ComplaintsforI Love Dooney.com
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Complaint Details
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Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed the order on line. After receiving the confirmation with the size of wallet, realized the large size wallet only measured 4.5" W. Called immediately to cancel and they were closed till Monday. Called Monday morning when they open. Was told they could not help, could've talk to a supervisor to work something out. I only wanted to replace that to a larger size and pay the difference and not be charged on shipping going and return. Couldn't help she said.Business response
08/19/2024
Order # ***********, has been cancelled and refunded. The customer can place a new order for the bigger sized wallet they desire.
Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered this last purse on on wearing it the first time notice there and inperfection marks in the leather and that the outer pocket i has an imperfection on one side that the previous three purses do not have in the exact same style. Although it is just past the 30 day return I would have to reorder the satchel but instead of paying 160.00 I would now have to pay 199.00. They offered a return but would not do a price adjustment for me to reorder a new one. I also ordered the wallet clutch in the same color. What am I suppose to do with that if I don’t have the satchel. I spend money with dooney and have been a customer for years very disappointed in the response that I got. I would like to be able to order the same satchel for the same price in the same color.Business response
05/30/2024
We emailed a free *** return label on May 15, 2024, for the item to be sent into us for inspection.
The *** return label, tracking number ******************, has not been used yet. Again we ask for the customer to send the item into us for it to inspected and then we can relay the options that can be offered based on the inspection of the handbag.
Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 10th I received the Lexington Hot Cross Body in Hot Pink. It came in with a major crease on the front pocket that is not an imprint, but in the make of the leather. I reached out to customer chat with Arthur on April 11th around 10:50 am asking if I could have it replaced. I was told they wouldn’t replace it and would charge me another $10 for shipping again after inspecting to make sure it was deemed “damaged.” I told him I had pictures etc… and it seems like a hassle and wondering why I can’t just get another one after I returned it. I kept getting “ I apologize for the inconvenience” he didn’t attempt to work with me at all. I even told him the bag was only $85 so it might not even be worth the process, I just won’t shop there again and how I also had an incident prior where my coupon wouldn’t work and I couldn’t get assistance online and it eventually expired. I never heard back from anyone. He then responded back with again “Sorry for your inconvenience.” In the chat, he hadn’t mentioned yet his name, so he could offer generic responses. Then when I asked him what it was ( without providing a name he can behave in any way without accountability) and I need it for reference, he told me, then closed the chat and promptly ended saying “thank you”. I felt like there was no effort after I received a damaged product to at least try to get me another after my purse was returned and definitely not be charged for shipping twice! It was the companies poor goods causing the issue. I also feel this whole “Karen” culture thing is affecting accountability with businesses. If there is an actual problem and you express concern, there is little effort to resolve it. Does the company have people trying to get free bags claiming it is damaged or something? I just want a replacement unless the product is out of stock? Was he inconvenienced? I am complaining due to poor policies, products and customer service. I have all pictures, screenshots to back up the claim.Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered 2 purses from this company but only one was delivered. The other was marked undeliverable for some reason as to be sent back to I love dooney. When I called once before, I was told it would be 10 days before I could receive my refund since I never received the package. Now im being told by Amy today it will be 8 weeks before I can get a refund for an item i have not received. Its strange the other purse was delivered with no problem but the other one was not. This is not my fault and I do not steal packags. Either UPS or USPS stole my other purse and it's been over a month. I want my full refund back to my account. I will not refer them or order from them ever again.Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On 12/4/23 I tried to place an order at ilovedooney.com ; I was never able to get to the confirmation screen and I never received an email or any other notice confirming the order was successfully placed. As a precaution I waited until the following day, 12/5/23; Since I still had not received an order confirmation or email, I placed the order. This time I did get confirmation for Order # ***********. Days later I received 2 boxes from ILoveDooney.com, each contained the same items. Apparently the unconfirmed order, # **********, placed on 12/4/23 had actually transacted. I still have not received a confirmation email; the only proof I have the order actually went through is the receipt that was in the box along with merchandise that arrived. I sent an email to Customer service through the Ilovedooney.com site requesting a pre-paid return label; here is the response: Christy (ILoveDooney) Dec 27, 2023, 08:49 AST Good Morning, Thank you for contacting us. Unfortunately, we do not offer pre paid return labels. Please visit our Return Page to begin your return. Regards, Christy ILoveDooney I had never had a problem with this vendor. However, since this incident I have learned this is fairly common practice for them. It's hard to believe ilovedooney.com expects their customers to bear the cost of the failings of their online store. I want to return the duplicate items and be refunded in full ($229.54) with return shipping pre-paid by the vendor. I am hoping you can help me get them to cover the return shipping cost. Thanks so much, ***** *******Business response
01/05/2024
***** *********** *********************************** *** ************************ ***** *** ** ***** ******* ******** ***** *** *** **** ****** *********** ***** *********** *********************************** *** ************************ ***** *** ** ***** ******** ******** ***** *** *** **** ****** *********** Both order confirmation emails were sent, as per the records above.
We offer returns on our website.
