Hi! Want to start by saying I love Tory Burch brand, always did…however their business model had changed, including online sales and the outlets… so I received $50 off coupon for my B-Day and was excited about it, although it only applies to purchases over $100 - no problem… whatever single item I choose that is over $100 it says that B-Day promo is not available…when I chose multiple items, the current VIP promo produces higher discount and even if I have over $700 worth of items in my bag, the saving from ppB Day promo translates into about $10-$15… just feels like the B Day promo is a huge joke - although I really liked the items I picked I removed them from my bag as I hate the feeling of being cheated by one of my favorite designers…

I ordered a Tory Burch smart watch online in March 2020 during the lockdown that I wore less than 10 times and it stopped charging. I google online to find that I could send it to Fossil Services to get it fixed which I did in June 2021. They sent me back the watch in July 2021 but it's still not working/charging so I sent an email to the TB client services and emphasized that I did not want to send it to Fossil Services again as (1) I didn't want to incur shipping costs again and (2) there's a big chance that the watch was a faulty one. One of their representatives said she would send me a return label and once they received the watch, they would send me an electronic gift card. I waited and waited but nothing, so I emailed them again but every time I received different response from different client services representative - one said it took 48 hours to issue a return label and another said it could take a week. I finally live chat with someone who seemed more helpful but unfortunately, I was wrong. She said she talked to her supervisor who said that they wouldn't create international labels and suggested me to contact Fossil. I spent almost 2 weeks dealing with them that both my time and effort had gone to waste!

If 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

Placed an online order to Canada, which they said they ship to. A month later, and countless useless interactions with customer service later, someone finally informs me the package isn't going to be delivered because I forgot to put the country, only the province and city and that it was basically my fault. That's impossible when country is a required field when checking out and I can clearly see the country on my order confirmation. Instead of printing a proper shipping label, they assured me the package was on the way, provided two different tracking numbers, and on top of all this I never received an email confirmation or an email tracking. I had to contact customer service a total of five times and was horrible disappointed each time. Avoid shopping online from TB.

This was my first time ordering directly through TB's website…. BIG MISTAKE! I typically order TB items through Nordstrom, Saks, and etc, but figured since the TB warehouse is in my state, I should receive the items in 2 days. Boy was I wrong! My order was split into two separate shipments and once the packages finally arrived a week later, one of my items was missing. Customer service could care less and said I had to wait 3 more days to see if the other item will be delivered. Only two tracking numbers were generated by TB, so it's evident that the item was left out of my shipment. Waste of time!
My mother also recently tried to order from TB.com and had to cancel her order due to the warehouse's slow processing times.
TB needs to improve their order handling and customer service ASAP!

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!

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 ordered a Tory Burch McGraw tote which I loved. Less than a year later, they handles are falling apart and the stitching is coming undone. I contacted customer service and they said there was nothing they could do. I responded that my non-designer, cheaper handbags were better quality than this bag and how disappointed I was. Then they offered me a $50 credit if I send my bag back to them. Really?! I think I'll keep my bag for that. After I responded back that I would keep my bag for the measly $50, they said they would send me a credit and I could keep the bag. Never will buy Tory Burch bag again. My Coach bags held up much better.

I signed up for their emails to receive a measly 10% off my purchase. I wanted to order a tote bag and match sandals online but kept getting a message saying the rewards code could not be applied. I called customer service and the customer service rep directed me over the phone to scroll way down to the bottom of the email with the awards code and click on a exclusion link and said "do you see where it says the miller sandals and Ella totes are excluded from the 10% discount?" She had such a condescending tone I could have strangled her. So they lost a $425 sale because of they exclude items from their stupid 10% email sign-up program AND to top it off don't have the professionalism to explain the exclusion policy without talking to you as if you're a child. And the kicker is I probably would have made the purchase without the 10% until my interaction with the customer service rep. But I am moving on... adios Tory... I will spend my money elsewhere.

We purchased shoes QR620. Felt it tight so went to exchange. The one which we liked during exchange was QR590. As per the rubbish exhance policy of Tory Burch you cannot purchase lower value. Has to be same or higher. Diff of price was QR30. We advised it's fine you can keep the balance amount and do not want it but still we were forced to buy additional stuff (which is no lower than QR600 in thier showroom) just to exceed the value amount.
One of the worst policies have ever heard about.
Such a Posh brand with such cheap policies.
Qatar Doha - Mall of Qatar

Placed a order for a Tory Burch ring right before Black Friday. IT was on website, took my money sent me a email saying being processed, and now here I am a few days to Christmas with no ring. Called customer service to summarize their call: Sorry can't help you, we have no information on the ring or when it will ship, and no we cant help you. Really? 5 weeks and nothing? Tory Burch, get your act together! Hire someone who can runt a properr inventory system and fire your IT as they clealrly are incapable! Which is a reflection on YOU and YOUR Brand for hiring incompetent employees! There is no excuse for for allowing more items to be sold thatn you have. Presentless in MN!

