Tory Burch Reviews 301

I had a very frustrating experience with Tory Burch customer service. I accidentally placed a duplicate order and immediately tried to cancel it. According to their policy, cancellations must be requested within 30 minutes. I placed the order at 7:37 a.m. and attempted to contact customer service right away.
The problem is that customer service does not open until 8:00 a.m. When I tried using the live chat before 8:00 a.m., it clearly stated that agents were unavailable. Despite this, customer service later claimed they were open and that I failed to contact them within the 30-minute window, which makes no sense given their own hours.
Because of this, they refused to cancel the order. Now I’m forced to wait for the item to be delivered and go through the entire return process, which is unnecessary work for both me and the company. This situation could have been easily avoided with reasonable flexibility and accurate information.
Overall, this was a very disappointing experience and reflects poorly on their customer service.

Customer support is full of lies. They ignored pictures that proved I was right and continued to respond with excuses. I did not receive the entire item I paid for and they were “very sorry” but did not offer any compensation.

Buyer beware* UK website and customer service Ordered on 3rd December well on time for Christmas, checked status and it stated it was on the way. Called yesterday advised item is out of stock and not sure when it’s coming. While they have held on to my money and no comms to say it was not going to be delivered. Absolutely disgusting will be speaking to my bank. Staff member Jordan sounded like he could not be arsed. Would never buy again.

Do not buy the gold Miller sandal…I wore them a couple times and when I took them off all the gold had rubbed off and was on the bottom of my feet…and the actual sandal lost its color to a black dirty look…the miller sandals cost too much to have done that…but to be honest this my second pair of Tory Burch sandals and I just feel it’s not worth the cost!

Went to buy Christmas gifts and use 15% off code…it didnt work..used the chat line for 20 min and they discovered website broken for codes. DO NOT subscribe to get the money off, wont work. Disappointing waste of time

I ordered from Tory Burch twice. The first order was delivered, but the delivery experience was horrible due to DoorDash. The package was mishandled, so I contacted customer care to report how poorly it was delivered and to ensure this would not happen again.
Unfortunately, when I placed a second order for a handbag again delivered by DoorDash. I never received the item at all. I contacted customer care, and they informed me that they would investigate the issue. After the investigation, I was told that the order was marked as delivered, and therefore they could not offer a refund or a reshipment.
This has been a very disappointing experience, especially after I had already raised concerns about DoorDash delivery the first time. I expected better handling and accountability.

I’ve been reading negative reviews about Tory Burch after I made a purchase on line. So I was kind of scared what will happened to my orders. Will I received it on time? will the items in good condition?so Im kind of stress about it. Anyway, I just received my orders today via DHL. It came exactly in the date I was promised between December 10-12 and today is December 11. The packaging I can tell its brand new because every parts of the bag and the sandals are still wrap. The plastic bag is still intact not ripped or torn. The sandal ( patos) is exactly my size6.5. The quality of the bag is great.I am impressed in short. I am so happy with my purchases. I am giving TB 5 stars. I am Canadian costumer.

I ordered an item at 149.00 and was charged 199.00. I tried for a week to get someone and got the run around. I finally got a person who said “no- you are charged the correct amount”. I even have a screen shot of the price I purchased it at. - extremely poor service. It was way over priced at 149,00 to begin with . Now they say it’s too late to cancel. - I will send it back as soon as it arrives.

I had a very unpleasant experience at Tory Burch, Prudential Center, Boston. I purchased a pair of brown suede pumps less than a week ago from another location. I was told it was the last pair. When I tried to return them at the Prudential Center, the store manager - Despina, after a mere glance coldly confronted me "These were worn". I gasped as this was quite an accusation and absolutely not true. No reasoning worked and the store manager exhibited such a disdain "No Tory Burch store would sale a shoe in this condition" - I left the store feeling humiliated and hurt. Her associate tried to cover for the poor and rude attitude and was apologetic and kind. After calling the store where I purchased the shoes originally, they asked me to send pictures of the shoes and took them back without any trouble. It was quite far of a drive. Prudential Center is a central and significant Tory Burch location. How disappointing to encounter such low level of customer care!

I would like to give up follow up from my previous review after my first order got mixed up leading to a messy gifting situation. Tory Burch representative had called and apologize for the mistake. They also offered me a voucher to compensate. I will consider shopping again as they made up for the situation. Thanks TB!

I bought a pair of shoes, they delivered through DoorDash the post a picture of the package but when I went out to pick up there was nothing, I reclaim and because "the package was delivered" they fell "sorry" but they can't do anything about it. In the three years that I have been living here it’s the first time that I got a “miss package”.
We don't care about our customers as long they give us money should be their slogan.
For being a big company with 400 stores, and being available at more than 3000 departament and specialty stores worldwide, it’s lame that the customer service ends as soon you give them the money ,
after they said "Sorry to hear about your negative experience; we would love to look into this more closely, and we have just sent you a message requesting additional info (such as order number or email). Please check your inbox so that we can investigate this thoroughly for you. Thank you" i never get contact with them, they are pretending to help but they are just liar.

My husband bought me a Tory Burch T monogram canvas coated small tote in 2021, it was my first from the brand. After only 3 or 4 times that I used the bag, the handles started to chip and peel. I tied a scarf around the handles and used it a couple more times before it started fading along the bottom corners and edges, and is sagging too. I only ever took this bag to brunch or church for an hour or 2, and haven't used it more than 7 times in total! I have now not used it for years.

I am quite disappointed at the lack of durability of this bag, so I recently contacted Tory Burch but they are unwilling to rectify this. They insist that I pay for any repairs and stated in their email response that the problem I described are all due to normal wear and tear. That's an insult to me as I not only took the time to describe what little use I have gotten out of this bag, but sent photos of the issues too as requested by them.

I am interested in hearing how other customers have fared with this brand's products and will be discussing this in online forums. Reviews here don't look encouraging... Needless to say, I am never buying anything from this brand again. I take very good care of my handbags; my much older bags from Coach and other brands at comparable price points look as good as new, with minimal to no signs of wear.

Products are substandard for the price - gift cards given out rather than cash and also done incorrectly so despite taking a gift card a few months ago I am now fighting to get the gift card updated to the amount it should be - quite possibly the worst customer service for a high end brand

After a year of use, leather started to peel and fall off

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.

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.