Dooney & Bourke
Reviews and Complaints

I am a loyal Dooney and Bourke customer. I have over 20 purses. I ordered a purse on March 10th. The purse was not backordered or not in stock during the time of my purchase. I have waited and called and waited and called. I was finally told on last week that it was backordered and that it would take two weeks for my order to be processed. When I called on yesterday I was told that they do not know if they will make any more of the purses. I used some of my loyalty points for this purchase and was told that I could not get them back.

I am so disappointed that a company such as this has such poor customer service.

I ordered a purse from this company approximately 2 months ago. When I received it, I noticed it was defective. I immediately sent it back and never received my refund of $240.80. I have called several times and spoke with customer service and billing and have even been given a ticket number of 681513 and to this date, 3/8/22 have not received my refund, even though they keep assuring me that it will be in my credit card in 48 to 72 hours. I have called several times and they even gave me the excuse that they would not refund my card until my bank closed it's investigation. I called my bank and they told me that their investigation was closed on 2/26/22, because Dooney and Bourke told them that they wouldn't refund my card if the investigation was open, so they closed it so I could get my refund. To date, I have not received my refund. They keep giving me the run around and a bunch of cheap excused but would not refund my money. BUYER BEWARE! DO NOT BUY ANYTHING FROM THIS COMPANY! THEY SEND YOU DEFECTIVE MERCHANDISE AND LATER ON, REFUSE TO REFUND YOUR MONEY. THEY ARE A SCAM, THIEVES AND LIARS! I will leave all the bad reviews I can about these scammers so all the potential and current customers can see that they are not worth your business and your money! Stay away!

I looked on my charge card and there was a charge from DnB for $271.98. I never ordered anything called my credit card company opened up a claim. And the I called DnB they said it was ordered back in March 2021 but they found the bill after doing an audit so they charged my credit card in December 2021. My credit card dropped the charges but put them back on after ( a lengthy investigation). I would like a refund. All I get is the run around.

I ordered three pebble grain pursed from Dooney and Bourke it the leather is hard and it looks like someone just painted over the hard leather I have asked for a supervisor to call me for two months and spent hours on the phone was told they do not have supervisors you get someone in another country with dogs barking the back ground. Some times when asking for a supervisor I was hung up on. I own 15 purses and the quality is awful now they make a fortune on customers but treat customers horrible ! The customer service is awful!

I tried to order a purse to ship to my sister for her Birthday, I used a new member discount where I saved $12 and Paid $15 extra for 3-day shipping. When I added the shipping address as my sister's and the billing as my address the website kept declining my payment because the address didn't match. It could not decipher that the billing and shipping addresses were different. So I placed the order to ship to me and it went through. I thought about it and didn't want to have to pay to ship it locally once it arrived and have it get there past her birthday, hence why I paid for 3-day shipping. So I canceled the order and Called my aunt. I shipped to her and used her debit card that has the same billing address as the shipping. It worked. Just to log in today and see they canceled the order. I called the said payment didn't go through. My aunt sent me a screenshot of where the money is pending out of her account. Now I have no Purse/gift for my sister's bday and $200 on hold, $100 pending from my original order and $100 from my aunt's account. Ridiculous! No resolution, just an I'm sorry from customer service.

Ordered purse as a gift for Christmas on Nov 27. It arrived 1/7/2022, a lot late!
Biggest issue is, it is a fake. Nowhere on it does it's have Dooney and Bourke. Not even on gold plate. Want my money back.
Embarrassing gift! It is with recipient.

Robin Childs
[protected]@gmail.com
22446 E Roxbury Pl
Aurora, CO 80016

order number db04733585, order date july 3, 2021, crossbody style number
R264CA, color caramel, price 131.60. purse received with logo crooked. I am not proud to carry this purse like it is. I took it to a shop to see if they could straighten it but they said I should return it. They didn't think dooney &
bourke would want their product seen with it crooked. I hate returning items but felt you should at least see what I've received.

Thank You
Sandra Mclaughlin

I order this product and when I received it the shoulder strap was not in the purse nor box that I received. I filled out a contact form on the website no one called me back so I called the customer service number and spoke with a rep name Matthew he was very rude and said h could not send me a strap nor transfer me to a supervisor he said I have to return the item or purchase my own strap. now I paid $169.00 for this purse that comes with a strap. He said I am not transferring you to a supervisor because they are going to tell you the same thing as I did. ref# 547841 I called back and spoke with Norman who did the same thing to me ref# 547916 All I wanted was for them to mail me a strap they refused to mail me a strap that i already paid for with the purchase of the purse. The purse is sold out online so even if I mailed t back there is no way for me to reorder the purse, they did not care nor have any concerns for me as a customer this was y 1st order and my last time ever dealing with Dooney and burke. I spend my money with a different company. order# DB05027921

I'm complaining because I ordered a pair of sneakers, and while cleaning them around the rim with a rag and plain water, paint was being wiped off my shoes. Now the repair department is trying to tell me that the shoes are not defective that it was my doing… but how when I didn't even use chemicals to clean them. All I want is an exchange for my defective shoe or it to be repaired. Simple as that!

