Complaints

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

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• 

  Tory Burch, LLC

  11 West 19th Street, 7th Floor New York, NY 10011

• 

  Tory Burch, LLC

  257 Elizabeth St New York, NY 10012-3530

• 

  Tory Burch, LLC

  38 Little West 12th St # 40 New York, NY 10014-1303

• 

  Tory Burch, LLC

  25 Westchester Avenue White Plains, NY 10601

• 

  Tory Burch, LLC

  550 Derby Ln Central Vly, NY 10917-6202

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.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  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 and order during the Holiday and the items were too small which were two pair of earrings , one for me and one for my daughter so I returned them . They received my refund on January 12th . Contacted them a week later and was told it was received but it takes up to 14 business days for the return to be processed . Contacted them again toward the end of the month and was told wait until the 30 or 31st . I finally got a refund a few days after but it was only half of the money on my credit card and the other half on a Gift Card . The first rep says it was strange and I should have gotten it all back on my card and would escalate the issue and would hear back later that day . Nothing , so contacted again to be told the department was closed on the weekend wait until Monday . Finally talked to another rep February 7th and after about an hour the rep said they only received one pair so they gave me a courtesy credit on a gift card for the other pair . Told the rep that couldnt be because They were packaged together so if they got one they got them both . Spoke with a supervisor and was told the same thing . Waited almost a month and a total of 7 to 8 reps to be told they only received one pair of earrings . I dont know how they process they returns at they warehouse but someone messed up at my expense . I dont want a Gift Card from them I wanted my money back the same way I paid .Original order # *********

  Business Response

  Date: 02/09/2023

  
  Hello,
  
  We apologize for your recent experience with Tory Burch.  We have reviewed your incident and our findings/resolution is the following:  We have partnered with our Returns Team to investigate this return and they have concluded one item was received.  As a one-time courtesy we did refund the missing merchandise to your original form of payment.  You should see this in your account in 3-5 business days depending on your financial institution.  Please reach out to our ****** Services team if you need any assistance in the future.

   

   

  Thank you,

   

  Tory Burch ****** Services 

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service Issues
  Status:

  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 for a belt on the Tory Burch website. I was informed the item was redirected to **** to delivered. The tracking information indicated the item was delivered to a mailbox by **** on January 3, 2023. I went to check and didn't find the items. A waited and kept checking but the item didn't arrive. I also order other items from Tory Burch, 1 packet was also missing. I was able to receive the others with no problems. Tory Burch took days to investigate and was willing to reship the other missing item but not the one in question. I received an email stating that the **** denied the item was missing and Tory Burch will not reship or refund me. Tory Burch probably got scammed by others but not me! I did not receive the item. I am demanding an immediate refund to the amount I paid. Tory Burch is large company and shouldn't scam me!

  Business Response

  Date: 02/09/2023

  
  Hello,
  
  We apologize for your recent experience with Tory Burch.  We have reviewed your incident and our findings/resolution is the following:  As a one-time courtesy we refunded your order to your original form of payment.  You should see this in your account in 3-5 business days depending on your financial institution.  Please reach out to our ****** Services team if you need any assistance in the future.

   

  Thank you,

  Tory Burch ****** Services 

  Customer Answer

  Date: 02/10/2023

  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:01/19/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 of order 11/28/2022 Amount paid $ ****** Order # ********* I never got my order delivered to me.Thank you ,****

  Business Response

  Date: 01/19/2023

  Hello,

   

  Upon receiving the findings of the carrier investigation, it appears the carrier has denied your lost order claim.  As such, we are unable to reship or issue a refund.
  
  If you have any further information that *** change the outcome of the carriers investigation or want to further dispute, please contact the carrier directly. You *** do so by calling **** at ************** and referencing tracking ***************************

   

  Thanks,

   

  Tory Burch Client Services 

  Customer Answer

  Date: 01/19/2023

  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]

  I Didn't see the package anywhere delivered in th abuilding on that day or any other day as i was checking regularly on it , asked all the neighbors as well , i even checked the nearby buildings but nothing was found..I called **** as well and while being on hold for an hour and half to speak with someone ,they told me the shipper is the one to reopen the case ( Tory Burch customer service were informed about that as well ).

   

  Thank You

  ****

   

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 04/12/2023

  Hello,
  
   Please note the below is final resoultion to this matter.
  
   
  
  We are sorry to hear regarding your lost package.  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.
  
  Thanks,
  
  Tory Burch Client Services 

  Customer Answer

  Date: 04/17/2023

  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]

   The business didnot provide any remedy for what happened and they didnot insure that package with **** and they denying responsibility of what happened

  ****

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  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.

