Dooney & BourkeReviews of dooney.com

I recently purchased a Pebble Grain Satchel directly from Dooney & Bourke. Out of the box, the purse had a blatant manufacturing defect where the dark edge paint along the side seams was completely jagged, messy, and unevenly applied. When I reached out via email with photo proof, a representative named Tom explicitly promised me in writing that because the item was defective, the standard $10.00 return shipping fee would be entirely waived upon inspection. I used their return portal, printed the label, and mailed the defective bag back immediately. Despite their written promise and clear photo evidence, the warehouse processed my return and incorrectly deducted the $10.00 fee anyway. To make matters worse, the company completely blocked or withheld the verified review link for my purchase—clearly trying to hide honest feedback and photo proof of their quality control issues from their website. While I ended up purchasing a different size set that I do love, the stressful customer service, broken promises, and shady review suppression mean I will sadly never buy from this company again. Check your refunds closely!

Important warning before buying from the Dooney & Bourke official online store Once you complete an order on their website, cancellation is completely impossible—even if you try to cancel just a few minutes later. When you contact customer service, they try to shift the blame to the customer, claiming, "You contacted us too late, so cancellation is impossible." When you point out that there is no cancellation button on the website, they casually admit, "Oh, that button doesn't show up on the page." I requested a cancellation just 7 hours after my purchase, before any shipment took place. They refused, claiming the item had already been shipped. However, the item hadn't shipped at all; they simply claim that once a shipping label is printed, cancellation becomes impossible under any circumstances. Even when I offered to forfeit the $10 shipping fee and taxes and just cancel the order while the bag was still sitting in their warehouse—in a state where cancellation is technically very easy—they still refused. Later, I found numerous posts on the BBB (Better Business Bureau) warning that even if you return items, getting a proper refund is a nightmare. A few days later, the bag arrived, but it was an open-box item. It was clearly not brand new: the tissue paper on the hardware, handles, and strap was completely missing, and there were noticeable scratches. It strongly felt like they had shipped me someone else’s returned item. I initially considered returning it for a refund, but customers have to pay the return shipping fee out of their own pockets. To make matters worse, their customer service email replies were entirely aggressive and defensive. I never even asked for an exchange, yet they coldly emailed me: "Exchanges are strictly impossible for any bag, and if the bag shows any signs of use, a refund may be denied after inspection." That was when it hit me: They had intentionally shipped me a pre-owned or returned bag. I realized that if I tried to return it the very day I received it, they would likely pull the same trick—blaming me and claiming, "You used the bag, so we cannot issue a refund." After reading hundreds of heartbreaking complaints from victims on the BBB, I realized I had also fallen into their trap. In the end, I just decided to keep the bag and swallow the loss. Also, be aware that their prices fluctuate constantly. The exact same "new" bag might be bought by someone for $150, while another person pays $210 or $310. Based on numerous reviews I found online, it is a common practice for them to ship previously returned bags to customers who paid for brand-new items. This whole ordeal caused me an immense amount of stress and heartache. Please keep all of this in mind before making a purchase. There are plenty of other wonderful bag brands and options out there—save yourself the headache and shop elsewhere.

After finding a vintage 1980s Dooney & Bourke in excellent condition on Etsy & fell in love with it, I decided to purchase a new one. The quality of the purse has been fine so far, but their customer service is ATROCIOUS. I've put in information to register my purse & got no confirmation of it going through. I heard that if you input the info correctly, you'll receive an email. I've put it in every way possible & have heard nothing. I asked customer service & the first person told me they don't do that. I responded that it's not online on their own website, it's on the papers you get with your bag. So, then the second person tells me to follow the instructions on said paperwork. Hello?! I did! After receiving my purchase, I get an email requesting I leave a review. I click on the button & it takes me to a page on their website that says "Leave a Review"... with nothing to click. Underneath it shows other purses I may like. Even when I go to the purse's page, there's no option for me to leave a review. When I went into their chat, on their own website, I got a very snotty representative. She would ask me something, then I'd see she was typing more, so I'd wait a moment. I'd start typing when it showed she stopped, then she'd ask if I was still there. Eventually she sends me a link to try, so I click it & look at the page to see it's the same issue of no actual option. Again, before I can respond to looking at the link she sent me, I get "are you still there?". I responded with I AM LITERALLY RESPONDING, GIVE ME A MOMENT TO TYPE &, at this point, I'm peeved & just end the chat. They seem very disorganized, incompetent, & straight up rude. D&B will not be getting another cent of hard-earned money. HARD PASS.

A handbag that I ordered less than 6 months ago got a small tear in the outside leather & the inside double pocket fell apart leaving a hole in the liner. I sent a detailed email with photos & my bag number to the warranty department & the responding representative told me that they would NOT fix my bag!! Their warranty description stated that If a bag is less than 12 months old, from buyer’s date, it would be fixed!! I registered my bag as soon as I received it too so I did everything appropriately to be covered.. so I thought!! I currently own 10 of their handbags & multiple wallets!! I will NEVER purchase another D&B handbag EVER & neither will anyone that I know!!

purchased a canvas drawstring 25 bag one wk ago . i used soap and water on a rag to try and get stain off front. it left a huge water line when dried. doneyb does not have any instructions on cleaning canvas except a short blurb on product page which is easily missed to read. i pulled up cleaning and care on return page where all product materials are listed except canvas. customer service refused to send me new bag or fix mine stating i should not use soapand water. they brag about guaranteeing their products butneglected to have this material listed with all their others their staff lacks qualities in helping people remedy a problem.bad business from a rich companythey lost a customer with me and ive been a loyal customer buying many purses from them.Note to consumers do not buy canvas bags cannot be cleaned

I purchased the purse in May started using in middle of june after a month of use the strap broke. They said they would repair the purse but I have to pay for shipping. I expect better customer service and better quality for the price. I will not be purchasing from Dooney and Bourke in the future.

The actual worst customer service ever. My first and last time shopping with this company. I would hate for anyone that does shop with them to experience issues and have to go through their customer service team.

So, ordered 2 bags on 5/22. Was supposed to be delivered on 6/2, then 6/3,ordered for a birthday gift on 6/7. Should be plenty of time, right? Wrong! Called ups first, I got a different answer every time I called. It was delayed in one city or another, or it was in some state completely on the other side of the United States. Called D&B, get a run around about they would have to contact ups, then file an investigation, the investigation will take 2 weeks. No update, no email. I have asked for a refund, I have asked to send me the bags again, and I am told no, have to wait. Customer service person keeps telling me "Don't Worry ", well yes, I am beyond worried. I'm out the money ($300+), no bags, no answers. D&B you have to do better. The bags are beautiful, but the negative customer service takes a lot away from the bags. If I could give a negative star, I most definitely would.