Extremely poor customer service, incompetent customer service team who can't even bother to check the content in emails and ask repeated questions which is REALLY ANNOYING. Refund process took over a month. Date of experience: September 17, 2024I bought several items including tennis, belts and bags. I stopped buying the brand not because I don't like it. But it is supposed to be a luxury brand and its prices are not so cheap so that when you buy in department stores or outlets they deliver them to you in a simple plastic bag, even the most economical brands include the dust bag. No aesthetics when making this purchase. Date of experience: March 3, 2024The store associates were tough...Judging based on what you are wearing. Pretty much every store I've been to. The shoe quality was really bad. Will never purchase a second pair. Not sure why they are popular. Tip for consumers:Terrible after-sale customer service. Terrible quality of the product. Products used:Shoes Service Value Shipping Returns Quality Date of experience: April 11, 2023I received a pair of Tory Burch gold flats for Christmas. After wearing them twice the gold started flaking off! I exchanged for the mini drivers in pewter and dang it they started flaking too! WTH! Back to Nordstrom I go for a different brand I'm dive with TB! Date of experience: February 8, 2024Buyer beware. I ordered shoes but the package was not received. The company representative said I had to wait 8-10 for an investigation without any interim solution. These were expensive shoes and I expect more from a luxury brand company. We all know the company could have done more to ensure a refund was issued or an expedited process was used to complete an investigation. I know this probably isn't the 1st time this happened. I would advise ordering from Anazon rather than direct with Tory Burch. Products used:Shoes Service Value Shipping Returns Quality Date of experience: July 30, 2023Will I order a sandals Miller cloud 202 on a Wednesday and got delivery on a Friday. But they said 5 to 7 days for delivery. Fed ex just drop the box package like 5 feet away from door. I was at work and when I got there on Friday at 6pm it was gone. I call Tory and they were rude to me and said it was not there problem anymore. And also call fedex same answer. WOW! Please don't buy nothing from them cause they just want the money from people. Bad service! I paid $214.34 my order number was *******. Tip for consumers:Don't buy nothing from this company Products used:got nothing back Service Value Shipping Returns Quality Date of experience: June 1, 2023I placed an order to TB for a 225.00 purse and never received my order and I called and they did a investigation and said it was delivered but I never received it and I'm furious about it and then put in there they will not replace or refund me OMG really but y'all got my 225.00 tho. Please Please do not order from them, they are scams and rip offs, I don't even Products used:Handbag Date of experience: September 25, 2023My husband ordered me a pair of Tory Burch boots directly from the website. Sadly they were too big so we had to return them. We don't live anywhere near a Tory Burch store so they were returned by mail. After they had been delivered back to the store we were told we would have to wait 14 business days before we could get our refund.it didn't take that long to charge us when they were purchased, why should it take that long to receive a refund once they have the item! Tory Burch does not stand by the name and for the price of the boots you would think they would try to keep customers happy. Products used:Shoes Service Value Shipping Returns Quality Date of experience: December 7, 2023Unfortunatly we can't put 0!I place an order on the internet for Jessa moccasins the seller does not provide the city on the delivery note. And send my package to another address in another city. It is visible on the dpd germany package tracking, neither the delivery address nor the city are exact. Customer service response it's been more than 5 days, nothing can be done. Not only is it their fault but also not a word of apology not a voucher nothing. Last time I ordered from them it was outrageous. I lost 237 eur Products used:Shoes Service Value Shipping Returns Quality Date of experience: July 31, 2023My mom placed an order of the tan Espadrille in November. Package was never received. Worst customer service. They did not even offer a replacement or refund. I felt so bad for my mom. Tory Burch just took her money and did not even offer a refund or discount or anything. Very disappointing on how everything turnt out. If high brand like Tory Burch does offer any replacements they should at least offer a free signature require delivery. Never buying again! Service Value Shipping Returns Quality Date of experience: December 22, 2023My boyfriend ordered mini kira ruched Black bag. They mailed me the Gold color bag. I will never shop from them. They said you just have to mail it or drive to the store to exchange it, no discount. Why should I have to drive 3 hrs to exchange it when your company made a mistake. Date of experience: January 18, 2024Ordered three bags received only two. Their response? They need to investigate and after a week? Their warehouse determined that all bags were sent. Really? Whatever happened to customer service? No refund no replacement nothing. How is this even possible? This is why Amazon is popular. This is why I will never order from Tory Burch again. I will never buy another Tory Burch product, sadly Service Value Shipping Quality Date of experience: December 3, 2023I bought a pair of sandals for 198.00 never have I bought sandles so expensive. It was so hard that I got a cut between my toes. I have cheaper sandles much more comfortable. I would not recommend this brand. Date of experience: April 20, 2023On December 16th, package was delivered