New! Haunted Mansion-Inspired Dooney & Bourke Bag

[sookie]

Sorry to read this. I have still been holding onto my flaking bag using it everyday. We bought around the same time too. I have been in touch with D&B and they said they will not tell me what they will do until they see the bag.

I hope it works out for you.

I am sending mine back to D&B today. They were very nice on the phone about it. I just want to exchange the bag.

 

[sookie]

For anybody thinking about sending their Haunted Mansion bag back to Dooney for replacement, here's a re-cap of my experience dealing with the Dooney and Bourke customer service:

I initially e-mailed them to ask about my options to send my bag back. After waiting a few days with no response, I called customer service to get the return info. That was about 4 weeks ago, and to this day, I've never received a reply to my initial e-mail.

When I called customer service, I was told to send the bag to them. Once they received the bag, they would send my a notice within 1-2 weeks, letting me know my options (repair, replace or refund). I waited over 2 weeks with no notice and decided to call customer service back to check on the status of my bag. They told me that they would send a replacement, but the bag was on back order until the end of March. It would have been nice if they would have sent some communication about this, without me having to call them to ask.

They said that a refund was not an option, because I purchased the bag from Disney (the only way to get a Disney Dooney!)

I asked to speak to a manager, and was told that a manager would be calling me back within 24 hours. It has now been over 48 hours, with no phone call.

I am thinking about exchanging my Haunted Mansion bag for something else on the Dooney web site, because this seams to be my only other option besides getting another faulty Haunted Mansion bag. I called Dooney Customer Service again today, to ask about an exchange for a different bag. I was told that the value of my Haunted Mansion Letter Carrier is $188. I can exchange it for something that is $188 or less on their web site. The lady that I spoke to this morning said that they cannot issue me a gift card, so even if I wanted a bag that cost $200, I cannot pay the difference!!! This is the most ridiculous thing ever! Now I'm stuck with another defective Haunted Mansion bag, or anything on their web site for under $188!

I just called again and asked for a supervisor, and at first this supervisor told me that I cannot exchange for anything on the web site, and I can only wait for another Haunted Mansion bag. After looking further into my previous phone calls, she said that I can exchange for something else, and I can pay the difference if I chose something more expensive. She also gave me her name and direct extension, as well as the name and direct extension of the other supervisor who I spoke to a few days ago. At least now I can contact them directly when I'm ready to order my replacement bag. I'm going to go to Macy's or Nordstrom this weekend, and look at some bags in person, before I decide what I want to exchange for.

Even though I love some of the Disney prints, and I'm sure that not all Dooney bags are poor quality/defective, I will NEVER purchase another Dooney product after my experience with their customer service!!!! I plan to exchange my Haunted Mansion bag for a nice leather bag, that will hopefully be defect free and last a long time.

Anyway, good luck to anybody else who decides to send their Haunted Mansion bag back to Dooney

Hi! Did you ever get back your Dooney? I'm sending mine back today - the flaking is just too much. I love the bag and just want a replacement.

 

[chipndale16]

I decided to use the $188 credit from my Haunted Mansion letter carrier toward a different (non-Disney) bag from the Dooney and Bourke web site. I really loved the HM pattern, but I'm afraid a replacement bag would have the same flaking problem. My experience with the Dooney customer service has been pretty frustrating, and I don't want to deal with another flaking bag. They did tell me that the HM bags were out of stock until the end of March, so it may be a while before the replacement bags are available. Sadly, I won't be buying another Dooney product again (Disney or otherwise). After my experience, I looked up Dooney and Bourke on the Better Business Bureau web site, and they are not a BBB accredited company, and received an "F" grade. It seams like I'm not the only person to have a bad experience with them. I do hope that you have a better outcome, and a flake-free replacement bag!

 

[Lillian Gracey]

I'm glad I saw this before I sent the bag back. My bag isn't flaking as I have only used it once. It ruined my $250 BCBGMAXAZRIA dress that I wore to our Cali Gril dinner while on our disneymoon (which I only got to wear once of course ). I was so upset that I hadn't touched it 'til about Christmas time when I was going through some things. Underneath the strap is so rough and scratchy that it scratched up the top of my dress. It's no wonder why because they leave the strap pretty much unfinished underneath and don't put anything there to prevent anything like that. It's super unappealing.

I love this bag so much, but I am afraid of it scratching up my clothes and I don't know what to do. It sounds like an absolute nightmare trying to exchange it. It's been 2 months since I contacted Dooney by email and never received an email back. I had to call them and even that was a pain. I never treat myself to a nice bag like a Dooney, but I adore Haunted Mansion. I have bought bags for a lot cheaper that don't ruin clothes. I'm really just disappointed.

