Re: Dooney & Bourke customer service

Q4u · ‎03-17-2010

As much as I love the handbags and have for years, their customer service is awful. My first designer bag was a roughed up Dooney I found in a thrift store in the 90's that I loved and have bought new ones and loved them since.... BUT if you have a problem.... their CS is lacking.

I had a wallet repaired and the repair was terrible and they threw it in a box about a foot and a half long, a foot wide and about six inches in depth and it was sliding around in there with no tissue, no plastic wrap, nothing to stop the leather from being scratched and when I called to complain I was treated rudely and told I was lucky it was repaired at all! This was late 90's or early 2000's....

*~"Never eat more than you can lift......" Miss Piggy~*

Blingqueen023 · ‎03-09-2010

I have a question for you ladies. First of all, I have to agree that their customer service isn't the best. I've dealt with them a long time ago concerning a backordered item and got nowhere with them and haven't ordered since recently, when they offered a 20 percent discount on their bags. I just recently received their Amelie Tote/Satchel whatever it is in the chestnut and love it.

My question is this. I thought their warehouse was in CT.. When I ordered the bag I just received, it was shipped out from CA instead of CT. After it was shipped out, my tracking read left CA and then the tracking stopped. I was never able to track the bag at all. I was lucky to even receive it. I love the bag I received, but I just didn't have a good feeling about ordering from them again. I won't. I was just surprised that they had a warehouse in California. All the bags I ever ordered from them always shipped out of CT. Very strange.

Linmo · ‎12-16-2013

@Blingqueen023 wrote:
I have a question for you ladies. First of all, I have to agree that their customer service isn't the best. I've dealt with them a long time ago concerning a backordered item and got nowhere with them and haven't ordered since recently, when they offered a 20 percent discount on their bags. I just recently received their Amelie Tote/Satchel whatever it is in the chestnut and love it.

My question is this. I thought their warehouse was in CT.. When I ordered the bag I just received, it was shipped out from CA instead of CT. After it was shipped out, my tracking read left CA and then the tracking stopped. I was never able to track the bag at all. I was lucky to even receive it. I love the bag I received, but I just didn't have a good feeling about ordering from them again. I won't. I was just surprised that they had a warehouse in California. All the bags I ever ordered from them always shipped out of CT. Very strange.

@Blingqueen023 They also have a warehouse in Fontana, CA. I live in Northern CA and most of my Dooney purchases are shipped from that warehouse. I think they ship from whichever warehouse is closer to the delivery address, unless the item is only available in the other warehouse.

They usually ship to me via UPS Surepost, which means that UPS transfers the item to the post office for delivery. After that point, I usually can't track it, but know that it's a day or two away from being delivered. HTH

Blingqueen023 · ‎03-09-2010

@Linmo wrote:
@Blingqueen023 wrote:
I have a question for you ladies. First of all, I have to agree that their customer service isn't the best. I've dealt with them a long time ago concerning a backordered item and got nowhere with them and haven't ordered since recently, when they offered a 20 percent discount on their bags. I just recently received their Amelie Tote/Satchel whatever it is in the chestnut and love it.

My question is this. I thought their warehouse was in CT.. When I ordered the bag I just received, it was shipped out from CA instead of CT. After it was shipped out, my tracking read left CA and then the tracking stopped. I was never able to track the bag at all. I was lucky to even receive it. I love the bag I received, but I just didn't have a good feeling about ordering from them again. I won't. I was just surprised that they had a warehouse in California. All the bags I ever ordered from them always shipped out of CT. Very strange.
@Blingqueen023 They also have a warehouse in Fontana, CA. I live in Northern CA and most of my Dooney purchases are shipped from that warehouse. I think they ship from whichever warehouse is closer to the delivery address, unless the item is only available in the other warehouse.
They usually ship to me via UPS Surepost, which means that UPS transfers the item to the post office for delivery. After that point, I usually can't track it, but know that it's a day or two away from being delivered. HTH

@Linmo Hi Linmo. Thanks for answering my post. They must not of had that bag in CT since I live in Maryland. I had no idea they had a warehouse in CA. This is the first time I had a bag ship from there. Thanks again for answering. I learned something today. Have a fabulous day today.

Bigfork · ‎04-21-2012

I wanted to start a new blog but just tagged on to others who are fed up with the disgrace of customer service of this company and how much they care less about it's customers.

In the past two weeks I saw a bag online and called twice to two of the WORST frontline customer service agents----ever. Never ordered the bag.

-Asked for a supervisor the third time I called----never came to the phone

-Tried later in the evening --"no customer service supervisor, call back later"

-Called two stores in Calfornia to see if they could possibly have the bag, of course not

-Called Las Vegas store. Had a nice kid who VOWED to help me follow up and find this online bag and look in his Master file of warehouse items. Told me he would call the

next day-----NOTHING. i CALLED HIM BACK. Well, he now dumped this on his supervisor who would "know more"-----never heard anything from her.

-Sent TWO contact complaints to the online email for follow up . Got one message that I would get a reply in 48 hours. It has been four days. NO FOLLOW UP.

NOTHING.

Here you have a customer looking for a bag that is online and not any dang agent will help, no supervisor helps, no supervisor calls back, no emails answered. Are we kidding??? Sue Clifton---since you are so close to Peter Dooney as you boast on TV why in the world would you not update this disaster of a company? How can one person want one of your products and this is the respect and help this company gives to a customer and what you hire as your staff?

Am I done? Thoroughly. If you read these emails, Ms. Clifton , you can please contact me and let's see if there is any hope in making good on a bag I want online. You do not have this on QVC, yet I am also done with Dooney on QVC because of this disgrace of a business. Let's see if you can find your way to me?

faeriemoon · ‎03-14-2010

@Bigfork Don't count on it.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

faeriemoon · ‎03-14-2010

Also, to anyone who doesn't know, don't even bother "registering" your bag with the little yellow card that comes in the zip compartment. It's for marketing purposes only. It in no way helps when you need service or a repair.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

NicksmomESQ · ‎08-19-2014

Yes, Dooney customer service is terrible.If you want a hand bag company with excellent customer service try Aimee Kestenberg.I purchased a bag last year through QVC. After about 6 months I had an issue with it.

I emailed customer service.I heard back in less than 24 hours. The rep said that they wanted me to be happy.She advised me to go to Aimee’s website.She told me to pick out any bag I wanted.She emailed me a return label.As soon as the return was scanned in at UPS I got an email that the new bag was mailed.

I received the new bag within a few days.I’ve been carrying since the Spring!!

I love AKB !!

shiloh 81 · ‎09-03-2010

I've had more than one issue with their customer service. I find any time you call and ask questions No One Ever Knows the answers. It's pretty bad when I seem to know more information on a handbag from watching QVC then the customer service reps do.

I've had my fair share of issues with repairs as well. I choose to spend my money elsewhere now, way too much aggravation for me.

Sunshine Kate · ‎03-10-2010

@shiloh 81 wrote:
I've had more than one issue with their customer service. I find any time you call and ask questions No One Ever Knows the answers. It's pretty bad when I seem to know more information on a handbag from watching QVC then the customer service reps do.
I've had my fair share of issues with repairs as well. I choose to spend my money elsewhere now, way too much aggravation for me.

Same here, @shiloh 81. I'm through with D & B.