********************************************************
Customer response
01/12/2024
Complaint: ********
I am rejecting this response because:I have painstaking reviewed my email and did not receive the communication you claim to have sent confirming the 12/4/23 order. Interestingly, I have emails from I Love Dooney all the way back to early 2022 but not the one you cite as evidence for me to incur this expense.
I also confirmed with IT professionals and they all agree you could have printed the document enclosed with the order but it does not prove the email was actually sent to me and is not sitting on a server.
This has now become a matter of principle for me and I do not intend to foot the bill to return this erroneous order, We can go to court if you like.
Do not drag your feet and then try to tell me the time to return this merchandise has past and you won't take it back.
Sincerely,
***** *******Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on I love Dooney and I’m not even 24 hours I tried to cancel it. It was still being processed. They told me I could not cancel or make any changes once order was placed. So then I told them I was stopping payment which I did. And they shipped the purse to my home. No one was home when the package came. There is proof of delivery from ***. The package was gone by the time I arrived home. My issue is where is the policy while I was placing the order I emailed them at 5 am to cancel it. They would not do it. The package was still processing so there was no reason this could not be cancelled now they want me to pay 246.00 for a stolen package. I don’t have that sitting around that’s why it was cancelled. I really couldn’t afford it so I decided to cancel.Business response
01/05/2024
We are sorry to hear what happened to your package after it was delivered to you. According to *** records, the package was successfully delivered to the shipping address specified on your order. Please note that any theft occurring after the delivery is beyond our control and responsibility.Customer response
01/05/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
********* *****Initial Complaint
12/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Dec 11, 2023, I purchased 2 items from the ilovedooney website, that total $112.16. I can't remember the exact date, but I did receive one item (cosmetic case) within a day or two. Since I wasn't emailed that it was shipped, I decided to track the other item and saw that BOTH items still said "processing". Since it's the holiday season, I have been ordering online and unfortunately have had two packages stolen from me. For those two purchases I had proof (pics that the drivers took) that the packages were delivered. But again, unfortunately my and others in the building I live, have been having our packages stolen. The two other retailers (Macy's and Think Royln) both issued me replacements. Also, once I saw the pic of the Macy's delivery, I realized the other package must have been the wallet from Dooney. I later reached out to the website via email and was first told that I should check around and asked neighbors if they have my package. I then wrote back that I knew what happen to the package and acknowledged that on their end they were not to blame. However, I was still hoping that they would attempt to want to satisfy a RETURNING customer by offering to replace the item. The second rep that responded to my email was literally short in her answer and offer no resolution. Therefore, explaining this complaint. Also, I broke the payments into 4, so I'm still paying for the item. Thank you.Initial Complaint
12/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed order on November 30, 2023 Received notification that said order was delivered to mailbox on Sunday, December 3, 2023. Never received. Waited a day or so thinking it will arrive next day but nothing. Contacted Dooney to file claim and they said they would investigate. I did my own investigation and contacted ****** ****** **** ****** after checking the cameras on my property and seeing that mail carrier drove by my property and parked few houses away, made deliveries and drove off without ever coming over to my property. I reached out to them twice and after they investigated received an email from them apologizing for their error. I forwarded email to Christy from Dooneys customer service dept. 2-3 days later after speaking to Rosie. Once again Christy told me they were still investigating and said someone will email me or call me. Waited and still no communication. My last communication was with Susan Thursday/Friday, who said she would escalate matter. Today is December 10th and I have yet to receive any type of communication, nor have they refunded the money for purchase, nor have they sent a replacement. The one time I order from this company and am very disappointed. Very unprofessional. Quick to take your money but non responsive when issue arises. I’ve been patient and went as far so as to investigating this matter myself. Made it easier for them by providing proof and they still don’t refund the moneys paid or send a replacement.Business response
12/11/2023
We were very sorry to hear that item was lost in transit to you. We had refunded you for this order when you sent the information from the carrier. Please verify the refund in your ******** account.Customer response
12/12/2023
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.
Thank you for your help. I have confirmed receipt of refund.
Sincerely,
******** ********Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I recently purchased a bag from Dooney & Bourke. Within the month, the leather strap broke down. Looks like it began to rot. I reached out to customer service. They asked for pics, I sent them. They then instructed me to send the bag in for repairs, I did. I was later told I would have to pay for the repairs. I refused because they supposedly guarantee their product. I asked for them to send my bag back. I reached out on several occasions and have not been answered and my bag has not been returned. This has been going on since Oct. 25, 2023. I have all the email correspondence if you would like to read them, I can forward them to you.Initial Complaint
11/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
*********** of 11-17 from I Love Dooney delivered 11-28 to ******** address per *** & ****, not my address in ******* **. Amanda in CS referred me to ***, NO help. 3 texts this AM before she responded that order # was wrong, order cancelled due to so many orders and credit to be issued. Everything about this order was handled incorrectly and I was never notified until I inquired. Even claimed she gave me incorrect order # but new one was the same. Card charged immediately. Credit issue date not commuted. No wonder they are not affiliated with BBB!Customer response
11/29/2023
Credit for full amount issued today. Thanks!
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Customer Complaints Summary
51 total complaints in the last 3 years.
12 complaints closed in the last 12 months.