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Business Profile

Fashion Designers

Tory Burch, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

This profile includes complaints for Tory Burch, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tory Burch, LLC has 31 locations, listed below.

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    Customer Complaints Summary

    • 173 total complaints in the last 3 years.
    • 56 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A purse was purchased through their website/e-commerce in the amount of $202.97 for the **** Tote purse in powder blue on 3/26/2023. The purse was delivered via ***** (trk#************) on 3/31/2023, to the wrong address as the photo the ***** took does not match our front door, and when my fianc and I got home from work found no package on our doorstep around 7PM. We immediately filed a missing package report through ***** (case #*********** *********). We called Tory Burch client services the next morning, 4/1/2023, to let them know the package was not delivered to the correct address, and the first representative said we did not need to put in a claim, since we already did through *****. When we called the second time to get more answers from Tory Burch client services that same day, the representative said we should put in a claim through Tory Burch since they are the seller. Both ***** and Tory Burch have denied our claims as they state the package was delivered properly, however; our front door does not match the photo where ***** delivered our package on 3/31/23. Attached are photos of where the package was delivered, and our front door. Both of which are clearly different.

      Business Response

      Date: 04/20/2023

      Hello,

       


      We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  It appears the carrier has confirmed successful delivery of your order however, I see a memeber of our team sent a reship of your order on April 10, 2023.  If you need additional assistance please reach out to our ****** Services team.

       

       

      Thanks,

       

      Tory Burch ****** Services 

    • Initial Complaint

      Date:04/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 on 4/2/23 during their spring sale for $848. It was delivered by ***** however ***** did not attempt to even put the package in a large secure mail container that I have out front of my house. My package left in plain sight and stolen from my porch shortly after. I contact TB immediately and they stated I needed to file a claim with ***** of which I did, and we could see where we go from that.I received an email stating that ***** assumed no liability for its delivery been damaged, stolen, missing, etc. When I followed up with Tory Burch as instructed when I first contacted them. The customer service representative stated that Tory Burch does not replace or refund any shipments of order that the purchase did not receive for any reason. I have been a customer of Tory for years and can not believe and frankly disappointed that they offer no assistance with their product after they ship. I have never purchased from a large retailer like Tory Burch that was not willing to offer any resolution, I really just wanted them to replace the order. I was once a very loyal customer but after this situation I feel like I have been robbed 3 time for a single order. 1) the person that took it 2) ***** who takes no care in their package delivery or following instructions and 3) Tory Burch, who clearly shows their loyalty is to their dollar and not the customer.

      Business Response

      Date: 04/12/2023

      Hello,


      We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  It appears the carrier has confirmed successful delivery of your order. As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property. If you need additional assistance please reach out to our ****** Services team.

       

      Thanks,

      Tory Burch ****** Services 

    • Initial Complaint

      Date:04/07/2023

      Type:Delivery Issues
      Status:
      Answered
      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 an online order on 3/31/2023, I paid for expedited shipping and the order was marked as delivered on 4/3/23. I never received my package , I called customer service for assistance with the hopes that they would be able to assist with locating the package. Unfortunately, they said they can only go off of ***** marking the package as delivered. The supervisor told me it was delivered to a door , but I live in an apartment and there are multiple doors. When he read the address , the unit number was missing. Which I then remembered when I initially placed the order, I put my unit number and then got a message for me to use the suggested address instead of what I typed and that cleared my unit number off of the shipping address. So what door was my package delivered to???? Tory Burch employees have been of no assistance, they havent provided a resolution to my problem.. this has been the worse experience! I will never shop with them again!

      Business Response

      Date: 04/12/2023

      Hello,

       

      We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  It appears the carrier has confirmed successful delivery of your order however, a refund for this order was processed on April 7, 2023.  If you need additional assistance please reach out to our ****** Services team.

       

      Thanks,

       

      Tory Burch ****** Services 

    • Initial Complaint

      Date:04/06/2023

      Type:Product Issues
      Status:
      Answered
      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 5th I contacted customer service about a missing package from order ********* . It was an order that was placed on March 25th. Jamia is **************** was kind in the beginning and i let Her know that ***** did deliver my package but it was not there when I arrived at home. I waited a whole week seeing the the neighbors picked up the package by mistake or if it had been taken and nothing came of it. ***** kept on insisting that the package was delivered. The problem That i have Is that it was not my fault for what happened and she made it seem like i have To work harder to get my package and that any relief such as a reship or a refund is impossible. She made me feel alone and unsupported in the situation. I was Gifted gift cards from my family that i used On the order and it was a lot to spend by them, and to know that by bad luck it went to waist. I would just like a refund for my order.

      Business Response

      Date: 04/06/2023

      Hello,

      We are truly sorry for your recent experience with your Tory Burch Order.  We partnered with the shipping carrier to investigate your delivery and they confirmed delivery.  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. Thank you for contacting Tory Burch feel free to reach out to us if you have additional questions.

       

      Thanks,

      Tory Burch Client Servies 

    • Initial Complaint

      Date:04/03/2023

      Type:Delivery Issues
      Status:
      Answered
      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 on Tory for a bag and shoe for my grandkid birthday. Order number ********* on March 28. I received an *** tracking number ******************* the tracking also shows the order will be delivered by **** on 4/2, tracking number **************************. I received an email from Tory on 4/1 when I was at work staying the order was delivered. Once I got home, I didnt see anything at my door, we knocked at my neighbors door to make sure the carrier didnt leave it at the wrong door, nothing . I asked my daughter to call customer service since I am deaf. They told us to wait 24 hours since the **** tracking doesnt show delivered. Today we called and a very rude representative was not helpful. I would like a refund, I have purchased many bags from Tory and I must said I am very disappointed. My purchase was for $828.38

      Business Response

      Date: 04/06/2023

      Hello,

       

      We are truly sorry for your recent experience with your Tory Burch Order.  We partnered with the shipping carrier to investigate your delivery and they confirmed delivery.  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. Thank you for contacting Tory Burch feel free to reach out to us if you have additional questions.

