Dooney & Bourke

I ordered a purse as a gift and, before it shipped, I received an e-mail that the price had dropped $50. I contacted D&B, was told a "ticket" had to be created and it'd be a few days before I would hear back (should have been clue #1). The purse then shipped and I never heard back on the "ticket". When I contacted them again, I was told they could not honor the price change. The purse is exactly what she wanted, but I personally will never purchase anything else from D&B.

This may only be the 2nd or 3rd review I have ever written about anything, because I just elect to take my business elsewhere, rather than take time to write a review that will likely be ignored. Over the years I have purchased numerous designer or pricey bags for my wife, mother, and daughter both online and in store. Quality and presentation are very important to me. Needless to say, I was extremely disappointed in the packaging and condition on arrival. The bag arrived in one oversized damaged shipping box with nothing inside to protect and secure it from being damaged and bouncing around like a pinball inside of this box as it travels. Also, color shades were not as they appeared to be from the description on the website. I am business man and work in retail sales, so I am aware that you often don't get a second chance to make a first impression, which is why rather than taking the time to write a review about an experience, I just usually take my business elsewhere. For some reason I felt compelled to share my thoughts on this experience. Hopefully, this will help ensure some better practices, if this is the norm...

I placed an order and received the box quickly but it was the wrong order! I contacted support and returned the mistake, but weeks later, I have still not received my original order or a refund.

When we ordered the x2 purses part of the decision of the purchase was date of delivery that was supposed to be on or before the 24th of Dec. The item was delivered on the 27th. I contacted the customer service inquiring of this and they said due to high volume of orders is
Why they couldn't guarantee the promised date when we initially ordered IF we knew that initially or seen it written anywhere we wouldnt have ordered it. My email response was basically WHY as a consumer my issue and unexceptable. I would've been more understanding if it was delayed due to inclement weather or even a strike but that wasn't the case. After I sent the email there was no response "dead silence". They didn't even offer some sort of discount on another purchase or even validate my response, ALSO what's even more frustrating the purses we purchased went ON SALE before we even received them! In addition one of the purses was slightly scratched and leather rubbed along the side! We have ordered from them last year same time frame and had ZERO issues with delivery and purses undamaged! Not sure what has happened since then but they have shown it wasn't about the inconvenience or frustration of the consumer it was about the their high volume of orders and just deal with it! They got their money ON TIME and obviously that's all that matters!

I just received my bag it was horribly made, the stitches were irregular and bag was terrible. Probably made in China. Returning it as I am very disappointed. No need to sent pictures as the company knows the quality of its products. This is the only company I know who takes 10$ for returns shameful.
Dr.Hussain

So I bought the "Botanical collection - Geena Satchel" along with the "Pendant Key Chain" and paid extra both to arrive earlier than the standard time. After several times and weeks of tracking the package and seeing there was no sign of it - I called customer service and they opened up a case for me since they couldn't find a way to look for it, apparently. After a few days it was confirmed from Dooney & Bourne that it was simply lost and I'll get a "refund".

I am still waiting for a refund to this day and at the bare minimum a sincere apology for this inconvenience and lack of customer service and support. It was honestly such a disappointment and it was for my grandmas 80th birthday. This company is completely unreliable and I would not recommend to purchase from here at all, specially if it's going to be for an important event like it was for me.

I paid for expedited shipping of 2-3 business days. The order did not arrive for 6 business days. When I asked for a refund of my shipping cost ($40) I was told they allow for 24-72 hours of process before shipping so I need to add 3 days to any shipping. However this is not clear on the website as the website says "EXPRESS: $40 (Usually arrives within 2-3 business days of purchase.)"

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.

Pathetic, disgusting customer service. Purchased what I would consider a luxury item but was treated like someone in line at WalMart (who actually has decent customer service) because I had to return it since the color looked nothing like the picture online. They charge you $9.50 to print your own label and drive the package to a UPS store and then they charge you tax on top of that label fee. For a brand new item that was not what was represented on their website! When I called customer service, I asked to speak with a manager and they told me the manager would be available at 6 pm but customer service closes at 5 pm! Then I initiated an online chat and was lied to again about the manager.Too bad they can't be put out of business for the BS!

Misleading photos on size and tiny print of dimensions which is illegible on a cell phone describing various sizes caused me to order what I thought was an identical bag in another color. They refused to accept that they needed to fix their catalog description and photos including a misleading shoulder bag headline (leaving out the word "small"). Their photos of the two-sized bags were identical, and they still charged an $11 return fee. After 2 calls, both between 30 and 45 minutes, I gave up, explaining that they needed to change their catalog description, headline, and photos to better depict the smaller size bag and not charge a loyal customer the $11 shipping to return. Viewing on a phone, it is almost impossible to read the details and pictures are identical. I'm 70 years old. They farm out their customer service to India and they are unapologetic, stern, and don't give a rip about the customer. For a company that charges what they do for their products, you would think their customer service and policies would reflect the need to please their customers. But it does not. BEWARE if you don't read all the fine print (pull out your magnifying glass) you will not have a good experience returning your item!

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!

I had a D&B pebble grain Lexington shopper that I carried for years. When it finally showed too much wear, I looked around at many bags, but settled on the new version of my old bag. What a disappointment. I could tell right away it wasn't the same quality, and now, after a year, the decline in quality shows. The lining is rough. The bag has lost its shape. The white leather has yellowed. The hardware doesn't have the heavy feel of my previous bag. It's pretty clear to me they're cutting corners to deliver an inferior product.

I don't have proof of purchase, but I bought directly from them about May 2022.

I sent back a gift (purse) I purchased from Dooney & Burke with a Mfg defect. A D&B employee signed for it, stole it and D&B's owner told me it was not their problem. 0-Customer svc. NO REPLACEMENT... Thieves!

I got a purse and wallet from them last year for Christmas but because I was really sick I didn't use it for a few months. My first time using it I noticed the snap on the wallet was a little loose. When I put my things in the wallet the snap fell off. I emailed them several times and after sending them the emails with pictures they said they would send me a tool kit to repair it. I thought I'm not a purse maker but okay. I never got the tool kit and I get no more responses from them. I feel like starting a group lawsuit because I know many others are having the same issues with them. Shame on them! Charging that much for there purses and wallets and they are crap!

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 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!

Unable to purchase from website Christmas present for daughter due to billing policies. Will not speak well of this retailer. They failed to resolve customer problems.

Dooney and Bourke is not the same company they were years ago. They are on a steep decline as far as I'm concerned. As a Dooney lover for well over 25 years with an inventory of over 35 new and vintage handbags, I have to say their quality and customer service are below sub-standard. Plus, they do not have trained people to process credit card payments. How is it that a company like D&B will ship a handbag to a customer without processing credit card payments properly? And then your audit team and collections department emails that customer 18 months later looking for payment. Who does that? Now, that customer has to dig through months and months of credit card receipts to realize that the credit card transaction never happened. So who's fault is that? Surly not the credit card company. It's D&B's. Get your act together or you will lose (if you haven't already) new and long-term customers.