Tory Burch review: Terrible customer service 23

Bad customer service!
I ordered a Tory Burch Simone Sweater last week because they had this private sale on line. This was for my sister's birthday present and I was very excite get one for her. That same day I order which was Thursday I got an email saying I bought the product but they could not confirm my address. So I call them to make sure their system "Recognize" my address so they can send it to me(there was no problem with my address it was their system). This lady form Tory said she will send me a confirmation email asap ( which i didn't get). about 5 days later they just sent me an email saying they could not find the product that I ordered so they canceled. I was very upset how they let me know this so late. so...I called to see if they will have this sweater in stock anytime soon (which they said no)... so.. I asked them if they could send me a different color Simone sweater at same price (They did have other colors in stock even ONLINE), they said they will consider it but I got a response later saying "no"(I know I bought it is really cheap for tory but this was their fault to even start with). I'm very disappointed about their customer service, in the email they say like "we apologize... if there is anything they could do contact" and that what I did and this is what i get from contacting them? I just basically wasted my time and since they let me know like 6 days later now I need to find a NEW present for my sister which will never get to her on time. This happen to me in other store (American eagle) and I know AE is not a high end store but they sent me a msg apologizing about the order and they sent me a discount coupon for next time. I don't get how expensive store like Tory can't even do business/customer service like AE! SHAME ON you TORY BURCH CUSTOMER SERVICE!

Tory Burch customer service by phone is terrible. I swore off Tory Burch twice before but went back but that's it for me!

Tory Burch customer service is HORRIBLE! Either they get so many complaints they are worn out or they need to up the class of their employees.

On May 04, I placed an order online for 2-day delivery with Tory Burch. The Tory Burch company confirmed the order with an email, indicating they would email again when the order shipped. On about May 07-08, when no items or email follow-up was forthcoming, I called the company. The customer service representative informed me the order was delayed. On May 09, I sent an email asking for an update on the order. I paid for a portion of the order with a Tory Burch gift card, combined with my personal debit card. Specifically I asked if I could cancel part or all of the order, due to the delay, with both cards refunded. The company did not respond. Instead, on May 12, they double-billed my debit card/bank account for the order (less the gift card amount). When I called customer service, they said they could not handle the issue and also could not give me a shipping date. On May 14, I sent the company documentation of the double bill. As of today, they have refunded one charge, but continue to insist the other is a “hold authorization” only, not a debit. My bank confirms that is incorrect. They have also failed to respond to my requests for cancellation.

Typical, they don't seem to see the need to communicate with their customers. I'm taking it to Facebook ant Twitter.

Yes! I've also had a bad expiriance with Tory burch CS I purchased a Tory burch iPhone case at did poorly at protecting my phone. I did have the recipt but I was not able to return it at the store I had to send it in and wait about a month or so to reiecive an e-gift card I was told they'll place a new order of flip flops for me that we're on sale but 3 days later I get an email that they cannot place new orders. Once I recieved my gift card I waited about a month or so to use it at a Tory burch outlet store that I drove nearly 3 hours too. Ofcorse the gift card did not work though it clearly showed on the register that the funds were there the computer was not able to accept it. Tory burch CS was not able to do anything for 4 days. I winded up buying the items for full price with cash because I drove so far. Tory burch CS did nothing they offered me a20% off which basically covers tax and shipping. When I finally decided id order a few gifts online I used the 20% and was then charged TWICE as if I places 2 purchases. CS had nothing to say theytold me to contact the bank though they were the ones who processed it twice ! Once I continued calling they said the department In charge of funds was closed and that the money should be cleared soon. They cannot give me a date and they just dont care. I can't even cancel my order. There CS sucks and there items aren't even worn the price they are very cheaply made ! TORY BURCH NEEDS NEW SOLUTIONS !

