Handbags

[Fitzallen]

I've been purchasing D&B bags since the beginning, in brick and mortar stores and in the last decade at QVC and D&B plus Ilovedooney.  I remembered from several years ago I had an issue with a bag I purchased at the D&B website and there was a problem though I don't remember what exactly.  I do though remember their customer service was not helpful at all.

Recently I ordered a bag through their website and paid for expedited shipping.  Earlier in the day I updated my address from my old office to my home.  For some reason, the address change didn't take and I didn't catch it - my bad, and apparently an undoable sin.  So, my bag was sent to my old office.  I realized what was happening while the bag was in transit so I called D&B Customer Service and asked if they could re-route the bag.  They said "No, we can't, but call Fedex."  Fedex then told me they absolutely would re-route the bag if D&B would call them since they were the shipper. 

I called D&B and they said "No, we don't do that."  Like pulling teeth I finally got out of them it is because a rerouting costs them a fee.  I offered to pay for that.  They said "NO."  I explained that I've been a customer for decades, that it was possible I would never get my bag if the recipient wasn't honest upon receiving it.  They didn't care. 

I called Fedex back and they offered to send it to a shipping center where I could pick it up.  I said Fine.  I called D&B again and told them the offer but explained that I don't drive and would have to have someone drive me to a location 30 minutes away, coming and going so please, please, could they just call and re-send to me?  I'd pay whatever the cost!   "NO."  

I then sent them a message on Facebook hoping for a kinder representative and they responded quickly saying "We're sorry and we'll look into it and get back to you."  They have not.   

Is it really such a hardship for them to make a phone call and pay a small fee?  Even a large fee if that is the case and go ahead and charge me for it.  But no, they didn't care, they didn't want to help and that's that.  That's not what I expect from a company who talks about their products as "investments."  They simply do not care about resolving a simple issue to keep a customer.  I will never order from their website again.  QVC provides quality customer service without attitude.  THat's why I shop here.

[Shawnie]

I think i would have let it be delivered to your old workplace and asked someone there to resend it to you.

[Fitzallen]

Thanks but my company moved entirely.  I don't even know who occupies the space now so it wasn't an option. 

[Katcat1]

@Fitzallen,   I would return the bag to D&B and never purchase from them again.  There are so many other handbags out here.  I love Kate Spade sales.  Usually, 25% or 30% off sale prices or Coach.  Speaking of really bad customer service Lori what's her name with all the different inventions has horrible CS.  When that happens to me, I no longer do business with them.

So sorry you had such a bad experience.  

[Linmo]

@Fitzallen Many customer service reps do not have the authority to handle unusual situations.  If I were in your position, I would ask to speak to a supervisor.  You might have more success with them.  Good luck!

[faeriemoon]

D & B customer service stinks.  I find I Love Dooney to be slightly better.  I never order anything from the Dooney website if I have the slightest doubt about the product.  It's not worth the hassle.

[stevieb]

Add me to the list. I don't buy Dooney anymore, from anywhere, and while I never had horror stories with their CS, I never found them to be competent or helpful. Ditto ILD, where I never could get their ordering process to work for me and once I finally got someone to answer their phone, while she tried, there was 'nothing she could do' and they wouldn't take the order by phone. Glad I lost interest in the brand.

[stellabystarlight]

Years ago, i needed a new strap for a D & B bag that had become worn.  I called the Norwalk, Connecticutt office and was told very rudely that they didn't sell straps.  I was so turned-off.  I own at least 50 of their bags and their customer service is really bad.  I had hoped that it had improved, but I guess I was wrong.

[Bigfork]

I agree.    Nothing to do with QVC but I am done one with Dooney and their horrible customer service.   Look at the numerous online complaints on the net.   Decent handbags but a company that cares less about standing behind their expensive bags and their customer reps assistance is deplorable.       Love QVC but will no longer support purchasing these bags 

[Bigfork]

I agree!   I am DONE with this company.    The woman who shows these bags on QVC and Peter Dooney should wake up and hear this.      QVC should also consider the feedback.      The Customer Service at Dooney.com is disgusting and disgraceful.

They NEVER return calls, the gatekeepers who answer the phone line are horrible and seems a revolving door of employees who do not care.   Supervisors are useless and never return calls.   The contact form gets ignored.      It is time.    Time to stop ordering from Dooney on QVC, in outlets, in retail stores and definitely NOT from the company website.

These bags are expensive and they do not stand behind their products.   What  a farce.    Seems these days there is no customer service in anything (except QVC remains great) and I refuse to give my hard earned dollars to a company as pathetic as Dooney.