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.

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  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:11/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  10/22/22 Order number **********, purchased large Nelly Tote, beautiful bag with the exception of the bottom of bag not completely flat, but had some rippling. I thought the rippling on bottom of bag would flatten out. I contacted customer service spoke to a gentlemen offshore reading a script refusing to forward me to a Manager continuing to call me the wrong name. I advised of the issue and told him would provide pics. I asked if Dooney would consider a discount as the rippling on bottom bag was the only concern. He stated I could return pay a fee of $9.50. This bag cost approx. $184 on sale and should have been sent in perfect condition. I did not complain about the bending marks elsewhere on the tote as I understand about no other way to pack, but the bottom is a concern. I’m asking for a discount. I like the bag and don’t want to return, but if that is what Dooney would like I want to be paid for my gas/time to return just as they want to charge $9.50 as my time is important to me. In the interest of partnership I am respectfully requesting a discount and will upload pictures. Thank you

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Order number: ***********
  Tracking numbers: ******************
  ******************
  Reference #: ****** AND 863110
  
  In February of this year (2022) I moved to my current address:
  8**** ***** *** *** ** ****** ****** ** *****
  In march I went onto BOTH ********** AND *************** and changed my address to the current one. 10 months later on November 9th I placed an order for 4 items. During checkout I selected that this order be shipped to my default address (which should have been the current one). On November 12 when I checked the stairs of my order I realized the shipping address used for this order DID not reflect the change that I made 10 months earlier. Instead it was being sent to my previous address (where I no longer have access). I went in the site and used the live chat feature which yielded zero results. I then sent them a message via email. For 3-4 days I have been going back and forth through email trying to get the address corrected and they REFUSE to help. I went as far as calling the delivery company (***) myself to see if I could change the shipping address myself but *** informed me that the change MUST come from the shipper. They also made it known that the employees at Dooney have the option to change the shipping address of a package all the way up to delivery. I tried calling I Love Dooney Customer service several time to no avail. I was told they could open an investigation to determine the problem with the site and given a reference number. In the meantime however, my order WOULD BE delivered as addressed despite my efforts to prevent it. This morning I get an email stating that they cannot open an investigation because the order was delivered as addressed? As of now I have been informed that my shipping/billing address STILL has not been updated in their system (according to 3 different customer service reps I’ve spoken to over the phone). Essentially, I’m out BOTH my order (Christmas gifts) AND my money.

• Initial Complaint

  Date:10/28/2022

  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.

  I bought a Florentine Large Cassidy Hobo in Natural on sale, but the color will not work for me. Order number - ********** It's a tan/light brown that scuffs VERY easily. I would like to get the same bag but Navy in color so that scuffs, water marks, etc. are not as noticeable. Apparently they do not offer exchanges and will not honor the sale price even though there is no mention on their website that indicates exchanges are not offered.
  
  I do not understand how a company manages to stay in business with such awful, inflexible customer service. I purchased 4 handbags on this order as Christmas gifts for family members, and they would prefer I return all 4 bags rather than process a simple exchange which costs them absolutely nothing. They're charging me for shipping either way. I used to buy Dooney exclusively, but stopped several years ago after discovering other, less expensive brands with a larger variety of styles and colors. I thought it was time to give Dooney another try, and, boy, do I regret that decision. I should have searched their brand reviews first. It's nuts how far they've fallen.

  Business Response

  Date: 11/02/2022

  We are sorry for the inconvenience caused to the customer.  we have a 30 day return policy.  Unfortunately we do not do exchanges.  We do charge a flat rate fee of 9.50 on all returns.

   

   

  We understand the importance of picking the right accessory. That’s why we offer $9.50 flat rate returns on all domestic orders (plus applicable taxes). If you are not completely satisfied with your Dooney & Bourke purchase, we are happy to offer you a full refund within 30 days of shipment. Products must be in new, unused condition.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 new Florentine small satchel bag in the color natural. When I received it, it had scratches and looked used. It was not wrapped completely either-some of the hardware was not covered. When I messaged them within 7 days of receiving the purse, they said I could get a refund, not a replacement. I was told I could get a refund and order another one at full price. Why would I do that and possibly get another marked up bag? And pay more? This seems scammy and doesn’t seem like a reputable company. I ordered a new bag not a refurbished bag or used bag.

  Business Response

  Date: 11/02/2022

  We are sorry for the inconvenience caused to the customer.  The customer can return the bag stating it was defective and request a replacement or return the item for a refund.

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have been told by other customers that they never get a replacement bag and they only get a refund even if they ask for a replacement.  I would be willing to do this is they can guarantee I will get a new bag instead of a refund.  
  
