I ordered a package on 9/4/25, which was shipped on 9/8/25. The package has been stuck in transit since 9/12/25. I contacted customer service today 9/22/25 and I am now being told that I cannot receive a refund nor can they send out another package until a two week investigation is completed on their end which would be 10/6/25 an entire month after my initial order date. Also once they confirm after two weeks that my order was lost in transit which was already confirmed by the shipper today I would only be eligible for a refund and they can't reship my item. I would stay clear of this company as they can't even honor their own shipping policy placed on their website.
Purchased a bag that turned out to be too small. Have been trying to figure out return process as it simply says to take to UPS and scan the bar code. What bar code? No response from anyone at DB.
I placed my order on the Dooney and Bourke website 16 days ago. My credit card was charged immediately, but I still have not received my order and have gotten no shipping updates.
I have emailed twice to check the status and got one automated response that did not answer any of my questions.
Based on the prices of your products and the claims of high quality leather items, I would expect much quicker shipping and better customer service!
Very disappointing!
I attempted multiple times to order the florentine large satchel bag for my mother for Christmas. The order processed the first time and two days days Dooney cancelled the order. I ordered 2 more times before calling and those also cancelled. Upon calling, I placed orders with two different cards and all the orders cancelled again. A total of 8 orders cancelled with three different cards. So upsetting
I have not received this order yet. So, I have no comment until I check it out. I have always enjoyed Dooney, and can't wait to try thus one too. Hope it gets here soon.
Ordered a Sorento Hobo and a minimalist credit card holder on December 12 with expectation of receiving it by December 24th. Today is December 26th and no package received. No clear order tracking available. Very disappointed in this shopping experience.
Dooney and Bourke are worthless crooks, they sent my package to the wrong address and when I called to have them send me another order or refund me my money they refused, when I asked to speak to a supervisor or a manager they refused, I have filed a dispute with my bank for no services rendered and filed a formal complaint with the Better Business Bureau, in the meantime my wife's Christmas was ruined, thanks to these nefarious actors. NEVER AGAIN, NEVER EVER AGAIN, will I order from worthless Dooney and Bourke, everyone who reads this, do yourself a favor, go buy a Michael Kors bag.
They placed someone else's order and invoice in a box with my name and address which I returned to them and I still have not received the handbag I ordered. Calling their so called customer service is a waste of time since they feed you a load of bull and you never hear from them again. This is the last order I will place and will dispute the charge with my credit card company.
Worst customer service around! Ordered a bag on line, arrived and I hated it! Quality of leather felt like plastic! When you call customer service, expect to wait at least 45 minutes and then they will disconnect you. If you email and request a call back... no one wil ever call! This company is sooooo bad!
One of the worst companies when it comes to customer service. I have spent over five hours in total on the phone with them trying to get a simple UPS label emailed to me. I ordered a purse for my mother for Mother's Day. I have email confirmation showing the correct ship to address. Whoever processed my order took it upon themselves to change the shipping address and had it shipped to me. Completely incompetent. All I need is a new label to have the purse shipped to my mother which will never make it on time now! They want me to return the purse to them and they will then forward it on to my mother! Absurd! I am so disappointed. Zero customer service! I would not recommend this company and will not be purchasing from them again!
Worst customer service I have ever seen, or dealt with. No regard to the fact that I paid $300 plus dollars for the bag, but their forms are very misleading. I will never buy Dooney&Bourke again!
I have a very similar experience to all of the other reviews. I made a purchase and return, both in the month of January. It is now March 22nd and I still do not have my money. I have called several times, emailed customer service and made a complaint with the Better Business Bureau. The next step is disputing the charge with my bank. I am so disappointed because their products are lovely but the customer service is just not worth it. During these calls, after finally reaching someone, I was transferred to another department only for the call to drop after about 20 minutes. I will continue to call everyday until the money is refunded. It's such a shame because their purses are beautiful. Spend your money elsewhere.
I ordered direct from Dooney & Bourke and immediately returned it via their instructions. It was recieved back in Orange, CT on January 15th, 2021 and here it is March 19th and after many calls with many excuses I still have not received my refund. Very poor customer service. Will not order from them again. Buyers beware.
I bought a bag on sale. I received the bag and decided I wanted another color. I filled out the EXCHANGE form inside the box and sent back the purse in exchange for another one of a different color. I never got the purse. I called customer service and was told that they did not give exchanges and that the bag had gotten credited to my credit card. I said well there was the exchange form right in the box. She said she had no idea why it was there. I said I wanted a purse of a different color but I wanted it at the sale price. She said she would get a code that I could use to buy a new bag at the sale price. I got the code. I called back to order the purse. I told the employee about the problem and that I had a code to get a new purse at the sale price. The employee hung up on me. So I called a third time and explained the problem to another customer service agent. This person said that they do not give exchanges and that my credit card was credited for the price I paid. Wasn't that what I explained? As for getting the sale price, forget it. We do not give exchanges. So, why is there an exchange form in the box along with the purse? Customer service made the mistake of putting it there but did not have any interest in helping a customer. If I want a good bag with good service, I will now buy from Radley London or Kenneth Cole.
