Lori M.

I recently 'attempted' to make a purchase directly through Tory Burch, as I have previously. There was an issue with the card I had on file, in that I needed to update my expiration date. I went through this process and attempted the purchase. However it would not go through. After speaking to two customer service reps they told me the issue was with my card provider and to contact my company. For kicks, I asked them to try a second card because I wanted the item, and knew I would f/u w/ my credit card company. The same message was received. When I reached out to both carriers they explained attempts had gone through on their side and authorizations were pending, ( no issue on their side). The issue was w/ the Tory Burch site. I phoned back and spoke to a third rep who seemed completely disinterested in the sale and customer and said there was nothing she could do for me. That again the issue was with my bank and the authorizations were automatic.

I personally have had good luck w/ the products. It is a shame they will lose a customer because of front line staff's actions. After me making three attempts to resolve the issue, and no assistance In getting me to anyone of higher authority
I went on to purchase two pairs of shoes w/ another store yesterday evening, from another brand. Due to their staff they lost a sale, but more importantly a long term customer.