:

Website Complaint Response:

In a review of the complaint sent on 9/17, customer placed a order on 9/23 using her RMA. Customer was not charged shipping on her order.

Sent on: 12/5/2013 11:57:15 AM

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I placed an order on 2/6/16 for a purse. On 2/9/16, I received an e-mail about the purse being shipped. Well I have called this company for three days and no one ever answers. I have called at 9:00 am and there is no way that every time I called the wait time is 5-10 minutes, which I have waited over 30 minutes and no one ever took my call. I e-mailed them a week ago and never got a response. I am not sure how they ship merchandise, I don't know if they use [redacted], so I can't track the purse and nor can I speak with anyone to know how to cancel the order or if they have charged my husband's account.Desired Settlement: Delivery of my purse or my money returned promptly.

Business

Response:

We apologize for the inconvenience to the customer. We have been experiencing very high call volumes which also prompts customers to email. Our customer service department opens at 8am est. Customers order was placed on Saturday 2/6 and shipped out on Monday 2/8 [redacted]mart post tracking number 9[redacted]570. According to [redacted] customers item was delivered:

Review: I had been sent out 2 purses to Dooney& Bourke for repair. At 6/9/2015, the company was sending the letter to offer half of the purse value will go on for exchange a new purse.

In between the process of exchange. One of customer service is promises to reimburse my return postage $ 21.17. But after 2 months of waiting and calling. They only give me $13.00 dollars back. The reason is under their company policy, they only allow to reimburse 13 dollars. I felt this is cheating. If they can do it, how come to promises me.

Other big complain is- they did not GIVE a receipt. I have been ask receipt for many time. But they only give me one receipt for one purse ( a wrong one) . I recently call AGAIN for my both purse receipts. She told me is not on the record but she I told them I will call IRS. She told will email to me right away. Of course, I never get one. I don't understand why they don't want to give costumer recipe.

I hope D&B company will return all of my postage back and give my clear recipe that include how much my old purse credit and how much you charge at my credit card.

Sincerely

[redacted]Desired Settlement: Refund my full postage reimburse of $21.17.

Give me 2 receipts that show * how much you charge to my credit card

* how much credit that I got from my old purse toward to my new purse.

Business

Response:

Customer was called and a message was left informing her of the invoice update.

Review: I placed an order with Dooney & Bourke online for a handbag. It was delivered on Thursday, 2/4. Unfortunately, I could not keep the bag as it was not practical for me to have with a baby because of the straps and handles. I sent it back on Friday, 2/5 via UPS. Using the tracking number, I know it was received on Tuesday, 2/9. However, a week later, I have received no communication regarding the receipt of my return or when I can expect my money to be credited. I have emailed them, called four times - now, during these four phone calls, I have been on hold over 30 minutes each time before finally giving up. There is no way they have that many people calling that I should be on hold that long. At this point, I am considering legal action against them for my refund. They have my money and the item I returned and I have not been able to get in touch with them. This is called stealing and is illegal. I am owed close to $400. Any help from the Revdex.com regarding this complain would be much appreciated. For reference, my order number was [redacted].Desired Settlement: I want my nearly $400 refunded promptly and immediately.

Business

Response:

We apologize for the inconvenience caused to the customer. Due to the Holidays we are experiencing high return volume. The customers credit was processed on 2/17

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 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]

Review: I sent an order back for a refund and 3 weeks after the order was received by the Returns Dept, I have still not received the refund credited back to my credit card.

Package was shipped back using UPS and was received by the Returns [redacted] on 6 January 2016 and was signed by "Lewis"

UPS TRACKING NUMBER: 1Z[redacted]

I sent an email to customer service on 1/11/2016 inquiring about the status of my refund. I received an email on 1/12/2016 from s[redacted] stating that they are unable to assist review or answer my email due to a high volume of customer inquiries and would address my concerns later. It is now 1/20/2016 and I have not heard anything back from the company.

Additionally, I called the customer service line and spoke to a rep on 1/13/2016. She confirmed that the return was received however due to return processing volumes, they were not able to process my return and to wait another week.

It has now been 3 weeks since the Returns Dept received my return order and I have still not received my refund. I believe I have been more than patient and that no company should take this long to grant a credit back to its customers.Desired Settlement: I want my refund credited back to the credit card I used to purchase the item.

Business

Response:

We apologized for any inconvenience caused to our customer. As stated due to the heavy volume of orders during the holiday season, we have been backed up with issuing credits. However, a credit in the amount of 238.00 was processed on 1/22/16.

