Nichole R.

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.