I recently purchased a high priced pair of shoes at Tory Burch. While I loved the shoes after wearing them one time I noticed that they were too tight- so much so that I had to take off the shoes and put on my daughters to avoid blisters. Today my daughter went to return them though it was 6 days past the 30 month refund date. I was extremly upset that there was nothign beyond stretching the shoes that they could do - not offering a pair of the same shoes, or even a cheape pair in exchange. I loved the shoes and it was mothers day so I was extremly dissapointed to learn that I couldnt get them back. I hope the stretching works, but given that this is a million dollar industry i know it wouldnt have been so out of the realm of possibility for an exchange on one pair of shoes.

I placed an order on Monday Aug 30th 2022. On Tuesday August 31st they contacted me regarding my address to which I responded immediately, it is now Thursday 1st September there is still no sign of my order, nor has it been shipped. I just spoke to a customer service assistant called Mathew and he was very unhelpful and the only information he could give me in regards to my order was that he will get in touch with the logistical side… this is shocking for a company this size. I DO NOT RECOMMEND ORDERING ONLINE from Tory burch.

As a long term customer of Tory Birch, I was disappointed to be refused a credit or exchange on a pair of sandals never worn, with the receipt but without a box.
The same manager of the store was kind enough to accept an exchange of sandals two days before bought on the same day without a box, and never worn. She gave me a new pair without the box, which was fine.
To my surprise for the same issue of poor manufacturing, she now refused to exchange them (without the BOX.) I explained to her that I have been a loyal customer and NEVER returned anything else except the other pair of shoes (which had a torn seam).
She offered to stretch them, but I did not wish to have them stretched because the problem was with the rough leather (plastic?) used to make the shoe and with the heat of summer was very irritating to skin while walking.
When I told her she lost a customer, she told me she didn't like the conversation and walked away. If she would have explained two days before the BOX was the issue, I would not have brought it back and would not buy shoes there anymore, but would have stayed a customer.,
The manager made it clear now, that she was sorry she exchanged the other pair and her arbitrary decisions didn't make sense. She explained it as being nice the first time?
I will no longer be buying any Tory Birch products in any stores, due to the fact customers are not valued and decisions are based on a sales or managers whim that day.

I went to the outlet in cypress houston Texas to buy three bags cause they were on sale but the store manager Casandra was really rude and obnoxious. I was told over the txt I would be honored the sale price as they could not process over the websit the sale price if I came into the store which I did and there I was told by her that that was the price for the small tote not the big one. I showed her my phone but she wouldn't want to see the confusion which happened as the pic was blurry and she could not even read on the pic they had sent me. The sales girl was nice enough try and make me satisfied and give options while the manager in-front of me when to the sales girl and asked her what communication she had with me and had the audacity to send the sales rep back to me to tell me that this would be my final sale and there would be no exchange of returns. Horrible customer experience. I work in the retail environment and we say a lot of no's to the customer but there is a way to say and need the employees to have more empathy towards the customers as I drove 1:1/2 hours to come to the store and deal with this…,,

Tory Burch is outsourcing their card processing services, their gift cards are handled by Star. The company provides poor customer service, and their personnel exhibits low moral standards. Tory Burch customer service cannot assist clients with issues related to "Tory Burch" gift cards; thus, Tory Burch assumes no responsibility for the issues related to their subcontractor's work. The burden is shifted to the poor customers. The customers have to deal with Star directly. It's like purchasing Apple product and personally resolving defects through a manufacturing company somewhere in China. Tory Burch clients have to call Star customer service, the number is displayed on the back of "Tory Burch's" cards. When I called, I got a poor quality connection. The rep with a heavy Indian accent could barely understand me, he was not competent enough to assist me, so he placed me on hold to consult with his manager. Unfortunately, even after their consultation was over, he still could not resolve the issue, so his manager had to get involved. The manager, with the similar Indian accent whom I could barely hear, lied to me by reassuring me (twice) that the card would work and I could use it anytime until the end of this year. Well, it did not work during the checkout; they provided wrong information to me, the payment failed. I guess Star employees do not care about Tory Burch sales. I will not shop at Tory Burch, I am deeply disappointed by company's lack of accountability and complete disregard for its clientele. It is misleading to display Tory Burch logo on the product that is not produced, managed and supported by Tory Burch. Current Tory Burch's practices fall short of expected customer service from well-known brand. The company's management needs to shift their priority from short-term profits to valuing its customers. In a long run, cutting cost, providing subpar services and ignoring clients' needs will completely erode brand's reputation.

