I believe that they never intended to consider my complaint, but that the operator just wanted to quickly finish up the conversation with me. The email said that I will not be reimbursed the difference. And that I would receive an email about their decision in about a week. They told me that Dooney & Bourke is not out for money but for quality service, and that he will refer me to their complaint department. I explained, why would they want a customer to go through the trouble and expense of that when they can just easily refund me the difference in reduced price. Other stores and websites have always given me the difference when this happens.
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I explained that would mean that I would have to pay a $10 shipping fee to return the one I had, then pay another shipping fee for the new purchase since my order was not high enough to warrant free shipping. They said "no" and that I had the option to return it and purchase the same bag at the sale price. I called customer service asking if I can get the reduced price since I had just received it. The day I received it, I saw that one of the bags was significantly reduced in price. I had ordered 2 bags online from Dooney & Bourke website during Thanksgiving time. Now it just seems they ship when they feel like it. I don't expect everyone to be like Amazon but 2 weeks before an item gets shipped is a long time - unless you would set the expectation when the goods are purchased. Emails from different service advisors each time so no personal touch. No apologies for the miscommunication or delay.
When I sent a copy of my order with my UK address, I finally received confirmation of the items being shipped - that day. When I questioned this, they insisted that was my shipping address even though I told them I am located in the UK - see attached pic. When I asked for details, they sent me proof of delivery for an address in the US. When I finally chased the last order, I was told it had been delivered.
The orders do not get shipped for weeks, and you have no idea why. Twice now, this has led to disappointment. But as I find the bags still worth it, I pursued with my orders. You must display consumer product prices including VAT. When you shop online from the UK, you get the prices excluding VAT on the site and in your trolley, and the VAT only gets added on checkout.
The brand is let down by the online customer service and experience: I have multiple Dooney and Bourke bags, one bought in store while I was in the US, another 5 I bought at their online store.
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