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Tory Burch
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1.6 8 Reviews 65 Complaints
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Tory Burch Complaints 65

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12:18 am EDT

Tory Burch Flat shoes

I bought flats from Tory Burch few months back. I have worn them few times as they were expensive I didn't want them to look old. I take really good care of my stuff especially when I have paid a lot for it. I notice today that the buckle sign on top of the flat came out. I am very disappointed as Tory Burch is known for its quality and these shoes didn't even last me an year. I didn't keep my receipt as I had no intention to return it.I'm hoping something can be done about this. Looking forward to hearing back from you.

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9:34 am EDT

Tory Burch Return/exchange - awful

The service was just awful. My friend bought a pair of shoes and left a gift receipt, I tried once at home and wanted to exchange it. When I brought it to a retail store, they said the shoes has been worn and cannot being exchanged. Of course it has been worm I tried it on. So the retail store managers asked me to contact the store that my friend bought from. The manager from that store was awful as well, asked for the pictures of the shoes and never replied anymore until I contacted her 3 days later, then she told me she is on leave and she did whatever she can, then asked me to contact the previous store by myself.

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10:50 pm EDT

Tory Burch Jumpsuit tory bruch

Dear Tory Bruch team,

This summer i bought from Harrolds Londson Tory Bruch jumpsuit. I fall in love with the jumpsuit immediately as it was nice fit and 100% silk.
Unfortunately After one time use for casual dinner i found out that the suit is completely gone from the area between legs.

I am extremly upset that with such a quality brand as yourself has such a poor quality on clothes.
I did not even have a chance to dry clean it yet and its already in unusable condition.

Kindly refer to picture and advice what can be done.
I visited your store in Dubai as i am based here but they adviced to contact you directly.

Best regards,
[removed]

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9:35 pm EDT
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Tory Burch Return / exchange arrangements

I have made an order from HK but regrettably to find the size is not fitted. From website it mentions clearly - free return & we can ask assitance from Tory Burch shops in buyers' cities.
I asked for help from website on exchanging size of item or make a retrun, however be informed the unreasonable delivery cost would be charged at almost USD70 nearly half price of pants (when shipping cost was only USD18 in buying process), also no exchange arrangements for countries out of US. Then I sought for assistance from HK Tory Shops but staff advised it was an out season item thus no help can be offered! I am so furious on the replies! Should I make a research on items selling online if it is on season or not?!
It's totally a frustrated and depressed experience for my 1st shopping with Tory Burch online store and totally ruin my impression with the brand!

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6:40 am EDT

Tory Burch Refunds

This was my first time placing an order with tory burch.. i had ordered a tote bag and 2 pair of millers sandals and I needed to return one of the pairs because it was not my size.. package was received on time in june. The turn around is 14 days. I didnt get my refund till a month later. Many of my emails went unanswered. Customer service is based out in Florida and i had to call twice just to get my refund. This will be my last time shopping on Toryburch website.. please beware if you need to make a return, be prepared to hunt them down for your money . Customer service has not been up to par. As a first time customer this shopping experience was not pleasant.
For a well know name brand to have customer service treat thier their customers this way was disappointing.

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10:35 pm EDT
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Tory Burch Customer profiling

Visited the TB outlet store in Pottstown, PA, on 7/1/2018. Employees at this store were snooty and profiled Asian customers as non-English speaking or not worthy of TB merchandise. We were not greeted by any one of the four employees at the store that saw us walking in. The entire duration we did not get help. I would've purchased my first TB purse had we received any attention. It was a disgusting first impression, and I no longer wish to own such a racist brand.

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5:23 am EST

Tory Burch Don't expect fast shipping

Paying money for fast shipping is useless. They will never ship anything the same day or what you paid for. No.
They will make you wait forever. Last week I placed an order consisting of two skirts, one dress, and one blouse; paid a definite amount for a fast shipping. Now it's 28th of December, none of the items were sent. I thought that maybe they were having troubles because they were overwhelmed by orders before Xmas, but what about this week?
Asked customer service the same questions, got no adequate answers. Probably they meant I had to wait for several weeks.

