ComplaintsforTory Burch, LLC

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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,

*******************************
Initial Complaint
06/04/2024
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
I placed an order on the toryburch official website, and the order number is *********. Because I didn't like it, I applied for a return. toryburch provided me with a shipping label, and I sent it back. However, the tracking info has not been updated since April 5th. i think package is lost. I contacted toryburch, but they have not been responding. I think since the label was provided by toryburch, they should be responsible for this package.
Customer response
06/29/2024
Better Business Bureau:

At this time, I have not been contacted by Tory Burch, LLC regarding complaint ID ********.

Sincerely,

*********************
Initial Complaint
05/07/2024
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 ordered 2 items and only receive 1. I called multiple times and they open an investigation wich was closed in 10 days and the answer was no refund or resend the item. And the solution was closed. I called again and they re open the investigation but saying that the solution will be the same. I waited 3 days to call again because no email was sent to me to say the same that the investigation was close and there is nothing else that they could do for me. What!!!!!! In Tory Burch there is no customer service they do t know what is that.
Business response
05/17/2024
Hello,

We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. Please know that our warehouse investigation has concluded all items were shipped out on your order. Per these findings, we are unable to provide a refund or a replacement.

We thank you for your understanding. Should you need further assistance, please feel free to contact us at **************.

Sincerely,
Tory Burch Client Services
Initial Complaint
04/19/2024
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.
The package says delivered and left on my doorstep. The economiic courier used has cost me hundred. I will not be getting money back.DO NO SHOP AT TORY BURCH.
Business response
04/30/2024
Hello,
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 ****** Services team.

Thanks,

Tory Burch ****** Services
Initial Complaint
04/17/2024
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.
I returned my item for a refund due to the size being to small and the correct size was shipped, the return was received but I have yet to receive a refund. I would just like to receive a refund. I have contacted my buyer, and she has claim to have spoken with her general manager but this issue is still unresolved.
Business response
05/03/2024
Hello,

We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. We will have a member of our Retail Leadership will team reach out for further assistance and resolve this matter for you.

Thanks,

Tory Burch Client Services
Initial Complaint
04/10/2024
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.
My order number is *********. I placed an order on March 29, 2024 for 3 items: one Small *********************** Quilt Convertible Shoulder Bag in the color rose salt, one *********************** Quilt Chain Wallet in the color rose salt, and one *********************** Convertible Shoulder Bag in the color natural/black. I received my package on April 3, 2024. When I opened my package, the *********************** Convertible Shoulder Bag in the color natural/black was missing. I messaged guest services right away and was told to wait 5 - 7 business days in regards to this matter. I received a message from them stating no solution was possible. It has been a very unfortunate experience, I truly expected more help from customer service. I would just like to be reimbursed for the missing item, Small ********** Canvas Convertible Shoulder Bag, from my package, of $491.02.
Business response
04/16/2024
Hello,

We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. The investigation concludes that all items were shipped. We are unable to accommodate a refund or reshipment. Should you need further assistance, please feel free to contact us at **************

Thanks,
Tory Burch Client Services
Initial Complaint
04/08/2024
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.
This company's website promoted an incentive (Canvas Tote) if I made a larger purchase. I made that larger purchase, but the extra item never arrived. When I contacted the company, I was told they had a computer glitch and the offer I saw at online checkout was not actually being offered. I'd already made my purchase and given away the extra item I bought to qualify for the fake offer. The company's solution was to offer me 15% off ANOTHER purchase, which I'm not inclined to make AT ALL considering they didn't fulfill my first order. If a company doesn't send an item they promised, I don't believe a discount on a SECOND purchase is a fair compromise. I was able to return part of my order, but cannot return the item I already gave away as a gift (a bracelet). This complaint is less about the $30 bracelet I feel I was cheated into purchasing and more about the HUGE number of people, worldwide, who might have also been tricked into making larger purchases by an enticing offer that the company never fulfilled.
Business response
04/16/2024
Hello,
Thank you for reaching out regarding the gift with purchase item on our website.Unfortunately, due to an unexpected technical error, this item was mistakenly published on our website. We do not currently have an active gift with purchase and sincerely apologize for any confusion or inconvenience this may have caused. Should you need further assistance,please feel free to contact us at ************** or reply to this email, and a Tory Burch Client Specialist will be happy to assist you.

Thank you,

Tory Burch Client Services
Initial Complaint
04/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with Tory burch on March 15, with a total amount of ****** USD!The order was marked Delivered on March 18 by a third party carrier called VEHO. But I never received it. They even attached a delivery picture as proof. However they just made a stupid mistake. In that picture there are only 2 packages, while I actually had 3 packages scheduled for delivery on that day, of which I only received two. The missing package is absent from the photo provided by ****.After contacting VEHO, they confirmed that the missing package was indeed lost in transit and advised me to seek a refund from the merchant, which is why I reached out to Tory Burch for resolution.Although on March 21st I initially received a response from Tory Burch promising to address the issue within 7 business days, I havent yet to hear back from them despite the passage of time. This lack of communication and failure to resolve the situation is unacceptable.As a loyal customer who has consistently chosen ********************** for their quality products and service, this experience has tarnished my perception of them.
Business response
04/10/2024
Hello,
We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. We are delighted to confirm that a refund in the form of an e-Gift card in the amount of $1,397.40 has been successfully processed for your order number *********. Kindly be advised that it may take 3-5 business days to receive a Tory Burch electronic gift card via email. We apologize for any inconvenience this situation may have caused and appreciate your patience. Thank you for your cooperation.

Should you need further assistance,please feel free to contact us at ************** or reply to this email, and a Tory Burch Client Specialist will be happy to assist you.

Thanks,
Tory Burch Client Services
Customer response
04/19/2024
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,

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

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