So annoyed with Dooney!

louislover260 · Jul 25th, 2008, 12:38 AM

ok, so my DB Alto Large Frame Satchel has a key clochette for the keys... and at the top of the bell part the hole is starting to stretch... or maybe it was made that way, I don't know... ANYWAY, the hole looks like it might slip passed the keys and I'm afraid of losing it.

I called Dooney, and the lady said they could send me the piece, just as long as I sent an email with a pic of the bag in that way I wouldn't have to deal with the hassle of mailing the bag in. So I emailed. And they told me i WOULD have to send the bag in. I told them that it was ridiculous, and that they can't repair the piece, only replace it. And they came back and said that they still would only accept it if I mailed the bag in.

I would rather not risk the bag getting lost or damaged in the mail, but I still REALLY want the replacement piece! What would you do Dooney lovers?

PurpleRose · Jul 25th, 2008, 01:47 AM

Aw sweetie, that stinks! Not your pretty Alto!!!

I have to say that as happy as I've been with the quality of my D&B purchases, I'm not overly fond of their CS. Both D&B bags I own came from Macy's and neither had a dust bag. I called to request one after realizing it was missing; the first bag they told me didn't come with one because their dustbag was blue & the bag was white (apparently they had a problem with color transfer from the dustbags?). For the second bag, they said I could purchase a dustbag if I wanted one.

Do you have the name of the first lady you spoke to who told you that you could just email the pics? I think I'd call back and try to speak to her again--see if you can send the pics directly to her.

Hope you get your replacement soon!

meowgal · Jul 25th, 2008, 02:06 AM

I had some stitching come out of a purse 2 years ago. I called Dooney and they said to send them the purse they would fix it.

They did and all is well. I also had the same wonderful experience with Coach when my wallet popped it's stitches.

Just pay the extra to insure the item, and ask for a request reciept delivered sticker.

Good luck

louislover260 · Jul 25th, 2008, 02:15 AM

Quote:

Originally Posted by PurpleRose

Aw sweetie, that stinks! Not your pretty Alto!!!

I have to say that as happy as I've been with the quality of my D&B purchases, I'm not overly fond of their CS. Both D&B bags I own came from Macy's and neither had a dust bag. I called to request one after realizing it was missing; the first bag they told me didn't come with one because their dustbag was blue & the bag was white (apparently they had a problem with color transfer from the dustbags?). For the second bag, they said I could purchase a dustbag if I wanted one.

Do you have the name of the first lady you spoke to who told you that you could just email the pics? I think I'd call back and try to speak to her again--see if you can send the pics directly to her.

Hope you get your replacement soon!

I really need to start writing the rep's names down! lol...

Yes, DB CS really stinks at times! lol... and not to mention the website is AWFUL! Incredibly outdated, and I HATE that the main pic of the item may not even be an available color! DRIVES ME NUTS!

PurpleRose · Jul 25th, 2008, 02:20 AM

^^They could definitely stand to improve the site. It irritates me when I'm trying to view the bag in a different color & it won't work... they have the separate pics for some of the colors, why not all of them?

on D&B anyway!

grayxie · Jul 25th, 2008, 09:01 AM

Do you think it would be fixable at a leather repair shop?

Compass Rose · Jul 25th, 2008, 09:04 AM

I'd try talking with a different rep. It never ceases to amaze me that when you call in for customer service on ANYTHING, you get two different answers from two different people, whether it is appliances, phone service, or whatever.....

pixiestix · Jul 25th, 2008, 10:31 AM

I agree to try calling again to speak with someone else. If all else fails I would mail it in but be sure to box it up good.

That is such a cute bag!

louislover260 · Jul 25th, 2008, 10:52 AM

Quote:

Originally Posted by grayxie

Do you think it would be fixable at a leather repair shop?

No, there really isn't anything to repair, the hole around the top of the bell is just stretched out. :(

gabz · Jul 25th, 2008, 12:16 PM

i am so done w dooney. bought one of those it bags that ripped. they wanted me to send it int but international shipping was $60!

