When we ordered the x2 purses part of the decision of the purchase was date of delivery that was supposed to be on or before the 24th of Dec. The item was delivered on the 27th. I contacted the customer service inquiring of this and they said due to high volume of orders is Why they couldn't guarantee the promised date when we initially ordered IF we knew that initially or seen it written anywhere we wouldnt have ordered it. My email response was basically WHY as a consumer my issue and unexceptable. I would've been more understanding if it was delayed due to inclement weather or even a strike but that wasn't the case. After I sent the email there was no response "dead silence". They didn't even offer some sort of discount on another purchase or even validate my response, ALSO what's even more frustrating the purses we purchased went ON SALE before we even received them! In addition one of the purses was slightly scratched and leather rubbed along the side! We have ordered from them last year same time frame and had ZERO issues with delivery and purses undamaged! Not sure what has happened since then but they have shown it wasn't about the inconvenience or frustration of the consumer it was about the their high volume of orders and just deal with it! They got their money ON TIME and obviously that's all that matters! Products used:Purses Date of experience: January 4, 2025The red liner of this bag got wet on a rainy day and bled onto the English D letters. I contacted Dooney and Bourke and they said it didn't qualify for repair. As you can see from the pics it is not acceptable. Date of experience: July 11, 2023I got a purse and wallet from them last year for Christmas but because I was really sick I didn't use it for a few months. My first time using it I noticed the snap on the wallet was a little loose. When I put my things in the wallet the snap fell off. I emailed them several times and after sending them the emails with pictures they said they would send me a tool kit to repair it. I thought I'm not a purse maker but okay. I never got the tool kit and I get no more responses from them. I feel like starting a group lawsuit because I know many others are having the same issues with them. Shame on them! Charging that much for there purses and wallets and they are crap! Date of experience: August 13, 2023So I bought the "Botanical collection - Geena Satchel" along with the "Pendant Key Chain" and paid extra both to arrive earlier than the standard time. After several times and weeks of tracking the package and seeing there was no sign of it - I called customer service and they opened up a case for me since they couldn't find a way to look for it, apparently. After a few days it was confirmed from Dooney & Bourne that it was simply lost and I'll get a "refund". I am still waiting for a refund to this day and at the bare minimum a sincere apology for this inconvenience and lack of customer service and support. It was honestly such a disappointment and it was for my grandmas 80th birthday. This company is completely unreliable and I would not recommend to purchase from here at all, specially if it's going to be for an important event like it was for me. Tip for consumers:Horrible experience and horrible customer service Products used:None because they never got to me! The order was completely lost Date of experience: May 5, 2024I just received my bag it was horribly made, the stitches were irregular and bag was terrible. Probably made in China. Returning it as I am very disappointed. No need to sent pictures as the company knows the quality of its products. This is the only company I know who takes 10$ for returns shameful. Dr.Hussain Tip for consumers:Disgusting irregular stitches Products used:Bags Service Value Shipping Returns Quality Date of experience: January 13, 2024I just purchased a pocketbook on Dooney for a great price with back to school sales. This is probably my 10th Dooney and Bourke bag and I still love them. The bag came with scratches all over the front and I find out that they're not going to send me another one for the sale price. I will just have to return this bag, what horrible customer service it's not my fault you sent me a scratched up pocketbook. This bag was obviously someone's return. I called customer service and no one would rectify it. You will lose another customer Dooney. If this doesn't get rectified. Date of experience: August 28, 2023I paid for expedited shipping of 2-3 business days. The order did not arrive for 6 business days. When I asked for a refund of my shipping cost ($40) I was told they allow for 24-72 hours of process before shipping so I need to add 3 days to any shipping. However this is not clear on the website as the website says "EXPRESS: $40 (Usually arrives within 2-3 business days of purchase.)" Tip for consumers:Dont do business with this company Products used:Handbag Service Shipping Returns Date of experience: September 15, 2023The product is good quality but do not purchase direct. Use a third party like Amazon. Customer Service is disgraceful! Duplicate billing issues, on hold for 1 hour trying to reach customer service (twice) only to end with dropped calls, If you can't handle the DTC eCommerce business leave it to the professionals and pay them the margin. Tip for consumers:read my review Service Value Shipping Returns