Dooney & Bourke

Normally when buying something expensive you should have a great experience. When I tried to return a product and get a refund, Cliff, the customer service representative who I unfortunately had to go through, was rude, sarcastic and pretty much ignorant about how to effectively communicate with others.
Made D & B look like a company that knows nothing about customer service and had me question why I was doing business with them in the first place.
Horrendous customer service, terrible return policies. If the customer service was less of a nightmare, the shipping charge they stick you with wouldn’t be too much of a con but now not only will I tell everyone I know to steer clear of Dooney Bourke, I will never own anything of theirs and be proud of it.

First, I’d like to say I would regularly give their bags 5 stars because the quality is exemplary. But if I could give their customer service 0 stars, I would.
Twice in a row now, I’ve placed an order with Dooney directly that went badly. Twice, I’ve placed orders for items that clearly said «in stock» on the website. The orders, when checked on their website, said «in process» for weeks. I finally email customer service to find that the bags had been back ordered and would be available in 3 – 5 weeks. What happened to «in stock»? Don’t computers keep track of these things?
The first order, which had been meant for a holiday party, I cancelled immediately. The second order, I emailed back to ask what other colors were in stock for that bag style. This was apparently too much work, and I received no reply for over 24 hours before, disgusted, I emailed again and said just cancel it. A prompt response let me know the order had been cancelled. No apologies for inconvenience, nothing.
I had ordered from Dooney multiple times in past years without an issue, but somewhere in the almost two years since I’d last bought a bag directly from them, something drastically changed about their customer service. Maybe they can afford to lose customers and not care.

Worst customer service ever! It took forever to place the order and forever to receive my order without the bag in the box. Just cardboard boxes that were cut up and filled the box. Customer service said it was signed for so you will probably have to pay for it!!! Unless UPS will acknowledge the loss and pay for the insurance. The customer service is horrible from placing the order and to receiving the order and having a problem with the order THE WORST!!!

Ordered a purse and clutch on December 15, 2015 as a Christmas gift. I contacted this company several times via phone and email because my order hadn’t shipped. Each time I was told don’t worry all is fine. First they told me I was upgraded to three day shipping so my order was guaranteed to arrive before Christmas. Then they told me I was upgraded to overnight to ensure the order would arrive. Then they stopped responding. When I called in Saturday December 26, 2015 I was told a shipping label had been created so I couldn’t cancel or change the order. That is another lie. My online view of the order states it is being processed and has not shipped. Further they have been telling me a label has been printed going back to December 15, 2015. I have never been lied to by any company as many times as this company has lied to me. It is clear they are allowing us to purchase items online they don’t have. They are charging us and lying about shipping labels to force us to wait for them to get the orders in. A shameful way to conduct business.
Edit one: Today is January 6, 2015 and these unbelievable losers are still spouting the lie a shipping label has been created so I can’t cancel or change my order. I’ve filled a BBB complaint to elicit their support in prying my money back from these degenerates.

The absolute worst customer service I have ever encountered. I ordered a bag for my daughter’s Christmas gift several weeks ago and had not heard back from them about when it was shipped. I called last week and was told it would ship out Friday. I called back today and the lady told me it was sitting in the warehouse and she had no idea when it would ship. She said she didn’t know why it had not shipped because there were 100 in stock. She said she would send the warehouse an email and ask them, and then and email me back in two days! ARE YOU KIDDING ME?! I called them back (waited again over 20 minutes on hold) and was told they have no clue about shipping or anything. I cancelled my order (I hope!) They have lost my business for life and well as my two daughters. You would think that a company who charges this much for their product would have excellent customer service… apparently not.

If I could give less than 1 star I would. You would think for as much as they charge and as large as their company is, they would provide world-​class customer service. Yeah, that being said, I have NEVER received such terrible customer service.
I placed an order online on ¹¹⁄₇ and paid for next day air hoping I would get the package by the end of the week for a gift. I called on ¹¹⁄₁₀ (48 hours or 2 business days from time of order) requesting status because if it wasn’t going to be here on time I wanted to cancel. Online, it still showed it had not shipped. When I called, the gal said it was being processed and was very likely to be shipped that afternoon, therefore, it could not be cancelled. That very night, I received an email response to my original request for status. They stated that the items were back-​ordered for 2 – 6 weeks. I proceeded to email them back with screenshots showing their website showed the items were «In Stock» and explained to them the gal told me it was being processed.
I then requested a call from a manger multiple times and told them if they don’t know where my order is, to cancel it and refund me. THREE DAYS LATER after multiple messages back and forth I got a voicemail from a person who greeted me by the wrong name (who is Ms. Klein???) and said my order was cancelled. When I looked up my order the night of the 13^th, it was still showing as active. I then messaged them AGAIN and they said, «Angel, your order has been cancelled.» One, DON’T be so arrogant with your customers when you can’t even get their name right. TWO, your customer service department needs to get their stories straight. THREE, my order was not cancelled and it still shows on my PayPal.
I’m DISGUSTED by their service and as badly as I want that bag, why would I want to support a company who treats their customers like crap?
I’ve filed a BBB complaint since I doubt I’ll ever get a reasonable response from them.

