I Love Dooney.com

I received my package in the mail todayThank you for your help Thank you [redacted] ***

Complaint: [redacted] I am rejecting this response because:I agree There was a coupon redemption at checkoutI entered the code as requested and then proceededI immediately noticed the price was not as agreed and could not cancel the order I emailed customer service (as you noted) requesting the order be corrected or cancelled if correction was not possibleFollowed up with a call to customer service once they were open and was told the order shipped and no changes can be madeReally?While your response seems logical, just click here and the magic happens, that's not what happened in my caseWe both agree the price should have been dropped to $had the code worked.I really do not care that your order system lacks functionality and is flawedA simple refund of the difference is what I'm asking Sincerely, [redacted]

We are sorry of the inconvenience the customer has experiencedThe customer entered in his address as: Shipping address [redacted] Ship to [redacted] , [redacted] , **, ***United States The shipping that the customer selected was [redacted] *** [redacted] delivered the item to the customers local post officeThe post office would then delivery the package to the shipping addressThe [redacted] Office reported :"Your item was undeliverable as addressed at 9:am on December 11, in ***, [redacted] ***."The customer contacted us regarding this and we did not want our customer be without his package and his payment so we refunded him immediately.If he wishes to place another order with us we do suggest he updates the way he entered in the shipping addressHis name is at the top so there in no need for him to have "Ship to [redacted] , [redacted] ***" on the shipping address lineThat is most likely what confused the postal carrier and why they marked it undeliverableHe can update the shipping address to read Shipping address [redacted] , **, ***United States Our stock and prices are constantly rotating, so bookmark our page and revisit often to check out the finest in discounted Dooney & Bourke handbags and accessories!Sincerely,ILoveDooney.com

This was refunded back to you on 10/20/Please check your [redacted] cardThe tracking number would be on the email that was sent to with the return form

We apologize for the inconvenienceThe emails that were sent to the customer have that we offer options for return, when a customer believes the item is defectiveTo return the item back to us and we will process a refund for the item, however we are unable to reimburse return shipping costsSend the defective item back to the manufacture at Dooney & Bourke under their warrantyIf defective under warranty they will repair or replace the item and reimburse return shipping fees up to a certain amountThe repair address and details of their warranty is on their website.That is what was explained to the customerThe customer sent the item back to us and we refunded the item

We did cancel your order for you

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 responses.I 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 information.If 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.comHi 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 manufacturer.Even 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 comments.So 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 fact.2) 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 you.3) 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 past.4) 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] ***

Thank you for your order with usThe [redacted] was on sale on our site for $There was an additional promotion code that was offered on this item with Brad's DealsThe promotion had to be entered in the cartWhen you add the item to your cart there is a field below the photo of the item that states Apply Promotion CodeWhen you enter the code and click Apply the discount is deducted from your purchase priceThe promotion code was not entered in and appliedThe purchase price for your order is shown throughout the checkout process on the right hand side of your screenYou placed the order and confirmed the charge of your order for $That was $for the item and $sales tax.We also emailed you regarding this promotion code on your order on 12/16/

[redacted] has called our office several times and sent several emails to usWe have told her several times that she was refunded for her returnShe needs to check her [redacted] ending in ***

We apologize for any inconvenienceThe promotion code for the free bracelet was to be entered in your cart before checkoutThe promotion code was not entered in and the order was processed and shipped out to youAs a one time courtesy we will send you a braceletIn the future the promotion code must be entered before you complete and submit your order

Complaint [redacted] I am rejecting this response because: I want a refundI am done with chasing the purseI was phone with [redacted] today and was left on hold until I hung up the phoneLet I love dooney deal with [redacted] **Have them give me back my moneyThat's the only thing I am interested in nowThank you Sincerely, [redacted]

We apologize for the inconvenienceOur website would not change or alter your addressThat is the address that was entered in and confirmedThe same address is shown in your account profile on our websiteYou can log in to your account and verify or update your shipping and billing addressWe process and ship our orders very quickly, we know our customers what their orders as soon as possible The order was sent out with the free shipping via [redacted] *** [redacted] does not allow us to change or alter the shipping address that was entered inWe have tried before and it can not be doneIf it was possible we would have done soThe item has not been received back to us, however we will process the refund for this order back to you

