Complaints

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

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  Dooney & Bourke, Inc.

  1 Regent St Norwalk, CT 06855-1405

• 

  Dooney & Bourke, Inc.

  PO Box 841 Norwalk, CT 06856-0841

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.

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  4/9/24 I ordered a Canvas Crossbody 24 Brown purse ********** from the Dooney & Bourke website. I paid 124.50 for a NEW item. 2 days later 4/11/24, I ordered the exact same bag in Forest Green. My issue is with the Brown bag. It was not new. The items were not packaged similarly. The item can be seen as used. I contacted customer service and was told replacements are not granted. I needed to return the bag and if it was determined that my claim was valid they would refund my shipping cost. So., essentially the remedy is to reorder the bag, but hope that they refund my shipping cost. I explained that the bag was not properly packaged, and that the accompanying documentation is discrepant. This isn’t subjective. The next contact from customer service indicated that I should return the item, marking the reason that the item was defective. This is not sufficient. I am very disappointed with the business practices of this company. I clearly told them that none of the serial numbers match. The tag hanging on the bag has a serial number: ********* The small white tag in the pocket of the bag has serial number: ********* There is a partially recreated sales tag, missing the lot number, and ship date: Serial number ********* This purse has no product registration card. *************************************************** Looking at the 3 serial numbers I send, can they deny sendin used purses to customers, while charging full price? Not ok. I have been a customer for years and know the standard of their purses. Typically there is paper indicating who inspected and packed the item. It was not wrapped in plastic. It had no paper stuffed inside. The straps were undone and already adjusted. It had short hairs and lint on it. It did not smell new. As I wrote this it became clearer, there is something wrong. The passing off used items as new feels like fraud, & without the registration card, I’m just paying $124.50 for a canvas bag?It seems the serial number is meaningless. Customer svce is unconcerned. I want a replacement and a return shipping label. Thank you.

• Initial Complaint

  Date:04/15/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 was trying to find the perfect gift for graduation to *** ****. I went directly on their site made purchases used ****** to assist with payment and ensured I filled out my address in entirety. Verifying my order on March 26,2024 date of purchase the same night I noticed the site removed my apartment number I then fixed the error. Waiting a few days there’s been no update to order status from processing. After more then a week I contact customer service through chat on the website. They only verified the other at first. Second time contacting few days later they responded saying my order is being returned to sender. Without an explanation. Then received an email saying returned because missing apartment number in which where I’m at are condos and we receive mail all the time without apartment numbers because our name is registered here. Long story short I get an email with tracking numbers without receivers information that never doesn’t go to my address one package was in ********* ** another in ****** **. They were marked return to sender and have been received by the company on 4,11,2024. They advised ****** that I’m only to receive 79.00 in return when I paid 166 through ****** and total of 259. So I never seen or received the package wasn’t offered to have the package resent and I asked. I wasn’t even offered full refund or update the the site. This has made me dislike their customer services.

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a new bag (Florentine Zip Pod Backpack), directly from the Dooney & Bourke website on January 22, 2024 for $257.60. The bag description says "Florentine leather has not been specifically treated for water repellency. Thus, the leather will temporarily darken when wet, and return to the original tone once completely dry. The waxed surface may assist in staving off some dirt. With continued use, a lovely shine or patina will develop, only enhancing the beauty of this leather. It is also characteristic for lighter colors to darken with use over time, and with exposure to light. Minor abrasions may be removed or lessened with the use of a very soft cloth and a gentle buffing action. This collection requires no creams, polishes or leather conditioning products to maintain its beauty." With that information, I didn't think getting a few snowflakes on the bag would 'stain' the bag. However, that's what happened and the leather DID NOT go back to the original color when dried, as the description states. I thought maybe it hadn't been the snow, it may have been something else, so I didn't complain. However, last week, I did notice that a few raindrops did get on the leather, and after some inquiries, I expected the droplet marks to disappear once the bag was completely dry (please note, it's a few drop marks, not from a downpour), but it again did not do so. I inquired as to the issue, since the bag is only 60 days old, and the response (on 3/28/24) was: "Our Florentine leather is untreated and will absorb any liquid that it comes in contact with it. Water stains cannot be removed by will lighten in color over time as it dries." This is contradictory to the statement on line and, if this were an issue, I would have treated the leather myself with a repellent. I had asked for a replacement of the bag and the company will not do so.

  Business Response

  Date: 04/02/2024

    This is not a defect in the leather.  Our Florentine leather is known for the patina that develops over time.  The spots you are seeing on your bag will eventually deepen and blend over time, the more you wear it.  This enhances the natural characteristics of the leather.

