Tory Burch

Review: Purchased an over priced wallet $250 a little over a year ago from [redacted]. In 3 months the zipper pull broke off. A few weeks/months later, I go to get it cleaned (it's soft leather/suede) no one can clean it! Shoemakers, dry cleaners, no one. I tried several places. So I contacted to Tory Burch. They gave me the run around. They asked for pictures, I sent them. Then they wanted me to prove I bought it. I stated that I don't have the receipt and my credit card bill won't be itemized so that could not confirm the purchase. Finally in December I sent the wallet to them per their request. Today they email me saying that it is normal wear and tear, they cannot fix it and I should take it to a local shoe repair. I told them that I am now repeating myself because I already advised them that my local shoe repair was unable to fix or clean it. They make the wallet so why can't they fix what they sell? They tell me oh well, there's nothing they can do and they are sending the wallet back to me. They charge high end prices and use low end materials! Stealing! My Louis Vuitton has lasted me years, same with DVF, Gucci and Prada..even Ralph Lauren.Desired Settlement: Replace the wallet if it cannot be cleaned or repaired

Business

Response:

The customer has been contacted and we have taken care of this issue.

Review: On Weds, 6/**/14, [redacted] wrote:To date, have not received response to June ** email (auto-reply suggested 24-48 hours) or June ** phone call. I made a trip to the UPS facility today to return package. On Sun, 6/**/14, [redacted] wrote:I called and spoke with customer service rep [redacted] and manager [redacted] on Thursday, June ** around 7:45pm EST.I expressed disappointment that 1) the handbag was not as expected 2) the order has still not been resolved - you sent me another handbag instead of gift card credit as promised.[redacted] promised to escalate the issue to corporate to consider courtesies for the inconvenience. Shealso promised to send ups scheduled pick up confirmation by email within the hour.3) To date, I still have not received follow-up from corporate or the ups confirmation. I am further disappointed in the handling of this matter. Again, I ask your immediate attention. This isan extreme inconvenience as I looked to have credit by now (without this extent of time and energies vested).On Jun *, 2014, at 9:04 AM, [redacted] wrote:I have not received response to my inquiry. The Auto Reply on 5/**/14 stated that I should expect reply within 24-48 hours: (Job #[redacted]). Please advise.On Fri, 5/**/14, [redacted] wrote:The bag has not kept shape:Photos attached.On May **, 2014, at 6:52 PM, [redacted] wrote:Greetings, I spoke with [redacted] @ customer service today who in turn suggested I write with my concerns and send photos. Accordingly, I am writing in reference to order no. [redacted].Although I love the handbag, I am not satisfied with the quality of it considering it was purchased less than a month ago and it was gently used only three times. It is possible that the materials that the handbag is made up is the issue, but it is starting to look old and worn after just a couple of uses. Now, I do not believe it was a good "investment". This is simply not the [redacted] quality that I know and love. What do you suggest?Desired Settlement: immediate attention and resolve to this matter

Business

Response:

[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

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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Consumer

Response:

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,

Review: I have been a very loyal fan and customer of Tory Burch for many years....until today. I purchased two pairs of shoes on sale last week on 11/**, received an order submission confirmation email (order #[redacted]) which stated not only that once my order is submitted, it cannot be changed or CANCELED, but that I would be receiving shipping confirmation in no longer than 48 hours. I was patient, but when I hadn't received anything by Friday evening I called and spoke to a customer representative, that said my package was at the [redacted] store and I should receive a shipping confirmation over the weekend. When I didn't receive any email over the weekend or Monday morning I called AGAIN and was told that my order was being packaged as we spoke and it would be shipped out in the afternoon - I would receive a shipping confirmation email by EOD. Well, no email, no nothing by this morning. So I called again about an hour ago, and was told 'Our system shows that YOU canceled the order', to which I told them that I had not in fact, canceled the order, and referred to their OWN order submission email, that once the order is submitted I cannot change or CANCEL my order. I was then put on hold, and when the representative came back was told that my order was a part of the 'website glitch which caused price discrepancies' and my order had been canceled and rerouted back to the warehouse by Loss Prevention, and that there's nothing that can be done, I could reorder the shoes but NOT for the price that was published at the time of my purchase - they would not be honoring the prices that were featured on the website during the website glitch. I was also told that no replacements were sent out when a friend of mine called yesterday and she received her replacement bag that she ordered today. It is NOT the customer's fault that there was a website glitch, and as a reputable luxury brand, they should honor the prices that were visible during the glitch. I was LIED to not once, but TWICE about my order just to be told 'Too Bad, you're not getting your shoes'. The fact that they can cancel my order without even notifying me when it EXPLICITLY says in their submission email that once the order is submitted it cannot be CHANGED or CANCELED is ludicrous.Desired Settlement: I would like the shoes that I ordered for the price I purchased them for, as they were advertised on the website on the afternoon of 11/**:

