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:03/19/2024

  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 purchase a bag on 3/18 for $142.82 from Dooney annd Bourke. They had an 50% off sale and I had an 10% one time use coupon that was used for the transaction. Upon receipt of the bag I noticed the metal tag affixed to the front of the bag is discolored and scratch. Within hours of receiving the bag I contacted them about the defective item. I was told I would need to return the item and then repurchased. Since the sale is over and the coupon was used I requested that the price I paid originally is honored for the new purchase since I am returning the item due to it being defective. I was told no. I find it unacceptable to receive an item that is defective due to their own workmanship and have to pay full price for a replacement. Not to mention based on their return process I will lose $10 for shipping and it appears my sales tax will not be refunded either. So I will lose almost $20 for something not my fault and will not be able to replace the bag at the price I originally paid.

  Business Response

  Date: 04/11/2024

  Customer returned the bag and was issued a full refund on 4/4/24.  She was not charged the return fee.  total refund was $142.82

  Customer Answer

  Date: 04/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I ordered the bag for $142 using a sale price along with a 10% one time use discount coupon. I wanted the bag but due to manufacturing defects it had to be returned. My complaint was that the price I paid for the bag was not being honored on a reorder due to a defect that was not caused by a negligence on my part. Yes, I did get a refund since I returned the item but I have not been provided any type of discount code or coupon to reorder the item at the same price. My discount code was a one time use code so that needs to be reinstated since the item had to be returned. So to be very clear since it seems like it wasn’t in the first complaint, I want the $142 price honored on a new purchase.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 04/22/2024

  Customer was contacted by a Representative.

  Customer Answer

  Date: 04/22/2024

  
  
  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:02/20/2024

  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 handbag and wallet in January 2024. I intentionally had my items shipped to my business address since there is always someone there to accept packages. My order was shipped to the wrong address and I never received it. I filed a dispute on February 7th. Customer service informed me I needed to wait 1-2 weeks for a resolution. I still have not heard back from them. If my package was sent to the wrong address, I should immediately be given a refund, no questions asked as this error is on Dooney and Bourke, not me. In the meantime, I keep getting the run around and I have a feeling I will not be getting my money back. I had no idea such a timeless company did business in this fashion. I am so disappointed in the lack of customer service, I will NEVER purchase another item again. I wish I had read the reviews before placing my order.

• Initial Complaint

  Date:02/02/2024

  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 Dooney & Bouke Moana backpack. Registered my item. Used one time for about 2 hours. The straps and handles are falling apart. I filled out the correct form. I sent in multiple pictures. I was told to mail my item to them insured. I requested a shipping label. Once received, I mailed my item to them. Received an email saying they would charge me for the repair of the straps $20, no charge for the handles plus a $10 shipping and handling fee plus tax.
  I told them my backpack should be repaired free of charge and sent back to me with no shipping and handling fee or replaced per their iron clad unconditional warranty. Ask for an escalation, called in twice, spoke with Stephanie who said she would speak with the repair department. Was told that the repair department did not deem it as a manufacturing defect. I am not a satisfied customer. This is supposed to be a durable leather product. It should not have a problem the first and only time it was used. This is not normal wear and tear. Need your help in resolving this matter ASAP

  Business Response

  Date: 02/15/2024

  Customer spoke to an agent on 2/5 and was informed that the there was no manufacturers defect.  Customer agreed to pay repair fee.  Customer was also informed that we do not returned to her as all damaged merchandise gets disguarded

   

  ****** ******
  
  Feb 05 16:57
  To:
  Dooney & Bourke
  Show more
  Carol,
  
  Thank you for sending me a picture of the strap that I requested.  It took me a while to get the picture to load.
  
  I will call you tomorrow morning to give you my payment for the repair.  Per our conversation, it was be $20 to repair the two straps as well as the handle and the $10 shipping and handling fee will be waived.
  
  I am also kindly requesting that both the original straps and handles be returned with my bag after the repair.
  
