I have bought shoes last week. I was so excited about it since it is super cute. When I started wore it to my office. It was REALLY HURT my foot so bad. I got swollen on both Toe and finger nail. So I took the shoes back to the shop and return it. But they refused to return it. I even showed them my foot and they said sorry that hurt my foot but there is nothing they could do. Since the policy is only can return the stuff that can be resell. They told me to call customer service. I have called customer service and the customer service appologize for the incident and will passed to the retail mangament for me. I wait for 5 days then someone called me and ask me what happen and then said we are so sorry about your foot and shoes that hurt you but our policy is only accepts the return that CAN BE RESELL. They said I will have to keep the shoes. They ask if I would like to buy another shoe and they will give me discount. I refused and say I will never buy the shoes from you again. My lesson for this is Tory burch only care about making money not customer. As the whole time they keep said sorry that the shoes hurt my foot but we only can return the product that can be resold. If i ever know that the shoes will hurt me I will never buy the shoes! Now I am learning my experience, and I want to share my experience to everyone before spending $250 on this shoes.

I went their woodbury outlets store today 10/29/2017. It is my first time shop in this company. And they say they need to check my Id. I not even go to check out yet. I ask their manager why. She said because I have over their limit. I ask them what is the limit. She said is five in same style in the lifetime. I ask what is that means Lifetime. She said you can never buy again! And she said is their company policy. And if I over the limit they need to see my id. I asked who give you the right to check my id. You are not the NYPD and I did not do anything wrong. And you just base on your stupid policy then want check my id. I refuse then she said she wan't allow me to buy. I said give me a reason and I am just first time to your store. Then she goes to inside to ask someone and wait a long time then tell me ok in this time and next time will not allow. What the hell you talking about. I will never step into your store for sure and I promise will tell all my friends and the people i know what is your company and how the way to treat costomers

I placed an order with for Tory Burch flip flops to be shipped internationally for a friend's birthday. After purchasing, I received a notice that email confirmation would be sent within 15 minutes, which I never received. The following day, I spoke with a live chat representative who confirmed that the first order was not placed correctly, and stated that it was most likely an issue with my PayPal account. She directed me to use a secondary form of payment and assured me that the charges on my credit card would disappear.

Following this conversation, I placed a second order and received an email confirmation for that one. The next morning, I received shipping notifications for both my first and second orders and, looking back, I saw that the email confirmation for the first purchase was sent 3 hours after my second order was placed and confirmed. Despite this being an error on Tory Burch's behalf, they were unable to offer me a refund unless they received the product back (from my friend, from Australia), AND unable to offer a refund for international shipping, despite the fact that the second order would never have been placed without express encouragement from one of their representatives.

After one week and two tries, I was able to escalate this issue to management, who stated that because the second purchase was placed due to a recommendation by the live chat representative, I am eligible to receive a refund for international shipping, but only if the product is returned. They were also unable to cancel the second order and repeatedly advised me to refused the shipment, which was being delivered to a friend's package room, as a resolution. They have ignored my last email requesting further instruction for over a week now. I have also been tracking this purchase, which was reportedly delivered 1 week ago, and has still not been received. Currently opening a claims report with FedEx Cross Borders to get this issue resolved.

This is an active, ongoing, month long issue that has wasted hours of my life with no resolution in sight. Tory Burch has the worst customer service I have ever had the misfortune to experience.

I WOULD LIKE TO WEAR TORY BURCH OR JUST ANY BRAND NAME CLOSE IM A DOCTOR AND I WORK HARD I TALKED TO MARK HE IS A HONORABLE PERSON. HE REALLY MADE MY DAY HAPPY HE APPRICATED ME SO MUCH THAT MATTERRS SO MUCH TO ME GOD BLESS HIM, THAT MAKES ME CRY. HAVE A WONDERFUL DAY MARK I HOPE GOD BRINGS IT FOR YOU.

Hello my name is Ms. Dianna Jefferson, on 5/31/2021 I went into the Tory Burch store In St. Louis MO. I asked for a manger. The Manager came out and said " I'm the manager what do you need?" I told the manager that this was my second time ordering facial mask, but this last order of mask's were defected. I explained that the metal in the mask's were sticking through the material causing a facial laceration. I felt her approach was unprofessional and insensitive. She asked me what do you want me to do about it. There were no apology. She precede to tell me that they were donated and that there wasn't nothing she could do. Then she said she could replace it. She went in the back and got a trash can and said throw it in here. She said they normally don't take masks back. She asked me how do I clean them, I said by hand she said well that's not a good sanitary way to clean them. She said I should put them in the machine. Once again My Name is Ms. Dianna Jefferson and my daughters name is Tigre' Wiley(Smith). We spend a lot of money with Tory Burch LLC and this is the service I received. I left the store feeling HUMILIATED. I really would like to know if this is acceptable behavior at Tory Burch LLC?