CHASE PUMP - BLACK/BLACK, Size: 7.5 - $123.00

ASTORIA HIGH WEDGE - COCONUT, Size: 7.5 - $115.00

Business

Response:

Dear [redacted], We regret that we were unable to process your recent order ([redacted]) as it was discounted in error and as a result, the order was cancelled. We are very sorry for any inconvenience we have caused. Please be assured that there have been no finalized charges placed to the payment method used for this order and toryburch.com will not perform any further actions regarding this order. At this time, we welcome you to visit us at toryburch.comto place a new order. We invite you to enjoy 20% off your next order by using the following promotion code at checkout: [redacted] Again, we apologize for any inconvenience this may have caused, and do hope you will contact us if there is anything else we can do tobe of service to you. Sincerely,[redacted]Tory Burch Customer Care

Consumer

Response:

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,

Review: I placed an order with Tory Burch (online) in October. I emailed the company (10/** and 11/**) to determine the status of my order, but have received only promises of its arrival, but no product.

The order #[redacted]Desired Settlement: I would like the order to be completed as well as a written apology for delivery misinformation (on more than one occasion).

Business

Response:

Dear [redacted], We are sorry to learn that you have not received our email updates pertaining to your order# [redacted]. It appears that your email address was incorrect: [redacted]. We kindly ask that you update your email address at [redacted] and go to My Account.As far as your order, we are happy to share the latest correspondence attached.

Please feel free to contact me directly if you need further assistance.Sincerely,[redacted]

Review: I bought two pair of shoes in the Orlando outlet boutique and ordered two other pair because they didn't have my size in the store (one pair was to be a Mother's day gift). The girl helping me, [redacted] assured me I could order the shoes and they would arrive in 5-7 days. Two weeks go by and nothing has arrived and I hadn't received any emails or confirmations about my order which I thought was odd since I order things in store and online from other stores all the time. I emailed [redacted] because she stapled her business card to my receipt and no response. So, I emailed Tory Burch customer service and they said to call the store and if they didn't resolve it then to email them back. So, I called the store where I placed the order and after getting put on hold a few times while they 'look for' the order I was told they would need to call me back so they could figure out what happened. Finally, after quite a few hours, I get a call back and they tell me that the shoes I ordered were no longer available and of course I'm puzzled because they were available when I ordered them. So as I start asking questions she tells me the shoes were "damaged." I asked what that means and they said that the store in which the shoes were to be shipped from pulled the order and checked the box before shipping and that there was a 'mark' or something on them and so they rendered them damaged and threw them away. First of all, two pair of the same exact shoe in the same exact size are damaged?? Not likely. Also, had they sent the order to a store to be fulfilled there should have been an order number, which there was not. (This was confirmed by Tory Burch customer service in my first inquiry) They then proceeded to ask me if I "would like a purse or something instead" because now they are completely out of the shoe and they called all of the stores looking for them. First of all, I find this entire story hard to believe considering there isn't even an order number and it took them hours to even find it. When I told them I had the receipt they sounded shocked and that's when they told me they would need to call me back. I think there would be an order number had they actually tried to order the shoes from this so called store that rendered them damaged and I filled out an order form and another piece of paper that had ALL of my information on it so I should've been contacted if this were the case. After they asked if I wanted a purse instead (why would I want a purse when I ordered shoes??) I told them that I woud just continue to contact corporate (because obviously [redacted] forgot to place the order to begin with and was now scrambling to figure out what to tell me) and her response was "Ok" and she hung up. No sorry or anything. I don't live near the store where I ordered the shoes nor do I live close to a Tory Burch store so I can't just travel to pick something else out like [redacted] suggested. I went back to my email with customer service and they told me that my issue would be forwarded to managment and I would be contacted directly. Of course a week goes by and I don't get an email or phone call. So I email them again asking to get this resolved and they tell me again that my inquiry is being forawrded to management and they will contact me directly shortly. Another week and a half goes by and no contact from Tory Burch. (For reference, I ordered the shoes in the store on May *, 2015 and today is June * , 2015) I am utterly shocked this is how a higher end retailer operates. I have the receipt for the order with my credit card information on it and an impression of the front of my credit card which is slightly unsettling since they have the top copy to this receipt and it took them quite some time to even find it. I understand that people make mistakes and forget to place an order, etc. but the infuriating part is that no one has done anything to actually get two pairs of shoes to me! They won't even respond to me. Is it really that hard to ask if I want the same shoes in another color?? This could have easily been resolved but obviously Tory Burch is poorly managed. It's no wonder she won't take her company public - failure is already looming.Desired Settlement: I would like the two pairs of shoes that I ordered at the 30% discount I was supposed to receive off the $175 sale price. Due to this ordeal, though, I would expect a higher discount than what I was supposed to receive in the first place. The shoes I ordered were the Miller sandals in the Vanilla Cream color, both pair size 7.5. I would still like to get the same shoes if they can locate two pair in that color anywhere. If not, I would probably settle for a different color. However, I don't have much confidence customer service/management will even contact me given their track record thus far.

