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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:04/10/2024

      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.
      My order number is *********. I placed an order on March 29, 2024 for 3 items: one Small *********************** Quilt Convertible Shoulder Bag in the color rose salt, one *********************** Quilt Chain Wallet in the color rose salt, and one *********************** Convertible Shoulder Bag in the color natural/black. I received my package on April 3, 2024. When I opened my package, the *********************** Convertible Shoulder Bag in the color natural/black was missing. I messaged guest services right away and was told to wait 5 - 7 business days in regards to this matter. I received a message from them stating no solution was possible. It has been a very unfortunate experience, I truly expected more help from customer service. I would just like to be reimbursed for the missing item, Small ********** Canvas Convertible Shoulder Bag, from my package, of $491.02.

      Business Response

      Date: 04/16/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide.  The investigation concludes that all items were shipped. We are unable to accommodate a refund or reshipment. Should you need further assistance, please feel free to contact us at **************

      Thanks,

      Tory Burch Client Services 

    • Initial Complaint

      Date:04/10/2024

      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.
      I ordered a pair of the ****** Bomb sandals on 2/28. They were shipped using a service called Veho. They were delivered on 3/4. However, the Veho delivery person either ignored our clearly marked designated package area or was not paying attention. They left the parcel out in the open, visible from the streets. We have not received it. I contacted customer service only to be told by **** that I would not be issued a refund or offered reshipment because they were delivered. I explained that I should not be held liable because they used a subpar third party service who delivered incorrectly. I requested to be transferred or sent to a supervisor multiple times and **** refused to do so. Then had the nerve to tell me this is not the level of customer satisfaction and quality we strive to convey while literally refusing to A. Refund or reship and B. Transfer me. I have ordered from Tory Burch in the past with no issues. I am incredibly disappointed with this situation, and even more disappointed when I see the amount of people here on BBB and even whole threads on Quora and Reddit with the same experience. I will be exploring a chargeback with my bank and filing with the ** if not offered any other solution. Advertising as a luxury brand then giving this kind of service is so contradictory.

      Business Response

      Date: 04/16/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide.  It appears the carrier has confirmed the successful delivery of your order as such, we are unable to reship or issue a refund.

      Thanks,

      Tory Burch Client Services 

      Customer Answer

      Date: 04/17/2024

      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:

      Again, delivery was NOT successful because the delivery person did not leave the parcel where they are supposed to. You may say this is not the customer service we strive for but yet actions speak louder than words and defrauding customers seems to be a pattern with **********************. I will be filing a charge back and leaving comments regarding my experience. 

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 05/20/2024

      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:

      Again, Tory Burch has refused to accept responsibility for hiring sub par shipping companies and then wont stand by it when they mess up. How can you state that this isnt the service we strive for, just to turn around and tell me theres nothing you can do? Gross

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/24/2024

      Hello,

      Please be advise we do not reship or refund orders for confirmed deliveries by our carriers or when customers delay in notifying us issues with their deliveries.  As a one-time exception we processed a refund for your order which should reflect in your original form of payment in 3-5 business days.  If you need further assistance please contact our ****** Services team.

      Tory Burch ****** Services

    • Initial Complaint

      Date:04/08/2024

      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.
      This company's website promoted an incentive (Canvas Tote) if I made a larger purchase. I made that larger purchase, but the extra item never arrived. When I contacted the company, I was told they had a computer glitch and the offer I saw at online checkout was not actually being offered. I'd already made my purchase and given away the extra item I bought to qualify for the fake offer. The company's solution was to offer me 15% off ANOTHER purchase, which I'm not inclined to make AT ALL considering they didn't fulfill my first order. If a company doesn't send an item they promised, I don't believe a discount on a SECOND purchase is a fair compromise. I was able to return part of my order, but cannot return the item I already gave away as a gift (a bracelet). This complaint is less about the $30 bracelet I feel I was cheated into purchasing and more about the HUGE number of people, worldwide, who might have also been tricked into making larger purchases by an enticing offer that the company never fulfilled.

      Business Response

      Date: 04/16/2024

      Hello,

       Thank you for reaching out regarding the gift with purchase item on our website.Unfortunately, due to an unexpected technical error, this item was mistakenly published on our website. We do not currently have an active gift with purchase and sincerely apologize for any confusion or inconvenience this may have caused.  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.

       

      Thank you,

       

      Tory Burch Client Services 

    • Initial Complaint

      Date:04/08/2024

      Type:Sales and Advertising 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 placed an order with Tory burch on March 15, with a total amount of ****** USD!The order was marked Delivered on March 18 by a third party carrier called VEHO. But I never received it. They even attached a delivery picture as proof. However they just made a stupid mistake. In that picture there are only 2 packages, while I actually had 3 packages scheduled for delivery on that day, of which I only received two. The missing package is absent from the photo provided by ****.After contacting VEHO, they confirmed that the missing package was indeed lost in transit and advised me to seek a refund from the merchant, which is why I reached out to Tory Burch for resolution.Although on March 21st I initially received a response from Tory Burch promising to address the issue within 7 business days, I havent yet to hear back from them despite the passage of time. This lack of communication and failure to resolve the situation is unacceptable.As a loyal customer who has consistently chosen ********************** for their quality products and service, this experience has tarnished my perception of them.

      Business Response

      Date: 04/10/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order.  It is not indicative of the experience we strive to provide.   We are delighted to confirm that a refund in the form of an e-Gift card in the amount of $1,397.40 has been successfully processed for your order number *********. Kindly be advised that it may take 3-5 business days to receive a Tory Burch electronic gift card via email. We apologize for any inconvenience this situation may have caused and appreciate your patience. Thank you for your cooperation.

