Complaints

This profile includes complaints for Dooney & Bourke, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Dooney & Bourke, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dooney & Bourke, Inc.

  1 Regent St Norwalk, CT 06855-1405

• 

  Dooney & Bourke, Inc.

  PO Box 841 Norwalk, CT 06856-0841

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/30/25 I purchased Dooney bag *******-Twist strap hobo-Pale Blue for $134.64 (with shipping + handling) I received the bag on 7/7/2025 when I opened the rather large box the bag is way too big so I never took the bag out of the plastic over wrap, I called Dooney & Bourke and explained to the customer service agent that the bag was too big and I wanted to return it. The agent told me they can send me a return label but they have to take $10 from my original payment amount, I asked why? The agent told me that when you use our return label then we take $10 which is seen on the website from your payment amount. So I politely put the unwrapped bag back into the original box and will ship it at my cost to Dooney & Bourke and I want my full refund plus my shipping fee (around $30) I have bought 4 bags from Dooney and have never had a problem with any purchases, when I order purses from Michael Kors and Coach I have never had to pay a return fee.

  Business Response

  Date: 07/08/2025

  In reference to ******* ****** complaint, please see below,

  We do not offer free returns: we offer a return label at $10.00 for the order return which is deducted from the refund.

  If the customer opts to return the purchase on their own and not accept our label offer, they are responsible for the cost of shipping the item back to us, shipping fees are non-refundable.

  This is listed on our site under RETURNS.

  I would imagine that when the carrier told her the cost of shipping the item back, she would have called us back to take the offer, but we did not hear from her.

   

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I oreder a bag and matching purse January 21, order #**********, January 21, 2025 in the amount of 361.51. I received the items sometime in January. Within a couple of months the coating on the leather started to rub off (see attached). I allowed Dooney the opportunity to make this right under their warranty (see attached) but they declined and were of no help. At this time I am requesting a full refund on the items. For this money, the coating should not have worn off. This is a defect in craftsmanship under the warranty. If not, the warranty is deceptive and misleading. I’ve had other bags from quality manufacturers for decades that have never had this type of problem.

  Business Response

  Date: 06/16/2025

  GOOD MORNING,

  IN REFERENCE TO COMPLAINT # ********, I HAVE EXAMINED AND HAD RETURNS & REPAIRS EXAMINE THE BAG AND IT IS

  NOT A MANUFACTURERS DEFECT..  SOMETHING HAS CONSTANTLY RUBBED OFF THE CORNER AND THE FINISH FROM THE LEATHER.

  SHE WAS CONTACTED BY OUR CUSTOMER SERVICE DEPARTMENT WITH THIS REPLY.

   

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is a manufacturer defect and should be covered under the warranty because the process by which they coated the leather…clearly not dyed as it should have been…is defective. It should not have started wearing off like it has. This company is digging in their heels on this and I will continue to do the same.  
  
  
  
  
  ******** ********

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a bag directly from the Dooney and Bourke website 3-21-25 using my virtual credit card # for my physical credit card. Today I get notified of a charge in the amount of 429.30 charged to this same virtual card #... 5-20-25 except for I didn't make this charge. I logged intoy Dooney account and have no saved payment methods and the last purchase reflects my 3-21-25 purchase. After speaking with capital one, they confirmed the charge was made using the same virtual card # as I used in March and only the merchant and myself would have had this information. Someone at Dooney stole my card information and made the charge. We have filed fraud, but this company needs to be inspected for storing virtual account info with the consumer didn't save it, this is FRAUD.

  Business Response

  Date: 05/28/2025

  GOOD MORNING,

  CUSTOMER CALLED BACK AND SPOKE WITH STEPHANIE IN CUSTOMER SERVICE YESTERDAY AFTERNOON.

  STEPHANIE EXPLAINED TO THE CUSTOMER THAT HER CARD NUMBER WAS NOT STOLEN, NOR IS IT SAVED ANYWHERE IN OUR SYSTEM.

  STEPHANIE EXPLAINED TO HER THAT IT WAS A SYSTEM ISSUE THAT RAN AN AUTHORIZATION HOLD USING A TRANSACTION ID, THIS ISSUE HAS

  BEEN CORRECTED AND THE TRANSACTION WAS VOIDED.

  PLEASE ACCEPT OUR APOLOGIES.

  THANK YOU

  Customer Answer

  Date: 05/28/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an exclusive item that was listed as white. When I received the item, it was black. I already have this in black & was only seeking to receive the color I thought I ordered. They told me they cannot guarantee it to be white but no where did it way black or white. So then for me to return it, I have to pay $10 to return it. It does not say anything about no returns. I wanted all my money back as I did not get what I thought I bought.