Business

Response:

We were able to assist the [redacted] in ordering shoes and they should have arrived last week. Our Retail store team offered a discount of 30% as a token of our sincerest apologies for all of the issues [redacted] encountered while attempting to purchase during a promotional period.Should you need additional information, please feel free to contact us.Sincerely, [redacted]Tory Burch Customer Care

Consumer

Response:

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.They said they offered me 30% off due to the hassle and lack of customer service, but that is false. I ordered the shoes, originally, at 30% off when they were running a promotion. Nothing additional was offered by Tory Burch for their complete negligence. However, I did receive the shoes.

Sincerely,

Review: I placed an order on the site 11/**/2014. I paid for express shipping as there was a gift included in my purchase. I received an email confirmation so assumed my order was processing. On 11/**/2014 I tried to sign into the website to check on the status of my order as it was supposed to have shipped, but there was no history of my order nor could I log into my account. Two days later on 11/**/2014 I received a message that my order was cancelled. I have tried reaching out to them several times because they have not provided a valid reason as to why this order was cancelled (they just keep responding with the same nonsensical email which is below). I did not access the website through any links sent to me via email and I know it was not an error with my credit card as I checked my statement and the order used to be processing before it was cancelled. The prices on the site now do not match the prices that I paid during my original order.[redacted]EMAIL FROM TORY BURCH[redacted]In regard to your inquiry about your order, we can only honor the pricing of items ordered via toryburch.com, which is our official website. When you placed your order, did you go to our website or through a link you received via email?Orders placed using links from emails not initiated by our official home site, www.toryburch.com, may result in invalid pricing on your order and cause the order to be cancelled.Desired Settlement: I want my order re-submitted at the original prices I placed the order with and shipped to me express.

Business

Response:

Dear [redacted]We regret that we were unable to process your recent order ([redacted]) as it was discounted in error and as a result, the order was cancelled. We are very sorry for any inconvenience we have caused. Please be assured that there have been no finalized charges placed to the payment method used for this order and toryburch.com will not perform any further actions regarding this order. At this time, we welcome you to visit us at toryburch.com to place a new order. We invite you to enjoy 20% off your next order by using the following promotion code at checkout (it has no expiration date): [redacted]Again, we apologize for any inconvenience this may have caused, and do hope you will contact us if there is anything else we can do to be of service to you. Sincerely,[redacted]Tory Burch Customer Care

Review: I purchased Flip flops directly through Tory Burch. I have chemical burns on my feet after 1 day in the sun. I put a complaint in 2 weeks ago and have yet to receive a response. Every time that I call, they say someone will call me tomorrow.Desired Settlement: Not only do I want a replacement in completely different material, I want them to acknowledge that there is a problem with their shoes and to apologize to me as I need to seek medical care. Quite possibly, this might be escalated.

Business

Response:

[redacted] we sincerely apologize for the experience you have encountered with the flip flops. We have not encountered this before. On July *, [redacted] discussed with you this issue and a full refund was processed for the flip flops. Plus she provided you with an electronic gift card. On July *, an email was replied to with the material of the flip flops as you have requested. If you have not received the electronic gift card or the email on the material, please advise and I will be more than happy to resent it? Again we apologize for any inconveniences this may have caused.

