Dooney & Bourke

I am a fan. I have multiple Dooney and Bourke bags, one bought in store while I was in the US, another 5 I bought at their online store. Here's where the problems start. The brand is let down by the online customer service and experience:
When you shop online from the UK, you get the prices excluding VAT on the site and in your trolley, and the VAT only gets added on checkout. That is not legal in the UK. You must display consumer product prices including VAT. But as I find the bags still worth it, I pursued with my orders.
Twice now, this has led to disappointment. The orders do not get shipped for weeks, and you have no idea why. You get no updates. When I finally chased the last order, I was told it had been delivered. It was nowhere to be seen. When I asked for details, they sent me proof of delivery for an address in the US. When I questioned this, they insisted that was my shipping address even though I told them I am located in the UK - see attached pic. When I sent a copy of my order with my UK address, I finally received confirmation of the items being shipped - that day. Seems like a forgotten order. No apologies for the miscommunication or delay. Emails from different service advisors each time so no personal touch. I just hope the bags arrive!
I don't expect everyone to be like Amazon but 2 weeks before an item gets shipped is a long time - unless you would set the expectation when the goods are purchased. Then you can make an informed decision. Now it just seems they ship when they feel like it.

Ordering online is easy, but the customer service is terrible. Not only the quality of the product matters, but also the quality of the service, which is where they need a lot of improvement. Please improve your way of serving the customer.

I used to love D&B and wanted to try them again. Ordered a pebble grain purse and wallet, both colors said "white". Received the package - colors were wildly different. The purse was a cream almost beige color and the wallet was white-white. Immediately called and s/w a customer service person who requested that I send them pictures. In the pictures it was very clear that the colors were not even remotely matching. 3 days later I received an email with a return label. I did not want to return the purchase, I just wanted my purse and wallet to be similar white colors. I called again and the customer service rep said there is no way for them to guarantee that the colors are the same. They aren't even remotely close in color. I had purchased the items on sale and now there is no longer a sale. The customer service rep said that they cannot honor the sale price now and they do not offer exchanges. So, D&B, your mistake and now I am responsible? Sorry, I guess this company is no longer a quality one and I will purchase my handbags somewhere else.

I had ordered 2 bags online from Dooney & Bourke website during Thanksgiving time. The day I received it, I saw that one of the bags was significantly reduced in price. I called customer service asking if I can get the reduced price since I had just received it. They said "no" and that I had the option to return it and purchase the same bag at the sale price. I explained that would mean that I would have to pay a $10 shipping fee to return the one I had, then pay another shipping fee for the new purchase since my order was not high enough to warrant free shipping. Other stores and websites have always given me the difference when this happens. I explained, why would they want a customer to go through the trouble and expense of that when they can just easily refund me the difference in reduced price. They told me that Dooney & Bourke is not out for money but for quality service, and that he will refer me to their complaint department. And that I would receive an email about their decision in about a week. The email said that I will not be reimbursed the difference. I believe that they never intended to consider my complaint, but that the operator just wanted to quickly finish up the conversation with me. I understand they are for profit business, but this is plain bad customer service. I returned the bag. I will never buy Dooney & Bourke again.

I made a purchase in March 2021 I assumed the charge was taken upon shipment nine months later I see a pending amount in my ng account on Dec 31 upon conversation the claimed an audit and sent a email I saw the email less then 24 hours notice this was shady no way they know what my finances were at the time they pulled this I will not order from them again my finances at tax time was way better in March they are not worried about scaring anyone's credit by over drafting an account I authorized a payment in March and was blindsided that they did this and the lady said though she agreed it was not proper and they lost customers because of this they would not refund this and send me an invoice being they messed up this company lost respect I will make my purchases from the sister sight I will not go directly to them ever again if I have issue with the I live Dooney site they will be history as well I may go back to using coach or Kate spade next time I am looking to purchase a quality bag Thier customer service in how they value Thier customer satisfaction is very unprofessional and I do not recommend them they place no value on Thier customers what so ever as I read I. Not the only one that purchased in March that they did this to in December I give them two for product only and ******* for poor company practice it wasn't my fault they didn't do Thier job in March and 9 months later to charge my account as done was not right I didn't authorize them to do so 9 months later

I purchased a bag in March and I that they where paid, well I looked at my credit card doing bill check and see they just took the money out December 30 messed me up so much. I will never shop Dooney and Burke again. Then they lied and said they sent out emails never sent anything out the manager I talked to was horrible lier.

I bought my 3rd Dooney just before Christmas. There was a sale and guaranteed delivery by 12/24/21. I was so excited. So I get the purse and wallet I ordered but when I did the zipper on the purse does not work. I reached out to Customer Service and was told I could return the purse then order it again as they do not exchange. I explained I wanted the purse and if I did that, I would have to pay more as it is no longer on sale. The only other option was to pay to ship it to Connecticut for repair with no guarantee it would be repaired, how long it would take, or what would be done if it was lost. I was very disappointed that they did not care at all a defective product was sent. I will no longer be ordering and will find a new brand that values the customers they have.