WORST CUSTOMER SERVICE EVER ENCOUNTERED! I used to be a loyal fan of Tory Burch until recently when I experienced the worst customer service ever. I ordered a pair of their Reva flats on toryburch.com and when the shoes arrived they fit a size smaller than the two pairs of Reva flats that I own. I called customer service asking if I could exchange for a larger size and the rep told me coldly that it was my mistake for choosing the wrong size and that I should have known that you are supposed to order 1 size up for the Revas. I tried explaining to her that I already have 2 pairs of the Revas and that I was going with the same size. She told me that it was still my fault and that I would have to pay a return shipping fee and wait up to two weeks for the exchange to be processed. Although I was unhappy with the cs, I filled out the exchange form and sent the shoes back. A month went by and I still didn't receive my new pair of shoes or even receive any email regarding the exchange or lack of. Then I noticed on my credit card statement that Tory Burch refunded me but for $10 lower than what I originally paid for. I was surprised they didn't do an exchange when they clearly had the item in stock and that they refunded me a lesser amount than what I paid for without ever notifying me. When I called customer service to ask why they didn't do the exchange, the rep who sounded like he couldn't care less told me that he didn't know and that I would have to place the order again. He said that he would expedite the shipping to second day with no extra charge and honor the 20% discount I was given on my original order, so I made the new order thinking that everything will be fine. However, when I received the order confirmation email, it showed that I still paid the full price for the shoes and did not get the 2-day shipping upgrade. I called customer service again and this time a female rep (who sounded like she was ready to go to sleep) told me that the rep that made the promise of 20% discount and free shipping upgrade is "new" and didn't know what he was talking about. She said that there was nothing she could do and the only option for me was to return shoes to the nearest store once I receive them. When I asked her why I was refunded $10 less for my first order, she said she didn't know and would put me on hold while she talks to someone. I was on hold for 30 minutes and eventually decided it wasn't worth any more of my time so I hung up. It was the last straw after a string of terrible customer service encounters and the flawed system of Tory Burch. I am completely disappointed and will never shop with them in the future so I can save myself the headache.

I just came from the Tory Burch store in new York! Soho on Elizabeth st to be exact! I bought my sister a beaded bracelet costing 58$ 62$ with taxs, she didn't like color so I went to exchange it for a better color.. I had both receipts my receipt and a gift receipt .. I guess the bracelet was on sale for 40$ now so I'm home looking at the receipt and I realized she put that I exchanged the bracelet without a receipt for an even exchange of 40$ which seems very shady bc I had my receipt and I paid 62$ for it.. I tried calling and no one answered so I will be back in that store tomorrow.. horrible and sneaky service ! They owe me 20$ and let them try to not give me mymoneymoney back! Problems

I've also had very bad experience with Tory Burch boutique customer service today. I bought one pair of Amy pumps, one pair of Carolina Ballet flats, and one pair of Lizard Print Miller sandals in the boutique exactly a week ago. When I go home and had a chance to really look at the products, I realized that the uppers of the Miller seemed to have been worn. They looked kind of dirtier than the lower parts to me. Of course I felt very uncomfortable, and I decided I should not feel this way about something that cost that much. After trying on the other two pairs around the house, my feet started to ache. I decided to bring all three pairs back to the store for full refund. The manager of the store told me that they could not accept products that had been worn, even though I informed her that I had just bought them last weekend. Since I work during the week, I could not bring them back the moment I found out I was not satisfied with the products. She insisted that she "could not sell a worn product to another customer"; however, she could keep them and give me store credit (WTH?). I did not want any Tory Burch products at that moment, or maybe any time in the future, because I did not feel like their CS. I asked her for full refund only, but she was determined to give me store credit. That does not make any sense to me, and was a way to RIP ME OFF when I did not want any of their products. I'm not at all happy with Tory Burch CS, and this was the first and the last experience I'll ever have with Tory Burch.

Three words: horrible customer service. I've called them two times and 2 out of 2 times, they've been BAD & absolutely unhelpful experiences. I was until now a HUGE Tory Burch fan, but now that I've experienced unhelpful, rude customer service basically 100% of the time, I will be dropping this brand.

I made two transactions for their black friday sale. I was up late and got the email announcement for the sale just after 3AM. Needless, to say I was one of the FIRST to order from their site for the sale. My first transaction was for over $800 (pre-discount). I then realized I had family that would love some TB, so I went back and made another purchase over $600 (pre-discount) within about an hour of the first order. All the items I bought were still fully stocked later in the day when I checked the site.

First annoying experience, I contacted customer service to see if they could combine my orders since I bought over $1100 of goods and was hoping their 30% discount could also be applied to my 2nd transaction. They said "no" they couldn't combine orders or recredit the difference for the discount. Not a big deal, it was my mistake for not buying the items together so I moved on.

The orders were placed 11/29/13. Today, I call them to ask why my 2nd order was still listed as "open, " they said they may have ran out of stock and might have to cancel my order. I stated that I was one of the first to place my orders and that based on the time stamp for my order, I should have received priority. The rep said that people who order next day air may have gotten their orders filled first even if they placed their orders after me. Really? This is supposed to be okay? You mean TB doesn't update their stock and so people who pay first could still have their orders canceled to people who order AFTER them just because these folks chose next day air? Throughout this, her tone was very unsympathetic with a "take it or leave it attitude." It's been nearly a week and I had to call the company instead of them contacting me about a problem with my order.

