Dooney & BourkeReviews of dooney.com

The package was damaged and now I have to pay a return fee for it, it was $ 500

I am a fan. I have multiple Dooney and Bourke bags, one bought in store while I was in the US, another 5 I bought at their online store. Here's where the problems start. The brand is let down by the online customer service and experience: When you shop online from the UK, you get the prices excluding VAT on the site and in your trolley, and the VAT only gets added on checkout. That is not legal in the UK. You must display consumer product prices including VAT. But as I find the bags still worth it, I pursued with my orders. Twice now, this has led to disappointment. The orders do not get shipped for weeks, and you have no idea why. You get no updates. When I finally chased the last order, I was told it had been delivered. It was nowhere to be seen. When I asked for details, they sent me proof of delivery for an address in the US. When I questioned this, they insisted that was my shipping address even though I told them I am located in the UK - see attached pic. When I sent a copy of my order with my UK address, I finally received confirmation of the items being shipped - that day. Seems like a forgotten order. No apologies for the miscommunication or delay. Emails from different service advisors each time so no personal touch. I just hope the bags arrive! I don't expect everyone to be like Amazon but 2 weeks before an item gets shipped is a long time - unless you would set the expectation when the goods are purchased. Then you can make an informed decision. Now it just seems they ship when they feel like it.