Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item was delivered in an open area of the mailroom. It was left on the counter instead of the lockers or in front of my door. I never received the package. It was stolen.

  Business response

  01/07/2025

  Hello,

  We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. Upon receiving the findings of the carriers investigation your claim was approved. As such, we have refunded  your order . If you need further assistance please reach out to our *************** team.
  
  
  Thanks,
  
  Tory Burch *************** 
  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #********* I bought a pair of shoes and a purse. When package received, the box was not damaged. However, when I opened the box, there was only the purse, no shoes. I have reached out Tory Burch several times but they refused to admit its their problem. Its very simple. I didnt get what I paid for. Its very frustrating to spend my money but only get half of the goods, and then I have to waste my time going back and forth arguing.

  Business response

  01/07/2025

  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. We appreciate your patience during the investigation process. 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.

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

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I didn't receive the package from ToryBurch, And they say the package is delivered successfully and I can't see any proof of the successful delivery. I ask for a refund, and they reject. They say the package is delivered successfully by ****** so I can't get the refund.

  Business response

  01/07/2025

  Hello,

  
  We apologize for your recent experience with your Tory Burch Order.  Per shipping address on your order a third party shipper was used for your order per our policy: Tory Burch customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages.
  

  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to leave a review about your warranty service, which forced me to put my all-time favorite backpack in the back of my ********* Aug 2024, I visited the Tory Burch Clarksburg Outlet to ask if they could replace the clasp on my pink Tory Burch backpack. This backpack was my absolute favorite - beautifully made, with a soft powdery pink color that was perfect for summer. I received countless compliments whenever I wore it. Unfortunately, the clasp, made of poor-quality material, became scratched and peeled after less than a year of use (4 months of active wear, as I used it seasonally).The store associate reassured me that the bag could be sent to Tory Burchs repair service and that they would likely replace the clasp. I was relieved and left the bag in their hands. A few weeks later, I received a call that my bag was ready, and on Sep 8, 2024, I went to pick it up.When I opened the bag, I was shocked. The clasp hadnt been replaced as promised. It was only partially polished, leaving it even more scratched, and the top part was untouched. Worse, the repair team added a stronger magnet to the existing clasp instead of replacing it, and in the process, spilled glue on the bag.When I raised these concerns, the store associate explained there was nothing they could do because my one-year warranty had already expired. I was incredibly upset - after driving to the store twice, my favorite bag was returned in worse condition than before.I dont understand how something like this happens with a brand like Tory Burch. How could the repair team fail to protect a bag from glue stains or deliver a proper repair?At the time, I was so disappointed that I decided not to reach out, expecting it would only lead to frustration without results. However, finding the bag in my closet reminded me of how upset I still am. I hope you take this feedback seriously and improve your repair process, so no one else has to go through this.

  Business response

  01/09/2025

  Hello,
  
  We sincerely apologize for your recent experience with your Tory Burch purchase, as it does not reflect the standard of service we aim to provide. Please rest assured that we take client feedback seriously and thoroughly evaluate any unfavorable experiences.A member of our Retail Leadership team will reach out to you shortly for further assistance.
  
  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding an issue with an order I placed with Tory Burch (Order #*********). The order included two pairs of sandals, two different watches, a bag, and a sweater. However, what I received was incomplete and incorrect. Specifically:I received only one sandal instead of two pairs.I received two of the same watch instead of the two different watches I ordered.The bag and sweater were correct.Upon noticing the discrepancies, I immediately reported the issue to Tory Burch, providing detailed photos of the items I received. I was assured that an investigation would be conducted and that I would receive an update. However, after waiting for their response, I received an email stating that the claim was declined. I am extremely dissatisfied with this outcome for several reasons:The mistake was clearly on their end: The items shipped were incorrect and incomplete.I provided clear evidence: photos of the received items were sent, proving the discrepancy.Lack of accountability: Tory Burch not only declined my claim but also failed to offer any resolution or corrective action. They did not even propose reshipping the correct watch to **** am seeking a resolution to this matter. I request a full refund for the missing item (Patos Mismatched Heeled Mule Style #******) and the incorrect item, which has already been returned.Tory Burch is a reputable brand, and I expected better customer service and accountability. I hope that with the BBB's assistance, this issue can be resolved promptly and fairly.

  Business response

  12/30/2024

  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. We appreciate your patience during the investigation process. Please be advised 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.
  
  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 

• Initial Complaint

  12/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  i am sorry that i didn't find a way which can file a complaint to the outlet store, so i have to be here to write the terrible experience from outlet store loated ***************************************************I placed a order #********* for 3 ***** ***** top handle bags from Tory burch OPRY ***** outlet store on November 26th thougth the text, my shipping address *******************************************************************************************************!, and the tracking number is ************ But the packagewas delivered by NEWARK in final! Please notice that my shipping address is ********, not ******, one is west of map, another is east of map!! It's a long distance between them, I can't possibly receive the package at all!!!!my package is lost!!! I have contacted the tory burch outlet store many times, I asked that they recheck the right tracking number on their store system, but they refused to repond this matter. the sale's attitude is too bad, and the manager of the store always is out of store, nobody can process this issue for me , they don't care if the customers can recevie their package!!!Please! Please help me, It was a terrible experience!!!The order information ******************************************* ******** ********************************************************************************************* The relevant files are attached.

