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Dooney & Bourke
Dooney & Bourke Customer Service Phone, Email, Contacts

Dooney & Bourke
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1.5 84 Reviews

Dooney & Bourke Complaints Summary

10 Resolved
74 Unresolved
Our verdict: With Dooney & Bourke's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Dooney & Bourke reviews & complaints 84

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1:26 pm EDT
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Dooney & Bourke Poor quality of purse

I used a new Dooney & Bourke purse for 2 months before the strap broke after just normal use. Their best offer was to replace the dog hook for $5 and charge me $7.50 for shipping. The repair and shipping should have been free. The purse strap was defective and should have lasted more than 2 months. Considering the prices they charge, they should stand behind their products. Don't bother spending money on these over-priced, poorly made purses.

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Jency1
, US
Aug 27, 2016 12:44 pm EDT
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For the last 28 years I have purchase one Dooney and Bourke leather handbags. I currently own 30 DB handbags, and 3 watches. I ordered the Editors Traveling Tote in black. Below is a list of events that has happen:
A. I used the Trade in Program ($137.50), and I placed the order for the Editors Travel Tote in Black. The balance was put on my credit card. I was very disappointed when I received the handbag. The front of the handbag had full grain leather. The sides/bottom of the handbag is made from smooth leather. The upper part where the buckle is located, and the back of the handbag is a mix of full grain/smooth leather. This was clearly a defective item. A leather handbag should have the same type of leather. I returned the handbag, completed the return form, included the shipping receipts($14.30), and ask for a replacement as instructed by Customer Service Rep. for reimbursement. Also, I included a note asking for someone to inspect, and make sure the leather was okay.
B. On 08/20/16 I received the replacement handbag. The second handbag was made up of the same leather as the first handbag that I returned. No shipping reimbursement was received.
C. I contacted Customer Service Rep vie email explaining this situation about the second handbag. I also attached photos(.jpeg) of the handbag. I wanted to know if the Editors Travel Tote was made from two types of leather. I mention that I did not want pay shipping fees again for another defective bag being deliver to me. Thinking of another option, I ask when the Return Department receive the defective Editor Travel Black Tote, could Dooney & Bourke do the following:
Credit my VISA Account in the amount of $170.13.
Send me a gift card in the amount of $137.50.
Send me a check in the amount of $26.00 Shipping cost.
The response that I receive from “C” option, was to fill out the return sheet with a copy of the Shipping Receipt. The rest of my inquiries was ignored.
D. I called(08/22/16), and spoke with a Customer Service. I asked if there was a way she could check to see if all of the Editor Travel tote's leather is made up like the ones that I received. She informed me that she would call the stores that carry the handbag, and call me back. I gave her my contact numbers. No one has called or left a message. I am force to keep this handbag because I do not feel that this company will do the right thing! I will never purchase another dB handbag.

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2:58 pm EST

Dooney & Bourke Horrible horrible customer service and fulfillment

My husband purchased a bag for me and received a "your order has been received" email. Good start. After a week with no email that it had been shipped, we called. Wait time said 5 to 10 min. No biggie. Twenty minutes later we finally get someone. Bag has been shipped. Never received an email about a tracking number or ship date.

Bag arrived but wrong bag. Sent back 2 days later for an exchange and also on the same day as I shipped this bag, went online and ordered a different bag plus a wallet.

A few hours later an email was received about the two new items ordered being received. That's standard. Waited a full week to call about the exchange and the new orders. Was told the following:

1: exchange bag has been received but new bag on back order for 4-6 weeks. That matched the website info. Never received an email though that the item was received. I has to keep checking my ups status.

2. New bag ordered was on it's way. I had no idea because we never received an email about shipping status. Was told it would be here 3/8 but it actually arrived today, 3/5. Great it got here early but I like to be aware of when my deliveries are coming.

3. Wallet ordered was showing status of a back order which did not match website status at the time of order. Service rep said the warehouse the order was sitting at was out of stock so she moved order to a different one so it could be shipped. What?

