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 has 31 locations, listed below.

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  Tory Burch, LLC

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

• 

  Tory Burch, LLC

  1992 Northern Blvd Manhasset, NY 11030-3527

• 

  Tory Burch LLC

  555 S Grand Central Pkwy STE 3451 Las Vegas, NV 89106-4035

• 

  Tory Burch, LLC

  3101 Pga Blvd Palm Beach Gardens, FL 33410-2820

• 

  Tory Burch

  3500 Peachtree Rd Ne A6 Atlanta, GA 30326

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:09/23/2022

  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 didnt receive crepe gown dress in this package and cs told me they'll issue a refund. no refund was given still. I would like a refund as promised and I called ***** and there's been no updates

  Business Response

  Date: 09/28/2022

  Hello,
  
  We apologize for your recent experience.  We have reviewed your order and submitted an investigation with our warehouse and carrier (*****).  It was determined both items were sent.  Our management team reached out on 09/26/2022 with our findings.  Please contact our ****** Services Team so we further assist you.

   

   

  Thanks,

   

  Tory Burch ****** Services 

• Initial Complaint

  Date:08/22/2022

  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 purchased a new handbag from Tory Burch website. However I received a used handbag instead. Multiple scratches, garbage(face oil sheets) is in the inner pocket, makeup marks on the bottom, etc. It looks 100% returned handbag which was used at least multiple occasions.The bag was for my wife's birthday gift and they Tory Burch ruined it completely.First of all, it is a definite fraud selling used handbag as a new one. I wish to be contacted to a news channel to broadcast how Tory Burch committed a fraud. I don't know how to contact them but I'll definitely try my best to broadcast it to every potential customers who may have a same experience as I had.I called the customer service and I'm being told that I'll receive an exchange in 4 business days. I requested to speak with a person who is in charge of this situation. The representative promised me that the person is with another customer so he will call me by the end of the day which never been happened.I wish to be contacted from Tory Burch to hear how and why this thing happened, how they can prevent same fraud in the future and an official apology from the company.

  Business Response

  Date: 08/23/2022

  We apologize for the for your recent experience.  A member of our leadership has reached out to assist with your recent order/exchange. Please reach out to us if you need additional assistance.

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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 have a gift card to use at Tory Burch. I tried to go to the store for more than 3 times but I was rejected to enter the store because they created a rule on their own that Customers have to sign ** in the registry first in order to visit the store. The wait list apparently is always full until the end of day and no walk in is allowed despite the entire store is completely empty with no customers in it. When I asked for a refund of the gift card, they said its not allowed. As a result, tory Burch have recognized my money as profit but cannot honor any value in return. The store is deceiving and trying to make a profit by making a redemption difficult. I am now left with a worthless gift card that I can never redeem. Please investigate the store.

  Business Response

  Date: 08/26/2022

  We are sorry to hear about your recent experience. I have partnered with my retail partners to resolve this issue and to provide your feedback. They advise me they have reach out to you with a resolution.  Please feel free to contact us again.

  Customer Answer

  Date: 09/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable and the matter has been resolved.
  
  *******************************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  On 8/7 a package was marked as "delivered" through Tory Burch. I never received the item. I requested a refund over 15 times in all of my back and forth correspondence. The address that I originally submitted in my order was *******************************************************************. Tory Burch (the merchant) went into my order and changed the apartment number to *****. That is not even a valid apartment number in this community. I have tracking information proof that on 8/6 Tory Burch contacted ***** to change my address providing them the INCORRECT apartment number. They are refusing to return my money. They are not rendering a product that I paid for. Instead ***** from client services is trying to find fault in matter rather then correcting the issue. I did not receive my package therefore I should not be charged- period! They sent an email stating that they called ***** to retrieve the package from the home it was delivered to . That is NOT a solution at all! It is unsanitary and leaves unmonitored room for package tampering and potential counterfeit fraud as this is a designer brand. Tory Burch is refusing to give me my money back. They are unprofessional and do not provide the appropriate customer service. A consumer should NEVER have to wait for the merchant to "find fault" in order to give a resolution. I have provided them ample amount of proof and they continue to be noncompliant. I am most displeased with the poor level of accountability from a supervisor. They are stealing from consumers - this is 3rd degree grand **************** fraud since the took my money and did not provide the product. I WANT MY MONEY BACK!

  Business Response

  Date: 08/23/2022

  Hello,

   

  Sorry to hear regarding your recent experience.  Please note this order was refunded on August 8, 2022.  If you need additional assistance please feel free to reach out to us.

   

   

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair 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.

  Where do I begin. Im filing this complaint due to the fact my $200 sandals broke while I was walking to my hotel room. Resulting in me having to wear socks out the hotel to my car because I did not have any shoes. I over looked how many times the backs came off my earrings resulting to me having one of every earring this company has but as it relates to the shoe wear this is unacceptable. I literally had to walk outside without shoes. I have at least 10 pairs of Tory Burch shoes

  Business Response

  Date: 08/08/2022

  Hello,

   

  We are sorry to hear regarding your recent experience with one of our shoes.  We would love to discuss options and find a resolution please contact us at ************. Look forward to connecting with you.

   

  Thanks,

   

  ******* 

  Customer Answer

  Date: 08/09/2022

  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,
  
  *********************************