When I went in store to exchange item for a different size the worker was so rude to everyone in store would not change size for shoes or belt the purse was falling apart. Everything had tags and new in the box I ordered online and need to fix it for my daughters birthday in a few days. There was also another lady in store trying to change her shoes for a large size and they would not help her either. We were all up set over the treatment and returned everything. I will never shop at Tory Burch again I had spent over 1,000 in there purse, shoes, belt to be treated like we were trash.

My husband purchased a Chelsea Backpack for me in December, as I love Tory Burch and have always bought from you in the various countries I have lived. USA, Singapore and UK.
However this backpack's magnet is not strong enough to keep the bag closed and I lost my wallet as it just pops open.

I came into the store just before Covid to discuss the situation and I was told to bring the bag in and they would see what they could do.
Due to Covid it took a couple of months for me to bring it in. However I did and I have found out that there is nothing that can be done. I was told the magnet is as is! This is strange, as I have a Louis Vuitton Bag that has an exceptionally strong magnet. It is very obvious the magnet you use in the product is weak and isn't correct for the design. I am an industrial designer myself, so understand the importance of using the right parts.

Please advise on what will be done, as I am very dissatisfied with "Oh, sorry that's the best we can do". I have many sandals and various handbags and clothing from Tory Burch, but this leaves a very bad taste in my mouth!

I bought my wife a watch as a birthday gift which I paid CAN$ 379.94 and we are excited to open the box but the watch is not moving.
Noone likes birthday present is not working.
Maybe the battery issue and i talked on live chat she said free to return and next day i returned and after the Toronto store open we can visit and buy a new one.
But only I got back CAN$ 295.70! $84.24 less than what i paid.
I talked on live chat again and she said international fee does not include
This is not what i expected and i paid $84.24 one time wearing cost.
I need you to do something, make me understand it more or pay back UPS fee.
The watch is not working. This is not my fault you should check before sending to someone.
They don't care after selling stuffs. No more after service. Dont' tbuy online who knows it is happen to everyone.

The button -fly denim pants size 32 was on sale for $99 all week week ending January 31st 2020. I called on January 31st to find when is their next 30% or 40% off of sale items I told the customer service representative that I wanted to buy next day they were at regular price $198 I called to see if I can still buy them at $99 since it wasn't 24 hr the supervisor Grace said that they were not on sale for $99 trying to play me like I was crazy I know what I say told me I had to buy at regular price. Them jeans been on site since August 2019 so it made sense that their were $99. Saying it was a Glitch that's a straight up lie. I'm done! Please do better before you run your customers to Alice and Olivia their clothes are way better looking and they don't lie and mislead their customers.

I ordered Tory Burch Birry on December 3 I'm still waiting for my order to go through because the Earrings that didn't say that they were sold out or not sold out mind you I ordered them on December 3 and my order is still processing terrible customer service because they won't cancel my order and now I'm still waiting for my order to go through if it even goes through I feel like I got robbed I wouldn't pay anymore money online at Tory Burch you're better off driving hours away to a Tory Burch store and getting what you're looking for

Wish I found this website earlier. The worst ever after sales service happened in my life.
Never expect my Black Friday shopping would end up like this.

Bought a $400+ bag in store during sale with peace of mind that I can always return/ swap for something else later, which is a common practise in of retail industry in Aus.

Then I bought another Tory Burch backpack in the Bondi store the day after, and planning to return my handbag to Westfield store.

I was shocked to only find out the sale item is NO EXCHANGE AND NON-REFUNDABLE when the staff asked for receipt. The dodgy "no exchange and refund" words only stamped on my receipt after I paid, and was placed in an envelope which you will normally never open and read it. I told them I enjoy the same consumer rights for both on sale and full priced item under Australian Consumer Law, but they say will not refund either for sale and full priced items.

The salesperson NEVER MENTION there's no exchange and refund before I pay, nor the shop shows any "no change of mind return" policy. I would never have purchased if I knew it before I pay.

I did not expect an international high-end designer brand would scam customer like this. Eventually, I have to escalate to NSW Fair trading.

When I search for the TB customer service reviews, I found out there were heaps of extremely bad experience about this brand back in 2012! Can you believe it? They never bother to improve it in these 7 years, horrible!