Business Profile

Fashion Designers

Tory Burch, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

This profile includes complaints for Tory Burch, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

172 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date 03/29/2025. order number *********. tracking ****************. amout $167.7 I placed an order for a pair of shoes called Cap-Toe Espadrille from Tory Burch. However, my order was wrongly confirmed as delivered under tracking number **************** with a fake delivery photo.Upon reviewing the delivery photo provided, I found that the image showed two large boxes that were not mine. Alarmingly, the same photo was used as proof of delivery for two other tracking numbers: **************** and ****************. Further investigation reveals that a total of three packages from Tory Burch used the same delivery photo, yet the photo only shows two boxes that belong to Tory Burch. Reference Number: ************. I have already filed a complaint with Tory Burch about this issue, but they insist that the package was successfully delivered and have refused to reship or refund. However, this is absolutely impossible. I have now provided the same delivery photo, which shows only two packages, as proof of delivery for three Tory Burch packages. This photo clearly shows only two Tory Burch boxes, and it is evident that one box is missing. Unfortunately, the missing box happens to be mine.I have now identified the tracking numbers corresponding to the two large Tory Burch boxes in the delivery photo of my package****************. These tracking numbers are **************** and ***************** The delivery photos for these two tracking numbers are identical to the photo of my package, which indirectly proves that the two boxes in the delivery photo do not correspond to my package. The proof of delivery for my package is false. My package was not delivered correctly.I have uploaded the delivery photo of my package along with the delivery photos for the other two tracking numbers. This shows that the same delivery photo with two boxes was used for three different tracking numbers, which serves as evidence that the proof of delivery for my package is falsified.
Business Response
Date: 04/24/2025
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 *************** team.

Thanks,

Tory Burch ***************
Initial Complaint
Date:04/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of $328 shoes from Tory Burch on 3/21/2025. The shoes were delivered but the driver did not follow my delivery instructions which explained in detail to put the item inside the bin next to my door. He left my shoes in the open to be stolen. I have video footage of the delivery on 3/26 @ 10:48am as well as video of the item being stolen from the location he left it at @2:12pm the same day. Despite my sending the footage of the theft to Tory Burch, the company refused to re-ship my shoes. Disgusting! I clearly am the victim here and the seller refuses to make me whole and ***** blatantly ignored delivery instructions which cost me $328 of my hard earned money. As far as I am concerned Tory Burch is a shiftless brand with no regard to their customers and **** poor customer service. I didnt ask for money back, all I wanted were my shoes! I will NEVER purchase from them again and tell everyone who will listen to follow suit. Never again will I give them a dime of my hard earned money. I am a registered nurse of 18 years who bought the shoes to build my wardrobe for my new admin role! Currently I am out of $328 and still dont have my shoes!! I am completely disgusted and refuse to quietly accept this loss!
Business Response
Date: 04/24/2025
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 *************** team.

Thanks,

Tory Burch ***************
Initial Complaint
Date:04/02/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Mar ******* , I placed my order ********* . I was waiting for my shipment and it was never delivered to me . After marked delivered , I waited 48 hours like policy said . After 48 hours, I contacted my courier and Tory Burch . Both told me my package was delivered successfully . Then was told to open investigation . No package is delivered successfully if shipment is not received by customer . Anyways , I continued to file a claim with courier through shipper (Tory Burch) . I waited 8-10 business days as stated . Just for the outcome to be that it was successfully delivered . And no refund or reshipment were available .Like I stated before ,I never received my package . I know for a fact my package was delivered to the wrong address because I was attentive with delivery . Never even saw *** vehicle drive by my property . I am really disappointed I wasted $582 to not receive a single thing nor help from the company .Hopefully am able to get some help
Business Response
Date: 04/18/2025
Hello,
We sincerely apologize for your recent experience with your Tory Burch purchase, as it does not reflect the level of service we aim to provide. Please know that we take client feedback seriously and carefully evaluate any unfavorable experiences. We have reviewed your case, and a member of our team will be in touch to discuss either a refund or reshipping your product. If you require further assistance, please dont hesitate to contact our *************** team.

Thanks,
Tory Burch ***************

Customer Answer
Date: 04/23/2025
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. However , may I get more details regarding my refund/ reshipment ? When will I get reached out to ? I appreciate you all for reaching back and understanding. Your support means everything . Thank you !