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 ordered the [redacted] at 7:28 AM on December 5th as part of the 12 Days of Dooney promotion. I received a confirmation notice stating that my order would be shipped. I checked my order status for 4 days straight after placing the order, and the status was continually shown as not shipped. I was confident that my order would be shipped soon given that the exact same item was being shown as for sale and in stock on the Dooney and Bourke Website for $100 more than the price that was offered when I ordered it. Five days after I purchased the item (December 10th at 1:33 AM), I received an e-mail stating that my order was cancelled because the item was sold out. I immediately wrote an e-mail to customer service to follow-up given that the item was still being shown as in stock on the Dooney website. Again, I received an email stating that the item was sold out. I called customer service on Friday morning December 12th. After waiting to speak to a customer service representative for 20 to 25 minutes, I provided the information above. I was told that Dooney must have run out of the item, and that the one displayed on the website for $100 more probably was not the same item perhaps it was a different color. After reiterating again, that it was the exact same item, I was told that by the company representative that Dooney ran out of the item. I then asked to be contacted by another company representative the following Monday. I was told that I was speaking to a supervisor, but a company representative would contact me on Monday December 15th. I am still waiting for that contact.Desired Settlement: Despite sending a confirmation, my order was never shipped. I was told twice that my order was cancelled because Dooney ran out of the item, yet the exact same item was displayed on the Dooney and Bourke website for 4 days after my order was placed at a higher price. As a show of good faith,Dooney should honor my order. At this point, I should not have to pay for the item.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it does not address my complaint. Dooney and Bourke continued to offer the item that I ordered for sale for an additional $100 for four additional days after I placed my order. It was still discounted and sold at a lower price than the original. It's not surprising that it was "sold out" by the time the company finally got around to my order. Therefore, it appears that the original offer made at a lower price was simply a ploy to generate interest in the item and then to offer it for sale at a higher discounted price. I believe this is called "bait and switch". Essentially the company has chosen not to address this issue--simply to reply "item is not available". If this is business as usual for Dooney and Bourke, it should be investigated by the state [redacted] in addition to the Revdex.com. The response continues to demonstrate that the company's attitude toward consumer satisfaction is virtually non-existent. Please post my response so that others know that Dooney and Bourke is not a trustworthy company with which to do business. Thank you.

Sincerely,

Business

Response:

At the time we were sold out of the item customer purchased. After the

order was cancelled, we had a return and the item automatically goes

back up on the website once it is put into stock. The reason the item

was at regular price is because the sale was over. After an order is

cancelled we can not reinstate the order. We would like to offer the customer the [redacted] small satchel at the same price of 199. The colors available are black/black, bone, ocean blue, and red. If the customer would like to purchase this item, please contact our customer service department ###-###-####. Again, we are sorry for the inconvenience.

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.

I will contact Dooney and Bourke on Saturday January 17th or the next business day. Thank you for your assistance.

Sincerely,

Review: On or about 11/20/2015 I purchased a purse and wallet online at dooney.com utilizing their "easy pay" plan. Once the purse was received, I decided I wanted to exchange the items for a different color. I returned both items on 11/30/2015 to the address provided and indicated I wished to exchange the items. I contacted D & B on 12/14/2015 to check on the status of my exchange. I was told that items purchased on "easy pay" could not be exchanged, only returned. I was told that the money would be posted to my account with 7 business days. Several days passed and the money had not posted. I again contacted D & B regarding my refund. Again, I was told that the money would post to my account. I have contact customer service several times regarding my refund. I have been met with extensive hold times, rude supervisors, non truths, transfers to unknown departments, unkept promises, and no resolution. I am told that their system indicates the money was posted to my account but my bank has no record. When I called on 12/28/2015, after holding for more than thirty minutes, I was transferred by a customer service representative to the accounting department. The line rang for several minutes then the call disconnected. When I called on 12/29/2015, I spoke with Adrianna. This person stated they were initiating an investigation with accounting and that she would get back with me within 24 hours. I have yet to hear back from anyone at D & B.Desired Settlement: I am requesting the money that is owed to me in the amount of $190.66.