 

[chipndale16]

That really sucks about your dress. Now your out a nice, expensive dress and have an expensive bag that your not using . I decided to try a Dooney leather bag because I might actually use it. I felt like I would never use a replacement HM bag because I'm pretty sure it would just start flaking. If you are thinking about sending your bag back for replacement, you may have to wait a while to get the new bag. Maybe look on the Dooney web site to see if there are any other bags that you may like to exchange you HM bag for. The bag that I chose is the pebble grain Bitsy bag. It's similar in size to the HM letter carrier. I went to my local Macy's store to see some Dooney bags in person before choosing the Bitsy bag. It is my understanding that Dooney's policy is to only allow you to replace a Disney bag with another of the exact same bag. I wasn't offered an exchange for a different item from their web site until I spoke with a supervisor. My advice for anybody sending a Disney bag back, is to track your package, so you know when Dooney receives it. If you don't hear from them within 1-2 weeks, call their customer service number and ask for a supervisor.

 

[chipndale16]

The supervisors that I spoke with were Iris and Carol. They were much more helpful and better informed than the regular customer service employees.

 

[BigMommaMouse]

I'm glad I saw this before I sent the bag back. My bag isn't flaking as I have only used it once. It ruined my $250 BCBGMAXAZRIA dress that I wore to our Cali Gril dinner while on our disneymoon (which I only got to wear once of course ). I was so upset that I hadn't touched it 'til about Christmas time when I was going through some things. Underneath the strap is so rough and scratchy that it scratched up the top of my dress. It's no wonder why because they leave the strap pretty much unfinished underneath and don't put anything there to prevent anything like that. It's super unappealing.

I love this bag so much, but I am afraid of it scratching up my clothes and I don't know what to do. It sounds like an absolute nightmare trying to exchange it. It's been 2 months since I contacted Dooney by email and never received an email back. I had to call them and even that was a pain. I never treat myself to a nice bag like a Dooney, but I adore Haunted Mansion. I have bought bags for a lot cheaper that don't ruin clothes. I'm really just disappointed.

That's terrible about your dress. I worn a white dress to the CG and the strap left black marks on it, that I have not be able get out.

 

[luvdisney73]

I am going to Magic Kingdom next week and was trying to decided if I should take my letter carrier with me to exchange. I have used mine a less than a dozen times and the corners are flaking also. Do you think Uptown Jewelers (where I purchased) will exchange it? I have the receipts.

 

[Samantha CBB]

I just went to World of Disney at Disneyland and they returned my haunted mansion letter carrier, no questions asked. I bought it November 1 at Magic kingdom and they still took it back. Only downside is that I got a merchandise credit instead of cash back. But I figure that's ok since I bought it over 90 days ago.

 

[luvdisney73]

Thanks Samantha! I am going to take mine with me tomorrow and try to exchange it at Uptown Jewelers as well. I have been very unsatisfied with it. I also called the Merchandise phone number and was told by a manager that I should not have any problems.

 

[DisFam95]

Is the flaking I hear about happening on the body of the bag? I had the smith and tote but returned them as they were just too large for me but loved the LC bag.

I use it daily (about 4 mo now) and have had no flaking on the body at all but the 4 corners did flake off and are white tipped. I just dot it w a sharpie every now and then but that's ridiculous for a bag of this supposed level of quality. In reality it feels like a cheap plastic purse. We're heading there in August - not sure if I'll turn it in then if I've had enough by then.

I will say I hate the interior design. Each time I reach in or try to slide my wallet in the interior side pouches are so gaped open they catch on my wallet so I have manually hold back the interior pocket each time I put my wallet in.

Love the pattern but still really overall disappointing purse.

 

[Raya]

I bought my LC on Halloween. I've worn it 5 times a week (to and from work) ever since. It developed the flaking/white spots quickly but I could live with it... until today when the strap broke. My first call to Disney customer service 877-560-6477, was a dead end. They wouldn't talk to me unless I had my receipt in hand. When I called again (with the receipt) they gave me a RMA number but refused to tell me if the bag would be repaired or returned. They claim Disney has no say the process, that it's up to Dooney.

Hi everybody,
I just realized I never reported back with my experience so here it is.

On Friday 1/23 I called Disney customer service. They wouldn't talk to me without a receipt number. I called back that evening (5:30) with my receipt number, and was given a RMA (Return Merchandise Authorization) number. They instructed me to send a copy of the receipt, the RMA, and a letter about the problems. I was supposed to get a return label in 24 hours. I got rather heated with the woman who told me there was no way to know if I would get a replacement or a refund.

Monday, 1/25, I got my return label via email.
Tuesday, 1/26, I sent everything off.
Thursday, 1/29, UPS said my package arrived at Disney.

Friday, 1/30, I got a call from Disney customer service. The Rep didn't know anything about Dooney being involved in the decision, and considered this purely a Disney matter. She was very sorry for the problems and needed my credit card to process the return. I hesitated and she offered a replacement saying 'I've got over 100 in my system, it could be there in less than a week.'. Considering the widespread quality issues, I went for the refund. The credit showed up on my Disney card a week later.