Sincerely,

****** *****
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spent 150 on a belt that was delivered but I never receive. Filed a report and they came back and said its nothing they can do at the ******* basically Im out of my money with no package.
Business Response
Date: 04/18/2025
Hello,
We sincerely apologize for your recent experience with your Tory Burch purchase, as it does not reflect the level of service we aim to provide. Please know that we take client feedback seriously and carefully evaluate any unfavorable experiences. We have reviewed your case, 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
Date:03/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i placed an order with Tory Burch online 3/4/25 using Afterpay. Just to be clear - this is not an After pay issue. I promptly returned the shoes because they didn't fit. They were received on March 12th. I have been in contact with them three times to see when my account would be refunded since Afterpay will continue to charge me since Tory Burch has not refunded me. Managers and customer service refuse to help me and tell me I have to wait 14 days. They have the product, I don't and I will continue to get charged because of their refusal to help. I have called, texted and spoken with *******, Maraisha and ***. I should not have to wait to get my money back. I have been hearing that Tory Burch is doing a very bad job with customers and returns.
Business Response
Date: 03/18/2025
Hello,
We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide. Please be advised we take our client's feedback serious and we thoroughly review our clients ' not-so-favorable experiences. Please be advised all returns must take the required time to process of up to 14 business days. We would not be able to process this quicker. Some returns to process sooner at which if this is the case, you would receive an email one it has been completed. You can also find this information on our website as well as we make sure to have it there for all clients to review. You are welcomed to reach out to AfterPay to see if they will be able to put a pause on your payments since the return is processing.

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

Thanks,

Tory Burch Client Services

Customer Answer
Date: 03/21/2025
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. However, I will not be shopping with Tory Burch any longer. Their policies on this are ridiculous.

Thank you for all your help

Sincerely,

***** ******* *****
Initial Complaint
Date:02/19/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My items was an exchange shown to be delivered, however they left my package in the mail room not at my apt door. When I went to collect it package is no where to be found,Now tory is telling be that package was delivered.But was never delivered at my door and is refusing to replace my order.
Business Response
Date: 03/04/2025
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 *************** team.

Thanks,

Tory Burch ***************
Customer Answer
Date: 03/18/2025
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:

Good afternoon,

My package wasn't successful deliver, it was left in the mail room, not at my Apt if it was successful deliver please provide proof that it was delivered by hand to me or that I signed.

My package was left in a public area not in my mailbox and not at my Apt door, no contact was made in attempt to reach me and informed me that deliver person were at my door or on their way therefore this deliver was not successful.

I am hereby requesting a refund or replacement. Thank you.

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

Sincerely,

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

Business Response
Date: 04/02/2025
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 *************** team.

Thanks,

Tory Burch ***************
Initial Complaint
Date:02/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Tory Burch ******* shoulder bag end of 2019, Covid happened so we didn't travel and I didn't get a chance to use the bag. This past December, we went to ********** and I used the bag for first time. The corners wore out, back pocket wore. The bag looks like its been used everyday. I used it for 2 days to ********** and one day *****************. I never put it on surface, kept as crossbody on me. I contacted customer service, they basically said, tough luck, we can give infomation for a repair place in ** but I'm responsible for repair bill. I asked her are these bags made of such cheap leather that it won't last 3 days. I didn't want money back from them, I just wanted to repair or replace the bag. It's not cheap bag, I should be able to use it more than 3 days without it getting damaged. I babied that bag for the time I carried it. I wasn't man handling it.
Business Response
Date: 03/04/2025
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. Our internal team has determined that the damage was a result of natural wear and tear. If you need further assistance please contact our *************** team at ************.

Thanks,

Tory Burch ***************
Customer Answer
Date: 03/07/2025
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:

Unless this bag is made out of paper thin leather it should be be in this condition for first time use. I never used until December 2024. I kept it on my personal, did not put it down or any hard surface. I expect better quality bag when you retail price if over $500. I used it 3 days for Disneyland trip and it looks like trash. I can't imagine that's quality of the bag that retails over $500. I have used bags for months, ( Coach and ******* ****) and did not look like that and I used those to run errands. This is bad quality product. This was my first Tory Burch bag and I purchased another one after which hasn't been used. If your bags are not meant to be used then you need to make consumers aware that these bags are for show only and not for use. A quality leather bag can't wear like that. Its not normal ************ Its poor quality bag.

