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Business Profile

Handbag Manufacturers

Dooney & Bourke, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Handbag Manufacturers.

Complaints

This profile includes complaints for Dooney & Bourke, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Dooney & Bourke, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 113 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ****************** Placed on 03/26/2025 *** Website **************************************** I’m ordered a bag and it’s a fake. I cannot get ahold of

      Business Response

      Date: 04/30/2025

      GOOD MORNING

      I AM WRITING IN RESPONSE TO COMPLAINT # ********, ***** ****.

      THE PHOTO SHOWS DOONEY & BOURKE PRODUCTS WITH SALE SIGNS OF 40% OFF.  THE PHOTO ACTUALLY LOOKS LIKE IT WAS TAKEN AT ONE OF OUR OUTLET STORES.

      IT IS NOT A *** SITE.  *** IS AN OFFICIAL SELLER OF OUR PRODUCTS.  THEY SELL GENUINE MERCHANDISE AND WOULD NEVER SELL A COUNTERFEIT.

      I AM SO SORRY YOU WERE DEFRAUDED!  THERE ARE A LOT OF COUNTERFEIT SELLERS DEFRAUDING BUYERS ON A DAILY BASIS.  IF IT LOOKS LIKE A DEAL, IT 

      MOST LIKELY IS NOT.

      PLEASE ACCEPT OUR APOLOGIES.  YOU CAN CALL YOUR STATE ATTORNEY GENERALS OFFICE AND FILE A COMPLAINT.

      CAROLYN D******

    • Initial Complaint

      Date:04/07/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On or about April 3, 2025, I was about to purchase an item from Dooney & Bourke and was offered a 20% of discount on my next purchase in exchange for providing my email address for marketing purposes. I did so and received an email with a promo code for the 20% discount but when I tried to use the code it would not accept it. The email did not indicate there were any exceptions. I contacted customer service who said my purchase was not eligible for the discount. When I asked where the language was regarding the exception, I got no answer, just a repetition of the not eligible. I felt duped. I provided something of value and expected D&B to be true to their word. I believe it is false advertising. This is not a large dollar amount. I was looking to purchase a $65 item, nylon front zip tote. What I am looking for is an apology and for D&B to give me the discount they promised.

      Customer Answer

      Date: 05/08/2025

      The company responded directly to me and said they would honor the discount. I ordered the product and was told the discounted amount would be refunded to me. If that happens, I will be satisfied. 

      Thank you for your attention to this matter. 

      *** *****


      Business Response

      Date: 05/14/2025

      Dooney & Bourke has reached out to the customer *** *****, discussed and resolved her concerns.  Any questions please feel free to reach outl

      Customer Answer

      Date: 05/14/2025


      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.

      Sincerely,

      *** *****

    • Initial Complaint

      Date:04/04/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      See email below - I have reached out twice since receiving, no response and still no refund.Based on their policy, it should already be in my account: On Monday, March 17, 2025 at 11:20:47 PM CDT, Dooney & Bourke Support wrote: Hi *****, Thanks for contacting Dooney & Bourke. We sincerely apologize for the inconvenience caused. Your order "**********" for the item "All-Weather Leather 2 Duck Bag-Jeans *******" was received on 3/10/2025. Once we receive the item, it takes 2-3 business days for the inspection, and after that, it usually takes 5 to 10 business days for the refund amount to get reflected in your account. If you require any further assistance, please do not hesitate to contact us again, and we will be glad to assist you. Regards, Daniel Dooney & Bourke

      Business Response

      Date: 04/28/2025

      Yes, this was refunded on April 8th. It is 10.00 less for the return label fee.


      110.42 LESS 10.00 RETURN LABEL FEE  TOTAL REFUND 100.42

    • Initial Complaint

      Date:03/31/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I ordered a bag from Dooney and bourke on March 14, 2025. Order number **************. Usually the orders are shipped within 2-3 business days. It is not the 1st time that I ordered from them. However this time I did not receive any emails. So I contacted the customer service twice. 1st answer I was told I will have an answer in 48 hours maximum. Because I didn't receive any answer I reconnected the customer service so I was told need to wait little bit longer?? It is more than 72 hours now, no one contacted me or send any updates. I just checked the order it is the same status as before. For this reason I request my money back. Thank you for your help. Have a nice day

      Customer Answer

      Date: 04/10/2025

      Hello, 

      I do not have any updates. Will be one month on April 14, 2025 since I ordered. The company does not respond to my e-mails. 

      I want my money back. 

      Please help. 

      Thank you for your support. 

      Business Response

      Date: 04/28/2025

      The customer placed an international order on our website. The item ordered was on backorder at the time.  The customer emailed us on 4/13/2025, 9:18 PM to get an order status.
      The customer was emailed back by us on April 14, 2025 at 12:06 PM:
      Good Afternoon,

      Thank you for contacting us.  The item from your order was a pre order item that did not ship out to our international shipping facility ******** until 4/2/25.  They have received this item and it is being processed and prepared for shipping out to you.  Once this item ships, you will receive an email with *** tracking.
       
      Regards,
      Christy

      Customer was emailed by us again on April 18, 2025 at 9:09 AM:
      Good Morning, 

      Thank you for contacting us.  Your order is on the way.  It shipped via *** with tracking# **********.  Please contact us back if we can further assist you.

