Dooney & Bourke
Reviews and Complaints

I used a new Dooney & Bourke purse for 2 months before the strap broke after just normal use. Their best offer was to replace the dog hook for $5 and charge me $7.50 for shipping. The repair and shipping should have been free. The purse strap was defective and should have lasted more than 2 months. Considering the prices they charge, they should stand behind their products. Don't bother spending money on these over-priced, poorly made purses.

My husband purchased a bag for me and received a "your order has been received" email. Good start. After a week with no email that it had been shipped, we called. Wait time said 5 to 10 min. No biggie. Twenty minutes later we finally get someone. Bag has been shipped. Never received an email about a tracking number or ship date.

Bag arrived but wrong bag. Sent back 2 days later for an exchange and also on the same day as I shipped this bag, went online and ordered a different bag plus a wallet.

A few hours later an email was received about the two new items ordered being received. That's standard. Waited a full week to call about the exchange and the new orders. Was told the following:

1: exchange bag has been received but new bag on back order for 4-6 weeks. That matched the website info. Never received an email though that the item was received. I has to keep checking my ups status.

2. New bag ordered was on it's way. I had no idea because we never received an email about shipping status. Was told it would be here 3/8 but it actually arrived today, 3/5. Great it got here early but I like to be aware of when my deliveries are coming.

3. Wallet ordered was showing status of a back order which did not match website status at the time of order. Service rep said the warehouse the order was sitting at was out of stock so she moved order to a different one so it could be shipped. What?

4. When I log into website to check status, everything says "being processed" nothing shows the correct status.

Dooney is lucky no one can rival their bags in this price range but I will try to buy in person from now on. Too much hassle and confusion with online ordering.

I order a purse for my wife as St. Valentine's gift January 25th. I received emails saying that the order was processed and shipped. The tracking link in the email leads nowhere.

To date I'm still waiting for the product and I have not received any feedback to the emails I have written to their customer service department.

I'm located in San Juan, Puerto Rico and their 800 number is blocked from my area code. I don't think it would have been of much use anyway based on the complaints I have read in this and other sites.

The irony is that they have sent emails requesting me to provide feedback on the product they havent delivered. I provided a negative one hoping it would trigger some response but no reaction.

My wife loves their products and I believe they are of good quality but they have no customer service.

On 12/16/2015, I purchased an Christmas gift from the company and received it on 12/21/2015. Unfortunately, the gift recipient did not like the gift and I returned the item. I verified that the return item was received by Dooney & Bourke on 1/18/2016. Approximately, a week after the return I began to contact Dooney & Bourke via phone and email regarding the status of my return. Noone ever answers the [protected] customer service number. One of the messages while you are waiting for a customer service representative, is to email [protected]@dooney.com. I emailed [protected]@dooney.com on 1/25/16, 1/31/16, 2/4/16, 2/5/16 and 2/10/16 to no avail. On 2/6/2016, I received the email message below and have been unable to contact anyone via phone or email for additional details. I'm extremely disappointed with the customer service from this company. As a consumer, I feel used...they now have the returned item and my money. All I want is a refund for the returned item.

This is my first Dooney bag, and I ordered a it on January 24. Unlike many of the complaints I read on here, I received a confirmation email. On January 27, I checked to see what the status was on my order, it still had not been processed. I sent an email asking how long it takes to process an order as this is a gift. Today is January 30, a full six days after ordering, I decided to call their "customer service" number. I was on hold for over 10 minutes, when Andrea answered my call. I explained my question, when would my order be processed? She asked me for my order number, then informed me it had already been shipped, and that it would be delivered tomorrow, January 31. I asked her why my e mail that I sent was never answered, and why my account didn't reflect the status of my order correctly. She apologized about my experience but, as always, thank you for shopping Dooney & Bourke. Click, she hung up on me. Hopefully it holds up better than the bags in some of the other comments on here. This company does not care about its customers, which is disappointing. I will never do business with them again, and won't hesitate to discourage others from buying anything Dooney & Bourke.

