Tory Burch

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!

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.

Disappointed.

Poor craftsmanship and lack of product integrity - 2 defects on the same tote.

This tote was an anniversary gift for my wife, so the disappointment is compounded.

Note: Our FIRST Tory Birch purchase after years of buying Marc Jacobs.

Purched at Bloomingdale's

TB Customer service (texting) - lacking empathy, and understanding.

Tory Burch has horrible customer service. They take months to reply back and they take weeks to esclate the issue to higher position. It took more than 2 month to get to someone. Issue still has not resolved. I seriosly don't understand what CEO is doing with their customer service team?! And their retail store managers. They are supposed to be high-end retail store but their service quality is worse than forever21. I really want to report them and I really hope all customers notices these bad services that they are providing and stop buying from them. Shame on you Tory Burch! Shame on you!

I ordered several pairs of Tory Burch boots online and ended up returning several of them. Instead of refunding the credit card I used to purchase the boots, they sent me egiftcards! Mind you, my returns were well within my timeframe to get a refund to my original form of payment, my credit card. These emails with egiftcards went to my spam email and I nearly missed them, I made the mistake of trusting them to credit me back my money to my card (they owed me over $1500!). How shady to just send you an egiftcard that most people would never even see in their spam folder. I have been working for weeks to get my approriate refunds. They have partitially refunded me, but still have not given me refunds for two pairs of boots, totaling $500. They are shady and dishonest and a total scam for online shoppers. Will never buy from Tory Burch directly ever again!

Ok if I could leave a ZERO rating I would. We have experienced the worst customer service at this store. My husband purchased a small purse for me for my birthday in July. We were not aware of the return policy however when we went there to hopefully exchange for a bigger purse the associate would not take it back when we asked to speak to the manager, the manager would not even come out of the office to speak with us, that to me is very poor customer service. I work in the business industry and I know retail stores can make exceptions granted the purse has not been used and everything was still intact.
I love Tory Burch products however this experience was a huge turn off. I will definitely not promote TB products.

Tory Burch does NOT stand behind their (very expensive) clothing! No more $100 polo shirts that can only be 'dry cleaned' (well, according to the company). Looking on-line, they don't seem to have a very good customer service reputation, and now I understand why:
"After careful assessment, the damage incurred to this item is not the result of a manufacturing defect. All of our clothing is Dry Clean only and should not be washed. We sincerely apologize but we will not be able to exchange the polo."

I will only be buying from reputable retailers who stand by their quality and don't hide behind the cop out 'dry clean only' label. With all the environmental concerns about dry cleaning, am really surprised anyone buys from them at all - I know I won't be!

Tory Burch
3084 Livermore Outlets Drive
Livermore, CA 94551

Supervisor name: Chelsea, she makes her own rules and doesn't care about the customers. When I say that I will have to complaint about the incident, she said you can do whatever you want and said, quote me on that "I am wasting my time talking to you". If your English is a second language, she will pretend not to understand you. I hope, TORY BURCH can train her so that customers can be treated correctly for our diverse communities.

Careful with getting the sale you received and double check your deals. The deal was a birthday voucher and discount applying rules (Chelsea rule, she also said previous supervisor did not know what they were doing and she is there to clean the mess that I have three transactions before with the correct way:

For example, Chelsea way (20% off item):::::: $100 item - $50 (store credit or birthday voucher) = $50 - 20% off = $40

Correct way (20% off item):::::: $100 item - 20% off = $80 - $50 (store credit or birthday voucher) = $30.

I do not normally write complaints but this one I have to so that customers are treated correctly.

I am done with Tory Burch as of today.
As a high end company I am shocked at the customer service and their methods of dealing with problems.

I had ordered two pairs of Abbott boots that were not available in Toronto, Ontario, Canada. The boots were on sale so I thought that I wouldn't mind paying the extra duties, adding they give a 10% off email subscription. The duties, taxes and shipping came up to a whopping $172.99. So really in the end the boots weren't really discounted much.

I finally picked up my long awaited package yesterday only to find that one of the boots had a missing insole. It wasn't just a simple insole I could replace but an insole that has a layer of lamb shearling. I immediately called the customer service line only to be told to call back in an hour because their systems were down. An hour later the systems were still down but Evelyn the associate took down my information and explained to me that I would have to pay for shipping and duties if they send me another insole. I was disturbed... This wasn't my fault why do I have to pay more?!?! She then told me that I would have to ship the boots back to get a refund but I told here I wasn't going to do that because I won't get back my duties and shipping fees. After some back and forth she put me on hold and gave me a final answer that I would get a credit for my boots and that I could keep them because they are considered defective and if i wish to purchase the boots again I could with the credits. I was impressed! I made her explain to me a few times and wanted her to send me confirmation of all this through email. She told me she would but of course I never got an email.

Today I called back to make sure everything was as Evelyn had told me. No, this time Porsha the associate told me that I have been misinformed and because the systems were down there is no documentation on my order about getting a credit back. What she told me next had me fuming. She told me that I will get back a refund when I send the boots back but that I wouldn't necessarily have to lose my duties and taxes if I talk to my country's customs and file to get back my money. THIS WAS NOT MY FAULT WHY DO I HAVE TO SPEND ALL THIS TIME AND EFFORT TO GET BACK MY MONEY?! After the usual back and forth and me demanding to talk to a supervisor, she then told me that under these special circumstances that they will refund me my boots and my $172.99 of fees but I have to ship the product back. I was clearly upset. What else can you do for me? Can't you just send me a right insole replacement? Why do you just give me a discount for the boot instead of making me do all this work? I don't have time to bring my boots to the only DHL delivery location in my city... Really, this is a high end company?
In the end she told me that upon shipping my item out I can call back and escalade the whole case and get a response through email.

My problem now is that I don't trust this company. I did my research and found other people that had horrible experiences with their online store. People who don't get back their refunds.

I have decided that I don't want to deal with another headache. What if I send it back and they won't give me back my $172.99 and tell me that Porsha miscommunicated this to me just like how Evelyn did. I am just going to cut my losses and completely boycott this company. I can shop elsewhere.

I have dealt with a great many companies online as that is how I primarily shop but without a doubt Tory Burch is the worst ever! I placed two separate orders for the same bag that they had on sale. When they arrived they looked like something a 5 year old would carry they were so small. And on sale for $144 - this company has put a new word on greed. I turned these around and promptly sent them back in separate packaging so there would be no mix-up. They did refund one but basically refused to refund the other saying they had already refunded it. It became so frustrating after weeks and weeks of dealing numerous times over the phone and no resolution. I finally denied charges on the credit card. Never again will I deal with them. I believe I can either do without their product or buy it from another company with better service like Saks or Neimans. This company has PROBLEMS!

I've had numerous encounters with both store and phone customer service and both were HORRIBLE. My local Boca Raton store doesn't seem to care and the manager there is Rude. Never ever again! Went back after one experience thinking things will change and was I ever wrong! Your business is not valued here. Steer clear!

Go to eluxury.com next time.