      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 

      Customer Answer

      Date: 04/19/2024

      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:04/08/2024

      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.
      I purchased a purse during their online sales event recentely, Are they have right to hold an equal amount of credit on my debit card without any notice and the customer's permission? 300+ bucks bag withholds 300+ credit, and they don't even let you know they gonna have a withhold operation. I received the purse 2 days, but this hold has not been canceled. Is that necessary? absolutely a bad online shopping experience. Won't trust this brand anymore!

      Business Response

      Date: 04/10/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order.  It is not indicative of the experience we strive to provide.  We apologize for any confusion with the payment for your order. If you are seeing a duplicate charge, please know that this is an authorization hold, and we will be removing it from your account. Once the additional authorization hold is removed, you will see the update reflected within the next 3-5 business days.If after that time frame, you are still seeing the authorization hold, please contact us back. If you would like to proceed with this option please reach out to our ****** Services team at ************.

      Thanks,

      Tory Burch ****** Services 

    • Initial Complaint

      Date:03/26/2024

      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 placed an order with Tory Burch on February 22nd,2024 and the purchased was marked DELIVERED on February 24th,2024 HOWEVER, the package was never delivered to my address and the picture that was shown to be delivered to my home was NOT my address, the door was a complete different color from MY door which Ive sent proof to Tory Burch, however they refuse to refund me my money back and have basically gave my package away to someone for FREE and kept my $311 dollars even with the proof Ive provided to them, so Tory Burch is stealing money from their customers and I would advise people to NEVER purchase from this fraudulent company, if you do want to make a purchase, please make a purchase in store because they dont care about stolen or lost packages and keep your money

      Customer Answer

      Date: 03/30/2024

      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:03/26/2024

      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 ordered an expensive pair of shoes from Tory Burch. This item was not delivered to my home. Tory Burch customer service claims they had the carrier do an investigation. They sent me a photo of a porch they left the package on that is not my porch. The findings of this so called investigation say that they did delivery said product. I would like a full refund for the product I have not received.

      Business Response

      Date: 03/27/2024

      Hello,


      We apologize for your recent experience with your Tory Burch Order. Upon receiving the findings of the carrier investigation, it appears the carrier has confirmed successful delivery of your package. As such, a refund or ****** 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 

    • Initial Complaint

      Date:03/22/2024

      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.
      Date of transaction 3/14/2024 Paid $1268.82 for entire purchase The order was delivered to my door and when we got home the order was not there. I called Tori ******************** to inform them, they stated that because the order was left at the door- they are not responsible. This is not my first time ordering form Tori ******************** and I felt as if they didn't treat me right. I am out of $1200 and would like my package to be re-delivered. This situation has bring me to depression, because how can they just not care about my money

      Business Response

      Date: 03/26/2024

      Hello,

       

      We apologize for your recent experience with your Tory Burch Order.  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 ****** Services team.

      Thanks,

      Tory Burch ****** Services 

    • Initial Complaint

      Date:03/13/2024

      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 purchased shoes and a tote bag the delivery person took a picture of my packages I had ordered clothes from another place but none of my items were at my house once I arrived from work after 5pm. I have been patiently waiting a refund and will never shop with this brand again. This was my first and last order with them.

      Business Response

      Date: 03/14/2024

      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 carrier investigation, it appears the carrier has confirmed successful delivery of your order. 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 additional assistance please contact our ****** Services team at ************.


       

      Thanks,

       

      Tory Burch ****** Services 

      Customer Answer

      Date: 03/18/2024

      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 have a police report and have done all I  can do on my end! There is nothing left to be done I will dispute my transaction with my bank if that is what Tory Burch stands for.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/02/2024

      Hello,

      We apologize for your recent experience with your Tory Burch Order.  On March 28, 2024 you advised your stolen package was retrieved by the authorities and a member of our team assisted with processing a return for your lovely *************. Once we receive your return a refund will be processed. If you need further assistance please reach out to our ****** Services team at ************


      Thanks,
      Tory Burch ****** Services 

      Customer Answer

      Date: 04/02/2024

      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:03/11/2024

      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.
      I contacted Tory Burch March of 2023 to see if I could get assistance with a broken pair of jeweled ****** sandals. Although *** requested a manager of NUMEROUS occasions and have been promised call backs at least 6 times. To date of March 9, 2024, my issue is still unresolved. I was only offered 15% off a new pair. I have since purchased numerous items from this company. I would like to be assisted. The customer service is absolutely horrible!!!! I am STILL awaiting the supervisor phone call almost 1yr later. The associates are SO RUDE and make snide comments! For almost $300 for a pair of flip flops the quality and longevity should have exceeded the span I received! I am totally disgusted!! The only reason I have purchased items since this is because my teenagers do not understand my future severance of supporting this company if this is not rectified! They want what is popular, and that is the ONLY reason why, my kids I have purchased after the constant bad service and support! Disgusted, and disappointed!! *************************

      Business Response

      Date: 03/20/2024

      Hello,


      We apologize for your recent experience with your Tory Burch Order.  It is not indicative of the experience we strive to provide.  Please be advise your return order arrived to our warehouse on March 12, 2024.  Our return processing time is 7-14 business days, a member of our team confirmed on March 19, 2024 a refund for the amount of $263.50 was processed to an electronic gift card. If you need further assistance please reach out to our ****** Services team.


      Thanks,

      Tory Burch ****** 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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