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

Sincerely,

******** ******
Initial Complaint
Date:02/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue is that I made two purchases from Tory Burch and one of them was supposed to be delivered today but the delivery driver dropped it off at the wrong address. The picture that was sent to me as proof of delivery was from his car which he had taken and when I tried to contact the delivery support chat theyre telling me the driver cannot retrieve the package. So now I am out money and my package and someone else has it now and theres nothing that can be done about it. When I tried contacting Tory Burch all they could tell me was that I would have to file a claim and someone would get back to me in 8-10 days for a resolution. That is absolutely ridiculous they already know from their notes that the package was delivered to the wrong address and they couldnt give me a refund right away I have to wait 8-10 days for them to do an investigation??? I am extremely upset and out of money and my package as well.
Business Response
Date: 02/13/2025
Hello,
We genuinely apologize for the inconvenience you experienced with your recent Tory Burch order and the initial delivery. We will escalate this issue with the carrier. We're also disappointed that the items did not work out for you, leading to your return.
Please note that once we receive your package at our distribution center, it may take up to 14 business days to process your return before your refund is initiated. You will receive an email notifying you when we have received your package, followed by another email confirming that your refund has been processed. Additionally, your banking institution may take extra days to process and post this transaction to your account.
After receiving your refund confirmation email, please allow up to 5 additional business days for the credit to appear in your account.
Thanks,
Tory Burch Client Services
Initial Complaint
Date:01/29/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to file a formal complaint against Tory Burch regarding their failure to deliver my order and their refusal to resolve the issue through either a reshipment or a refund.I placed an order with Tory Burch on Dec 28th, with the order number *********. However, despite waiting well beyond the expected delivery timeframe, I have not received the item.I contacted their customer service multiple times to resolve this matter, but they have refused to either reship the order or provide a refund.This has caused significant inconvenience and frustration, as I have already been charged for the order without receiving the product. I believe this is unfair and goes against consumer rights.I kindly request your assistance in mediating this issue to ensure that I either receive the product or am refunded the full amount promptly. I have attached all supporting documents, including the order confirmation and any correspondence with Tory Burchs customer service team, for your review.Thank you for your time and support in resolving this matter. Please let me know if you require any additional information from my side.Sincerely,
Business Response
Date: 02/13/2025
Hello,
We sincerely apologize for the inconvenience you faced with your recent Tory Burch order. After reviewing the results of the carrier's investigation, we confirmed that your package was not successfully delivered.Consequently, we have approved a refund for you. Your refund of $228.87 has been initiated. Please allow 3 to 5 business days for the refund to appear on your bank statement, depending on your financial institution.

Thanks,
Tory Burch Client Services
Initial Complaint
Date:01/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 1, 2024, I purchased four items from the Tory Burch official website for a total amount of $566.08. The package delivered on December 4, 2024. However, I never received the package.I immediately contacted Tory Burchs customer service to report the issue and requested a refund. Unfortunately, their response was both unhelpful and dismissive. They refused to process a refund and insisted that I contact *** directly.I made attempts to reach *** but faced significant barriers due to their phone-only customer service system. As a non-native English speaker, I am unable to effectively communicate via phone. I requested that Tory Burch provide an email or text-based contact for ***, but they failed to assist and repeatedly told me to handle the matter on my own.Over the course of nearly two months, I have exchanged no fewer than 20 emails with Tory Burchs customer service team, but the issue remains unresolved. Despite my efforts, they have refused to take responsibility for ensuring that the items I purchased are either delivered or refunded.I would like to emphasize that under U.S. consumer protection laws, businesses are responsible for ensuring that goods are delivered to the purchaser. According to [insert specific law, such as the Uniform Commercial Code or FTC guidelines], the seller bears the risk of loss until the goods are delivered to the buyer. By refusing to address this issue and shifting the burden onto me, Tory Burch is acting in violation of these legal standards.I respectfully request BBBs assistance in resolving this matter. I demand an immediate refund for the missing package totaling $566.08. I also urge Tory Burch to revise their policies to better assist customers in similar situations and ensure compliance with consumer protection laws.Thank you for your time and support in this matter.
Business Response
Date: 01/23/2025
Hello,
We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide We have received a reply from our carrier ********************** to inform that they have closed your claim ct9d46v79mtocvhn9q4g for order ********* as they have not been able to contact the receiver.
In order to move forward with the investigation process and obtain a resolution we encourage to you contact the carrier and re-open your claim for the merchandise not received.

