Tory Burch
Reviews and Complaints

I have experienced the unpleasant side when dealing with online ordering that I wanted to bring to your attention. This has been a source of frustration. Customer Service has always been very helpful, but it seems that the backend processes leave something to be desired.
Back in June, my husband ordered a Roslyn satchel as a birthday gift for me. The agent he spoke to helped him locate the only piece available in an out-of-state store and had it shipped in 2 days - just in time for me to take it on our trip. He received the receipt for the purchase in the mail the next week, which showed that we had been charged $50 more than the price on the tag. After a quick phone call it was easily resolved, although it was strange that this would have happened in the first place.
Fast-forward to Black Friday. My husband told me to order whatever I wanted as a Christmas present. I placed an order for a matching Roslyn wallet and an Ally Satchel for myself, taking advantage of the sale. ( order number 777xxxxxx). 12 days later, I had not heard anything regarding my order which was very odd as I had received everything else I had bought from different merchants on that day. I spoke to an agent who couldn't tell me what the delay was yet assured me I would be contacted by the procurement / warehouse department. That was the first issue. Customer service should be able to tell me the status of my order instead of relaying to me that "it's in queue to be fulfilled". I was given no timeline for delivery.
That same day I receive an email saying "Dear xxxxxx, Thank you for your recent order with Tory Burch.com. Unfortunately we are unable to fill a portion of your order and have had to cancel the ALLY SATCHEL - FOSSIL/FIG/BROWN, Size: OS. We sincerely apologize for any inconvenience we may have caused. Thank you again for shopping at http://www.toryburch.com/"
There was no indication in this email of the following:
1) When my other item ( Roslyn Wallet) was going to be shipped, ( if it was even available at all)
2) What my other options are since the bag was supposedly out of stock. ( something like a 20% discount will be given to make up for the inconvenience.)
3) How the item was sold out when I placed my order at noon on black Friday and the item was still available on the site until at least that same night. Was it that those who chose express delivery received their products even if they have ordered after me?
4) Any consideration for a customer who really wanted the item.
At the insistence of my husband ( he could see I was getting very annoyed ) I logged onto toryburch.com to find something else I liked, and guess what, the exact same Ally Satchel was listed for purchase. Now how is it that within 5 minutes of received the "out-of-stock" email, the item suddenly became available?
I called customer service and could not get any explanation from the agent or her manager as to how this could have happened. If I had placed an order at the point for the same bag at full price I probably would have received it. The Manager Maria tried to assist by locating the bag in a Las Vegas store and honouring the same discount I had received. It should be here in 2 days, but let's just see. If I don’t receive the items by early next week, I'm planning to cancel my order and going forward will not be ordering this brand. My husband had also requested to expedite the delivery of the wallet. I had handed him the phone to talk to the representative after it became very clear I was not going to get any answers. Being 35 weeks pregnant, the situation wasn’t ideal. 2 days later, my wallet order had been cancelled. No explanation, no communication. WONDERFUL.
I was left with a very bad taste in my mouth. For a luxury goods company, this is truly not the service or the infrastructure I had expected to be in place with online ordering. After examining our credit card statement it looked like 2 days after we made the purchase, we were only charged for the wallet, which led me to believe that perhaps at that point the bag was out of stock already, but that was not communicated to me until I had inquired. Why is that? Is it that the company is getting too big to handle the orders? Or that the popularity of the brand has led to a decline of customer service? Furthermore, when I put in my order number and zip code to see the status of my order, it shows that I had ordered 2 ALLY satchel bags, when the email confirmation I received shows I only ordered 1.
My experience with online ordering on Toryburch.com has been most unpleasant and I can imagine other loyal customers with similar situations feeling let down by the brand that they have invested a lot of emotion and time in, not to mention finances. If I wanted the items that badly, I would have to call and order it directly from the store, and pay full price. After this experience, I guarantee I will not be buying this brand anymore.When I have spent so much money, I do not expect to have to "beg" for it. Stick to another brand, you'll be glad you did!

It happened to us too. We bought approx. $8, 000 worth of goods from them and when we went to exchange some bags which had scratches the shop totally ignored as if we dont exist (wouldnt even come close to talk to us). They were so rude that we were feeling so ackward in their place and we left in a hurry. We found an error in the transaction and called up their 1-800 number. Even after 2 days no calls were ever returned and basically were ignored. If you have an alternative, I would never recommend this brand. They are very cheap, rude, and dont care about customers at all.