I had purchased a bag for my wife that was supposed to arrive before Christmas and when I kept checking the status of my order it kept saying that it was placed. Four days later I checked again and that was just in placed status so I went online to chat and they told me that my order had been canceled due to credit card billing information being incorrect. I never got an email or any sort of information of my order being canceled and even when I checked online and never said canceled so now I am stuck with no bag for my wife for Christmas and the chat service was the worst I have ever experienced. All I got was short explanation and no real answer to why I was never contacted that my order was canceled. Will never order online from here again.

I am so disappointed with Dooney a company I loved for years I placed an order waited 10 days to hear the product not in stock but yet shows in stock online I eventually had to cancel the order I never expected this from Dooney

Worst customer service experience ever. Don't make the same mistake as me. Check the BBB rating prior to purchasing. As of this date, they have an F rating.

Very obvious misaligned stitching and buckling on this wallet I waited 6 weeks for this deformed wallet to arrive. I am very disappointed with this purse. How did this pass inspection?

I bought a bag and returned it the same day I got it b/c I hated the bag. It's been over a month and I have called 4 times because I never got my refund. They have told me everything from it's on my banks end to it had to be canceled and refunded again. They even asked me to call my bank which I did 3 times and the bank said nothing is coming through and it was not on the banks end. A manager told me they would call me back and twice no one called me back. The last call I was told that I needed to call my bank and report the charge as fraudulent, which is dishonest and of course my bank won't do.

I purchased s bag from dooney,&, bourke I didn't take the bag out of the packaging to examine it right away,. When I did take it out to use the strap was broken and the leather around the strap looked like it had been rubbing up against something. Now they want me to pay to have it shipped back even though it came defected. The customer service horrible. They will never get another dime from me. If you see this Style number don't purchase because it's cheaply made (B2DBM3264BLBL)
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I ordered a wristlet and purse on July 10th. The website said my order would ship in 3 to 4 days. On July 17th I received my wristlet only. I went on to the website and it said my purse was back ordered. When I ordered it it did not say that. I waited about 4 days and called. I was told by the rep that they are not sure why i did not receive that the item is not on back order. The told me they would put a work order in to see what was going on and that I would here something in 24 hrs. A week later and still nothing. I contacted again yesterday and they told me to be patient that there is an order already and someone would contact me. Very frustrating! I understand if when I ordered they told me it was on back order. I would have not ordered. But nothing was said and the reps are no help. Meanwhile I still know nothing about my purse.

I like Dooney and Bourke products and on June 2,2021, I ordered this crossbody bag as it was on sale. It was delivered on June 9,2021. In the interim, on June 6,2021, I received an email from Dooney and Bourke showing that my purchase had gone on sale for much less than I had paid. I called customer service on June 11th to inquire about a price adjustment. The representative placed me on hold for a while. I had asked her if she needed the order number before she put me on hold and she said that she didn't need it at that time. When she came back to the call, she then asked for the order number. Then she said that someone would call me in 5 to 7 days to discuss my request. To add insult to injury, I saw the same bag on QVC on June 14th for an even lower price. I feel like I've been ripped off! As of July 1st, I had not heard back from Dooney so I called again. I got the same representative. I explained my situation again and she asked me to hold. Then she said that she didn't see any updates in the computer. I asked her what that meant and she said that they haven't gotten around to it yet. She said it could take up to 3 weeks. I said that it would be 3 weeks on the next day. She just repeated that there weren't any updates. I asked her what the next step should be and she said she would input another request. Afterwards, I read some reviews of Dooney online. I probably should have done that before my purchase but I've purchased Dooney bags for many years mostly through department stores. I haven't encountered such poor customer service from a company that is supposed to be reputable. I would have appreciated a call back even if the answer was "no" price adjustment. To be ignored is far worse that hearing "no." No more Dooney products for me. I'll spend my money where they at least see me.

I owned my purse for 6 months before the strap broke. Sent it in for repair, then a month went by and nothing. Tried calling, chatting, etc, no one could give me an answer as to the status of my repair. Rude CS rep yelled, interrupted and hung up on me. Will never buy from them again!

Purchased a purse and wallet January 2021 on Dooney Pay. They took the initial payment, somehow reversed the payment, never took the installment payments per agreement, now months later they proceed to take all the payments at once. Call customer service all they could tell me was that it was a system error, and it was nothing they could do. Dooney sent no notifications at all that my account would be debted for multiple payments. I will never purchase from them again!

I purchased a purse for mother's day, I got the purse on Friday before mother's day. When I got the purse the clasps on the satchel were broken. I immediately called Dooney and waited for 2 hrs. I was told I could send the purse back and I did what they failed to tell me is that I would not be getting a new purse but a refund. I contacted customer service and they they they were sorry but that is company policy. Now it gets better, I was told that it will take 2 to 3 days from the day they get the purse back to process the refund and I have to wait an additional 10 business days for the refund to show in my bank and they will also deduct the return shipping from my refund... like who does this? Dooney ruined my mother's day gift, gave me a horrible customer service promised to have a supervisor give me a call back... still waiting and to add salt to the wound I had to pay shipping to return a product they sent to me defective... I will never do business with Dooney again. Shady shady business practice