D&B made a mistake with the Orders, it understandable and it should be rectified but Customer Service manipulated the Order Numbers and lied about the shipments in attempt to cover their backs (I have substantial proof with emails correspondences and Live Chat screenshots). This is not what I would consider to be acceptable Business Etiquette.

Account Details :- https://www.dooney.com/
Kam Wong [protected]@outlook.com

Having mistakenly placed Order DB04857374 (BPEBC1957TPKR), I equested cancellation.

I then placed a 2nd order DB04857395 (BPEBC1957TPKR + BPEBC1956BMKR) only to find Customer Service had cancelled the BPEBC1957TPKR from 2nd Order DB04857395 instead of cancelling the 1st Order DB04857374 resulting in two outstanding Orders of DB04857374 + DB04857395. This is the main Customer Service mistake which lead to further issues.

After much confusing correspondence with Tom via Live Chat, I requested cancellation of both DB04857374 + DB04857395 Orders.

So thinking all the Orders have been cancelled, I placed 3rd Order DB04865214 (BPEBC1957TPKR + BPEBC1956BLKR). NB. the small Hobo is now Black instead of Tmoro.
Later, I found the second Order number DB04857395 had been fully shipped ! So back to Live Chat yet again with Tom.

I explained to Tom, that if the DB04857395 had been fully shipped then let it stand but cancel and stop shipping of the 3rd Order DB04865214.
This is where Tom lied !
Tom stated BPEBC1957TPKR from 3rd Order had been shipped (LIE) and cannot be cancelled but the small Black Hobo BPEBC1956BLKR had not been shipped, to which I inquired for a reason and received a reply that it was out of stock (LIE).

I have received Borderfree Cancellation notification that 1st Order DB04857374 has been cancelled.

In actual fact, Dooney & Burke had mistakenly shipped both 1st Order DB04857374 and 2nd Order DB04857395.
To cover their backs, Customer Service manipulated the Order numbers and lied about shipping BPEBC1957TPKR part of the 3rd Order DB04865214.

As per Dooney & Burke Account Order History (refer to attachment) :-

1st Order DB04857374 Status Shipped in Full. (Borderfree= Cancelled) ?
2nd Order DB04857395 Status Shipped in Full.
3rd Order DB04865214 Status Placed. (D&B Customer Service= Shipped in Part) ?

As I have already stated, I have substantial email (Alice LIED) and Live Chat (Tom LIED) screenshots as proof.

Dooney & Burke Customer Service Personnels had manipulated the Orders details for misrepresentation.

Mendacious Business practices to deceive Customers leaves very little to be desired !

I have been ordering on-line from everyone for 2 years…and Dooney and Burke for at least 8 years.
Never returned anything, until now..Purse was too small.
I then ordered al larger one, which was fine.
When I went to return the small one, the site charged "ME" $7.50. To return an unopened purse. Shocked..
Never ever, by anyone…been charged a return fee…ever. I paid over 250 bucks for the purse? I hope that return fee was worth losing a customer who spends a ton of money with you…I will never again buy yourbrand purse.

Please see attached message sent from your customer service representatives Asante t message to me this is the phone number it came from after speaking with the REP about an order I placed phone # [protected] see below
You old decrepit [censored] that's why you got scammed and they took your [censored]ing money [censored]
End
My name is Brenda Moore 814.404.1643
Email [protected]@verizon.net

I ordered a Camera Zip Crossbody and Small Coin Case in Taupe - order #ILD02462939. Package was delivered on Aug 6 and contained the Crossbody bag but the Small Coin Case was missing. I have since emailed twice and called Customer Service on Aug 12, only to be told an ‘internal investigation would be conducted which will take 2-3 weeks'. Dooney can certainly do an internal investigation, however, they've done nothing to address the problem - the missing item that I've already paid for. Beside the fact that their customer service is almost nonexistent, I would have thought they would make good on their products- sadly, so far they have not. Resolution: ship the Small Coin Case a.s.a.p.

