Dooney & Bourke Reviews 

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.

Received my bag without the cross body strap. I liked the bag and I thought - no biggie, will ask them to send me the strap.
I never in my life would expect that they cannot send the strap to me, and will tell me my only option is to return the bad for full refund.
How unreasonable is that!?
I will return the bag and I am DONE with them. This is ridiculous customer service.
My bag cost almost $446... I work for tgis money.

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.

I ordered a gift for my wife, a Yellow Pickleball Sling bag. I needed it in a hurry so I paid an extra $40 for express shipping. What arrived was an Orange bag, not Yellow. I called customer service. Obviously it is an offshore call center. The rep tried to convince me, without being able to see the bag, that I did receive the yellow one and that it just looks different in my light. When I told him that the website picture shows a lemon yellow bag and that the one I received is traffic cone orange, he said I could return it if I wasn't satisfied but that there would be a $10 return fee and I would not be refunded the $40 express fee. I asked to speak to a supervisor and was given another number to call. I called, got the same offshore call center, and the same answers. For a company that positions itself as an upscale brand, this was the worst customer service experience I have ever had! I lost significant money because of their mistake! I will not do business with this terrible company ever again and will be certain to let others know about my experience.

I ordered a replacement item online. the next morning I tried to cancel the order but was informed it was too late to cancel and that I would have to wait until I received the item over one week later. I don't believe this long-standing luxury brand couldn't cancel an order within a 24-hour window.

Their FAQs state there is a flat $10 fee. And the $10 fee is mentioned twice in their policy which looks deceptively like they are referring to the same fee (see copy below).

I returned the product completely unopened and they deducted $20.50 from my return. Their customer service manager stated that the “flat returns” of $10 is a restocking fee and there is an additional charge, per the second paragraph, of $10 for shipping, except in my case I was charged $10.50.

Their refund policy is deceptive, and the supervisory customer service rep did not care at all. Be careful about ordering anything online with this business as they are not in the business of caring for customers.

From Dooney & Bourke online Refund policy:
We understand the importance of picking the right accessory. That’s why we offer $10.00 flat rate returns on all domestic orders (plus applicable taxes). If you are not completely satisfied with your Dooney & Bourke purchase, we are happy to offer you a full refund within 30 days of shipment. Products must be in new, unused condition.

Return processing usually takes 5 to 10 business days after the receipt of your package. This is an estimate and processing times may vary seasonally. You will be refunded the amount paid for returned products at the time of purchase. Please note that shipping and handling fees are not refundable. By using this online return process, you acknowledge that we will subtract $10.00 (plus applicable taxes) for the shipping cost of your return. After a refund is processed, funds availability varies by financial institution.

I contacted Dooney because there was a delay on my package. Ultimately UPS dropped the ball and lied about me refusing delivery when I was in contact for an entire week trying ti get the package. I was also in contact with Dooney on this. Now I don't have a refund or a purse aha I have to wait 14 days. The bag i got was on sale and the sale will end by then. I'm so pissed that nobody at this company had anything helpful to say. I also think it's VERY WRONG to make the customer wait when none of this is my fault. Bad experience with the Dooney and even worse with shipping. The bag won't be here in time and 8 won't be shopping here anymore.

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!