Tory Burch Reviews 302

I ordered something from their online store and my order was lost in transit, they had to resend it when I contacted them! After that i finally received it i didn’t really like it and I sent it back and now it’s been a month since I got an email that they received my order back but nobody processed a refund! Every time I try to contact someone they telling me that they will be contacting me back within 24-48 hours but nothing happens!

We passed by as group, their bags are beautiful, leather made. I bought a bag as a gift for my girlfriend. Thanks for the assistance of a Filipina sales employee. Surely we will come back. All staff were accommodating.

Beautiful boutique. The salespersons were amazing. I bought a bag and a pair of shoes with my friend and I find it very nice! I will come back with my friends.

J’ai adoré ce magasin et surtout la vendeuse une Philippines, adorable professionnelle qui a su m’orienter sur mon choix, je reviendrai bientôt, j’adore ce que fait Tory Burch!

We are group of Filipinas on tour, and we passed by in this boutique. We were really happy of our experience as the salespersons were very accommodating and there was a Filipina sales associate who really assisted us on our shopping choices. Speaking the language made us feel at home. Their bags have high quality and durable so we bought 3 bags and a wallet. More Filipinas will visit too. Indeed a great experience.

Order was a month old and i still didn't receive sandals. When i contact them, they said it was an issue with the zipcode but they needed 24-48 hours to look into. I reached back out 3 days later and they said that the zipcode was wrong (which it wasn't). They told me they could cancel my order (which i had received a promotional price on) and then i could place a new order. They would not simply expedite the order i had already placed. Every time I asked a question, they came back with "upon reviewing your order I now see that....." and it was a different story each time. What the heck!

I am writing to formally express my deep disappointment with the way an incident was handled at the Tory Burch outlet store at the end of 2024. As a long-time loyal customer, I feel compelled to ensure that corporate leadership is aware of my experience.

During my visit to the store, I selected a handbag with the assistance of a sales associate, who was courteous and helpful. She even advised me not to let go of the item since it was the last one available. When I proceeded to make my purchase, the cashier began to ring up the handbag. At that moment, the store manager—who was standing nearby using her phone—reached over, removed the handbag from the cashier, and handed it to another associate. I immediately objected, stating that I was purchasing the item. Nevertheless, the manager insisted, and the other associate continued with the transaction as though the handbag belonged to another customer.

To my dismay, another couple nearby claimed—in Spanish, a language I also understand—that the handbag was theirs, despite the fact that I had the item in my possession until I presented it for purchase. This left me feeling disrespected and embarrassed.

As a result, I left the store without making any purchase. I subsequently contacted Tory Burch customer service by phone, filed a complaint, and provided my contact information. The only response I received was a voicemail from the store manager, who indicated she was reaching out because corporate had contacted her. No one from Tory Burch corporate ever followed up with me directly, which was extremely disappointing.

After many years of consistently purchasing Tory Burch products, this incident has regrettably led me to stop shopping with your brand altogether. I hope you will review how situations like this are handled and ensure that loyal customers are treated with the respect and professionalism they deserve.

Bought a bag from Tory Burch that arrived damaged on August 28. Since then I’ve had multiple phone calls, sent 14 emails, and all I’ve gotten back in over a month is a refund of $76 of the $390 owing. My order info disappeared from my account, they’ve promised gift cards that never arrived, and their “support” is copy pasted templates. I even received the same response 3 times in a row, twice within 10 minutes from the same rep. Add in a 27 minute call with client services that solved nothing, and it’s clear they are not worth the hassle.

Update: finally received full refund Sept. 28, no gift card provided as promised.

I am extremely disappointed with the experience I’ve had with my recent order. I originally placed an order for a birthday gift and was sent the wrong item. After contacting customer service, I was asked to return the incorrect item, which I promptly did.
However, despite following all instructions, I have not received my refund for my much more expensive purchase. It has now been 12 business days, and I have not even received an email confirmation regarding my refund.
When I called customer service, I was told to wait longer and that international customer service would call me today — no one called me back. This level of service is unacceptable, especially from a brand like Tory Burch.

Refund on my credit card for faulty sandals not received as promised on 14th business day from receipt of return of goods.

I checked today if my refund had been processed to my credit card and despite an email thread prior to the return of the goods and after about the refund to my credit card it has not been done: Sarah at customer services said there was “confusion” this is corporate jargon for we didn’t do what we said we were going to do and then agreed to contact the accounts team apparently in the USA - more delaying tactics with the sole aim to hold on to my money which I am paying interest on with no word of any compensation for their error.
Pay me the money you owe me

order number Order 807765269

Bonjour,

Commande passee le 25 Aout en Chronopost sur Tory Burch France. Arrivee le 02 Septembre sur une livraison prevue au 27/28 Aout. Le carton est eventre. Le sac a un default sur une maille qui ressort beaucoup et peut s’accrocher a d’autres objets. J’ai fait, le 25 Aout, une demande de facture a une adresse differente de l’adresse de livraison (Pour une detaxe), toujours en attente de la facture a ce jour. Qualite du produit defectueuse, pas de service client de qualite, emballage et delai de livraison mediocre !

