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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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L
2:44 am EST
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I had heard that Tory Burch had notoriously bad CS, but never believed it was this bad until now. I had a pair of boots I got a little over a year ago as a gift and never wore them. When I put them on and wore them around my apartment for 5 minutes, the zipper up the back of one broke. I had this issue with a pair of booties that were worn only once about...

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12:30 am EST
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Tory Burch Discourteous and poor customer service

Tory Burch staff was terribly discourteous when I tried to get assistance in fixing a pair of shoes that had stones fall off. I called first and asked what was appropriate and convenient for them. When I entered the Greenwich store it was nothing but "i cant be bothered with Attitude" and you dont look like our type of customer. I could not believe the poor customer service and not to mention my wife bought a pair of pants and the young attendees had no idea where the pants could be hemmed. For the price, I would expect the corporate office to get some training for the young and immature staff and then find the resources in order to better serve the clientele. I regretfully would not recommend this store to anyone.

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5:22 pm EDT
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Tory Burch Horrible customer service

On May 3, I placed an order online with Tory Burch. After 2 weeks of not hearing from them or recieving anything, I called and was told that there was a delay due to an "upgrade in their warehouse" and that my items would ship the following week. (I spoke to "Ann"). Nothing ever arrived. After multiple calls and e-mails, none of which were ever returned (I contacted a woman named "Francesca"), I recieved an e-mail on June 16th that they were unable to fulfill my order and offered me a $50 gift card (if they can send a gift card, why can't they simply send me my order?). Can someone explain to me what I am supposed to do with a gift card for a company without a store anywhere near me who is unable to ship their merchandise? It isn't so much that they can't send the shoes, its that they ignored me for six weeks. I wouldn't exactly call this a luxury brand. All my friends, family and co-workers will be hearing about this so they don't buy from them either.

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Lavishintl100
US
Dec 09, 2011 8:24 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I have experienced the unpleasant side when dealing with online ordering that I wanted to bring to your attention. This has been a source of frustration. Customer Service has always been very helpful, but it seems that the backend processes leave something to be desired.
Back in June, my husband ordered a Roslyn satchel as a birthday gift for me. The agent he spoke to helped him locate the only piece available in an out-of-state store and had it shipped in 2 days - just in time for me to take it on our trip. He received the receipt for the purchase in the mail the next week, which showed that we had been charged $50 more than the price on the tag. After a quick phone call it was easily resolved, although it was strange that this would have happened in the first place.
Fast-forward to Black Friday. My husband told me to order whatever I wanted as a Christmas present. I placed an order for a matching Roslyn wallet and an Ally Satchel for myself, taking advantage of the sale. ( order number 777xxxxxx). 12 days later, I had not heard anything regarding my order which was very odd as I had received everything else I had bought from different merchants on that day. I spoke to an agent who couldn't tell me what the delay was yet assured me I would be contacted by the procurement / warehouse department. That was the first issue. Customer service should be able to tell me the status of my order instead of relaying to me that "it's in queue to be fulfilled". I was given no timeline for delivery.
That same day I receive an email saying "Dear xxxxxx, Thank you for your recent order with Tory Burch.com. Unfortunately we are unable to fill a portion of your order and have had to cancel the ALLY SATCHEL - FOSSIL/FIG/BROWN, Size: OS. We sincerely apologize for any inconvenience we may have caused. Thank you again for shopping at http://www.toryburch.com/"
There was no indication in this email of the following:
1) When my other item ( Roslyn Wallet) was going to be shipped, ( if it was even available at all)
2) What my other options are since the bag was supposedly out of stock. ( something like a 20% discount will be given to make up for the inconvenience.)
3) How the item was sold out when I placed my order at noon on black Friday and the item was still available on the site until at least that same night. Was it that those who chose express delivery received their products even if they have ordered after me?
4) Any consideration for a customer who really wanted the item.
At the insistence of my husband ( he could see I was getting very annoyed ) I logged onto toryburch.com to find something else I liked, and guess what, the exact same Ally Satchel was listed for purchase. Now how is it that within 5 minutes of received the "out-of-stock" email, the item suddenly became available?
I called customer service and could not get any explanation from the agent or her manager as to how this could have happened. If I had placed an order at the point for the same bag at full price I probably would have received it. The Manager Maria tried to assist by locating the bag in a Las Vegas store and honouring the same discount I had received. It should be here in 2 days, but let's just see. If I don’t receive the items by early next week, I'm planning to cancel my order and going forward will not be ordering this brand. My husband had also requested to expedite the delivery of the wallet. I had handed him the phone to talk to the representative after it became very clear I was not going to get any answers. Being 35 weeks pregnant, the situation wasn’t ideal. 2 days later, my wallet order had been cancelled. No explanation, no communication. WONDERFUL.
I was left with a very bad taste in my mouth. For a luxury goods company, this is truly not the service or the infrastructure I had expected to be in place with online ordering. After examining our credit card statement it looked like 2 days after we made the purchase, we were only charged for the wallet, which led me to believe that perhaps at that point the bag was out of stock already, but that was not communicated to me until I had inquired. Why is that? Is it that the company is getting too big to handle the orders? Or that the popularity of the brand has led to a decline of customer service? Furthermore, when I put in my order number and zip code to see the status of my order, it shows that I had ordered 2 ALLY satchel bags, when the email confirmation I received shows I only ordered 1.
My experience with online ordering on Toryburch.com has been most unpleasant and I can imagine other loyal customers with similar situations feeling let down by the brand that they have invested a lot of emotion and time in, not to mention finances. If I wanted the items that badly, I would have to call and order it directly from the store, and pay full price. After this experience, I guarantee I will not be buying this brand anymore.When I have spent so much money, I do not expect to have to "beg" for it. Stick to another brand, you'll be glad you did!