4. When I log into website to check status, everything says "being processed" nothing shows the correct status.

Dooney is lucky no one can rival their bags in this price range but I will try to buy in person from now on. Too much hassle and confusion with online ordering.

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7:08 am EST
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Dooney & Bourke Non-delivery and poor customer service

I order a purse for my wife as St. Valentine's gift January 25th. I received emails saying that the order was processed and shipped. The tracking link in the email leads nowhere.

To date I'm still waiting for the product and I have not received any feedback to the emails I have written to their customer service department.

I'm located in San Juan, Puerto Rico and their 800 number is blocked from my area code. I don't think it would have been of much use anyway based on the complaints I have read in this and other sites.

The irony is that they have sent emails requesting me to provide feedback on the product they havent delivered. I provided a negative one hoping it would trigger some response but no reaction.

My wife loves their products and I believe they are of good quality but they have no customer service.

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laura capoly
CALEXICO, US
Jan 19, 2015 4:04 pm EST

I'm very concerned about a return i made on dooney, they already received. I have not received an email to let me know..?

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Kristina Rapson
, US
Aug 04, 2015 4:20 pm EDT

I have been waiting 7 months now for my repaired bag to be returned to me. I have been told that international shipping has now been suspended and there is no ETA on when the problem will (if ever) be fixed. They have not offered me any kind of compensation for my bag. I asked for them to send me a new one and they said they still wouldn't be able to ship it to me. I am now considering taking legal action.

Merlin Slocumb  
Merlin Slocumb  
, US
Feb 20, 2016 4:33 am EST
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We all have different experiences but I am happy to say that mine have been really good with this store. I give it four stars because nothing is ever perfect.

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5:28 pm EST
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Dooney & Bourke Item return/refund

On 12/16/2015, I purchased an Christmas gift from the company and received it on 12/21/2015. Unfortunately, the gift recipient did not like the gift and I returned the item. I verified that the return item was received by Dooney & Bourke on 1/18/2016. Approximately, a week after the return I began to contact Dooney & Bourke via phone and email regarding the status of my return. Noone ever answers the [protected] customer service number. One of the messages while you are waiting for a customer service representative, is to email [protected]@dooney.com. I emailed [protected]@dooney.com on 1/25/16, 1/31/16, 2/4/16, 2/5/16 and 2/10/16 to no avail. On 2/6/2016, I received the email message below and have been unable to contact anyone via phone or email for additional details. I'm extremely disappointed with the customer service from this company. As a consumer, I feel used...they now have the returned item and my money. All I want is a refund for the returned item.

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Kellyrich72
, US
Aug 27, 2019 11:34 pm EDT

This is currently happening to me. I ordered two handbags..same style, two different colors. I have verification that ups delivered my return of the Chestnut colored bag that I paid full price for. Dooney is denying that they have it. They are saying I sent back the Natural color which I am carrying and I had on Dooney pay and I got a third of what I paid for it. So I'm out $300+. I will not stop until I get my money back.if I have to call Peter Dooney himself. Its August 27th, 2019, and they're still pulling this crap! No! No! No!

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1:29 pm EST

Dooney & Bourke Service

I ordered a purse on January 24th and the order is still not processed on February 9th (16 days later) It says processing in my paypal account. I emailed several times and called 5 times. I waited over 30 minutes each time I called and 4 times got disconnected before ever getting to speak to someone. I got through to someone the 5th time and gave him my order number and then...got disconnected. When I called back I could not get through because of unusual call volume and got cut off. None of my emails have been answered. I am so frustrated.

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9:45 am EST

Dooney & Bourke Non-existent customer service

This is my first Dooney bag, and I ordered a it on January 24. Unlike many of the complaints I read on here, I received a confirmation email. On January 27, I checked to see what the status was on my order, it still had not been processed. I sent an email asking how long it takes to process an order as this is a gift. Today is January 30, a full six days after ordering, I decided to call their "customer service" number. I was on hold for over 10 minutes, when Andrea answered my call. I explained my question, when would my order be processed? She asked me for my order number, then informed me it had already been shipped, and that it would be delivered tomorrow, January 31. I asked her why my e mail that I sent was never answered, and why my account didn't reflect the status of my order correctly. She apologized about my experience but, as always, thank you for shopping Dooney & Bourke. Click, she hung up on me. Hopefully it holds up better than the bags in some of the other comments on here. This company does not care about its customers, which is disappointing. I will never do business with them again, and won't hesitate to discourage others from buying anything Dooney & Bourke.

