ComplaintsforTory Burch, LLC

Fashion Designers

HeadquartersMulti Location Business

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Initial Complaint
09/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought these jellys a few yrs ago wore them and suddenly the strap broke on both jelly sandals so upset since I paid $95 for them and own 20 prs of ur sandals and never had an issue. I need a replacement pair of them
Business response
09/20/2024
Hello,

We apologize for your recent experience with your Tory Burch purchase. We take pride in the quality of our products at Tory Burch. While our handbags, shoes, clothing, select accessories, and home collections do not come with a warranty, we stand behind the integrity of our designs. If you need further assistance please contact our *************** team at ************.

Thanks,

Tory Burch ***************
Customer response
09/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They keep telling me to go back to Bloomingdales for them to do something I already did that and they wont do anything without a receipt They told me to deal with this issue with Tory Burch Im getting the run around I just want a replacement for the broken jelly sandles they shouldnt have broke

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Regarding *********. I have not received my shipment. I have contacted business multiple times and they were unwilling to help. Please resolve issue immediately to avoid further escalation
Customer response
09/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Well I ordered next day shipping and everything was going great until they delivered the package and they took a picture of the package and it was a picture of the floor and the box and I got home from work and there was no package like all the doors have a unit letter for a reason so why take a picture of the floor so I messaged customer service and they said they couldnt do anything about it
Business response
09/20/2024
Hello,
We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. Upon receiving the findings of the carriers investigation, we were able to confirm a successful delivery of your package. As such, a refund or reship is not possible at this time, and we urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need further assistance please reach out to our *************** team.

Thanks,

Tory Burch ***************
Initial Complaint
08/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Subject: Complaint Regarding Hidden Return/Exchange Policy**I purchased ************** ]from your online store [*****************](Order Number: [*********]), but unfortunately, the item was too small. When I attempted to initiate a return or exchange, I was surprised to discover that the item is not eligible for returns or exchanges.The terms stating that the item is non-returnable were not prominently displayed at the time of purchase. As a customer, I believe it is essential for such crucial information to be clearly visible before finalizing a purchase decision. This lack of transparency has left me feeling misled and disappointed with the overall shopping experience.I kindly request that you review this matter and consider making the return/exchange policy more conspicuous on your website. Additionally, I would appreciate it if you could reconsider my request for an exchange or provide an alternative resolution to this issue.Thank you for your attention to this matter. I look forward to your prompt response and a satisfactory resolution.
Business response
08/29/2024
Hello,

We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide. Please note that our Private Sale event offers the deepest discounts on our products and, as a result, all purchases are considered final sale merchandise and are not eligible for return or exchange. If you need further assistance please get in touch with our *************** team at ************.

Thanks,
Tory Burch ***************
Customer response
08/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I mentioned that private promotions should be clearly marked as non-returnable, rather than informing the customer that they cannot be returned after the order has been received.
I did not see any indication that the item was non-returnable when I placed the order. You have an obligation to clearly mark this information and inform consumers.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************
Initial Complaint
08/12/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered Color: COW PRINT / GOLD Size: 8.5 Qty: 1 Style #****** on 08/08/24. I was told the order will be delivered in 5-10 business days. The order was "delivered " 2 days later but I never received it. I called to report it, I was told they couldn't do anything about it because the driver said it was "delivered ".
Business response
08/23/2024
Hello,
We sincerely apologize for the inconvenience you experienced with your recent Tory Burch Order. We confirmed that your package was successfully delivered. Unfortunately, a refund or reshipment is not feasible at this moment. We recommend exploring all available options for addressing any missing property concerns. If you require additional assistance, please don't hesitate to contact our *************** team at ************. Thank you for your understanding.

