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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Awful, awful, awful
Sacque style DB purse in green. I have only used this bag for six months and it is wearing out in all four corners. I thought I was receiving a high quality item. This item was very expensive and I really thought it would wear well. I am very disappointed and would like the purse to be replaced or repaired.
The complaint has been investigated and resolved to the customer’s satisfaction.
I received a Dooney & Bourke purse for my anniversary less than 3 months ago.I used it maybe 10 times in that time frame.All four corners have a dark crease mark on it and since the purse is white, it is very noticeable.The rest of the purse is perfectly white which leads me to believe this is a manufacturers defect and not just simply dirt from being used.I shipped my purse back to Dooney & Bourke hoping that this defect would be covered under there 1 year warranty.A few days later I received a letter offering me $75.00 towards a new purchase of any purse worth 150.00 or more.That is an insult! My husband payed alot of money for that purse and all it's accessories, why would we want to invest another penny into a product that is made so poorly?I called the company and got a "rep" that sounded like I was interrupting his nap time.He was very unprofessional and spoke to me like he was talking to one of his friends.I asked to have a supervisor look at the purse.The results were the same.That defective purse is on it's way back to me.I will keep it and display it in my store for everyone to see that spending alot of money on name brand items doesn't mean you will get a high quality product.As for the wallet & coin purse, I think I will donate them to my local thrift shop.I will NEVER buy from Dooney & Bourke .
Dooney & Burke...I agree with you MihW45... I have had one for about the same amount of time (6mths) and it's also tear at the seems, and it has 2 zippers on the outside as a design, but it's zipped from the inside to the outside, and has now un-zipped and I can't get it back zipped...i too thought this was a high quality purse...i will never purchase another one, this was my first and last purchase from Dooney & Burke.
It bag defects
It has been noted on several websites that Dooney and Burke's coveted IT Bag uses defective material. The material used to make the bags turns yellow regardless of sunlight, heat exposure etc. I have had by bag for 18 months. I spent over $200.00 on that bag. When I went back to the Dooney and Bourke store they simply told me "it's the material." They told me I could send the bag back to the manufacturer but I would have to pay for shipping in addition to fees that I would have to pay to "fix" the bag. This is obviously a defect in their material - they even admit it but will not replace my bag or give me any credit for another bag. One blogger mentioned a class action lawsuit. I am in support of that. I will NEVER purchase a bag from them again.
The complaint has been investigated and resolved to the customer’s satisfaction.
It exactly happens to me! I bought the purse from Macy's and it turned to ugly Yellow. The customer service told me it happened because you use your purse under the sun! this is redicouls!
VP called me a complete idiot and hung up
I have loved Dooney and Bourke for about ten years now. Normally I buy two (2) purses a year and if I'm luck get one for a present. I've been seriously considering setting up a small business selling Dooney and Bourke's disposal items. These would be items that can not qualify for "top line", many times they are called "seconds"
I called customer service asking if I could buy any asset disposal items, seconds, etc in a bulk amount. I was told to call [protected]. I called there and spoke to the representative that answered. She told me they have no asset disposal department but that "PHIL" could help me.
I left a message on 09/22, 09/26, 10/20, 11/24 and 11/25. When I called the first two (2) times I left detailed messages. After that I just asked my call be returned.
I was delighted today (11/25) when I received a call from Dooney and Bourke. The man identified himself as Philip Kinsley. When I heard this name I was shocked because I knew this was the Vice President of the company!
I explained I loved their product and was a huge fan. His response was, "Yes, what did you want when you called?"
I explained what I wanted to do. Mr. Kinsley said, "I have no intention of selling you anything. You are a complete idiot and a waste of time. Next time you leave someone a message say why you are calling. If you had, I wouldn't have bothered to call you back and waste my time." He then hung up on me.
I must admit that I was taken by surprise. Dooney and Bourke is over a 6.5 million dollar business because of people like me that love their product. I pay this man's salary! I enable his company to employ over a hundred people.
I gave this much thought. It saddens me but I will never buy or recommend another Dooney and Bourke product.in today's market there are to many other companies out there that want and appreciate my business. Dooney and Bourke have many competitors that would be happy to have my money.
I hope anyone considering to purchase a Dooney and Bourke product reconsider and invest their money in a more customer appreciated competitor.
Thanks!
Recommended:
No
I ordered the florentine satchel, natural.
when i received it, it was in a box, period. not wrapped, no paper, nothing.
This purse had already started to "age" in color.
IT WAS A USED PURSE!
the box had a return label for someone else from 3 months earlier. I had to call for a new return label.
I called customer service, wrote an email, and sent a letter about being sent a new purse. No response.
They also charged me for a return fee, they would not refund.
I had to get the refund through my credit card company.
