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I had heard that Tory Burch had notoriously bad CS, but never believed it was this bad until now. I had a pair of boots I got a little over a year ago as a gift and never wore them. When I put them on and wore them around my apartment for 5 minutes, the zipper up the back of one broke.
I had this issue with a pair of booties that were worn only once about two years ago that zipped up the back and returned them (CS was very unapologetic).
I called CS and was told to contact the boutique and/or email CS. I tried to contact CS and the number didn't work. I emailed CS and it took over a week for them to respond (they send an automated email reply after you email them stating that you will hear back in 72 hours). Phone CS was awful and up until the third time, I never received a customer #. The third CS agent even apologized because the first two did not follow procedure. Finally I received an email saying to send them back with proof of purchase and other information:
ear XXXX,
Thank you for contacting Tory Burch with regard to your damaged item. We apologize that your item has not worn as expected. Please send the item to us so that we can assess the damage and determine if it is repairable.
Please make sure to use a shipping service which provides tracking; such as UPS, FedEx, US Postal Service etc. for your package. This information is best kept on hand, for reference. Our mailing address is:
Tory Burch, LLC
Attention: Repairs
50 Middlesex Avenue
Carteret, NJ 07008
When mailing your item, please include your complete contact information: name, address, telephone number, proof of purchase; credit card statement or receipt, as well a detailed description of the damage.
Please do not include shoe boxes, as we cannot guarantee their return.
Please feel free to contact us at 1.866.480.TORY (8679) or reply to this email if you need additional information.
Best Regards.
Tawana
Tory Burch Customer Care
[protected]-TORY
[protected]@toryburch.com
I emailed them to tell them that I didn't have a receipt as they were a gift. They responded five days later to tell me it was okay. In the meantime, I was able to return them to Neimans because my mom is a cardholder and even though we didn't have the receipt, they used to carry the boots.
I thought that I would email TB to tell them I would not be returning them. I was not crazy about having to pay for shipping and insurance. Additionally, based on the CS I had received thus far I was hesitant that they would be repaired or replaced (zipper teeth came off and the zipper was off one of the tracks) and that it would be done in a timely manner. I was also afraid communication with CS would be a problem if there was an issue. Before I could send an email, tonight I got the following email:
Dear XXXX,
We are sorry for the trouble you are experiencing with the bag. We want to inform you that you will need to return the item back to the store where it was purchased. Unfortunately Items purchased at department stores or at any other store selling Tory Burch merchandise cannot be returned to toryburch.com. Again we apologize for any inconvenience this may have caused.
Please feel free to contact us at 1.866.480.TORY (8679) or reply to this email if you need additional information.
Best Regards,
Lillian
Tory Burch Customer Care
I responded with the following, however I doubt I'll hear back:
Hi Lillian,
I am not having problems with a bag. I was having an issue with a pair of boots (I sent pictures of the boots). I do not know where the boots were purchased as they were a gift that I decided to keep until my current pair of brown boots wore out. I gave all this information to Customer Service both on the phone and in my emails. After over 1 week and three customer service calls during each of with I received conflicting information, someone emailed me to tell me to ship the boots so that repair or replacement could be decided. I have decided not to ship them to you for repair or replacement based on the poor communication and customer service I have received thus far and the fact that I would have to pay for shipping and insurance to send these boots to you.
Aside from all of this, I'd like to point out that on Tory Burch's website (http://www.toryburch.com/Faq/cs-faq, default, pg.html) it states the following:
Tory Burch is happy to handle repairs (free of charge) which result from a manufacturing defect. However, we cannot handle repairs that are the result of normal wear and tear.
If you believe that there is a defect in materials and/or workmanship, for fastest results you should return the item to the place of purchase. If you wish to have us repair your item, contact Tory Burch Customer Service by phone at 1.866.480.TORY (8679) or by email at [protected]@toryburch.com for instructions on how to return the item to our offices for inspection. We will repair or replace your item free of charge if we determine, upon inspection, that the damage is due to a manufacturing defect. Typical turn-around time is three to four weeks.
The way it is written leads one to believe that regardless of where they are purchased, if there is an issue, Tory Burch will take care of it.
I own over 30 pairs of Revas and numerous other Tory Burch heels, sandals, and boots. I have a number of Tory Burch clutches and at least 60 pieces of Tory Burch clothing. I can say with 100% certainty that after this experience, I will never be purchasing from Tory Burch again. The customer service I have received has been horrible. Your email has confirmed that I made the correct decision in deciding not to ship these boots to you. I have all of the emails to confirm that I was told to ship these boots to Tory Burch if you would like verification. In my three phone calls to customer services, only the third gave me a customer number.
My mother relayed my Tory Burch customer service story to Neiman Marcus and because of her card level, the fact that they used to carry the boots, and out of sympathy, I was able to return the boots to them, but for less than the retail value that was paid for them.
I am appalled by Tory Burch Customer Service and the contradicting information I have been given each time. For a company that is trying to market itself as a "luxury company" one would expect far better service.
One additional note, the 0010 number for the Chicago store listed on your website was disconnecting immediately when I called it. I know that they just switched stores so perhaps they changed phone numbers. You may want to check that it is still working because when I had this issue I was unable to contact the boutique as I was advised to do so by a Customer Service representative.
Thank you,
XXXX
I have read numerous places that their CS is terrible. I will not be purchasing from them anymore. My question is what if I had already shipped them? I would probably be SOL and have to cross my fingers that I would have even gotten them back.
I would advise anyone purchasing Tory Burch to do so from a department store because that way you are covered if any issues occur because dealing with Tory Burch CS is awful.
The complaint has been investigated and resolved to the customer’s satisfaction.