I just received my bag back from Dooney and Bourke I had sent it back to them because the color on the bag was wearing off. I only used the bag a few times due to illness. It spent most of 2015 in it's storage bag. When I took it down to use I noticed that the color was wearing off. In October within the well within the warranty I called Dooney and Bourke for return instructions. For a purse to cost 376.71 the workmanship should be good enough that the color never wears off. They offered me 174.00 towards a new purse valued at 348.00 dollars. And then the letter said If payment has not been received within 30 days, we will unfortunately have to return your merchandise to you. That is exactly how the letter was worded! I called them back and told them I did not agree with their decision. And asked for some one else to inspect my bag. It made no difference the decision was still normal wear and tear. I then Called and explained that I have been really ill and am not in a position financially to buy a new purse right now. Because my medical bills are overwhelming. I asked if they would leave the credit on my account for a time when I could buy a new bag. The best they could do is give me a 2 week extension. Heartless. I feel this is deceptive Trade practices! Their one year warranty sates "Our products prove their enduring value by actually improving with age. We stand behind our leather goods and offer an unconditional guarantee against defects in craftsmanship. No they just send them back to the customer problems unresolved. And call it normal wear and tear. I have owned many Dooney and Bourke bags. Guess what never again! I would have gotten better value for my money to buy a 60.00 dollar bag from anywhere else.

I purchased a handbag on Dooney.com and never received it. Dooney said they have to research and I will receive a phone call in six business days. I did not receive a call so I called them and was told it would take another week to research. I went online and ordered another bag because I was tired of waiting. I waited several days waiting for shipping confirmation. I then receive an email saying they can't fulfill the order and it has been cancelled. They offer me 35% off my next purchase. I go online to order yet another bag. IT CAN'T POSSIBLY BE THIS DIFFICULT TO ORDER A BAG BUT YET IT IS. I can't use the coupon if I choose the easy pay offer. My last order was for an easy pay offer so why send me a coupon that I CAN NOT USE. This is the most frustrating experience I have ever had and it's with a company that sells handbags worth hundreds of dollars. I have several dooney's purchased from another online company and I will never do business with dooney.com again. If I have not received my purse then you should immediately put a replacement in the mail and not make me wait two weeks. HORRIBLE HORRIBLE way to do business.

I am sure this complaint will fall upon deaf ears, but i feel i need to tell anyone who is contemplating doing business with DB. PLEASE don't. ----- LOL---------- I am sitting here trying to put my contempt for this company into words, and i don't have them. Please save your money and time! NEVER do business with them! Hate. Incompetency. I would like to add that i have experienced nothing but road blocks when i attempted to post this grievance.

I bought a Dooney and Bourke bag at a department store in November 2014. By January 2015 the strap broke right off. Knowing it was under warranty, I sent the bag in to get repaired. I had to pay for the shipping since I don't live in the US. After about a month I called in to see how it was doing. I was told it had shipped. One month later, no bag. I called again, I was told it had in fact not shipped and that it was going to be a few more weeks. One more month later, still no bag. I have called numerous times since then and they now claim that they have suspended all international shipping. It has been 7 MONTHS since I sent in the bag to get repaired... I am BEYOND MAD at this point. I asked, and even if I wanted a new bag to compensate me for the first bag, they still can't do it. Meaning they can't compensate me in any way! This is Ridiculous! Now I think they are just making excuses to not have to send me any kind of compensation of any kind. I am SO PISSED OFF. All I want is either my bag back, or a replacement of a similar size and apparently they cant do that.
I am now considering taking legal action.

I bought this item in Ivy in November knowing it was on backorder, but before I ordered it, I was told by Customer Support that it was backordered for three weeks and that the order would be fulfilled in December. December comes and goes ... no purse. In January I call after noticing that the purse is finally in stock online. I am notified that I should be receiving a notice for shipping in a few days ... never happens. I call again at the end of January ... same song and dance. I traveled for a month in February, only to return to discover yet again, no purse. In the interim while traveling I sent three emails to customer support and they never responded. March 09, I call customer service and they notify me that there was an issue charging the total of the purse to paypal (I never received an email that there was an issue), so I give them my credit card number. A week later, guess what? (and it's mid-March at this point) Still no charge and no notification of the charge and shipping. I am beyond frustrated and fed up with Dooney & Bourke. There are much better quality products out there with better customer service. Do not waste your time and your money.