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Dee Dee
, US
Feb 02, 2016 7:34 pm EST

I placed an order 1/23/16 and my order is still displaying as "Pending". I have attempted to call several times only to be on hold for 20 plus minutes. I can not believe the poor customer service Dooney provides...as a matter of fact I am shocked. I have well over 10 bags and as we all know Dooney is not cheap. Moving forward I will take my business elsewhere. Dooney please understand, you have competitors who are reading these complaints as well as folks spending their hard earned money. You have just lost a loyal customer for life and I will be sure to share my experience with others.
Kindest Regards
Dee
Jacksonville, Florida

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1:00 pm EST
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Dooney & Bourke Leather bag costing 376.71. Order number 828767

I just received my bag back from Dooney and Bourke I had sent it back to them because the color on the bag was wearing off. I only used the bag a few times due to illness. It spent most of 2015 in it's storage bag. When I took it down to use I noticed that the color was wearing off. In October within the well within the warranty I called Dooney and Bourke for return instructions. For a purse to cost 376.71 the workmanship should be good enough that the color never wears off. They offered me 174.00 towards a new purse valued at 348.00 dollars. And then the letter said If payment has not been received within 30 days, we will unfortunately have to return your merchandise to you. That is exactly how the letter was worded! I called them back and told them I did not agree with their decision. And asked for some one else to inspect my bag. It made no difference the decision was still normal wear and tear. I then Called and explained that I have been really ill and am not in a position financially to buy a new purse right now. Because my medical bills are overwhelming. I asked if they would leave the credit on my account for a time when I could buy a new bag. The best they could do is give me a 2 week extension. Heartless. I feel this is deceptive Trade practices! Their one year warranty sates "Our products prove their enduring value by actually improving with age. We stand behind our leather goods and offer an unconditional guarantee against defects in craftsmanship. No they just send them back to the customer problems unresolved. And call it normal wear and tear. I have owned many Dooney and Bourke bags. Guess what never again! I would have gotten better value for my money to buy a 60.00 dollar bag from anywhere else.

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Jadine
, US
Jan 26, 2016 5:59 am EST

Its one thing if the Company cannot stand with what they promise! Too intimidating to think they cannot stand on they promise! One thing i know their service dept phone line is soooo back up! I have been calling them for 2 days to no avail! I want to talk to a person! Why say 5 to 10 min wait! No its a 2 to3 day wait! And true about their dooney pay nope they will check first if you can pay the whole freaking amt! Its soo alarming! Phew!

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2:21 pm EST

Dooney & Bourke Handbag purchase

I purchased a handbag on Dooney.com and never received it. Dooney said they have to research and I will receive a phone call in six business days. I did not receive a call so I called them and was told it would take another week to research. I went online and ordered another bag because I was tired of waiting. I waited several days waiting for shipping confirmation. I then receive an email saying they can't fulfill the order and it has been cancelled. They offer me 35% off my next purchase. I go online to order yet another bag. IT CAN'T POSSIBLY BE THIS DIFFICULT TO ORDER A BAG BUT YET IT IS. I can't use the coupon if I choose the easy pay offer. My last order was for an easy pay offer so why send me a coupon that I CAN NOT USE. This is the most frustrating experience I have ever had and it's with a company that sells handbags worth hundreds of dollars. I have several dooney's purchased from another online company and I will never do business with dooney.com again. If I have not received my purse then you should immediately put a replacement in the mail and not make me wait two weeks. HORRIBLE HORRIBLE way to do business.

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MSJo
, US
Feb 26, 2016 3:51 pm EST

After reading all the poor reviews on Dooney and Bourke I will never buy another. WOW! This really hurt your reputation, but you did post them.