  Sincerely,
  
  
  
  **** ************

  Business Response

  Date: 11/02/2022

  We are offering you a replacement.  we will update the original order.  Please also include in the return paperwork to see notes 

  Customer Answer

  Date: 11/02/2022

  
  
  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,
  
  
  
  **** ************

  Customer Answer

  Date: 12/12/2022

  ***** ********** **********************
  ***** ******* ******** ** **** **** **
  *** ********** ***********************
  ******** ****** * ****** *****
  
  
  

  I put in a complain ******** about a month ago with Dooney & Bourke. Well, they did not send me a new purse like they guaranteed me. I even called and told them to look at the notes.I also had written see notes on the return slip inside like I was told.  No they said I could order a new one but they don’t offer exchanges. Told them to look at the notes and that there was a BBB complaint filed. They said there were no notes.  So I ordered a new purse last weekend after they went on sale again. I got a used purse that is worse than the last one. Half of it wasn’t wrapped, the metal is all discolored and scratched and of course there are scratches. The embossed Dooney looks worn.  I would like a NEW purse from them before I send this one back and I would like it at the first purchase price of $235.00.  I knew they were going to do this again. Please help.

   

  --

  **** **** ***** ******

• Initial Complaint

  Date:09/30/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 July 30, 2022, I made a purchase with Dooney & Bourke (order #**********) in the amount of $138.03 using the *** *** app. This would divide my payments in four bi-weekly payments with a down payment of $35.50 to *** *** (*** *** transaction #******-******.) D&B would be paid in full at time of purchase using a "virtual **** card / #****" provided by *** ***. The card was applied for and used immediately for the purchase. All was well on the D&B side of the transaction. The following day, I was notified via email by *** *** that the transaction was not successful and the virtual card had expired (even though it was used immediately) and that a refund had been issued to me for the down payment So, back and forth I went between D&B via chat and *** ***. Both D&B and *** *** indicated that the payment was not an issue on their side. As one of the two companies is due this money, I forwarded a letter to both Dooney & Bourke and *** *** on August 21, 2022 to clear this up. Neither company has responded and as of today's date and this item remains unpaid. *** *** did, indeed, refund the initial payment in the amount of $35.50. I would like help to correct this issue and settle the discrepancy. The *** *** location I contacted via mail was as follows: **** **** *** **** ****** ****** ********* *** ** ***********  Your help would be appreciated. Thank you.

• Initial Complaint

  Date:09/26/2022

  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.

  I purchased a handbag from Dooney and Bourke in August 2022. Thinking that it would be my bag for the Fall/Winter months. I want a refund because I found that I am dissatified with so many the handles that the bag has and I would like to try a different bag, like a hobo, which only has one large strap. I have not taken the bag out. Just look at it and know it's not the right style for me. I would like to purchase the hobo bag from Dooney and Bourke. The current bag was shipped to me on 08/03/22. When I finally made the decision on the best bag for me, it was 09/23/22 and I wanted to return it, since I haven't worn it yet. I called them at ###-###-#### and they won't give me a refund because its over 30 days which I did not know. These bags are quite nice and quite expensive so I want the best bag for my style and taste. I told them I was not aware of the 30 days policy and would be glad to pay for shipping charges. They would not budge. Can you help? My order # was **********, Style was *************, color: Cognac. Paid $208.80 with $13.05 taxes, the total was $221.85.

  Business Response

  Date: 09/28/2022

  We are sorry for the experience caused to the customer.  We allow 30 days for returns.  As a one time courtesy we will accept the customers return upon inspection.  The item must be new, never been used and in restockable condition.  The customer is responsible for the return shipping fees. 

  Unfortunately we do not do exchanges.  The if the item is in restockable condition the customer will receive a refund.  

   

  please ship via *** or return via *** ground or insure mail along with the packing slip and the reason for the return.  If you do not have the packing slip please include you name, address, and daytime phone number.

   

  Dooney & Bourke

  * ****** **
  
  ******** **  *****

• Initial Complaint

  Date:09/14/2022

  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.

  I purchased the caramel-colored Briana handbag on 08.28.22. I did not receive the caramel-colored bag but a taupe color. In addition, the leather trim surrounding the opening of the bag was damaged and defective. The trim was sewn overlapping in the front of the bag slightly off center so that it was very noticeable also, the same trim was two different colors where it overlapped. I contacted Dooney & Bourke to exchange the bag but when I mentioned that I had purchased the bag on sale the representative said oh, like that explains everything. He stated that I would need to submit pictures for review, and someone would contact me via email. I explained that I had packed the bag in preparation for the exchange. He stated he would forward my request without the photos and someone would respond via email within 48 hours. The paragraph below was the response from Dooney & Bourke:
  Thank you for contacting Dooney & Bourke. This email is in reference to your order DB----. We apologize for the inconvenience caused by the fact that you received the incorrect color and defective bag. Please note that we are not offering any exchanges or replacements and you will have to send the item back to us by using our online return label.
  It appears that Dooney & Bourke is selling defective handbags at a discount and not disclosing that they are defective. I was given two choices; keep the defective bag or return it at my expense. I dumbfounded that a company that has a reputation for quality merchandise and excellent customer service provided neither.

  Business Response

  Date: 09/28/2022

  The return label shows a 9.00 fee which would be dectucted from the refund.  However, if the item is defective the return fee would be waived.