Our records show you only emailed us once on 4/20/We contacted Dooney & Bourke and they show you emailed them directlyThey replied to your email, 4/26/16, letting you know how to get a label from them to send it to them for repair/replacement under warrantyThey sent you a link to follow The also told us you emailed them the shipping receipt, but you did not ship the package to themYou shipped to us The [redacted] Stores charge you a lot more to send to a PO Box then the post officeWe always recommend insured mail with the post officeIt is on our return form as well to ship the package insured mail

We are sorry to hear you did not receive the item that *** stated they delivered to youWe have refunded you for the itemThe item that you did not receive was $plus $tax.We were refunded the $

You placed an order on our site for itemsBoth items were processed and shipped out to you Your FedEx tracking number for package containing both items is [redacted] The tracking number shows: id="LabelSummaryDetails-9261299994756921617499">Your item was delivered to an individual at the address at 12:pm on December 10, in [redacted] If do want the item please return them to us for a refund We will gladly refund your purchase when returned back to us within days of purchase, provided the merchandise is unused and in its original packagingPlease visit our website for a return form: [redacted] If you can not access this link, please send the items back insured mail with a copy of your invoice to [redacted] *** Once the items have arrived in our return department your refund will be processed with in 1-business days

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this business is correct in that my refund was given, but ONLY after numerous calls, emails, and the filing of this complaintThey make it sound like they willingly processed my refund when in fact that was not the case, thus the complaintThis is the first Revdex.com complaint I have ever filed and I wanted it to be a true depiction of what transpired Sincerely, [redacted]

From: [redacted] Sent: Monday, May 16, 2016 5:15 PMTo: RevDex.com <[email protected]>Subject: Re: You have a New Message from BBB Serving Connecticut Regarding Complaint # [redacted] Dear BBB, I received an email from ilovedooney.com asking me to rate the product and their service. Below is the response I received from them. As far as I am concerned the case is closed. I received a full refund by [redacted] because I disputed the charge after I had verified the company had received the damaged purse back, but had failed to process a credit back to my [redacted] account (my [redacted] account was used to make the purchase). " It cannot be published to the website, but.. —

We apologize for the inconvenience caused to the customer A credit in the amount of was processed on 6/ The customer should see this back on her card in 3-business days

Complaint: [redacted] I am rejecting this response because: I sent several emails to ilovedooney.com with the first being on 4/20/asking for return instructionsI did receive an email from Customer Service that same day referring me to: http://ilovedooney.com/customer service/returns-%-replacements/returns-replacement.htmThat site took me to their Return Form, which I printed and completed per its instructionsThat form provided a return address of: ILOVEDONNEY.COM Returns Department P.OBox South Norwalk, CT I tried calling ilovedooney.com (###-###-#### to ask if they were going to provide me with a prepaid mailing label since the product was defective, but there was no answer or a voice mail option That prompted me to send another email to ilovedooney.com on 4/23/asking if they were providing me with a prepaid label to return a defective itemI received an email response back statingthey would get back to me due to heavy volumes of calls...That is when I called ilovedooney.com at ###-###-#### again and this time my call was answeredI was told to return the item to a store for a refund or exchange as they do not provide prepaid shipping labelsI was told I had to pay for the return myself even if the item was defectiveThat call was placed at 7:am PDT on Monday 4/25/I prepared the defective purse for mailing and took it to my local [redacted] StoreSince I only had a PO Box address they could not send it out via [redacted] and could only send it through [redacted] Priority mailThe package was addressed to ilovedooney.com, Returns Department, P.OBox 5355, South Norwalk, CT My cost to ship totaled $and the tracking number is [redacted] The expected delivery is today (4/27/16) Sincerely, [redacted] ***

We (ILoveDooney.com) have only received one email from you on 4/20/asking about how to return the item to usWe responded to you on 4/20/with our return instructionsWe would not instruct a customer to return the item to a storeWe do not have any storesThe item usused item would have to be returned back to us for a refundThe item does have a one year warrantyIf you wish to repair/replace the item it can be sent to the manufacture (Dooney & Bourke).I do believe you were calling/ emailing www.Dooney.comThey are a different companyWe are authorized resellers of Dooney & Bourke itemsWhat address did you return the item to?What is your return tracking number?