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10:30 pm EST

Dooney & Bourke Everything

I am sure this complaint will fall upon deaf ears, but i feel i need to tell anyone who is contemplating doing business with DB. PLEASE don't. ----- LOL---------- I am sitting here trying to put my contempt for this company into words, and i don't have them. Please save your money and time! NEVER do business with them! Hate. Incompetency. I would like to add that i have experienced nothing but road blocks when i attempted to post this grievance.

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4:17 pm EDT

Dooney & Bourke Never got my repaired bag back or a replacement

I bought a Dooney and Bourke bag at a department store in November 2014. By January 2015 the strap broke right off. Knowing it was under warranty, I sent the bag in to get repaired. I had to pay for the shipping since I don't live in the US. After about a month I called in to see how it was doing. I was told it had shipped. One month later, no bag. I called again, I was told it had in fact not shipped and that it was going to be a few more weeks. One more month later, still no bag. I have called numerous times since then and they now claim that they have suspended all international shipping. It has been 7 MONTHS since I sent in the bag to get repaired... I am BEYOND MAD at this point. I asked, and even if I wanted a new bag to compensate me for the first bag, they still can't do it. Meaning they can't compensate me in any way! This is Ridiculous! Now I think they are just making excuses to not have to send me any kind of compensation of any kind. I am SO PISSED OFF. All I want is either my bag back, or a replacement of a similar size and apparently they cant do that.
I am now considering taking legal action.

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2:08 pm EDT
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Dooney & Bourke Customer service

I bought this item in Ivy in November knowing it was on backorder, but before I ordered it, I was told by Customer Support that it was backordered for three weeks and that the order would be fulfilled in December. December comes and goes ... no purse. In January I call after noticing that the purse is finally in stock online. I am notified that I should be receiving a notice for shipping in a few days ... never happens. I call again at the end of January ... same song and dance. I traveled for a month in February, only to return to discover yet again, no purse. In the interim while traveling I sent three emails to customer support and they never responded. March 09, I call customer service and they notify me that there was an issue charging the total of the purse to paypal (I never received an email that there was an issue), so I give them my credit card number. A week later, guess what? (and it's mid-March at this point) Still no charge and no notification of the charge and shipping. I am beyond frustrated and fed up with Dooney & Bourke. There are much better quality products out there with better customer service. Do not waste your time and your money.

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11:43 am EST
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Dooney & Bourke The worst customer service possible

I ordered 2 bags on 11/30/2014. 2 days later I noticed that the shipping zip code had been entered incorrectly. I called and talked to a representative and they assured me it would be fixed, I also sent an email so that I could have a record of contacting them . 3 days later still nothing, so I sent an email and called again. 8 days later still nothing when I checked my order status. So once again I called and told it would be fixed. 2 days later I get a your order has been shipped email...However they only sent one of the purses that I ordered. Where is my other bag? I have no idea and I can not get through to customer service. It is Christmas time people do not have time to not get what the ordered. With the quality of the products dooney and bourke offer o e would think they would be able to have a great customer service. Not the case. If you want a dooney&bourke product just go into a store and save yourself an headache.

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7:31 pm EDT
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Dooney & Bourke Lying customer service

Patent leather purse less than a year ago was defective as the color was missing and showed a black bas. I took it to expensive shoe repair in Scottsdale, Arizona and they said could not fix it. I sent it to Norwalk Conneticut after talking to customer service and it cost me 19.00. Received a letter giving me 120.00 credit on any purse over 248.00 plus shipping and handling. I called back and said I had bought it less than a year ago and looking for receipt. They called back and said I tried to fix it at shoe repair and this broke their guarantee. I guess they do not care as if you protest you get less and less from them They ought to be ashamed of themselves as they nickle and dime customers who have bought a lot of bags from them. They do not make quality products and their guarantee is worthless on top of it. In addition their customer service is nasty and quite atrocious.

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7:33 pm EDT
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Dooney & Bourke - Valued customer trade in program

ATTENTION DOONEY & BOURKE Customers! I want to share my recent "customer service" experience with all of you! I have a beautiful ocean blue patent D & B purse, that I ABSOLUTELY LOVE! I always call it my "HAPPY Purse" because the color reminds me of the ocean! I've had the purse for about 4 years, maybe even 5. I never carried it frequently; mostly just...