  Please confirm that this will be accomplished.
  
  Sincerely,
  
  ******

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I still 1000% disagree that I should have to pay for the repair.  The repair department manager at Dooney & Bourke now claims that I cut the straps.  I asked Carol the customer service supervisor if I could receive the picture that she received from the repair department. Once received I then forwarded Carol another view of the straps and asked her for an exclamation of how they are not considering this a manufacturing defect.  After going round and round and not getting anywhere, my final attempt for resolution was to kindly ask that  the oriingal straps and handles that they are replacing be returned. They refused, saying they cannot do that. 

  In their response to the BBB, saying that I agreed to pay for the repair is not entirely true.  Yes, I did pay for the repair but what choice did I have. I definitely made sure that Carol knew that I am not happy with having to pay for the repair and I still contend that the damage on the straps and handles are indeed a manufacturing defect and should absolutely be covered by their iron clad unconditional guarantee.

  
  I attempted to upload the picture that i had sent to Carol but it seems that the file is too large to add to this complaint.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/25/2024

  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 a pocketbook on 1/2/24 it has been processing since. After many phone calls I was told I probably would not be getting it. So I purchased another. The next morning I received notice that I would now receive. So I tried to cancel the new purchase right away. I was told I couldn’t because it was processing. That was two days ago. They both are still processing. I do not understand why it something is processing for days or weeks why one cannot be canceled. Except they get a $10 fee for a refund.
  So for now I have no idea how long this will go on. Not very good customer service

  Business Response

  Date: 01/29/2024

  Order # ********** was placed on 01/02/24 for the style# *************, Small Logo Lock Sac in Brown Tmoro. The website and the checkout process indicated the item is on Pre-Order. 
  The customer was also emailed an order confirmation with the same information on Tue 1/2/2024 1:58 PM, to ********************. 
  We also responded to the customer’s email inquiring regarding her order status on 01/22/24, letting her know the item was on Pre-Order and would ship with 2-6 weeks.  
  
  Order # ********** was placed on 01/23/24 for the style# ********, Small Barlow in Chestnut. 
  An order confirmation was emailed on Tue 1/23/2024 6:56 AM, to ********************. The tracking information was emailed to the customer once it shipped out. The email was sent on Wed 1/24/2024 9:31 PM.  
  The *** shipment 
  ****************** 
  Estimated delivery: 
  Wednesday, January 31?by 7:00 P.M. 
  

   

  please let us know if the customer would like her original order cancelled

  Business Response

  Date: 01/29/2024

  Order # ********** was placed on 01/02/24 for the style# *************, Small Logo Lock Sac in Brown Tmoro. The website and the checkout process indicated the item is on Pre-Order. 
  The customer was also emailed an order confirmation with the same information on Tue 1/2/2024 1:58 PM, to ********************. 
  We also responded to the customer’s email inquiring regarding her order status on 01/22/24, letting her know the item was on Pre-Order and would ship with 2-6 weeks.  
  
  Order # ********** was placed on 01/23/24 for the style# ********, Small Barlow in Chestnut. 
  An order confirmation was emailed on Tue 1/23/2024 6:56 AM, to ********************. The tracking information was emailed to the customer once it shipped out. The email was sent on Wed 1/24/2024 9:31 PM.  
  The *** shipment 
  ****************** 
  Estimated delivery: 
  Wednesday, January 31?by 7:00 P.M. 
  

   

  please let us know if the customer would like her original order cancelled

  Customer Answer

  Date: 01/31/2024

  
  
  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: 01/31/2024

  
  
  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:01/05/2024

  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 put down an order online on the evening of Dec.28th. I really need the bags by next Tue (Jan.9th) because those are important gifts and I will be out of town Wednesday (Jan.10th).
  
  So I checked their website *******************************************************, which said the items would arrive 5~6 business days after purchase; I purchased on Dec.28th evening, so ideally it should arrive by Jan.8th (6 business days).
  
