Business Profile

Fashion Designers

Tory Burch, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:01/17/2024
Type:Order 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 ordered a bag on December 26, 2023, during the semi-annual sale. The shipment was fulfilled quickly and the bag arrived in 2 days December 28. 2023, however, when I opened the box I noticed the color was completely different from the bag that I purchased. The same style, just a different color. I called Tory Burch to ask that they send the correct item and was informed that the bag that I purchased was out of stock so they sent a similar bag. This is theft! They literally just sent whatever bag they preferred, without notice. I asked for a refund and I was told I need to return the bag. I was emailed shipping labels and instructions for me to label and package the return then drop off at ****** I do not have printing supplies and am unable to drive to a Tory Burch to return. Tory Burch stole from me. Why take my money and send me an incorrect item, then inconvenience me to return the product that you shipped, which I did not order in the first place. I want a full refund. They can send someone to my address to pick up the incorrect bag as I will not be inconvenienced to return the incorrect item that I did not order.
Business Response
Date: 01/25/2024
Hello,

We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. A member of our leadership team will reach out to you resolve to discuss your experience and find a resolution.

Thanks,

Tory Burch Client Services
Initial Complaint
Date:01/12/2024
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 the order on 12/8/2023 for 2 physical cards delivered to my home. After I received the card, the cards have 0 balance. It looks like the cards were never activated. I called the customer service and emailed them all the details as attached, but it takes forever to have a result of the investigation. As this is for holiday season gifts, and the time has passed, it hurts a lot to me and my friends. I would like to ask for a replacement or refund of the cards and the compensation from Tory Burch. There is no reason to take so long and still no response at all.
Business Response
Date: 01/22/2024
Hello,

We apologize for your recent experience with your Tory Burch Order. It is not indicative of the experience we strive to provide. A member of our leadership team will reach out to you to discuss your experience and find a resolution.

Thanks,

Tory Burch Client Services
Initial Complaint
Date:01/12/2024
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 purchased a watch from tory burch that has been discontinued and no longer works because it required an app that's no longer available. I can't find my receipt but kept the box and ticket showing the cost. I'd like a replacement watch equal to the cost of mine.
Business Response
Date: 01/17/2024
Hello,

We apologize for your recent experience with your Tory Burch product. It is certainly not indicative of the service we strive to provide. At this time we urge you to contact Fossil directly for a resolution at: *********************** at *************) or email (***************************************). If you need further assistance please reach out to our ****** Services team.

Thanks,

Tory Burch ****** Services
Customer Answer
Date: 01/22/2024
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 would expect Tory Burch company to resolve this matter since it was there name on my watch, not route me to another company. I purchased from yoyr company and expect a resolution by your company. This watch wasn't purchased from fossil!

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

Sincerely,

***********************
Initial Complaint
Date:01/10/2024
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 ordered this on 12-30-23 Order #********* and they didnt send it until 1-3-24 and received (guess) (no bell, left it to be stolen) on 1-5-24 via *** tracking #******************. I tried 1st contacting *** but they refused after so many attempts it is unreal but somewhat typical of them recently because theyre also refusing me access to my account because my email account that I had with them suddenly just went out of business and I cant do anything with it and I explained it to them but they refuse to help and put in my new email. *****, so called manager also said the # was incorrect & picture was bad - yes, not even my house, then she refused to answer me! I was forced to go to the brand: lied, refused to help, hung up, never did a thing. *** complained about them but heard nothing so I assume theyve done 0 to help me, Im livid. I tried to chat which wasted literally 4 hours of my very unhealthy life and got nothing but 3 liars who claimed 2 were managers? Why? Id love to know. All 3 shouldnt be on a phone ever again! 1st, ****** refused to even answer except for basic hello, sorry. After an hour of nothin I said need manager so lying gave me horrible lady named ******, after nonsense waiting. She didnt listen and I had to keep repeating myself, then while writing which you can see the other person in bubbles, which I saw the others doing constantly but got 0. She rudely wrote where are you, I was typing for less than 1 minute. So rude! She hung up and here was this woman - craziest I literally thing was ********. She said she worked with the last one. I asked her numerous times what she did to which she ignored me. After an hour she said she was a specialist, no manager. I was livid, nobody had been and they didnt do anything. I said I needed a transcript because Im out of memory and couldnt take screenshots which she flippantly told me to take - of 4 hours? Then she lied and said she had to wait for permission - lie, never got so NEED IT NOW.
Business Response
Date: 01/12/2024
Hello,

We apologize for your recent experience with your Tory Burch Order. Please know that we value the time you have taken to reach out to us, and we truly appreciate your patience.

We have received the results of your claim from **** and they have confirmed that your package for order ********* was not delivered successfully. Along with our sincerest apologies for this experience, we would like to offer you the option of either a full refund or a reshipment for your Tory Burch **** Printed Tote in Aster Pink Flower.