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Dooney & Bourke Stingy returns policy

I ordered a Mens Watch from the company with which I was quite happy for several months. I then misplaced my watch and ordered a replacement watch. About a week after my replacement watch had arrived, I found the original watch and returned the replacement watch to Dooney & Bourke. The Returns Department (the woman said her name was "Shanel") has refused to credit my account and made me wait for extended periods on the phone only to be told that the watch has been worn and nothing can be done.

I am left with two identical watches both in mint condition. I hope the company feels that permanently losing a customer is worth the $145 value of the watch. I don't plan to spend any more of my money with the company after this extremely irritating experience.

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quality my butt
, US
Mar 09, 2013 11:36 am EST

I purchased a bag from them quite a few yrs ago.
I used proper care and only used in summer due to the fact the bag is white.
The bag yellowed in my closet (properly stored) I mailed the bag to the repair center for $12.50, they insisted you ship in a box, they sent me a letter 3 weeks later offering me a $70.00 credit to use toward a future purchase, not to be used on sale items, and I would have to pay $8 shipping and sales tax! I am disgusted, I own 4 other bags from them and matching wristlets and wallets. I will never buy from Dooney and Bourke again! Sticking to other designer bags from now on. For the cost of the product they should stand behind it 100%

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5:09 am EST
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Dooney & Bourke Bad service - outlet store

I made a purchase on 10/21/2012 on D&B located in the OSJ, Puerto Rico. Since this date I called every day because I was pending for an item that I receive a promo by e-mail but the same day of the item was not available. On 11/27/12, I receive a phone call from the store that the item arrives the store and they want to know I am still interested in the item. I called back and request to place the item On Hold and the associate place the item on hold for me for the next day. The next day I called the store to ask if is feasible for them to hold the bag 'til Saturday due to I have problems to to to store . On this time, an associate called Mary do not answer in the correct manner, and start that she can't hold it, that it is not a practice of the company, that in Christmas time she can't hold it. I explain that I wait for more than a month to obtain the bag and she said that it is not her problem, that if I want a bag in promo that is the price that I need to pay and that the purse will be removed from hold. Finally she accept to keep the bag one more day. My concern is... I understand the Company Politics and Policies. I also understand that we are in Christmas time and they need to move the merchandise, but I don't understand why she needs to be arrogant, aggressive in the way that she addressed to me. I'm a client of D&B and I deserve respect. If they can't hold the item, I can understand but this is not the correct way for a client. Now, I will think twice if I want to buy another product from Dooney & Bourke again! "Marie's attitude" reflect lack of customer service & competency in contrast with the service of Leilany (by phone and when I picked up my bag) that was very cordial, gentle, an excellent example of good service that Marie can use as a role model. For Dooney & Bourke if Marie's attitude is the attitude that they expect in an associate... This is not how a company should conduct business. Regards.

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Dooney & Bourke So called "easy pay"