I had the option to check out with 2 day UPS air for free for both orders, but decided this was not necessary as there was no rush and no need to cost the company additional expenditure in delivering the order. So, being thoughtful and patient on my end basically gave the company the go ahead to walk all over me.

So then she says she would transfer me to her supervisor to see if there was anything she could do. In the same breath, the rep also said there was really nothing they could do other than to review if they would get new stock to fulfill the order. So I'm not really seeing how talking to a supervisor will change anything but I humored her and said okay, "transfer me." Well, it was at this point that I got the infamous hang-up. So am I surprised? Sadly, nothing surprises me about TB anymore. Disappointed? Yes.

I was hoping Tory Burch would use customer service as an opportunity to set themselves apart, but they have been one of the worse I've dealt with yet. I hope other people will share their customer service experience because there is NO WAY I am the only one who has experienced this kind of treatment. I guess I will be moving on from here. They have nothing over Chanel crossbody purses anyway.

I am also joining the legions of dissatisfied customers after my Tory Burch online experience! I had purchased 3 items online during a sale : a pair of blue rubber Tory ballerina flats, a Scarab pleated skirt and a Boyfriend sweater all amounting to the "modest" price of 520 US.
When I received the order, I found that the skirt was a size 6 when I had ordered an 8. So, I naturally phoned the CS to find out how to return the item which they had erroneously sent to me. I was asked by the CS rep for the packager name and number, which of course was no where to be found on the box! She then advised me to return with the label the size 6 skirt but there was no guarantee that they could send me the size 8, as very few were left and it might have sold out during the time it took for my skirt to return to them! What? They tried to pull of a size 6 in hopes that I wouldn't notice it? ? Very sneaky business I'd say! So, as I love that skirt, and they fu..ed up, I had to buy another one, which now cost even less! Ok, I thought, I would save some money, right, and they would credit me for what I had originally paid?! NO WAY! I just received my credit card statement and they credited me with the sale price and not the price that I had paid ! Of course I will get on the phone first thing next business day in the hopes to solve this! After reading all of your comments, I don't have much hope that it will ever be resolved, but I am tenacious and will try! I will keep this complaint board posted too!

The worst i have a defective bottle of perfume they think their going to place it but they will

Because &98.00 a bottle someone will replace this

Go to eluxury.com next time.

I've had numerous encounters with both store and phone customer service and both were HORRIBLE. My local Boca Raton store doesn't seem to care and the manager there is Rude. Never ever again! Went back after one experience thinking things will change and was I ever wrong! Your business is not valued here. Steer clear!

I have dealt with a great many companies online as that is how I primarily shop but without a doubt Tory Burch is the worst ever! I placed two separate orders for the same bag that they had on sale. When they arrived they looked like something a 5 year old would carry they were so small. And on sale for $144 - this company has put a new word on greed. I turned these around and promptly sent them back in separate packaging so there would be no mix-up. They did refund one but basically refused to refund the other saying they had already refunded it. It became so frustrating after weeks and weeks of dealing numerous times over the phone and no resolution. I finally denied charges on the credit card. Never again will I deal with them. I believe I can either do without their product or buy it from another company with better service like Saks or Neimans. This company has PROBLEMS!

I am done with Tory Burch as of today.
As a high end company I am shocked at the customer service and their methods of dealing with problems.

I had ordered two pairs of Abbott boots that were not available in Toronto, Ontario, Canada. The boots were on sale so I thought that I wouldn't mind paying the extra duties, adding they give a 10% off email subscription. The duties, taxes and shipping came up to a whopping $172.99. So really in the end the boots weren't really discounted much.

I finally picked up my long awaited package yesterday only to find that one of the boots had a missing insole. It wasn't just a simple insole I could replace but an insole that has a layer of lamb shearling. I immediately called the customer service line only to be told to call back in an hour because their systems were down. An hour later the systems were still down but Evelyn the associate took down my information and explained to me that I would have to pay for shipping and duties if they send me another insole. I was disturbed... This wasn't my fault why do I have to pay more?!?! She then told me that I would have to ship the boots back to get a refund but I told here I wasn't going to do that because I won't get back my duties and shipping fees. After some back and forth she put me on hold and gave me a final answer that I would get a credit for my boots and that I could keep them because they are considered defective and if i wish to purchase the boots again I could with the credits. I was impressed! I made her explain to me a few times and wanted her to send me confirmation of all this through email. She told me she would but of course I never got an email.