Quality Date of experience: January 12, 2021Pathetic, disgusting customer service. Purchased what I would consider a luxury item but was treated like someone in line at WalMart (who actually has decent customer service) because I had to return it since the color looked nothing like the picture online. They charge you $9.50 to print your own label and drive the package to a UPS store and then they charge you tax on top of that label fee. For a brand new item that was not what was represented on their website! When I called customer service, I asked to speak with a manager and they told me the manager would be available at 6 pm but customer service closes at 5 pm! Then I initiated an online chat and was lied to again about the manager.Too bad they can't be put out of business for the BS! Tip for consumers:That you are charged over $10 for returning a brand new item. Products used:None Service Value Shipping Returns Quality Date of experience: December 8, 2022Misleading photos on size and tiny print of dimensions which is illegible on a cell phone describing various sizes caused me to order what I thought was an identical bag in another color. They refused to accept that they needed to fix their catalog description and photos including a misleading shoulder bag headline (leaving out the word "small"). Their photos of the two-sized bags were identical, and they still charged an $11 return fee. After 2 calls, both between 30 and 45 minutes, I gave up, explaining that they needed to change their catalog description, headline, and photos to better depict the smaller size bag and not charge a loyal customer the $11 shipping to return. Viewing on a phone, it is almost impossible to read the details and pictures are identical. I'm 70 years old. They farm out their customer service to India and they are unapologetic, stern, and don't give a rip about the customer. For a company that charges what they do for their products, you would think their customer service and policies would reflect the need to please their customers. But it does not. BEWARE if you don't read all the fine print (pull out your magnifying glass) you will not have a good experience returning your item! Tip for consumers:HORRIBLE customer service if you need to return for misleading catalog description Products used:Shoulder Bags Service Value Shipping Returns Quality Date of experience: December 13, 2023I owned my purse for 6 months before the strap broke. Sent it in for repair, then a month went by and nothing. Tried calling, chatting, etc, no one could give me an answer as to the status of my repair. Rude CS rep yelled, interrupted and hung up on me. Will never buy from them again! Service Value Shipping Returns Quality Date of experience: July 9, 2021I had a D&B pebble grain Lexington shopper that I carried for years. When it finally showed too much wear, I looked around at many bags, but settled on the new version of my old bag. What a disappointment. I could tell right away it wasn't the same quality, and now, after a year, the decline in quality shows. The lining is rough. The bag has lost its shape. The white leather has yellowed. The hardware doesn't have the heavy feel of my previous bag. It's pretty clear to me they're cutting corners to deliver an inferior product. I don't have proof of purchase, but I bought directly from them about May 2022. Products used:Handbag Service Value Shipping Quality Date of experience: April 22, 2023I sent back a gift (purse) I purchased from Dooney & Burke with a Mfg defect. A D&B employee signed for it, stole it and D&B's owner told me it was not their problem. 0-Customer svc. NO REPLACEMENT... Thieves! Tip for consumers:That Dooney and Burke does not stand behind their product or Employees thievery! Who does that? Date of experience: January 17, 2024Stay Away from this Business. I returned a purse at a price of 500 dollars. I am a Nurse I bought it with a gift from my employer for multiple years of service. They have the purse and they have had my money for over 30 days. The worst part is that every time I call and wait 45-60 min, they tell me it will be in my bank account within 7-10 days, 3-5 days or by a certain days all empty promises. Do not buy from this company unless you wish to donate your hard earned money to them. Tip for consumers:They could not refund my purchase price but they did charge my account for return shipping... Never Again... Products used:Dooney & Bourke Purse Service Value Shipping Returns Quality Date of experience: February 23, 2021I returned a purse 1/7/21. It is now 2/10/21 and they still have not credited my bank account. They have actually charged me an extra $7.00 instead of giving me the credit for $214.00. I called, was on hold one hour only to be cut off when they told me I had to talk to another department. I have been promised my credit twice and it hasn't happened. I have emailed, called and chatted online. I am getting NO WHERE! Do not order from them directly! Tip for consumers:Do NOT order from them directly. Order from a department store or Amazon. Products used:I purchased a handbag for my daughter for Christmas. They did not send me a verification email so I thought my order did not go thru. I reordered which resulted in a double order. I tried to cancel the double order but they would not do it. Now they will not credit my account for