I Love Dooney.com

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.

We apologize for the inconvenience caused to the customer.  A credit in the amount of 243.60 was processed on 6/8.  The customer should see this back on her card in 3-5 business days.

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]

We processed a full refund for you on January 13, 2016. There is nothing else we can do for this return.

We are sorry of the inconvenience the customer has experienced. The customer entered in his address as:
Shipping address




[redacted]Ship to [redacted], [redacted],...

**, [redacted]United States
The shipping that the customer selected was [redacted]. [redacted] delivered the item to the customers local post office. The post office would then delivery the package to the shipping address. The [redacted] Office reported :"Your item was undeliverable as addressed at 9:22 am on December 11, 2015 in [redacted], [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 address. His name is at the top so there in no need for him to have "Ship to [redacted], [redacted]" on the shipping address line. That is most likely what confused the postal carrier and why they marked it undeliverable. He can update the shipping address to read
Shipping address




[redacted], **, [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

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.

You placed and order on our site and we shipped it to you with [redacted] is delivering your item to you. If you do not get this item or if [redacted] returns the item back to us we will refund you immediately.

I received my package in the mail today. Thank you for your help.    Thank you    [redacted]

Complaint: [redacted]
I am rejecting this response because:
 The company provided inaccurate information and I have proof via email correspondence. Also this was a gift and since I couldn't give it, I don't think I should be responsible for return shipping on defective merchandise. 
Sincerely,
[redacted]

We did cancel your order for you.

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]

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 complaint. They make it sound like they willingly processed my refund when in fact that was not the case, thus the complaint. This is the first Revdex.com complaint I have ever filed and I wanted it to be a true depiction of what transpired. 
Sincerely,
[redacted]

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?

Complaint: [redacted]
The previous response stated that a replacement product was being shipped on 4/30.  I have yet to receive a replacement product nor have I received a response to the two emails sent 4/21 & 4/24 inquiring about the status of this issue. If a replacement product was shipped on 4/30 please provide tracking information. 
Sincerely,
[redacted]

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]

This was refunded back to you on 10/20/17. Please check your [redacted] card. The tracking number would be on the email that was sent to with the return form.

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.

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]

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.

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]