      Regards,
      Christy

      The customer was also sent an email from ********  ( our international shipping partner) on 4/15 with a shipping notification.
      Date? User Operation Additional Information
      2025-04-15 23:28:35 Mailer Email sent: OrderDispatched To: **********************
      Subject: Your order has been shipped! - Dooney & Bourke by ******** - order number **************
      Language: English - ****** *******

      *** website shows the package was delivered to the customer on April 23, 2025.

      Wednesday, April 23, 2025                                                     Location                                                                       Time                        Pieces
      ** ********* ****** ******* **** * ****** * ****** 17:26  1 Pieces


      Customer Answer

      Date: 04/29/2025

      ***** ***** ******* ************************ ***** ******* ***** *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* ***necticut Regarding Complaint #********

       

      Hello,

      Please close the case. 

      I received my order from Dooney and Bourke. 

      Thanks 

    • Initial Complaint

      Date:03/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a handbag from Dooney and Bourke. Supposedly, *** delivered on 3/19. We have cameras that records and alerts when someone approaches. That never happened. I’ve contacted both Dooney and Bourke and ***. Each one opened an investigation but each is telling me to contact the other. No one wants to take responsibility or refund my money.

      Customer Answer

      Date: 03/21/2025

      You may close this. Package was found. Thank you.

    • Initial Complaint

      Date:02/21/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a purse on 1/27 and never received it. Every time I have tracked the order the date would get further and further out. After three weeks I finally emailed D&B. I tried to “chat” with them via their website on several occasions but got absolutely no response. I emailed and asked about the status. I received an email back from Christy stating that they would check on the shipping status, but that could take 1-2 wks!?.? To check the shipping status? Later that same night I received a text from *** letting me know there was a shipping exception on the package. The msg stated that the delivery was rejected by the recipient and was being returned to the shipper. No one ever tried to deliver that package to me. I emailed D&B about this and have yet to receive a response from them. I order a lot of things online and this is by far the worst experience I’ve ever had. They took my money, I never got a purse and now they won’t respond or refund my money! I expected way more from this company and I will NEVER purchase anything from them again!

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Although they say that they will repair an item if it's past the one year warranty they outright refused but they do promise a lifetime of enjoyment with their guarantee I will upload that guarantee they say that it should be enjoyable for a lifetime but it isn't with those peeling problems the the metal is coming off the shiny part of the metal is all tacky leather is coming out on the piping I mean plastic is coming out of the leather piping

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a bag on 01/03/2025 and returned it within a day or so because I decided I didn't like the item. I shipped it back and they received it on 01/13/2025. The new return policy should have reimbursed me by 01/30/2025 and I still have not received my money. Order # **********. I just want my money back.

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have continuously contacted this company and spoke to multiple incompetent employees regarding this matter. I placed order# ********** and literally minutes later I cancelled the order online and I called and spoke to "Spencer" who provided me reference#****** and assured me that my order was cancelled. I then receive an email from Cristy telling me that the order had already been shipped and couldn't be cancelled. I called back and spoke to "Nick M*****" and he told me to still proceed with the return process and give the reference number that "Spencer" gave me and the shipping would be waived. I called back the next day and spoke with "Blake" who told me that there weren't any supervisors available and call back to speak to a "special department". I called back the next day requesting a supervisor due to being beyond frustrated and it was someone named "Carol". She emailed me a return label and also specified on the return label (which I will attach) that I should not be charged for the return. I called a week later and spoke to a supervisor named "Christine" because I also ordered a purse that started falling apart but due to the nightmare I've been dealing with I am also hesitant about returning it. She sent me a return label for that item as well. I then inquired about them receiving my initial return and she said it had been received and a refund of $31.44 was processing but she saw that I was supposed to receive the full $41.44 and she reached out to "accounting" to fix the issue. Of course, I still only received the incorrect refund of $31.44. I called today and someone named "Jason" told me that it is up to "Stephanie" to return the remaining $10. WHO ** *** **** IS STEPHANIE, and how does this matter concern her? I want my money back and I WILL NEVER UTILIZE DOONEY AND BOURKE NOR THEIR PRODUCTS AGAIN!

    • Initial Complaint

      Date:01/17/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two purses from Dooney&Bourke on January 5th,2025. Both items purchased showed in stock at the time of purchase. Dooney&Bourke confirmed my order for processing and sent a shipping confirmation. Upon delivery and opening the package, there was only one purse in the box. I contacted Dooney&Bourke on January 16th to report the missing item. They then told me that the camel colored backpack purse that I purchased was on back order for 4-6 weeks. The website as of today is showing the backpack purse in stock and not on back order. I called Dooney&Bourke on January 17th and spoke with a supervisor by the name of Stephanie S that advised they could not offer any sort of solution to rectify the false advertisement and lack of communication that the backpack purse is on backorder. Imagine the panic caused by thinking both items were processed and shipped only to open the box and find one item. Dooney&Bourkes customer service was distasteful and basically was communicated as oh well you have to wait 4-6 weeks. I respectfully request that Dooney&Bourke offer a resolution to me as the company never communicated that the item was unavailable during multiple steps of processing my order. I have attached the screen shot of the item listed on their website as of today January 17th as in stock, I also have attached a screenshot of the deceptive shipping confirmation as if both items were shipping and they only shipped one item.

    Dooney & Bourke, Inc. is NOT a BBB Accredited Business.

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