My husband bought me a pair of sandals for our third year anniversary (leather anniversary year). When I put them on, they felt a little small, as I have never owned a pair, and he nor I didn't know how they fit. I simply called to exchange sizes, and because he bought them during a sale, they said they couldn't do anything. I work retail for men's wearhouse, so I know about customer service. The fact that they wouldn't let me exchange them for a different size is absolute ridiculous. I don't want to return them, I just wanted to be able to wear them. Never ever buying any of their items again. EVER!

I have made an order from HK but regrettably to find the size is not fitted. From website it mentions clearly - free return & we can ask assitance from Tory Burch shops in buyers' cities.
I asked for help from website on exchanging size of item or make a retrun, however be informed the unreasonable delivery cost would be charged at almost USD70 nearly half price of pants (when shipping cost was only USD18 in buying process), also no exchange arrangements for countries out of US. Then I sought for assistance from HK Tory Shops but staff advised it was an out season item thus no help can be offered! I am so furious on the replies! Should I make a research on items selling online if it is on season or not?!
It's totally a frustrated and depressed experience for my 1st shopping with Tory Burch online store and totally ruin my impression with the brand!

I purchased a wallet via their online store and finally called after 2 weeks of no delivery. They had no record of my purchase or payment, yet the funds were sent to them clear as day on my American Express bill. So no I have no product and the CSRs are totally useless in helping me. They basically stole $100 from me. I am now going through American Express to dispute the charge. Ugh - what a waste of my time. I will NEVER support this company and make it a mission to spread the word about their HORRIBLE SERVICE.

I went through the southwest shopping portal to buy a pair of pants from tory burch. Tory burch promised 1024 southwest miles for the purchase. Two months later they took the miles a way from me and would not give them back. When i asked why they at first stated no reason. Then after two months of pressing them they finally said i bought the pants to resell I still have the pants and i sent them a picture of them on me. They simply do NOT want to give up the miles. Lame excuse to get out of an obligation. Still not resolved 3 months later!

June 14 i place an order online
June 22 package arrived with 1 item missing. I called and was told tory burch will file a claim regarding the missing item. The box was not tampered. I asked for claim number but did not provide one.
July 3rd called tory burch again and was told theres no answer from UPS it will take more than 8 business day.
July 6 i called UPS and theres no claim filed by Tory Burch. I called Tory Burch customer service representative acted like she did an investigation. It turns out the item was sold out and all she can do is refund me my money.

As a long term customer of Tory Birch, I was disappointed to be refused a credit or exchange on a pair of sandals never worn, with the receipt but without a box.
The same manager of the store was kind enough to accept an exchange of sandals two days before bought on the same day without a box, and never worn. She gave me a new pair without the box, which was fine.
To my surprise for the same issue of poor manufacturing, she now refused to exchange them (without the BOX.) I explained to her that I have been a loyal customer and NEVER returned anything else except the other pair of shoes (which had a torn seam).
She offered to stretch them, but I did not wish to have them stretched because the problem was with the rough leather (plastic?) used to make the shoe and with the heat of summer was very irritating to skin while walking.
When I told her she lost a customer, she told me she didn't like the conversation and walked away. If she would have explained two days before the BOX was the issue, I would not have brought it back and would not buy shoes there anymore, but would have stayed a customer.,
The manager made it clear now, that she was sorry she exchanged the other pair and her arbitrary decisions didn't make sense. She explained it as being nice the first time?
I will no longer be buying any Tory Birch products in any stores, due to the fact customers are not valued and decisions are based on a sales or managers whim that day.

I've been buying at Tory Burch online for years, I love the dresses in particular.

But the customer service is *dreadful*. I've had orders cancelled without notice or consent, exchanges not acknowledged, emails about orders are almost never responded to. Almost every order something basic goes wrong. You get better service spending 50 bucks at ASOS. I put in an online order recently which was cancelled without notice, and I've sent 3 emails without a response. It's dreadful for a supposed designer brand.