  Business Response

  Date: 04/02/2024

    This is not a defect in the leather.  Our Florentine leather is known for the patina that develops over time.  The spots you are seeing on your bag will eventually deepen and blend over time, the more you wear it.  This enhances the natural characteristics of the leather.

  Customer Answer

  Date: 04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: the website description and what the response was from the company is not the same.  It is two different things. Website says  "leather will temporarily darken when wet, and return to the original tone once completely dry. " not what the company is saying... which is different. Drying to the original color is what was expected and guaranteed by their description.

  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: the website description and what the response was from the company is not the same.  It is two different things. Website says  "leather will temporarily darken when wet, and return to the original tone once completely dry. " not what the company is saying... which is different. Drying to the original color is what was expected and guaranteed by their description.

  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/11/2024

  As stated this is not a defect .The Florentine collection is not treated for water repellency.  Due to the leathers natural characteristics it is not recommended to treat the bag.  With continued use and exposure to light, this leather develops a beautiful patina which enhances the natural beauty of this leather.

  Business Response

  Date: 04/11/2024

  As stated this is not a defect .The Florentine collection is not treated for water repellency.  Due to the leathers natural characteristics it is not recommended to treat the bag.  With continued use and exposure to light, this leather develops a beautiful patina which enhances the natural beauty of this leather.

  Customer Answer

  Date: 04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is completely not a satisfactory response. The leather did not dry to a nice patina. In fact, it did not draw the water spots at all. And now the bag in the water spots are too different colors. The company has an unconditional guarantee. And I believe it should be adhered to. It is a 1 year guarantee for normal use which includes a light sprinkling of rain.... How disappointed I am With the results. The website states The leather will temporarily darken and dry completely to the original tone. That is your guarantee... I would like to return this bag and either get another one where I will treat it for moisture, Or you can refund my money and I'll send this bag back.

  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is completely not a satisfactory response. The leather did not dry to a nice patina. In fact, it did not draw the water spots at all. And now the bag in the water spots are too different colors. The company has an unconditional guarantee. And I believe it should be adhered to. It is a 1 year guarantee for normal use which includes a light sprinkling of rain.... How disappointed I am With the results. The website states The leather will temporarily darken and dry completely to the original tone. That is your guarantee... I would like to return this bag and either get another one where I will treat it for moisture, Or you can refund my money and I'll send this bag back.

  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 February 6, 2024 I sent away 3 items (one gretta hobo style bag, 1 cosmetic bag, 1 saffiano leather wallet) to Dooney and Bourke Inc. to see if they could repair the items. I paid $24.75 for the shipping cost to ship it to Dooney and Bourke because Dooney and Bourke did not offer a prepaid shipping return label. I e-mailed Dooney and Bourke a copy of the **** postage receipt but they did not want to reimburse me me back the $24.75 I spent. The 3 items I sent away could not be repaired Dooney and Bourke notified me. When I asked for shipping to be waived on the ticket #1292802 which has a order #10092791 Dooney and Bourke did not want to offer free shipping. They charged my credit card $113.91 which included taxes and a shipping charge of $10.00. I would like to please get a refund of $10.00 for the shipping charge. Please also refund the $24.75 as well if possible. Why do I have to pay $24.75 to ship items to Dooney and Bourke and then have to pay another $10.00 for order to be shipped to me? Dooney and Bourke should be paying for the shipping cost of the order to be shipped back to me. On top of that, Dooney and Bourke chose the slowest shipping method to ship out order using ***** Smart Post which then transfers it to **** by boat. For $10.00 it should be a faster shipping/delivery method. I would really like the $24.75 back for the shipping cost spent to ship items to Dooney and Bourke plus the $10.00 shipping cost on the order. Hopefully, Dooney and Bourke can please refund back the $24.75 plus the $10.00 or just the $10.00 would be greatly appreciated. Thank you very much

  Business Response

  Date: 04/01/2024

  Items were not manufactures defects.  Therefore we do not reimburse shipping charges.   customer was offered a trade in program.  She traded in 1 item and was informed and excepted the trade in terms which included the 10.00 shipping charge.

  Customer Answer

  Date: 04/09/2024

  ***** ******* **** ******************** ***** ******** ***** ** **** **** ** *** ********** *********************** ******** ****** *** **** ********

   

  Hi,

  Please cancel BBB case ********. Dooney and Bourke, Inc. Refunded me back the $10.00 shipping cost I requested to be refunded bcak to me. 

  Please e-mail back to confirm that this case has been canceled.