Business

Response:

customer has several orders with us. If customer has not received her credit as of today, Please provide us with the original order number

Review: February 11, 2015I returned an item on January 24, 2015 (order # [redacted]). The package arrived at Dooney & Bourke on January 26, 2015 which I tracked. On January 28th I emailed customer service at Dooney to still to this date have yet to receive a response.I called customer service on January 29th at 1:25pm and spoke with [redacted] to inquire about my return and no credit yet to my credit card. She never even asked who I was or my order number. She said they probably have your return but are still working on returns from January 15th and to call back next week. I said will you send me an email when you process the return. She said we don't do that we just credit your card. I called again on February 5th at 2:23pm and spoke with [redacted] - still no credit on my card. She said they are still working on returns from January 17th (8 days later and only went through 2 days of returns?). I asked why they are so backed up and she said we have a lot of returns now. She said they will get to yours by this weekend. I said so I should see a credit on my credit card by this weekend? She replied by early next week. Not surprising no credit so I called for the third time today February 11th at 12pm and spoke with [redacted]. She took my order number looked it up and said we got it awhile ago let me contact that department. I waited and she came back and said they are doing my return today and she will send me an email confirmation of the return by today showing my credit of $219.62. It is now 6:57pm and no confirmation email or credit to my card. They have had my return for 17 days and have not even processed my return. I am unsure of where to go from here since they are obviously just telling me what they think I want to hear. I just want my $219.62 credited back to me credit card as I am still paying for something they have had back in their possession for 17 days.Desired Settlement: $219.62 for mini [redacted] satchel in Crimson Order # [redacted] to my visa

Business

Response:

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

Review: I ordered three items this past Dec. Received two of the three and called about the third. Was told the third item ([redacted]) would be in before Xmas, guaranteed and the shipping was expedited to 3 day. Never recieved the product before Xmas. Called after Xmas and was told the the item was back ordered and it was never available to come in before Xmas. Their first mistake made. I was then told it would be in on the 26th of Dec and because of their mistake, they would give me free one day shipping. Called again when I still did not receive the purse on Jan 8th. Was told they were still waiting on the delivery and when it came in, (second mistake) they would "make sure" it was sent out via overnight delivery. I received an email stating my purse was shipped on the 12th via regular 10 day shipping. Called and asked "what happened to the overnight I was promised?" (Their 3rd mistake) The Manager [redacted] said she was sorry, and that all she could do for me. Offered me overnight delivery on my "next" purchase. I have yet to receive the purse. The manager was rude and offered me nothing unless I spent more money. She explained that The company does not give refunds or discounts when they make mistakes. Mistakes happen. There is nothing they can do.

I do not accept this.Desired Settlement: The customer is always right. I own my own businesses and understand that when your company makes a mistake (or 3) you do something for the customer. A "please shop with us again credit" and an apology. For a company to offer NOTHING to a customer that spends hundreds of dollars on each item, it is only just that they show the customer some appreciation and good faith. I would like a full or partial credit for my item. I do not believe this to be to much, as I have still yet to receive my product that was guaranteed before Xmas.

Business

Response:

We apologize for the inconvenience. According our records the item was shipped on 1/13 [redacted] tracking number [redacted]

Review: I sent in a purse to Dooney for an exchange, same as in years past. Dooney received the purse and sent me a letter advising I have credit towards a new purse. I selected a purse then called Dooney paid for the purse I selected then arranged for shipping to my address. I received the purse and noticed the stiching on the handle was defective. Frankly I was baffled how this obvious defect got past any sort of quality control. I contacted Dooney and advised the purse was defective. I sent the defective purse back and it was received by Dooney. Customer service contacted me and insisted the purse is not defective and continues to ask me to provide pictures of the defect. I advised Dooney customer service they are in possession of the purse and the defect to the stitching on the handle is quite obvious. Customer service accused me of changing my mind. Really, how could that be possible when I am requesting to have the same make and color of purse sent to me only one that is not defective. I have asked to speak to a supervisor however customer service refuses to do so.Desired Settlement: I would expect Dooney to provide me with the product I ordered and paid for that I do not consider defective. If I am sent another defective item Dooney needs to pay for return shipping of the defective item, return payment for the sale price, and return the purse I sent in for a trade at no cost to me.

Business

Response:

We do not show any record of receiving the customers purse back. Customer service would not contact the customer by phone. As customer is aware because she has sent items back in the past, a letter is sent. Please provide tracking number showing the item was delivered back to us so we can further assist you.

Review: I bought a watch style no [redacted] gold watchfor $185 last september 2014, it is less than a year and the battery stop working, the watch is still under warranty. I send it for repairs and was told that the I can only get $92.50 for the watch, or pay $3 plus $7 shipping and handling for repairs and I should respond in 30 days. This is the 2nd time and I gone through this situation with them. Last year, for this same issue, I I had to go through 20 agents with different stories and 20 explanations which is rather frustrating for me to get them to replace or repair my watch. All I am asking for his my full refund of $185, Please help!