Best regards

Consumer

Response:

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,

Review: I purchased a few shoes from Tory burch about 5 flats and 3 sandals. Two are not jelly material flats they are more like vans. The rest of the flats are jelly material and each one I had to return or exchanged or even repair in the store. My sandals each one I had to do the same process. It is annoying and hectic to keep doing this process I vowed not to buy anymore and tell ppl not to buy it for me. I went to the store the other say to repair three shoes the sandals can't be repaired they normally exchange it for me. This time they gave me the most hardest time ever. The last time they did a store refund then exchanged for another sandal. This time nothing at all. They were unpleasant and only considered other ppl and had me sitting there for an hour with no assistance just kept saying we can't do anything for you. No attempts were made claim they don't see my invoice history of purchases for these shoes which is impossible because I repaired one sandal and exchanged last year so how Vns that be possible? Plus I purchased a flat last year they only have a history from 2012 how? I feel it's intentional and or they erased so they won't have to repair anymore. I'm very upset I feel also it was stereotypical and very distasteful. I would never buy nothing I felt judged and mistreated and like I wasted my hard earn money and I'm on college that money is spent isn't lightly.... I want my money back and no contact what so ever I asked for the manager they all claim to be managers. Then I asked for the complaint from they have me the email list to add yourself on the mailing list form. I said this is not it this lady name giani she said oh we don't have one I said every retail have one and or a number she can't give thatt out. So I suffered the lost of one sandal of $75 and the two shoes the flats logo symbol on the top is being repaired which idk how they products just fall apart like this and the shoes are too much money and poor quality.Desired Settlement: Anything to fix my issues

Review: I ordered a Tory Burch on April **, 2015.CHANDLER FLAT SANDAL-TUMBLED LEATHER/DRESS MIRRORSANDAL$250.00 USDLittle did I know I was double charged. I only keep the amount of money necessary as this is the "I surprise my wife" account. This caused 4 overdraft fees in the amount of $25 a piece.I was double charged for the following order numbers:Order #[redacted]I have called and emailed, and emailed and emailed. Nobody ever gets back to me. Worst customer service on the planet.Tory Burch owes me $116 in overdraft fees.Desired Settlement: Owes me at least $120 and a very sincere apology if they ever want to even have the flat chance of earning me or my wifes business again.

Business

Response:

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

Review: I bought a purse on Tory Burch.com last week Wed at a discounted price, and Tory Burch has sent me an order confirmation and nothing else. I only found out through [redacted] that the order has been returned to the sender and after calling Tory Burch to find out what happened, they were not going to tell me they cancelled the order because the pricing was wrong. Here is the article I am submitting to the [redacted], [redacted], and fashion bloggers. This is unfair, dishonest and no way a luxury brand should be caring for its customers.

Right before the Holidays, Tory Burch fails to follow through on orders, and doesn’t even tell us.

We’ve all heard about companies having pricing errors and it hitting the news in a big way. Consumers are outraged and rightfully so have something to say about it. I don’t think consumers even realize they have fallen victim to the most recent failure of this sort – Tory Burch’s merchandise was heavily discounted to employee discount prices on Wednesday. Tory Burch has kept it so hush-hush (in fact I have gotten zero emails from them besides my order confirmation) that consumers who shopped that day probably don’t even know that their bags/shoes are never coming. All orders have been cancelled without any notice from Tory Burch.

Timeline of events:

Nov **: I receive word that Tory Burch is having a sale, go to the link shared to me by my friends, and all merchandise is on sale.

I immediately place my order for [redacted] THEA TRIPLE ZIP COMPARTMENT SATCHEL | BLACK | 001, a bag I have had my eyes on for a while. I place it in my cart and purchase it minutes later with [redacted] for $297. I expected to receive it on Friday.

Nov **: I don’t get my shipping information. I call Tory Burch. The very friendly lady tells me it is on its way, she wasn’t sure why I didn’t get an email but sent me one, with my tracking information with [redacted]: [redacted]

Nov **: I look up my shipment on [redacted]. Looks like it’s been held at a warehouse after being out for shipping. I call [redacted] first. They tell me that it looks like an address change from the shipper, but no reason why. I’m suspicious, so I call Tory Burch. Again, the lady, Brenda, tells me not to worry, the shipment should be there no later than Monday. I’m put at ease by her confidence, and say ok.

Nov **: I look at my shipment. Not only has it been held, it is on its way back to the shipper’s warehouse. Now I’m angry. I call Tory Burch to find out what happened. Here’s where it gets bad. The representative, [redacted], lied to me. She said it was still on its way and even offered to refund this order and place a new one. I told her to do whatever she thought best for me to get my purse ASAP. When she goes to place the order, she says oh wait, why is the purse $297 instead of $435?

Finally, [redacted] tells me about the leak. Someone at a boutique shared the link that was meant for employees to the public.

