Dooney & Bourke Reviews 98

Well my purchased item was supposed to arrive on April 14th, however today (April 16th) I’ve contacted them and the item was not even sent yet!
Well, I’ve requested for refund, which they simply did without even apologizing to a customer. This is atrocious as the point of view of Customer Satisfaction and Lack of Operational Responsibility.
Despite the quality of their items, this company needs to learn about the way they treat customers.

They are a nightmare lately. I ordered a bag in the color Aubergine and it came to me in the color Blue. I have yet to hear back from CS and apparently this happened to a lot of people. A few weeks ago I ordered a Wine color bag and got one tagged Cranberry, they are 2 different colors offered on their site. I had to pay to return the bag. I ordered one in the color Ecru and the paint was chipped off in one place.I had to pay to return that as well. I ordered one of the Lucca Bags and after waiting a week for it to ship they cancelled the order via email with no explanation as to why. I finally reached someone via the chat session on their site and was told I needed to wait for someone to answer my initial email, they where snotty about it. The Auberigne bag that was blue said it was assembled in Mexico. The quality control and CS is horrendous now. They basically ship what ever they feel like and dont seem to even check the bag for defects then ghost you.

I live in CT and they are manufactured here and I went to the outlet store, it is small and dark and has the same stock it has had for years in it. You would think it would be a beautiful flag ship store. They said I had to go through CS online.I left went to the competition and bought 2 bags. They make the mistake and you pay for it.

The worst customer service I have ever encountered. Super long ship time, over a month. And when bag did finally come they sent wrong color. Would not exchange, plus a 10 dollar fee to return.

NEVER AGAIN

BEWARE

Your shipping is trash!!!! My husband has ordered the same bag and it still had not made it to my door. The first time he ordered it he had to get a refund because it was not found because you choose to let UPS use a shipping partner of USPS. Order in Jan and never came. Now ordered on 3/2 and nothing or no delivery info. They are stealing these bags y’all continuously keep using the same shipper. Bag should have been here on 3/9 and no info is available from USPS AT ALL!!! I will never order another bag from this company again. Poor customer support when it comes to locating the order and second time we will have to get a d*mn refund. NEVER AGAIN!!!!!

I honestly don’t think Dooney gives a crap about their poor reviews and low BBB rating. I returned my bag. I was informed upfront a $10 fee would be deducted from the cost for shipping back to them. They deducted that $10 from my refund plus the $10.50 I paid to have it shipped to me! What?! So a total of $20.50 was deducted. No where, and I repeat no where does it say in their shipping policy or terms that they take the original shipping fee back! That I paid for!! They are overseas, broken English and no training!! And they truly don’t care!!

Purchased a Janine, wore it one time to a meeting, and a piece of material chipped off. It's noticeable due to the texture of the "leather" and the color.

Customer service response was horrible. The repair department said, "No, we can't help you", and after I asked for more clarification two times, they did not respond.

I filed a complaint at BBB, and their management said the same thing as the customer service rep.

Not once did they say: "Sorry for the inconvenience. Although we will not help you with the repair, please reference these instructions to address this".

I hope they enjoyed my purchase because D&B will never get one red cent of mine again and will tell everybody I know not to do business with D&B.

They shouldn't be Dooney & Bourke but Horrible & Horrible, Clueless & Rude, Ratchet & Ratchet...

I ordered a small white Lexington, pebbled leather. I received the purse in a timely manner. After opening, I discovered it wasn’t White after all, it was the Bone color. I checked the tags on the purse and it was tagged as WH, the registration card as well said White. The bag is clearly NOT White.

I called D&B, explained the error and was told it wasn’t an error. It was explained that this is the new white color for them. Never mind the advertising picture on their website shows this purse in WHITE. It also shows the BONE color which is clearly what I received.

Buyer beware, if you want WHITE, I’d call the customer care number to make sure you will be getting TRUE WHITE vs BONE (or as they are now calling their new white).

I now need to pack up this purse and return it, disappointed I’ll have no D&B to go with my clothes for travel in March.

Very Disappointed

I am extremely dissatisfied with a recent order. I didn’t received my item as the carrier was unable to deliver it, yet I was never notified of this issue.
After speaking with their customer service department, I was informed that their policy requires me to wait nearly a month for a refund. Given that the payment was processed and it was not me who had initiated the return,I expected much better service from a brand like Dooney, such as an immediate replacement shipment or an expedited refund.
The level of service I have received was unacceptable and did not meet the standards of a reputable company. I am very disappointed with this experience and do not intend to purchase from this brand again or recommend it to others.
I finally received the refund, but their customer service is one of the worst I ever experienced.

Terrible and bad quality product . I bought a wallet and the lining is red and separating causing a big mess. My money is stained. I called to get it fixed or replaced. All I got was can’t help you. Don’t waste your money and buy this poor product

First of all, I ordered a purse on 1/25/2026. It showed 5 purses in denim blue were available. I still have not received my purse, or it hasn’t even been shipped. I called them on 2/2 and was told it’s a pre order, and would not be shipped until 2/11. That was never told to me. It has been charged to my credit card on 1/25/2026. Most companies do not charge until the item is shipped! Never ordering anything from them again!

I tried contacting Dooney.com 3 times (by phone and e-mail)
about returning a handbag because I foùnd another Dooney handbag on the site I liked better. However, in all 3 cases I received no reply. There were no return instructions inside the shipping box, which was a bìg red flag. I'm a big Dooney fan. I've owned close to 10 Dooney bags. I've not purchased from thís site before, AND I NEVER WILL AGAIN. Nor will
l recommend the website. If you cant resist the sale príces, buy at your own risk.