Thanks

[redacted]Desired Settlement: I need $185 credit card or check

Business

Response:

Customer returned the watch with a note stating the battery stopped working. We offered to replace the batter for $3.00 or our value customer trade in program which is half the current retail price to apply towards a new item of equal or greater value.

Customer called in and spoke to an agent and was offered battery replacement free of charge. Customer was not happy with offer and said she did not want the watch.

The warranty covers mechanism defects for 3 years. The battery is not part of the mechanism and is not covered under warranty.

We are offering to replace the battery free of charge. Customer should contact our customer service department at [redacted] to authorize battery replacement. Unfortunately if we do not hear from the customer within 30 days from today, the watch will be returned to her.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I call them spoke with a rep that I do not want the watch and just wanted to my refund of $113, she told me if I have a receipt of purchase, I call back and told her that I have my receipt 5 warranty card of the watch, (which is a discontinue watch). She was very rude and told me that they will return my watch if I do not pay $3 plus $7 dollars to replace the battery. The original watch cost $185, I am not requesting for the entire amount all I wanted is my $113, every rep that I have spoke with so far has been very rude or uncompromising. I feel that I have been treated unfairly. it is rather disapponting for a reputable company to have such bad reps that keep changing the protocol every time I called, I do not want the watch, please assist me in getting my refund.

Sincerely,[redacted]

Review: Wrongful billing practices and unauthorized credit card account number use

I made purchases on the Dooney "easy pay" 3 installment payment program. I paid these in full and this was acknowledged in writing by Dooney in the course of its billing mishandling and unauthorized charges, which I describe here. Dooney had billing errors, which it admitted when I first called and complained about the matter, which caused erratic and double billed installments. Then, even worse, Dooney continued unauthorized billing and credit card charge attempts. I went back and forth (in email) on the issue, and while the items were fully paid for, Dooney still continued to bill for them - and to send emails saying it couldn't collect and to provide another c/c number. I sent faxes, emails and I called repeatedly to complain- and had to have my card reissued for fraud to stop this. Dooney ignored ALL my emails and faxes. On the phone, the customer service representative feigned confusion and surprise, but only said she'd pass along my concerns- and did nothing. 2-3 months passes, and now just last week Dooney is at it again, attempting to charge 2 simultaneous $400+ amounts! My credit card company (bank) is treating it as fraud, but unfortunately, as the charges went through, my bank is out the amount. So Dooney has essentially stolen the funds and I have no recourse. Buyer beware- I thought this was a well run and honest company but it is certainly not.Desired Settlement: Cease and desist the practices and stop trying to use my credit card number.

Business

Response:

Website Response:

Our records indicate customers issues have been resolved.

Sent on: 11/8/2013 9:52:12 AM

Review: Ordered a handbag on 11/30/2014 as a Xmas gift. Have not received item or an email with status update or tracking info (the only thing I have is the receipt from placing the initial order which says "not shipped"). Have sent two emails to the [redacted] address. Have also called on 5 different occasions and keep getting the same pre-recorded message that the wait is 5-10 mins, when in actuality I waited for approximately 30 mins and eventually disconnected the call.

Looked on Dooney's [redacted] page and see several consumers experiencing the same issue I am having. Since I am over 15 hours away there is no way I can get this resolved except through phone or email which hasn't been successful at all. Please help. Thank you.Desired Settlement: I would like my order delivered. I would also like an explanation via phone or email from a human (not that [redacted] address) as to why it has taken almost a month for me to hear from them when it took Dooney less than 5 secs to charge my credit card.

Business

Response:

We apologize for the inconvenience caused to the customer. We have been experiencing very high call volumes. The customers order shipped and [redacted] tracking [redacted] and is scheduled for delivery today 12/22.

Review: I placed an order over the phone with a Dooney & Bourke representative on Friday, 28 Nov. After receiving an order confirmation number ([redacted]), I was told that the transaction was completed. After several hours, I was concerned because I had not receive any type of confirmation email (the representative had recorded my email address during the order process). I attempted to enter the confirmation number that I was given on the [redacted] Order Status inquiry function. However, upon entering the information, the resulting inquiry came back with a message stating that the order number did not match anything in their records. I waited until the following day to see if perhaps the system just needed time to process the order, but upon checking the order status, received the same message that the order could not be found. On 29 Nov, I emailed the customer service address listed on the website ([redacted]) explaining the situation and requesting that they confirm order. Upon sending the email, I received no automated response indicating receipt or that the email had reached its intended destination, so I simply awaited a reply from a customer service representative. After several days of no response, I emailed again on the morning of 3 Dec with the same inquiry. Again with no response, I noticed that the company [redacted] page listed a different customer service email address ([redacted]) than their website. Late that evening, I once again emailed my inquiry to both email addresses (s[redacted] and [redacted]).