Stay Away from this Business. I returned a purse at a price of 500 dollars. I am a Nurse I bought it with a gift from my employer for multiple years of service. They have the purse and they have had my money for over 30 days. The worst part is that every time I call and wait 45-60 min, they tell me it will be in my bank account within 7-10 days, 3-5 days or by a certain days all empty promises. Do not buy from this company unless you wish to donate your hard earned money to them.
I Reurned a Bag that D&B received back on Jan. 6 2021. I have written over seven emails, submitted 10 customer complaints on their site. Received 5 replays back assuring my refund. The last was over 3 weeks ago stating that the refund was issued, and would be in my account in 2 to 3 days. It is Feb. 14th still no credit to my account.
I returned a purse 1/7/21. It is now 2/10/21 and they still have not credited my bank account. They have actually charged me an extra $7.00 instead of giving me the credit for $214.00. I called, was on hold one hour only to be cut off when they told me I had to talk to another department. I have been promised my credit twice and it hasn't happened. I have emailed, called and chatted online. I am getting NO WHERE! Do not order from them directly!
I agree with all of the previous reviews that the customer service at Dooney & Bourke is non existent. I have been waiting for a refund for weeks and have not been able to reach anyone who can explain why I have not received it even though they have my return. I am always told that a supervisor will call back and of course no one ever does. Customer Service Reps know absolutely nothing and many are rude and do not care that you have to wait on hold for 1 hour plus. I was told once that I was lucky it was only 1 hour. I usually buy D&B products from QVC who has the best customer service in the industry. I have reached out to my credit card company to reverse the charges as I am not wasting anymore time with this company. It is POSITIVIELY SHAMEFUL the way this company treats the customer. I will never order from the D&B website AGAIN!
I made a return and still have have not received any type of resolution. 4 weeks after they received the return and 7 phone calls, still nothing, not able to speak with a supervisor. At this point it is about the poor customer service they have. The argent by the name of Hank was very rude 1/22/21 at 810 am. He said if I was listening he would not have to repeat hisself to me! But at the end of the 7th call today, still no positive resolution. Customer service is very bad and does not do any type of follow up or email contacts to resolve any issue. The agent named Hank has really spoiled it for me with this company!
Dooney and Bourke 10 years ago used to be a much better company when it comes to their service. I tried to order some products online. They were so eager to get rid of their items at the expense of consumers. For one thing their systems do not connect or communicate from customer service, shipping, complaints department which does not exist and if you use their chat and they tell you someone from management will follow up. Forget that!
1.) If you order an item and if that item is not available, they will replace it with a different color rather than having the courtesy to send you an email to give you an option. But would rather have them deduct the $ 7.00 shipping and send them back the item which they decided to send you. Does that make sense?
2.) If you want to tell them that the address needs to be change or just cancel the order within minutes, they will not entertain that since their systems does not have the capacity to send shipping about the new address and their shipping does have the ability if such address exists. I even told them that the item will either be lost or stolen since such address does not exist. They would rather send the item knowing the address was incorrect and charge the customer for a product they did not receive. Does that make sense?
3.) They also make up address and ship a product to an address I do not even know of. Does that make sense?
4.) Despite of numerous chats, calls and email they do not respond. They just want their products paid and out the door. They don't even know how the 3'rd party billing works. Since they do not know how to communicate, does that make sense?
5.) A call who claims they were from the office of the company's president. Does not have all the facts that you sent them a million times with a copy and paste information with order number, tracking and so on. They cannot figure it out. I am not even sure if the person is legally working for the office of the President since she was clueless and asked me to basically rewrite all I sent them in detail. I became a secretary who send them complaints. Was told I would hear back it has been weeks I followed up no response. Does that make sense?
The product is good quality but do not purchase direct. Use a third party like Amazon. Customer Service is disgraceful! Duplicate billing issues, on hold for 1 hour trying to reach customer service (twice) only to end with dropped calls,
If you can't handle the DTC eCommerce business leave it to the professionals and pay them the margin.
I was given a Dooney and Bourke Gift card for 150.00 I had over $360 in my cart and the $150 wouldn't come off the price. I called and was told that I could only use the gift card for something that was 150 or less. The other item in the bag was 126. I couldn't use it on that purse because it was sold out. But if I could I would have a credit of 24 that I wouldn't be able to use because there's nothing that cheap on the site so the company would just take my money. I emailed them gave them from January 1st to respond I got nothing from them please repost this all over the internet who ever heard you couldn't use a gift card for more than your purchase
Placed order Dec 6, still have. Or received although money was taken out of account. No one answers phone, chat not working, unable to get ahold of anyone to resolve problem. HORRIBLE service!
