Dooney & BourkeReviews of dooney.com

I ordered a gift for my wife, a Yellow Pickleball Sling bag. I needed it in a hurry so I paid an extra $40 for express shipping. What arrived was an Orange bag, not Yellow. I called customer service. Obviously it is an offshore call center. The rep tried to convince me, without being able to see the bag, that I did receive the yellow one and that it just looks different in my light. When I told him that the website picture shows a lemon yellow bag and that the one I received is traffic cone orange, he said I could return it if I wasn't satisfied but that there would be a $10 return fee and I would not be refunded the $40 express fee. I asked to speak to a supervisor and was given another number to call. I called, got the same offshore call center, and the same answers. For a company that positions itself as an upscale brand, this was the worst customer service experience I have ever had! I lost significant money because of their mistake! I will not do business with this terrible company ever again and will be certain to let others know about my experience.

I ordered a replacement item online. the next morning I tried to cancel the order but was informed it was too late to cancel and that I would have to wait until I received the item over one week later. I don't believe this long-standing luxury brand couldn't cancel an order within a 24-hour window. Their FAQs state there is a flat $10 fee. And the $10 fee is mentioned twice in their policy which looks deceptively like they are referring to the same fee (see copy below). I returned the product completely unopened and they deducted $20.50 from my return. Their customer service manager stated that the “flat returns” of $10 is a restocking fee and there is an additional charge, per the second paragraph, of $10 for shipping, except in my case I was charged $10.50. Their refund policy is deceptive, and the supervisory customer service rep did not care at all. Be careful about ordering anything online with this business as they are not in the business of caring for customers. From Dooney & Bourke online Refund policy: We understand the importance of picking the right accessory. That’s why we offer $10.00 flat rate returns on all domestic orders (plus applicable taxes). If you are not completely satisfied with your Dooney & Bourke purchase, we are happy to offer you a full refund within 30 days of shipment. Products must be in new, unused condition. Return processing usually takes 5 to 10 business days after the receipt of your package. This is an estimate and processing times may vary seasonally. You will be refunded the amount paid for returned products at the time of purchase. Please note that shipping and handling fees are not refundable. By using this online return process, you acknowledge that we will subtract $10.00 (plus applicable taxes) for the shipping cost of your return. After a refund is processed, funds availability varies by financial institution.

I contacted Dooney because there was a delay on my package. Ultimately UPS dropped the ball and lied about me refusing delivery when I was in contact for an entire week trying ti get the package. I was also in contact with Dooney on this. Now I don't have a refund or a purse aha I have to wait 14 days. The bag i got was on sale and the sale will end by then. I'm so pissed that nobody at this company had anything helpful to say. I also think it's VERY WRONG to make the customer wait when none of this is my fault. Bad experience with the Dooney and even worse with shipping. The bag won't be here in time and 8 won't be shopping here anymore.

Well my purchased item was supposed to arrive on April 14th, however today (April 16th) I’ve contacted them and the item was not even sent yet! Well, I’ve requested for refund, which they simply did without even apologizing to a customer. This is atrocious as the point of view of Customer Satisfaction and Lack of Operational Responsibility. Despite the quality of their items, this company needs to learn about the way they treat customers.

They are a nightmare lately. I ordered a bag in the color Aubergine and it came to me in the color Blue. I have yet to hear back from CS and apparently this happened to a lot of people. A few weeks ago I ordered a Wine color bag and got one tagged Cranberry, they are 2 different colors offered on their site. I had to pay to return the bag. I ordered one in the color Ecru and the paint was chipped off in one place.I had to pay to return that as well. I ordered one of the Lucca Bags and after waiting a week for it to ship they cancelled the order via email with no explanation as to why. I finally reached someone via the chat session on their site and was told I needed to wait for someone to answer my initial email, they where snotty about it. The Auberigne bag that was blue said it was assembled in Mexico. The quality control and CS is horrendous now. They basically ship what ever they feel like and dont seem to even check the bag for defects then ghost you. I live in CT and they are manufactured here and I went to the outlet store, it is small and dark and has the same stock it has had for years in it. You would think it would be a beautiful flag ship store. They said I had to go through CS online.I left went to the competition and bought 2 bags. They make the mistake and you pay for it.

The worst customer service I have ever encountered. Super long ship time, over a month. And when bag did finally come they sent wrong color. Would not exchange, plus a 10 dollar fee to return. NEVER AGAIN BEWARE

Your shipping is trash!!!! My husband has ordered the same bag and it still had not made it to my door. The first time he ordered it he had to get a refund because it was not found because you choose to let UPS use a shipping partner of USPS. Order in Jan and never came. Now ordered on 3/2 and nothing or no delivery info. They are stealing these bags y’all continuously keep using the same shipper. Bag should have been here on 3/9 and no info is available from USPS AT ALL!!! I will never order another bag from this company again. Poor customer support when it comes to locating the order and second time we will have to get a d*mn refund. NEVER AGAIN!!!!!

I honestly don’t think Dooney gives a crap about their poor reviews and low BBB rating. I returned my bag. I was informed upfront a $10 fee would be deducted from the cost for shipping back to them. They deducted that $10 from my refund plus the $10.50 I paid to have it shipped to me! What?! So a total of $20.50 was deducted. No where, and I repeat no where does it say in their shipping policy or terms that they take the original shipping fee back! That I paid for!! They are overseas, broken English and no training!! And they truly don’t care!!