I will never order from D & B again!
am trying to get a status update on Invoice #704626. If any more info is needed from me, I will be glad to help. I have sent numerous e mails to statusdooney.com with no replies. Thank You
Stanley Steele (Stacy Haddox)
Ive been buying D&B products for over 15 years! After trying for two weeks to get through to the company I am just left on hold for over 45 minutes. I thought I would try emailing them and no response. I phoned D&B corporate and they said they couldn't help me they have nothing to do with customer service. SAY WHAT! I called D&B back again and after 45 minutes again I asked for a manager as the corporate told me to do. He said oh the manager is in a meeting and has been there for a hour. He said she would call me back the same day, she never did. So as I sit here on hold again at work for 20 minutes now I am furious. I'm not sure if they are going out of business or what is happening. There is no excuse for any of this. I won't be buying any of their products again. What a shame!
As much as I agree that the man was rude, let's be real here. 2 bags a year doesn't pay anyone's salary or enable their employees to feed their families. Your request does sound a bit silly--after all why would they want you to make a profit off their product, that you had nothing to do with producing? So you will never buy a D&B bag again because this man was rude to you? I work in retail and hear at least one person a day say they will never shop in my store again because they are unhappy...and then I see the next week shopping in my store. Once you get over being butt hurt, you'll be buying the bags again. I'm sure Phil will be heartbroken to learn he will miss out on selling 2 bags a year.
My husband stood in line for hours back in Nov 2014 to get me the Disney Haunted Mansion bag. The ones they released that day had a red interior, and were very limited. They have since released the same bag with the purple interior, but mass produced them. A couple of months ago the strap on my Dooney popped off. I followed the directions on their site and sent it to them for repair.
They never sent me a letter, email or even a phone call to let me know what was going on with my bag. I was very hesitant to send it to them as it was. A couple of weeks later I received a package from them with a brand new bag, with the purple interior not red. I normally would have appreciated the gesture, but would really have liked the option to have my original bag back. It's worth 3x the price I paid for it right now, because of the interior and it also has sentimental worth, it was a gift that was not easy to attain.
Unfortunately, after emailing and calling and holding for hours..they let me know that the original bag had defective leather, could not be fixed and they DESTROYED it!
They claim they sent a letter, but it was never received. If they did, wouldn't they have waited for my response? Their customer service is the worst, they did not care at all, I was practically crying on the phone. They just told me it was their policy to destroy bags if they are defective and not able to be repaired.
BTW, the leather was not defective. The grommet that attached the strap to the bag popped off. There is no way they couldn't repair that. If I had known this would happen, I would have just taken it to a local repair shop.
On 12-04 I ordered a handbag as a Christmas gift from my husband. It arrived in great shape. I decided to order a 2nd handbag of the same design but a different color on 12-19-15. After carrying the 1st handbag for a couple of weeks it became just too heavy for me as I am older and have weak wrists. As soon as the 2nd bag arrived, I promptly returned it explaining the weight problem and it was never opened so I still have not received word of credit on my bank statement or written word of credit from Dooney and Bourke. Would you please check on the status of this return. I tried your customer service number but after being on hold for 15 min. I gave up on them. I have 9 handbags from your company and I love them in every way. Thanking you for you help with this matter Sincerely, Marie Dawson [protected]
121 La Rue Street
Huntsville, Al. 35811
After dealing with Dooney and Bourke I will never spend any money with them again. Their customer service is the worst I have ever dealt with for a "reputable" company. A wallet ordered in September shows up in December. No return emails or phone calls from the "service department". If you can get ahold of anybody on the phone they don't know anything, can't tell you when something is going to ship, dont know their own inventory and blame it on a system transition. I had to return the wallet after it showed up out of the blue and I was charged because I found it elsewhere. My efforts to contact them to cancel the order were useless. They received my return unused 2 weeks ago and I have not had any communication attempt from them. Will I get my return? When will I get it? Both valid questions that can't be answered if you can't get ahold of anybody.
Bought two bags on Dec 9th, after 7 days with no updates, I sent email to their customer service dept. Nothing. Today's the 18th. Order status is still NOT SHIPPED, and their customer service line is just a recording about how they want to give me a quality experience, so call back later...click. I've not purchased from them before, but I can pretty much guarantee I won't again. So instead of having two very important people on my Christmas list taken care of, I'm in limbo, and according to some of the other reviews, the bags may not even be very good quality. Such a disappointment.
My issue with Dooney & Bourke is one of poor customer service follow-through. I purchased a bag online on 13 Oct...did not receive a confirmation email. I wrote to D&B Customer Service the following day and they did reply that same day with an Order Number and the information that I would receive an email when my bag had shipped. This bag was in stock according to the website. Nine days later, hearing nothing I wrote again requesting a shipping date...my credit card had been charged at this point and they specific they do not charge until the product ships. No response. I wrote again the following day and again nothing. Today the bag arrived. I've been a Dooney & Bourke customer for the past 35+ years and this was the first time I purchased through their website. And it will be the last.
I got a Florentine leather satchel as a gift. It was sitting unused for a year. I finally decided to use it. I used it for six months of and on. One day getting home from work I noticed one of the rivets was missing. I can no longer use my D&B handbag that I loved so much.