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4:59 am EDT

Tory Burch Awful

Try to use this website for more than just scrolling it up and down. It's not capable to do anything serious like placing orders.
I wasn't able to buy anything from them. I tried several times but it always stuck on the payment step. Their customer service didn't offer anything useful and really helpful. They told me to do obvious things I have done before calling them. Listen, guys from Tory, you have to do something with your system. You keep losing your customers.

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10:33 am EDT

Tory Burch Terra thong sandals

Bought Terra Thong Sandals on May 25th to be exact- I noticed 2 weeks ago a wearing on the foot portion not on the sole. I contacted Tory Burch as the sandals are listed for $125.00 - I purchased them for $70.00 on sale through Bloomingdale's. Tory Burch told me to go back to Bloomingdale's - they wanted to have no part of this and I then went back to Tory Burch as this is their product. Needless to say they are not helpful. I just wanted the product replaced. Awful customer service and no one calls you back. I never write complaints but this has me so mad. At least Jesse James had a gun when he robbed folks- the business's today take no pride or ownership- just your money and basically say Too Bad! and really what can you do!

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3:03 pm EDT

Tory Burch Customer service

I was given some sandals for Valentine's as a gift. since it is now summer I decided to wear them but they did not fit. The size is the right size, size 8, but I guess it depends on the brand or style. Well I called the store to see if they would just exchange to a different size and they of course said no. I am not asking for my money back or a different shoe, just a different size. They gave me "corporate" phone number and there they said, this is online purchases and with the store you just have to deal with the store. They told me they would have a "supervisor" who could help me with the issue call me back. They just called back only to tell me the exact same thing that the store "manager" and the phone agent told me. "Yes I know it sucks mam but unfortunately that is our policy."

The supervisor called to tell me the exact same thing. I have never had a supervisor not solve my issue or at least try to. This lady just wasted my time to tell me what the lower chain of employees told me. Tory Burch is one of my favorite brands, but this experience has made me not to ever purchase there again. Changing the size of one pair of sandals is not going to make them go bankrupt. It's about good customer service and they have failed at it.

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10:35 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Tory Burch Stealing designs from museum work

Dear Tory Burch,
Your Resort 2018 collection is inspired by the Romanian traditional clothing. One of your coats is almost identical! with a Romanian Coat from The Metropolitan Museum of Art, New York. http://www.metmuseum.org/art/collection/search/126983

Never mind that you can see in the whole collection such similarities, the coat is down identical. Please, we ask you kindly to revise your acknowledgements regarding your inspiration, as this WOM movement could cause the brand image quite some problems.

Please cease to delete comments from the official Facebook Page that concern this issue.

Thank you

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9:16 am EST

Tory Burch Product seam coming apart

Bought Tory Burch Thea Flat Wallet Crossbody at the Tory Burch outlet in San Marcos, TX on 4/21/16. Today I noticed the coating used on the edge of the leather and at seams has come apart and the thread is showing thru. Outlet says this is "normal wear and tear" and would not be covered by warranty. "Only if it was in the first 30 days, we maybe would have covered it." Also contacted Customer Support at ToryBurch.com and they confirmed "no warranty, no repairs". It is a few months away from looking ragged and worn with the seam coming apart from exposure, not what I would have expected in Tory Burch "designer quality". It's a wallet and should have been better able to withstand "normal wear and tear" with better finish-out touches and not come apart so easily from use. Extremely disappointed in lack of quality.

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6:01 am EST

Tory Burch Customer service

I place an on line order before Christmas dispatched to me on 22/12. I didn't show. On 23/12 I sent an email to customer service...No reply. I sent another one on 24/12 - no reply. Many Christmas presents not there for Christmas. I then called the number. I explained what had happened, he said address was wrong it's at your depot 15 miles away. I said I have no card through the door to enable me to pick up goods. He put phone down! Called again and they said they would redeilver but after Christmas. I have had no updates, no idea what is happening and I spent £300. I will never use ToryBurch on line ever again.

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10:05 am EDT

Tory Burch Defected boots

I bought the boots from Tory Vancouver shop.

Oct. 12, 2016, first wore the boots and find the defect. There is hole.

I contacted Satomi who is sales agent in Tory Vancouver talked to about it. She said Tory can't fix it.