Finally, nearly six days later, on 9 Dec, I received what appeared to be a form letter stating, "Your email is important to us, however due to heavy volume we have not yet replied. All mail is answered in the order received." At this point, it is almost two weeks from my initial attempt to contact. However, since my email "is important to them," I continued to await an actual response from customer service. Still with no response, I submitted yet another email request on 15 Dec, once again asking for confirmation of the status of my order, and have received no response to date.

It is now 18 Dec, almost three weeks since my first attempt to email Dooney & Bourke, Inc. customer service.

Thank you for your assistance.Desired Settlement: I would like an answer to my original inquiry, providing status on my order. Following that, I would like an apology and an explanation for the very unprofessional lack of customer service.

Business

Response:

We apologize for the inconvenience caused to the customer. Customer

placed her order in our call center on 11/28. Orders placed through our

call center do not receive email confirmation and are not accessable

through our website. Due to the holiday rush, we experienced extremely

high call volumes which then caused our email to be excessive also.

Emails are answered in the order they are received. Unfortunately, we have sold out of the item the customer requested and her item is on back order. This item is due to arrive in our warehouse around the 12th of February. Once the item arrives we will promptly ship the item to the customer. Shipping has been updated to express. We would like to send the customer a1 time use code for 10% off a future purchase or offer her an additional 10 percent of this purchase.

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 purchased a handbag for $141.51 from Dooney & Bourke that was received on August 9, 2014. A week later the inside key hook broke. The following week, I contacted the company who informed me that I had 30 days to return the item and they will replace it. Anything after 30 days will be repaired. I asked about who was going to pay the shipping charges and the representative said that the company will reimburse me. Since I was on a business trip, I overnighted the item the following week on August 28th to the Company. I contacted the Company this week to check on the status of my exchange and was told that there was no defect and that they could offer me a trade-in, at which point I explained to the representative that the inside key hook broke in less than 30 days and that is a defect. She had the field reinspect it and now they are offering to repair the bag which should take approx. 2-3 weeks.I really loved the bag and would have preferred a timely replacement. Since the bag was sent to the D&B 20 days after the purchase date within their return policy for a replacement), I am unsure as to why it is being repaired leaving me without a bag for almost 1 month. Taking into consideration that I purchased the bag to use, not having it for 1 month is unreasonable. At this point, I would now need to purchase another bag to fulfill the purpose.Desired Settlement: I would like a full refund of $177.22 (Purch price - $141.51 + Return Shipping of $35.71).

Business

Response:

Dooney & Bourke offers a 1 year warranty against manufacturers defect. We have offered to replace the key hook at no charge. We quote 2-6 weeks on all repairs. This does not mean it will take that long. We will expedite her repair.

We suggest all returns are sent [redacted] or insured mail. If an item is defective we will reimburse up to 13.00 in shipping. We do not reimburse for express shipping. As a courtesy we are reimbursing the customer 20.00 for shipping.

Please have customer call [redacted] and authorize us to do the repair on her bag so we can expedite the process and get the bag bag to her promptly.

We apologize for any inconvenience.

Review: I contacted Dooney & Bourke regarding a purse that I purchased through [redacted]. A very small nailhead grommet has fallen off my purse. The nail head grommet is a small piece that resembles a thumb tack. The piece is necessary to hold the strap on my purse. The purse was a large investment for me ($275) and I was anticipating a quality product. I contacted the customer service department on 09/04/2014 and the customer service representative was impolite. I asked for a supervisor and was told I would need to pay for shipment to have the purse sent in for repair. The supervisor was lacking in customer service skills, as well. At no time was an apology made. Neither customer service representative was the least bit sympathetic to my problem or my request. I simply wanted to have a new grommet sent to me.Desired Settlement: I would like 2 new grommets sent to me. I would like to attempt to repair the purse myself. If the grommet does not hold up, then I would like to send the purse in for replacement or repair.

Business

Response:

Hello, I am writing in reference to [redacted] complaint.

If [redacted] would be so kind as to return the bag to me:

Dooney & Bourke

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],

Presidents Office