I ordered 2 bags on 11/30/2014. 2 days later I noticed that the shipping zip code had been entered incorrectly. I called and talked to a representative and they assured me it would be fixed, I also sent an email so that I could have a record of contacting them . 3 days later still nothing, so I sent an email and called again. 8 days later still nothing when I checked my order status. So once again I called and told it would be fixed. 2 days later I get a your order has been shipped email...However they only sent one of the purses that I ordered. Where is my other bag? I have no idea and I can not get through to customer service. It is Christmas time people do not have time to not get what the ordered. With the quality of the products dooney and bourke offer o e would think they would be able to have a great customer service. Not the case. If you want a dooney&bourke product just go into a store and save yourself an headache.

Patent leather purse less than a year ago was defective as the color was missing and showed a black bas. I took it to expensive shoe repair in Scottsdale, Arizona and they said could not fix it. I sent it to Norwalk Conneticut after talking to customer service and it cost me 19.00. Received a letter giving me 120.00 credit on any purse over 248.00 plus shipping and handling. I called back and said I had bought it less than a year ago and looking for receipt. They called back and said I tried to fix it at shoe repair and this broke their guarantee. I guess they do not care as if you protest you get less and less from them They ought to be ashamed of themselves as they nickle and dime customers who have bought a lot of bags from them. They do not make quality products and their guarantee is worthless on top of it. In addition their customer service is nasty and quite atrocious.

I ordered a Mens Watch from the company with which I was quite happy for several months. I then misplaced my watch and ordered a replacement watch. About a week after my replacement watch had arrived, I found the original watch and returned the replacement watch to Dooney & Bourke. The Returns Department (the woman said her name was "Shanel") has refused to credit my account and made me wait for extended periods on the phone only to be told that the watch has been worn and nothing can be done.

I am left with two identical watches both in mint condition. I hope the company feels that permanently losing a customer is worth the $145 value of the watch. I don't plan to spend any more of my money with the company after this extremely irritating experience.

I made a purchase on 10/21/2012 on D&B located in the OSJ, Puerto Rico. Since this date I called every day because I was pending for an item that I receive a promo by e-mail but the same day of the item was not available. On 11/27/12, I receive a phone call from the store that the item arrives the store and they want to know I am still interested in the item. I called back and request to place the item On Hold and the associate place the item on hold for me for the next day. The next day I called the store to ask if is feasible for them to hold the bag 'til Saturday due to I have problems to to to store . On this time, an associate called Mary do not answer in the correct manner, and start that she can't hold it, that it is not a practice of the company, that in Christmas time she can't hold it. I explain that I wait for more than a month to obtain the bag and she said that it is not her problem, that if I want a bag in promo that is the price that I need to pay and that the purse will be removed from hold. Finally she accept to keep the bag one more day. My concern is... I understand the Company Politics and Policies. I also understand that we are in Christmas time and they need to move the merchandise, but I don't understand why she needs to be arrogant, aggressive in the way that she addressed to me. I'm a client of D&B and I deserve respect. If they can't hold the item, I can understand but this is not the correct way for a client. Now, I will think twice if I want to buy another product from Dooney & Bourke again! "Marie's attitude" reflect lack of customer service & competency in contrast with the service of Leilany (by phone and when I picked up my bag) that was very cordial, gentle, an excellent example of good service that Marie can use as a role model. For Dooney & Bourke if Marie's attitude is the attitude that they expect in an associate... This is not how a company should conduct business. Regards.