       

      Thanks,

       

      Tory Burch Client Services 

    • Initial Complaint

      Date:04/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 March 6th I placed an order for a purse through Tory Burchs website for $378.45. I was told Id receive my package on March 11th but I never did. I have filed 4 claims with Tory Burch as well as *** ** because the purse I ordered was never received and now Tory Burch as well as *** ** are telling me that there is nothing my that they can do for me and neither of them will refund me my $378.45 total. I am continuing to contact Tory Burch as well as *** ** because I am highly unsatisfied with the way my case is being handled. I dont believe anyone would falsely claim to not receive a package of this amount or go through the troubles that I am still going through to get my money back. I am hoping I can get through to someone and ultimately find a solution to my problem. The day the package claimed to be delivered *** ** drove past my house at the time the package was supposedly delivered and I saw this because I was in my front yard with my dog and nothing was dropped delivered. The picture I have attached is the confirmation picture that was provided in the confirmation email I was sent which is not what my porch looks like.

      Business Response

      Date: 04/06/2023

      Hello,

       

      We are truly sorry for your recent experience with your Tory Burch order.  We parnered with ***** to investigate your delivery and determined package was successfully delivered.  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. Thank you for contacting Tory Burch feel free to reach out to us if you have additional questions.

       

      Thanks,

       

      Tory Burch Client Services 

    • Initial Complaint

      Date:03/30/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      order number: ********* email: ********************** address: **** ***** ************************ *** **** ** ***** ********** Problem: I never received this order. Please check the tracking information in the attachment which was delivered to the wrong city New castle instead of my city Bear. Please reship the items to me or issue an e-gf as a refund if you can't reship them.

      Business Response

      Date: 04/03/2023

      Hello,

       We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  It appears the carrier has confirmed successful delivery of your order. As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property.

       

       

      Thanks,

      Tory Burch Client Services 

       

      Customer Answer

      Date: 04/09/2023

      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]You never checked the tracking information carefully. It was delivered to the incorrect city not my city. I never received this order. Please check the tracking information in the attachment which was delivered to the wrong city New castle instead of my city Bear. Please reship the items to me or issue an e-gf as a refund if you can't reship them.

       

       

       

       

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


      Sincerely,

      **** ****




       

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered a purse that was set for delivery by *** **. The package was marked as delivered with a photo- the photo was outside of my apartment gate and my package was left in a high traffic area. My item was not there when I checked the marked location. *** ** claimed no refund due to being the correct address. Tory Burch was contacted multiple times and spoke to a manager that stated it was now their policy. I dont want a refund I just want the purse that I purchased that I do not have possession of.

      Business Response

      Date: 03/23/2023

      Hello,

       

      We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  It appears the carrier has confirmed successful delivery of your order. As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property.

       

       

      Thanks,

       

      Tory Burch Client Services 

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Answered
      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 the McGraw Camera Bag online in the color Arctic on 2/14/23. The payment method was PayPal, and I received an email on 2/15/23, that my purchase would be sent via ****** On 2/17/23, I received an email from Tory Burch stating that my purchase was delivered. I received no package. I called Tory Burch customer service on 2/21/23, because I still had not received my package, although it was marked as delivered. When I called Tory Burch customer service, I was told that an investigation would have to be made, and that I would hear something back within a week. A week later, I still had not heard anything, nor did I receive any type of written confirmation or email regarding my concerns. I called back to Tory Burch customer service on 2/27/28. I was told that the investigation was complete, that ***** claimed they delivered the package, and that Tory Burch would do nothing further. I then asked to speak with a supervisor regarding this matter. A few hours later, a supervisor by the name of ************** called me, and he said he would investigate the matter further. He left a message later for me to call back, which I did. When I called back, I was told again that Tory Burch would do nothing about this issue, and that I would have to pursue this issue with either ***** or my banking institution. I again asked that ************** call me back, which he never did.I am extremely frustrated and angry with this matter. I purchased this purse for $242. I have not received this purse. As a loyal, paying customer, it is unfair that I am charged for a purse that I have not received. I, as the customer, did not choose who the carrier would be for this purchase, Tory Burch did. I do not feel it is fair that I be penalized and have to pay for a purse I never received. I also am frustrated that I never received any type of confirmation via email or writing regarding this matter. It is also very disappointing that *** **** never called me back.

      Business Response

      Date: 04/03/2023

      Hello,

       

      We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  It appears the carrier has confirmed successful delivery of your order. As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property.

       

       

      Thanks,

       

      Tory Burch Client Services 

    • Initial Complaint

      Date:03/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 26 2023 I made a purchase with Tory Burch for my wifes birthday, my expected delivery date was the 28th and it never showed, I called customer service and they told me they would do an investigation, nobody contacted me, I only found an email saying that the company is not responsible for stolen items. This is so irritating. I did not get my package and there is no accountability from Tory Burch .

      Business Response

      Date: 03/14/2023

      Hello,

      We apologize for your recent experience.  It appears the carrier has confirmed successful delivery of your order.  As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property. Thank you for contacting Tory Burch.

       

       

      Thanks,

       

      Tory Burch Client Services 

    Tory Burch, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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