I'm so disappointed.

I contacted several customer agents but no one try to help.

So Bad customer service.

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2:06 am EDT

Tory Burch Staff kept lying and also covering their mistakes and poor customer service

This is the first and last time I'm going to purchase in Tory Burch, they insist all bags maintenance are by Hong Kong Tory Burch (which is where i purchase the bag), but they had no idea the repairmen went holiday (as a big company this internal mistake would not appear). The first time they called me for the price for repairing, I requested to make the strap shorter, they claimed they would give me a phone call which i waited for 2 weeks and still had no reply. So i called back and ask them and they ask to wait again, so I waited for 3 weeks and called back. By this time they said actually the repairmen went on holiday and still have not fix the strap yet, they need another 4-6 weeks to fix the strap because the bag (ROBINSON DOUBLE-ZIP TOTE) is not selling anymore, so they have to find similar metal parts of the bag in other places Sham Shui Po, hk which is a cheap area.

First, not informing me that the repairmen went on holiday and gave me no reply is the thing you don't do.
Secondly, I am quite sure if it is a repairmen by Tory Burch, they would have to give the company early notice that they have offs. So I do think the staff lied about their own branded repairmen, if not there would not appear such internal mistake.
Thirdly, when i asked for my strap back as I have to leave the country soon, if it is possible to ask the repairmen to send the strap to my address since it is their mistake not informing me earlier, they said no, you ask your family to take it for you, this is not our problem.
Lastly, he lied that Tory Burch does not sell the bag anymore anywhere. Here is the Tory Burch EU website of the same bag with different colour. So he definitely lied. https://www.toryburch.eu/robinson-double-zip-tote/11149674.html

I do hope this complaint form will not be ignored as this is a big company, I had so much hope as i saw online customer reviews for the company is good that is the main reason i purchase from TB.

Staff information:
Ryan Leung
store located: Tsim Sha Tsui
staff number: 30078

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9:05 am EST

Tory Burch I am done with tory burch!

Recently I visited the ToryBurch store in the garden state plaza. I experienced was the worst customer service ever. I feel like none of the employees take their job seriously. Most of them were just sitting there and doing nothing. I saw one employee taking selfies of herself! I wanted to buy a dress, but no one helped me. Instead of a welcoming greeting I received a more unpleasant vibe from one of the employees. When I asked something the replied rudely, but there was another woman in the store and they offered her a bottle of water and spoke to her kindly with compliments! The customer service here was horrible and unpleasant.

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9:21 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I placed an order online on 11/21/2015 #[protected]. I received the order however returned 2 of the three items purchased on 11/27/2015 using the enclosed label in the box, and following the instructions for returns. I received confirmation that the items were received at your dock area on 12/4/2015 signed by a Danny Jeffers. I emailed TB on 12/11/2015 to...

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6:18 pm EDT
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Tory Burch Customer service

I was in the Tory Burch boutique this afternoon, first time actually going into the boutique because I usually purchase her products from Neiman Marcus or Nordstrom. I was so disappointed in their customer service. I had my heart set on a wonderful experience but after this, definitely will not be shopping there again. I walked in with my sister, neither of us were greeted at all. Okay maybe it was busy they couldn't say "hi, how are you doing today, do you need any help"? A sales person was just standing in front of us! We walked to the back and were still not acknowledged. I went back to ask for an item and he finally seemed interested because I seemed like I was going to purchase something. He asked if I wanted to see the item and I said, no I'll just go ahead and take it. (No one else in the mall had this item and I needed it as a gift this weekend so I had no choice but to purchase it here). He passed it off to another associate who finally greeted us. Another sales person walked out of the back, she seemed be to on the management team based on the clip board she was carrying, I figured hey maybe she'll greet us. Nope! She looked at us in the eyes and greeted the people next to us and in front of us. I hate to play this card but maybe it was because we aren't Caucasian? I was really disappointed and upset this first and last trip to the Tory Burch boutique went this way. Whether or not I was there to purchase something, I feel like every customer should be at least acknowledged.

