Tory Burch Reviews 64

I used to regularly buy this one model of shoe with TB, I loved this brand for handbags too and some clothes. Ordered a pair in one colour, one shoe bigger than the other. Surprise because this never happened before, I used to take it as a given that my size fits like a glove. Sent back. Waiting for my refund still within the two week period. Ordered 2nd pair just different colour..Today I was shocked to find that both shoes now feel a good one size larger than my usual size. Also the quality does not look the same, not what it used to be. So disappointed. TB going down.

Return process with Tory Burch is so difficult, to do a return you have to generate paperwork on their website instead of it already being included in delivery. Once you get electronic paperwork it is impossible to get labels printed in EVRI shops they use for returns because there is no QR code included in the paperwork but only normal barcode that can't be read. Every time to get hard copies of return labels I had to email them and ask for labels to be sent to my home address. This is hard, hard work. In the end, they refused to refund to my original form of payment saying the return was shipped late! Unbelievable! I am still be the process of sending them "evidence" to demonstrate I have tried to make returns in good time so that I can get my money back - who wants to deal with this? For a business that sells individual items priced in hundreds of pounds customer service is appalling!

Selling itmes that are not in stock. What's the point to freeze someone's money and won't be able to deliver. Very disappointed.

I ordered online last december 2021 and until now i didnt receive my order. First email response was that they were out of stock. Second response was that theres a problem with customs and items might come end of year 2022. Disappointing! They should not sell online in the first place, if they always have this problem.

I bought a bangle that has tarnished two and a half weeks in. I have been bounced around they then said I could return for a refund but refused then as I bought from a department store they said to the dot store they would give me 10% back to get it cleaned?! I went back for them and I say not happy they again even though I told them I had bought from a store offered me to return but then said no so now I get nothing. Worst service ever

Service gets worse now if keeping me but will reply on these platforms saying they will love to help?!?? Awful NEVER BUY FROM THESE CHEAP AND NASTY

Absolutely horrible to deal with! I purchased 2 pairs of shoes in September for my daughter's birthday. Her birthday was in October and when we discovered that she could not wear them I called Tory Burch's Customer Service and they emailed 2 return labels and stated I would be refunded when the shoes were returned. That was in October, it is now December and they supposedly cannot locate one pair of the shoes even though I have tracking numbers and one of their representatives confirmed the shoes were received! So now I have no shoes, no refunds, plus I am paying interest on the $500 they charged to my account. DO NOT PURCHASE ANYTHING FROM THIS COMPANY!!!!!

Bought a couple of pair of shoes during the summer sales. Waited weeks for them to arrive and kept checking the tracking link sent to me. Package was stuck in customs for days and returned to Tory Burch for unknown reason. Got in touch with customer service who were very quick to respond but didn’t know why the parcel was shipped back to them. Gave 3 stars as my refund was processed quickly. Tory Burch seems to have lots of issues with clearing customs from what I could gather. Maybe they should look into it.

Have waited 3 weeks for my parcel.
Every time I enquire I'm told to phone Fed-Ex Cross Borders.

I’m an International customer in Hong Kong with a 12 hour time difference. I don’t understand why you can’t call Fed-Ex Cross Borders to find out for an enquiring customer.

If you can’t or won’t look into this for your International customers, maybe you shouldn’t be selling to them.

This is not “my issue” but seems more like a Tory Burch delivery issue. Also if you can’t deliver within the time frame promised as advertised, then either don’t promise it or refund the shipping.

I have honestly never had such bad service from a known Brand name in all my 13 years of online shopping. You guys should at least pretend to take these complaints seriously instead of resting on your laurels and assuming customers will maintain brand loyalty.

Today we visited Bicester outlet shopping centre. The sales person named Olga ( I just found out her name on the receipt)
She was amazing I tried about 7 pairs of shoes, but unfortunately didn’t fit my slim feet🤷‍♀️ She was very helpful with the size advices and patient. Was looking for the pair of shoes, but in the final bought the bag . Great service from Olga ⭐️

I purchased a bag for my mum as a gift however, she preferred another style when gifted. We went back to the store today expecting a straight exchange or a refund for it, however, I was told that refunds weren’t prohibited (considering the bag was untouched and was in the condition when purchased with the packaging). So we looked around and nothing really caught our eyes hence why we spoke to the manager to see if we can request for a refund rather than being forced to buy something for the sake of it. The manager explained to us that we cannot receive a refund and that this was written on the receipt and all around the store (the receipt is normally printed out after purchasing, the store writing was approximately in font size 10) so how is anyone even meant to notice? I personally had a lot of communication with one of the employees at the store beforehand and none of this was mentioned to me at all which is cagey. I went on to the website and the website authorises a full refund on any items as the client cannot physically see the bag but surely the same should apply especially if it’s a gift??? Further to this, the manager explained how the till doesn’t authorise refunds and when explained I know what is expected within a retail environment and technology, she compared the different hierarchies of brands which I think is extremely unprofessional especially not knowing my given background but regardless it’s atrocious! I’m extremely disappointed at the unethical behaviour from this brand as I thought with the given rate of ‘premium’ it would’ve had a bit more authenticity, professionalism, honesty and principle. At the end we were forced to purchase something despite being offered a credit note but there was no guarantee we would’ve preferred something in the future. I’m definitely disappointed by the store visit.

