Tory Burch

Revdex.com:
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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I was told UPS will pick up the bag I have and they will exchange the bag for the Ella Nylon tote in Navy Blue. The representative I talked to was named Lenore and her direct number is ###-###-####. Thank you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved (pending discount as promised). 
Sincerely,
[redacted]

Attempted to call customer but was unsuccessful - left him a message to return my call for an apology of the delay.  Shipped out complimentary [redacted] and gift message card, in addition to a box of complimentary Note cards. Should be receiving these items tomorrow.Thank you[redacted]

Dear [redacted], I am happy to learn that our Customer Care Team Lead resolved this matter for you.  Typically, if you cancel an order, the pending payment authorization(s) must be released by [redacted] or the financial institution.  I apologize for any...

inconvenience this experience has caused, and for the overdraft fees that incurred to your account. Please be assured that we have issued a credit at this time.  We will take this learning opportunity to improve our service in the future. Should you need further assistance, please feel free to contact us.Sincerely, [redacted]Tory Burch Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I appreciate being contacted by a representative by Tory Burch via phone a few weeks ago, explaining to me that I received a 'bogus' link, that still took me to the site and let me purchase the items at the discounted price, and that even after filing my complaint, that they would not honor the prices that I originally purchased the products for, even though it was their error, not mine. She offered me the 20% off code, and I told her that while I appreciated the offer, that I would not purchase the shoes I desired for any more than I had originally spent, and that it was no longer just about the price 'glitch' it was that I was blatantly lied to twice by Customer Service regarding the status of my order, and that it was irresponsible of them to 'cancel' peoples' orders without notifying them, for a mistake that was made by the company, not by the customer. She said that she understood my concern, but that there's nothing that could be done and I was not 'lied' to, I was 'misinformed' (which at this point, I'm not sure that there is a difference), and they would not be honoring the prices published that day. She said she would be sending me a TB coin purse for my troubles, which I have yet to receive, and at this point, don't really care about receiving, but it is just another time I've been 'misinformed' by a member of the Customer Service Team at Tory Burch. I realize that the result is not the direct decision of the representative I have spoken to, and I do not blame them, but Loss Prevention's handling of this matter has been appalling. There was a very fair and logical way for them to resolve these complaints, and their 'solution' further proves that they do not care about retaining their customers.This brand has lost a loyal customer, and I will continue to encourage my family and friends to join me in boycotting Tory Burch's products. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

This has been resolved, the manager of the boutique was in contact with the customer and the item has been replaced.[redacted]

Dear [redacted],
According to our records, we issued a refund to your [redacted] account on 7/**/2014 in the amount of $199.50.  The confirmation number is [redacted]. The refund transaction was declined by [redacted], which is not something that we have control over processing. At...

this time, we advise that you contact [redacted] directly for additional information.
Should you need further assistance, please feel free to contact us at [redacted] Customer.
Sincerely,
[redacted]
[redacted]

Dear [redacted],
Thank you for contacting Tory Burch Customer Care. We apologize for the confusion while contacting our Customer Care team. The refund amount was issued to the original Tory Burch Gift Card used on the order, (GC number ending in ..[redacted]). We will email you the full Gift Card...

number in a separate email in case you do not have that Gift Card any longer. You may redeem the gift card at toryburch.com or at any of our Tory Burch retail stores, at any time. 
We sincerely apologize for any inconvenience we may have caused.
 
Please feel free to contact us should you require additional information.
 
Sincerely,
Gina
Tory Burch Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],
 
Thank you for contacting Tory Burch. We are so sorry to learn about your recent experience while placing an order at [redacted]; please be assured that we are investigating this issue to improve our shopping experience. We understand that you spoke to our...

Customer Care team and that they were able to place a new order for the Britten Tote for a similar amount as your initial order.  We hope that you are satisfied with this resolution and we welcome you to contact us again should there be anything we can do for your in the future. 
Sincerely,
Gina
Tory Burch Customer Care
###-###-####

Very disappointed of the response from "customer" service of Tory Burch:
"[redacted]"
If you are wondering how much is a customer worth to Tory Burch: $26. Poor quality of shoes and they charge the customer for the repair!
#neveragaintoryburch

This is a copy of our response to [redacted] dated 11/**/2014:Dear [redacted], Thank you so much for contacting Tory Burch! We're so sorry for the delay you experienced in receiving your birthday code. Your birthday was not in our system, but we have just added...

it so that you will receive it on the first day of your birthday month next year. Please see below for your $50 birthday code and the exclusions that apply. Thank you so much and happy birthday! [redacted] Offer excludes Reva, Quinn and Serena ballet flats, the York Buckle Tote and York Small Buckle Tote, Fitbit and Fitbit Accessories, Beauty and Fragrance, Home, Flip-Flops, Watches, Pre-Order items, Private Sale products, Gift Cards, Tory Burch in Color book, Tory Burch Foundation products and other Charity Items, taxes and shipping. * Cannot be redeemed for cash. It is valid at any Tory Burch store or Tory Burch Outlet in [redacted] and [redacted], or at [redacted].* Entire promotion must be used in one transaction.* Order must contain $50 or more of non-excluded products to be eligible.* Not valid for Tory Burch employees.* Limited to one per person per year.* Tory Burch is not responsible for lost or stolen promotion codes, replacement codes will not be provided.* Cannot be combined with any other offer or used on previous purchases.* $50 gift will not be reimbursed if used on a purchase that is returned or exchanged.* Expires 11/**/14 at [redacted]. Best regards,[redacted]
[redacted]

