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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.
    • 57 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:12/19/2024

      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 am writing to file a complaint regarding an issue with an order I placed with Tory Burch (Order #*********). The order included two pairs of sandals, two different watches, a bag, and a sweater. However, what I received was incomplete and incorrect. Specifically:I received only one sandal instead of two pairs.I received two of the same watch instead of the two different watches I ordered.The bag and sweater were correct.Upon noticing the discrepancies, I immediately reported the issue to Tory Burch, providing detailed photos of the items I received. I was assured that an investigation would be conducted and that I would receive an update. However, after waiting for their response, I received an email stating that the claim was declined. I am extremely dissatisfied with this outcome for several reasons:The mistake was clearly on their end: The items shipped were incorrect and incomplete.I provided clear evidence: photos of the received items were sent, proving the discrepancy.Lack of accountability: Tory Burch not only declined my claim but also failed to offer any resolution or corrective action. They did not even propose reshipping the correct watch to **** am seeking a resolution to this matter. I request a full refund for the missing item (Patos Mismatched Heeled Mule Style #******) and the incorrect item, which has already been returned.Tory Burch is a reputable brand, and I expected better customer service and accountability. I hope that with the BBB's assistance, this issue can be resolved promptly and fairly.

      Business Response

      Date: 12/30/2024

      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. We appreciate your patience during the investigation process. Please be advised that our warehouse investigation has concluded all items were shipped out on your order. Per these findings, we are unable to provide a refund or a replacement.

      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 Services 

    • Initial Complaint

      Date:12/13/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 am sorry that i didn't find a way which can file a complaint to the outlet store, so i have to be here to write the terrible experience from outlet store loated ***************************************************I placed a order #********* for 3 ***** ***** top handle bags from Tory burch OPRY ***** outlet store on November 26th thougth the text, my shipping address *******************************************************************************************************!, and the tracking number is ************ But the packagewas delivered by NEWARK in final! Please notice that my shipping address is ********, not ******, one is west of map, another is east of map!! It's a long distance between them, I can't possibly receive the package at all!!!!my package is lost!!! I have contacted the tory burch outlet store many times, I asked that they recheck the right tracking number on their store system, but they refused to repond this matter. the sale's attitude is too bad, and the manager of the store always is out of store, nobody can process this issue for me , they don't care if the customers can recevie their package!!!Please! Please help me, It was a terrible experience!!!The order information ******************************************* ******** ********************************************************************************************* The relevant files are attached.

      Business Response

      Date: 12/30/2024

      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 that we take our clients'feedback seriously and thoroughly review their not-so-favorable experiences. A member of our leadership team will contact you with an alternate resolution.


      Thanks,

      Tory Burch Client Services 

      Customer Answer

      Date: 01/03/2025

      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:12/11/2024

      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.
      The carrier delivered the package to an unsecured location despite clear delivery instructions, and the package was stolen before I got to it. Delivery instructions were clear. I have not received the order and Tory Burch wont do anything to rectify it.

      Business Response

      Date: 01/07/2025

      Hello,

       

      We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. Upon receiving the findings of the carriers investigation your claim was approved. As such, we have reshipped your order . If you need further assistance please reach out to our *************** team.


      Thanks,

      Tory Burch *************** 

    • Initial Complaint

      Date:12/10/2024

      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 ordered two handbags in my order *********, but only received the * monogram bucket bag in the package, with the ******* ****** clutch missing. I contacted customer support multiple to address this issue and was declined for any resolution by the excuse that every item is inspected thoroughly in the fulfillment center before shipping. I also filed a missing item claim on the Tory Burch website, only to receive an update today stating that no resolution could be provided because the package was marked as delivered. *his response completely disregards the nature of my complaint, which pertains to the missing item within the delivered package, not a missing package ********* the seller, Tory Burch retains responsibility for ensuring that the items ordered are delivered in the condition and quantity purchased. Customers reasonably expect that the products they purchase will arrive as advertised and complete.*his experience has been frustrating, and I feel that my concerns have not been appropriately addressed. As a loyal customer, I chose ********************** for the quality of both its products and service. Addressing this issue fairly strengthens customer trust and reflects positively on the brand's commitment to customer satisfaction.I expect better communication and accountability when an issue arises with an order and kindly request the following actions:Immediate resolution by providing a refund for the item.Improved clarity and responsiveness in addressing customer complaints to prevent similar misunderstandings in the future.I trust that Tory Burch values its customers and will take swift action to resolve this matter. I look forward to your response and a satisfactory resolution.*hank you for your attention to this issue.

      Business Response

      Date: 12/19/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order.  Per shipping address on your order a third party shipper was used for your order per our policy: Tory Burch customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages.

       

      Thanks,

      Tory Burch Client Services 

      Customer Answer

      Date: 12/25/2024

      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]

      Thank you for your response regarding my missing item inquiry. While I appreciate your explanation about the policy regarding third-party shipping services, I must respectfully request that this matter be reconsidered for the following reasons:
      1. Responsibility for Fulfillment:

      As the seller, Tory Burch retains responsibility for ensuring that the items ordered are delivered in the condition and quantity purchased, regardless of the final shipping address. Customers reasonably expect that the products they purchase will arrive as advertised and complete.

      2. Proof of Loss

       

       

      The fact that the missing item was identified upon delivery to the third-party address further supports that the error occurred during the fulfillment and shipping process, not after the package left your possession.

