Fashion Designers
Tory Burch, LLCHeadquarters
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Complaints
This profile includes complaints for Tory Burch, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 172 total complaints in the last 3 years.
- 56 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/09/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tory Burch warehouse made error on their end in unpacking returned items and will not issue my refund- i used exact label and packing they sent to send these items to them. ITEMS NEVER taken out of the box Order # ********* - Return received by TORY BURCH CONFIRMED on May 15, 2025 **** **** Espadrille / Orange *************** / 7.5 - ************************ Sandal / Perfect *********** Ivory / 7.5 - PendingBusiness Response
Date: 06/18/2025
Dear *** ************ ************* ******* *** **** ************ ****** ****** *********** ********** *******
I hope this message finds you well.
I would like to confirm the details of your refund. An initial refund of $314.65 was processed on June 3rd for the Smocked Cotton Skirt. Subsequently, on June 13th, refunds were processed for the **************** Sandal and the **** **** Espadrilles. Your actual total refund amount is $357.11.
Here is a summary of your order and refunds:
- Order Total: $671.76
- Refunded on June 3rd: $314.65
- Refunded on June 13th: $357.11
- Total Refunded Amount: $671.76
At this time, we consider this matter resolved. Should you require any further assistance, please do not hesitate to contact us.Best,
Tory Burch Client Services
Customer Answer
Date: 06/19/2025
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
Date:05/16/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed my order for a my mom's present on 05/07/25 totaling $146.00. It was supposed to have been delivered on the 9th of May by VEHO. It wasn't delivered. I have sent in pictures of my house to compare to the picture VEHO took of where they left the package. Tory Burch has refused to rectify the situation. It is clearly to different houses and one of their associates agreed with me.Business Response
Date: 06/06/2025
Hello,
We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. We have refunded the total amount of $146.28 to the original form of payment. If you need further assistance, please reach out to our *************** team at ************
Thanks,
Tory Burch ***************Initial Complaint
Date:04/29/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 21, 2025, I placed an order with Tory Burch (Order #*********) and paid in full. The order was scheduled for delivery on April 25, 2025. When the package arrived, it was completely emptyno item was inside the box.I immediately contacted Tory Burch *************** to report the issue. After their internal warehouse investigation, they concluded that all items were shipped and have since refused to issue a refund or replacement. Despite providing proof that I received an empty package, they dismissed my claim and advised me to use any resources I may have to recover the missing property, which is both dismissive and unhelpful.I would not be going through this effort if I had received what I paid for. I have made a good faith effort to resolve this directly with the company, but their response has been inadequate. I am requesting a full refund or replacement for the missing item, as I should not be penalized for an error or mishandling that occurred after the order left their facility.Business Response
Date: 05/06/2025
Hello,
We apologize for your recent experience with your Tory Burch Order. Please know that our warehouse investigation has concluded that all items were shipped out on your order. Per these findings, we are unable to provide a refund or a replacement. We strongly encourage you to utilize any resources you may have for missing property.
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 ServicesCustomer Answer
Date: 05/07/2025
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]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Business Response
Date: 06/06/2025
Hello,
We apologize for your recent experience with your Tory Burch Order. Please know that our warehouse investigation has concluded that all items were shipped out on your order. Per these findings, we are unable to provide a refund or a replacement. We strongly encourage you to utilize any resources you may have for missing property.
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 ServicesInitial Complaint
Date:04/10/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date 03/29/2025. order number *********. tracking ****************. amout $167.7 I placed an order for a pair of shoes called Cap-Toe Espadrille from Tory Burch. However, my order was wrongly confirmed as delivered under tracking number **************** with a fake delivery photo.Upon reviewing the delivery photo provided, I found that the image showed two large boxes that were not mine. Alarmingly, the same photo was used as proof of delivery for two other tracking numbers: **************** and ****************. Further investigation reveals that a total of three packages from Tory Burch used the same delivery photo, yet the photo only shows two boxes that belong to Tory Burch. Reference Number: ************. I have already filed a complaint with Tory Burch about this issue, but they insist that the package was successfully delivered and have refused to reship or refund. However, this is absolutely impossible. I have now provided the same delivery photo, which shows only two packages, as proof of delivery for three Tory Burch packages. This photo clearly shows only two Tory Burch boxes, and it is evident that one box is missing. Unfortunately, the missing box happens to be mine.I have now identified the tracking numbers corresponding to the two large Tory Burch boxes in the delivery photo of my package****************. These tracking numbers are **************** and ***************** The delivery photos for these two tracking numbers are identical to the photo of my package, which indirectly proves that the two boxes in the delivery photo do not correspond to my package. The proof of delivery for my package is false. My package was not delivered correctly.I have uploaded the delivery photo of my package along with the delivery photos for the other two tracking numbers. This shows that the same delivery photo with two boxes was used for three different tracking numbers, which serves as evidence that the proof of delivery for my package is falsified.Business Response
Date: 04/24/2025
Hello,
Upon receiving the findings of the carriers investigation, we were able to confirm a successful delivery of your package. As such, a refund or reship is not possible at this time, and we urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need further assistance please reach out to our *************** team.
