Complaints

This profile includes complaints for Dooney & Bourke, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dooney & Bourke, Inc.

  1 Regent St Norwalk, CT 06855-1405

• 

  Dooney & Bourke, Inc.

  PO Box 841 Norwalk, CT 06856-0841

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Florentine Satchel in the color black/black. Based on pictures this specific bag came in black with bright red threading. When I received it the color of the thread differed. When I sent an email I received a response stating pictures can basically appear different. When I responded back with pictures showing the website with the product I ordered exactly and my bag I was told the photos are wrong. So this company is false advertising products and don’t care at all. I told her that my threading matches the regular size bag that is bigger than mine and photos depict that differently. But why does my bag come not as pictured?
  
  I would like the bag I ordered and spent $319 on exactly how it was pictured.

  Business Response

  Date: 12/03/2025

  GOOD MORNING,  

  THE CUSTOMER IS CORRECT, THE PHOTO SHOWS A LIGHTER STITCHING,  UNFORTUNATELY, IT IS NO LONGER MADE THAT WAY.  WE HAVE NOTIFIED OUR WEB TEAM SO THEY CAN UPDATE THE 

  PHOTO ON LINE.   THE BAG SHE RECEIVED IS THE BAG WHICH IS CURRENTLY PRODUCED.

  THE STITCHING IS NOW BROWN.  

  WE APOLOGIZE FOR THE CONFUSION.

  SHE MAY RETURN THE BAG AND WE WILL REFUND HER IN FULL.

  AGAIN, I AM SORRY.  

  Customer Answer

  Date: 12/03/2025

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

• Initial Complaint

  Date:11/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a purse from Disney and Bourke they claimed they delivered the package no response to my emails and out of my money.

  Business Response

  Date: 11/20/2025

  The customer first contacted us, via email, on 11/19/25, 5:02 PM regarding order #REMOVED.  We emailed a response on 11/20/25, 9:59 AM.

  The order was delivered via REMOVEDon Monday, November 17th, 2025, with a tracking number REMOVED.  The REMOVEDwebsite has a photo of the delivery at the shipping address.  We have started a claim with REMOVED, for them to investigate this delivery.  AS soon as we hear from REMOVED, which can take 7-14 business days, we will contact the customer with a follow up via email.

• Initial Complaint

  Date:11/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:
  
  I am hoping that you will be able to please send me the gold rivet ( please see attached picture ) that has fallen of my handbag.
  
  We had a family trip to REMOVEDin REMOVEDfor 5 days in September 2019. This was a very special trip as our two adult children and their spouses and our grandchildren went together as a family trip to honour our youngest son this family trip was to celebrate his 30, birthday ( He would of turned 30 September 16, 2019 ) he passed away in 2018, On September 16, 2019 we spent the day in the REMOVEDall day to celebrate him as he was a huge REMOVEDFan.
  
  Our family trip was for 5 days, I always by a handbag when my husband and I travel as my souvenir gift as it is something I will always use and represents where we travelled While we were in REMOVEDmy husband and I went into one of the shops that sold handbags and I fell in love with this handbag ( please see attachment of the picture) as it truly does represent REMOVED. I only use this handbag in the month of September as it represents our trip to REMOVED. I have only used this handbag 6 times ( every month I change handbags ) I noticed sometime in the middle of September 2025 the handle did not feel right I looked down at the handle and noticed the gold rivet was missing, I did try looking for it I have still not found it and stopped using the REMOVEDHandbag.
  
  I was hoping that if you could please send me a gold rivet to replace the one that fell off? I really love this handbag unfortunately I have tried to look for the receipt , I just do not have it.
  
  I hope you will please be able to help me out as I really want to be able to use the handbag, I also have the matching wallet that our oldest son bought for me.
  
  Thank you for your time, and I look forward to hearing from you
  REMOVEDHandbag.jpeg
  REMOVED
  REMOVED

• Initial Complaint

  Date:11/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a purse at dooneyREMOVED, I received the purse on 10/20 by 10/24 (first day or wearing the purse) the handle stitches came off (the leather part of it). I immediately emailed them but received no answer so then I called dooney and tried to get exchanged, they did not let me do an exchange, the lady I spoke with just wanted me to return it not saying that I would actually get refunded because they had to inspect the purse first then decide if I would get a refund or not. I loved the purse, I wanted the purse, I just wanted to exchange it for the exact same one, just not a defective one. I was told I would get a call from a supervisor by Monday 10/27, I did not receive said call, I called again 10/27 and was not able to speak to a supervisor, that I needed to send pictures of the product, so I did. On 10/28 I received a call from a supervisor who stated she would send a return label and I could get all of the money back, to include shipping, after they receive the product and then after this I could repurchase the bag. I waited patiently for 3 more days and still did not receive the label, I have now called 4 times today 10/31 and have not received the label. I feel as if they are waiting for the return period to be over so that I can no longer return the defective product and can not get my money back.