Worst delivery ever..didn't receive my things for more than 25 days now..I emailed them more than 4 times and everything u get the scripted response of sorry for the inconvenience, and things will be shipped to you as soon as possible..worst experience ever..they was supposed to be gifts for a birthday..the birthday came and it finished..so shameful

Copied/counterfeit material. This company sells fisherman tunics for 100x the price, bluntly stolen from local artists/communities, without so little as a reference. Save yourself money and buy directly from communities, originals and not mass-made that'll likely last 1/100 of the time.
The "designer" should be ashamed.

Love my new bag and shoes so much! Fantastic quality and very well packed. Bought some leather goods in the past and they still in good condition.

Appalling customer service and unprofessional staff on line . I had purchased a puffer jacket on line as I had been ill and wanted to cheer my self up. I waited and waited for it to arrive and kept calling them. They kept flicking me off with “ it’s because of Brexit “ after two weeks I had to go back home so tried to change my address but they would not help . Said I had to contact DPD which I tried but they couldn’t help . The woman I spoke to “Lauren” was controlling and sarcastic and kept calling me “ lovely” after nine emails and don’t know how many phone calls , I gave up and asked for refund. I couldn’t stand the stress and be came tearful. I ended hanging up. It I could give Tory Burch zero stars it would be too generous. I wonder what Tory Burch would think? I felt humiliated and will never shop with them again, even though it’s a lovely product. The same thing happened to me last year with Tory Burch but I wanted to give them another try . I very nasty company. At times like these the customer doesn’t need this kind of treatment

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!

PS: The shop. At Regent street issued me this no when I dropped the bag off: 1481

Excellent reaction when things went wrong with Hermes. They couldn’t do enough to try and put things right I was extremely impressed with how they dealt with things. Aside from being worried about using them because they still use Hermes I love the products and I thought they provided me with excellent customer service

Firstly they sent me someone else’s order. Then I wrote to inform them of this, nobody replied, thirdly I called them to report the issue and possibly the fact someone have my order and my address information. The Lady I spoke to was very polite but not very informative. Tory Burch then made arrangements to collect the parcel with but I am still waiting for them to either send me my own parcel or issue me a refund. It has be over a month I made the parcel and 14 days chasing them to rectify the issue

I waited two weeks to get my order in. Packaging was impeccable, quality great. I decided to keep one item, and the second one I had to return since the size was too small, although both items were the same size. It has been almost two weeks that TB has not accepted the return from Hermes, which is obviously delaying my refund. I payed by credit card, and now I will have to pay an additional interest on something I haven't kept and I don't have. Their hotlines are out of service, and from my previous experience I know it takes them ages to reply to an email, hardly helpful. I gave it a go the last time, but this time I decided not to. This is so frustrating, that I don't think I will ever shop with TB again. In the time when companies value greatly high level of customer experience they provide, apart of nice packaging, I feel like TB doesn't care about it at all. I have lost my confidence entirely.

Update - I reached out to Tory Burch via Facebook and Instagram. I had a email from a member of the client services team around a hour later. Helpful, really cared and honestly solved all these issues I was experiencing, for this reason I have upped from 3 to 4 stars. My issues below have happened on a couple of orders, but honestly the team member I dealt with went above and beyond.

Like others I love Tory Burch products, however the experience of ordering on line is shocking. A order I placed a week ago still hasn’t been processed, I have seen to allow upto 2 weeks, which as others have said seems strange when other companies are shipping faster.
I am pleased that Tory Burch are trying to keep their staff safe. But it seems there must be a huge backlog to dispatch in 2 weeks?
Previously when I ordered I contacted customer service as I did have a similar issue, this was during lockdown so as you can imagine I expected that. All I had were one worded replies stating it was processing or delayed, no real information as to where the order was. I even called up and parcel force were to blame and the bank holiday and the lockdown. All I wanted to know was where was the order..
Tory Burch is beautiful, but the ordering on line is just strange I’ve never ordered from anywhere like this which take so long, for the price of some of the items is would be nice to feel valued as a customer.
I gave 3 stars as my only complaint is the order to shipping process. If you can stand that part you will love the products.

For quality products at these prices I expected outstanding service. Of course we make allowances for the current climate, but if others are managing to dispatch in 2 days (Michael Kors and Coach), why can’t Tory Burch? Staff are not knowledgable and don’t take ownership of issues. I have been misinformed on at least 4 occasions and calls are not followed up. I’m awaiting two orders placed on the 16th and 17th of July. There is no communication and after several phone calls and plenty of excuses, I find out my order which is coming from the Netherlands is still not processed - 8 DAYS to process???
Very disappointing Tory Burch - one sure way to lose customers.