Tory Burch Reviews 301

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

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 .

I would give them 0 stars if I could. Bought from them multiple times, loved the products. Until I had to deal with my first return! Used a 48h Royal Mail tracked service offered by TB, but the parcel was not able to be delivered due to Royal Mail not being able to find the address ( they share a large logistics centre with other companies). Goods were returned to a TB address listed on the label they supplied. As I did not have my original posting receipt (even if not required to keep this as per their Ts&Cs), they passed me from one customer service representative to another with no indication they are ever willing to refund me. Every operator kept asking the same questions, asking me if I received the retuned goods or have the posting receipt (despite confirming no each time). The delivery could be clearly tracked online and the reference number corresponded to the document they supplied for returns. Far from the customer services you’d expect from a so called premium brand. Highly disappointed. Got my money in 24h after logging a claim with PayPal. Highly recommend using a safe payment method, just in case you run into any trouble.

I had terrible experience; bought an item not arriving for weeks. Customer service sends me to deal with carrier (mean to wait on the complaint line for hours), and they do not take responsibility for disappearance of the package, although they signed the contract with carrier (DPD). When I ask for money back they do not reply at all. I am afraid I need to go through European Customer Support services. Cxxx. As. Cannot reply to TORY BURCH i update here - they again send me to sort things with carrier (7nth time) and do not take responsibility nor they want to give money back. Update; package arrived with 20 days delay after I spent hours phoning. I cannot say that i enjoy goods as i connect them to stress.

I never received my order and still haven’t been refunded

I’m extremely disappointed in Tory Burch’s customer service. I placed an order and never received it, even though it was marked as “delivered.” I followed all procedures, contacted both the carrier and Tory Burch multiple times, and was told I would receive a refund.

They claimed they processed the refund on June 26, but as of today (more than 10 business days later), I still have not received a single cent. When I called their customer service, I was told to just keep waiting. Emails were ignored or answered with generic copy-paste replies.

I’ve had to do all the work — chase them, follow up, call, email — just to try and get my money back for a product I NEVER received.

As a customer, I feel completely disrespected and neglected. I expected more from a brand like Tory Burch. I do not recommend ordering from them unless you are ready to fight for your money if anything goes wrong.

#ToryBurch #CustomerServiceFail #RefundNotReceived #DisappointedCustomer

Extremely Disappointing Experience – Poor Customer Service

I received a damaged item with stains and appeared more like an ex-display piece rather than a brand new product. The straps had no protective covers, and the flap lacked the usual paper lining that typically comes with new items. It's unacceptable to send a product to a customer in such a condition.

I immediately requested a replacement or exchange, as I’m leaving Dubai in two days and couldn’t wait the usual 5–7 days for return and refund processing. After several follow-ups, they finally arranged an exchange but only if I personally handled it. This meant I had to take a day off at work, pay for a taxi, and go all the way to the mall myself just to sort out their mistake.

To make matters worse, the only compensation offered was a 10% discount but only if I made another purchase within the month and i will be away for 2 months. How does it make sense for a customer to spend more money just to receive a so-called “compensation” for a problem the company caused?

Overall, this was an extremely disappointing experience with very poor customer service. I expected far better.

The reason I initially reached out was because the bag I purchased had a defect on the strap. I was told that I could return it, but when I checked online, I realized the item was already out of stock. I really liked the bag and didn’t want to miss the chance to keep it. A customer service representative then mentioned that a 15% compensation would be offered.

Based on that information, I decided not to return the bag. However, I was later informed that the compensation would not be approved. By that time, I had already disposed of the packaging and used the item, assuming that some resolution would be provided.

Now I’ve been told the only solution is to contact a third-party repair service, which feels like shifting the responsibility instead of providing direct support. The whole process has been unnecessarily complicated and disappointing, with little effort made to assist the customer in a meaningful way.

Unfortunately, this experience has left a very negative impression, and I no longer feel confident shopping with Tory Burch in the future.

My first time to order from Tory Burch UK and they just made me wait for nothing and requesting for refund is like begging. Never again. Please do not trust this brand. The service of Coach, Aspinal, Strathberry is way above.

I purchased Tory Burch sunglasses from Macy’s in August 2024. Within 3 days, they broke at the hinge. Macy’s replaced them, but the exact same issue happened again. I’ve repaired them multiple times, but they keep breaking.

Tory Burch refuses to take responsibility, claiming it’s the retailer’s problem—even after I explained it's a clear manufacturing defect. I’ve only used the sunglasses a few times and spent a lot of money on them. I’m very disappointed by how this brand ignores its customers and offers no real solution other than more repairs.

This is not acceptable for a luxury brand. I will never purchase from Tory Burch again.

#ToryBurch #DefectiveProduct #ConsumerRights #BadCustomerService

Ordered a bangle and ring 8 days ago, still not shipped. Every time I call I am given a different story, we are experiencing delays, your parcel is being shipped today, your parcel has been shipped, its waiting carrier update, its coming from a store, its being processed. I am informed I will be given a call back, this never happens and I'm still no further on. For a high end company this is very bad customer service and puts me off ordering from them again. I can't trust anything they tell me. I wonder what todays reason will be!!!!