  Thank you,

  ****** ****

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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, Purchased 4 purses from Dooney in Dec. 2023. After wearing one of the purses one time, a piece of material flaked off of the purse. I emailed Customer Service on 2/19/24, and Adam referred me to the repairs department regarding Order Number ********** for the Janine 35. I shared with Amanda from Repairs on 2/19/24 photos of the leather chipping off, and she denied the repair request. I sent a follow-up email on 2/21/24 requesting feedback on why the repair was denied. Amanda did not respond to my second email. It's like my purchase didn't matter, and Dooney & Bourke and its staff didn't care about my experience with its product. Please contact me to resolve. Thank you.

  Business Response

  Date: 04/01/2024

  Please review customers picture below.  This is not chipping/pealing leather and is not a defect. Something may have come in contact with the item to damage it while in use.  

  Customer Answer

  Date: 04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: the lack of customer service is unfortunate, and again, it is clear my purchase means nothing to Dooney & Bourke. It has not offered any suggestion/solution to help the appearance of my bag. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchase a bag on 3/18 for $142.82 from Dooney annd Bourke. They had an 50% off sale and I had an 10% one time use coupon that was used for the transaction. Upon receipt of the bag I noticed the metal tag affixed to the front of the bag is discolored and scratch. Within hours of receiving the bag I contacted them about the defective item. I was told I would need to return the item and then repurchased. Since the sale is over and the coupon was used I requested that the price I paid originally is honored for the new purchase since I am returning the item due to it being defective. I was told no. I find it unacceptable to receive an item that is defective due to their own workmanship and have to pay full price for a replacement. Not to mention based on their return process I will lose $10 for shipping and it appears my sales tax will not be refunded either. So I will lose almost $20 for something not my fault and will not be able to replace the bag at the price I originally paid.

  Business Response

  Date: 04/11/2024

  Customer returned the bag and was issued a full refund on 4/4/24.  She was not charged the return fee.  total refund was $142.82

  Customer Answer

  Date: 04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I ordered the bag for $142 using a sale price along with a 10% one time use discount coupon. I wanted the bag but due to manufacturing defects it had to be returned. My complaint was that the price I paid for the bag was not being honored on a reorder due to a defect that was not caused by a negligence on my part. Yes, I did get a refund since I returned the item but I have not been provided any type of discount code or coupon to reorder the item at the same price. My discount code was a one time use code so that needs to be reinstated since the item had to be returned. So to be very clear since it seems like it wasn’t in the first complaint, I want the $142 price honored on a new purchase.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/22/2024

  Customer was contacted by a Representative.

  Customer Answer

  Date: 04/22/2024

  
  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:02/20/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 and wallet in January 2024. I intentionally had my items shipped to my business address since there is always someone there to accept packages. My order was shipped to the wrong address and I never received it. I filed a dispute on February 7th. Customer service informed me I needed to wait 1-2 weeks for a resolution. I still have not heard back from them. If my package was sent to the wrong address, I should immediately be given a refund, no questions asked as this error is on Dooney and Bourke, not me. In the meantime, I keep getting the run around and I have a feeling I will not be getting my money back. I had no idea such a timeless company did business in this fashion. I am so disappointed in the lack of customer service, I will NEVER purchase another item again. I wish I had read the reviews before placing my order.

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a Dooney & Bouke Moana backpack. Registered my item. Used one time for about 2 hours. The straps and handles are falling apart. I filled out the correct form. I sent in multiple pictures. I was told to mail my item to them insured. I requested a shipping label. Once received, I mailed my item to them. Received an email saying they would charge me for the repair of the straps $20, no charge for the handles plus a $10 shipping and handling fee plus tax. I told them my backpack should be repaired free of charge and sent back to me with no shipping and handling fee or replaced per their iron clad unconditional warranty. Ask for an escalation, called in twice, spoke with Stephanie who said she would speak with the repair department. Was told that the repair department did not deem it as a manufacturing defect. I am not a satisfied customer. This is supposed to be a durable leather product. It should not have a problem the first and only time it was used. This is not normal wear and tear. Need your help in resolving this matter ASAP

  Business Response

  Date: 02/15/2024

  Customer spoke to an agent on 2/5 and was informed that the there was no manufacturers defect.  Customer agreed to pay repair fee.  Customer was also informed that we do not returned to her as all damaged merchandise gets disguarded

   

  ****** ******
  
  Feb 05 16:57
  To:
  Dooney & Bourke
  Show more
  Carol,
  
  Thank you for sending me a picture of the strap that I requested.  It took me a while to get the picture to load.
  
