Business ProfileforTory Burch, LLC

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.