I Love Dooney.com

I have been a loyal customer at Dooney & Bourke for years. I have never had to return anything…. Until now. $20 to return online is ridiculous! Rip off! No longer a customer.

I purchased a purse on 12/31/2021 with an awesome promo code. They billed my card then 2 weeks later stated it was back ordered. I called last week and changed the color because they said that color was in stock. Today I see they cancelled my order completely. When I spoke with customer service they reported they will not wait for the item to come back into stock. This is a bag that I got at a really reduced price from what it is currently listed. I do not want the order cancelled and either want a rain check for the same bag at the same reduced price or leave they order open until the item is restocked. This is not a bag that is being discontinued so I see no reason they can’t wait or send me a promo code for the same reduction in price.

Made a purchase in March 4, 2021 for a one-time authorize payment and was charged March 20, 2021 for my purchase. 8 months later (December) they charged an unauthorized payment to my account saying they did an audit. I wasn’t notified beforehand. Woke up in the morning and bam….saw no issue in committing fraud. There has to be a law in place for that type business.

I ordered items that were guaranteed delivery by 12/24. Tracking shows some will arrive after the holiday. Never received a confirmation email after order was placed on I Love Dooney, never received an email with shipping information, spoke with 2 chat representative (both useless) and I will never shop with them again. If I had known there were so many complaints I would have never placed my orders. My email has been inundated with sales email even after I opted out.

They sent me the wrong bag with the packing slip and order form for another woman in another state. Mistakes happen and while it was annoying I had no idea or expectations that I would be treated as horribly as I was when I called. After being on hold for a very long time, I finally reached a representative who told me that my bag would not be shipped to me until I sent the wrong one back. Seriously! They are holding my bag hostage until I go to the trouble of sending the incorrect bag back. I had no intention of keeping the bag. I want my bag, not someone else's and they refuse to make their mistake right and send me the bag I ordered and paid for. My requests both by phone and email to speak to a supervisor have been met with empty promises. I am still waiting to hear from a supervisor and for my bag even though there is a tracking number showing that the incorrect bag is on it's way back to them. Disgusting!. This is it for me regarding D & B!

I purchased a bag. It went on sale. I requested a refund of the difference. I was told they would not do that. I asked my complaint be forwarded to a supervisor. They refused.

We do apologize for the inconvenienceYou did email us at [redacted] on 12/30/and we responded to you on 12/30/with our return informationWe emailed you the return form with return address at [redacted] If you were contacting Dooney & Bourke directly and they were not answering your emails, that is out of our controlThey are a separate companyThey do also have a customer service phone number you can call them on and they have the Return/Repair warranty instructions on their websiteIf you would like the item repaired you should call Dooney & Bourke to get immediate assistance, rather than an emailDuring the holiday season I can imagine they get backed up with emails (why you got that automatic response from them), but they always have representatives answering phone callsThe information is also always available on their websiteIf you want a refund for the item you can send it back to usIf you have the email from 12/30/that we sent with the return form you and use thatOr you send it back with a copy of your invoice.Send the item back to us insured mail ILoveDooney [redacted] ***

Your credit was processed this morning, 1/12/Please note that due to the holiday season returns may take a day or two longer than usualThey are processed in the order they are received

We apologize for the inconvenience caused to the customer Because the [redacted] surepost provided proof of delivery, we have to file a claim with them They intern do an investigation The investigation can take any up to business days We have contacted them again to inquire on the status of the claim In an effort to avoid further inconvenience to the customer a replacement has been sent The customers replacement is being shipped today 4/

The replacement was shipped [redacted] tracking number [redacted] on 4/ According to [redacted] the item is out for delivery today [redacted] 05/07/ 7:A.M Out For Delivery

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] didn't take money from my credit card

Your credit was processed this morning, 1/12/ Please note that due to the holiday season returns may take a day or two longer than usualThey are processed in the order they are received

Thank you for contacting I Love DooneyWe have been emailing you for several days and you have not replied to usYou called in on 3/and we updated you with all the information that [redacted] had provided to usWe gave [redacted] your telephone on 3/ [redacted] wanted to delivery the item to your physical addressYou had provided a PO BoxThey contacted us to ask for your phone number so they could verify this with youThat is why we were emailing youThis was ordered and shipped from ILoveDooney.comDooney & Bourke is the manufacture, they would not be able to assist you with this issue.As [redacted] told you they are going back to get the package from your address and will delivery it to your PO Box