FIRST QUESTION: If I hadn’t called this ma[redacted], would I have even known this? NO. Tory Burch decided to cancel all of these orders and has not even told its customers.

I am angry and ask her to give me to her supervisor. I tell him everything that has happened until now and he tells me that he would honor the price if he could but corporate has mandated they don’t and he can’t do anything. He agrees with all that I say, including that this decision will result in many lost customers (new and old) and right before the holidays this is the worst thing they can do as a luxury brand when we consumers have so many options. He agrees, and promises first thing Monday I will receive a call from corporate.

SECOND QUESTION: Has anyone else been told this? Has anyone actually even heard from corporate?

First thing Monday: No call. I call again this time I speak to [redacted], another supervisor. [redacted] again tells me she can’t do anything and that I’ll get a call by the end of the day today. I told her this will be sent to my channels if I don’t hear from them now.

A few reasons I’m [redacted]et:

• I was lied to. By [redacted], By her supervisor, and worst of all, By Tory Burch. At this point, all I have is an order confirmation and according to that I am owed my purse.

• I actually thought this was a sale. Which explains why I didn’t even go crazy on buying things. I bought one thing that I have wanted for a while. This only makes the disappointment in this brand heavier for me (I used to be an avid TB shopper).

• Tory Burch’s decision doesn’t make sense. We paid employee discount prices. They are still profitable. As an MBA, I am well aware that if you can honor and delight customers by doing what they ask AND do it while not taking a loss, you do it. No questions asked. Why they’ve cancelled these orders boggles my mind and anyone else who knows a thing about marketing.

• Corporate is doing something and it is not talking to customers. They’re keeping this as quiet as possible. No PR has been released, and I am actually confused why no bloggers have posted anything. Tory Burch has chosen NOT to be transparent which makes them look worse than even the airlines who made this mistake (Delta, United, the list keeps going … at least I can thank them for being honest!)

• At this point, all I have gotten was an order confirmation. No shipping, no notification of cancellation, so if I hadn’t called, I would be completely in the dark, just as the company intended for me to be.

All I am asking is that Tory Burch honor its promise to us consumers, new and old, and fulfill the orders. We actually like your products, so just say you messed up, but to show your appreciation for us, you’ll fulfill our expectations of getting our merchandise. I feel so cheated and would just like to be heard, acknowledged, and appreciated. And to ask this of a luxury brand like Tory Burch, doesn’t seem like too much to ask.

Thanks,

A disgruntled and former Tory Burch customer.Desired Settlement: Please honor the order confirmation and deliver my merchandise to my shipping address: [redacted] And apologize for being dishonest and trying to hide this mistake from the public.

Business

Response:

Dear [redacted], We regret that we were unable to process your recent order ([redacted]) as it was discounted in error and as a result, the order was cancelled. We are very sorry for any inconvenience we have caused. Pleasebe assured that there have been no finalized charges placed to the payment method used for this order and toryburch.com will not perform any further actions regarding this order. At this time, we welcome you to visit us attoryburch.com to place a new order. We invite you to enjoy 20% off your next order by using the following promotion code at checkout: [redacted]Again, we apologize for any inconvenience this may have caused, and do hope you will contact us if there is anything else we can do to be of service to you. Sincerely,[redacted]Tory Burch Customer Care

Review: It’s [redacted].

I tried to order Ella Tote on Tory Burch online and pushed the “order ” button for several times.

Well, it said it cannot confirm my order due to the payment setting, so I gave up eventually.

however, I got the message that Tory Burch actually charged me two bags so, $203.04 * 2 = 406.08.

I am really mad that it happened. I tried to call the Customer Service hundreds of times but they don't get the call.

I also called the NEW YORK CORPORATE OFFICE (###-###-#### ) but they just connected me to the same number to the Customer Service.

I want to know what's going on and want to cancel my payment as soon as possible.Desired Settlement: Please process it as soon as possible.

Business

Response:

According to our records, we cleared two pending authorizations in the amounts of $203.00 on the MC ending in [redacted] on May **, 2014. For each time a customer clicks "submit" order on our website, a payment authorization is created. In this case, the payment was not accepted because the billing address entered on our website did not match the cardholder's bill-to address. At this time, the cardholder should no longer have pending payment authorizations on the credit card account.

We apologize for any inconvenience we may have caused.

Should you need further assistance, please feel free to contact me directly at ###-###-####.