Today I called back to make sure everything was as Evelyn had told me. No, this time Porsha the associate told me that I have been misinformed and because the systems were down there is no documentation on my order about getting a credit back. What she told me next had me fuming. She told me that I will get back a refund when I send the boots back but that I wouldn't necessarily have to lose my duties and taxes if I talk to my country's customs and file to get back my money. THIS WAS NOT MY FAULT WHY DO I HAVE TO SPEND ALL THIS TIME AND EFFORT TO GET BACK MY MONEY?! After the usual back and forth and me demanding to talk to a supervisor, she then told me that under these special circumstances that they will refund me my boots and my $172.99 of fees but I have to ship the product back. I was clearly upset. What else can you do for me? Can't you just send me a right insole replacement? Why do you just give me a discount for the boot instead of making me do all this work? I don't have time to bring my boots to the only DHL delivery location in my city... Really, this is a high end company?
In the end she told me that upon shipping my item out I can call back and escalade the whole case and get a response through email.

My problem now is that I don't trust this company. I did my research and found other people that had horrible experiences with their online store. People who don't get back their refunds.

I have decided that I don't want to deal with another headache. What if I send it back and they won't give me back my $172.99 and tell me that Porsha miscommunicated this to me just like how Evelyn did. I am just going to cut my losses and completely boycott this company. I can shop elsewhere.

Tory Burch
3084 Livermore Outlets Drive
Livermore, CA 94551

Supervisor name: Chelsea, she makes her own rules and doesn't care about the customers. When I say that I will have to complaint about the incident, she said you can do whatever you want and said, quote me on that "I am wasting my time talking to you". If your English is a second language, she will pretend not to understand you. I hope, TORY BURCH can train her so that customers can be treated correctly for our diverse communities.

Careful with getting the sale you received and double check your deals. The deal was a birthday voucher and discount applying rules (Chelsea rule, she also said previous supervisor did not know what they were doing and she is there to clean the mess that I have three transactions before with the correct way:

For example, Chelsea way (20% off item):::::: $100 item - $50 (store credit or birthday voucher) = $50 - 20% off = $40

Correct way (20% off item):::::: $100 item - 20% off = $80 - $50 (store credit or birthday voucher) = $30.

I do not normally write complaints but this one I have to so that customers are treated correctly.

Tory Burch does NOT stand behind their (very expensive) clothing! No more $100 polo shirts that can only be 'dry cleaned' (well, according to the company). Looking on-line, they don't seem to have a very good customer service reputation, and now I understand why:
"After careful assessment, the damage incurred to this item is not the result of a manufacturing defect. All of our clothing is Dry Clean only and should not be washed. We sincerely apologize but we will not be able to exchange the polo."

I will only be buying from reputable retailers who stand by their quality and don't hide behind the cop out 'dry clean only' label. With all the environmental concerns about dry cleaning, am really surprised anyone buys from them at all - I know I won't be!

Ok if I could leave a ZERO rating I would. We have experienced the worst customer service at this store. My husband purchased a small purse for me for my birthday in July. We were not aware of the return policy however when we went there to hopefully exchange for a bigger purse the associate would not take it back when we asked to speak to the manager, the manager would not even come out of the office to speak with us, that to me is very poor customer service. I work in the business industry and I know retail stores can make exceptions granted the purse has not been used and everything was still intact.
I love Tory Burch products however this experience was a huge turn off. I will definitely not promote TB products.

I ordered several pairs of Tory Burch boots online and ended up returning several of them. Instead of refunding the credit card I used to purchase the boots, they sent me egiftcards! Mind you, my returns were well within my timeframe to get a refund to my original form of payment, my credit card. These emails with egiftcards went to my spam email and I nearly missed them, I made the mistake of trusting them to credit me back my money to my card (they owed me over $1500!). How shady to just send you an egiftcard that most people would never even see in their spam folder. I have been working for weeks to get my approriate refunds. They have partitially refunded me, but still have not given me refunds for two pairs of boots, totaling $500. They are shady and dishonest and a total scam for online shoppers. Will never buy from Tory Burch directly ever again!

Tory Burch has horrible customer service. They take months to reply back and they take weeks to esclate the issue to higher position. It took more than 2 month to get to someone. Issue still has not resolved. I seriosly don't understand what CEO is doing with their customer service team?! And their retail store managers. They are supposed to be high-end retail store but their service quality is worse than forever21. I really want to report them and I really hope all customers notices these bad services that they are providing and stop buying from them. Shame on you Tory Burch! Shame on you!

Disappointed.

Poor craftsmanship and lack of product integrity - 2 defects on the same tote.

This tote was an anniversary gift for my wife, so the disappointment is compounded.

Note: Our FIRST Tory Birch purchase after years of buying Marc Jacobs.

Purched at Bloomingdale's

TB Customer service (texting) - lacking empathy, and understanding.