the returned purse. Service Value Shipping Returns Quality Date of experience: February 10, 2021Unable to purchase from website Christmas present for daughter due to billing policies. Will not speak well of this retailer. They failed to resolve customer problems. Tip for consumers:Not a valid online retailer. Much difficulty and failure to speak with customer. Service Value Shipping Returns Quality Date of experience: January 13, 2024Dooney and Bourke is not the same company they were years ago. They are on a steep decline as far as I'm concerned. As a Dooney lover for well over 25 years with an inventory of over 35 new and vintage handbags, I have to say their quality and customer service are below sub-standard. Plus, they do not have trained people to process credit card payments. How is it that a company like D&B will ship a handbag to a customer without processing credit card payments properly? And then your audit team and collections department emails that customer 18 months later looking for payment. Who does that? Now, that customer has to dig through months and months of credit card receipts to realize that the credit card transaction never happened. So who's fault is that? Surly not the credit card company. It's D&B's. Get your act together or you will lose (if you haven't already) new and long-term customers. Service Value Shipping Returns Quality Date of experience: August 22, 2022They are terrible, they guarantee a refund minus shipping charge if 7.50 within 10 business days, they are a total rip off I even bought another purse after the refund and shame on me for believing in this company. Date of experience: January 16, 2019DOONEY & BOURKE IS THE WORST COMPANY I HAVE EVER DEALT WITH. IF I COULD GIVE YOU NO STARS I WOULD. 1 STAR IS TOO MUCH FOR THE AGGRAVATION YOU PUT ME THROUGH. THE SAME DAY I ORDERED I TRIED TO CANCEL, YOU SAID IT WAS ALREADY SHIPPED, WAS A LIE. THEN I RECEIVED THE THE BAG YOU TELL ME THERE'S A $10.00 CHARGE TO RETURN WHICH WAS NEVER STATED ANYWHERE WHILE SHOPPING OR ORDERING, WHICH IS A SCAM THAT YOU KNOW YOU ARE RUNNING BECAUSE YOU WOULD HAVE STATED THAT EARLIER ON NOT UNTIL CUSTOMER NEEDS TO RETURN MERCHANDISE. THEN YOU MAKE IT HARD FOR CUSTOMERS TO RETURN BY NOT SENDING QR CODES TO THEM. BY WRITING THIS REVIEW I HOPE I CAN PREVENT OTHER SHOPPERS FROM BUYING FROM DOONEY & BOURKE. Tip for consumers:FROM START TO FINISH. DOONEY BOURKE IS THE WORST COMPANY I HAVE EVER DEALT WITH. Products used:None Date of experience: December 8, 2023I never actually received the purse. It actually went back to them on 12/27/22 due to a shipping issue. Still waiting for a refund or have them send the purse. Said elevated on 1/16/23. Nothing since then. Do not ever purchase anything Dooney & Bourke Tip for consumers:Do not purchase Dooney & Bourke Products used:Purse. Still waiting for a refund over a month Service Value Shipping Returns Quality Date of experience: January 26, 2023I made a return and still have have not received any type of resolution. 4 weeks after they received the return and 7 phone calls, still nothing, not able to speak with a supervisor. At this point it is about the poor customer service they have. The argent by the name of Hank was very rude 1/22/21 at 810 am. He said if I was listening he would not have to repeat hisself to me! But at the end of the 7th call today, still no positive resolution. Customer service is very bad and does not do any type of follow up or email contacts to resolve any issue. The agent named Hank has really spoiled it for me with this company! Date of experience: January 22, 2021Beware: When expecting a delivery from Dooney & Burke, you must take off work until it arrives at your door because they do not wrap products in protective waterproof bubble wrap and will not assume responsibility when you open your box to find your purse stained from water damage! Date of experience: September 10, 2022I have had over a dozen D&B's in the last decade. Quality always excellent, design the best, shipping beautiful and fast, colors exactly as shown and so many options. Customer Service is bad. I've rarely needed them happy to say. I think you have a few trolls here. Read these negative reviews, they are nonsense. "Their bags are too small, I buy them on Beks and they're bigger"? Really? I think you need to read these comments and delete the frauds. It's a shame you can damage a company's reputation with obviously crank bad reviews. Tip for consumers:I have been buying these since the late nineties and love them all. Give it a try, you can always return what you don't like. They do not pay for returns but I've never needed one. Products used:Only the purses. Date of experience: January 29, 2023Purchased this bag for my mom, and she was beyond thrilled. She has wanted a Dooney bag forever. It was made very nicely, and felt very durable. The leather and hardware are very nice. It's a classic design, and we really love it! It also came with a nice dust bag & warranty. Products used:Purse Date of experience: December 1, 2022Ordering online is easy, but the customer service is terrible. Not only the quality of the product matters, but also the quality of the service, which is where they need a lot of improvement. Please improve your way of serving the customer. Service Value Shipping Returns Quality Date of experience: January 31, 2022