Thank you,

Review: November ** to November ** I TORY BURCH the official website of the four orders, three of which were returned to notifications, contact the customer service said it was because my payment information is a problem, but I used the same card to pay, the same delivery address, why one has received, the other three were told to return it? The other I can not accept this explanationDesired Settlement: I hope that businesses be able to fulfill orders, and fair treatment of each customer

Review: I am a frequent customer of this business. I purchased several items during the holidays in [redacted] which were then shipped to my daughter in **. So when the arrived, one item was damaged, one did not fit and one she wanted to change for a different color. This complaint is regard to the tote bag which she wanted to change. She went to the [redacted] store and while being attended to by one sales staff, another allowed a customer to purchases my daughter's tote which was on the receipt and paid for. The store did nothing about taking back the bag as the person was still standing there and that is how my daughter saw that the bag she owned was being sold off. Instead she was upset went home and contacted me. I then contacted Tory Burch first by phone and I was told to go into my local store and they wold take care of the issue there. I was told no worries. I was sick and so did not get to go till about two weeks ago. I had been in communication with a General Manager at the store. She told me her counterpart would take care of the issue. Seems they like to use take care. Now this is a top brand store; flip flops sell for $50.00. When I drove a far distant from my home return trip to see this staff, she told me that they did not have the bag in the store but whenever one came in she wouldl let me know. Said staff member wrote me to tell me that she now had one and wanted to do the transaction over the phone at a courtesy. So for all the trouble she wrote and told me she would give be $4.90 off the item. This is after I sent gas and time and my daughter spent gas, tolls into [redacted] from [redacted] to deal with this business. I dont know if they are ignorant to customer service but they clearly need to replace the tote just for having sold the bag with my daughter standing there waiting for a different color. Having refunded it is unacceptable as that was not the purpose of the visit to a crowded [redacted] store. You cannot offer someone $4.90 for their inconvenience when this has been going on for weeks and you sold the person's property by the inattention of your staff.Desired Settlement: A replacement of the tote.

Business

Response:

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

Review: I have been a long time customer. I purchased two items via [redacted] that were returned to the retailer. The refunds were noted in [redacted] but the bank transfers were not completed and funds were not returned to my bank checking. The first refund was pending on June **, 2014 and the second one on June **, 2014. I have tried contacting the company several times and now I am getting a non response from them. Both amounts were for $169.74. I would like my refunds credited back to my checking account in a timely fashion. Bank transfer (credit) to my checking was not completed by Tory Burch.Desired Settlement: I would like both of my refunds credited through [redacted] to my bank checking account and an explanation as to why there is a delay and now a non response.

Business

Response:

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]

?

Consumer

Response:

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,

Review: I placed an order on ToryBurch.com on 11/**/14 and received confirmation for my order. I was told today that my order is cancelled and being shipped back because my order was part of their website glitch. I'm very disappointed that Tory Burch is not honoring the prices that were listed on their site. It should not be the customer's fault that they had an issue.

I also realized that they did decide to honor certain orders made that day because my friend received her order which was also placed on the [redacted] They cannot cancel some orders and honor others. This is not a way to keep any of us loyal and shows that they don't care about their customers.Desired Settlement: Ship me my order!

Business

Response:

Dear [redacted], We regret that we were unable to process your recent order ([redacted]) as it was discounted in error and as a result, the order was cancelled. We are very sorry for any inconvenience we have caused. Please be assured that there have been no finalized charges placed to the payment method used for this order and toryburch.com will not perform any further actions regarding this order. At this time, we welcome you to visit us attoryburch.com to place a new order. We invite you to enjoy 20% off your next order by using the following promotion code at checkout: [redacted]Again, we apologize for any inconvenience this may have caused, and do hope you will contact us if there is anything else we can do to be of service to you. Sincerely,[redacted]Tory Burch Customer Care

Review: order item that said it was in stock on 7/** order #[redacted]. When the item did not arrive I sent 4 emails before I finally got a email back confirming ship date of 8/**. After 3 more emails with no reply asking for the tracking I finally got through on the 800 number. I talked to [redacted] who said my order was not available until 9/**. I asked to speak to a [redacted] and after more time on hold I was told he would follow up in email to fix the situation. He did not follow up and I called only to be told that the date was now 11/**. I have a co worker who order the same item a day later and she has received her item. I just want this company to honor the second date they gave me and send out my order.Desired Settlement: Send my item please, others who have ordered later received their items. Again this is the second time my order has been pushed back, the item was in stock when I place my order. Waiting 5 months when you have already paid for an item that was in stock when you placed your order only to have other people receive the item is really poor customer service.