I own 2 pair of flats, a watch, 4 pair of riding boots and one handbag. I love my ballet flats, although they are made with little support. Last year I bought a pair of riding boots for Christmas that the insole of one was defective. Customer service said they couldn't repair it but would send me with a Tory credit of 80$, for boots that cost 495$ that were never worn! I shoulda learned my lesson but because I had other items that I liked I went ahead and bought another pair of riding boots this winter and after wearing 4 or 5 times the gold T fell off. The customer service deep doesn't cary parts nor do repairs so they sent me to a website for me to send them off at my expense, with NO replaceable T! It made no sense, considering these are 600$ boots with a company that refuses to back their products. My watch was bought for Valentine's Day, ordered from Tory official site, it's been loved for two months and he Gold is already wearing off. Why would I send it back? For another insult? Unless you just want to throw money away, I'd be shopping where designers make quality products and back them, no more Tory Burch!

My husband purchased a Chelsea Backpack for me in December, as I love Tory Burch and have always bought from you in the various countries I have lived. USA, Singapore and UK.
However this backpack's magnet is not strong enough to keep the bag closed and I lost my wallet as it just pops open.

I came into the store just before Covid to discuss the situation and I was told to bring the bag in and they would see what they could do.
Due to Covid it took a couple of months for me to bring it in. However I did and I have found out that there is nothing that can be done. I was told the magnet is as is! This is strange, as I have a Louis Vuitton Bag that has an exceptionally strong magnet. It is very obvious the magnet you use in the product is weak and isn't correct for the design. I am an industrial designer myself, so understand the importance of using the right parts.

Please advise on what will be done, as I am very dissatisfied with "Oh, sorry that's the best we can do". I have many sandals and various handbags and clothing from Tory Burch, but this leaves a very bad taste in my mouth!

Purchased sandals back in April and they arrived beginning of May. They were too big so I went to exchange them in person at a Tory Burch store near me. When processing the exchange, the Tory Burch employee told me she had called Tory Burch customer care because the payment for the shoes had never been processed. *Why were the shoes delivered to me if the payment never went through*?! Anyway - the Tory Burch employee told me that customer care told her to do what she wanted and give me the shoes. The Tory Burch employee said that it was my lucky day, Merry Christmas, and that it didn't affect her inventory.

I was happy to have paid for the shoes, there was no problem there. But now, two months after I had originally ordered the shoes and a month after I made the previous exchange, I received an email from customer care saying that I need to pay $198 for the shoes where the payment didn't process? Like I said, I was happy to have paid for the shoes, but now I'm pissed off with a company who's customer service has terrible communication and feels it can charge customers $200 two months later without reaching out immediately when the issue had occurred. Not everyone has $200 laying around.

Like I said, I was happy to have paid when the issue was brought up originally, but figure out your customer care and don't let employees hand you over *free* shoes and trying to provide good customer service if your customer care department is going to screw you and your company's reputation over two months later.

I never wore Tory Burch... too expensive for me. But I bought an e-giftcard for my friend. She doesn't want that. And non refundable for e-giftcard... suck!

I ordered Tory Burch Birry on December 3 I'm still waiting for my order to go through because the Earrings that didn't say that they were sold out or not sold out mind you I ordered them on December 3 and my order is still processing terrible customer service because they won't cancel my order and now I'm still waiting for my order to go through if it even goes through I feel like I got robbed I wouldn't pay anymore money online at Tory Burch you're better off driving hours away to a Tory Burch store and getting what you're looking for

I bought the twiggy flat pump on 09/12/2016 and received the email on 13/12/2016 said that out for delivery by parcelforce. The address was my work place and that I usually received my online purchases. But ridiculously the parcelforce couldn't find it. Without trying second attempt or asking neighbors they brought it back and sent it back to TB. So I traced it and called to TB's customer service and requested to resend to my billing address/ home address. The person who took my call said he noted down all of my request. Then still I sent email to them as well. A couple of days later, they replied me saying that they couldn't reschedule so then I replied them that to refund me back. But they replied waiting for the parcel. I tracked again and saw someone received it already there. Then again I emailed them about it and asked refund asap. As they can track about it so why they can't refund me yet. I was so frustrated and emailed them again and they said the parcel have not came back to Germany where their warehouse was. Every time they replied me with different person and most possibly there is no communication between them about my problem. Shame on them. I sent a few screenshots of from my track but still they are not responding to refund or taking action accordingly. Now I'm really confused, frustrated and even wanted to throw my £102. So tired of dealing with them. So my suggestion is please please be careful of buying from them especially on line and returning. Rubbish service

