ComplaintsforI Love Dooney.com

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered 2 purses from this company but only one was delivered. The other was marked undeliverable for some reason as to be sent back to I love dooney. When I called once before, I was told it would be 10 days before I could receive my refund since I never received the package. Now im being told by Amy today it will be 8 weeks before I can get a refund for an item i have not received. Its strange the other purse was delivered with no problem but the other one was not. This is not my fault and I do not steal packags. Either UPS or USPS stole my other purse and it's been over a month. I want my full refund back to my account. I will not refer them or order from them ever again.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 12/4/23 I tried to place an order at ilovedooney.com ; I was never able to get to the confirmation screen and I never received an email or any other notice confirming the order was successfully placed. As a precaution I waited until the following day, 12/5/23; Since I still had not received an order confirmation or email, I placed the order. This time I did get confirmation for Order # ***********. Days later I received 2 boxes from ILoveDooney.com, each contained the same items. Apparently the unconfirmed order, # **********, placed on 12/4/23 had actually transacted. I still have not received a confirmation email; the only proof I have the order actually went through is the receipt that was in the box along with merchandise that arrived. I sent an email to Customer service through the Ilovedooney.com site requesting a pre-paid return label; here is the response: Christy (ILoveDooney) Dec 27, 2023, 08:49 AST Good Morning, Thank you for contacting us. Unfortunately, we do not offer pre paid return labels. Please visit our Return Page to begin your return. Regards, Christy ILoveDooney I had never had a problem with this vendor. However, since this incident I have learned this is fairly common practice for them. It's hard to believe ilovedooney.com expects their customers to bear the cost of the failings of their online store. I want to return the duplicate items and be refunded in full ($229.54) with return shipping pre-paid by the vendor. I am hoping you can help me get them to cover the return shipping cost. Thanks so much, ***** *******

  Business response

  01/05/2024

  ***** *********** *********************************** *** ************************ ***** *** ** ***** ******* ******** ***** *** *** **** ****** ***********   ***** *********** *********************************** *** ************************ ***** *** ** ***** ******** ******** ***** *** *** **** ****** ***********  Both order confirmation emails were sent, as per the records above. 

  We offer returns on our website. 

  ******************************************************** 

  Customer response

  01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have painstaking reviewed my email and did not receive the communication you claim to have sent confirming the 12/4/23 order.  Interestingly, I have emails from I Love Dooney all the way back to early 2022 but not the  one you cite as evidence for me to incur this expense.

  I also confirmed with IT professionals and they all agree you could have printed the document enclosed with the order but it does not prove the email was actually sent to me and is not sitting on a server.

  This has now become a matter of principle for me and I do not intend to foot the bill to return this erroneous order, We can go to court if you like.

  Do not drag your feet and then try to tell me the time to return this merchandise has past and you won't take it back.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on I love Dooney and I’m not even 24 hours I tried to cancel it. It was still being processed. They told me I could not cancel or make any changes once order was placed. So then I told them I was stopping payment which I did. And they shipped the purse to my home. No one was home when the package came. There is proof of delivery from ***. The package was gone by the time I arrived home. My issue is where is the policy while I was placing the order I emailed them at 5 am to cancel it. They would not do it. The package was still processing so there was no reason this could not be cancelled now they want me to pay 246.00 for a stolen package. I don’t have that sitting around that’s why it was cancelled. I really couldn’t afford it so I decided to cancel.

  Business response

  01/05/2024

  We are sorry to hear what happened to your package after it was delivered to you. According to *** records, the package was successfully delivered to the shipping address specified on your order. Please note that any theft occurring after the delivery is beyond our control and responsibility.

  Customer response

  01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Dec 11, 2023, I purchased 2 items from the ilovedooney website, that total $112.16. I can't remember the exact date, but I did receive one item (cosmetic case) within a day or two. Since I wasn't emailed that it was shipped, I decided to track the other item and saw that BOTH items still said "processing". Since it's the holiday season, I have been ordering online and unfortunately have had two packages stolen from me. For those two purchases I had proof (pics that the drivers took) that the packages were delivered. But again, unfortunately my and others in the building I live, have been having our packages stolen. The two other retailers (Macy's and Think Royln) both issued me replacements. Also, once I saw the pic of the Macy's delivery, I realized the other package must have been the wallet from Dooney. I later reached out to the website via email and was first told that I should check around and asked neighbors if they have my package. I then wrote back that I knew what happen to the package and acknowledged that on their end they were not to blame. However, I was still hoping that they would attempt to want to satisfy a RETURNING customer by offering to replace the item. The second rep that responded to my email was literally short in her answer and offer no resolution. Therefore, explaining this complaint. Also, I broke the payments into 4, so I'm still paying for the item. Thank you.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed order on November 30, 2023 Received notification that said order was delivered to mailbox on Sunday, December 3, 2023. Never received. Waited a day or so thinking it will arrive next day but nothing. Contacted Dooney to file claim and they said they would investigate. I did my own investigation and contacted ****** ****** **** ****** after checking the cameras on my property and seeing that mail carrier drove by my property and parked few houses away, made deliveries and drove off without ever coming over to my property. I reached out to them twice and after they investigated received an email from them apologizing for their error. I forwarded email to Christy from Dooneys customer service dept. 2-3 days later after speaking to Rosie. Once again Christy told me they were still investigating and said someone will email me or call me. Waited and still no communication. My last communication was with Susan Thursday/Friday, who said she would escalate matter. Today is December 10th and I have yet to receive any type of communication, nor have they refunded the money for purchase, nor have they sent a replacement. The one time I order from this company and am very disappointed. Very unprofessional. Quick to take your money but non responsive when issue arises. I’ve been patient and went as far so as to investigating this matter myself. Made it easier for them by providing proof and they still don’t refund the moneys paid or send a replacement.