Business

Response:

Called customer and explained that we currently do not have any Fitbits at this time. Due to some feedback on a newly launched Fitbit bands we have made several enhancements to these items. These enhancements are being applied to all units produced going forward. Her order is expected to be delivered approximately 11/**/14. Customer understood and accepted the situation.

Thank you, [redacted].

Review: On my birthday in November I received a coupon from Tory Burch for $50. I have received them in the past but only utilized it once before. I decided to buy myself pair of earring with my coupon as a treat. I had done this once before to and I ended up getting a fabulous price and it was a real birthday treat. This time I put the earrings I wanted in the cart and I also saw a bag and earrings that maybe I could give my sister for christmas. So, I put everything in the cart and I saw that each item was marked as full price and the $50.00 was taken off the total before taxes. I even thought great if I don't like some of the items I can still use my discount on the other items. So, I proceeded to checkout---same thing the $50 was taken off the total. I got an email with my confirmation---same thing $50 taken off the total. I received the items and was happy with the earrings I chose. Regarding the other earrings I chose for my sister I found the color was different than what was shown---they looked more mauve online and these looked like a peachy beige. I also found the shopper and bit to large and stiff for her needs. So, I went to pack up the items I did not want and I found the receipt included in my package totally different than my e-receipt. I found each item was discounted a certain price---so the shopper was discounted $30.37, the Hexagon Logo studs were discounted $9.03, and the logo flower resin studs were discounted $10.59, as opposed to $50 off the whole amount as indicated during the purchase, and on the final e-receipt. Therefore, if I wanted to keep my 'birthday' earrings my great discount would be $9.00 as opposed to $50 if the discount was applied to my total order as shown in the receipt. I called to inquire about this and got nowhere. I kept being told I will lose the discount on the items I return over and over again. I explained the breakdown of the $50 was absolutely not disclosed during checkout, nor on my e-receipt. It seems like bait and switch, and very dishonest since according to checkout, and my receipt it looked to me $50.00 was being taken off the whole amount. If I knew what were happening I could have easily ordered the earrings for myself for my birthday alone so I could utilize the $50 coupon on an item I knew I liked. Then waited till Black Friday to check out the rest.Desired Settlement: I would like my $50 coupon back. I am returning the items because I feel that it was wrong to receipt me one way online, and then change the paper receipt. This is not acceptable at anytime. You might think this is petty but I buy a lot of Tory Burch as gifts from [redacted], or your [redacted] which is always a great experience. Online I have had a lot of problems from damaged items to now this issue. You customer service is absolutely horrible, and this experience will reflect my future purchases. I do not feel comfortable ordering for you now. Something as simple as a receipt should always be disclosed properly so that the consumer can make an informed decision. A receipt should be consistent, and if its not then it needs to be disclosed where people will see the disclosures.

Business

Response:

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]

Consumer

Response:

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:This response did not address any of my complaints AT ALL. I have been receiving these coupons on my birthday for the last three to four years----so as for me not being in the system that is a lie. Even my account history shows I have used these coupons before. I also know how to read the fine print as I work in a legal occupation and it is one of the first things I am trained to do. I don't need a recap of fine print...I needed someone to address my actual complaint that I took time to write. I do not need a random juvenile response to something that does not even apply. Obviously [redacted] is not executive relations judging from the lack of response to complaint, and the canned response to I don't know what! This arbitrary response shows lack of respect for the customer for what amounts to mediocre products. There are many other better alternatives to Tory Burch----[redacted], [redacted], [redacted]---just to name a few...and guess what---they also give GREAT customer service! When you are paying a premium part of the that is for customer service therefore I expect my complaint to be addressed not brushed aside. My main complaint was about how Tory Burch manipulates the receipts. If my complaint was read correctly then they would have responded to what I had written. I never mentioned anything about NOT receiving a birthday coupon first of all! I don't know where [redacted] got that from. My main complaint was that the receipt was manipulated when I USED the coupon (so obviously I got it). When I first ordered the items the $50 coupon was applied to the whole amount of my purchase. I have a copy of this receipt that shows the breakdown of cost. My items were charged at full price when purchased and the $50 was taken off the total. So, if I needed to return an item I could and I wouldn't lose any part of my of my 'Birthday Coupon'. The problem is when I received my items the receipt was changed to reflect that the $50 had been split among the three items I purchased. This WAS NOT DISCLOSED at time of purchase on the receipt nor was it in the FINE PRINT that [redacted] is fond of sharing. Where does it say that the Tory Burch company can change receipts at will? I don't see it anywhere. Therefore, now with this second receipt if I were to return any item I would lose part of my discount. I would have only ordered what I definitely knew I was keeping if this was the case. I would not have ordered other items as a lot of the time its hard to chose items from just a picture. But that is neither here or there----the receipt was manipulated, changed, switched----lets deal with that unacceptable issue. Why do I have two different receipts. Once showing the $50 discount taken off the total, and then another receipt in my box that changed it to split up the $50 amongst items I may or may not keep! Please read the ORIGINAL complaint, and respond correctly to it! I do not know what [redacted] was responding too but it certainly wasn't MY complaint!