      3. Customer Relationship and Trust:

      As a loyal customer, I chose ********************** for the quality of both its products and service. Addressing this issue fairly strengthens customer trust and reflects positively on the brand's commitment to customer satisfaction.

      I kindly request that you review this matter once more and provide a resolution, such as a replacement for the missing item or a refund. I am confident that Tory Burch values its customers and strives to uphold its reputation for excellence.
      Thank you for your time and understanding. I look forward to your response.

       

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


      Sincerely,

      ****** ****




       

      Business Response

      Date: 01/07/2025

      Hello,

      We apologize for your recent experience with your Tory Burch Order.  Per shipping address on your order a third party shipper was used for your order per our policy: Tory Burch customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur. Tory Burch is not liable for any damages from a third-party shipping service, or lost items or packages.

      Thanks,

      Tory Burch Client Services 

    • Initial Complaint

      Date:12/05/2024

      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 informed the company that the delivery they sent me only included one instead of the two items I ordered. There was no way for the second pair of boots to fit into the delivery box so Im left to surmise that the company didnt fulfill the order. I reached out to the company and their only response was that they cant help me and they wont send me a refund. Essentially, they stole over $300 from me.

      Business Response

      Date: 12/19/2024

      Hello,

      We sincerely apologize for the experience you had with your Tory Burch order. Thank you for your patience while we conducted our investigation. We would like to inform you that our warehouse review has confirmed that all items were shipped as part of your order. Based on these findings, we regret to inform you that we are unable to offer a refund or replacement. If you require further assistance, please don't hesitate to reach out to us at **************, and a Tory Burch Client Specialist will be happy to assist you.

       

      Thanks,
      Tory Burch Client Services 

    • Initial Complaint

      Date:11/07/2024

      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.
      October 26, 2024 Order #********* I buy 6 bags $1,685.60 But i only receive 3 bags Tory burch monogram mini bucket bag color:tory navy lost 2 Tory burch t monogram bucket bag color:tory navy. Lost 1

      Business Response

      Date: 11/20/2024

      Hello,

      We sincerely apologize for the issues you've encountered with your Tory Burch order. According to the shipping address provided, a third-party shipper was utilized as per our policy: Tory Burch customers who opt for third-party shipping services are responsible for any applicable duties, taxes, and shipping charges. Tory Burch cannot be held liable for any damages caused by a third-party shipping service or for lost items or packages.

      Thank you,
      Tory Burch Client Services

    • Initial Complaint

      Date:09/17/2024

      Type:Sales and Advertising 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 bought these jellys a few yrs ago wore them and suddenly the strap broke on both jelly sandals so upset since I paid $95 for them and own 20 prs of ur sandals and never had an issue. I need a replacement pair of them

      Business Response

      Date: 09/20/2024

      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.  If you need further assistance please contact our *************** team at ************.




      Thanks,

      Tory Burch *************** 

      Customer Answer

      Date: 09/25/2024

      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]

       

      They keep telling me to go back to Bloomingdales for them to do something  I already did that and they wont do anything without a receipt   They told me to deal with this issue with Tory Burch Im getting the run around  I just want a replacement for the broken jelly sandles  they shouldnt have broke 

       

       

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


      Sincerely,

      ******* *****




       

    • Initial Complaint

      Date:09/16/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Regarding *********. I have not received my shipment. I have contacted business multiple times and they were unwilling to help. Please resolve issue immediately to avoid further escalation

      Customer Answer

      Date: 09/20/2024

      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:09/06/2024

      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.
      Well I ordered next day shipping and everything was going great until they delivered the package and they took a picture of the package and it was a picture of the floor and the box and I got home from work and there was no package like all the doors have a unit letter for a reason so why take a picture of the floor so I messaged customer service and they said they couldnt do anything about it

      Business Response

      Date: 09/20/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. 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:08/16/2024

      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.
      Subject: Complaint Regarding Hidden Return/Exchange Policy**I purchased ************** ]from your online store [*****************](Order Number: [*********]), but unfortunately, the item was too small. When I attempted to initiate a return or exchange, I was surprised to discover that the item is not eligible for returns or exchanges.The terms stating that the item is non-returnable were not prominently displayed at the time of purchase. As a customer, I believe it is essential for such crucial information to be clearly visible before finalizing a purchase decision. This lack of transparency has left me feeling misled and disappointed with the overall shopping experience.I kindly request that you review this matter and consider making the return/exchange policy more conspicuous on your website. Additionally, I would appreciate it if you could reconsider my request for an exchange or provide an alternative resolution to this issue.Thank you for your attention to this matter. I look forward to your prompt response and a satisfactory resolution.

      Business Response

      Date: 08/29/2024

      Hello,

       

      We apologize for your recent experience with your Tory Burch purchase. It is not indicative of the experience we strive to provide. Please note that our Private Sale event offers the deepest discounts on our products and, as a result, all purchases are considered final sale merchandise and are not eligible for return or exchange.  If you need further assistance please get in touch with our *************** team at ************.

      Thanks,
      Tory Burch *************** 

      Customer Answer

      Date: 08/30/2024

      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 mentioned that private promotions should be clearly marked as non-returnable, rather than informing the customer that they cannot be returned after the order has been received.

      I did not see any indication that the item was non-returnable when I placed the order. You have an obligation to clearly mark this information and inform consumers.

       

        

       

       

      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.

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

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