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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 special occasions. I would get lots of comments regarding how beautiful it was due to the color. About 2 or so years ago, I noticed the strap and the logo area started turning a beige color. I searched the D & B website and tried their recommended methods for cleaning. However, it did not make any difference in the discoloration of the purse. I sent an e-mail, along with pictures to D & B regarding the situation with the purse asking for advice as to how to clean it. I received a fairly quick response stating I could return the purse to them (at my expense) and they would let me know my options. About 2 weeks ago I sent the purse to D & B. Within a week I received a written reply. The letter began "WE are in receipt of the item you have returned and would like to offer you our Valued Customer trade in program. *STAINS AND SCUFF MARKS CANNOT BE REMOVED*" Of course at this point I am ecstatic over their offer! THEN I CONTINUE TO READ "We are offering you a credit of $147.50 to apply towards the full retail price of one replacement item valued at $295.00 or greater. (Sounds great doesn't it?) There will be a $7.50 shipping charge + any applicable sales tax incurred at the time you place your order. "Still sounding PRE-TTY Good, right? THEN I READ "(Credit cannot be applied to sale prices or Limited Edition items)" So now I am thinking, "This can't be right. They want me to spend $148.50 + the " $7.50 shipping charge + any applicable sales tax incurred at the time you place your order" to replace my purse!?!" Oh, I did I mention the letter states, "Once you have given payment for a replacement your original item will be destroyed."! So thinking that perhaps I may have misinterpreted the letter, I call the number given for the Customer Service Department. The lady who answered my call was very polite as she validated my understanding of the letter. If the purse had been < 1 year old, D & B would have replaced the purse with an even trade. Needless to say, I told her I could purchase a Coach purse valued at $200 - $300 (even another D & B for that matter) on sale or at the outlets for $148.50 or LESS (oh, & don't forget the $7.50 shipping charge!)! So I told her to return my purse, and I would happily report their "CUSTOMER RIP-OFF PROGRAM" on facebook or any other social media (and to anyone I know, especially if they are considering a D & B purchase!) ! Needless to say, I will not be purchasing any more D & B products.
Better than YIU get at
Yard sale .
It’s sounds like you’re just finding fault .
These the best
YIU get nothing for YIUR couch purses.
I wish I would have found out about this information before now! I have 4 Dooney purses/wallet that have been used maybe once or twice. I paid from $195 - $495. I guess I have no alternative but to toss them on the table at my yard sale and just get whatever I can. I will never again refer D & B to anyone!
so i just read this reviews and i guess we all have to learn the hard way, my $400.00 dollars bad somehow mold on the handles and i know that it wasn't because of humidity or store issues, i have several name brand bags in the same place in their dust bags and this is the only one that i had issues with and let me tell you its not even a year old! so i shipped it to their inspection department and they send me a letter so similar to the ones that you guys received, mine stated that no stains and scuff marks cannot be removed, also that they would replace the handles at my own expense and or trade in for a credit of $199.00 BUT i had to buy a bag that was regular priced at $398.00 or greater and i had to pay $7.50 shipping charge and any sales tax and also it excluded sale price or limited edition items. I"m stuck at what to do at this point, i love having a good quality bag but it seems that they suck at standing behind their warranty. I also had a Coach bag that i purchase and the stitching came undone in a month. I'm so sad at this point and lost at what brand should i trust for quality and good warranty.
I TOTALLY wish I would have read your review before I purchased my D&B purse. I have the SAME, EXACT letter, only my purse was less than a year old and the dollar amounts are a little different based on the MSRP of my purse. Mine was cracking and peeling -- and white underneath. NOT STAINED OR SCUFFED! Quality leather that they stand behind? NO! It's crap and they won't do anything. "BUILT FOR A LIFETIME OF USE"? BS! I will never give them another penny. I will, however, have them return my purse and tell (and show) absolutely everyone I know about the overpriced crap they sell and their crappy repair/replacement guarantee which is BUNK!
I'm sorry you also had such a bad experience with D&B. I will never purchase another item from them. Since my D&B boycott, I have purchased Brahmin, Kate Spade, and Coach purses. I am completely satisfied with the design and quality of all of them! I donated my problematic D&B to Goodwill! Maybe their D&B should stand for Damage & Bunk! I hope you find a replacement brand(s) that you enjoy!