Tory Burch

Review: did not received item from tory burch was credited 16.50 onto account for what was charged to my debit card ; however a 50.00 gift card was used to complete purchased of item ori[redacted]lly a store down in florida had the shirt and I was told the 50.00 would be used toward the purchased and it was cheaper then before well in looking at my bank card I was charged for the shirt 47.50 on my bank debit card I called tory burch and explained and was told the matter would be resolved in a few days well three weeks went by and not resolved so ,I returned there item to them through the post office certified and was told they did received the item and someone there signed for it but my money is still not on my card just today I was told a 16.50 would be credit to my card ending in [redacted] well just a few months ago I was told I need to contact them with the very information a tory burch employee gave me over the phone as to how I paid for the shirt , this has been a complete mess and they need to credit my payment back to my debit card a in the future TORY BURCH want have to ever worry about me wearing her clothing .

Product_Or_Service: bug topDesired Settlement: DesiredSettlementID: Refund

place my money back onto my debit card , thank you

Business

Response:

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.

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,

Review: I ordered a Roslyn Tote in luggage on sale for my mother. It was the purse she chose as a birthday gift, and it was on sale. I received an email confirming my order and a shipping date. When the package didn't come I followed up with Tory Burch to inquire. They said they would give me a call back. I was involved in a car wreck that same day with many other things going on. A customer service rep called me back and said they could cancel the order and I could call another store that had a limited quantity, or they would ship it when the purse was in stock. Being I had other important matters at hand to handle, I said I will wait until the purse is shipped from them. Almost 2 weeks later I call to follow up, and the customer service rep tells me they are unable to fulfill the order and are sending out $50 gift cards to those whose orders weren't fulfilled. I asked if there are any other bags they can honor the same sale price for. He told me to give him the name of a bag in a similar price range and he can see. I kept trying to confirm if he meant sale price or original. He kept saying I need to ask. So I gave him the name of a bag that looked similar to the one I ordered for my mother. He said no it is not in that price rage. The bag I purchased was on sale for $199. The bag I asked about was $346. I eventually gave up because I could not get him to understand my question. I feel that Tory Burch should give you options for other replacements that they are willing to honor the price for, since they were unable to fulfill your order. Part of the reason I bought the original bag was because it was on sale. And a $50 credit won't be very helpful. I am not impressed with their online services and fulfillment processes. It should have informed me the bag was not in stock. The last customer service rep I spoke too said he would have the preauthorization dropped. I do not think they should preauthorize cards and have holds on peoples cards for weeks at a time, if they cannot 100% confirm the bag is in the stock.Desired Settlement: I would like to get a similar purse in the same color for the same price since they preauthorized my card, and took them 3 weeks to confirm they are not able to fulfill my order.

Business

Response:

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, GinaTory 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.

Sincerely,

Review: I purchased two bags and a wallet from [redacted] on 11/**/2014.

Order nr.: [redacted]

But I received an unqualified bag.

I am in China now, so the return shipping cost is expensive, toryburch refused to pay for it.

So we considered to repair it. Toryburch said that they would pay for it after they got the repair receipt.

But toryburch just sent me a give card which only can be used for the next purchase after I send them the repair receipt.

I am afraid that I will receive the unqualified goods again, so I sent email to toryburch that I want to get the promise that I will not receive the unqualified one again, but toryburch didn't give me any confirmation. They said that they will give me a refund which is less than the repair fee if I don't accept the gift card.

It is very strange that toryburch can not make sure to deliver the qualified goods to the clients.

I am so angry with it. Why must I use the repair bag which is more expensive than the qualified one. I can not accept it.

Every sales company must have a rule for the unqualified goods' sales price.

So toryburch must give me a special discount for the unqualified bag, I will not accept only repair fee refund again, because I really angry with the bad service attitude.

Looking forward to your kindly reply.

Thanks a lot!Desired Settlement: I want to get the special discount, and get the refund. Please send the email to me when you get the solution.

