ComplaintsforDooney & Bourke, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Last month I made several purchases online with your company, I find the customer service experience to be very poor and not customer service friendly. I called and spoke to Brittney and supervisor Nick A**** in regards to 2 inquires. One was that I had made 2 purchases in less than 24 hours and wanted to know if the shipping cost can be waived as a courtesy and was advised there was nothing they can do. In one of purchases the purse when down in cost and I called while my package was in transit for a price adjustment was also declined. Very discouraging on how the customer service is at this company, what is the point of having a customer service department if every time a customer calls there is no resolution and staff reference policies of the company that are not available to the customer. Any policies that affect customers should be available to customers for transparency.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I received an email with a promotional code for 10% off a handbag. When I went to use the code, it stated the code was not eligible for that item. The email has a picture of the handbag with the promotional link right underneath it. This is misleading and false advertisement

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a purse on line from Dooney & Bourke (D&B; **********************) in Dec, 2023, but didn’t unwrap it until Feb., 2024. When unwrapped, I noticed the zipper was not placed as shown on website. I contacted D&B customer service for exchange or refund. Neither was an option as it was past 30 day return/exchange window. They offered to “repair” the purse after I sent pictures verifying misplaced zipper. The “repaired” purse arrived about a month later, but repair is unacceptable. The zipper was moved, but still not as shown on website (will not accommodate my wallet). I was told they “couldn’t move it any further”. There is visible hole & messy stitching @ the end of “repair” & inside lining now creased & bent. I have contacted D&B repair & customer service depts. multiple times to try to resolve this issue w/ no luck. A customer service representative, Stephanie, suggested I send a message addressed to “the office of the president” through their website restating my case. I did so over two weeks ago, but have not received any reply. I pointed out their “iron clad guarantee” w/in the first year of ownership, but have yet to receive ANY sort of offer or progress to resolve the issue. I fully acknowledge I was past the “30 day” exchange/return window when I started communications with D&B, but THEY offered “repair” to move the zipper… which, again, was returned without adjusting to what is shown on their website, as well as unacceptable workmanship; plus damaging the “lay” of the inside lining. The purse is still unused. I am contacting Better Business Bureau in hopes you can help. I can provide additional pics &/or communications I have had with D&B thus far if needed. Thank you for any suggestions & help you can give me. I appreciate your time & knowledge in such matters. Please feel free to reach out to me if you want more information. ******* * ******* *** * ******* *** ******** ** ***** ********************* ###-###-####

  Business response

  06/18/2024

  Item was returned to customer on tracking number ****************** and delivered on June 16th

  Customer response

  06/22/2024

  Dear Sir/Madam,

  I don’t understand the “message from business” response .  The item in question (purse) was returned to me (w/ unacceptable “repair” quality) almost two months ago.  I have NOT received anything from Dooney & Bourke on since then (April, 2024).  The message said  “item was delivered on June 16” & includes a tracking number.  I checked the tracking number on the *** website & it says a package weighing 3.70 LBS was delivered on June 16.  (note:  I ALSO checked the ***** & **** websites, but there was nothing w/ that tracking number there)  HOWEVER:  Under the *** “proof of delivery”, it says the package was delivered to "*****" (screen shot attached) - which I’m assuming is ***** ****** - certainly not ******** **.  I see nothing in the “message from business” connected to my complaint.  

  ALSO:  My complaint does not request an “item being returned”.   I am asking for a refund of original purchase price due to damage/poor “repair” quality & business (Dooney & Bourke) not responding to my repeated requests for help/communication.  Please advise me on how to proceed.  Thank you for your help!  
  