I have to admit that I miss my super cool Haunted Mansion bag. It was polished and professional, with a subtle hint of my personality, but the quality just wasn't there. I wanted a purse I could wear every day and still have it look good. These bags are more of the wear once in a while, don't put too much in it, and be careful type.

 

[stitchrulz]

Is the flaking I hear about happening on the body of the bag? I had the smith and tote but returned them as they were just too large for me but loved the LC bag.

I use it daily (about 4 mo now) and have had no flaking on the body at all but the 4 corners did flake off and are white tipped. I just dot it w a sharpie every now and then but that's ridiculous for a bag of this supposed level of quality.

This is exactly what my LC is doing, and I'm doing the Sharpie touch-up as well. Totally agree on the poor quality.

 

[Fiveisaparty]

This is so disappointing! I was really looking forward to getting myself one on our trip next week. I guess I will be saving my money

 

[ellie05]

I'm glad I saw this before I sent the bag back. My bag isn't flaking as I have only used it once. It ruined my $250 BCBGMAXAZRIA dress that I wore to our Cali Gril dinner while on our disneymoon (which I only got to wear once of course ). I was so upset that I hadn't touched it 'til about Christmas time when I was going through some things. Underneath the strap is so rough and scratchy that it scratched up the top of my dress. It's no wonder why because they leave the strap pretty much unfinished underneath and don't put anything there to prevent anything like that. It's super unappealing.

I love this bag so much, but I am afraid of it scratching up my clothes and I don't know what to do. It sounds like an absolute nightmare trying to exchange it. It's been 2 months since I contacted Dooney by email and never received an email back. I had to call them and even that was a pain. I never treat myself to a nice bag like a Dooney, but I adore Haunted Mansion. I have bought bags for a lot cheaper that don't ruin clothes. I'm really just disappointed.

I can't believe it did that to your dress. That is unacceptable for any bag to do.

 

[focusondisney]

Hi everybody,
I just realized I never reported back with my experience so here it is.

On Friday 1/23 I called Disney customer service. They wouldn't talk to me without a receipt number. I called back that evening (5:30) with my receipt number, and was given a RMA (Return Merchandise Authorization) number. They instructed me to send a copy of the receipt, the RMA, and a letter about the problems. I was supposed to get a return label in 24 hours. I got rather heated with the woman who told me there was no way to know if I would get a replacement or a refund.

Monday, 1/25, I got my return label via email.
Tuesday, 1/26, I sent everything off.
Thursday, 1/29, UPS said my package arrived at Disney.

Friday, 1/30, I got a call from Disney customer service. The Rep didn't know anything about Dooney being involved in the decision, and considered this purely a Disney matter. She was very sorry for the problems and needed my credit card to process the return. I hesitated and she offered a replacement saying 'I've got over 100 in my system, it could be there in less than a week.'. Considering the widespread quality issues, I went for the refund. The credit showed up on my Disney card a week later.

I have to admit that I miss my super cool Haunted Mansion bag. It was polished and professional, with a subtle hint of my personality, but the quality just wasn't there. I wanted a purse I could wear every day and still have it look good. These bags are more of the wear once in a while, don't put too much in it, and be careful type.

Hi! I just wondered if you know the time limits to return to Disney? I purchased the HM smith bag from the DS website last May. But I did not start using it til late Nov. of course, it now has 4 white corners! I'm wondering if I can still return it. I thought about calling D&B, but at this point probably don't want a replacement. I never considered I might be able to return to the DS til reading your post - I think this is the only thing I've ever bought from DS online. Thanks!

 

[Kidclarke]

Hello everyone! I was glancing through and I noticed what I saw on another group was not mentioned. The above photo is not my bag, but a couple of people that have sent in the crossbody and letter carrier received ones with the black corners back (pictured above). I cannot seem to find the letter carrier picture with the corners I saw, but if I find it, I will post it.

I personally sent my crossbody in on Wednesday and it should arrive at Dooney on Friday. I will keep everyone posted how the process goes for me. I sent it in and wrote a note as requested on the Dooney site.

 

[DisFam95]

omg I'm calling tomorrow. I was so disappointed in this bag because of the white corners.

Who do i call or what do I need to do. I never registered the bag but I have the card.

 

[Lillian Gracey]

I kinda like how that looks! If the letter carrier is like that I'll probably send mine in then. I'd like to see more pictures of the bags overall before making a final decision.

Edit: I just found this image on a facebook group:

It's the letter carrier and it has the corners covered! I'm definitely going to send mine in and get a replacement.

 

[DisFam95]

I personally sent my crossbody in on Wednesday and it should arrive at Dooney on Friday. I will keep everyone posted how the process goes for me. I sent it in and wrote a note as requested on the Dooney site.

So it seems I've read some say you have to call and go through Disney and get a return label but it sounds like you went through Dooney?? How did it start? Thanks!!