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:02/21/2025

  Type:Customer Service 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.

  I ordered a purse on 1/27 and never received it. Every time I have tracked the order the date would get further and further out. After three weeks I finally emailed D&B. I tried to “chat” with them via their website on several occasions but got absolutely no response. I emailed and asked about the status. I received an email back from Christy stating that they would check on the shipping status, but that could take 1-2 wks!?.? To check the shipping status? Later that same night I received a text from *** letting me know there was a shipping exception on the package. The msg stated that the delivery was rejected by the recipient and was being returned to the shipper. No one ever tried to deliver that package to me. I emailed D&B about this and have yet to receive a response from them. I order a lot of things online and this is by far the worst experience I’ve ever had. They took my money, I never got a purse and now they won’t respond or refund my money! I expected way more from this company and I will NEVER purchase anything from them again!

• Initial Complaint

  Date:02/11/2025

  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.

  Although they say that they will repair an item if it's past the one year warranty they outright refused but they do promise a lifetime of enjoyment with their guarantee I will upload that guarantee they say that it should be enjoyable for a lifetime but it isn't with those peeling problems the the metal is coming off the shiny part of the metal is all tacky leather is coming out on the piping I mean plastic is coming out of the leather piping

• Initial Complaint

  Date:02/04/2025

  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.

  I purchased a bag on 01/03/2025 and returned it within a day or so because I decided I didn't like the item. I shipped it back and they received it on 01/13/2025. The new return policy should have reimbursed me by 01/30/2025 and I still have not received my money. Order # **********. I just want my money back.

• Initial Complaint

  Date:01/21/2025

  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.

  I have continuously contacted this company and spoke to multiple incompetent employees regarding this matter. I placed order# ********** and literally minutes later I cancelled the order online and I called and spoke to "Spencer" who provided me reference#****** and assured me that my order was cancelled. I then receive an email from Cristy telling me that the order had already been shipped and couldn't be cancelled. I called back and spoke to "Nick M*****" and he told me to still proceed with the return process and give the reference number that "Spencer" gave me and the shipping would be waived. I called back the next day and spoke with "Blake" who told me that there weren't any supervisors available and call back to speak to a "special department". I called back the next day requesting a supervisor due to being beyond frustrated and it was someone named "Carol". She emailed me a return label and also specified on the return label (which I will attach) that I should not be charged for the return. I called a week later and spoke to a supervisor named "Christine" because I also ordered a purse that started falling apart but due to the nightmare I've been dealing with I am also hesitant about returning it. She sent me a return label for that item as well. I then inquired about them receiving my initial return and she said it had been received and a refund of $31.44 was processing but she saw that I was supposed to receive the full $41.44 and she reached out to "accounting" to fix the issue. Of course, I still only received the incorrect refund of $31.44. I called today and someone named "Jason" told me that it is up to "Stephanie" to return the remaining $10. WHO ** *** **** IS STEPHANIE, and how does this matter concern her? I want my money back and I WILL NEVER UTILIZE DOONEY AND BOURKE NOR THEIR PRODUCTS AGAIN!

• Initial Complaint

  Date:01/17/2025

  Type:Delivery 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.

  I purchased two purses from Dooney&Bourke on January 5th,2025. Both items purchased showed in stock at the time of purchase. Dooney&Bourke confirmed my order for processing and sent a shipping confirmation. Upon delivery and opening the package, there was only one purse in the box. I contacted Dooney&Bourke on January 16th to report the missing item. They then told me that the camel colored backpack purse that I purchased was on back order for 4-6 weeks. The website as of today is showing the backpack purse in stock and not on back order. I called Dooney&Bourke on January 17th and spoke with a supervisor by the name of Stephanie S that advised they could not offer any sort of solution to rectify the false advertisement and lack of communication that the backpack purse is on backorder. Imagine the panic caused by thinking both items were processed and shipped only to open the box and find one item. Dooney&Bourkes customer service was distasteful and basically was communicated as oh well you have to wait 4-6 weeks. I respectfully request that Dooney&Bourke offer a resolution to me as the company never communicated that the item was unavailable during multiple steps of processing my order. I have attached the screen shot of the item listed on their website as of today January 17th as in stock, I also have attached a screenshot of the deceptive shipping confirmation as if both items were shipping and they only shipped one item.

• Initial Complaint

  Date:01/17/2025

  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.