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.It is resolved.Thank you so much.

Sincerely,

Review: I purchased a Tory Burch Ella bag on 5/**/2014. The cost was $194.44 and the order number was [redacted]. I bought this bag because it was coated canvas and it was advertised as durable and water resistant. I wore the bag on 6/**/14 with a pair of dark trousers. After wearing the pants, my bag had a huge fabric transfer stain. I tried to remove it with soap and water. When that didn't work, I called and emailed the company for assistance. My customer service representative was [redacted] and my claim number was [redacted]. I was told to use baby wipes and baking soda to clean the bag. That didn't work. After email exchanges with [redacted] she said nothing could be done. I'm upset because no instructions were put in the package warning about clothing dyes being transferred to the bag. I was attracted to the bag because of its resistance to water and durability. I am a shopper that read before large purchases and if I knew there were stipulations for the bag I would've purchased something else.Desired Settlement: I'm looking for an exchange or complimentary cleaning service for the bag.

Business

Response:

I sincerely apologized to Sherita on her experience with the Ella tote and am having UPS pickup the tote. Once it is in transit I am exchanging the Ella tote for another Ella tote in the color of her choice.

Regards [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. 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,

Review: Company sent me the invoice of my refund, but still refuses to refund my actual money even after disputes have been filed with my creditor.Desired Settlement: $199.50 put back on my [redacted] smart connect account. the amount I paid for shoes that I have since returned.

Business

Response:

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,

Review: I placed an order on 8/**/2013 online with order number [redacted]. I placed the order with Express Shipping, however the order was shipped via Standard shipping and arrived on 9/*/2013. According to my order, there should be two bags in the shippment. However, there was only one bag. I called customer service immediately on 9/*/2013 and talked to a representative named [redacted], who promised to ship out the second bag via Express Shipping before 9/*/2013. She also said that the bag should arrive on Monday, 9/*/2013. However, I did not receive the bag 9/*/2013. I called the customer service again. A representative named [redacted] answered the phone but told me she could not check the status of my order because their system was down. Ironically, she asked me to call back after the system was restored intead of calling me back herself. After an hour, I called for the third time and talked to a representative named [redacted], who finally confirmed that they could not find a replacement number for my second bag - in other words they didn't even know if the second bag has been shipped or not.

It's been almost two weeks since I placed my order. My order should have arrived even through Standard Shipping. Now I still have not received the other bag. Nor have I been able to even track the status.Desired Settlement: I should be receiving the second bag by the end of this week 9/**/2013 together with a check/online store credit of $100.

Business

Response:

Customer replacement order for the 2nd bag was processed late on 9/* for Next day delivery. The order shipped on 9/** and was received today. 9/**, on trkg # [redacted]. Apologized to the customer for the delay and incovenience.

Review: I have order some bags at Tory Burch.com,order NO:[redacted] with a great coupon price(all of items 30% off),but they miss on of items I have order name:Robinson Double-Zip Tote ([redacted])

They return my money 1 week ago,but I still want my bag with that price!I have complaint wiht toryburch customer

service name [redacted],she said they dont have that bag now and I can not get any coupon with my next order even

I said I can wait until they have that bag!I love that bag!I want my bag!Desired Settlement: I want my bag with same price with order NO:[redacted] ,I can wait until they have that bag,or I want 30% coupon

code,I will order again with some bag else they have just like last coupon I have order

Business

Response:

Dear [redacted], From all of us at Tory Burch, we sincerely apologize for any inconvenience we have caused. At this time, you may have received an email correspondence from a Customer Care team member on June [redacted], which indicated that we have processed an exchange for the Robinson Double zip tote at the discounted amount. The package should have arrived to you via [redacted] Next Day (Tracking# [redacted] and order# [redacted]).Should you need further assistance, please feel free to contact us and we would be happy to assist you.Sincerely, [redacted]Tory Burch Customer Care###-###-#### (TORY)[redacted]