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6:54 pm EST

Tory Burch Poor customer service

I have ordered a dress online and received the wrong size. Contacted company by email; received reply after approx 1 week with instructions for me to email them when I had dropped of package to UPS so my credit can be expedited.I followed instructions and responded to them within the same date with the tracking number. after calling them again 5 days later, there was no follow through with what I had been told regarding the expedited credit process. Not only that but they also did not refund shipping charges.
I would not recommend ordering anything from this dishonest business.

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MelanieN
Burlingame, US
Mar 02, 2015 4:21 pm EST
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My husband and I visited the SF Tory Burch store on 2/27/2015 at approximately 6:20 pm to return an online order placed on 2/13/2015 for a Robinson Pebbled Purse and a Thea Triple Zip Satchel which were delivered to my office on 2/18/2015. Initially, my husband dealt with Aaron Densey because I had to run an errand within the mall so I was not present at that time. According to my husband, Mr. Densey refused to return the 2 items after he examined them. He took out the stuffing and opened each purse in clear view. He then flagged them as being "used" because he found 2 wrapped Ricola cough drops in both purses. This is not true. I left 2 wrapped cough drops in only one of the purse, not both. He corrected me and said they were found in both. Utter lies and exaggeration from Mr. Densey's point of view. These small items could have easily been removed and he did not need to cause such a commotion. Mr. Densey stated that because the purses were "used", he could not accept them for return/refund. I explained to Mr. Densey that I literally tried them once and put all of my personal belongings into them to test them out. After determining they were too bulky, did not fit everything and ended up being too heavy, I removed all of the items and repacked them to be returned to the store. I was not satisfied with the purchase and wanted a refund. I presented both items packed with tags and dust bags and receipt. The purchase and return date fell within the 14 day return policy for sale items. Even with that, Mr. Densey still refused to return my items and handed me his and the General Manager, Christa Daughter's business cards. I stated that I am a long time and loyal customer of TB and have purchased many items from TB stores, Nordstroms, Bloomingdale, Neiman Marcus in various locations (Vegas, Ala Moana, Royal Hawaian, Stanford, SF, NY). Most of the time I was very pleased with my purchase and have kept them. There were times it did not work out and I returned for a refund. Nothing wrong with that. In all my experience with TB in the past, this was one of the worst customer service experience ever! Mr. Densey then insinuated that he has checked my account history and that “my husband and made it a habit to purchase items and then return them after using them” which I found very insulting. He repeated this accusation 3 times and I responded that he was putting words in my mouth. What I tried to explain to him earlier was that I purchased many items and if I was not satisfied, I would return them without any difficulties. customers have the right to change their minds. Absolutely nothing wrong with that. The purses I attempted to return were in no way "damaged" or "used". In fact, they were in the same exact condition when I received them. He pointed out that the leather seemed worn out which to me was ridiculous because I had the purses in my possession for a total of 9 days since I received them on 2/18/2015. There was no way that I could have worn them out in a little over a week. Mr. Densey further argued with me and my husband, raised his voice at us, was very rude and discourteous, made accusations, was dismissive and unwilling to offer any resolution. His unsympathetic behavior, conduct and lack of customer service experience was a complete waste of our time. I was fuming at his attitude. I was shocked at how Mr. Densey dealt with the situation and the method he used. I was a Tory Burch fan until now and I will be dropping this brand and I will no longer shop at this store and will tell all of my friends and family to not shop there because I felt that I was singled out and treated very unfairly. The other remaining sales associates at that time this was taking place, stood around and gave me a stern look, smiled at one another and offered no resolution or any apologies at all. All they offered me was the store policy which states "Sale Merchandise can be returned for a full refund or exchanged within 14 days of the delivery date. In-store returns: Items purchased on toryburch.com may be returned to any Tory Burch store to expedite the return process free of charge. In order to do so, you must bring the receipt provided with your order – no exceptions will be made. Store associates will process your return right away." As a result of Mr. Densey’s actions, he wasted 1 1/2 hours of our time and we ended up missing our dinner reservations, movie and kept us longer than necessary and we had to pay extra for our parking. I contacted the customer service at 866-480-TORY and spoke with a rep and explained the entire situation. He was confused and could not explain why the manager was refusing to issue a refund. So he asked to speak with him. Afterwards, he said he could not demand for the manager to return items if that was his decision not to do so. He then said he would discuss it with Mr. Densey on the company phone. Mr. Densey made his way to the back office to speak with the customer service rep while my husband and I continued to wait in the store. After 15 minutes or so, Mr. Densey returned and no change in his decision to issue a refund. He offered to box up my purses and ship them back to the warehouse where they will have to be inspected before crediting my account which is not what I requested. I expected to get a refund on the same day per their policy. So in other words, I would have to wait another week or so before I can get money refunded, $588.08 which is absurd. I DO NOT know why Mr. Densey could not issue me a refund there at the store on the same day. I live in Burlingame and my husband and I drove all the way to SF (at least 30 miles away) for our dinner and movie date and since TB store was located at the SF Centre mall, we planned to handle all of this on one trip. Mr. Densey is not someone I would ever want to deal with ever again. This was UNACCEPTABLE and Mr. Densey should be held accountable for his actions and should be reprimanded/terminated for treating me in this manner. TB should properly train all of their employees. Mr. Densey lacked common sense and knowledge of how to treat customers. Eventually after I contacted the General Manager, Christa Daugherty, she gladly intercepted my package from their stock room and issued the credit. This was the worst experience ever with Aaron Densey and from such a high end and expensive store! Why did I have to spend all this time and effort to get my money back especially if the merchandise was no longer in my possession? This store has lost my business!