Thanks,
Tory Burch ***************Initial Complaint
Date:04/03/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pair of $328 shoes from Tory Burch on 3/21/2025. The shoes were delivered but the driver did not follow my delivery instructions which explained in detail to put the item inside the bin next to my door. He left my shoes in the open to be stolen. I have video footage of the delivery on 3/26 @ 10:48am as well as video of the item being stolen from the location he left it at @2:12pm the same day. Despite my sending the footage of the theft to Tory Burch, the company refused to re-ship my shoes. Disgusting! I clearly am the victim here and the seller refuses to make me whole and ***** blatantly ignored delivery instructions which cost me $328 of my hard earned money. As far as I am concerned Tory Burch is a shiftless brand with no regard to their customers and **** poor customer service. I didnt ask for money back, all I wanted were my shoes! I will NEVER purchase from them again and tell everyone who will listen to follow suit. Never again will I give them a dime of my hard earned money. I am a registered nurse of 18 years who bought the shoes to build my wardrobe for my new admin role! Currently I am out of $328 and still dont have my shoes!! I am completely disgusted and refuse to quietly accept this loss!Business Response
Date: 04/24/2025
Hello,
Upon receiving the findings of the carriers investigation, we were able to confirm a successful delivery of your package. As such, a refund or reship is not possible at this time, and we urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need further assistance please reach out to our *************** team.
Thanks,
Tory Burch ***************Initial Complaint
Date:04/02/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Mar ******* , I placed my order ********* . I was waiting for my shipment and it was never delivered to me . After marked delivered , I waited 48 hours like policy said . After 48 hours, I contacted my courier and Tory Burch . Both told me my package was delivered successfully . Then was told to open investigation . No package is delivered successfully if shipment is not received by customer . Anyways , I continued to file a claim with courier through shipper (Tory Burch) . I waited 8-10 business days as stated . Just for the outcome to be that it was successfully delivered . And no refund or reshipment were available .Like I stated before ,I never received my package . I know for a fact my package was delivered to the wrong address because I was attentive with delivery . Never even saw *** vehicle drive by my property . I am really disappointed I wasted $582 to not receive a single thing nor help from the company .Hopefully am able to get some helpBusiness Response
Date: 04/18/2025
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. Please know that we take client feedback seriously and carefully evaluate any unfavorable experiences. We have reviewed your case, and a member of our team will be in touch to discuss either a refund or reshipping your product. If you require further assistance, please dont hesitate to contact our *************** team.
Thanks,
Tory Burch ***************
Customer Answer
Date: 04/23/2025
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. However , may I get more details regarding my refund/ reshipment ? When will I get reached out to ? I appreciate you all for reaching back and understanding. Your support means everything . Thank you !
Sincerely,
****** *****
Initial Complaint
Date:04/01/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Spent 150 on a belt that was delivered but I never receive. Filed a report and they came back and said its nothing they can do at the ******* basically Im out of my money with no package.Business Response
Date: 04/18/2025
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. Please know that we take client feedback seriously and carefully evaluate any unfavorable experiences. We have reviewed your case, upon receiving the findings of the carriers investigation, we were able to confirm a successful delivery of your package. As such, a refund or reship is not possible at this time, and we urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need further assistance please reach out to our *************** team.