  Hello, during the month of December I placed an order for two handbags, the quality of the items were not good so I decided to return both. I spent almost $1000 and I returned my items December 16,2022 using the return label I was given. After December 18,2022, my package hasnt moved, I asked Tory Burch to send me my refund as I already sent my order back and they said they will not be able to refund me. Their customer service representatives are no help and havent got me my refund. My order number is *********, my ***** tracking number is ************.

  Business Response

  Date: 01/10/2023

  Hello,

   

  
  We apologize for your recent experience.  We have reviewed your recent orders and identified there was an issue with the carrier returning the package.  A claim was initiated with the carrier, which was denied due to package status being In transit.  Return finally arrived at our warehouse January 9th and return was processed however, due a dispute submitted in PayPal by the client, the refund rejected (see attached). We will work with PayPal and respond to the dispute on file and release the refund for the amount of $903.23 Please reach out to our ****** Services if you need additional assistance.

   

  Thanks,

  Tory Burch ****** Services 

• Initial Complaint

  Date:01/04/2023

  Type:Delivery Issues
  Status:

  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 ********* on Nov. 20, 2022 from *****************. I ordered two ******** Color-Block Double-Strap Convertible Shoulder Bags in the order but only received one handbag in the package. (Photo1) The tracking number of the order is ****************** via **** From the *** website, the package weighs 2.5 lbs. I weighed the package I received with only one handbag inside. The weight is 2.5 lbs as Photo2 in the attachment. That means they only sent me one handbag, not two. I contacted customer service, but they refused to refund me the missing handbag ($160.30).

  Customer Answer

  Date: 01/09/2023

  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:01/02/2023

  Type:Product Issues
  Status:

  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.

  Once I actually receive my e-gift card refund at the correct email address I will no longer bother you. I will order and hope for the best this time because this whole process is time-consuming and ridiculous. I don't appreciate being told something is sent in my email and there is nothing but sales ads, under Tory Burch or cash star. I don't enjoy wasting my time to follow up since it seems if you don't you get ghosted. I just want my refund back. Whatever I order with it I won't make the mistake of returning it so I can chase a refund. The quality of the packages of this luxury brand sent from your Georgia warehouse was disgusting and was velvet bags that looked like it was under someone's car seat. It was worn dirty and covered in someone else's hair. I didn't feel confident in even touching what was inside. The jewelry was tiny and the appearance of the packaging was something you find at a flea market. Absolutely disgusted by this whole process to get my gift card back. This process loses customers and response time. To actually send my e-gift refund has been the most hassle ever. Luxury brand? Worst **************** ever. Just want to make sure I get a full refund, I spent $26.78 off of my credit card for the ambition bracelet which I kept so with tax that would have been ***** so which took $5.32 off my $300 e-gift card. My total refund since I returned everything else should be $294.68. Don't want to keep bothering you guys just want what's owed to me that's all. Would be nice if it's all one gift card since that's how I paid for it to begin with. I used to work for this company but was told I did "not fit" the demographic they were looking for and was fired right before Christmas. I came on time every day, dressed up professionally, did everything that was required of me, and participated when others were quiet. Others were dressed in hoodies and pajamas and called themselves leaders. I guess empowering older women with children is not the fit they want.

  Business Response

  Date: 01/02/2023

  Hello,

   

  We apologize for your recent experience.  We have reviewed your orders and verified refunds have been processed to an electronic gift card.  Please be advised leadership will reach out to you to provide an update and review your claim.  Please reach out to us if you need further assistance.
  
  Thanks,
  
  Tory Burch Client Services 

  Customer Answer

  Date: 01/09/2023

  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:12/05/2022

  Type:Product Issues
  Status:

  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 had placed an Order #********* on Nov. 11, 2022 which was supposed to be delivered on Nov. 14, 2022. But I didn't receive it even after 2 weeks (today). I contacted tory burch customer service on Nov. 17th and they opened an investigation claim and asked me to wait **** business days. When the 10 business days were completed that is 1st Dec 2022, I emailed the customer service again but they ask to wait indefinitely until the investigation is completed. They first told me I had to wait 10 days, which I patiently waited for and now they ask me to wait more. The items were supposed to be an anniversary present for my wife.