Review: On October *, 2014 I received a phone call from my [redacted] friend asking me to purchase some boots from Tory Burch before their friends and family event ended on 11:59 PM EST Monday October *, 2014. She was leaving for a trip that weekend. So upon seeing Tory Burch website stated FREE TWO DAY SHIPPING when paying with [redacted], I went to [redacted] and loaded up my [redacted] with cash. The order confirmation estimated delivery by Friday October **, 2014. As of end of Thursday I had not received a shipping notice. When I finally inquired the friday they were supposed to arrive, I did not receive a response until the following Wednesday Oct [redacted] telling me they were delivered. I too can check tracking but my question was why were they not delivered as promised with the [redacted] offer of 2 Business Day delivery. Today they have told me my order was not placed until October [redacted] and they cannot explain [redacted]' delayed delivery. Clearly the order was placed on Monday October * or I would not have been able to use the friends and family promo code. Tory Burch then proceeded to ship the item THREE FULL BUSINESS DAYS after my order was received. And now have changed the entire order of events. Tory Burch made no attempt to complete the promised 2 Business day shipping and furthermore do not recognize their intent of neglect. It is ridiculous for an organization of their size that prides itself in ethical and community involvement, to perform bait and switch practices.Desired Settlement: I want a refund of 20% of the order and an apology. Furthermore, if Tory Burch is to not meet promises clearly stated on their website they must remove said language from their website.

Business

Response:

There was an apology given on October **, 2014 for the [redacted] delay of her order. As a courtesy we also had provided her with a 10% and free shipping code for this delay on a future purchase. We will be more than happy to discuss this further, if she has any questions. We tried to reach out to her by phone (which a message was left) and by email.

Thank you,

Review: I placed an order for my wife's birthday after reviewing the 100% satisfaction promise that TORY BURCH LLC is stating. Order was placed with 2-day shipping method so I can get the merchandise at least on the day of the birthday if now late. It was promised to be delivered on Monday. When order did not get delivered until Monday afternoon, I contacted the business and after hours of back and forth they confirmed that I will get my order next day as the warehouse confirmed it citing the issue with the payment which they cleared it. I promised my family members to wait for another day to get her gift. Now on Tuesday until late evening none of the package arrived. I contacted the business again and they told me that they are sorry and they are having delays at the warehouse and order will be delivered next day. When I asked for compensation for this goof up they disconnected the phone. The agent had asked my number in the beginning of the call in case we get disconnected but he never called me back since he did not have any explanation. Now being very upset with this, I decided to contact customer service using chat option. When explaining entire events the agent told me that my order already got cancelled due to low inventory. Left without no option and frustration I demanded to speak with Manager and she promised to have someone call me. As if now its been an hour and there is no follow up.Desired Settlement: NEED THE MERCHANDISE THAT I ORDERED OR SIMILAR WITH A FULL REFUND OF MY ORDER AS PART OF INCONVENIENCE THAT I AM GOING THROUGH.

Business

Response:

Dear [redacted], From all of us at Tory Burch, we would like to extend our sincerest apologies for the recent experience you had while contacting our Customer Care team and for the cancellation of your original order ([redacted]). We want to thank you for taking the time to contact us and share this experience as we will certainly learn from it and improve our services based on the events that occurred. According to our records, we see that you spoke to Lionor yesterday, 10/*/2015, who was able to locate the gift item and ship it complimentary from one of our Tory Burch retail stores as a token of our sincerest apologies. At Tory Burch, it is of utmost importance to satisfy our customers in the level of products and service we offer. We do hope that you will contact us again should there be anything we can assist you with in the future.Warmest regards, GinaTory 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.

Sincerely,

Review: I recently visited the Tory Burch store at the Forum Shops in Caesar’s Palace Las Vegas while on vacation. I purchased two bags and an iPhone 6 case. I spent over $600. The service in the store was top notch, however when a problem did occur the customer service at Tory Burch was unacceptable.

