UNEXPECTEDLY, I received my two repaired florentine satchels (red & strawberry) today. I did not receive any tracking number or updates that it was repaired, so I was not aware that they were on its way back to Canada. But nonetheless, I am over the moon right now .
The whole process took approx. 7 weeks. I had to email and call Dooney customer service several times to receive answers to repair-related questions before I officially initiated the return. Sometimes I had to re-send my emails because they did not respond back (after waiting for a week and a half). I would say the communication that took place prior to the return, took longer than the time it took to repair and return the bags back to me. But I don't mind the back and forth correspondence, I prefer having answers to my concerns rather than not knowing.
Although I am still waiting for the cheque from Dooney for the shipping I paid to send the bags for repair, I am very happy with the results and glad it turned out great. Now I could happily carry and enjoy my florentine satchels, without the upsetting feeling of money wasted (on defective bags). I am glad Dooney stood behind their warranty, and covers the return shipping (in my case, a non-US customer) to fix the manufacturing defect in their O-rings.
The whole process took approx. 7 weeks. I had to email and call Dooney customer service several times to receive answers to repair-related questions before I officially initiated the return. Sometimes I had to re-send my emails because they did not respond back (after waiting for a week and a half). I would say the communication that took place prior to the return, took longer than the time it took to repair and return the bags back to me. But I don't mind the back and forth correspondence, I prefer having answers to my concerns rather than not knowing.
Although I am still waiting for the cheque from Dooney for the shipping I paid to send the bags for repair, I am very happy with the results and glad it turned out great. Now I could happily carry and enjoy my florentine satchels, without the upsetting feeling of money wasted (on defective bags). I am glad Dooney stood behind their warranty, and covers the return shipping (in my case, a non-US customer) to fix the manufacturing defect in their O-rings.