V
V
VanTheMan
Waxhaw, US
Sep 27, 2011 9:49 pm EDT

It happened to us too. We bought approx. $8, 000 worth of goods from them and when we went to exchange some bags which had scratches the shop totally ignored as if we dont exist (wouldnt even come close to talk to us). They were so rude that we were feeling so ackward in their place and we left in a hurry. We found an error in the transaction and called up their 1-800 number. Even after 2 days no calls were ever returned and basically were ignored. If you have an alternative, I would never recommend this brand. They are very cheap, rude, and dont care about customers at all.

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3:39 pm EST
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Tory Burch Poor customer servic and poorly made bag

I ordered a toryburch alice backpack on January 3, 2011 for my first and last time. When I received my bag, I noticed that the straps were frayed and coming apart. The bag had leather trim that felt like vinyl. I called the Atlanta based store to inquire about exchanging the bag and I was told that I would have to go through toryburch.com. That seemed odd to me because I ordered my bag from the ORIGINAL site and I thought that it would be no problem to exchange or get a refund at any of their stores. I called the customer service line and they informed me to send the bag back and I would get a full refund and also a customer service representative would call me within 24-48 hours, to this date January 21, 2011, I have not received a call! I sent the bag back to the online store and I called the customer service line AGAIN to make sure they had received it, which they confirmed they did on January 18, 2011 but they also said it was received at one store and now it has to go to another store before I get my full refund. I called the CORPORATE OFFICE and they also said they wouldn't be able to help me and I would have to call the customer service line. What kind of company is this that their Corporate Office can not even help their online customers? I am so dissappointed with the lack of concern and the poor customer service that I have received from toryburch.com that I will never buy from them again nor step foot in their store. I called the customer service department for the 4th or 5th time and had to wait for a representative for a half hour. I asked the representative about my refund and he said it could take up to 14 days...what...it only took a half of a second on line to take my money and now they are telling me I will get my refund within 14 days. The customer service and the product that I received is unacceptable especially for a reputable and upscale company such as ToryBurch. The product I received from the ORIGINAL sight looked like a product from WALMART without the Walmart price!

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8:31 am EDT
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I was on a wild goose chase for a pair of wedges in my size. I was given a list of stores that could possibly have the wedges in my area, but the company did not offer to search the individual stores for me because "online and stores are separate". OK, so I started calling Tory Burch stores in the NYC area. Each clerk was more dismissive than the next, mind...

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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
    +1 (866) 480-8679
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    United States
    +1 (212) 683-2323
    +1 (212) 683-2323
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    Showroom, USA
    +44 203 667 2094
    +44 203 667 2094
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    United Kingdom
    +33 177 688 840
    +33 177 688 840
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    France
    +39 260 063 044
    +39 260 063 044
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    Italy
    +81 120 430 535
    +81 120 430 535
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    Japan
    +49 800 8008 8679
    +49 800 8008 8679
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  3. Tory Burch emails
  4. Tory Burch address
    11 West 19th Street, 7th Floor, New York, New York, 10011, United States
  5. Tory Burch social media
  6. Jenny
    Checked and verified by Jenny This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
Tory Burch Category
Tory Burch is ranked 2 among 41 companies in the Fashion Designers and Collections category

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