Dooney & Bourke

Bought a wristlet when vacationing in US. About a month after the purchase the zipper broke. I paid shipping to send it for warranty repair. They said it was fine and gave me crappy options to resolve it. I opted to get my wallet back. They tried to ship it back to me no less than 4 times! This happened over the course of 10 months. Their shipper kept saying it was "undeliverable". Finally on the last attempt they said it was lost and offered me a credit which wasn't enough to purchase anything like what I had. I ended up paying extra for a snap closure wallet but at least it did finally arrive. I will never ever ever buy from D&B again.

My first order was confirmed 10/14/23. It was canceled without my knowledge and without any communication from the company. I contacted customer service to follow up 10/27 and their response was a sad excuse for an apology. Amanda, the customer service representative I emailed with multiple times was less than helpful and apathetic.
My second order was canceled in November for reasons still unknown to me. When I contacted them about the cancellation, Henry at customer service simply said I couldn't spend above my gift card amount and hung up. That made no sense to me. I stupidly tried to make a purchase again. The gift card option was taken away at check out so I was advised to make the sale over the phone. I contacted the literal department to make a purchase and the customer service agent said he couldn't help me.
Finally, I waited a couple days to try again, desperately trying to get this sour taste in my mouth overt he abhorrent customer service and to get rid of the gift card. When I went to checkout on 12/1, my gift card balance wasn't returned. On 12/6 I contacted them via email and have yet to get a response back. I called to complain the same day and they said they'd escalate this matter and get back to me within 2-4 days.
They haven't.

I was given a Dooney and Bourke Gift card for 150.00 I had over $360 in my cart and the $150 wouldn't come off the price. I called and was told that I could only use the gift card for something that was 150 or less. The other item in the bag was 126. I couldn't use it on that purse because it was sold out. But if I could I would have a credit of 24 that I wouldn't be able to use because there's nothing that cheap on the site so the company would just take my money. I emailed them gave them from January 1st to respond I got nothing from them please repost this all over the internet who ever heard you couldn't use a gift card for more than your purchase

I bought a Dooney and Bourke purse recently from this company online. I usually go to a department store to buy all my purses. The company was having an online sale so I thought I might as well buy a purse from them. When I received my purse it was ok except for the color that was way off from the color on the D&B website. The return has been a nightmare. I couldn't return the purse without sending out an email to the company and explaining why I was returning my purse. All I wanted was the same purse, only in a different color. The customer service representatives have been awful, one told me my purse has been delivered back to the warehouse and another stated they have no record for the return. It can take up to 10 days for a return to make it to their warehouse through UPS. I truly doubt it takes UPS 10 days to return an item. Ten the company states they need to inspect the purse upon arrival. I never took the wrapping off my purse so that I don't understand then it takes D&B another 3-5 days to put the money back into your account. They make the whole return process very difficult, I don't think they want to give up the return money. This is the 2nd time this month I've had issues with this company. And to top it off the overall quality of all their handbags has gone downhill significantly. So, if you want to buy a subpar purse and then have a company play games with any return you make this one is for you. Me, I'll buy my handbags from another company. I'm done with D&B.

I am highly disappointed, here I was spending all this money (that y'all had no issue taking) on not 1 but 2 bags with the guarantee to have them by today well guess what the lack of communication on their part these won't arrive until Monday or Tuesday this is truly inconvenient seeing as though the reason for my order was that it come BEFORE Christmas NOT AFTER. No one contacted to let me know so that I could choose another item that they did have in the correct color, I am beyond livid with the lack of communication and horrible customer service. Definitely will never order from this site will only by from store if this is the inconvenience I will have to endure each time.

I ordered a wallet for $79 and matching crossbody bag for $89. The bag was a preorder with an ETA in 2-4 weeks. I entered my email address on the bag to receive a notice when the item was in stock. I received the wallet and loved it; can't wait to put it in my new matching purse. I waited an additional week after receiving an email saying the bag was in stock to contact Dooney and Bourke for status. I was informed, by Amanda, that the order was canceled because of demand. The bag was still in stock but the price increased to $119.00. They would not honor the price I originally ordered it for.
I understand demand and price increase, but they didn't even notify me, they just canceled the order. When I called and asked to speak with a manager, the guy transferred me to dead air. The worst customer service ever. They may have a quality product but they are, without a doubt deceitful and greedy.

I am a fan. I have multiple Dooney and Bourke bags, one bought in store while I was in the US, another 5 I bought at their online store. Here's where the problems start. The brand is let down by the online customer service and experience:
When you shop online from the UK, you get the prices excluding VAT on the site and in your trolley, and the VAT only gets added on checkout. That is not legal in the UK. You must display consumer product prices including VAT. But as I find the bags still worth it, I pursued with my orders.
Twice now, this has led to disappointment. The orders do not get shipped for weeks, and you have no idea why. You get no updates. When I finally chased the last order, I was told it had been delivered. It was nowhere to be seen. When I asked for details, they sent me proof of delivery for an address in the US. When I questioned this, they insisted that was my shipping address even though I told them I am located in the UK - see attached pic. When I sent a copy of my order with my UK address, I finally received confirmation of the items being shipped - that day. Seems like a forgotten order. No apologies for the miscommunication or delay. Emails from different service advisors each time so no personal touch. I just hope the bags arrive!
I don't expect everyone to be like Amazon but 2 weeks before an item gets shipped is a long time - unless you would set the expectation when the goods are purchased. Then you can make an informed decision. Now it just seems they ship when they feel like it.

I agree with all of the previous reviews that the customer service at Dooney & Bourke is non existent. I have been waiting for a refund for weeks and have not been able to reach anyone who can explain why I have not received it even though they have my return. I am always told that a supervisor will call back and of course no one ever does. Customer Service Reps know absolutely nothing and many are rude and do not care that you have to wait on hold for 1 hour plus. I was told once that I was lucky it was only 1 hour. I usually buy D&B products from QVC who has the best customer service in the industry. I have reached out to my credit card company to reverse the charges as I am not wasting anymore time with this company. It is POSITIVIELY SHAMEFUL the way this company treats the customer. I will never order from the D&B website AGAIN!

Ordered purse on December 28,2022. On January 20,2023 STILL HAVE NOT RECEIVED! To avoid delivery problems I had it shipped to my business office which is open 5 days a week and UPS delivers every day there without ANY problems. Customer service said it was a shipping carrier problem. The package is being returned to them and in 10 days will issue credit to me. I wanted the purse not a credit but customer satisfaction is obviously not Dooney problem. Will never TRY to purchase Dooney again!
Order DB*******.

I own multiple Dooney handbags and have tried other competitor brands as well, nothing beats dooney quality.