I wanted to warn people about so called "easy pay" option, d&b seems to be having once in a while. I ordered two pretty expensive bags from them, using the easy pay option. The easy pay option, as they announce it at their web-site, gives the customer a possibility to pay the order in three months. When you make an order, they promise to charge you one third, then another third the next month, and the last third the third month. Well, it's not truth. After they shipped the first bag to me, my credit card was charged the full amount of 395 dollars, instead of 133.67, they were supposed to charge me, judging by the conditions they announced nation-wide at their web-site. I called them three times (not even mention their extremely amusing telephone service, when you sit with silent phone in your hand, not knowing if you are just dreaming, or you are still on the phone with d&b). I spent quite a time, waiting for the possibility to talk to somebody, and then discussing with them how I don't understand what is going on, and how badly my bank treats me (usbank, not d&b :) they said to me that they actually didn't get 395 dollars, but got only 133, 66 (!). They made an authorisation for 395 dollars though (!) - to check if I had enouth of money to pay for the bag (!):) I was not even upset at that time, I was sure it was some misundertsanding (of course, dooney and bourke could not possibly do something like this, their bags looks so respectful :) after that great statement about checking my paying ability, I asked the supervisor named lisa - why would they authorise the full amount, if anyway I was supposed to pay only one third of it? I explained to her even how credit cards work: when I get my credit card statement, I would have to pay it, as my credit card is actually charged by dooney and bourke for 395 dollars. She even seem to see my point of view after a while. Though for quite a while she tried to persuade me, that what I see on my credit card account - is not what I see :) she said it was my bank who was not giving me my money back. So I even called my bank twice, because I was still under d&b charms, and I beleived lisa for a while. Finally I got really tired and upset: I don't like to feel as i'm been considered an idiot. The bag arrival added into it: the bag was beautiful after all, but for some reason it had visible white gaps in the red lining in the very bottom corners (for 395 dollars). I made pictures and tried three times to send e-mail to customer service, but - as my mail program imformed me - they all were deleted without being read. Communicating with d&b customer service got me extremely frustrated. I'm ready to see another charge on my credit card of 425 dollars for the second bag (instead of 141, 67), i'm going to file dispute to my bank (I filed the dispute for the first bag already, we'll see), and i'm returning everything I can return to them, including these last two bags. I probably could still buy their bags from somebody else, but even about this I don't feel so sure now: if they don't stand behind their public offers, they probably insecure in the other areas too. So I don't consider them to be a reputable company anymore, and don't want to have anything in common with this company anymore.

I made a purchase on 12/15/11 during the 12 days of Dooney. While checking my bank account I noticed my purchase had not gone through. I tried calling their customer service dept. several times to see what happened. Of course, they are on the East coast & I am on the West coast so getting a hold of them was difficult. After deciding to email them instead, I noticed they sent me an email saying that my purchase did not go through & they just went ahead & canceled my order. I immediately emailed customer service, I received no response. I then called them again, I was put on hold for at least 10 minutes. When I finally spoke to someone, he was of no help & he sounded like he was working from home. I asked to speak to a manager, I was put on hold again. When I spoke to the manager, I explained the card information on file was correct & there should have been no reason for the denial. I also said that someone should have contacted me if there was a problem but instead you just canceled my order & now you will not honor the sale price. I called my bank & found out they were running the card incorrectly. Now, I am out a Christmas present & will never buy another product from Dooney & Bourke again! My family has purchased many items from the company. Well, they will never get another dollar from me again. It was their lack of customer service & competency that screwed up this order & they will take no responsibility for it. This is not how a company should conduct business in 2011 & especially during this economy when a purse is a want & not a need.

