I purchased the "IT" Bag for my birthday in 2005. This was a special birthday present, due to the fact that the bag cost $250! I have never spent that kind of money on a bag, and never will again.
The bag was white with multicolored D's and B's on it. Great summer purse, right? Well, each winter i would futifully put the bag away for the season. This summer when i got it out to use, the purse had turned YELLOW.
There happens to be a Dooney and Bourke outlet near my house, so i took the bag to ask them how i could make it white again. I was told by the saleswoman there that the actual vinyl fabric of the bag had come from a bad lot for this particular bag. She told me to call customer service, tell them what my problem was, and that they would replace the bag.
I sent the bag to the company ($12 that i have never gotten back) and they sent me a letter stating that they could offer me the "Valued Customer" trade-in program, where i would get a $97 credit towards a $200 or more bag from their website. I emailed customer service that this was not acceptible... Why should i have to pay even more money than i already have?
They said that they saw no defects with the bag, even though they admitted that it is YELLOW. Since the bag is past its one year warranty, the company will not do anything about this.
I contacted my local "Consumer Advocate", Jackie Calloway, who was unable to get anywhere with this totally UNFRIENDLLY, RUDE, AND INEPT customer service department.
I cant even begin to describe how dissapointed i am with Dooney and Bourke's refusal to stand behind their products... After one year and they go to he*, are we out of luck? I spent alot of money on this bag. One of my friends own's a XXXXXXXX bag that had a similar problem, and it was taken care of no questions asked. I guess the moral of this story is to 1. Never buy Dooney and Bourke ANYTHING and 2. Buy XXXXXXXX products instead.
Mary
St. Petersburg, Florida
U.S.A.
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