I wanted to warn people about so called "easy pay" option, d&b seems to be having once in a while. I ordered two pretty expensive bags from them, using the easy pay option. The easy pay option, as they announce it at their web-site, gives the customer a possibility to pay the order in three months. When you make an order, they promise to charge you one third, then another third the next month, and the last third the third month. Well, it's not truth. After they shipped the first bag to me, my credit card was charged the full amount of 395 dollars, instead of 133.67, they were supposed to charge me, judging by the conditions they announced nation-wide at their web-site. I called them three times (not even mention their extremely amusing telephone service, when you sit with silent phone in your hand, not knowing if you are just dreaming, or you are still on the phone with d&b). I spent quite a time, waiting for the possibility to talk to somebody, and then discussing with them how I don't understand what is going on, and how badly my bank treats me (usbank, not d&b :) they said to me that they actually didn't get 395 dollars, but got only 133, 66 (!). They made an authorisation for 395 dollars though (!) - to check if I had enouth of money to pay for the bag (!):) I was not even upset at that time, I was sure it was some misundertsanding (of course, dooney and bourke could not possibly do something like this, their bags looks so respectful :) after that great statement about checking my paying ability, I asked the supervisor named lisa - why would they authorise the full amount, if anyway I was supposed to pay only one third of it? I explained to her even how credit cards work: when I get my credit card statement, I would have to pay it, as my credit card is actually charged by dooney and bourke for 395 dollars. She even seem to see my point of view after a while. Though for quite a while she tried to persuade me, that what I see on my credit card account - is not what I see :) she said it was my bank who was not giving me my money back. So I even called my bank twice, because I was still under d&b charms, and I beleived lisa for a while. Finally I got really tired and upset: I don't like to feel as i'm been considered an idiot. The bag arrival added into it: the bag was beautiful after all, but for some reason it had visible white gaps in the red lining in the very bottom corners (for 395 dollars). I made pictures and tried three times to send e-mail to customer service, but - as my mail program imformed me - they all were deleted without being read. Communicating with d&b customer service got me extremely frustrated. I'm ready to see another charge on my credit card of 425 dollars for the second bag (instead of 141, 67), i'm going to file dispute to my bank (I filed the dispute for the first bag already, we'll see), and i'm returning everything I can return to them, including these last two bags. I probably could still buy their bags from somebody else, but even about this I don't feel so sure now: if they don't stand behind their public offers, they probably insecure in the other areas too. So I don't consider them to be a reputable company anymore, and don't want to have anything in common with this company anymore.

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9:31 pm EST
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Dooney & Bourke Horrible customer service

I made a purchase on 12/15/11 during the 12 days of Dooney. While checking my bank account I noticed my purchase had not gone through. I tried calling their customer service dept. several times to see what happened. Of course, they are on the East coast & I am on the West coast so getting a hold of them was difficult. After deciding to email them instead, I noticed they sent me an email saying that my purchase did not go through & they just went ahead & canceled my order. I immediately emailed customer service, I received no response. I then called them again, I was put on hold for at least 10 minutes. When I finally spoke to someone, he was of no help & he sounded like he was working from home. I asked to speak to a manager, I was put on hold again. When I spoke to the manager, I explained the card information on file was correct & there should have been no reason for the denial. I also said that someone should have contacted me if there was a problem but instead you just canceled my order & now you will not honor the sale price. I called my bank & found out they were running the card incorrectly. Now, I am out a Christmas present & will never buy another product from Dooney & Bourke again! My family has purchased many items from the company. Well, they will never get another dollar from me again. It was their lack of customer service & competency that screwed up this order & they will take no responsibility for it. This is not how a company should conduct business in 2011 & especially during this economy when a purse is a want & not a need.

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Dooney & Bourke False return policy, bad customer service

Please be aware when you purchace from dooney & bourke! I purchased a beautiful dooney and bourke black leather purse in july (or so I thought) and because it was on sale at regular store (not an outlet) the sales clerk stamped it final sale. I asked her what does that mean, she said that I couldn't return it to the store but that I could always contact customer service if for any reason I was unhappy with the product. I went home and the following day took it out of the protective bag and something caught my eye, a 2 inch slit/cut on the bottom left hand side was staring right back at me. I was so upset, called the store and they told me I needed to send it in for repairs. To make a long story short the purse was not repairable. Dooney sent me a card in the mail that I can apply the cost of my purse to a brand new purse that had to be over an amount (which was double what I had paid for). What? That is not what I wanted, that is not what I paid and after several intense conversations with them the only option I was left with was to get my purse back with the cut in it. No store credit, no credit back on my card... Nothing. I cannot begin to tell you how dissapointed I am. The customer service supervisor even said that the reason they stamped it final sale was because they knew that there was something wrong with it and that I shouldn't of purchase it had I known that, really, come on... Do you think I would purchase it if I knew there was a big cut in it! Not only was I sold a purse under false pretenses but now I have to purchase a purse that is twice as much then what I originally paid for! Their customer service is awful and if you pull up dooney on bbb you will see that they are not even associated with them and that their grade pt. Average is a big fat f... While coach not only is affiliated with them but their grade pt. Average is a. Their return policy clearly states "guarantee returns, repairs or replacements"..."we will gladly exchange or refund your order, provided the merchandise is unused and you respond within thirty days after receiving your order." which is what I did... I understand that the first mistake I made was not analyze the purse but when you buy from a prestigious place such as this, you dont think about researching the company or analyzing the items. Looks like I paid the price... Literaly!