Spoke to customer informed her birthday codes are not refundable and customer now understands how system works.  Also informed her will discuss her concerns with appropriate dept.  Also refunded customer for the shipping charge incurred on her returned order.  Customer is satisfactory with resolution. She will contact us if there is anything else we can be of service.  Thank you[redacted]

The customer was called and we apologized for the delay.  A replacement was processed and shipped on [redacted] trkg #[redacted].Thank you [redacted]

We are trying to contact [redacted] for her credit card information to proceed with issuing a refund.
[redacted] from the Bal Harbor store has tried calling [redacted] and has not been successful reaching her. I have also tried calling and emailing her on 4/**/2014.
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here is the copy of the email:
?Dear [redacted],
 
I recently learned about an issue you recently experienced while placing an order for the Tory Burch Qorra Tee and subsequently returning it to the Bal Harbor retail store. I would be more than happy to help expedite the refund to you in the amount of $47.50 to the oriignal form of payment. In order for me to process the refund, I will need your credit card information. It would be best to take this information by phone since email is not a secured method of transmitting credit card information. If you would kindly contact me at ###-###-####, I would be happy to take care of this for you – or if you prefer that I call you, please provide the best telephone number and time of the day to reach you.  In addition, I would like to extend a $50 Gift Card to you to replace the Rue La La promotion that you had originally redeemed toward order# [redacted]. Please accept this GC along with my sincerest apologies for the inconvenience we have caused you.
 
Looking forward to hearing from you soon.
 
Sincerely,
 
[redacted]

Hi [redacted]
I apologize that you did not receive the last recorded email, sent on July [redacted], with the breakdown of the [redacted] refunds issued to you for 2 pairs of Jackie Wedge shoes, which you purchased on May ** ([redacted]) and May ** ([redacted]).  Both Jackie...

wedges were purchased for $157.50 each ( plus tax) of which was refunded on June ** (on order [redacted]) and June ** (on order [redacted]).  Once we viewed your [redacted] purchases we were able to view that $169.47 was refunded ([redacted] reversed the fees on each order) on both dates, June ** and June **.  We are unable to locate a purchase on May ** for $238.94, please advise the order number of this purchase for further review?  I tried to reach you by phone but was unsuccessful.  I have also emailed you again on [redacted]  Please check your SPAM folder if you are not able to view this email.
Thank you. [redacted]
?

Dear [redacted], Thank you for your reply and kind understanding. As per your request, we have shipped a physical Tory Burch Gift Card in the amount of $75.00 to the address you provided. You may expect to receive the GC via [redacted] within 3-5 business days. The [redacted] tracking number is [redacted] - please allow 24 hours for the tracking system to update and show movement on the package. The GC does not expire and can be redeemed at any of our Tory Burch retail stores or at toryburch.com at any time.From all of us at Tory Burch, we thank you for your time and extend our deepest apologies for any inconvenience we may have caused.Sincerely, GinaTory Burch Customer Care

[redacted], I sincerely apologize for any inconveniences you
have encountered with your order [redacted].  I tried to reach you by phone
but was unsuccessful.  The order [redacted] was refunded back to your
credit card on June **.  I would also like to offer...

you the 25% discount
used on your original order for the handbag towards your next purchase of
another handbag.  I will attempt to call you again for further discussion.
 
Best regards
 
[redacted]
 
 
 
Thank you again for all your help,
 
Lionor Soto
Customer Care Team Lead
732-992-7783
Tory Burch, LLC.
 www.toryburch.com
115 Interstate Blvd. Jamesburg, NJ 08831
 
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Review: I recently bought a "ROBINSON DOUBLE-ZIP TOTE - BLACK, Size: OS" with order number "[redacted]" that has a free gift wrapping option together with a greeting card and a free "LUCK-PRINT FLASH DRIVE - NEW IVORY LUCK" as part of their promo for the Thanksgiving sale. The sale started on Thanksgiving day and I placed my order on November [redacted]. My items was shipped on December [redacted] and received the item on December [redacted]. Upon opening the packaged, I quickly noticed that there were no greeting card and flash drive included in my package.

I called customer service three times and said that they will forward my request to one of their department to process it. On my first call, I received a response that they will send my item, but have not received it after Christmas day. After that I called twice more and they said that they don't have stock anymore. That is false advertising If I was promised an item even though it's complimentary and did not received it.Desired Settlement: Send me the flash drive together with the greeting card that was promised to me when I made my purchase and a letter of apology. If not, just give me a discount from the bag that I purchased on what ever the amount of the flash drive. Thank you!

Business

Response:

Attempted to call customer but was unsuccessful - left him a message to return my call for an apology of the delay. Shipped out complimentary [redacted] and gift message card, in addition to a box of complimentary Note cards. Should be receiving these items tomorrow.Thank you[redacted]