Thank you,
*******@yahoo.com

I love the shoes & have never bought online at Tory Burch.com I've always shopped at my local Nordstroms & had excellent service. I wanted to surprise my best friend with a pair of Terra flip flops in this crazy pink foil. I could only find them online, which was great because she lives out of state. I ordered them & had them shipped to her. When she got them she was in love. From the packaging to the color of these flip flops. But sadly they didn't fit her. She returned them with one of the included shipping label provided by toryburch.com Well now almost 2 months later still no refund or notation on my account they have been recieved. I have called the customer service & it is a horrible experience. The are rude & $#*!y women. Very quick to talk over you & it's one excuse after another on why it takes so long for a refund. My best friend - feeling horrible about not getting my money back yet also has called several times with the same run around. She finally got them to issue a gift card - where she said NO - you've lost a customer. I want her to get a refund. They are to do that in 3-5 days so we shall see. But on that call the customer service told her how much it was (reminder these were a gift) so that totally sucked. My friend was mad I spent so much money for flip flops. I can't even image a large company like this to have such a horrible return process - where the customer service reps know it's that bad & tells it to the customers. It makes for very bad business. I myself will no longer purchase this brand & I will share my story with all my friend, family & co-worker on hey don't waste your time on those shoes even if they are cute. And if you look online there isn't even a rating for toryburch.com - you can't even leave reviews on the products on the site. There is a huge reason for this! BUYER BEWARE FOR SURE!

WHY CANT I FIND ANY FLIP FLOPS WITH SILVER HARDWARE! TORY BURCH PLEASE LISTEN TO UR CUSTOMERS. You must not care abt ur customers! WE WANT SILVER HARDWARE NOT GOLD!

I've nothing but wonderful customer service. The quality of my purchases are top notch. Returns easy

Honesr ans true BAD experience. I placed an order, Tory Burch took the money from my bank, after waiting for over a week I called to see why hasn't received an email confirmation not the items that I order, then by then they did the initial process of shipment. A day after I received the order o returned it back as I didn't like the size of the item. After 2 weeks they receive the returned order i emailed and call to her status of my refund money, the claimed that they had no record of them receiving the items so I had to send an email with the screenshot of the proof that the return items were receive by their company. After many emails and calls and proving proof UPS and passing their 14 business days refund policy I had no success in getting my money back, on the phone they didn't engage with my concern or issue, they all sounded heartless and careless about everything that I said. They didn't start the process to refund until that call that I did reminding them that it was passed 14 business days, they promised an email to confirm the refund and I never got it. Tired of waiting a few days after I called and requests status of the refund they said that it as still in process. 2 months now after the initial order until the processing refund in process I decided to call and told them that if I didn't get my money by next week I will disputed the entire order and get my money that way. I am a super fan of this brand and been purchasing so many things, but after this very BAD experience I'm doubting about continuing been loyal customer. Thumbs down to the people that are heartless and downs not have great customer service when dealing with customers on the phone.

I had the worst experience with the customer service department I bought a Tory Burch bag on November in 2018 and it's all ripped on the bottom I don't put my bag on the floor cuz it's bad luck that's how I was brought up by hanging on the back of my chair I called the customer service and told them and they told me there's nothing they can do cuz he was born in Woodbury Commons it wasn't for that they released or so the bag I had since November it's a few months old and I'm embarrassed to walk around with it cuz it looks like it's 10 years old so I wouldn't recommend anybody to buy Tory Burch bags in Woodbury common I guess you'll have to think there's no way you can get it this can you have to pay the full price in order to get your full service which I think is very wrong money is money the bed was over $300 and they treated it like it was nothing so in other words you have to pay $600 full price for being in order to get good customer service so I'd have plenty of bags before I would never buy another Tory Burch bag whether it's in Woodbury Commons or I got it for free just for the customer service they wouldn't help they didn't offer any discount for another bag I sent them pictures in the bed going to be the looks like it's 20 years old I wish I could put a copy of it on on the review

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/*******.html

Staff information:
Ryan Leung
Store located: Tsim Sha Tsui
Staff number: *******