Many reviews describe service problems that never get resolved, including denied delivery claims, slow refunds, and support that stops responding. Several customers also report defects or poor condition on arrival, such as stains, lining separation, peeling straps, and foreign objects inside bags. Other shoppers mention fast shipping and items arriving new and as expected. Overall, reviews split sharply between smooth, satisfactory deliveries and recurring service or quality failures.
Examples from available reviews (Nov 2021 – Mar 2026).
Bag had manufacturer flaws and customer service failed to process refund.
“My bag had manufacturer flaws and now I can’t get anyone there to respond back to me.”
Found used lipstick inside a supposedly new bag; replacement refused.
“I discovered a used lipstick inside the interior zipper pocket”
Bag arrived quickly, in new condition, and the customer was very pleased.
“I just received my bag today and it is BEAUTIFUL.”
Order arrived in new condition and three-day delivery was available.
“Everything arrived wrapped in plastic in new condition”
Complaints often focus on packages reported lost or stolen and claims being denied. Multiple customers describe slow refunds, refused replacements, and being told the carrier is responsible. Several also mention repeated order cancellations and outcomes that vary from case to case.
Customers report unexpected amounts taken out of refunds and extra shipping or return fees. Multiple reviews say advertised discounts or free shipping did not apply at checkout. Some comments also call the shipping cost out of proportion to the item price.
Reviewers point to friction on the website and during ordering, including slow pages and no clear way to cancel. Several customers say shipments arrived without return instructions or that accounts were put on hold during fraud reviews. A smaller set of reviews highlights instant tracking and fast deliveries.
Reviews describe defects on arrival such as dents, creases, lining separation, peeling straps, and debris inside pockets. A few customers specifically say they found used items inside bags that were sold as new. Others report bags arriving new, well made, and in good condition.
Many reviewers say pre-orders were charged at purchase or that cancellations came with no notice. Chat and phone contacts are often described as unhelpful, abruptly disconnected, or invasive. Some customers also report being denied price adjustments after a post-purchase sale.
Negative experiences show up repeatedly across service, communication, and quality. Positive stories of fast delivery and satisfying products also appear, creating a sharp contrast. Overall, the reviews suggest polarized outcomes rather than consistently steady service.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (48) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Order arrived in new condition and three-day delivery was available.
“Everything arrived wrapped in plastic in new condition”
Bag went on sale and customer service refused price adjustment.
“The bag that I received was beautiful but it went on an aggressive sale soon after”
Handbag appeared to be cotton rather than leather, causing disappointment.
“it LOOKED LIKE leather, but it was COTTON!!!!”
Strap peeled after three months and warranty required customer-paid return shipping.
“Strap is peeling after only 3 months of use.”
Company no longer offers previously advertised free shipping.
“Used to be free shipping over X dollars, now there is a charge”
Purse arrived quickly, well made, and customer extremely pleased.
“Got my purse in two days to Chicago..exactly what I wanted”
No delivery updates and no response to communications, disappointing experience.
“There have been no updates regarding the delivery of my order”
Pre-ordered purse never received and customer service unresponsive to refund requests.
“The customer service at this company is abysmal.”
It was my first purchase from this shop and I was not disappointed. My tote bag arrived quickly and beautifully wrapped with tissue paper inside to keep it from getting squashed. The ordering process was simple and seamless. The bag is stylish and well-made. In fact, it was just as good as the photo. It has a strong zipper and will hold up quite a bit of items inside. The seller was great and responsive. They were great at keeping me informed about my order. I was incredibly happy with my purchase and if you're looking for a beautiful tote, this is the place to get one!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Dooney & Bourke designs and sells handbags, wallets, and small leather goods. It offers styles such as totes, crossbody bags, satchels, and accessories in leather and fabric. Customers can shop on the brand’s website and through retail and department store partners. Support includes online customer service and tracking for shipped orders.