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.

Excellent product, great customer support