Please be aware when you purchace from dooney & bourke! I purchased a beautiful dooney and bourke black leather purse in july (or so I thought) and because it was on sale at regular store (not an outlet) the sales clerk stamped it final sale. I asked her what does that mean, she said that I couldn't return it to the store but that I could always contact customer service if for any reason I was unhappy with the product. I went home and the following day took it out of the protective bag and something caught my eye, a 2 inch slit/cut on the bottom left hand side was staring right back at me. I was so upset, called the store and they told me I needed to send it in for repairs. To make a long story short the purse was not repairable. Dooney sent me a card in the mail that I can apply the cost of my purse to a brand new purse that had to be over an amount (which was double what I had paid for). What? That is not what I wanted, that is not what I paid and after several intense conversations with them the only option I was left with was to get my purse back with the cut in it. No store credit, no credit back on my card... Nothing. I cannot begin to tell you how dissapointed I am. The customer service supervisor even said that the reason they stamped it final sale was because they knew that there was something wrong with it and that I shouldn't of purchase it had I known that, really, come on... Do you think I would purchase it if I knew there was a big cut in it! Not only was I sold a purse under false pretenses but now I have to purchase a purse that is twice as much then what I originally paid for! Their customer service is awful and if you pull up dooney on bbb you will see that they are not even associated with them and that their grade pt. Average is a big fat f... While coach not only is affiliated with them but their grade pt. Average is a. Their return policy clearly states "guarantee returns, repairs or replacements"..."we will gladly exchange or refund your order, provided the merchandise is unused and you respond within thirty days after receiving your order." which is what I did... I understand that the first mistake I made was not analyze the purse but when you buy from a prestigious place such as this, you dont think about researching the company or analyzing the items. Looks like I paid the price... Literaly!

At 0903 on Dec 22 I called customer service and spoke with Patrick who was rude and sarcastic when speaking to me. He placed me on hold numerous times in a call that lasted est. 30 minutes. After asking him about my order he placed me on hold, when he came back he told me he had to talk to his rep and told me that my order was cancelled. I asked for his name as I was sending a follow up email. Patrick put me on hold again and after a few minutes came back and told me that I was sent an email on the 17th~
I never received that email or I would not have sent this original email and called to follow up. I told him it could have gone in my spam email, but was highly unlikely as I have had several orders since with your company, and that I had looked on my online account last night and it still said it was awaiting shipping. There was nothing on my online account to notify me of any issue. I would be foolish to call your company to ask for status if I had received said email. After arguing with me for several minutes he put me on hold again and after a few minutes came back and asked me to verify my email address. I verified my email address was correct but I never received this email. He stated he couldn't do anything for me. I then asked for a manager.
I was placed on hold for several more minutes he picked up the phone and asked me what my phone number was, I asked him why and this is when he informed me that he needed it for the form he had to fill out. I was forwarded to Chanel a supervisor. I was told by her that my order was canceled this morning. I told her I sent an email last night and I checked my email this morning and did not receive an email. She said I wouldnt have known that my order was cancelled because the email was sent out this morning. I said Patrick told me this "email" was sent out on the 17th and this is ridiculous. She argued with me for several minutes and told me there was nothing she could do~ I informed her I would be RETURNING
est. $450.00 worth of merchandise because of Dooney's poor customer service, she told me that she is sorry I felt that way. Online status on my account was that it was all sent or pending. She still insisted that there was nothing she could do. I again informed her I would be returning everything I bought because of Dooney's poor customer service.
I am letting you know I will not only do that, I will tell all my coworkers whom I told about this website and who have ordered from your company about the poor customer service. I will tell my family members who also have ordered from this website. I will also go to facebook and let my over 5000 friends know what was done and to pass it on to their friends. I will go to slickdeals.net and fatwallet.com and blog to their readers about what was done, and not to order from Dooney and Bourke because they have piss poor customer sevice they may have better luck with Coach. I will also be sure to list poor customer service as my reason for return and to include the names of your team members ~Patrick and Chanel. You not only lost me as a customer when your company delivers piss poor customer service, you have potentially lost so very many more.

It isn't the fact I lost the opportunity to purchase a $20.00 wristlet, it is the fact that customer service did not notify me prior to cancelling my order TODAY. It is the fact that Patrick has poor customer service skills and Chanel is no better when dealing with me as a customer. Patrick said I should have received an email on the 17th and the Chanel said I should have received an email today that my order was cancelled~ which one is it? The only thing the both of them seemed to agree upon was there was nothing they could do about it nor did they make any effort to try to do anything about it. If it was canceled today~ is it because of the original email that I sent last night? I feel I was treated with little respect and that my business is not appreciated nor wanted. Bottom line~ it is the principal of the matter. For such an "upscale" company, you would think your customers who spend hundreds of dollars at at time would receive better customer
service.