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Yes! I've also had a bad expiriance with Tory burch CS I purchased a Tory burch iPhone case at did poorly at protecting my phone. I did have the recipt but I was not able to return it at the store I had to send it in and wait about a month or so to reiecive an e-gift card I was told they'll place a new order of flip flops for me that we're on sale but 3 days later I get an email that they cannot place new orders. Once I recieved my gift card I waited about a month or so to use it at a Tory burch outlet store that I drove nearly 3 hours too. Ofcorse the gift card did not work though it clearly showed on the register that the funds were there the computer was not able to accept it. Tory burch CS was not able to do anything for 4 days. I winded up buying the items for full price with cash because I drove so far. Tory burch CS did nothing they offered me a20% off which basically covers tax and shipping. When I finally decided id order a few gifts online I used the 20% and was then charged TWICE as if I places 2 purchases. CS had nothing to say theytold me to contact the bank though they were the ones who processed it twice ! Once I continued calling they said the department In charge of funds was closed and that the money should be cleared soon. They cannot give me a date and they just dont care. I can't even cancel my order. There CS sucks and there items aren't even worn the price they are very cheaply made ! TORY BURCH NEEDS NEW SOLUTIONS !
I've also had very bad experience with Tory Burch boutique customer service today. I bought one pair of Amy pumps, one pair of Carolina Ballet flats, and one pair of Lizard Print Miller sandals in the boutique exactly a week ago. When I go home and had a chance to really look at the products, I realized that the uppers of the Miller seemed to have been worn. They looked kind of dirtier than the lower parts to me. Of course I felt very uncomfortable, and I decided I should not feel this way about something that cost that much. After trying on the other two pairs around the house, my feet started to ache. I decided to bring all three pairs back to the store for full refund. The manager of the store told me that they could not accept products that had been worn, even though I informed her that I had just bought them last weekend. Since I work during the week, I could not bring them back the moment I found out I was not satisfied with the products. She insisted that she "could not sell a worn product to another customer"; however, she could keep them and give me store credit (WTH?). I did not want any Tory Burch products at that moment, or maybe any time in the future, because I did not feel like their CS. I asked her for full refund only, but she was determined to give me store credit. That does not make any sense to me, and was a way to RIP ME OFF when I did not want any of their products. I'm not at all happy with Tory Burch CS, and this was the first and the last experience I'll ever have with Tory Burch.
Dang! I didn't have bad customer service at all. My boyfriend bought me a TB Robinson Triple Gusset Cross-body purse for my birthday in 2012. The strap broke on the purse after a year of occasional wear. I emailed TB CS Team. They replied stating that they need a picture of the receipt and the actual damage. After I sent both of those pictures, they asked for my contact info. (Name, number, address, etc.) They then sent me a shipping label. After I got off work, I printed the label and went to the UPS store. There, I paid like $7 to ship the purse. After TB CS Team received my purse they sent me this email;
Dear ______,
Thank you for contacting Tory Burch and for providing us with your item. We sincerely apologize that your Tory Burch Robinson Triple Gusset Crossbody Bag has not worn as expected. After careful assessment our Repairs team has found that the damage incurred to this item is not repairable. We would be happy to exchange your Robinson Triple Gusset Crossbody Bag for an alternate style. Below you will find the link to our crossbody selection. Please reply to this email with the handbag style number and color of choice, so we may process your replacement .
They sent about 4 links of purses that I can get! I was so happy. Maybe they've improved in the past 2 years.! Who know?
I have bought the shoes last week. I was so excited about it since it is super cute. When I started wore it to my office. It was REALLY HURT my foot so bad. I got swollen on both Toe and finger nail. so I took the shoes back to the shop and return it. but they refused to return it. I even showed them my foot and they said sorry that hurt my foot but there is nothing they could do. Since the policy is only can return the stuff that can be resell. They told me to call customer service. I have called customer service and the customer service appologize for the incident and will passed to the retail mangament for me. I wait for 5 days then someone called me and ask me what happen and then said we are so sorry about your foot and shoes that hurt you but our policy is only accepts the return that CAN BE RESELL. They said I will have to keep the shoes. they ask if I would like to buy another shoe and they will give me discount. I refused and say I will never buy the shoes from you again. My lesson for this is Tory burch only care about making money not customer. As the whole time they keep said sorry that the shoes hurt my foot but we only can return the product that can be resold. If i ever know that the shoes will hurt me I will never buy the shoes! Now I am learning my experience, and I want to share my experience to everyone before spending $250 on this shoes.
I ordered a pair of sale post earrings, still paying $60 for them, and all I can see is that they’re on “backorder.” I expect this kind of ridiculousness on $20 sale items from Anthropologie, but NOT from Tory Burch, when I ordered those as a gift!
I would have liked at least an email to have found out they’re on backorder, because after about 6 days I had to go check the status myself!
I’ve literally waited 3 months for some anthro items to ship when I’ve really wanted them, but I’m not doing this with a $60 pair of posts. It’s just unnecessary to do this to loyal customers. I usually buy posts at the outlet, which many of have been defective. Choosing to order from the website hasn’t done me any bit of difference, which is also surprising and frustrating. I just want the earrings to ship!
I wish to know that how can a brand call world luxury with such a bad quality product?
I bought a bag at November 2021 , and the linner of the bag start peeling after few months at march of 2022.
I going back to the klcc outlet that is the place I bought , they told me is the problem of my usual and just surprised the sale person that your bag is no Artur in real leather ... Your bag is using PU ...
So as customer after reading your article and believe all your products is a luxury Morden finished leather. But the true is ... PU so what the point that I'm buying your bag?
Tory Burch very bad Customer Service I bought leather bag just a year back and it started peel off and I went to the store for repair or exchange and manger said they can’t do anything very bad really very disappointed I m not going buy anything from Tory Burch ever again. Please don’t buy anything from Tory Burch .