Good day,

I have called 3 times, sent at least 3 emails to custmer service and had not received refund for 2 items that were sent back more than 2 months ago.

Opening delivery to Canada also means being able to serve your canadian customers with the same standards as others. I had to return 2 items and the UPS information has not changed since the date it was shipped back to you. This is a large amount of money needed to be refunded and I am waiting for this refund before ordering a new one. I would like to have accurate information as of when will both items be received to your offices and refund fully processed. Please also provide me with head office information as I would like to fill in an official complaint. Looking on social media, it seems like a few canadian customers had similar issues or worse with your customer service and I believe we would all be satisfied if we clear commitments of how your customer service could be improved. I will be hence waiting for 2 answers following my email :

- Status of return order and status of refund (I need dates and clear status please)
-Head office contact and official procedure to fill in a complaint for canadian orders

Order #: DB04619252
Item
Large Double Zip Organizer

UPS TRACKING : 1Z0500489099969255

Date returned : June 2 nd UPS status has not changed since the 2nd
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Order #: DB04619252
Item
Cameron Satchel

Date returned june 7th, UPS status has not changed since the 7 th

UPS TRACKING : 1Z0500489091524927

*** THE UPS STATUS FOR THE RETURN IS THE SAME SINCE THE DATE OF RETURN***

I'm a return customer of many years. I received my first purse eight years ago. And because I enjoyed the purse myself I started ordering for my daughters. I bought (4) for christmas last year and (3) this year. One of the purses is too big, and I called to exchange. I purchased the purses in may, paid through klarna. I made my last payment june 30th. I have been told that I can not return or exchange. I am disappointed in the way this has been handled, i'm not asking for monies back. But I swear, i'm done! Never again will I purchase a dooley & bourke, never! You don't let a good customer go unsatisfied. But, it's okay because they lost a good customer.

I purchased a crossbody on 11/2/2020. On June 9, 2021, the strap broke. I shipped it to Dooney for repair on June 10, 2021 and show that it was received at their facility on June 16, 2021. Their website states I should have received a letter within 1-2 weeks and I have not received anything, leaving me to feel as though I shipped my purse off to a black hole. I've called, emailed, chatted online and no one can give me an answer. I spoke with a customer service rep who raised her voice, interrupted me and wouldn't let me complete a sentence, then hung up on me. I wish I could attach email correspondence, that would mean that someone actually responded to me.

I bought a handbag back in December 2020. I checked my bank account yesterday and I have charges. The back is paid in full already. I called customer service and they tell me I got over charged! How? People if your buying handbags make sure check your transactions! A refund should be scheduled within 6 to 9 days...like really?
Very unprofessional I say...

On April 27, 2021, I ordered two items from Dooney & Bourke and I mistakenly put in the wrong shipping address. I noticed the mistake and called the company the on morning on April 28, 2021 and was told that they would update my address and send items to correct address. I was given a tracker ticket number 332359. I have called again on May 5, 2021 to get a status and was told that since it had not gone out it would be send to the address that I updated on April 28, 2021 and I was given another tracker ticket number 344272. My husband received a telephone call from the post office at Fort Meade, MD stating that they had a package but it could not be delivered since we had not lived there since 2019. I called D&B on May 5, 2021, telling them about the problem and was told to to call UPS asking them not to deliver, which I did and was told that only the company could make and request the change. I again called D&B and was told that I would have to wait about 2 weeks for them to find the problem and that I could be able to get a replacement of the items. Today, May 25, 2021, I received this email :
May 25, 2021, 14:21 ADT
Good afternoon,

Unfortunately we are unable to open a missing package investigation for your order # DB04547718 because it was delivered to the address entered at checkout. For this reason, we are unable to replace or refund the order. We apologize for this inconvenience.

Regards,
Amanda

I have been making paying through Klarna (Order no: 11V955M6) and was told that only D&B could resolve the issue as well as a refund.

Thank you,

Joselle Chatman

I sent a purse to see if they could replace it. Instead I was offered a refund amount towards a new purse which had to be above a certain amount. Have called customer service untold # of times to order and either get someone who doesn't know their turn-around time to get back with me or I wait for my turn on the phone and when I finally do get someone they transfer me and the call gets cut off. The 1st rep didn't know what to do, period. With the 2nd rep I was told the RA dept return contact time is 24 - 48 hrs. Just spoke with the 3rd rep and the return contact time is a week. Never, never, never again will I purchase one of their purses. Never! The dates of contact were 4/12/2021, (4) calls totaling 44 minutes; 4/14/21, (7) calls totaling 52 minutes. RA#901285