  Business Response

  Date: 06/03/2025

  IN RESPONSE TO THIS CLAIM,  A CREDIT WAS ISSUED TO **** ****** IN THE AMOUNT OF 50.85 TODAY THE THIRD OF JUNE. WE ARE SORRY FOR ANY CONFUSION IN ORDERING THIS ITEM 

  REFERING TO THE COLOR.  

  Customer Answer

  Date: 06/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order number *********** on 5-6-25. The item was delivered to the wrong address. At 3:18pm ON 5-12-25, I called ILOVEDOONEY, spoke with a very incompetent rep named Oliver who was asking me questions he knew the answer to or that I could not answer b/c I was not responsible for ensuring the package would be delivered to the correct address. He transferred me to a supervisor named Linda who gave me case#******. To date I have not received my package. I received an email from a rep named Christy who was not empathetic to my situation, did not provide an alternate solution and is refusing to refund the full amount of purchase on 5-14-25, stating there is nothing they can do until they hear from ***. So now I do not have my package but you have money. At the very least, a replacement could have been offered to me while your company works this issue out with ***. No one has asked me for proof that the package was not delivered to my house and no one has offered alternatives to resolve this issue quickly. I have purchased almost every month since 11/2024. How dare your company NOT offer a solution that best meets my needs since you have my money. This may not be a lot of money to your company, but it's my money and you have basically stolen from me. I deserve the item for free at this point b/c I have been treated so poorly by your staff and you have taken my money without providing a product nor a reasonable alternative. Please contact me immediately.

  Business Response

  Date: 05/15/2025

  DOONEY & BOURKE PUT A CLAIM INTO *** FOR THIS ORDER.  IT WAS APPROVED BY ***, WE WERE REIMBURSED AND A REFUND WAS PROCESSED TO *** ******* ON 5/14/25 TO HER ****** ACCOUNT,

  REFUND #********

  Customer Answer

  Date: 05/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not given a full refund in the amount of 146.74 for my purchase. Additionally, I have been a loyal customer and NO ONE…. I repeat no one has apologized for taking my money with no product or acknowledged the value of my business. I also was not offered a replacement when I have stated that is what I wanted. Your company is a disgrace. Please ensure the full amount of my refund is sent with a reference number. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 05/30/2025

  TO WHOM IT MAY CONCERN,

   

  AS STATED IN MY LAST RESPONSE. This was refunded in full. The total of $146.74 was refunded
  back to her ****** account on 05/16. 

  OUR APOLOGIES FOR ANY CONFUSION THIS HAS CAUSED THE CUSTOMER.

   

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************
  Placed on 03/26/2025 ***
  
  Website ****************************************
  
  I’m ordered a bag and it’s a fake. I cannot get ahold of

  Business Response

  Date: 04/30/2025

  GOOD MORNING

  I AM WRITING IN RESPONSE TO COMPLAINT # ********, ***** ****.

  THE PHOTO SHOWS DOONEY & BOURKE PRODUCTS WITH SALE SIGNS OF 40% OFF.  THE PHOTO ACTUALLY LOOKS LIKE IT WAS TAKEN AT ONE OF OUR OUTLET STORES.

  IT IS NOT A *** SITE.  *** IS AN OFFICIAL SELLER OF OUR PRODUCTS.  THEY SELL GENUINE MERCHANDISE AND WOULD NEVER SELL A COUNTERFEIT.

  I AM SO SORRY YOU WERE DEFRAUDED!  THERE ARE A LOT OF COUNTERFEIT SELLERS DEFRAUDING BUYERS ON A DAILY BASIS.  IF IT LOOKS LIKE A DEAL, IT 

  MOST LIKELY IS NOT.

  PLEASE ACCEPT OUR APOLOGIES.  YOU CAN CALL YOUR STATE ATTORNEY GENERALS OFFICE AND FILE A COMPLAINT.

  CAROLYN D******

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about April 3, 2025, I was about to purchase an item from Dooney & Bourke and was offered a 20% of discount on my next purchase in exchange for providing my email address for marketing purposes. I did so and received an email with a promo code for the 20% discount but when I tried to use the code it would not accept it. The email did not indicate there were any exceptions. I contacted customer service who said my purchase was not eligible for the discount. When I asked where the language was regarding the exception, I got no answer, just a repetition of the not eligible. I felt duped. I provided something of value and expected D&B to be true to their word. I believe it is false advertising. This is not a large dollar amount. I was looking to purchase a $65 item, nylon front zip tote.
  
