I Love Dooney.com

When you add the item to your cart it will show you the total amount. If you are not logged in it will show you the applicable sales tax once you are logged in or when you checkout as a guest it will show when you enter in your shipping address.
Once your shipping address is entered in it...

will show you the total amount before you review and confirm the order. Then you are sent an email confirmation with the order details showing the price of the item and your sales tax. The amount and details are shown.

Thank you for your order with us. The [redacted] was on sale on our site for $179.00. There was an additional promotion code that was offered on this item with Brad's Deals. The promotion had to be entered in the cart. When you add the item to your cart there is a field below the photo of the item...

that states Apply Promotion Code. When you enter the code and click Apply the discount is deducted from your purchase price. The promotion code was not entered in and applied. The purchase price for your order is shown throughout the checkout process on the right hand side of your screen. You placed the order and confirmed the charge of your order for $193.33. That was $179.00 for the item and $14.33 sales tax.We also emailed you regarding this promotion code on your order on 12/16/16.

We apologize for any inconvenience. The promotion code for the free bracelet was to be entered in your cart before checkout. The promotion code was not entered in and the order was processed and shipped out to you. As a one time courtesy we will send you a bracelet. In the future the promotion code...

must be entered before you complete and submit your order.

Complaint: [redacted]
I am rejecting this response because:
Below is the exact email response received by ILoveDooney's email representative in response to me informing them of the defective bag issue.  As one can easily see in this email response, there is no mentioning of the 2 options, as stated in their Revdex.com response.  There is only the option to fill out their return form, which instructs to send the item back to ILoveDooney.com.  In fact, ILoveDooney did not even talk about the option of returning it back to the manufacturer until after I had already sent back the item and after they had already refunded the price of the item but not the shipping cost.  This was all because I had emailed them again asking about my return shipping cost, which their own phone representative had promised to reimburse as long as it was under $13.  Only after the item was no longer in my possession would ILoveDooney.com even mention the option of returning it to the manufacturer, which was not even possible anymore.  This all sounds like ILoveDooney.com is just trying to cover up for their own mistakes and their own inconsistent information among their customer service representatives, and by doing so, avoiding to reimburse the shipping cost that they themselves had promised.  Their Revdex.com response is dishonest, because anyone can see in their email response that they did not give this option prior to me sending the item back to them:
-------------------------------------------------------------------------
from:
Customer Service <[email protected]>
to:
[redacted]
date:
Mon, Dec 21, 2015 at 9:29 AM
subject:
Re: Defect on Order Number 25082
signed-by:
ilovedooney-com.20150623.gappssmtp.com
Thank you for your recent order with us. We will gladly refund your purchase within 30 days provided the merchandise is unused and in its original packaging.
Please click the link below for the return form.
www.ilovedooney.com/returnform
We will issue a return credit to the card that was used to make the purchase.
Our stock is constantly rotating, so bookmark our page and revisit often to check out the finest in discounted Dooney & Bourke handbags and accessories!
Sincerely,
The ILoveDooney.com Team
www.ILoveDooney.com
[email protected]
###-###-####
--------------------------------------------------------------------------------...⇄ /> Sincerely,[redacted]

As I stated in the email that I sent your earlier today, you will not be charged to send your bag back to us.  We do not charge our customers to ship items back to us that are defective.  Please follow the link below to return your bag.  It will give you a UPS return label that...

you will not be charged for. [redacted]

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]

Thank you for your order with us. The [redacted] was on sale on our site for $179.00. There was an additional promotion code that was offered on this item with Brad's Deals. The promotion had to be entered in the cart. When you add the item to your cart there is a field below the photo of the...

item that states Apply Promotion Code. When you enter the code and click Apply the discount is deducted from your purchase price. The promotion code was not entered in and applied. The purchase price for your order is shown throughout the checkout process on the right hand side of your screen. You placed the order and confirmed the charge of your order for $193.33. That was $179.00 for the item and $14.33 sales tax.We also emailed you regarding this promotion code on your order on 12/16/16.

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.

We apologize.  We issued the credit on 6/8.  Unfortunately because the item was purchased in February and returned in June, the system rejected the refund.  We resubmitted the refund.  Please let us know if you do not receive it within 3 days.