I had limited room in my luggage. So I unpacked all the paper stuffing in the purses and carried them on the plane as a carryon in the cloth bags provided by Tory Burch. When I got home about a week later I noticed that I could not find the shoulder strap for the [redacted] Mini Square Tote. I don’t recall seeing the strap in the bag when I unpacked the paper, but I could have accidently thrown it away. The shoulder strap was the main feature on why I purchased that bag. I was going to get the larger [redacted] bag, but there was only one left in the store and it was damaged. I was showed the smaller version and I liked it better due to the strap.

I emailed Tory Burch customer service on 06/**/15 and I did not get a response until 06/**/15. I think the time delay is a bit ridiculous seeing that the Customer Service Department is open 8am – Midnight 7days a week. I requested to see if I could purchase a replacement strap. I was told no, with no options given. I then asked if a strap could just be sent to me. I was told no. I called Tory Burch Customer Service on 06/**/15. I spoke to a man and he really could care less about keeping my business. He processed my return labels which by the way he said he emailed to me and I never received. I asked to speak to a supervisor and I was disconnected. I called back and spoke to a different man and he said that a manager/supervisor by the name of [redacted] would be calling me back. [redacted] called me back within the hour and said that the Product Care Department was not available due to the fact it was late on a Friday (Once again the hours are 8 am – Midnight 7 days a week??). She said they would look for a strap in the warehouse on Monday and call me back on Monday. I never received a call back. I packed up all the items I purchased and took them to the [redacted] store and sent them back to their returns Department on Tuesday. Wednesday afternoon [redacted] finally called me back and said a strap could not be found. A moot point by now. I was cutting the deadline close due to their 30 day return policy, which I ended up making the deadline. I did track the package and Tory Burch did receive it. I have contacted them to follow up on my return and I have not received any response. I just want my credit card refunded the full amount. I am so disgusted with the poor service. I refuse to purchase another Tory Burch item. I will spend my money on more reputable designers that care about their customers.Desired Settlement: I want a full refund to my credit card. It had been over a week. I have not recieved any response from them.

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.

I received a refund in the full amount.

Sincerely,

Review: I ordered a merchandise total worth of $15*.9* from Tory burch website store on Nov **, 2013. They made THREE major mistakes on my order.

First, I chose $*.00 shipping option to expedite my order delivery(although the shipping fee was waived due to Black Friday discount), they automatically degrade to a slower shipping option which cost $4.00 without notifying me, which resulting a much slower delivery speed and a lot of inconveniences for me, (which I could still tolerate with that, if it was delivered by the after changed date, which was on Dec **, 2013)

Second, the order was further delayed by their shipping department (or their delivery carrier), the originally scheduled delivery date was Dec **, 2013, however, this order has not been delivered by Dec **, 2013. After Dec *, 2013, I will no longer live in my current delivery address and I am not able to receive this order anymore.

Third, I called in their customer service (###-###-####) twice and tried to find a solution. First time (Dec *, 2013), they committed they would have the order redirected to my new address which takes another 5-* business days (which I can still tolerate with this option). However, today (Dec *, 2013), when I called in again to confirm the change, they refused to fulfill this option because it might cost extra shipping cost for them. Then I asked the customer representative to cancel my order and refund me. However, they wanted me to talk to delivery carrier (which is UPS) to return the order and a lot of hassle to deal with. I will be on a business trip soon and I am not able to deal with all these hassles, and, THIS IS NOT MY FAULT AFTER ALL.

I am getting frustrated, this has been a HORRIBLE shopping experience for me. I will not be a customer to this business and I will not recommend it to any of my relatives, friends, colleagues and acquisitions.Desired Settlement: Immediate full credit refund and an apology letter from the customer service.

Business

Response:

We regret to learn about [redacted] order experience at [redacted]. At this time, we have issued a full refund in the amount of $15*.9* to [redacted]'s credit card ending in [redacted]. We will request from USPS that the package is returned to sender.

Thank you,

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,