I Love Dooney.com

From: [redacted] Sent: Wednesday, January 17, 2018 12:32 PM To: Revdex.com...

[redacted] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]   Hi. I wanted to let you know that the complaint has been resolved. I did receive a refund for the item they never shipped. Thank you.

That is how it is applied. Once you are logged in you can add an item to your cart and the sales tax (according to your shipping address) will be shown.
It is shown before you review and confirm the order.
Your order confirmation email also shows it.

Complaint: [redacted]
I am rejecting this response because: Because it is written in such a matter...

that this was a simple open and shut issue. At the time of the complaint, my refund had not been issued. I had made more than several calls to them inquiring as to why it had not. Each time I was told they did not know why it had not even been started even though they could see the product was received by them. I was then told on either November 10 or 17 the A/P person that handles the credits was out and would return on Monday. They were to call back and did not - as usual. I was then told during one of my final calls that their refund system was down. After that call, I filed my complaint. Shortly thereafter, I sent yet another email to them asking about my credit. At that point I was told that it had been issued. I then emailed a couple more times asking how long it would take to hit my card, which it finally did on Wednesday last week. Therefore, this business in true form, left out the important part of the issue by not telling you about all of the calls I made prior to filing my complaint. Their poor customer service is why they have 39 Revdex.com complaints on file.
Sincerely,
[redacted]

Thank you for contacting I Love Dooney. We have been emailing you for several days and you have not replied to us. You called in on 3/20 and we updated you with all the information that [redacted] had provided to us. We gave [redacted] your telephone on 3/20. [redacted] wanted to delivery the item to your physical...

address. You had provided a PO Box. They contacted us to ask for your phone number so they could verify this with you. That is why we were emailing you. This was ordered and shipped from ILoveDooney.com. Dooney & 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.

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 apologize for the inconvenience. The emails that were sent to the customer have that we offer 2 options for return, when a customer believes the item is defective. 1. To return the item back to us and we will process a refund for the item, however we are unable to reimburse return...

shipping costs. 2. Send the defective item back to the manufacture at Dooney & Bourke under their warranty. If defective under warranty they will repair or replace the item and reimburse return shipping fees up to a certain amount. The repair address and details of their warranty is on their website.That is what was explained to the customer. The customer sent the item back to us and we refunded the item.

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: 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:---------------------------------------------from: [redacted]to: [email protected]: Sun, Dec 20, 2015 at 11:20 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, 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]---------------------------------------------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 Information:

valign="top"> We spoke to this customer on 12/9/14. We told her we would send her another item. We did so on 12/9/14 and gave the customer the tracking number for the new order. We even sent the replacement item express. The tracking number for the replacement shows Delivered On: Wednesday, 12/10/2014 at 8:50 A.M.

That is the offer of the warranty with the manufacture: Repair or Replacement. That is why they replaced it for you.
We have processed your refund for the item on 9/6/16. Depending on your bank, it can take 2-5 business days for that to post in your account.

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]

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.

We are sorry to hear you did not receive the item that [redacted] stated they delivered to you. We have refunded you for the item. The item that you did not receive was $83.30 plus $5.83 tax.We were refunded the $89.13.

We (ILoveDooney.com) have only received one email from you on 4/20/16 asking about how to return the item to us. We responded to you on 4/20/16 with our return instructions. We would not instruct a customer to return the item to a store. We do not have any stores. The item usused item would have to...

be returned back to us for a refund. The item does have a one year warranty. If 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.com. They are a different company. We are authorized resellers of Dooney & Bourke items. What address did you return the item to?What is your return tracking number?

[redacted] has called our office several times and sent several emails to us. We have told her several times that she was refunded for her return. She needs to check her [redacted] ending in [redacted].

They are delivering your item to you.

The replacement was shipped [redacted] tracking number [redacted] on 4/30.  According to [redacted] the item is out for delivery today.
[redacted]






05/07/2015





7:30 A.M.



Out For Delivery

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 30 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 4/30.

Your credit was processed this morning, 1/12/17. Please note that due to the holiday season returns may take a day or two longer than usual. They are processed in the order they are received.

Complaint: [redacted]
I am rejecting this response because:The response did not address the issue I am having. The response gave instructions on how to make a purchase this was and is my sixth and seventh purchase I know how it works. I asked for written conformation of the new sales tax that is being applied and how it's being applied.
The response is unsigned by the company representative who made the response.
Sincerely,
[redacted]