  It is already Jan.4th (4 business days after purchase), and the order still hasn't been shipped. When I talked to customer service, they just keeping saying it took 5~6 days after shipping which was contradictory to what was promised on the website; even so, the website said shipping usually happens 24~72 hours after purchase, and we were well past that time either. Customer service also couldn't change the shipping method for me.

  Business Response

  Date: 01/29/2024

  per the customers request the order was cancelled

• Initial Complaint

  Date:01/03/2024

  Type:Delivery 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.

  On 12/16/2023 I placed an online order with Dooney and Bourke for 1 Pebble Grain Large Barlow $229.00 handbag and 1 Pendant Key Chain letter A $35.00. Total paid $283.81. Both items were a gift and should have shipped to an address provided in *******. On 12/21/2023 both were delivered via ***, in separate boxes, 2 hours apart. Both tracking notifications included the box in a photograph. The box containing the Key Chain was pictured at my daughter’s outside door. The other box containing the handbag was shown in a picture at an unknown location. I then notified *** online about misdelivery. Also then notified Dooney and Bourke also via an email about misdelivery. I received a very general response, indicating a claim had been opened, and an investigation had been started. They would let me know more details in 1-2 weeks. I unfortunately am not privileged to the information regarding the original shipping label, and if that had been addressed by Dooney in error or if packaged was actually delivered in error. But in this particular instance, because there were 2 items in my specific order, 1 delivered correctly and 1 misdelivered, with actual photo proof, the issue is between *** and its customer(Dooney). As the customer, I paid for an item to be delivered to address provided. It was not. All parties are provided photo proof of that, as we have photos of correct location and also wrong location. I called customer service for a more prompt response, and to request either a refund for misdelivered item or for refund for said item. Was told they did not have the authority to do that. I requested to talk to someone who could. Was told I would receive a call back in 2-4 days. I did not. Have emailed several times also concerned I would be forwarded the missing bag, if found. It is now in my mind missing, and I ordered a new, unopened handbag, so since I’ve not been sent a replacement, am trying to avoid being forwarded a breached order. All replies are bot like/generic

  Business Response

  Date: 01/03/2024

  We apologize for the inconvenience.  The items were sent from two different warehouse locations.  Unfortunately once *** picks up the package it is out of our hands.   We have already opened  an investigation with them.  Once their investigation is completed we will notify the customer and proceed accordingly.

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I Purchased and paid for an item from Dooney and Bourke. Downey and Bourke then contracted *** to deliver the item purchased. I am a customer of Downey and Bourke and I am expecting them to fulfill the order I placed and paid for. Any investigation is between Downey and Bourke and their shipping Company ***. We have photo proof of the 2 very different delivery locations, 1 correct and 1 misdelivery. Either Downey and Bourke printed a shopping label with the wrong address or *** misdelivered package. Either scenario isn’t my concern and I should not be ‘ inconvenienced’. Simply I should be sent the item I purchased and paid for. Fault between Dooney and Bourke and ***, and the search for the missing bag, should have no bearing on me receiving the item I purchased. Dooney and Bourke received funds for an item, and I am requesting the item be sent to the address listed on order that was confirmed by Dooney and Bourke. 

  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:01/02/2024

  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 returned a bag to Dooney and Bourke that was shipped to me damaged. They have received my return, but Dooney and Bourke has not refunded my payment. Instead, I woke up this morning to a NEW UNAUTHORIZED charge on my credit card from Dooney and Bourke. They charged my credit card without my permission and for NO PRODUCT. So not only will Dooney and Bourke charge your card for no purchase. They will not refund you for damaged goods shipped. Horrible company and I’m on the line with American Express to block any charges from Dooney and Bourke. This is fraud.