Thanks,

Tory Burch ***************
Initial Complaint
08/01/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 16, I bought a bag on this website. Order #*********,The website used ***** to deliver the package. On June 19, the package showed that it was delivered successfully, but I did not receive it. I contacted ****** and ***** said that the staff at the site signed for the package in advance, but because the address on the package was incorrect, it could not be delivered. However, on July 20, ***** said that they would deliver the package today, but I still did not receive the package a few days later, so I sent a case to ****** After investigation by ****** they were also unable to find the package, which means that the package was lost before delivery. ***** asked me to contact the shipper to initiate a claim. I went to Tory Burch, but Tory Burchs customer service was completely unwilling to provide help. They did not even contact ***** to verify the situation, and directly said that they would not provide any help, nor would they refund or re-ship me. I am very frustrated. It is obviously not my problem, so why should I bear the loss? Moreover, ***** has already admitted that the package was lost, so why cant Tory Burch refund me? I beg you to help me, thank you
Business response
08/16/2024
Hello,

We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide. Tory Burch customers using a third-party shipping service are responsible for any duties, taxes, and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages. If you need further assistance please contact our *************** team at ************.

Thanks,

Tory Burch ***************
Customer response
08/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I haven't received my package yet, which means it hasn't been delivered to the delivery address I filled in on your website. What does it have to do with the third-party transport company? It was you, Tory Burch, who chose ***** to deliver the package, and ***** also admitted that the package was lost by them. You need to file a claim, and ***** will pay. I can't file a claim because I'm not the sender. This is what ***** requires. The whole thing is very clear, why do you always ***** responsibility? You don't even file a claim with *****? Are you really doing your job seriously?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******

Business response
08/23/2024
Hello,
Please be advised this is the final resolution due our policy as stated below.
We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide. Tory Burch customers using a third-party shipping service are responsible for any duties, taxes, and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages. If you need further assistance please contact our *************** team at ************.

Thanks,

Tory Burch ***************
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased a Blue Tote bag from the store located in *****************. The purchased was made in the beginning of this year and the inside pocket of the bag is unraveling . There was a defect in the stitching which can be seen in the attachment. I reach out to customer service via email(attached) I was advised to send pictures for review and my inquiry for another bag was decline with the reason of "Normal ************ which is not correct. This is clearly a manufacturer defect. The merchant products are on the high end and as a consumer you expect the merchandise to uphold as advertised. I called the headquarters and left a message and have not received a response.
Business response
07/30/2024
Hello,

We apologize for your recent experience with your Tory Burch purchase and your recent experience. We take pride in the quality of our products at Tory Burch. While our handbags, shoes, clothing, select accessories and home collections do not come with a warranty, we stand behind the integrity of our designs. For purchases made at a Tory Burch boutique or Tory Burch outlet, please contact the boutique directly. For purchases made at one of our licensed wholesale locations, please contact the specific location where purchased. If you need further assistance please reach out to our *************** team at ************.

Thanks,

Tory Burch ***************
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The instructions given by the Business to contact the store location were purchased advised me I have to ho through **************** which I did. I provided pictures of the defect and wad told its normal wear and tear which is not correct. The inter pocket of the Tote is defected the entire one side unravel as of the stitching wasn't even present. These products are high end, meaning the cost are greater than other retailers. Therefore when you spend this amount of monies you expect to get not only a great product but the Company providing excellent customer services by addressing the needs of the customer and not giving them the run around.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business response
08/16/2024
Hello,

We apologize for your recent experience with your Tory Burch purchase and your recent experience. We take pride in the quality of our products at Tory Burch. While our handbags, shoes, clothing, select accessories and home collections do not come with a warranty, we stand behind the integrity of our designs. For purchases made at a Tory Burch boutique or Tory Burch outlet, please contact the boutique directly. For purchases made at one of our licensed wholesale locations, please contact the specific location where purchased. If you need further assistance please reach out to our *************** team at ************.