[Your Answer Here]

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

Sincerely,

Business

Response:

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]

Review: This is the first time that I ordered from Tory Burch and I was very excited when I received my order. However, last Sunday, June [redacted], I wore the beacher flat espadrilles and I was very shocked and unhappy with its very poor quality for the price I paid. I reached out to Tory Burch last Sunday night. I also attached the photos of the shoes after wearing them once for a couple of hours. I never expected this from Tory Burch shoes especially with the price of these shoes. The price does not justify the poor quality of the shoes. After one wear, I don't think I can still wear my espadrilles just by looking at its condition. I reached out to Tory Burch again this morning but still didn’t receive any response. I am very disappointed with the quality and I want this resolved but it looks like no one from their company wants to take action so I am filing a formal complaint.Desired Settlement: Please refund me and I can send them back if needed. I can't wear them again. I don't want to exchange because I believe all the beacher flats will have the same quality.

Business

Response:

Hi [redacted]

A reply to your email was sent on Aug. [redacted]. We had offered for you to return the Bleacher Espadrilles for a full refund back to your credit card. We had also emailed a return label for your to use. After reviewing the tracking number, I see that you have dropped off the Espadrilles at the UPS store. A refund for the Espadrille has been processed on order [redacted] for $92.75. If you have any further questions please feel free to contact us at your earliest convenience. You may call the toll free number ###-###-#### and a Tory Burch Customer Service Representative will be happy to assist you.

Thank you. [redacted]

Review: Told I would be send gift certificate for damaged flip flops. I took several pictures of an almost new pair of very expensive flip flops that were falling apart. Can't get them to respond to calls or e-mails.Desired Settlement: There warranty says they will repair them but I was told I'd get a gift certificate. At this point, I'd prefer to be given a refund of the $125 since I DO NOT INTEND TO DO BUSINESS WITH THIS COMPANY AGAIN. A gift certificate would force me to do that!

Business

Response:

Dear [redacted],Thank you for contacting Tory Burch. We regret to learn about your recent experience and sincerely apologize for any inconvenience we may have caused. At Tory Burch, we strive to convey the utmost level of satisfaction and quality in our products and service. According to our records, our Customer Care team received your initial email inquiry on May *, 2015 expressing dissatisfaction with the Tory Burch Jelly Thora sandal via the email address: [redacted]. Please be assured that we make every effort to repair merchandise, and if we cannot, we are happy to offer a replacement or Tory Burch Gift Card for the value of the item. In this instance, we found that the Jelly Thora sandal could not be repaired given the type material it is. In lieu of a repair, on 5/**/15, we emailed a Tory Burch Gift Card in the amount of $75 to enjoy toward a new purchase at toryburch.com or any of our Tory Burch retail stores. We thank you for your kind understanding and do hope that you will contact us should you have any questions.Sincerely, GinaTory Burch Customer Care[redacted]

Consumer

Response:

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 do not trust contacting you through email since I won't get a response through here. Please send gift card info through here or mail at [redacted]

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

Sincerely,

Business

Response:

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

Review: INCIDENT NUMBER 141211-000117

I HAVE BEEN REQUESTING ASSISTANCE SINCE BEGINNING OF DECEMBER. CALLED CUSTOMER SERVICE TO INQUIRE HOW TO PROCEED. FOLLED THE EXACT STEPSM SUBMITTING INQUIRY ONLINE, SENDING PROOF OF PURCHASE AND PHOTOS OF THE PRODUCT. I HAVE BEEN REPEATLY BEEN ASKED TO RESEND AND RESEND. I HAVE CONFIRMATION OF EACH TRANSMISSION AS WELL AS CORRESPONDENCE. NOW A MONTH LATER, I AM STILL WAITING ON A RESOLUTION. I WAS A VERY SATISFIED CUSTOMER FOR MANY YEARS BUT NOW I FEEL DECIEVED.Desired Settlement: RESOLUTION

Business

Response:

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