• Initial Complaint

  Date:08/30/2022

  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 ordered a month ago from Dooney and i didnt get notification from them or the carrier that its gonna be delivered sunday am, i didnt get the 2 items that the agent said was delivered on sunday am,I learned it around tuesday when i called their costumer service that is in India to report that somethings wrong with my dooney account i cant logged in always prompting technical problem i cant get in to check the status of my order, the agent open it at their end and checked it for me because i have several orders. I said i didnt receive that packages where did the carrier left it, and they said according to ***** it was delivered to a gated house,(its either it was delivered to a wrong house or it was just left next to my mailbox which is not safe its outside the road and can be easily picked up a lot of packages and mail are stolen) i said my House Doesnt have a gate i provided them with this picture So Dooney conducted an investigation more than 2 weeks and promised me they will refund me the money, but until now i didn't get my refund, I called them this morning and Carol said i have to withdraw the dispute report to my credit card so they can return my refund which is $534.36, this is been a month since it happen i hope you can help me with them so they will really do the refund and not let me wait anymore, cause im paying the charge to my card and also my credit report is being affected while its in my card, I attached the front view of my driveway.

  Business Response

  Date: 08/31/2022

  On 8/29 the customer spoke with one of our associate and was informed that since she disputed the charges with her credit card company we are unable to issue the credit.  If she closes the dispute, we can issue the refund.

  Customer Answer

  Date: 08/31/2022

  
  
  Better Business Bureau:

  Dooney Carol said they will refund me the money within 7 business days and i hope they will and i dont have to wait for 1 month again because this is already a month since my package is been lost and been reported to them and they conducted 2 weeks of investigation, please please i just want my refund
  
  
  
  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:08/26/2022

  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.

  bought a handbag from dooney and bourke in July. Won't give me a refund because its over 30 days which I did not know. Contacted my credit company and they are looking into this situation as well. D&B gave a number to call if I should run in any problems.called the number and I told them I was not aware of the 30 days policy and would be glad to pay for shipping charges. They are not budging on this. Can you help

  Business Response

  Date: 08/29/2022

  Please provide the order number so we can further assist you

  Customer Answer

  Date: 08/29/2022

  The order number is **********. Purchased handbag on July 19, 2022. Was away and didn't open package until August. DIdn't realize there was a 30 day return policy. However, I just wanted a smaller handbag. ILOVEDOONEY have not been cooperative at all. Handbag paid in full

  Business Response

  Date: 08/30/2022

  We apologize for the inconvenience.  You may return the bag to us.  Unfortunately because the bag is past our 30 day return window, we can not create a return label for you.  The customer is responsable for the return shipping fees.  Please ship the item back to us via UPS ground or insured mail.  Be sure to include the original packing slip and the reason for the return.  In order to receive full credit the bag must be in the original packaging and in restockable condition.  

   

  Ship to:

   

  Dooney & Bourke

  ** ******* ****
  
  ******* **  *****

• Initial Complaint

  Date:08/09/2022

  Type:Billing 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 ordered bags in 2020 and paid for them at time of purchase. Dooney said they just did an audit and found I made purchases in 2021 and did not pay for them. I reviewed my purchase history on their site and it is gone. They said they recently upgraded their site so the orders aren’t showing up. Please help me. I am definitely being scammed.

  Business Response

  Date: 08/15/2022

  Please see email below that was sent to the customer on 8/11

  Good Afternoon ******:
  
  Per your request, below you will find the unpaid Orders on
  your Dooney & Bourke Account- *******. At the time of the purchases, you
  used a **** **** ****** ** **** and we are not showing payment for the
  following orders below:
  
  12/31/2020-       **********       ($187.60)
  1/07/2021-        
  **********       ($34.20)
  2/01/2021-         **********       ($169.00)
  2/05/2021-        
  **********       ($258.00)  (DB10007271 settled for the same amount, diff cust# 7124503)
  3/18/2021-        
  **********       ($148.50)
  3/18/2021-        
  **********       ($148.50)
  3/18/2021-         **********       ($142.50)
  4/09/2021-         **********       ($149.00)  (DB03326629 settled for the same amount, diff cust# *******)
  
  
                               
  Total=                 
  ($1237.30)
  
  Please look
  over your credit card statements, as you will not find the above charges from
  Dooney & Bourke on them. Should you find you were charged for any order
  above, we will need proof of payment so we can adjust your account accordingly.
  To resolve this issue, we will need your full credit card information (card#,
  exp- date, sec#) and you can call either (###-###-#### or ###-###-####) so we
  can process your past due payment ($1237.30) for you as soon as possible. If
  you have any questions let us know.
  Thank You,
  
  Tom E****
  Collections
  Department
  Dooney &
  Bourke
  Phone:  
  ###-###-####

  Customer Answer

  Date: 08/16/2022

  ***** ****** **** ******************
  ***** ******* ****** *** **** **** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
   

  This is false.  I did NOT purchase handbags from them in 2021, it was 2020, and I did not use a credit card, it was my **** debit card.  This is all false.  If what they are saying is true why don’t they have a record of it?  If they have a record of it, why don’t they show me?