I am highly disappointed, here I was spending all this money (that y'all had no issue taking) on not 1 but 2 bags with the guarantee to have them by today well guess what the lack of communication on their part these won't arrive until Monday or Tuesday this is truly inconvenient seeing as though the reason for my order was that it come BEFORE Christmas NOT AFTER. No one contacted to let me know so that I could choose another item that they did have in the correct color, I am beyond livid with the lack of communication and horrible customer service. Definitely will never order from this site will only by from store if this is the inconvenience I will have to endure each time.
WARNING: IF YOU ARE NEW TO DOONEY AND NEVER SHOPPED THEIR WEBSITE BEFORE, PLEASE READ THIS! I KNOW THIS REVIEW IS LONG, BUT THIS WILL SAVE YOU A HUGE HASSLE IN THE LONG RUN.
Dooney and Bourke offers the worst customer service and I've dealt with some pretty bad situations. When you read the bad reviews about Dooney's customer service, BELIEVE THEM. I made the mistake of thinking they were just disgruntled customers. I found out the hard way that Dooney customer service does not care about their customers and their only job is to take your money.
I placed an order on November 18,2020 for a wallet and a purse. The bag was backordered and said it would ship on November 30. November 30th came and I noticed the bag just said backordered with no expected ship date. I chatted with someone online who stated that there was not an estimated ship date and that I was able to cancel the order if I would like. I told him I would think about and chat again if I chose to cancel the bag.
November 30th, I decided it was best to choose another bag and cancel the backordered one. I started an online chat and spoke with a woman named "Alice" who told me word for word "Since it was partially shipped out, the order will be automatically canceled with 24 to 48 hours." I responded with "So the bag is already canceled" to which she replied "Yes, within 24 to 48 hours." She was unable to provide me with a confirmation number, but she told me I could chat the next day to ensure it was canceled.
A day later, I speak with a man named "Frank" online. This time I'm told, "Please note, your order could not be canceled due to heavy volumes. It will be automatically canceled within a few days." My response, "Okay, so it won't be shipped to me? I don't want to pay to return it if something goes wrong." His response, "Since it is backordered, it will be canceled automatically." At this point I basically have no choice but to take his word for it. I don't have time to go back and forth every day to cancel an item that should have been canceled after the first request.
Fast forward to December 17th, I receive an email saying my order was shipped. At this point I thought everything was taken care of and I'm beyond frustrated. I start an online chat at which point I get "Alice" yet again. This time her response is, "Please be informed that the item in question was on backorder. It would've been canceled by the system automatically if it was not back in stock within 24 to 48 business hours. As the item was back in stock it was shipped to you." I'm sorry but November 18th and December 17th is nowhere near 24 to 48 hours. After insisting I'm not paying return shipping and a few choice words, her only answer is to call customer service.
So, there I am, on hold for 20 minutes after being told twice that my order was in fact canceled. The girl I spoke with stated she would put a note in the computer and that I should get a refund for my return shipping but that I may not. If I end up having to pay return shipping, I am turning this company into the BBB. This entire process has been exhausting. This is the first Dooney bag I have bought it is most certainty my last. The quality of their products is outstanding, but their terrible customer service outweighs the quality of their bags.
I am posting this review everywhere I can find. My hope is that this reaches anyone who is considering buying from Dooney and makes them think twice before buying. There are plenty of other brands out there that have excellent products and customer service. Regardless of how nice Dooney's bags are, it is not worth the hassle and frustration that will ensue if you must contact customer service. Please take your business elsewhere and support a company who values their customers.
I'm so disappointed in Dooney and Burke I ordered two bags on 11.21.2020 and the $146.90 has been processing on my bank account. I look at my bank account last night and now there's another $80.00 processing on my account. So that means $146 + $80.00= $226.90 is the total that im out and have NOT received neither one of my bags. Called customer service and was told that the $146.90 that is the total that the hold when you place the order and after the bags are shipped they place a hold on that amount so since one of the two bags were shipped yesterday they placed an $80.00 hold for that bag and when the next bag ships then the remaining balance will placed on my bank account but don't worry the first $146.90 will be removed from your bank account. This is the must stupidity $#*! I have ever heard in my life. How do Dooney and Burke know that I have $146.90 in my account just for them to hold and put in processing until my bags are shipped separately and charged separately. This will be my last time shopping online at Dooney and Burke and I will surely tell anybody who will listen to watch their bank when ordering online because Dooney and Burke is on some bull$#*!. If this is something your company has to do it something that the customer should not only know but agree to. Love, A Very Disappointed Customer
