I Love Dooney.com

We did process your refundYou were credited correct?

We apologize for the inconvenienceOur items are at such great prices they do sell out very fastYour order was refunded back to youWe would like to offer you a promotion code for 10% off the next item you order from usPlease copy and paste this promotion code into your cart to reflect the
savings ***

We apologize for the inconvenience of our computer systems being down for a day and a half.
The order was still within the processing and shipping time frame. The email that you entered in your order is [redacted]
Not sure how you received your order confirmation email...

at that address. Please forward that email back to us to investigate that. Our systems are back up and your order was cancelled.

Complaint: [redacted]
I am rejecting this response because:I agree  There was a coupon redemption at checkout. I entered the code as requested and then proceeded. I 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 possible. Followed up with a call to customer service once they were open and was told the order shipped and no changes can be made. Really?While your response seems logical, just click here and the magic happens, that's not what happened in my case. We both agree the price should have been dropped to $99.00 had the code worked.I really do not care that your order system lacks normal functionality and is flawed. A simple refund of the difference is what I'm asking.  
 
 
 
 
 
.
Sincerely,
[redacted]

From: [redacted] Sent: Tuesday, September 27, 2016 2:48 PM...

To: Revdex.com <c[redacted] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint    I received a call from Steve and he told me a refund will be processed within 3 days. I will notify you if I don't receive it by then.   Sent from my iPhone [redacted]

We do apologize for the inconvenience. You did email us at [redacted] on 12/30/15 and we responded to you on 12/30/15 with our return information. We 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 control. They are a separate company. They do also have a customer service phone number you can call them on and they have the Return/Repair warranty instructions on their website. If you would like the item repaired you should call Dooney & Bourke to get immediate assistance, rather than an email. During 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 calls. The information is also always available on their website. If you want a refund for the item you can send it back to us. If you have the email from 12/30/15 that we sent with the return form you and use that. Or you send it back with a copy of your invoice.Send the item back to us insured mail ILoveDooney[redacted]

Complaint: [redacted]
I am rejecting this response because: 
Sincerely,
[redacted] I am a CUSTOMER which means I can and will do business. Overall I do not like doing business with Ilovedooney as of late. In myI asked for certain thingsto be implemented to satisfied this complaint; I have received nothing. I have 2 transactions to complete with Ilovedooney. When these transactions THAT WILL CONCLUDE OUR BUSINESS RELATIONSHIP.There are other businesses that will welcome the business if Ilovedooney does not.This back and forth stuff is ridiculous. I you don't have a life guess what I do.

We do apologize for the inconvenience.
A full refund has been processed back to you.You should see that post to your credit card within 1-3 business days, depending on your credit card company.

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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Where has item been shipped? That's the same message I received the other day when you said fed ex had delivered. I don't believe you. Refund my money.

Complaint: 11113795
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:
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from: [redacted]to: [email protected]: Sun, Dec 20, 2015 at 11:20 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, 2015. The Order Number is 25082. This bag came with defective handle. As 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 handle. I purchased Dooney's bag because of the good quality and durability. I'd like to exchange it to another. Please advise me how to so. Thanks.
[redacted]
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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 $13 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 $12.65 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]

Complaint: [redacted]I am rejecting this response because:I agree  There was a coupon redemption at checkout. I entered the code as requested and then proceeded. I 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 possible. Followed up with a call to customer service once they were open and was told the order shipped and no changes can be made. Really?While your response seems logical, just click here and the magic happens, that's not what happened in my case. We both agree the price should have been dropped to $99.00 had the code worked.I really do not care that your order system lacks normal functionality and is flawed. A simple refund of the difference is what I'm asking.  
     .
Sincerely,
[redacted]

That is the address line where you entered in your name.  It is not automatically generated. You entered that in. Your refund was already processed.

You placed an order on our site for 2 items. Both 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 12:43 pm on December 10, 2016 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 30 days of purchase, provided the merchandise is unused and in its original packaging.
Please 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]
[redacted]
[redacted] 
Once the items have arrived in our return department your refund will be processed with in 1-3 business days.

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 policy. The item could not be repaired so they replaced it, per the customers request in the paperwork with the item. The manufacture refunds standard shipping up to a certain amount. That is their policy.
  
A new item was sent to the customer and she refused it. When a package is refused it does take 2-5 weeks to be returned back to the sender. We went ahead and refunded the customer for the item, but we have not received the item back. We will contact the manufacture and keep updated on the tracking of this package.

Complaint: [redacted]
I am rejecting this response because: to date (Feb 20, 2018) I have not received any credit to my card used and I never refused any package - I have emailed the company 4 more times since lodging my complaint with Revdex.com and have received to response. I attempt to call but get put on hold and the line never gets answered. I am now paying interest on this charge for items that were never sent to me.
Sincerely,
[redacted]

Our records show you only emailed us once on 4/20/16. We contacted Dooney & Bourke and they show you emailed them directly. They 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 warranty. They sent you a link to follow. The also told us you emailed them the shipping receipt, but you did not ship the package to them. You shipped to us. The [redacted] Stores charge you a lot more to send to a PO Box then the post office. We always recommend insured mail with the post office. It is on our return form as well to ship the package insured mail.

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

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

You can log into your account on our website to view your order status. When the order is placed we email you the order confirmation. Then when the order is shipped out we email the shipping information with the tracking number. All that information was emailed to you at the email address you...

entered in when placing the order.For order [redacted]We emailed you the shipping details at [redacted] on 4/16/16
Your [redacted] tracking number is [redacted]For order [redacted]We emailed you the shipping details at [redacted]  on 4/14/16Your [redacted] tracking number is [redacted]For order We emailed you the shipping details at [redacted]  on 4/12/16
Your [redacted] tracking number is [redacted]Our customer service department is here M-F 8am-5pm EST.