Thanks,

Tory Burch ***************
Customer response
08/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I reached out to the customer service and was not helped at all. The store location advised to contact customer care. I don't understand why this Company is avoiding my concerns. It is not fair as a consumer and it unjust

Sincerely,

***********************
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 7/5/24, I purchased a 'Thea **** crossbody' bag in black for $199 ($210.94 with tax) from Tory Burch Outlet store located in ******** Premium Outlet (****************************************************************). In the store, this bag was displayed with two shoulder straps and one small round pouch attached to the strap of the bag. See the store display pics #1-4. I asked the salespersons to get a new one and I will buy it. The salesperson (her name was ****) did not provide any additional information or clarification, just got a new bag from the back. The bag was wrapped in wrapping paper and in a sealed plastic bag, and she gave it to the cashier directly for check out. I wasn't able to inspect the bag nor to see anything from the outside of the packaging. I assumed both straps and the small pouch were in the package. After I got home and unwrapped the bag, the small round pouch was not included. Only two straps were included. I was confused and reached out to Tory Burch Store via its online live chat to clarify on 7/6/24. Based on the chat, the customer service confirmed a smaller bag or wallet was intended to be accompanied. See the chat history in the supporting files. Then I called the Tory Burch Outlet to ask them to clarify and get me the pouch. The General Manager *** denied that the small pouch was part of bag. Regardless I explained to her that the customer service already confirmed and there is indeed a small loop on both straps, see pic, which indicates something should be attached, she said the small pouch was a separate selling item. She even confirmed the pouch was indeed attached on the store shelf, but she said it was for display only, and the salesperson should have informed customers that they are separate items. She offered a shipping label to me to return the bag. Base on the pictures, the chat history and the fact no one clarified when I was buying, I believe the store lied to me and didn't want to give me the pouch which I'm entitled to.
Business response
07/13/2024
Hello,

We apologize for your recent experience with your Tory Burch order. It is not indicative of the experience we strive to provide. Please be advised we take our clients feedback serious and we thoroughly review our clients not so not-so-favorable experiences. A member of our Retail Leadership team will reach out to you and assist you.

Thanks,

Tory Burch Client Services
Initial Complaint
07/09/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i placed an order from tory burch outlet store located in ****************************************************,the track number is ************.but it shows that it was signed by AAAA, but not me, there have no delivery photo to prove it was delivery the correct address.it has past for 4 days, i havenot received it yet, i ask them(the shipper) to file a claim to ****** but they refused to me.
Business response
07/13/2024
Hello,

We apologize for your recent experience with your Tory Burch order. It is not indicative of the experience we strive to provide. Please be advised we take our clients feedback serious and we thoroughly review our clients not so not-so-favorable experiences. We reviewed the documents provided with your complaint of not receiving your package however, you provided a picture of a box with a shipping label addressed to you, a receipt, and a picture of three Tory Burch handbags.Glad you were able to retrieve your items. If you need additional assistance do not hesitate to reach out to our Outlet store directly for assistance.

Thanks,

Tory Burch Client Services
Initial Complaint
06/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased these shoes at the ****************************** store back in March and only had them on about 4 times. I was on vacation in ** and my whole sandal broke on the side. I was so embarrassed as these shoes are very expensive and should not break that easily. I had to purchase a new sandal. I went to Tory Burch in ****** TX at the domain and wanted a refund are the same shoe and they employee which was a guy said there is nothing he can do, which was odd. I called the Atlanta store they stated the same. I told the guy in ** that I was going to file a bbb report he said do that: Iam highly upset as I purchase Tory Burch shoes a lot. I want a gift card are a replacement shoe.
Business response
06/20/2024
Hello,
We apologize for the recent experience you had at our Tory Burch locations. This occurrence does not align with the high standards of service we aim to deliver. Your feedback is valuable to us, and we take it seriously. We will conduct a thorough review of the less than satisfactory experience you encountered. A member of our Leadership team will reach out to you to discuss your feedback. We appreciate your patronage as a valued Tory Burch client.

Tory Burch Client Services
Customer response
07/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

No one has contacted me as they stated above and my number is ************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

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