The "brand" is supposed to embody travel, but they treat international customers the worst, and prices vary significantly across global boutiques (don't shop there in Singapore unless you like overpaying). If you are outside the US you might as well be in Antarctica.

It's a shame because the clothes are good quality. But I've had enough, I'm taking my money elsewhere, suggest you do too.

Purchased sandals back in April and they arrived beginning of May. They were too big so I went to exchange them in person at a Tory Burch store near me. When processing the exchange, the Tory Burch employee told me she had called Tory Burch customer care because the payment for the shoes had never been processed. *Why were the shoes delivered to me if the payment never went through*?! Anyway - the Tory Burch employee told me that customer care told her to do what she wanted and give me the shoes. The Tory Burch employee said that it was my lucky day, Merry Christmas, and that it didn't affect her inventory.

I was happy to have paid for the shoes, there was no problem there. But now, two months after I had originally ordered the shoes and a month after I made the previous exchange, I received an email from customer care saying that I need to pay $198 for the shoes where the payment didn't process? Like I said, I was happy to have paid for the shoes, but now I'm pissed off with a company who's customer service has terrible communication and feels it can charge customers $200 two months later without reaching out immediately when the issue had occurred. Not everyone has $200 laying around.

Like I said, I was happy to have paid when the issue was brought up originally, but figure out your customer care and don't let employees hand you over *free* shoes and trying to provide good customer service if your customer care department is going to screw you and your company's reputation over two months later.

Attempted to buy a McGraw Top-Zip Cross-Body bag for my wife as a mother's day gift and instead ended up with nothing to give her as they went ahead and placed a hold on my bank account for the 263 but purchase actually did not go through. Went ahead and placed a call to customer service and was told that funds will refund in 3 banking days.

Oh Tory Burch you just made Mother's day a big let-down and disappointment for my family. Thank you and may you have the same.

I recently 'attempted' to make a purchase directly through Tory Burch, as I have previously. There was an issue with the card I had on file, in that I needed to update my expiration date. I went through this process and attempted the purchase. However it would not go through. After speaking to two customer service reps they told me the issue was with my card provider and to contact my company. For kicks, I asked them to try a second card because I wanted the item, and knew I would f/u w/ my credit card company. The same message was received. When I reached out to both carriers they explained attempts had gone through on their side and authorizations were pending, ( no issue on their side). The issue was w/ the Tory Burch site. I phoned back and spoke to a third rep who seemed completely disinterested in the sale and customer and said there was nothing she could do for me. That again the issue was with my bank and the authorizations were automatic.

I personally have had good luck w/ the products. It is a shame they will lose a customer because of front line staff's actions. After me making three attempts to resolve the issue, and no assistance In getting me to anyone of higher authority
I went on to purchase two pairs of shoes w/ another store yesterday evening, from another brand. Due to their staff they lost a sale, but more importantly a long term customer.

I recently purchased a gift for my daughter who lives in another state on Christmas day which they knew was a gift, these morons placed an invoice in her box, not a gift invoice but a billing invoice, when I called them to discuss they said it is their policy to place the billing invoice in the gift box. I said that is a ridiculous policy which other store would something so ridiculous? They were not willing to offer anything to compensate and needless to say I am very annoyed and will not purchase from them again. If I could have rated them.no stars I would have! Just frigging out of their damn minds.

I ordered an espadrille online and returned to the store and the gal went to a back room for 10 minutes and came back with no printed paperwork from a cash register, only my paperwork, stating it will take a few days for the return to be processed. Usually, I don't follow my returns record (because I return so much) but this situation was odd so I checked my credit card record and sure enough, a month had passed and no credit for the shoes. I phoned them and then they gave me the credit (after a few phone calls). At least, they did it without any proof of return, so that was good. But I have to wonder if the gal at the store decided to just steal my shoes instead of processing a return! Or maybe there is something with corporate being greedy. Watch out if you return, check your credit card for the proof.