topic Re: Dooney customer service in Dooney & Bourke

Dooney customer service

lynettey — Tue, 23 Jan 2018 15:47:08 GMT

I sent dooney a brand new bag to create a strap for me, which I was then told they could not do. Now they wont send me back my 568.00 handbag. I have sat on hold for in excess of 40 minutes and longer only to be hung up on once I get a person. They have the worst customer service.

Re: Dooney customer service

Imaoldhippie — Tue, 23 Jan 2018 15:50:44 GMT

Wow, what is their reason for not returning your purse? I think I would find out where they are located and call the police in that city and tell them your purse has been stolen. Just a thought. Hope you get it back soon.

Re: Dooney customer service

lynettey — Tue, 23 Jan 2018 16:12:00 GMT

I have no idea whats going on. If I could actually speak to a person, maybe I could find out.

Re: Dooney customer service

MarkeieMark — Tue, 23 Jan 2018 16:13:39 GMT

I've sent coats back to manufacturer's to have the sleeves altered once I knew the fit was right, but why would you have to send back a bag to create a strap? Was it going to be attached? And why would they not know they couldn't do it in the first place?

Re: Dooney customer service

De Anna — Tue, 23 Jan 2018 16:20:34 GMT

Wow! What kind of company would not send back a purse that has been paid for? And doesn't belong to them. I would keep on them, about returning your purse. Good luck!!!

Re: Dooney customer service

Peaches McPhee — Tue, 23 Jan 2018 16:59:42 GMT

@Imaoldhippie wrote:
Wow, what is their reason for not returning your purse? I think I would find out where they are located and call the police in that city and tell them your purse has been stolen. Just a thought. Hope you get it back soon.

Yeah, I am sure the police will get right on that . . .

Re: Dooney customer service

mimilucy — Tue, 23 Jan 2018 23:37:34 GMT

I can see why the wouldn't "create" a strap for you. They mass produce. They don't do individual orders like a true design house. I am very surprised you have not received either your bag or a refund. Appeal to your credit card company and put everything in writing. Good luck.

Re: Dooney customer service

lynettey — Wed, 24 Jan 2018 15:04:18 GMT

According to the gal in the repairs department, you must sent the bag in to have a strap created. She also was certain they could do it. Then, once they got the bag, they told me they couldnt create custom straps. Interestingly, I spoke to the same gal bpoth times, and she denied our first conversation. Had she not told me to send it in with specific details,. I would not have spent 20$ to ship to them. Now they are holding it hostage. I love theior bags, but they have the worst customer service. Im not sure if I will ever get it back. I finally got throigh yesterday, and the very same gal said its sitting in their shipping department almost 10 days now.

Re: Dooney customer service

lynettey — Wed, 24 Jan 2018 15:05:55 GMT

Thanks, yes I will keep calling, just hope it eventually comes back to me, and hopefully not damaged. I will never ever send them a bag for anything, repair, etc.

Re: Dooney customer service

lynettey — Wed, 24 Jan 2018 15:09:04 GMT

Thank you. They do actually make straps, but they only make straps that would have been the strap that should have come with the bag originally. Unfortunately, when I called to inquire, the gal misled me and said they could create just a leather strap for my bag, which originally came with a webbed strap. I wouldnt have bothered paying to send it in in the first place, had she advised correctly. At this point, I just want my bag back!

Re: Dooney customer service

NicksmomESQ — Wed, 24 Jan 2018 15:39:40 GMT

@lynettey I would report them to both the Better Business Bureau & The Attorney Generals office of your state as well as the state they are in!! I’ve done it on another matter & I got results.

Good luck!!

Re: Dooney customer service

lynettey — Thu, 25 Jan 2018 14:33:06 GMT

Thank you. I am giving them until the end of the week to send me a tracking number, and then I will take your advice.! Thanks for the tip!

Re: Dooney customer service

lynettey — Fri, 26 Jan 2018 20:33:32 GMT

So, I finally reached a manager two days ago. The reason they have not sent my bag back to me is because they can't print a label. So for 10 days now, they cant print a label. This is a retail company, unbelievable. I dont buy it actually, I think they lost my bag. Monday I file a claim with the BBB, which BTW, they have an "F" rating with.