  
  
  
  

  Customer response

  06/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I don't understand your "message from business" response to my complaint through BBB.  The message says "item was delivered on June 16" & includes a tracking number (1Z097840YW94098964).  Upon checking that number on the *** website, the "proof of delivery" says a package weighing 3.70 LBS was delivered on June 16 to *****", which I'm assuming is ***** ******?  I live in ******** **.  (note:  I also checked ***** & **** websites to make sure I was entering the tracking number on the correct carrier website). - HOWEVER:  Regardless of a package being delivered, or where it was delivered to, that has nothing to do w/ my complaint.  I am requesting a refund of original purchase price due to unacceptable "repair" quality & damage done as a result of that, as well as Dooney & Bourke's failure to honor its "ironclad guarantee" as advertised.  The "message from business" response does not seem connected to my complaint.  Am I misunderstanding something?  Please refer to my original BBB complaint & let me know if you require any additional information to resolve this issue.  Thank you for your time & assistance.
  Sincerely,
  
  ******* *******

  Business response

  06/25/2024

  I apologize for the confusion with the tracking info.   We can not refund the item.  We can send the customer a return lable and inspect the repaired item.

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I recently spoke w/ Stephanie in the D&B repair dept., 6/24/24.  She told me her supervisor approved a total refund for my purse.  This communication is different than that most recently sent to me through this BBB case.  I ask that you refer to the notes under my D&B case (#*****) for clarification and additional information.  I have returned the purse via the pre-paid label provided to me from D&B & am now waiting for refund to post to my **** account.  Upon receiving the refund, I will THEN consider the matter closed.  Thank you for your continued attention to this matter.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  It is showing it has been delivered to ********, I am in ******, so why was this the case? Deliver the purse to me or refund me

  Business response

  06/11/2024

  The package has been delivered to the facility where all necessary paperwork will be completed and shipped to the customer. 

  Customer response

  06/11/2024

  I have received the item

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Purchased a pre order bag. The pre order was available far too in advance of release. Payment provided at the time of purchase in the form of a gift card received for my birthday. After receiving the bag Dooney contacted me asking for payment. Claiming my payment was “declined”- a gift card. A scam!

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  4/9/24 I ordered a Canvas Crossbody 24 Brown purse ********** from the Dooney & Bourke website. I paid 124.50 for a NEW item. 2 days later 4/11/24, I ordered the exact same bag in Forest Green. My issue is with the Brown bag. It was not new. The items were not packaged similarly. The item can be seen as used. I contacted customer service and was told replacements are not granted. I needed to return the bag and if it was determined that my claim was valid they would refund my shipping cost. So., essentially the remedy is to reorder the bag, but hope that they refund my shipping cost. I explained that the bag was not properly packaged, and that the accompanying documentation is discrepant. This isn’t subjective. The next contact from customer service indicated that I should return the item, marking the reason that the item was defective. This is not sufficient. I am very disappointed with the business practices of this company. I clearly told them that none of the serial numbers match. The tag hanging on the bag has a serial number: ********* The small white tag in the pocket of the bag has serial number: ********* There is a partially recreated sales tag, missing the lot number, and ship date: Serial number ********* This purse has no product registration card. *************************************************** Looking at the 3 serial numbers I send, can they deny sendin used purses to customers, while charging full price? Not ok. I have been a customer for years and know the standard of their purses. Typically there is paper indicating who inspected and packed the item. It was not wrapped in plastic. It had no paper stuffed inside. The straps were undone and already adjusted. It had short hairs and lint on it. It did not smell new. As I wrote this it became clearer, there is something wrong. The passing off used items as new feels like fraud, & without the registration card, I’m just paying $124.50 for a canvas bag?It seems the serial number is meaningless. Customer svce is unconcerned. I want a replacement and a return shipping label. Thank you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I was trying to find the perfect gift for graduation to *** ****. I went directly on their site made purchases used ****** to assist with payment and ensured I filled out my address in entirety. Verifying my order on March 26,2024 date of purchase the same night I noticed the site removed my apartment number I then fixed the error. Waiting a few days there’s been no update to order status from processing. After more then a week I contact customer service through chat on the website. They only verified the other at first. Second time contacting few days later they responded saying my order is being returned to sender. Without an explanation. Then received an email saying returned because missing apartment number in which where I’m at are condos and we receive mail all the time without apartment numbers because our name is registered here. Long story short I get an email with tracking numbers without receivers information that never doesn’t go to my address one package was in ********* ** another in ****** **. They were marked return to sender and have been received by the company on 4,11,2024. They advised ****** that I’m only to receive 79.00 in return when I paid 166 through ****** and total of 259. So I never seen or received the package wasn’t offered to have the package resent and I asked. I wasn’t even offered full refund or update the the site. This has made me dislike their customer services.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new bag (Florentine Zip Pod Backpack), directly from the Dooney & Bourke website on January 22, 2024 for $257.60. The bag description says "Florentine leather has not been specifically treated for water repellency. Thus, the leather will temporarily darken when wet, and return to the original tone once completely dry. The waxed surface may assist in staving off some dirt. With continued use, a lovely shine or patina will develop, only enhancing the beauty of this leather. It is also characteristic for lighter colors to darken with use over time, and with exposure to light. Minor abrasions may be removed or lessened with the use of a very soft cloth and a gentle buffing action. This collection requires no creams, polishes or leather conditioning products to maintain its beauty." With that information, I didn't think getting a few snowflakes on the bag would 'stain' the bag. However, that's what happened and the leather DID NOT go back to the original color when dried, as the description states. I thought maybe it hadn't been the snow, it may have been something else, so I didn't complain. However, last week, I did notice that a few raindrops did get on the leather, and after some inquiries, I expected the droplet marks to disappear once the bag was completely dry (please note, it's a few drop marks, not from a downpour), but it again did not do so. I inquired as to the issue, since the bag is only 60 days old, and the response (on 3/28/24) was: "Our Florentine leather is untreated and will absorb any liquid that it comes in contact with it. Water stains cannot be removed by will lighten in color over time as it dries." This is contradictory to the statement on line and, if this were an issue, I would have treated the leather myself with a repellent. I had asked for a replacement of the bag and the company will not do so.