to the wrong address. Sister sent a gift because I was grieving the death of my mother. The package was delivered to an incorrect t address. We provided a picture of the porch in which it was delivered to. The delivery company ( Veho) admitted that they delivered to the incorrect address. Tory Burch refused to replace the item or even refund the cost of the purchase. I was told by Tory Burch since my address doesn't exist the delivery company delivered it to an address that was similar to mines! I have ordered several items in the past from Tory Burch and all items were delivered to the correct address. I will NEVER purchase another item from them. They really don't care about the customer. Tip for consumers:Tory Burch’s customer service in POOR at best!!! Buyers beware Products used:None Service Value Shipping Returns Quality Date of experience: January 8, 2024I am disappointed with this brand. I have had my handbag for a little over a month. And of course, I didn't wear it every day, at most 10-15 times. And the bag began to peel around the edges. It's just terrible quality, no bag from other cheaper brands behaved like this, even after a year. Products used:Bag Value Quality Date of experience: February 3, 2023Love this site! There are always sales going on (usually around holiday weekends) but either way it's really user-friendly, and make sure you sign up for their newsletter, I got a discount code when I did! Date of experience: April 12, 2013I disappointed with their poor support and order system. Products look nice but such worst support will make company reputation gets lower. They should sell their product at Amazon.com for customers convenience. Date of experience: January 12, 2016I've always loved this brand, and very surprised that their customer service is so bad. I purchased an item online, and it was damaged. Send an email within 48 hrs of receiving my item with photo and receipt. Emailed 3 times and called twice. No response! Don't want any funds back, just an exchange, or even an explanation. I was expecting a lot more from Tory Burch. Date of experience: July 27, 2018If I could give negative stars, I would. They are awful! I have made 2 purchases at Tory Burch and both were cancelled. When I contact Customer service they said " Oh we're sorry but sometimes this happens. Have a good day" What kind of Customer service is that! They had my money, did not offer an alternative for the bag just "we will refund you in 2-3 business days and bye". I will never shop with them again Service Value Shipping Returns Quality Date of experience: June 25, 2021Over the years, I have spent more money on Tory Burch items than I care to admit. Anyway, right before Christmas I spent close to $1000. 00 in one shop which included a metallic tote bag. Within 7 months later there were worn spots on the bag. Looks like dirt but it is more like metallic areas worn away when you look at it in person. I sent photo and complaint only to be told basically too bad for me; that it was over the 30 days and looked like wear on my part and some warning on using cleaning products which I did not use. So disrespectful especially to a customer that as I said spends more money than care to admit. So, I will never buy a Tory Burch product again. Date of experience: June 7, 2019I recently ordered a pair of shoes from Tory Burch as a Christmas gift for my sister-not only did they send the wrong shoes-they also gave her a really hard time exchanging or returning the shoes. We are still trying to resolve. The brand/design is pointless if the customer experience is so dismal! It's been an absolute nightmare for me sister and myself-do not buy Tory Burch! Date of experience: January 2, 2018Read the 5 star reviews & then tell me those are honest. The spelling, punctuation & wording look like they used a thesaurus to write them, not the way a typical American would put sentence structure together. This is Chinese, low quality crap that you have to spend a small fortune on to send it back when it doesn't fit or is of poor quality. Avoid. Date of experience: October 22, 2022After purchasing a handbag and using it for 3 months the trim started to pull away on the handle. The customer service was so frustrating. Initial could on text, chat or call. Was told I'd receive a call within 24-48 hours. Four days later I had to text again. Was asked for my information almost every time I texted. Sent contact information and photos only to be told they would not do anything because it was outside of their return/repair guidelines. Will not purchase another Tory Burch item. Tip for consumers:Don’t but the product. Overpriced poor quality. Products used:Handbag Service Value Returns Quality Date of experience: September 4, 2022My mother shipped me a gift from Tory Burch in Atlanta. I had to exchange sizes and went in to the store at King of Prussia. I normally do not shop at Tory Burch since it is way out of my price range. The sales associate at this store was very nice and helped me find the correct sizes for my two items. Because there was a new sale, I also had credit and was able to buy a pair of flip flips for my teenage daughter who was with me. She was very excited. The items were beautifully packaged and the whole experience was wonderful, due in great part to the customer service. Date of experience: June 28, 2019http://www.toryburch.com/ is the real tory burch site that is tied to all the stores and outlet stores. When they have a sale it is the best ever! With great customer service and fast shipping. My only complaint is they will mark items down left and right- so you need to watch everyday to get the best price. It is worth the hunt if you are a tory fan! Really great site for tory items and great prices. If you have an issue go into your local store and they should be able to help- the customer service is so much better. Date of experience: January 2, 2012