I ordered a Tory Burch smart watch online in March 2020 during the lockdown that I wore less than 10 times and it stopped charging. I google online to find that I could send it to Fossil Services to get it fixed which I did in June 2021. They sent me back the watch in July 2021 but it's still not working/charging so I sent an email to the TB client services and emphasized that I did not want to send it to Fossil Services again as (1) I didn't want to incur shipping costs again and (2) there's a big chance that the watch was a faulty one. One of their representatives said she would send me a return label and once they received the watch, they would send me an electronic gift card. I waited and waited but nothing, so I emailed them again but every time I received different response from different client services representative - one said it took 48 hours to issue a return label and another said it could take a week. I finally live chat with someone who seemed more helpful but unfortunately, I was wrong. She said she talked to her supervisor who said that they wouldn't create international labels and suggested me to contact Fossil. I spent almost 2 weeks dealing with them that both my time and effort had gone to waste!

I absolutely love this bag, but the material is horrendous! I got it in white so I clean it every week as i use it quite often. It's in pebbled leather material so it's soft, but i find something WRONG with it every week! First was a long scratch and then, the leather near the lining at the back started peeling off and I ABSOLTELY DO NOT UNDERTSTAND WHY! I care for this bag dearly and i don't go throwing it around so CAN SOMEONE TELL ME WHY IS IT GETTING SO BAD? For your information, this bad has ONLY been in used for less than 2 months. I cannot even.

After spending years purchasing items from Tory Burch (purses, wallets, shoes), I have decided I will not spend one more dime with this company.

A beautiful black tote was purchased, by my mother, for my Christmas gift. After using it for 4 weeks, the handles began to rip which I thought was ridiculous for the amount of money spent for it. I went into the Santa Monica store and I have never been treated so disrespectfully in my life. They could see that our accounts had thousands of dollars worth of items purchased and they could have cared less about the malfunction of their products after 30 days. DO NOT PURCHASE - BE ADVISED! Tory Burch and their employees do NOT stand behind their items. I have called customer service to get to the bottom of it, or at least see if it could be fixed/replaced. It's been a nightmare. I will never advise any friends, co-workers or family members who live in Los Angeles, Boston, Austin, Washington DC, or NYC to purchase from Tory Burch. What a disappointment and a frustrating 3-week experience trying to get resolutions!

Wish I found this website earlier. The worst ever after sales service happened in my life.
Never expect my Black Friday shopping would end up like this.

Bought a $400+ bag in store during sale with peace of mind that I can always return/ swap for something else later, which is a common practise in of retail industry in Aus.

Then I bought another Tory Burch backpack in the Bondi store the day after, and planning to return my handbag to Westfield store.

I was shocked to only find out the sale item is NO EXCHANGE AND NON-REFUNDABLE when the staff asked for receipt. The dodgy "no exchange and refund" words only stamped on my receipt after I paid, and was placed in an envelope which you will normally never open and read it. I told them I enjoy the same consumer rights for both on sale and full priced item under Australian Consumer Law, but they say will not refund either for sale and full priced items.

The salesperson NEVER MENTION there's no exchange and refund before I pay, nor the shop shows any "no change of mind return" policy. I would never have purchased if I knew it before I pay.

I did not expect an international high-end designer brand would scam customer like this. Eventually, I have to escalate to NSW Fair trading.

When I search for the TB customer service reviews, I found out there were heaps of extremely bad experience about this brand back in 2012! Can you believe it? They never bother to improve it in these 7 years, horrible!

I purchased a pair of the new style flip flops - LIANA THONG SANDAL and they are super cute and comfortable for the 5 minutes I had them on. The sandals have rhinestones that trace the outside of the shoe and when I saw them I did think about their staying power but purchased them anyway. Well - I put them on for the first time (beautiful sunny Florida day - I wouldn't think of wearing them if rain was in the forecast) and walked to my car, realized I left something inside, so I went back inside and retrieved what I left behind and when I looked down (yup - you guessed it) - a rhinestone was missing! For almost $200 I would have thought I could get some wear out of them before they looked like cheap knockoffs! Needless to say - I didn't run my errand but hopped on my PC to create a return back to Neimans AND write this review. My advice to Tory Burch is do not release a product until it has been proven to last more than five minutes.