Thanks,
Tory Burch ***************Initial Complaint
Date:03/17/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i placed an order with Tory Burch online 3/4/25 using Afterpay. Just to be clear - this is not an After pay issue. I promptly returned the shoes because they didn't fit. They were received on March 12th. I have been in contact with them three times to see when my account would be refunded since Afterpay will continue to charge me since Tory Burch has not refunded me. Managers and customer service refuse to help me and tell me I have to wait 14 days. They have the product, I don't and I will continue to get charged because of their refusal to help. I have called, texted and spoken with *******, Maraisha and ***. I should not have to wait to get my money back. I have been hearing that Tory Burch is doing a very bad job with customers and returns.Business Response
Date: 03/18/2025
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 we take our client's feedback serious and we thoroughly review our clients ' not-so-favorable experiences. Please be advised all returns must take the required time to process of up to 14 business days. We would not be able to process this quicker. Some returns to process sooner at which if this is the case, you would receive an email one it has been completed. You can also find this information on our website as well as we make sure to have it there for all clients to review. You are welcomed to reach out to AfterPay to see if they will be able to put a pause on your payments since the return is processing.
***********************************************************************************
Thanks,
Tory Burch Client Services
Customer Answer
Date: 03/21/2025
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. However, I will not be shopping with Tory Burch any longer. Their policies on this are ridiculous.Thank you for all your help
Sincerely,
***** ******* *****
Initial Complaint
Date:02/19/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My items was an exchange shown to be delivered, however they left my package in the mail room not at my apt door. When I went to collect it package is no where to be found,Now tory is telling be that package was delivered.But was never delivered at my door and is refusing to replace my order.Business Response
Date: 03/04/2025
Hello,
Upon receiving the findings of the carriers investigation, we were able to confirm a successful delivery of your package. As such, a refund or reship is not possible at this time, and we urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need further assistance please reach out to our *************** team.
Thanks,
Tory Burch ***************Customer Answer
Date: 03/18/2025
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:Good afternoon,
My package wasn't successful deliver, it was left in the mail room, not at my Apt if it was successful deliver please provide proof that it was delivered by hand to me or that I signed.
My package was left in a public area not in my mailbox and not at my Apt door, no contact was made in attempt to reach me and informed me that deliver person were at my door or on their way therefore this deliver was not successful.
I am hereby requesting a refund or replacement. Thank you.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ********
Business Response
Date: 04/02/2025
Hello,
Upon receiving the findings of the carriers investigation, we were able to confirm a successful delivery of your package. As such, a refund or reship is not possible at this time, and we urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need further assistance please reach out to our *************** team.
Thanks,
Tory Burch ***************Initial Complaint
Date:02/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Tory Burch ******* shoulder bag end of 2019, Covid happened so we didn't travel and I didn't get a chance to use the bag. This past December, we went to ********** and I used the bag for first time. The corners wore out, back pocket wore. The bag looks like its been used everyday. I used it for 2 days to ********** and one day *****************. I never put it on surface, kept as crossbody on me. I contacted customer service, they basically said, tough luck, we can give infomation for a repair place in ** but I'm responsible for repair bill. I asked her are these bags made of such cheap leather that it won't last 3 days. I didn't want money back from them, I just wanted to repair or replace the bag. It's not cheap bag, I should be able to use it more than 3 days without it getting damaged. I babied that bag for the time I carried it. I wasn't man handling it.Business Response
Date: 03/04/2025
Hello,
We apologize for your recent experience with your Tory Burch purchase We take pride in the quality of our products at Tory Burch. While our handbags, shoes, clothing, select accessories, and home collections do not come with a warranty, we stand behind the integrity of our designs. Our internal team has determined that the damage was a result of natural wear and tear. If you need further assistance please contact our *************** team at ************.
Thanks,
Tory Burch ***************Customer Answer
Date: 03/07/2025
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:Unless this bag is made out of paper thin leather it should be be in this condition for first time use. I never used until December 2024. I kept it on my personal, did not put it down or any hard surface. I expect better quality bag when you retail price if over $500. I used it 3 days for Disneyland trip and it looks like trash. I can't imagine that's quality of the bag that retails over $500. I have used bags for months, ( Coach and ******* ****) and did not look like that and I used those to run errands. This is bad quality product. This was my first Tory Burch bag and I purchased another one after which hasn't been used. If your bags are not meant to be used then you need to make consumers aware that these bags are for show only and not for use. A quality leather bag can't wear like that. Its not normal ************ Its poor quality bag.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** ******
Tory Burch, LLC is NOT a BBB Accredited Business.
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