  I will call you tomorrow morning to give you my payment for the repair.  Per our conversation, it was be $20 to repair the two straps as well as the handle and the $10 shipping and handling fee will be waived.
  
  I am also kindly requesting that both the original straps and handles be returned with my bag after the repair.
  
  Please confirm that this will be accomplished.
  
  Sincerely,
  
  ******

  Customer Answer

  Date: 02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I still 1000% disagree that I should have to pay for the repair.  The repair department manager at Dooney & Bourke now claims that I cut the straps.  I asked Carol the customer service supervisor if I could receive the picture that she received from the repair department. Once received I then forwarded Carol another view of the straps and asked her for an exclamation of how they are not considering this a manufacturing defect.  After going round and round and not getting anywhere, my final attempt for resolution was to kindly ask that  the oriingal straps and handles that they are replacing be returned. They refused, saying they cannot do that. 

  In their response to the BBB, saying that I agreed to pay for the repair is not entirely true.  Yes, I did pay for the repair but what choice did I have. I definitely made sure that Carol knew that I am not happy with having to pay for the repair and I still contend that the damage on the straps and handles are indeed a manufacturing defect and should absolutely be covered by their iron clad unconditional guarantee.

  I attempted to upload the picture that i had sent to Carol but it seems that the file is too large to add to this complaint.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 pocketbook on 1/2/24 it has been processing since. After many phone calls I was told I probably would not be getting it. So I purchased another. The next morning I received notice that I would now receive. So I tried to cancel the new purchase right away. I was told I couldn’t because it was processing. That was two days ago. They both are still processing. I do not understand why it something is processing for days or weeks why one cannot be canceled. Except they get a $10 fee for a refund. So for now I have no idea how long this will go on. Not very good customer service

  Business Response

  Date: 01/29/2024

  Order # ********** was placed on 01/02/24 for the style# *************, Small Logo Lock Sac in Brown Tmoro. The website and the checkout process indicated the item is on Pre-Order. 
  The customer was also emailed an order confirmation with the same information on Tue 1/2/2024 1:58 PM, to ********************. 
  We also responded to the customer’s email inquiring regarding her order status on 01/22/24, letting her know the item was on Pre-Order and would ship with 2-6 weeks.  
  
  Order # ********** was placed on 01/23/24 for the style# ********, Small Barlow in Chestnut. 
  An order confirmation was emailed on Tue 1/23/2024 6:56 AM, to ********************. The tracking information was emailed to the customer once it shipped out. The email was sent on Wed 1/24/2024 9:31 PM.  
  The *** shipment 
  ****************** 
  Estimated delivery: 
  Wednesday, January 31?by 7:00 P.M. 
  

   

  please let us know if the customer would like her original order cancelled

  Business Response

  Date: 01/29/2024

  Order # ********** was placed on 01/02/24 for the style# *************, Small Logo Lock Sac in Brown Tmoro. The website and the checkout process indicated the item is on Pre-Order. 
  The customer was also emailed an order confirmation with the same information on Tue 1/2/2024 1:58 PM, to ********************. 
  We also responded to the customer’s email inquiring regarding her order status on 01/22/24, letting her know the item was on Pre-Order and would ship with 2-6 weeks.  
  
  Order # ********** was placed on 01/23/24 for the style# ********, Small Barlow in Chestnut. 
  An order confirmation was emailed on Tue 1/23/2024 6:56 AM, to ********************. The tracking information was emailed to the customer once it shipped out. The email was sent on Wed 1/24/2024 9:31 PM.  
  The *** shipment 
  ****************** 
  Estimated delivery: 
  Wednesday, January 31?by 7:00 P.M. 
  

   

  please let us know if the customer would like her original order cancelled

  Customer Answer

  Date: 01/31/2024

  
  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,
  
  ****** ****

  Customer Answer

  Date: 01/31/2024

  
  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:01/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 put down an order online on the evening of Dec.28th. I really need the bags by next Tue (Jan.9th) because those are important gifts and I will be out of town Wednesday (Jan.10th). So I checked their website *******************************************************, which said the items would arrive 5~6 business days after purchase; I purchased on Dec.28th evening, so ideally it should arrive by Jan.8th (6 business days). It is already Jan.4th (4 business days after purchase), and the order still hasn't been shipped. When I talked to customer service, they just keeping saying it took 5~6 days after shipping which was contradictory to what was promised on the website; even so, the website said shipping usually happens 24~72 hours after purchase, and we were well past that time either. Customer service also couldn't change the shipping method for me.

  Business Response

  Date: 01/29/2024

  per the customers request the order was cancelled