  Business response

  04/02/2024

    This is not a defect in the leather.  Our Florentine leather is known for the patina that develops over time.  The spots you are seeing on your bag will eventually deepen and blend over time, the more you wear it.  This enhances the natural characteristics of the leather.

  Business response

  04/02/2024

    This is not a defect in the leather.  Our Florentine leather is known for the patina that develops over time.  The spots you are seeing on your bag will eventually deepen and blend over time, the more you wear it.  This enhances the natural characteristics of the leather.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: the website description and what the response was from the company is not the same.  It is two different things. Website says  "leather will temporarily darken when wet, and return to the original tone once completely dry. " not what the company is saying... which is different. Drying to the original color is what was expected and guaranteed by their description.

  
  Sincerely,
  
  ******** ********

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: the website description and what the response was from the company is not the same.  It is two different things. Website says  "leather will temporarily darken when wet, and return to the original tone once completely dry. " not what the company is saying... which is different. Drying to the original color is what was expected and guaranteed by their description.

  
  Sincerely,
  
  ******** ********

  Business response

  04/11/2024

  As stated this is not a defect .The Florentine collection is not treated for water repellency.  Due to the leathers natural characteristics it is not recommended to treat the bag.  With continued use and exposure to light, this leather develops a beautiful patina which enhances the natural beauty of this leather.

  Business response

  04/11/2024

  As stated this is not a defect .The Florentine collection is not treated for water repellency.  Due to the leathers natural characteristics it is not recommended to treat the bag.  With continued use and exposure to light, this leather develops a beautiful patina which enhances the natural beauty of this leather.

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is completely not a satisfactory response. The leather did not dry to a nice patina. In fact, it did not draw the water spots at all. And now the bag in the water spots are too different colors. The company has an unconditional guarantee. And I believe it should be adhered to. It is a 1 year guarantee for normal use which includes a light sprinkling of rain.... How disappointed I am With the results. The website states The leather will temporarily darken and dry completely to the original tone. That is your guarantee... I would like to return this bag and either get another one where I will treat it for moisture, Or you can refund my money and I'll send this bag back.