I purchased a Florentine satchel on 12/26/25. I took it out for the first time on 1/10/26 and it was raining. I read that this particular leather isn’t treated to be water repellant, but would return to the normal color when dry. After 4 days, the bag is still stained from simple raindrops and has not returned to normal color. I contacted customer service, and the response was:

It depends if rain carries salt water than the stain will remain once the bag is exposed to sunlight and oxygen in few months the Leather will turn into Rich Honey Color in time and those spots will blend in...

Which is a HORRIBLE response. I feel like the bag is faulty, and they responded again asking me to ship the bag to them, insured, and they will inspect it. I will not be sending them anything, as I definitely do not think they will give me either a refund or an exchange. I won’t be purchasing with them again and I’ll be reporting them anywhere I can. Whatever policies they have for issues with their bags is awful.

Charged shipping despite being offered free shipping. I emailed three separate times and also called customer service without success over the holidays. When I was able to finally get through to customer service, customer service was rude and unwilling to fix their error. They said it’d been a month- I ordered on December 2 and followed up with an email immediately when I recognized the error on my receipt. I did not receive the items until Dec. 12. I called again today on Dec. 29th. Poor customer service and subpar quality product. Think twice before ordering- it is a company unwilling to stand behind their product or their advertising.

I have always made purchases from Dooney website but this most recent purchases was a Nightmare & my last purchases for sure.
My order from November 2025 it says package was delivered unfortunately it was stolen from my front porch, I chatted with a chatbot multiple times reporting the issue also called and spoke with a live person so many times a month later after all the round around Dooney still is not willing to resolve this issue amicably, no Replacement or refunds they say.
Im extremely disappointed as a customer I've never been in this situation now im left with paying a total of $351 for items I don't have, Dooney & Bourke is now a scam company with horrible customer service.

Buyer beware!!! I always liked Dooney and Bourke purses. I purchased a Pebble Grain small Lexington purse in steel blue on 11/9/25. I received it on 11/13/25. Although a lovely purse, it had a distinct defect.. a number of visible creases in only one spot on the top of the back of the purse. I contacted Dooney…I was willing to exchange this for another purse but they said I would be charged another $10.17 shipping fee for another one. They were unwilling to refund me the original $10.17 shipping fee. They said if I provided photos and they agreed it was defective that they would credit me the return shipping fee. They did credit the return shipping fee, however, I am still out $10.17 with nothing to show for it. I filed a dispute with my credit card company but they told my credit card company that “this is our policy.” This is a very poor policy… if a customer receives a defective item the company should eat the shipping charge. I am going to be filing with the Better Business Bureau. It’s not a lot of money…it’s the principal!

I like Dooney and Bourke bags a lot. However, I would try to avoid ordering from their own websites (both Dooney and I love Dooney) for multiple reasons.
1. The sites themselves are nightmares, take forever to load ALL THE TIME!
2. They charge shipping now, it was free ship at a certain amount, this would be no big deal if the following issues don't exist!
3. There are always some kinds of imperfections in their bags, I say half of the time you might want to return for one reason or another.
4. Their return service or should I say their return no service is horrible. You cannot exchange; you can only return and pay for the shipping yourself even when it is their fault due to defects in items. So if you grab a bargain on sale but have to return, they won't offer exchange or honor the price you paid to reorder the same item
5. Seems like recently they finally put measurements on their items there. Before many things had no measurements, and if there were, the measurements are ALWAYS wrong. Now I am not sure if I still believe their updated website measurements
6. Customer service is none
They change their prices too often and I am tempted to order from their sites sometimes, but NO NAH NONE NOPE!! I am shocked as a brand like that, they have too many issues as stated. Other similar brands like Kate Spade, the service is wonderful and their products seldom contain imperfections like Dooney's.

Customer service is a nightmare.
I paid for a bag that was lost and have called a number of times only to get the runaround.
They even suggested I go door to door asking the neighbors if they have my bag! It clearly says on tracking it wasn’t delivered.
This company has gone downhill hill and I won’t be ordering from them again!

I don’t wanna even give them one star this company is scam. I ordered it back. I open the package. I did not like the bag. I called the customer service. I said I didn’t like the bag. I need to return the bag so customer service. Send me the return label so I was waiting for my refund refund back so I pay 456 and $.80 and when I Receive the refund back $436 so they kept my $20 for no reason just to return New back which is I don’t like it so this is ridiculous. I never heard this policy and the customer service did not even tell me that this is ridiculous. This company is really scam. They making money. Also when I called to speak to the manager, the manager say oh I cannot do anything like how come you cannot do anything your customer service is unprofessional not telling me anything. There is a charge for return label. Otherwise I can go to the store and return it please don’t order from this company. They’re scam. I never heard any brand charge. Return label. This is a shitty brand charging return label.

Welcome code stated 20%off orders, this is false. I called customer service and it’s only for certain items, it took off 9.00 for the wallet in my cart. I had other purses and it didn’t take off anything.

The bag that I received was beautiful but it went on an aggressive sale soon after receiving it. The customer service was very poor when handling my request for a price adjustment or even a credit toward my next purchase. Customer service is just as important as receiving a quality product. Unfortunately this will be my last purchase with Dooney due to this experience. One rep told me that they don't do them at all while another told me that they do but within a certain timeframe. This does not give me confidence that they're telling me the truth.