  Business response

  12/11/2023

  We were very sorry to hear that item was lost in transit to you. We had refunded you for this order when you sent the information from the carrier. Please verify the refund in your ******** account. 

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you for your help. I have confirmed receipt of refund. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently purchased a bag from Dooney & Bourke. Within the month, the leather strap broke down. Looks like it began to rot. I reached out to customer service. They asked for pics, I sent them. They then instructed me to send the bag in for repairs, I did. I was later told I would have to pay for the repairs. I refused because they supposedly guarantee their product. I asked for them to send my bag back. I reached out on several occasions and have not been answered and my bag has not been returned. This has been going on since Oct. 25, 2023. I have all the email correspondence if you would like to read them, I can forward them to you.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  *********** of 11-17 from I Love Dooney delivered 11-28 to ******** address per *** & ****, not my address in ******* **. Amanda in CS referred me to ***, NO help. 3 texts this AM before she responded that order # was wrong, order cancelled due to so many orders and credit to be issued. Everything about this order was handled incorrectly and I was never notified until I inquired. Even claimed she gave me incorrect order # but new one was the same. Card charged immediately. Credit issue date not commuted. No wonder they are not affiliated with BBB!

  Customer response

  11/29/2023

  Credit for full amount issued today. Thanks!

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with I love Dooney on 11/7. Upon receiving the order confirmation, I noticed my address was incorrect. I contacted the IloveDooney to inform them of the mistake. I was told that I would be contacted by a supervisor/manger after speaking to 3 customer service representatives who couldn't help. The supervisor/manager assured me she would return my call that day. I did not receive a call from the person. My credit card was charged $269.38. I called back the following day and actually was transferred to the same supervisor Stephanie that promised me a call back. She stated that I would receive a refund for the portion of the order that hadn't shipped and I would receive a refund for the remaining portions of the order once it was returned to IloveDooney. Per my UPS tracking slip, the merchandise was returned to the store on 11/14. I've yet to receive a refund. When I called today, I was told that I had to wait another 7-10 business days. I was not allowed to speak with a supervisor/manager and that it would take 48-72 hours for a callback. I am simply requesting a refund for products I never received. I have copies of the order and tracking receipt I am including.

  Business response

  11/22/2023

  The items that had not shipped out yet were cancelled and refund when you contacted us. The items that had already been processed and shipped were recalled and returned back to us. The refund for those returned items has also been processed. 

  A full refund has been issued. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a canvas cosmetic bag with leather trim from I Love Dooney. (See attachments) Order Number: *********** Order Date: 8/10/23 It was $42.61 with tax and shipping They sent me a blue vinyl cosmetic bag instead. It was not what I ordered. I would never pay forty dollars for a vinyl cosmetic bag. I immediately packaged it for return and included a picture of what I actually ordered along with a detailed letter explaining that it was not what I ordered and I expected a full refund of all my money including my shipping to and from my house. Instead I received a refund of $16.71. I love dooney kept $25.90 of my money for shipping fees both ways. A company cannot charge me for shipping an item which I did not order. I called customer service twice about this matter. Both times I was told I would receive a response in 24-48 hours. To date nobody has called me or emailed me. I feel that this company has stolen from me and went against the laws of commerce. I want all my money back in the amount of $25.90.

  Business response

  08/22/2023

  We were sorry to hear you received the incorrect color of the item you ordered. We did refund you for the shipping cost from the order and the return. 

  Customer response

  08/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Such a Scam and rip off. I purchased 3 purses from these clowns on MEMORIAL DAY 5/29/23 totalling the amount of $443.07.. I never received order..the shipping details were off from beginning, were not accurate, not in real-time just simply non valid. The carrier lied and stated I refused my own purchases on 6/3/23! Sent back my orders to the company in which they received on 6/8/23..These people lied on the phone..which I have all calls recorded..never sent any email confirmation of any transactions..I had to research through *** and post office..still no response, no refund and when I called again today 6/16/23 at 8.30am Recorded..the same rude lieing lady that changes her name each time you call and the only one answering the phone weirdly..told me oh yeah ..not sure what happened let me escalate..escalate??? No I need my money for no service or product. Was told they will send an email within 24 to 48 instead of issuing my money. I need some help..if they do this to the elderly that can't speak up too, shame on you..something has to happen..I'm thinking class action. I want my hard earned money back. Bad Business and the world should know. We have enough problems to deal with..but for theft..this is criminal. May God have Mercy.

  Business response

  06/16/2023

  The orders were placed on our website by the customer. They were processed and shipped to the address entered in when placing the order. The *** tracking number is accurate and updated at every scan by the carrier. The tracking numbers indicate a delivery attempt was made and the receiver refused two of the packages. The two returned deliveries were refunded back to the original form of payment. 

  Order number *********** for the ********.*******Black/Black, *** tracking number ******************. 

  06/05/2023
  8:11 P.M. Returning to Sender
  The package was refused by the receiver and will be returned to the sender.

  Order number *********** for the *************.Drawstring.Black, was shipped out *** tracking number ******************. 

  06/05/2023
  8:10 P.M. Returning to Sender
  The package was refused by the receiver and will be returned to the sender.

  Order number *********** for the **** BB.Large Framed Purse.Black/Black was shipped out *** tracking number ******************
  
    Delivered On
  Saturday, June 03 at 4:28 P.M.

   

  The customer had called in to our call center on May 31, 2023, to cancel order ***********. The customer was informed that the item had already been processed and shipped out and was unable to cancel it. We emailed the customer on June 1, 2023 with return details. 

  ********************************************************

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