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Deneca Durden
, US
Nov 29, 2018 7:23 pm EST

The freaking worst place i have ever in my entire life ordered from. I can not even begin to Express my dissatisfaction and upsetness about the freakin company. All I'm going to say is NEVER EVER EVER EVER order from this freakin place. Oh please absolutely love what you order because if you dont, I'm pretty sure you're going to be writing the next bad review because their policy about returns and exchanges absolutely suck. Let me not leave out those horrible horrible horrible super Not Customer Service Qualified people that work their. :( Never will I ever order from this terrible horrible confused place ever again.

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Db.
, US
Sep 13, 2018 8:22 pm EDT
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I purchased a dooney online. When the purse came the box was damaged and so was the purse. I contacted Fed-ex and they told me I would have to contact the shipper as they would need to file the claim. When I contacted for an exchange (no refund). Dooney they told me they would have to launch an investigation and Fed-ex would have to take the item and how did I want to handle did I want a refund.. WAIT. So you need to investigate whether I get a new purse? Excuse me? I would like to talk to a supervisor but, no one is available. Ok, you want to play ugly lets handle it my way. I paid for an item in a certain condition. I did not receive my item in the condition it was supposed to be. So here is what I will do. I have contacted my bank and disputed the charge, based on the their failure to resolve an issue of a damaged item. Now when you decide to correct this in the right way, I will either re-issue a payment or decide - I don't want your merchandise!

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dpastor
New Haven, US
Nov 30, 2012 9:26 am EST

I ordered a Mens Watch from the company with which I was quite happy for several months. I then misplaced my watch and ordered a replacement watch. About a week after my replacement watch had arrived, I found the original watch and returned the replacement watch to Dooney & Bourke.The Returns Department (the woman said her name was "Shanel") refused to credit my account and made me wait for extended periods on the phone only to be told that the watch has been worn and nothing can be done.

I am left with two identical watches both in mint condition.I hope the company feels that permanently losing a customer is worth the $145 value of the watch. I don't plan to spend any more of my money with the company after this extremely irritating experience.

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9:53 am EST
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Dooney & Bourke Crappy customer service

At 0903 on Dec 22 I called customer service and spoke with Patrick who was rude and sarcastic when speaking to me. He placed me on hold numerous times in a call that lasted est. 30 minutes. After asking him about my order he placed me on hold, when he came back he told me he had to talk to his rep and told me that my order was cancelled. I asked for his name as I was sending a follow up email. Patrick put me on hold again and after a few minutes came back and told me that I was sent an email on the 17th~
I never received that email or I would not have sent this original email and called to follow up. I told him it could have gone in my spam email, but was highly unlikely as I have had several orders since with your company, and that I had looked on my online account last night and it still said it was awaiting shipping. There was nothing on my online account to notify me of any issue. I would be foolish to call your company to ask for status if I had received said email. After arguing with me for several minutes he put me on hold again and after a few minutes came back and asked me to verify my email address. I verified my email address was correct but I never received this email. He stated he couldn't do anything for me. I then asked for a manager.
I was placed on hold for several more minutes he picked up the phone and asked me what my phone number was, I asked him why and this is when he informed me that he needed it for the form he had to fill out. I was forwarded to Chanel a supervisor. I was told by her that my order was canceled this morning. I told her I sent an email last night and I checked my email this morning and did not receive an email. She said I wouldnt have known that my order was cancelled because the email was sent out this morning. I said Patrick told me this "email" was sent out on the 17th and this is ridiculous. She argued with me for several minutes and told me there was nothing she could do~ I informed her I would be RETURNING
est. $450.00 worth of merchandise because of Dooney's poor customer service, she told me that she is sorry I felt that way. Online status on my account was that it was all sent or pending. She still insisted that there was nothing she could do. I again informed her I would be returning everything I bought because of Dooney's poor customer service.
I am letting you know I will not only do that, I will tell all my coworkers whom I told about this website and who have ordered from your company about the poor customer service. I will tell my family members who also have ordered from this website. I will also go to facebook and let my over 5000 friends know what was done and to pass it on to their friends. I will go to slickdeals.net and fatwallet.com and blog to their readers about what was done, and not to order from Dooney and Bourke because they have piss poor customer sevice they may have better luck with Coach. I will also be sure to list poor customer service as my reason for return and to include the names of your team members ~Patrick and Chanel. You not only lost me as a customer when your company delivers piss poor customer service, you have potentially lost so very many more.