Thanks,

Tory Burch Client Services
Customer Answer
Date: 01/24/2025
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]
Dear Tory Burch Client Services,

Thank you for your response. However, I must emphasize that under U.S. consumer protection laws, including the Uniform Commercial Code (UCC) and the ************************ (***) guidelines, the seller bears the responsibility to ensure that the purchased goods are delivered to the buyers hands.

I made my payment directly to Tory Burch, not the shipping carrier. Therefore, the contract of sale is between me (the buyer) and Tory Burch (the seller). If the package was lost during transit, it is not my responsibility to liaise with the shipping carrier to resolve this matter. Instead, it is the sellers obligation to handle all logistics, including filing claims and resolving issues with the carrier, to ensure the goods are delivered or the matter is otherwise resolved.

I kindly request that you take the necessary steps to either provide the purchased item or issue a refund as soon as possible. I look forward to hearing your resolution to this issue promptly.

Best regards,
***** **

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

Sincerely,

***** **

Customer Answer
Date: 02/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********

Thank you for your response regarding my complaint. However, I would like to address several important points and provide further clarification on my situation.

Firstly, I am currently outside ***************** and will not return for the next two months. During this time, it is not feasible for me to be available for communication with **** especially considering the time difference. *** typically contacts me at around 3 AM my time, and as a person with a hearing impairment, it is difficult for me to effectively communicate by phone, especially in English. This makes it impossible for me to follow up with *** as requested.

Secondly, according to both U.S. federal law and California state law, it is the responsibility of the seller (in this case, Tory Burch) to ensure that goods are delivered to the customer, even if the tracking shows the package as delivered. If the goods are lost, stolen, or misdelivered, the seller remains responsible for ensuring the customer receives their order, and the burden should not be shifted to the consumer.

Relevant legal principles include:
1.Uniform Commercial Code (UCC) Article 2 (Sales): Under U.S. law, even if the package shows as delivered, the seller remains responsible for delivering the goods to the customer. If the goods are lost or misdelivered, the seller is still liable for providing a solution to the customer, either through a refund or replacement.
2.California Civil Code - Section 1723: According to California Civil Code Section 1723, sellers are responsible for ensuring that the goods purchased by consumers are delivered to the correct location. If the goods are stolen or misdelivered, the seller must take responsibility for the loss and provide a resolution, including a refund or replacement.
3.California Commercial Code - Section 2313: This section requires that the seller provide goods in conformity with the contract. If the goods are lost, stolen, or misdelivered, it is the sellers responsibility to resolve the issue and ensure the consumer receives their purchased items or a refund.
4.************************ (***) - Mail, Internet, or Telephone Order Merchandise Rule: Under the **** rule, if a package is shown as delivered but the consumer does not receive it, the seller must still provide a resolution. The seller cannot use the delivery status as an excuse to avoid their obligation to provide the goods or a refund.

As I have already paid Tory Burch for the products, and the failure to deliver the package is not due to any fault of mine, I am requesting a full refund for my order. I should not be held accountable for the logistical issues between your company and the delivery service.

I trust you will take this into consideration and process my refund accordingly. Please confirm how you will proceed with my request.

Thank you for your understanding and prompt attention to this matter.

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

Sincerely,

***** **

Business Response
Date: 03/04/2025
Hello,

We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide. Please be advised we have reviewed your order and partnered with the carrier. As previously advised in December. We have received a reply from our carrier ********************** to inform that they have closed your claim ct9d46v79mtocvhn9q4g for order ********* as they have not been able to contact the receiver.

In order to move forward with the investigation process and obtain a resolution, we encourage you to contact the carrier and re-open your claim for the merchandise not received.

Thanks,
Tory Burch Client Services

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Tory Burch, LLC is NOT a BBB Accredited Business.