Worse than possible worst customer service. I ordered two shoes at TB website as a gift one for my boss's farewell and other for my sister. Opened my boxes so excitedly only to see that the gift wrap and box gor my boss's kiara sandals were badly damaged. SERIOUSLYYYYYYY?... i immediately wrote to customer service but no reply for next three days, no acknowledgement of email either, i thought there may be something wrong and wrote another email, again for next three days no reply back. I was already disappointed since the farewell was approaching by and i wasnt getting any reply, frustrated further i CALLED TB customer service this time, the lady appologized and said she has ordered me a new gift wrap and a box, and i will get an email once they ship it, waited for another couple of days but got no email confirmation. I was whats going on there?... I called them back and after 1 and a half week of my 1st email they finay bothered and said the issue is resolved, but i had a question how?... I havent yet got any replacement box or a gift bag yet. Very intellegent someone told me they ordered it on 7/13/2019 and it will take 7-14 (yes FOURTEEN BUSINESS DAYS) to get replacement gift wrap... i mean seriouslyyy do they need to make them on special order?... when actual order was recoeved with in one week, MEANWHILE THE FAREWELL PASSED AND I SPENT ANOTHER $100 for a new gift. Guess what, its already a month passed by with no replacement yet and i again wrote them 3 days ago with no reply yet another time. It made me feel as if they want us to beg for something that wasnt our fault. I just wanted a gift bag that was torn and a shoe box that came in extremely dented and cannot be gifted at all. I considered it to be a trivial issue but these ppl made a sh*t out of it. WORSE THAN ANY CHINESE WE SITE. Pz save YOUR TIME, MONEY and DIGNITY, dont biy with them.
Tory Burch completely stole the design of her 2018 collection and claims it came out of her own head inspired by African friends. Thats how she rolles! See for yourself. https://www.reddit.com/r/femalefashionadvice/comments/6geo6v/tory_burch_accused_of_design_stealing/
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. One lady even had to reject the charge on her credit card because they only gave her refund back for one order but not for a second order that she had placed. She had returned two identical bags on separate orders and Tory would tell her that she had been refunded. Tory Burch has a complaint board on this website http://www.complaintsboard.com/complaints/tory-burch-c*******.html
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.