It isn't the fact I lost the opportunity to purchase a $20.00 wristlet, it is the fact that customer service did not notify me prior to cancelling my order TODAY. It is the fact that Patrick has poor customer service skills and Chanel is no better when dealing with me as a customer. Patrick said I should have received an email on the 17th and the Chanel said I should have received an email today that my order was cancelled~ which one is it? The only thing the both of them seemed to agree upon was there was nothing they could do about it nor did they make any effort to try to do anything about it. If it was canceled today~ is it because of the original email that I sent last night? I feel I was treated with little respect and that my business is not appreciated nor wanted. Bottom line~ it is the principal of the matter. For such an "upscale" company, you would think your customers who spend hundreds of dollars at at time would receive better customer
service.

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dpastor
New Haven, US
Nov 30, 2012 9:27 am EST

I ordered a Mens Watch from the company with which I was quite happy for several months. I then misplaced my watch and ordered a replacement watch. About a week after my replacement watch had arrived, I found the original watch and returned the replacement watch to Dooney & Bourke. The Returns Department (the womans said her name was "Shanel") refused to credit my account and made me wait for extended periods on the phone only to be told that the watch has been worn and nothing can be done.

I am left with two identical watches both in mint condition. I hope the company feels that permanently losing a customer is worth the $145 value of the watch. I don't plan to spend any more of my money with the company after this extremely irritating experience.

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tao2
, US
Mar 16, 2012 7:55 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have the same problem. Purchased a hobo handbag (over $350) just over a year ago. Strap broke as hardware defective. Can't even get them to respond to my numerous emails to their customer service department. Had always bought Coach bags, this was my first (and last Dooney). Will never buy another.

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dooneystinks
, US
Jul 26, 2011 5:27 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I won't ever buy Dooney again. I have a huge purse collection. I use each bag for about 1 week a year. I now have 2 coated cotton Dooney bags that have bubbles all over them and Dooney refuses to stand behind them. Those that think Dooney stands behind their bags, obviously haven't ever had a problem. The first bag was about 3 years old when I contacted Dooney cs. They had me mail it in, at my own expense. Of course they "couldn't fix" the bag and offered me a credit that was half the bags value. Which I could have accepted. Had then not required I spend that same amount as well. I had just bought a $300 bag. I didn't want to spend anything right now. So I had the now piece of trash, sent back to me. Now this summer, I pull out my Miami bag to not only find it full of bubbles, but also discolored. It was once black, it is now gray. My mother noticed immediately. So I am not just being nitpicky. I emailed Dooney and got the same generic response. I called Dooney and demanded a supervisor. basically the deal is if your bag was purchased more than 1 year ago, doesn't matter if you only used it one day, they do not stand behind it. They did not care they were losing a customer, they did not care they are selling defective bags. Therefore I say to you all don't buy Dooney, unless you plan to beat the heck out of it in the first year, and then you will feel you got your moneys worth. So disappointing!

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won't be a next time
Palo Alto, US
Dec 10, 2010 9:29 pm EST

YES, their customer service is the wost! THEY CHARGED ME SIX TIMES OVER FOR THE SAME ITEM and two for something they pulled out of their B-t.. Didn"t care they almost bounced my bank account.SO RUDE! THEy acted as though some how it was my fault! YES CHANEL, CHANEL. CHANEL the superviser is the queen B! I'M so mad I could spit nails!

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