  Business Response

  Date: 11/04/2025

  OUR DOONEY & BOURKE TEAM HAS BEEN IN TOUCH WITH CUSTOMER SINCE 10/24/25  SEVERAL EMAILS WERE SENT TO CUSTOMER REGARDING RETURNING THE BAG ETC.  CUSTOMER SAID SHE NEVER RECEIVED EMAILS.  OUR REPRESENTATIVE CAROL

  SPOKE WITH CUSTOMER AND WAS GIVEN A NEW EMAIL ADDRESS AND CAROL SENT HER A RETURN LABEL THROUGH EMAIL ON 10/31/25.  

  WE ARE WAITING ON RETURN ITEM

  Customer Answer

  Date: 11/04/2025

  Hello,
  The return was not approved until 10/31/2025, after I filed the formal complaint. I submitted the complaint around 2:00 PM, and then received an email from Stephanie after 3:00 PM. Shortly after that, the REMOVED app notified me that the return had been accepted.
  Since the complaint had already been filed, I was advised to continue communication through this platform. At this point, I still have not received written confirmation that:
  1) I will be refunded the full amount, including shipping costs, and
  2) I will not be charged for the return label (which is typically deducted).
  My initial intent was simply to exchange the purse. I still don’t understand why that could not be accommodated. However, if the only option is to return the item and forgo the product entirely, I believe it’s only fair that I be refunded the full amount paid, including all shipping costs. I’m only asking that this be confirmed in writing here.

  Thank you, REMOVED 

  
  

  Business Response

  Date: 11/13/2025

  As stated in past message, we emailed the customer a return label on Friday 10/31.

  on November 4th we resent the label via her email.

  once her order is returned, we will make sure she gets her refund in full. 

  PLEASE KEEP IN MIND THAT WE EMAILED HER SEVERAL TIMES, TO MULTIPLE EMAIL ADDRESSES AND SHE IS THE ONE HAVEING A HARD TIME RECEIVING OUR EMAILS.

  WE STILL HAVE NOT RECEIVED THE BAG BACK HERE 

• Initial Complaint

  Date:09/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a purse for my wife for Christmas. She registered the product etc and recently had issues that were clearly covered under the warranty. Instead of exchanging the product like any normal business would they want her to pay to ship the product for inspection. They have pics of the issue and know the problem but still want us to jump through hoops at our own expense. We will gladly return the item but they need to ship her a new one or give us an option of going to a retail establishment. It’s shady business practices

  Business Response

  Date: 10/07/2025

  ON 9/19/2025 A RETURN LABEL WAS EMAILED TO THE CUSTOMER, REMOVED1Z050048903635189 

  WE RECEIVED BAG BACK AT OUR RETURN FACILITY ON 9/23/25

  Business Response

  Date: 10/07/2025

  CUSTOMERS PACKAGE WAS RECEIVED AND REPLACED AT NO CHARGE AND SENT REMOVEDDELIVERED ON 10/01 4:24 PM

  Customer Answer

  Date: 10/07/2025

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

• Initial Complaint

  Date:08/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item purchased 6/2025 and strap on handbag has broken where the rivet is inserted. I’ve reached out several times for a refund or repair but no response from this company.

  Business Response

  Date: 08/22/2025

  WE HAVE CONTACTED THE CUSTOMER 

  WE ARE SENDING HER A REMOVEDRETURN LABEL BY EMAIL FOR HER TO RETURN THE BAG TO US FOR REPAIR

   

• Initial Complaint

  Date:08/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with Dooney & Bourke’s official website on July 24, 2025 at 9:50 PM. The item I purchased was a handbag, as confirmed in the order receipt. I received the order confirmation email that same evening, and the receipt lists the order date as July 25. The total was $388.04. According to their tracking information, the package was marked as delivered by REMOVEDon July 26, a surprisingly quick turnaround for a high-value item. However, I never received the item. The only delivery photo provided shows a different package (an REMOVEDbox), which was actually delivered on July 27, the following day, and is unrelated to my Dooney & Bourke.
  I also noticed that the confirmation email from Dooney & Bourke is missing my apartment number in the shipping address. However, my full address including the apartment number was already stored in my REMOVEDand automatically used during checkout, so the company had the correct information when processing the order.
  This raises the question: how was the package supposedly delivered if the apartment number was missing from the confirmation email? Without that critical detail, it’s unclear how the carrier could have successfully delivered the item to my door and yet the photo they provided doesn’t match my order at all.
  Adding to the confusion, the Dooney & Bourke website continued to list the order status as “processing” even after it was supposedly delivered. I contacted their customer service multiple times between August 2 and August 5, providing detailed explanations and screenshots, including the tracking inconsistency and the delivery photo mismatch.
  Despite these efforts, the company has refused to acknowledge the issue or offer a resolution. I paid $388.04 for an item I never received, and Dooney & Bourke is relying on an unrelated REMOVEDdelivery photo to close the case.