  Business response

  12/30/2024

  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 that we take our clients'feedback seriously and thoroughly review their not-so-favorable experiences. A member of our leadership team will contact you with an alternate resolution.
  
  
  Thanks,
  
  Tory Burch Client Services 

  Customer response

  01/03/2025

  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.
  
  Sincerely,
  
  ******** **
  
  
  
   
  
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The carrier delivered the package to an unsecured location despite clear delivery instructions, and the package was stolen before I got to it. Delivery instructions were clear. I have not received the order and Tory Burch wont do anything to rectify it.

  Business response

  01/07/2025

  Hello,

   

  We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. Upon receiving the findings of the carriers investigation your claim was approved. As such, we have reshipped your order . If you need further assistance please reach out to our *************** team.
  
  
  Thanks,
  
  Tory Burch *************** 

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two handbags in my order *********, but only received the * monogram bucket bag in the package, with the ******* ****** clutch missing. I contacted customer support multiple to address this issue and was declined for any resolution by the excuse that every item is inspected thoroughly in the fulfillment center before shipping. I also filed a missing item claim on the Tory Burch website, only to receive an update today stating that no resolution could be provided because the package was marked as delivered. *his response completely disregards the nature of my complaint, which pertains to the missing item within the delivered package, not a missing package ********* the seller, Tory Burch retains responsibility for ensuring that the items ordered are delivered in the condition and quantity purchased. Customers reasonably expect that the products they purchase will arrive as advertised and complete.*his experience has been frustrating, and I feel that my concerns have not been appropriately addressed. As a loyal customer, I chose ********************** for the quality of both its products and service. Addressing this issue fairly strengthens customer trust and reflects positively on the brand's commitment to customer satisfaction.I expect better communication and accountability when an issue arises with an order and kindly request the following actions:Immediate resolution by providing a refund for the item.Improved clarity and responsiveness in addressing customer complaints to prevent similar misunderstandings in the future.I trust that Tory Burch values its customers and will take swift action to resolve this matter. I look forward to your response and a satisfactory resolution.*hank you for your attention to this issue.

  Business response

  12/19/2024

  Hello,
  
  We apologize for your recent experience with your Tory Burch Order.  Per shipping address on your order a third party shipper was used for your order per our policy: Tory Burch customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages.
  

   

  Thanks,
  
  Tory Burch Client Services 

  Customer response

  12/25/2024

  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:

  [Your Answer Here]

  Thank you for your response regarding my missing item inquiry. While I appreciate your explanation about the policy regarding third-party shipping services, I must respectfully request that this matter be reconsidered for the following reasons:
  1. Responsibility for Fulfillment:

  As the seller, Tory Burch retains responsibility for ensuring that the items ordered are delivered in the condition and quantity purchased, regardless of the final shipping address. Customers reasonably expect that the products they purchase will arrive as advertised and complete.

  2. Proof of Loss

   

   

  The fact that the missing item was identified upon delivery to the third-party address further supports that the error occurred during the fulfillment and shipping process, not after the package left your possession.

  3. Customer Relationship and Trust:

  As a loyal customer, I chose ********************** for the quality of both its products and service. Addressing this issue fairly strengthens customer trust and reflects positively on the brand's commitment to customer satisfaction.

  I kindly request that you review this matter once more and provide a resolution, such as a replacement for the missing item or a refund. I am confident that Tory Burch values its customers and strives to uphold its reputation for excellence.
  Thank you for your time and understanding. I look forward to your response.

   

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

  
  Sincerely,
  
  ****** ****
  
  
  
  
   
  

  Business response

  01/07/2025

  Hello,
  
  We apologize for your recent experience with your Tory Burch Order.  Per shipping address on your order a third party shipper was used for your order per our policy: Tory Burch customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages.
  

  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  12/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I informed the company that the delivery they sent me only included one instead of the two items I ordered. There was no way for the second pair of boots to fit into the delivery box so Im left to surmise that the company didnt fulfill the order. I reached out to the company and their only response was that they cant help me and they wont send me a refund. Essentially, they stole over $300 from me.

  Business response

  12/19/2024

  Hello,
  

  We sincerely apologize for the experience you had with your Tory Burch order. Thank you for your patience while we conducted our investigation. We would like to inform you that our warehouse review has confirmed that all items were shipped as part of your order. Based on these findings, we regret to inform you that we are unable to offer a refund or replacement. If you require further assistance, please don't hesitate to reach out to us at **************, and a Tory Burch Client Specialist will be happy to assist you.
  

   

  Thanks,
  Tory Burch Client Services 

• Initial Complaint

  11/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  October 26, 2024 Order #********* I buy 6 bags $1,685.60 But i only receive 3 bags Tory burch monogram mini bucket bag color:tory navy lost 2 Tory burch t monogram bucket bag color:tory navy. Lost 1

  Business response

  11/20/2024

  Hello,

  We sincerely apologize for the issues you've encountered with your Tory Burch order. According to the shipping address provided, a third-party shipper was utilized as per our policy: Tory Burch customers who opt for third-party shipping services are responsible for any applicable duties, taxes, and shipping charges. Tory Burch cannot be held liable for any damages caused by a third-party shipping service or for lost items or packages.
  

  Thank you,
  Tory Burch Client Services

*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. ↩