  Business Response

  Date: 01/03/2024

  Customers item was received and credited on December 21 in the amount of 81.58 as we do not credit shipping.  The item was not found to be defective and the customer was charged for the return label fee which is 10.00 plus tax totaling 11.03.   This policy is stated on our website

  How do I process a return?
  We understand the importance of choosing the right bag and accessory. If you are not completely satisfied with your Dooney & Bourke purchase, we are happy to offer you a full refund within 30 days of purchase. Products must be returned in new, unused condition. Please note: We offer $10.00 flat rate returns on all domestic orders (plus applicable taxes).

  Customer Answer

  Date: 01/03/2024

  
  
  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:12/18/2023

  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.

  11/24/2023 I placed an online order with dooney and bourke directly via their website. Order number **********.
  
  When ordering this, delivery was stated to be expected by 12/5. The day after ordering my card was charged (11/25/23). And it was not a hold. It was pulled from my account, which is not to be done until the item is shipped. Dooney and bourke then left the package as "processing" for 4 days after pulling money from account.
  
  In addition I had to chase dooney and bourke for their customer service to ensure my package was sent. Then after being sent, the delivery company delivered to wrong address.
  
  I immediately reported the lost shipment to dooney and bourke, who had no interest in correcting their error or returning my money. I was then told it would take 1-2 weeks to investigate. I asked what is there to investigate when the delivery photo proved the delivery was delivered to the wrong home, where I was given the run around for 2 additional weeks. They used the same scripted replies and refused to pass me to management upon all my requests.
  
  After the 2 week investigation period ended today 12/15/23, I had to chase dooney and bourke who I had to fight to get my money returned. And I was told it could take a week for the refund to process. They claimed they needed to "close the investigation" before processing, however the investigation should be closed.
  
  This has felt like a scam since the moment I gave this company money.

  Business Response

  Date: 01/03/2024

  Order was placed on 11/24 and an authorization was received.  The customers item shipped on 11/27 and the card was charged.  Unfortunately the website did not update and caused confusion as to when the item actually shipped.  Customers item was delivered on 12/1

   

  Last Updated: 01/03/2024 11:23 A.M. EST
  Shipment DetailsShipment DetailsShipment ProgressShipment Progress
  Tracking Number
  ******************
  Service
  
  *** ********
  
  Weight
  4.50 LBS
  Postal Service Tracking ID
  **************************
  Shipment Category
  Package
  Shipped / Billed On
  11/27/2023

   

   

• Initial Complaint

  Date:12/13/2023

  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.

  Gift received from this company. They confirmed that I am unable to return or exchange, even with receipt, as I was not the original purchaser. Item completely untouched, in original packaging.

  Business Response

  Date: 12/13/2023

  UNFORTUNATELY WE DO NOT DO EXCHANGES ON PURCHASES.  

  TO ISSUE A CREDIT WE WOULD NEED THE INVOICE/ORDER NUMBER, CREDIT CARD NUMBER THAT THE PURCHASE WAS

  MADE ON AND CUSTOMERS NAME.  CREDITS NEED TO BE APPLIED BACK TO CREDIT CARD CHARGED ON.

   

• Initial Complaint

  Date:12/12/2023

  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,have not received 2 ofnthe 3 bags i ordered one bag had correct address the other two didnt *** refuaed to change address said sender would be ablento dooney refuses to change screamed that they cant. Just tough luck you need to track down the packages how could they get one address right and two wrong bags wont be here in time for christmas no sympathy from dooney but this is their failt not mine *** sent to usps
  **** doesnt have them one could have been diverted but noone wanted to change address. Im out over 600 plus dollars no refund no gifts shameful that,a company thisnlarge wpuld not admit to their mistake and try to make it right i just want my bags or a refund its been proven these bags are.lost

  Business Response

  Date: 01/03/2024

  Customer called on 12/26.  Customer was given the following information 

  package shipped via *** surepost and the **** shows

  Your item is being held at the ************ ** ***** **** ****** at 12:26 pm on December 11, 2023. This is at the request of the customer.
   
  investigation opened. please allow 1- 2 weeks for this to be completed