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3:32 am EST
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Tory Burch Terrible customer service

I bought a pair of shoes from Tory Burch online last year in December. After spending over 100 pounds on sale and only wearing it a few times, it started looking really worn out. 2 weeks ago i emailed the photos to cusotmer services for Tory Burch online. I didnt hear from them for 2 days and decided to give them a call. Since then i have spoken to variuos people trying to get the best solution I can get. I just wasnt being offered the best possible solution for that. Some said you can simply return the shoes and get a refund back and another said ill get only £10 pounds off my next order. As i wasnt getting anywhere, i demanded to speak to the manager. Princip Baffor gave me a call as the manager and we came to an agreement that i can keep the shoes and hell email me a 50 pounds off voucher code that i can use towards my next purchase valid for 6 months. It has been over a week, and this never got emailed to me. I called cusotmer services again and demanded to Princip who I was told cant come on the phone but will call me within 48 hours. It is 48 hours and no call from him. When I called yesterday, I spoke to a a rude lady called Christine Rott who said that the voucher code cannot be valid for 6 months and that if i want to buy anything i can call them in the future and they can provide me with the voucher code. I said thats not acceptable and who knows when I call them that they'll still have my records. I hence said, can you please email me as promised. She said it will be with me in a couple of hours which did not happen again. Today morning, I called again and funny enough I spoke to Chrstine again and asked her what happened. Once again she said the voucher code expired before it could be emailed to me and Ill have to call them up whenever i need to make a purchase. I demanded to speak to team leader and was told he cannot come on phone but will leave a message to call me. I have emailed the CEO Roger Farah as of yesterday under [protected]@toryburch.com and no acknowledgement from them . Terrible terrible service I have ever received and not expecting from a reputed branded name like Tory Burch !

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About Tory Burch

Screenshot Tory Burch
Tory Burch is a fashion label known for its ready-to-wear collections, shoes, handbags, accessories, and beauty products. The brand blends classic American style with bohemian elegance. It caters to women seeking sophisticated and versatile designs for a range of occasions.
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Overview of Tory Burch complaint handling

Tory Burch reviews first appeared on Complaints Board on Mar 21, 2010. The latest review Mini clear jelly sandal was posted on May 9, 2024. The latest complaint Customer service and poor product support was resolved on Jan 11, 2012. Tory Burch has an average consumer rating of 1 stars from 73 reviews. Tory Burch has resolved 4 complaints.
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  1. Tory Burch Contacts

  2. Tory Burch phone numbers
    +1 (866) 480-8679
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    11 West 19th Street, 7th Floor, New York, New York, 10011, United States
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  6. Jenny
    Checked and verified by Jenny This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
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Tory Burch is ranked 2 among 41 companies in the Fashion Designers and Collections category

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