  What I am looking for is an apology and for D&B to give me the discount they promised.

  Customer Answer

  Date: 05/08/2025

  The company responded directly to me and said they would honor the discount. I ordered the product and was told the discounted amount would be refunded to me. If that happens, I will be satisfied. 
  
  Thank you for your attention to this matter. 

  *** *****

  
  

  Business Response

  Date: 05/14/2025

  Dooney & Bourke has reached out to the customer *** *****, discussed and resolved her concerns.  Any questions please feel free to reach outl

  Customer Answer

  Date: 05/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See email below - I have reached out twice since receiving, no response and still no refund.Based on their policy, it should already be in my account:
  
  On Monday, March 17, 2025 at 11:20:47 PM CDT, Dooney & Bourke Support wrote:
  
  
  Hi *****,
  
  Thanks for contacting Dooney & Bourke. We sincerely apologize for the inconvenience caused. Your order "**********" for the item "All-Weather Leather 2 Duck Bag-Jeans *******" was received on 3/10/2025. Once we receive the item, it takes 2-3 business days for the inspection, and after that, it usually takes 5 to 10 business days for the refund amount to get reflected in your account.
  
  If you require any further assistance, please do not hesitate to contact us again, and we will be glad to assist you.
  
  
  Regards,
  Daniel
  Dooney & Bourke
  
  

  Business Response

  Date: 04/28/2025

  Yes, this was refunded on April 8th. It is 10.00
  less for the return label fee.
  
  
  110.42 LESS 10.00 RETURN LABEL FEE  TOTAL REFUND 100.42

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  I ordered a bag from Dooney and bourke on March 14, 2025. Order number **************.
  Usually the orders are shipped within 2-3 business days. It is not the 1st time that I ordered from them.
  However this time I did not receive any emails. So I contacted the customer service twice. 1st answer I was told I will have an answer in 48 hours maximum. Because I
  didn't receive any answer I reconnected the customer service so I was told need to wait little bit longer?? It is more than 72 hours now, no one contacted me or send any updates. I just checked the order it is the same status as before. For this reason I request my money back. Thank you for your help. Have a nice day

  Customer Answer

  Date: 04/10/2025

  Hello, 

  I do not have any updates. Will be one month on April 14, 2025 since I ordered. The company does not respond to my e-mails. 

  I want my money back. 

  Please help. 

  Thank you for your support. 

  Business Response

  Date: 04/28/2025

  The customer placed an international order on our website.
  The item ordered was on backorder at the time.  The customer emailed us on
  4/13/2025, 9:18 PM to get an order status.
  The customer was emailed back by us on April 14, 2025 at
  12:06 PM:
  Good Afternoon,
  
  Thank you for contacting us.  The item from your order was a pre order
  item that did not ship out to our international shipping facility ********
  until 4/2/25.  They have received this item and it is being processed and
  prepared for shipping out to you.  Once this item ships, you will receive
  an email with *** tracking.
   
  Regards,
  Christy
  
  Customer was emailed by us again on April 18, 2025 at 9:09
  AM:
  Good Morning, 
  
  Thank you for contacting us.  Your order is on the way.  It shipped
  via *** with tracking# **********.  Please contact us
  back if we can further assist you.
  
  Regards,
  Christy
  
  The customer was also sent an email from ********  (
  our international shipping partner) on 4/15 with a shipping notification.
  Date? User Operation Additional Information
  2025-04-15 23:28:35 Mailer Email sent: OrderDispatched To: **********************
  Subject: Your order has been shipped! - Dooney & Bourke by ******** -
  order number **************
  Language: English - ****** *******
  
  *** website shows the package was delivered to the customer
  on April 23, 2025.
  
  Wednesday, April 23,
  2025                                                    
  Location                                                                      
  Time                       
  Pieces
  ** ********* ****** ******* **** * ****** * ****** 17:26  1 Pieces
  
  
  

  Customer Answer

  Date: 04/29/2025

  ***** ***** ******* ************************
  ***** ******* ***** *** **** ***** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* ***necticut Regarding Complaint #********

   

  Hello,

  Please close the case. 

  I received my order from Dooney and Bourke. 

  Thanks 

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a handbag from Dooney and Bourke. Supposedly, *** delivered on 3/19. We have cameras that records and alerts when someone approaches. That never happened. I’ve contacted both Dooney and Bourke and ***. Each one opened an investigation but each is telling me to contact the other. No one wants to take responsibility or refund my money.

  Customer Answer

  Date: 03/21/2025

  You may close this. Package was found. Thank you.