I emailed their customer service and didn't near from them.
So here I am stuck with something that is useless.
Bad service
I was once a loyal customer of yours. I would like to let you all no how unprofessional Dooney and Bourke really is. I ordered three of your bags on the 10th of this month and was told I would receive my order in about three days. Then I called to confirm on the 15th and I was told that my order was here and waiting to be shipped and that I should be receiving my order on the 18th. On the 18th I waited for my order which never came, so I called again and suddenly my order was backed ordered when I was blatantly told that my order was ready. I spoke to a supervisor who was nonchalant of the situation and told me that I wouldn't be receiving anything. Your company could of at least contacted me and let me no of this ordeal, not even a email was sent to me. I will never order from your company ever again, and I will tell whomever I associate with not to wear your brand either. I have spent lots of money with your company which I really regret.
The complaint has been investigated and resolved to the customer’s satisfaction.
Only 25 days after return window, with a legitimate complaint, they would not accept my return of unused bag and now have blocked me from all conversation to possibly rectify design so it would fit my needs.
Eerily similar situation for me 14 years later in 2022. I just called to check on the status of my order again after previously being told my order was "awaiting shipment" only to hear that my order has been canceled. Deeply disappointed by this experience.
Dooney & Bourke customer service is awful! They do not respond to emails or return phone calls. I received a backpack as a birthday gift. Unfortunately, the flap was sewn on crooked; thus, when the back was cinched with the drawstring, there was an enormous gap on one side. After seven emails (one response) & numerous phone calls (no response), I returned the bag for inspection. They sent a letter saying no defect was found and offered a credit if I wanted to purchase a $396 bag. I wanted the bag I received as a gift to be repaired, not another bag! If they had looked at the bag, the defect would have been glaring. They do not care about their customers. I will NEVER purchase another Dooney product.
Save yourself the trouble and do not buy any products online from this company. I can attest to the incompetence and lies that have been told to me since 1/6. 6 phone calls and 6 different answers to the same question...just checking on my order. I'm so done!
I had the same situation like the others. I placed an order for a pre-order item. Suddenly, I got an email my order was canceled and they gave me a 20% discount they called "OOPS' discount good towards my next purchase. I re-ordered and the color I liked is not available so I ordered a different color. My bag came and it was good but did not realized I ordered the Small City Barlow instead of just City Barlow which is their medium bag I guess. I initiated my return for the bag but in order to exchange I have to call the customer service. To my dismay, I asked if I can use the he 20% for the exchange bag and I was told by the rep no. I was upset so I asked for a supervisor, was put on hold for a while and the manager came in the line and to much more dismay she told me the same as the rep had told me. I was upset and told the manager she is no help at all and why bothered explaining to me since she can't honor what I was asking for. I hang up. What a bad customer service in my mind.
I, along with my sister and our niece bought the exact same D & B pocket books about a year ago. All three are now displaying "black splotches" on the lower portions of the leather. These are barely used, so we're assuming there's some sort of problem with the leather. We have not stained them or abused them in any way.
I have a Dooney Burke Beige Florentine checkbook wallet that I bought from Dillard's was trying to sell it on ebay. Not using but once, decided I no longer wanted it. Someone on ebay reported it to be counterfit. Wondering if maybe Dillards' could be selling counterfit items for Dooney Burke. With tags saying Dooney Burke and their phone #. After hearing all these comments... makes you wonder!
I made an order few weeks ago and tried to contact them via email and all social media! And Boone answered to me. I wanted to get a nice gift for my husband. And I feel like he will not get his gift. What is wrong with them? I'm first time customer and already disappointed! Never will buy anything from them and will write horrible review on my social media with over 30K followers!
I ordered another Charleston tote as I use them for work. I had been very pleased with them in the past and thought I would be again. Well, one year after purchasing it, I took it out of the dust bag to use and couldn't believe how cheaply it was made. The bag is paper thin, no bottom pegs, and I'm afraid to put anything in it for fear it will break. All good things must come to an end...no more bags from Dooney!
I ordered several purses from Dooney and Bourke and 3 weeks later I still didn't have my order. So I called them and they said my order had been cancelled, which it had not, and I would have to reorder everything. They never called me to tell me there was a problem to begin with. I was on the phone for 2 hours trying to get it straightened out. At the end of the conversation the lady informed me she had found my original order! They said they would ship it express. Three weeks later, I still didn't have my order. I called Dooney back again and they said part of my order had been cancelled and some of it was out of stock. It was out of stock because by the time they reordered all of it, they had sold out the purses that I had originally ordered. So after another two hours my order was placed again! Two or three weeks later I received my order which was still not the correct order. So I had to do an "easy" return which was a nightmare. I finally just paid to ship back an incorrect, late order. I assume they will not give me credit for the postage. This has been the most frustrating purchase I have ever experienced!
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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.
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.
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!
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!