  Business Response

  Date: 08/06/2025

  Please see attached POD tracking number REMOVEDprovided by REMOVED.  Customer is stating that the package was delivered on the 27th.  REMOVEDtracking shows delivery of the 26th. The customer spoke with D&B representative and was informed that the photo in the picture is a Dooney & Bourke package (DBI stamped in Blue on the side of the box).  REMOVEDlogo does not have writing and would have the black REMOVEDtape.  The POD attached also shows that REMOVEDdid have the customers apartment number on the label.  The delivery turn around was prompt due the fact that the item shipped out of our REMOVEDwarehouse and the customers delivery address is also in REMOVED.  

  Customer Answer

  Date: 08/10/2025

  Thanks for your response.
  The POD image attached to REMOVEDtracking for REMOVED… on July 26 appears to show an REMOVEDPrime box and a white REMOVEDmailer (the white mailer is my wreath hanger, and the box contains hair/skin care products), which match my REMOVEDdelivery on July 27 (see attached screenshots from my REMOVEDapp). The photo is too blurry to verify any DBI stamping, and REMOVEDfrequently uses blue Prime tape, not only black. Please provide a clear, high-resolution photo of the delivered package showing the shipping label and the DBI mark, along with the scan timestamp and package weight/dimensions from REMOVED. Without that, the current photo does not substantiate delivery of my Dooney & Bourke order.
  In addition, as of August 1, my order status on your website still displayed “Processing” (screenshot attached). This is five days after the date you claim the item was delivered (July 26). This discrepancy between your internal status and the claimed delivery date raises questions about whether the order was actually shipped to me at that time. Please clarify why the order remained marked as “Processing” if it was indeed delivered on July 26.
  
  

  Business Response

  Date: 08/26/2025

  Please see attached phone of our boxes.  The photo was provided by the REMOVEDtracking.  The box is the photo is our box.   

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Dooney and Burke Florentine satchel and the color natural mini size. It did not come with the purse strap and customer service was rude and refused to send me a strap and I told Customer Care and the guy said that they don’t really care about that. There’s nothing he can do forme.

  Business Response

  Date: 07/22/2025

  THE CUSTOMER CALLED AND MENTIONED THAT THE BAG WAS DELIVERED WITHOUT THE STRAP.  REP EXPLAINED THAT WE DO NOT HAVE STRAPS AVAILABLE TO SHIP OUT AND THAT HE COULD RETURN THE BAG, WHICH WE WOULD CREDIT AND HE COULD ORDER A NEW BAG.  THIS IS AN INCONVENIENCE OF COURSE, BUT WHAT WE COULD DO FOR HIM.  

  THE REP GUIDED HIM THRU THE RETURN PROCESS AND PROVIDED HIM THE RETURN LABEL, BUT HE WAS NOT WILLING TO RETURN THE ITEM.  HE ALSO MENTIONED THAT HE WOULD LEAVE

  A NEGATIVE REVIEW ABOUT THE EXPERIANCE.

  I AM SORRY FOR THE INCONVENIENCE CAUSED REMOVED.

  I WAS ABLE TO GET A STRAP FROM OUR PRODUCTION FACILITY SENT TO ME AND WILL BE SHIPPING IT OUT TO REMOVED.

  Customer Answer

  Date: 07/26/2025

  Further looking at the bag, there were some scratches on it and some type of stain. It looks like this bag was returned and then sent out again and it did not have a strap. I had to work a second job just to afford this bag. I’m hoping that they can send me a new bag and then I can send the old one back. This is very inconvenient, but I have quite quite a few bags from you.

  Business Response

  Date: 07/28/2025

  The customer was advised of the policy and could return the bag and order a new one. the customer declined returning the bag.  As a one time courtesy, we were able to locate a strap and it was sent out to the customer.  

