Dooney & Bourke

Bought a wristlet when vacationing in US. About a month after the purchase the zipper broke. I paid shipping to send it for warranty repair. They said it was fine and gave me crappy options to resolve it. I opted to get my wallet back. They tried to ship it back to me no less than 4 times! This happened over the course of 10 months. Their shipper kept saying it was "undeliverable". Finally on the last attempt they said it was lost and offered me a credit which wasn't enough to purchase anything like what I had. I ended up paying extra for a snap closure wallet but at least it did finally arrive. I will never ever ever buy from D&B again.

My first order was confirmed 10/14/23. It was canceled without my knowledge and without any communication from the company. I contacted customer service to follow up 10/27 and their response was a sad excuse for an apology. Amanda, the customer service representative I emailed with multiple times was less than helpful and apathetic.
My second order was canceled in November for reasons still unknown to me. When I contacted them about the cancellation, Henry at customer service simply said I couldn't spend above my gift card amount and hung up. That made no sense to me. I stupidly tried to make a purchase again. The gift card option was taken away at check out so I was advised to make the sale over the phone. I contacted the literal department to make a purchase and the customer service agent said he couldn't help me.
Finally, I waited a couple days to try again, desperately trying to get this sour taste in my mouth overt he abhorrent customer service and to get rid of the gift card. When I went to checkout on 12/1, my gift card balance wasn't returned. On 12/6 I contacted them via email and have yet to get a response back. I called to complain the same day and they said they'd escalate this matter and get back to me within 2-4 days.
They haven't.

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

I bought a Dooney and Bourke purse recently from this company online. I usually go to a department store to buy all my purses. The company was having an online sale so I thought I might as well buy a purse from them. When I received my purse it was ok except for the color that was way off from the color on the D&B website. The return has been a nightmare. I couldn't return the purse without sending out an email to the company and explaining why I was returning my purse. All I wanted was the same purse, only in a different color. The customer service representatives have been awful, one told me my purse has been delivered back to the warehouse and another stated they have no record for the return. It can take up to 10 days for a return to make it to their warehouse through UPS. I truly doubt it takes UPS 10 days to return an item. Ten the company states they need to inspect the purse upon arrival. I never took the wrapping off my purse so that I don't understand then it takes D&B another 3-5 days to put the money back into your account. They make the whole return process very difficult, I don't think they want to give up the return money. This is the 2nd time this month I've had issues with this company. And to top it off the overall quality of all their handbags has gone downhill significantly. So, if you want to buy a subpar purse and then have a company play games with any return you make this one is for you. Me, I'll buy my handbags from another company. I'm done with D&B.

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.

I ordered a wallet for $79 and matching crossbody bag for $89. The bag was a preorder with an ETA in 2-4 weeks. I entered my email address on the bag to receive a notice when the item was in stock. I received the wallet and loved it; can't wait to put it in my new matching purse. I waited an additional week after receiving an email saying the bag was in stock to contact Dooney and Bourke for status. I was informed, by Amanda, that the order was canceled because of demand. The bag was still in stock but the price increased to $119.00. They would not honor the price I originally ordered it for.
I understand demand and price increase, but they didn't even notify me, they just canceled the order. When I called and asked to speak with a manager, the guy transferred me to dead air. The worst customer service ever. They may have a quality product but they are, without a doubt deceitful and greedy.

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.

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!

Ordered purse on December 28,2022. On January 20,2023 STILL HAVE NOT RECEIVED! To avoid delivery problems I had it shipped to my business office which is open 5 days a week and UPS delivers every day there without ANY problems. Customer service said it was a shipping carrier problem. The package is being returned to them and in 10 days will issue credit to me. I wanted the purse not a credit but customer satisfaction is obviously not Dooney problem. Will never TRY to purchase Dooney again!
Order DB*******.

I own multiple Dooney handbags and have tried other competitor brands as well, nothing beats dooney quality.

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.

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!

PLEASE DON'T WASTE YOUR MONEY! NOT A REPUTABLE SITE! ORDER 4 PURSES IN SALE, 3 WAS SHIPPED THE OTHER PUT ON BACK ORDER NEVER RECEIVED, WAS ALWAYS TOLD 10 DIFFRENT STORIES WHEN YOU CONTACT CUSTOMER SERVICE YOU MAGICALLY DISCONNECT! WHO CHARGE EXTRA MONEY TWICE FOR A PURSE THAT SHIPPED DIFFERENT WAREHOUSE? SCAMMER!

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

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 bought 6 bags in the last year from Dooney. Last order was a TEAL FLORENTINE, THEY SENT FOREST GREEN! When I called they said it was the right bag, I didn't feel like sending back! Then I Pre-ordered a Plumeria for my daughter bday over a month ago. I was told I would be sent by 2/11/24. Now today 2/11 they told me 4-6 MORE WEEKS! THEY HAVE PEOPLE ORDERING STUFF KNOWING THEY CANT FILL THE ORDERS! I'M DONE AFTER I RECEIVE THIS BAG FOR HER! IF I HADN'T TOLD HER, I WOULD CANCEL IT! I ordered the Plumeria Bag 2x. First time I ordered with a wallet an they couldn't give me a date to receive so I cancelled. I reordered an chose a different wallet, but then they took the discount an charged me $100 more for the Plumeria saying it wasn't on sale anymore, but everything else was! JUST SCAMMERS! THEY SENT THE DARK GREEN BAG TO THE LEFT, BUT I ORDERED TEAL BAG ON RIGHT! I LOVE TEAL, NOT DARK GREEN! BUYERS BEWARE, THEY ARE SCAMMING!

Worst customer service ever. I purchased a bag for black friday., never received the bag and they don't want to get me a refund. I have now no money to buy another one and no present for my wife for christmas.
STAY AWAY FROM THE HORRIBLE COMPANY.

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'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