Complaint Information:
3.75pt; text-align: left;" valign="top"> Unfortunately there was an error with our inventory. We no longer have this item. The customers order was cancelled on 2/3 and her account was refunded.

As soon as we hear from FedEx we can proceed appropriately.

Complaint: [redacted]
I am rejecting this response because:
 
I sent several emails to ilovedooney.com with the first being  on 4/20/16 asking for return instructions. I did receive an email from Customer Service that same day referring me to: http://ilovedooney.com/customer service/returns-%-replacements/returns-replacement.htm. That site took me to their Return Form, which I printed and completed per its instructions. That form provided a return address of:
 ILOVEDONNEY.COM Returns Department
 P.O. Box 5355
South Norwalk, CT  06856.
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 4/23/16 asking if they were providing me with a prepaid label to return a defective item. I received an email response back stating... they 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 answered. I was told to return the item to a store for a refund or exchange as they do not provide prepaid shipping labels. I was told I had to pay for the return myself even if the item was defective. That call was placed at 7:43 am PDT on Monday 4/25/16. I prepared the defective purse for mailing and took it to my local [redacted] Store. Since I only had a PO Box address they could not send it out via [redacted] and could only send it through [redacted] Priority mail. The package was addressed to ilovedooney.com, Returns Department, P.O. Box 5355, South Norwalk, CT  06856. My cost to ship totaled $33.62 and the tracking number is [redacted] The expected delivery is today (4/27/16).
Sincerely,
[redacted]

When a customer asks about a return we send them that return form. 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. The item was already refunded.

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.

Complaint: [redacted]
I am rejecting this response because:
Somehow the point of my complaint of receiving a purse from ilovedooney.com with a defective zipper and the very poor level of customer service I received seems to have been lost in a discussion of emails. I have no idea how my emails ended up going to www.Dooney.com when the only email address I had came from the ilovedooney shipping documents that were enclosed with the purse.
My phone records clearly show I called ilovedooney.com at ###-###-#### twice. That phone number was printed on the shipping documents along with the email address of [email protected]. My first call was placed on Saturday, April 23, 2016 at 8:10 am. My call went unanswered (no voice mail, no automated message telling me service was not available on Saturdays or anything) My call lasted for a total of 32 seconds.  My second call to ilovedooney.com was placed on Monday, April 25th, 2016 at 7:43 am. That call lasted 59 seconds and was answered by a female who just answered with “hello”. Uncertain I had called the correct number, I asked if she was ilovedooney and she said yes. I proceeded to tell her I had ordered a purse that came with a defective zipper and I wanted to return it. I asked if ilovedooney.com provides prepaid mailing labels for the return of defective products and she said no. She went on to tell me I could take the purse to a store for a return or replacement, but the return postage would be at my expense.
I learned that [redacted] can only ship to a street address when I arrived there with my package already addressed to ilovedooney.com’s Post Office Box address. I was very frustrated at this point because I had such a difficult time trying to reach customer service at ilovedooney.com and to think I would have to try to reach them again for their street address was perplexing.
I confirmed with [redacted] tracking that the subject purse from order #[redacted] was delivered to ilovedooney.com on 4/27/16 at 6:49 am. I trust a prompt return and credit back to my credit card for the full purchase price of $192.54 will be made without delay.

Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]

We apologize for the inconvenience. Our website would not change or alter your address. That is the address that was entered in and confirmed. The same address is shown in your account profile on our website. You can log in to your account and verify or update your shipping and billing address. We...

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] does not allow us to change or alter the shipping address that was entered in. We have tried before and it can not be done. If it was possible we would have done so. The item has not been received back to us, however we will process the refund for this order back to you.

Complaint: [redacted]
I am rejecting this response because:I Love Dooney claims the refund was processed on 06-08, it has now been 11 days with no refund.
Sincerely,
[redacted]

From: [redacted] Sent: Monday, May 16, 2016 5:15 PMTo: Revdex.com <[email protected]>Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]   Dear Revdex.com,   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.. —

Complaint[redacted]
I am rejecting this response because: I want a refund. I am done with chasing the purse. I was phone with [redacted] today and was left on hold until I hung up the phone. Let I love dooney deal with [redacted]. Have them give me back my money. That's the only thing I am interested in now. Thank you. 
Sincerely,
[redacted]