Complaint Information: valign="top"> We spoke to this customer on 12/9/We told her we would send her another itemWe did so on 12/9/and gave the customer the tracking number for the new orderWe even sent the replacement item expressThe tracking number for the replacement shows Delivered On: Wednesday, 12/10/at 8:A.M

Complaint: [redacted] The previous response stated that a replacement product was being shipped on 4/ I have yet to receive a replacement product nor have I received a response to the two emails sent 4/& 4/inquiring about the status of this issueIf a replacement product was shipped on 4/please provide tracking information Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11981173, and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: I am rejecting this response because: The response by ILoveDooney.com is a clear example of the frustration having to deal with the company's unwillingness to really review the situation before giving generic responsesI will focus specifically on this statement from ILoveDooney's response: "If a customer informs us there may be a defect then we provide the manufacture warranty informationIf the customer has already sent in the item to us then lets us know there may be a defect, there is nothing we can do about the shipping charges." This last statement is entirely incorrect, as you can see from my initial email to ILoveDooney.com: --------------------------------------------- from: [redacted] to: [email protected]: Sun, Dec 20, at 11:PMsubject: Defect on Order Number 25082mailed-by: gmail.com Hi ILoveDooney representative, I placed an order for a "Dooney & Bourke Pebble Grain Bitsy Bag - Sage" bag on December 4, The Order Number is This bag came with defective handleAs shown in the attached pictures, the back handle came with a faded spot as well as a faded line (looks like a scratch but is not really a scratch) that is lighter compared to the rest of the handleI purchased Dooney's bag because of the good quality and durabilityI'd like to exchange it to anotherPlease advise me how to soThanks [redacted] --------------------------------------------- As you can see from the VERY FIRST email that was sent to ILoveDooney.com, I mentioned that I wanted to exchange the bag due to a defective handle Even the subject of the email on the entire email chain states "Defect on Order Number 25082" After this initial email, ILoveDooney had responded with the email telling me to send the bag back to ILoveDooney.com, with no mentioning of sending the bag to the manufacturerEven my original Revdex.com complaint states, "Therefore, I contacted ILoveDooney.com's customer service via email at [email protected] to see if I could exchange the defective bag for another one of the same type." I don't see why it is so difficult for ILoveDooney.com to actually read emails and understand the true concern rather than just respond with generic commentsSo my summary of points to ILoveDooney.com is this: 1) Your own company made a mistake in telling me to send the bag back to them, even after I clearly stated that the bag had a defect You are now trying to cover up for your own mistakes by stating generic policies after the fact2) Your own company's phone representative made further mistakes by informing me that I would be reimbursed up to $for shipping the bag back to them You are now trying to cover up for this mistake as well, as you refuse to even acknowledge this fact AFTER I had already followed your company's instructions and shipped the bag back to you3) My shipping amount of $is actually not a significant amount It's the principle behind following through with what your company states, and owning up to your mistakes However, because of refusing to follow your this small amount, you will now lose a repeating customer who have purchased from your company more than once in the past4) Your customer service has failed horribly The fact that you keep trying to cover up for this failure reflects on your company as a whole in owning up to issues Sincerely, [redacted] ***

We and have been dealing with [redacted] regarding thisAs soon as [redacted] tells us they are sending the item back to us we will process your refundIf the item does get delivered to you, you can send it back to us

We apologize for the inconvenience The item comes with a one year manufacture warranty The item could have been sent to us for a refund or sent to the manufacture for a repair/replacement and postage reimbursement (per there policy) The customer sent the item to the manufacture for their warranty policyThe item could not be repaired so they replaced it, per the customers request in the paperwork with the itemThe manufacture refunds standard shipping up to a certain amountThat is their policy A new item was sent to the customer and she refused itWhen a package is refused it does take 2-weeks to be returned back to the senderWe went ahead and refunded the customer for the item, but we have not received the item backWe will contact the manufacture and keep updated on the tracking of this package

Complaint: [redacted] I am rejecting this response because:I Love Dooney claims the refund was processed on 06-08, it has now been days with no refund Sincerely, [redacted]