  I purchased two leather handbags from Dooney & Bourke. They both arrived with defects. One had a small gouge out of the leather on the front of the bag. While small, due to the location and dark color of the bag, it stands out extremely noticeable. For a bag this price, it should not have this defect. The second had wrinkly/cracking leather used for the back side of the bag. Again, for a bag that is this price, it should not have leather such as this. I returned the bags per Dooney & Bourkes policy, marking both as being returned due to defects. In the case of defective items, per their policy, the customer is not to be charged for the return shipping cost of $10.00. The returned bags were received by Dooney & Bourke, the return was processed, however I was charged the $10.00 return fee. I emailed Dooney & Bourke customer service regarding this, as well as providing pictures of the bags with their defects. Emails were sent on 1/8/25, 1/10/25 and 1/14/2025. I have not received a response from them, nor have a received a refund of the return shipping. I am attaching to this complaint the photos of the defects that were sent to Dooney & Bourke.

• Initial Complaint

  Date:12/31/2024

  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 12/28, I ordered a duffle bag for an upcoming trip and paid extra for expedited delivery (2-3 business days). On 12/30, I tracked the order to check the delivery date and discovered it had been canceled without any notification via email or phone.
  
  I contacted customer service and spoke to two representatives about 20 minutes apart. The first claimed the issue was with my billing address not matching my shipping address. However, I used my ******** ******* card, and my billing and shipping addresses are identical. I verified this in the order confirmation email, which showed the correct address.
  
  To investigate further, I contacted ******** *******, who confirmed the charge was successfully processed and then refunded by the vendor the next day. This ruled out any issues on the payment processor’s end.
  
  When I called Dooney's customer service again, I was told the issue was with the security code. However, this explanation doesn’t hold, as the charge had gone through initially.
  
  No one at Dooney could provide a clear explanation for why my order was canceled or why I wasn’t notified. I suspect the cancellation might relate to my address being flagged as a fraud risk due to its association with low-income areas. If so, this decision was both unfounded, poorly handled, and perhaps illegal.
  
  I still have no honest or consistent explanation for why my order was canceled.

• Initial Complaint

  Date:12/13/2024

  Type:Delivery 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.

  Placed an order with Dooney and Bourke on 12/3/2024. 6 items were ordered at various cost for my two daughters. Paid the expedited shipping because their free shipping is a upsell scam, in my opinion. They processed my payment for the full amount. The promotion pricing was during the Thanksgiving/Cyber Monday period. The DB App still to this day shows that all product has shipped. I received one box with half the order, unit wise. Going back to the website, everything looks on track, but with delivery delays. I contact UPS and they indicated they did not pick up anything else for me from DB.
  Customer service from DB finally indicated that they cancelled the remaining half of the Christmas order. This was done without any communication or notice on their APP. I asked why and they indicated that there was a processing issue with my bank payment for roughly half of the order, which was paid with one charge for the total amount. I indicated that was impossible. I contacted my bank to discuss the situation and was assured that DB’s claim was untrue. So, after a period, they issued a credit to my bank, but never communicated that fact with me, so I was totally unaware of the Christmas issue for almost 10 days, other than not receiving that portion of the order. I called the corporate customer service number. I believe Aria was a remote worker, as it didn’t seem very corporate. After sending her my official concerns to be addressed, I never heard back. SO, now I risk not getting any reorder from elsewhere in time and obviously I’ll pay more for like items as we’ve moved beyond Thanksgiving and CM promotion specials.
  Buyer beware!!! This complaint is service and not product quality related, which is just as important. I understand from reading up more that one of the founders may be serving or did serve time for something criminal related.
  DB should make this incompetence right!!!
  AGAIN BUYER BEWARE!!!

  Customer Answer

  Date: 01/14/2025

  BBB Team,

  I did hear back from DB quickly after filing my complaint with your company. However, while they immediately reentered the part of the original order they cancelled, and confirmed the cancellation was due to DB running out of product to ship. They also admitted that their customer service department lied about a processing problem with my card…..remember, half of the order was shipped, which mean the total dollar amount was approved, which was never in doubt. Thank you for your effort and support. 
  ******* *******

• Initial Complaint

  Date:12/05/2024

  Type:Delivery 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.

  I ordered a bag/purse from this horrible company. They Myreceived it. The photo that *** provided is not where I live it is not my residence. And despite evidence of their own mistake, they continue to tell me that it’s not their problem. They’ve even said there’s nothing they can do. They’ve stolen my money, they don’t

• Initial Complaint

  Date:11/04/2024

  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.

  Defective Product - Dooney & Bourke
  I rarely use this item and contacted customer service on 11/1/2024 to report a manufacturing defect when the rivet holding the handle on came off and left the item unusable. The company posts a 'Dooney Guarantee" against workmanship for the length of one year, but are failing to honor. I am requesting a replacement or refund, they have informed me they will not provide.