  Business Response

  Date: 12/09/2022

  Hello,

   

  Upon receiving the findings of the carrier investigation, it appears that they have denied your lost order claim.  As such, we are unable to reship or issue a refund.  If you have any further information that *** change the outcome of the carriers investigation or want to further dispute this claim, please contact the carrier directly.  If you have any further information that *** change the outcome of the carriers investigation or want to further dispute this claim, please contact the carrier directly. You *** do so by calling *** and referencing Tracking Number *******************

   

  Thanks,

   

  Tory Burch Client Services 

  Customer Answer

  Date: 12/14/2022

  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]

  I haven't received the item and I need my money back. I can't open a carrier claim as *** says that only the shipper can open it. Moreover, I have checked all my house, with my neighbours even but there is no trace of the package. 

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 01/04/2023

  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]

   I have already contacted the carrier and they have informed that they can't do anything in this matter. And that the sender is responsible for this. Moreover, I didn't pay *** for the order, I had paid you and I need my money back since I never got anything. 

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 01/19/2023

  Hello,

   

  Please be advised the below is the final resolution for this complaint.

   

   

  Upon receiving the findings of the carrier investigation, it appears that they have denied your lost order claim. As such, we are unable to ****** or issue a refund.
  
  
  
  If you have any further information that *** change the outcome of the carriers investigation or want to further dispute this claim, please contact the carrier directly. You *** do so by calling *** and referencing Tracking Number ******************.

   

  Thanks,

  Tory Burch Client Services 

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  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 dropped off my return at the store sent back the items. I received an email saying Tory Burch received my return but refund still havent been processed. I returned all 4 items and would like refund issued to original payment method Order number *********

  Business Response

  Date: 11/11/2022

  Hello,
  
  We apologize for your recent experience at Tory Burch.  After reviewing your case and discussing the incident with you. We identified the fourth item was not included in the initial return at our store.  A member of our team created a new return label for your package and you successfully dropped off at ***** location.  Once your return is received at our warehouse we will process a refund.  Please reach out to us if you need further assistance.
  
  Thanks,
  
  Tory Burch ****** Services

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  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.

  ********* dropped off my return at Tory Burch ****** at location around 11:50am on 11/1/2022. I came into the store to get a refund for my online order and somehow the store manager named **** insisted ********** back. So I left my items with her and she said itll be picked up by ***** by end of the day. It hasnt been. Im going to ask her to send me the photos of the package for the return. Since she said itll be packaged in the store. Im also more than willing to file police report if the package isnt picked up by ***** nor it hasnt been refunded properly later on after warehouse receives the item. I want Tory Burch HQ to talk to the ****** st location.

  Business Response

  Date: 11/04/2022

  
  Hello,
  
  We are sorry to hear regarding your recent experience at Tory Burch.  We have partnered with the ****** boutique and your package it scheduled to be delivered to our warehouse by end of day today.  Once your return is received your refund will be processed.  Please reach out to our ****** Services Team if you need further assistance.
  
  Thank you,
  
  Tory Burch ****** Services

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  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.

  Bought a Kira *** 10/14 Came for refund 10/21 1. ( charged my credit card instead of refund) - 10/21 2. Provided refund for *** return 10/21 (one refund only) 3. No refund issued for accidentally charge - no sales transaction or record found in Tory Burch system but you still charged my credit card. Bought nothing item wise (was told its a refund by the sa charged my card as transaction that is fraud! Check cameras. I need a refund as charge is now posted on my cc and it is no longer pending.I did not buy an item and she charged the card without authorization under false pretense of providing a refund! She failed to provide me with a receipt for refund. After spending 1 1/2 hour in store while she called the security and cops came and the whole drama and since the charge was pending on my credit card but apparently Tory burch couldnt find the transaction in their system because I never bought anything I had to leave and wait until my charge gets posted even though **** provided horrible customer service. She lied and argued. First she denied the second charge which I know she did by accident but she should have apologized and tried to fix the issue which she denied then she proceeded to tell me its the credit card terminal fault then she printed a refund receipt to tell me both charges (the original refund of ******** and the second accident charge is also refunded (on the same receipt but two copies) then she started arguing afterwards and because she didnt know how to fix it blamed me and etc. mind you I was in the store with my 1 year old baby and please check the cameras as I was seated on the couch the entire time and your other sales associate are witnesses as well that I didnt do anything she lied about me as a customer and didnt own up to her mistakes. She fraud charged my credit card as she told me Im swiping my card for a refund but In turn failed to provide me with refund and instead charged my credit card for the amount of $553.**.

  Business Response

  Date: 11/01/2022

  Hello,
  
  Our sincerest apologies for your recent experience at one of our boutiques.  We have worked with our retail partners to resolve this issue.  I have personally reached out to your cell phone and email look forward to connecting with you.
  
   
  
   
  
   
  
  Thanks,
  
   
  
  Tory Burch Client Services