Margaret C.

Review of Dooney & Bourke

HORRIBLE CUSTOMER SERVICE! RIP OFF!!

HORRIBLE CUSTOMER SERVICE! RIP OFF!!

I purchased a brand new purse online, and within 5 weeks of receiving it and using it, the leather braiding on the strap started falling apart. I kept the purse pristine, and it was otherwise in perfect condition. It was almost disintegrating. I contacted customer service who refused to give me any return postage, and insisted that I had to pay to return the bag and that they would refund me up to $13.50 maximum if they decided I was not at fault for the damage to the bag. I sent the bag the cheapest way I could with tracking, $16.77, and included the original receipt for the postage with the bag. Ten days later I get a letter from D&B telling me they were going to repair the bag, but it would take 6 to 8 weeks, and the repaired leather would likely not match the original leather, and no refund for my postage. It was, literally, only 5 weeks old, and began to fall apart. So now I am out an additional $16.77, and I have no bag for two months. And who knows what it will look like when I get it back. This is their "unconditional" one year leather guarantee! You pay for the postage on returning a defective purse, and they won't even send you out a new one when they receive the defective one that is virtually brand new. I called and asked for the refund of the postage and they told me that as I didn't fax the receipt, they wouldn't issue a refund. I told them they had the original receipt as it was in the box with the bag and the proof of purchase date, which they obviously received. I was certainly never told that I had to fax the receipt for postage, just that I had to provide them with the proof of postage, which was not only in the box, it was also ON the box. Seriously, don't ever buy a D&B bag from anyone new, because they DO NOT STAND BEHIND THEIR PRODUCT and they LIE!