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: I work hard for my money and don’t have weeks to wait for a new bag sorry you guys messed up in the first place and did not have a strap for my bag in the original order but I will return bag and never order from you again and let all my friends and family know how you treat your customers 
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want them to honor the coupons. I wanted to purchase Style #: REMOVEDStyle #: REMOVEDand put them in my cart. I put in the July 4 and Welcome 20 which the website took and deducted. I tried to purchased the bag and wristlet which I thought went through and didn't. I then asked Dooney and Bourke to honor the coupons and now they are telling me that these bags are Thanks for contacting Dooney & Bourke. We sincerely apologize for the inconvenience caused. Your desired item, "Collegiate University of REMOVEDZip Pod Backpack - White Multi," and "Collegiate University of REMOVEDZip Around Wristlet - White Multi," which is part of our exclusive collection, are not eligible for any promotional offers. This is why you are unable to use your promo code at the checkout. Nowhere on the website did it say that they were not eligible!!!!

  Business Response

  Date: 07/24/2025

  WE UNDERSTAND THE CUSTOMER WOULD LIKE TO APPLY THE OFFER TO SPECIFIC PRODUCTS, AND WE TRULY APPRECIATE THEIR ENTHUSIASM. HOWEVER, AS NOTED IN THE ORIGINAL PRMOTIONAL EMAIL

  SENT TO THEM, SOME EXCLUSIONS DO APPLY,---AND UNFORTUNATELY, THE ITEM(S) THEY WERE ORDERING FALL INTO THAT EXCLUDED CATEGORY.

  WE DO OUR BEST TO OFFER COMPETITIVE PRICING YEAR-ROUND, AND WHILE THESE SPECIFIC TIEMS AREN'T ELIGIBLE OR THIS PROMOTION, WE HOPE THEY WILL TAKE ADVANTAGE OF THE OFFER

  ON THE MANY OTHER QUALIFYING PRODUCTS.

  HERE IS THE PROMO EMAIL SENT TO THE CUSTOMER AS WELL AS THE CASE WITH THE RESPONSE ALREADY SENT TO HER.

   

   

  Business Response

  Date: 07/24/2025

  APOLOGIES   THE PROMO EMAIL AND RESPONSE SENT TO CUSTOMER WOULD NOT LOAD   I WILL WORK TO SEE IF I CAN GET IT UPLOADED 

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:  I am very confused as I order from other companies and if a promo code does not apply then when I have the item in my cart and put the promo code, it will not apply.  Yet when I put the items in my cart then entered the 2 promo codes did apply, reducing the cost down!!!!!  I received nothing to tell me otherwise until I noticed a deduction did not come out of my account.  That is when I reached out I was told that the promo codes did not apply.  That is false advertising!  Never in my life have I had poor customer service, it was your website mistake!  Not my mistake and you won't honor the mistake.  I feel that that is unethical.  At this point I am sorry that I ever wanted to do business with your company.  How can you not honor YOUR MISTAKE?   It is fact that your company messed up and any honorable business would honor the discounts because it was not my fault!  The website should never have allowed the deductions.
  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 07/28/2025

  All of our promotional codes have exclusions.  The below information was included on the email and the website at the time the customer was ordering the items.  Therefore, the customer was aware that the desired product could not be purchased with the coupon

   

  Promotion Details
  ×
  Fourth of July Sale is
  available for a limited time only on dooneyREMOVEDwith code JULY4. Discount is
  not applied towards shipping or sales tax. Discount cannot be applied towards
  our Dooney App REMOVED brand products. Offer
  not valid on previously purchased merchandise. Cannot be combined with any
  other offer. Not redeemable for cash in part or full.
  

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/30/25 I purchased Dooney bag REMOVED-Twist strap hobo-Pale Blue for $134.64 (with shipping + handling) I received the bag on 7/7/2025 when I opened the rather large box the bag is way too big so I never took the bag out of the plastic over wrap, I called Dooney & Bourke and explained to the customer service agent that the bag was too big and I wanted to return it. The agent told me they can send me a return label but they have to take $10 from my original payment amount, I asked why? The agent told me that when you use our return label then we take $10 which is seen on the website from your payment amount. So I politely put the unwrapped bag back into the original box and will ship it at my cost to Dooney & Bourke and I want my full refund plus my shipping fee (around $30) I have bought 4 bags from Dooney and have never had a problem with any purchases, when I order purses from Michael Kors and Coach I have never had to pay a return fee.

  Business Response

  Date: 07/08/2025

  In reference to REMOVEDcomplaint, please see below,

  We do not offer free returns: we offer a return label at $10.00 for the order return which is deducted from the refund.

  If the customer opts to return the purchase on their own and not accept our label offer, they are responsible for the cost of shipping the item back to us, shipping fees are non-refundable.

  This is listed on our site under RETURNS.

  I would imagine that when the carrier told her the cost of shipping the item back, she would have called us back to take the offer, but we did not hear from her.