  
  Sincerely,
  
  ******** ********

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is completely not a satisfactory response. The leather did not dry to a nice patina. In fact, it did not draw the water spots at all. And now the bag in the water spots are too different colors. The company has an unconditional guarantee. And I believe it should be adhered to. It is a 1 year guarantee for normal use which includes a light sprinkling of rain.... How disappointed I am With the results. The website states The leather will temporarily darken and dry completely to the original tone. That is your guarantee... I would like to return this bag and either get another one where I will treat it for moisture, Or you can refund my money and I'll send this bag back.

  
  Sincerely,
  
  ******** ********

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 6, 2024 I sent away 3 items (one gretta hobo style bag, 1 cosmetic bag, 1 saffiano leather wallet) to Dooney and Bourke Inc. to see if they could repair the items. I paid $24.75 for the shipping cost to ship it to Dooney and Bourke because Dooney and Bourke did not offer a prepaid shipping return label. I e-mailed Dooney and Bourke a copy of the **** postage receipt but they did not want to reimburse me me back the $24.75 I spent. The 3 items I sent away could not be repaired Dooney and Bourke notified me. When I asked for shipping to be waived on the ticket #1292802 which has a order #10092791 Dooney and Bourke did not want to offer free shipping. They charged my credit card $113.91 which included taxes and a shipping charge of $10.00. I would like to please get a refund of $10.00 for the shipping charge. Please also refund the $24.75 as well if possible. Why do I have to pay $24.75 to ship items to Dooney and Bourke and then have to pay another $10.00 for order to be shipped to me? Dooney and Bourke should be paying for the shipping cost of the order to be shipped back to me. On top of that, Dooney and Bourke chose the slowest shipping method to ship out order using ***** Smart Post which then transfers it to **** by boat. For $10.00 it should be a faster shipping/delivery method. I would really like the $24.75 back for the shipping cost spent to ship items to Dooney and Bourke plus the $10.00 shipping cost on the order. Hopefully, Dooney and Bourke can please refund back the $24.75 plus the $10.00 or just the $10.00 would be greatly appreciated. Thank you very much

  Business response

  04/01/2024

  Items were not manufactures defects.  Therefore we do not reimburse shipping charges.   customer was offered a trade in program.  She traded in 1 item and was informed and excepted the trade in terms which included the 10.00 shipping charge.

  Customer response

  04/09/2024

  ***** ******* **** ******************** ***** ******** ***** ** **** **** ** *** ********** *********************** ******** ****** *** **** ********

   

  Hi,

  Please cancel BBB case ********. Dooney and Bourke, Inc. Refunded me back the $10.00 shipping cost I requested to be refunded bcak to me. 

  Please e-mail back to confirm that this case has been canceled.

  Thank you,

  ****** ****

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Purchased 4 purses from Dooney in Dec. 2023. After wearing one of the purses one time, a piece of material flaked off of the purse. I emailed Customer Service on 2/19/24, and Adam referred me to the repairs department regarding Order Number ********** for the Janine 35. I shared with Amanda from Repairs on 2/19/24 photos of the leather chipping off, and she denied the repair request. I sent a follow-up email on 2/21/24 requesting feedback on why the repair was denied. Amanda did not respond to my second email. It's like my purchase didn't matter, and Dooney & Bourke and its staff didn't care about my experience with its product. Please contact me to resolve. Thank you.

  Business response

  04/01/2024

  Please review customers picture below.  This is not chipping/pealing leather and is not a defect. Something may have come in contact with the item to damage it while in use.  

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: the lack of customer service is unfortunate, and again, it is clear my purchase means nothing to Dooney & Bourke. It has not offered any suggestion/solution to help the appearance of my bag. 
  
  Sincerely,
  
  ****** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