Defective Dooney & Bourke Purses

[LKFan]

This topic was brought up within another D&B thread but should be by itself.

I bought a DCL D&B bag in June, 2010. The red "sealant" on the shoulder straps is now peeling off.

I e-mailed D&B last week and received the following e-mail today:
"Thank you for contacting Dooney & Bourke.

Your email is important to us, however due to heavy volume we have not yet replied. All mail is answered in the order received.

It was signed:

Dooney & Bourke
(800) 347-5000"

I called and spoke to CS today. I was told to mail my purse to
Dooney&Bourke
1 Regent Street
Norwalk, CT 06855

Include my name, address, phone number and a description of the problem.

Send by either UPS or insured mail and include the shipping receipt because, if the purse is defective, they will reimburse my shipping.

I said that I must have looked through 30 purses to find the one with the best placement/design so I would prefer if they could repair my current purse rather than replacing it. She said to include that informtion in my note and they will contact me before doing anything to my purse.

They didn't ask for my receipt, date of purchase or anything like that.

Thought I would put the information out there in case anyone else is having problems with their DCL purses.

[mmouse37]

Good to know...thanks for posting.

D&B has a yearly tent sale in Decembe at the Norwalk location...my friends went and said it was great with great bargains but they do not carry the Disney stuff....well maybe next year they will.

Again, thanks for posting.

MJ

[m&m's mom]

Thank you for posting this. My Mom's is peeling as well. Mine has been fine but I do not use it as frequently as she does.

[AmberHeartsDisney]

This is one thing i hate about D&B purses. A lot of them with that color on the handles do that.

[Silverfox97]

I can't believe there is a thread on this. Why? Because just last night, I packed up my purse with a letter to D&B!!! It's sitting on the counter in a USPS Priority Mail box waiting to get taken to the post office.

I bought a WDW purple theme park sketch bag from the disneystore.com on Thanksgiving day for 20% off, free shipping, and $15 for a make-up bag. My problem is with the zipper - it's missing a "tooth" and, well, it's just jacked up. I tried to live with it, but twice now, I was unable to unzip it in a store at the register to pay for a purchase!!! So, I too wrote a similar letter about loving my pattern, and not wanting a replacment, but to just fix my zipper.

[diznefamily]

so far so good with the couple I have. where is that location of the sale?

[makaylee]

Thank you so much for posting this. I also purchased one on the magic last August and after only a week or two of use the same thing started happening. I just put the purse up in my closet because I was worried about it getting worse. I was thinking about asking for an exchange during our next cruise, whenever that would be. I never thought of contacting Dooney, can you please keep us updated? I am also worried about sending mine in because of the pattern placement. Thanks and good luck.

[Eeyore1928]

My purse is doing the same thing after 2 weeks of use. I bought it in November on a cruise and am headed back on one next week....so I am gonna take it back there and exchange for some Dream Inaugural merchandise I think. I do not have a receipt either...that is long gone, but as exclusive dealers of these things they can at least look up that I was there!

[Fleury]

Thanks for posting this - I bought one last March at WDW - DD and within 2 weeks of getting home the stitching on the strap gave out

[Eeyore1928]

I called Mail order and they told me to take my purse back to ship for exchange! Yay....I have the medium with the rounded straps....are the larger ones peeling too? They have the flat straps...not sure if they have the red as well.

[LKFan]

Interestingly, I got a written reply today too. It is basically the same information that I got over the phone (see below).

I'm surprised so many people are having similar problems. For those of you who plan to purchase purses on your upcoming cruises, you might want to keep your receipt in a safe place.



Thank you for your email. We are sorry to hear that you are experiencing a problem with your item. Please ship it back to us to be inspected.

We suggest that you ship your item via UPS or insured mail. Be sure to include your name, address, daytime phone number and a brief description of the problem. Once we receive it within 7-10 days you will receive a card in the mail with your options on it. Give us a call and go over the options with us. Please include a copy of your shipping receipt. If your item is deemed a defect under warranty, we will reimburse you up to $13.00 for your shipping fees.

Ship to:

Dooney & Bourke
Attn: Repairs
1 Regent St
Norwalk, CT 06855

Sincerely,

Customer Service
695

**Please note if the above information is not included with your return, we will not be able to process your request.**

[Silverfox97]

Although I am having a different problem (zipper) - I sent it Priority Mail today, plus insurance and delivery confirmation it was $12.80 to ship. I didn't include a copy of the receipt because, well, the package was already sealed. I suppose I can scan it in and e-mail it to them? Anyways, I will let you know if they repaired my zipper, since I specifically asked them NOT to replace it. I wrote down the number inside so that I can be sure.

[princesswendy720]

Unfortunately, it's not just a problem with the Disney Dooneys. I got a regular Dooney bag, made of the same material as the sketch bags, and the outer, waterproof part of the bag started separating from the rest of the bag. Basically it looked like big air bubbles were forming on the purse and yellowing.

My Disney Dooneys have held up fine so far, other than the leather on the straps darkening in color a little, which they say is normal.

[MikellaCinderella]

Gosh, I was really hoping to get a DCL Dooney on our cruise in October! This makes me rethink my decision.....

[LKFan]

Originally Posted by MikellaCinderella

Gosh, I was really hoping to get a DCL Dooney on our cruise in October! This makes me rethink my decision.....

I love my DB purse. I've actually met a couple of fellow board members because they saw my purse while I was shopping (both times it was at Target.... hmmm ).

I thought about peeling of the sealant off myself but then someone mentioned that DB stands behind their purses so I decided to contact them. Even with the sealant peeling, I'm very happy wtih my purse.