ArmCandyLuvr · Jul 25th, 2008, 03:54 PM

That's pretty ridiculous that you would have to mail in the WHOLE BAG just to get a replacement key clochette. Why not just have you mail in the defective clochette?

fashion16 · Jul 25th, 2008, 04:02 PM

I have never had good experiences w/ Dooney. I bought one from Macy's & one from Nordstroms. Neither came with dust covers. The stitching came out in one, they refused to fix it calling it "wear and tear" so I sent it to Nordstrom's purse repair contact and she did a great job. I have registered both of my bags but neither of the registrations were ever recorded?? Needless to say that I banned Dooney a long time ago. Sorry about your situation.

LewLew · Jul 25th, 2008, 04:02 PM

Quote:

Originally Posted by louislover260

No, there really isn't anything to repair, the hole around the top of the bell is just stretched out. :(

Maybe a leather shop could give it a little 'facelift' - a stitch or something to tighten it back up around the top? I'd go see before I mailed the whole thing in....................just a thought.

At least you get people to answer the phone at Dooney, some brands don't even answer or offer to fix the bag. They tell you to take it back to the store you bought it at!

I hate dooneys site too....I always get annoyed looking at a bag and I can't make it change to the color I want to see from the swatchs below!

MochieeFishy · Jul 25th, 2008, 06:45 PM

Where'd you pick up the bag & how old is it? The edging on the handle of my east/west slouch bag started pealing and I called Dooney, they told me to send it in but they didn't take my name or anything and I was worried about it getting lost in the mail, so I took it back to Herberger's and they exchanged it for me.

TechDiva · Jul 25th, 2008, 07:53 PM

I would try calling again and see if you can get that same customer rep. If not, test the next rep you speak with and see if you can find one that is willing to just send you what you need based on you sending in a picture. But if you can't find anyone to do that then I would send the bag in and make sure its insured and get confirmation of delivery. I know this is a pain in the butt, but what else can you do. The bag is too beautiful to have an imperfection that can be fixed. But if you get to the point of just wanting to get rid of the problem...you can always send the bag to me!

Jul 25th, 2008, 12:38 AM	#1
louislover260 Lil' Secret Box Joined: Jan 2008 Posts: 2,470	So annoyed with Dooney! ok, so my DB Alto Large Frame Satchel has a key clochette for the keys... and at the top of the bell part the hole is starting to stretch... or maybe it was made that way, I don't know... ANYWAY, the hole looks like it might slip passed the keys and I'm afraid of losing it. I called Dooney, and the lady said they could send me the piece, just as long as I sent an email with a pic of the bag in that way I wouldn't have to deal with the hassle of mailing the bag in. So I emailed. And they told me i WOULD have to send the bag in. I told them that it was ridiculous, and that they can't repair the piece, only replace it. And they came back and said that they still would only accept it if I mailed the bag in. I would rather not risk the bag getting lost or damaged in the mail, but I still REALLY want the replacement piece! What would you do Dooney lovers? __________________ Visit my bag showcase: http://forum.purseblog.com/your-bag-...se-272416.html UPDATED! NEW Coach Items! Page 13

Jul 25th, 2008, 01:47 AM	#2
PurpleRose Member Joined: May 2008 Location: Stimulating the economy... Posts: 487	Aw sweetie, that stinks! Not your pretty Alto!!! I have to say that as happy as I've been with the quality of my D&B purchases, I'm not overly fond of their CS. Both D&B bags I own came from Macy's and neither had a dust bag. I called to request one after realizing it was missing; the first bag they told me didn't come with one because their dustbag was blue & the bag was white (apparently they had a problem with color transfer from the dustbags?). For the second bag, they said I could purchase a dustbag if I wanted one. Do you have the name of the first lady you spoke to who told you that you could just email the pics? I think I'd call back and try to speak to her again--see if you can send the pics directly to her. Hope you get your replacement soon! __________________ ~Easily distracted by bags and pretty, shiny things~ *What I'm wishing for... (hey, a girl can dream!)* '06 Legacy satchel in Whiskey or Natural Ergo pleated satchel in Black or Mahogany Carly in Dark Denim Apple Keyfob I broke my ban! HH Suki is on the way...

Jul 25th, 2008, 02:20 AM	#5
PurpleRose Member Joined: May 2008 Location: Stimulating the economy... Posts: 487	^^They could definitely stand to improve the site. It irritates me when I'm trying to view the bag in a different color & it won't work... they have the separate pics for some of the colors, why not all of them? on D&B anyway! __________________ ~Easily distracted by bags and pretty, shiny things~ *What I'm wishing for... (hey, a girl can dream!)* '06 Legacy satchel in Whiskey or Natural Ergo pleated satchel in Black or Mahogany Carly in Dark Denim Apple Keyfob I broke my ban! HH Suki is on the way...