RA#826 921
I am very unhappy with your service. I will NEVER buy another Dooney & Bourke product.
First, I sent a picture of the damage to my purse and then someone called me and told me I need to send the purse to you so you can either repair or replace it. I spent $ 15 sending it to you and then instead of you doing what you said, you send me a letter saying that you cant repair or replace it because the problem is a stain or a scuff. If that is your policy, someone should have told me that after reviewing the photo I sent and saved me the $ 15 I spent sending the purse to you.
Second, I have, for the last 25 years, only purchased Dooney and Bourke purses, because someone told me you had an incredible customer service and my investment was protected. I have spent thousands of dollars on your products, even buying them as gifts. I have never once sent one in for any kind of repair. Now that I need you, I was not helped and, in my opinion, treated very poorly.

The WORST customer service of any company.
I bought a beautiful D&B crossbody bag. It had a serious design flaw in that the straps on the front and back of the shoulder strap flapped limply because the loop for the strap was fixed close to the clasp. I send numerous e-​mails to D&B asking them to send me two loops and I would have them put on locally at very little, if any charge to me. D&B said I had to mail back the purse and they would assess it and repair it at their New YOrk location. Seriously — it would cost me over $ 50 CAD to mail it back and I would be without it for weeks. It was not broken, it had a design flaw that was easily remedied with the addition of two loops — one for the front and one for the back of the strap.
I was so frustrated as their customer service team was long to respond (3 weeks) and didn’t address the issue. Finally I found out the name of an executive and sent her an e-​mail and got an immediate response — she said she would put two strap loops in the mail to me. She did and I received them two weeks later. Now my purse looks great and the design flaw was easily rectified at no charge to me. Shame on D&B for their lack of responsiveness and poor customer service. I can only hope that the executive who sent me the strap loops provides some guidance to the customer service department as to how to properly address customer concerns.

I wonder if they even know the meaning of customer service. They are rude on the phone, they never respond to e-​mails. I have several purses bought from QVC, will never deal with D&B directly again. Customers are treated horribly.

First let me say I’ve been going to this sale for the past 10 years. I think most people reviewing on here are about the website, my review is strictly the tent sale. Yes, you have to wait on line in the cold. I’ve met some really nice people and almost always bring a friend with me. Once inside it is a bit crazy. The merchandise is not 2^nd quality. The choices are endless and the discounts are deep! As a previous reviewer stated, they do have some one-​of-​a-​kind samples too. The large staff are always helpful and friendly. In 10 years I’ve never had a problem and have never seen a fight or argument. Highly recommend this for holiday shopping.

TERRIBLE RETURNS POLICY — UNHELPFUL & ARROGANT
I ordered a Mens Watch from Dooney & Bourke 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 «Chanel») 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.

Awful. RUDE. CONDESCENDING! I received a purse as a gift from my aunt. Since it wasn’t my style, I brought it to the store to exchange. Rather than provide service and assist me with the exchange which I would expect of a high end retail store, they said without a receipt they couldn’t even exchange it. The bag had all its tags & still they stated they couldn’t look it up to see if it was actually purchased. Then implying that either me or my Aunt may have stolen it?! They give me a phone number & tell me to call it, not even doing it themselves, and state that I can send it for trade in for half the value and that I have to pay for shipping as well as a $ 7.50 fee for trading it in. What a load of crap! After speaking to two unhelpful customer service agents I asked to speak to the manager, Chanel, who was equally condescending, offered no explanation of the stores’ policy and in essence told me to ask my aunt for a receipt to prove it was actually purchased. If this is the type of service a luxury brand thinks they can get away with then I’d say in this economy, good bye Dooney & Bourke. I won’t ever buy your products and I will be sure to let everyone else know how poorly you treat your customers.

so you think you’ll shell out some bigger bucks for a stylin’ designer logo bag, but wait .are you actually getting any value for your hard earned dollars? i don’t think so. the quality is not there. and the customer service is nothing more than robotic. i purchased a signiture fabric bag and the bottom corners frayed. granted, the bag is over a year old, but i have a lot of handbags so i did not use the d &b too often. when i returned this bag their customer service offered me a credit of 112.50 towards a purchase of another valued at 225.00 or more! are you kidding me or what? i don’t need to be held hostage. if d &b cannot stand by their products, they need to be reminded that this is america– and there is plenty of competition!

I don’t generally choose D&B as my handbag of choice but once a year in the freezing cold my sister and I have a tradition of going to their ever so wonderful tent sale. All items range from 30−75% off. We get there early to be one of the first people in line so that we are let in on the first round. Once you are in it’s complete mayhem. Women everywhere scrambling through leather goods (luggage, purses, pet carriers, wallets, watches, umbrellas, etc) trying to get this color or that style. I’ve never seen any fists fly but there have been some close calls over the years. I don’t go for the generic run of the mill stuff, I could care less, like I said, I’m not crazy for D&B. However, I have found some fabulous sample bags here over the years that I get compliments on all the time.
It’s a fun day spent laughing it up with my sister and getting some samples that can’t be found elsewhere so for that it’s worthy of 4 stars.