Wrong bag was wrapped and put in the bag which was not visible. I purchased 2 bags and they said they will give new bag from the stock and instead of white, gold color bag was packed and given. Extremely disappointing to see how these important things get missed. The purchase was at Chicago, Kenosha outlets.

Ordering anything from Tory Burch UK is a pain. This company uses FedEx for deliveries and both companies are pretty incompetent. Poor communication after ordering items and multiple failed deliveries with false reports of package drop off attempts.
Customer service is based overseas and aren't able to do anything. UK based managers promise to call but don't follow through on complaints.

I would advise everyone to avoid buying anything online from this company. If you must buy anything from them, I would suggest purchasing it directly from a store.

Disappointed in Quality — Buyers Beware During Sale Events

I’m writing this in hopes that Tory Burch improves its quality control—especially when fulfilling orders during sale periods.

After waiting nearly three weeks, I received my denim mules damaged, with noticeable yellow stains on the fabric. This isn’t a one-time issue—it's the second pair of shoes I’ve purchased during a sale that arrived with quality defects. For a brand positioned as luxury, this is incredibly disappointing.

Spending almost $200 on damaged shoes is unacceptable. Instead of properly addressing the issue, customer service offered 15% off my next purchase—not this one. Honestly, I would’ve appreciated that discount applied to these shoes, which I now have to pay to fix myself. I love the design so much I’ve decided to keep them and plan to dye them a different color just to make them wearable. That’s more money out of pocket for a product that should’ve been right from the start.

My advice: If you're shopping a Tory Burch sale, buy two of the same item and inspect both carefully—or better yet, go in-store if you can. Otherwise, you may end up like me: waiting weeks for a product you love but have to spend extra just to make them better

This customer service is horrible!! The requested more information I gave them the information and still no word. I will not ever be ordering from them again!!!

This is the most unprofessional and despicable group of people. Failed to deliver a 20th anniversary bag. Instead of apologising, they tried to blame me for their failure to ensure the goods I paid for was safely delivered. In my case, Royal Mail claimed they have delivered the goods. It is over seven weeks and they are unable to deliver the bag as a matter of urgency. If I did not challenge it, they would have claimed the bag was delivered. They keep dragging their heels and treating me with contempt and sending me patronising emails. They are horrible and nasty since they care not about your feelings. If I could give them a 0, I would. Very bad customer service and servants of delay. They have no sense of urgency. They are also refusing to refund and offering me 15% discount on my next purchase. Stupid fools.

Basically the same as everyone else’s terrible experience with the refund process for online orders, 2 weeks since they received it and still waiting… What is so weird is the complete disparity between in-store and online experience. They market themselves as a luxury brand, I got assigned an SA who would follow-up after my in-store purchases, of which there were many (not anymore), but seem to have problems refunding returns online. I never have this issue with Versace. Will not shop at Tory Burch again despite liking their bags.

Edit: one week later after providing my details in response to the reply below and radio silence.. this company is not to be trusted.

Had already purchased a pair of sandals and thought I would buy in a different colour but they only had half a size up. I ordered them but upon delivery they were too big and I sent back the same day I received them. This was a month ago and I have still not received my refund. I had reached out to be told that it takes 14 working days to process before I receive an email and then can take another 5 days with my bank. We are on day 18 of working days and nothing. I am being fobbed off with no sign of a refund. This is a disgrace from such a supposed reputable company. I can see they received my return two days after it was sent back. I am now in arrears with my credit card. This has completely put me off the brand and I will not be buying from Tory Burch again. I have never experienced such a delay on a refund from any shop let alone a designer brand. This is a disgrace and is becoming stressful. Customers should not have to chase for refunds on goods. I wish I had read reviews before purchasing anything from Tory Burch as it seems I am not alone.

Purchased a pair Tory Burch captoe balet flats from Nordstroms. They looked great and fit perfectly. Made in Vietnam but then what isn’t these days. Over the years I have had several pairs of TB balet flats and loved them. The problem with these shoes ( all leather , top, sole, inside) is that the black sole leaves black footprints if slightly damp. i.e. coming in after a light rain and stepping on a light-colored carpet. I have never seen such a thing. It almost looks like the soles are coated with black shoe polish that rubs off. I am hoping this is temporary but for now no stepping on carpet in these shoes.

Bought a pair of sandals online sent them back for a refund the day after delivery . One month on no refund . I just get apology every time I call and told it’s been raised internally . Disgusting service .