Jul 25th, 2008, 09:01 AM	#6
grayxie Member Joined: Mar 2008 Location: PA Posts: 2,670	Do you think it would be fixable at a leather repair shop? __________________ Wishlist L.A.M.B. Cheetah Mandeville- GOT IT! COACH Peony Black Sunnies Trying to stick to my BAN!

Jul 25th, 2008, 09:04 AM	#7
Compass Rose Opie, My Schmopie!! Joined: Jul 2006 Location: Southwest Florida Posts: 5,515	I'd try talking with a different rep. It never ceases to amaze me that when you call in for customer service on ANYTHING, you get two different answers from two different people, whether it is appliances, phone service, or whatever..... __________________ Teddie says......"They'll never find me in here"! Visit Me! www.greenfeatherdesigns.com

Jul 25th, 2008, 02:06 AM	#3
meowgal Member Joined: Nov 2005 Location: new jersey Posts: 342	I had some stitching come out of a purse 2 years ago. I called Dooney and they said to send them the purse they would fix it. They did and all is well. I also had the same wonderful experience with Coach when my wallet popped it's stitches. Just pay the extra to insure the item, and ask for a request reciept delivered sticker. Good luck

Jul 25th, 2008, 10:31 AM	#8
pixiestix Member Joined: Jan 2008 Posts: 21	I agree to try calling again to speak with someone else. If all else fails I would mail it in but be sure to box it up good. That is such a cute bag!

Jul 25th, 2008, 12:16 PM	#10
gabz Go Sens Go! Joined: Jun 2007 Location: Canada Eh! Posts: 1,360	i am so done w dooney. bought one of those it bags that ripped. they wanted me to send it int but international shipping was $60! __________________ Il faut qu'à la mode. Chacun s'accommode; le fou l'introduit , le sage la suit.

Jul 25th, 2008, 03:54 PM	#11
ArmCandyLuvr Loves Boys X Boys! Joined: Feb 2006 Location: WI, USA Posts: 5,528	That's pretty ridiculous that you would have to mail in the WHOLE BAG just to get a replacement key clochette. Why not just have you mail in the defective clochette? __________________ I reached my goal of losing 225 pounds! Thank you, tPF! Thank you, Richard! My Wishlist: [ ] Louis Vuitton Inclusion Ring in Pomme D'Amour [ ]Coach 3x5 Leather Agenda in Berry [ ] David Yurman 5 MM Cable Bangle in Blue Topaz [ ] David Yurman 5 MM Cable Bangle in Peridot [ ] MacBook Air Can't seem to stay on my shopping ban!

Jul 25th, 2008, 04:02 PM	#12
fashion16 Member Joined: Apr 2007 Posts: 774	I have never had good experiences w/ Dooney. I bought one from Macy's & one from Nordstroms. Neither came with dust covers. The stitching came out in one, they refused to fix it calling it "wear and tear" so I sent it to Nordstrom's purse repair contact and she did a great job. I have registered both of my bags but neither of the registrations were ever recorded?? Needless to say that I banned Dooney a long time ago. Sorry about your situation.

Jul 25th, 2008, 06:45 PM	#14
MochieeFishy Member Joined: Mar 2008 Posts: 16	Where'd you pick up the bag & how old is it? The edging on the handle of my east/west slouch bag started pealing and I called Dooney, they told me to send it in but they didn't take my name or anything and I was worried about it getting lost in the mail, so I took it back to Herberger's and they exchanged it for me.

Jul 25th, 2008, 07:53 PM	#15
TechDiva Member Joined: May 2008 Location: Technology Row Posts: 139	I would try calling again and see if you can get that same customer rep. If not, test the next rep you speak with and see if you can find one that is willing to just send you what you need based on you sending in a picture. But if you can't find anyone to do that then I would send the bag in and make sure its insured and get confirmation of delivery. I know this is a pain in the butt, but what else can you do. The bag is too beautiful to have an imperfection that can be fixed. But if you get to the point of just wanting to get rid of the problem...you can always send the bag to me! __________________ A wise woman once said, "if you must choose between more computer equipment and a new handbag...go for the handbag. Let yourself be a bag addict and not a total geek."