We appreciate you as a Tory Burch client and hope to create a seamless shopping experience for you moving forward. Please let us know which option you would like to proceed with regarding order *********.

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: 01/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this will be satisfactory if they also do these things which Ive also requested but theyve ignored me. Please forgive me if I have written you instead of them in some places, I mean all about Tory Burch and I thank you for getting them to work with you. Remember when I made a written complaint about your 3 worst lying employees, 1. ****** 2. ****** who pretended to be a manager and clearly wasnt and was very rude, and then the worst 3. ********* who refused to even tell me who she was until I proved it out of her. I need you you let me know what youre doing with these 3 very rude and mean lyers who wasted 4 hours I never had the health for. They all never belong in customer service and still dont. So I want them to be punished and go into heavy training and put into jobs elsewhere. So if I continue with you I will never have contact with people like this again and make sure your other people dont ever treat anyone else like I was treated, you should have already acted on this and I wonder why you havent? I called them on Jan.5 and nobody would even help me, I have a very detailed note that I will send you but not involve BBB. That needs to be #1 request. Actually its #2. #1 is Ill take the full refund thank you and also have my bag like stated. I tried to just get a new wallet but if youd like to refund the bag, I will keep looking for some type of full wallet. You are having terrible problems with your internet and I was going to make a few shoe purchases tonight but I guess you dont want me too, shame because I love the ****** Ballet shoes and you wont allow me to put things in my cart and then you just dumped my entire cart of over 10 items. I wasnt even close to being finished. ?? So this is another big problem. #3 request, I was promised by your #3 ******** who told me she never lied to me but all she did was just that. She refused to tell me whom she was - when they all said they were managers, the worst thing anyone can do is LIE TO ME. THAT IS JUST LOW, SHOWS NO INTEGRITY and makes the company look awful, so I dont know why youd want any of those 3 to be on your payroll. She said she had permission and was waiting on some specialist to make my transcript?? All it takes is a copy and send. **** and the others wasted 4 yes 4 or more of my hours that I dont have because Im very sick and they knew it but wasted it anyway and then she said until it came which it STILL HASNT - THAT HAS BEEN THE 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, Q7, AND IF NOT BY TOMORROW THE 18 - look how many days when she promised Id have it on the 5th. Not a very nice person, is she. So I asked politely, because I am nice and dont lie, to leave the screen up and Id see about writing it out which I shouldnt ever had to do but I dont have enough storage yet and still dont. But of course, being such an awful person she lied and said sure but she never did so and then I never got a chance to tell you my thoughts to customer service, I guess she was just to scared of what Id say - the actual truth. Now I need that transcript. She told me you keep it all so as promised, send it to my email as soon as possible as part of the deal. Then as part 4. Since *** is also scared of what I have the right to know but wont tell me, you also have a report so I need information on who was the person who was awful and delivered the package. I have the worst photo in history which they never should have allowed this person to take because its a blob and I can tell you this, its definitely not my house. My house is a lovely white brick house and this is so not it. So they totally lied, didnt read the directions on how a handicapped person has to have her packages delivered and went against every rule there is. So I would like to know who it is so she never comes back to my street to deliver. I have my parents and many other friends and elderly people who dont deserve their packages to end up like mine. Our normal person is terrific and actually reads the things about each client and would never just leave a huge package to be potentially stolen. Even youth our neighborhood is safe, many people from the larger city are coming down and are ruining our sweet place and we have no idea about them, as you can see. Please see what you can do, Ill include it in my note as well. Also please get your website fixed. Id hate to lose things because you have issues and lost my wishlist, which *** worked very hard on. So please refund my card that my purchase was on and also these requests. Then Ill be quite happy but I need to hear from you that youre also listening to my perfectly understandable complaint about these 3. Then itll be final. I will tell you the people who answer on your text have been quite pleasant to talk with during this.
Thank you so much,

Sincerely,

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

Business Response
Date: 01/25/2024
Hello,
We apologize
for your recent experience with your Tory Burch Order. Please be advised an authorization for the
amount of $1.84 was released on 01/25/2024.
If you need further assistance please reach out to our Client Services team.

Thanks,
Tory Burch
Client Services
Customer Answer
Date: 01/30/2024
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:

Please read all the things Tory Burch agreed to, they’re not telling you anything. They did pay me but that is it.
Did you read all 5 things they agreed to doing. They have not done 1 single thing. Where is my transcript? I have not gotten it?
- they promised to give me information from UPS, no they haven’t.
- I still don’t have that money in my account.
- they promised me they were going to be training their employees and I have not seen a thing.
- they agreed to much more. Where is that from the report and where is that on their agreement. You need to get out the agreement now please because as I have stated and you are not abiding to my agreement with them. They are not doing 1 single thing so they are not in compliance except for paying me, but that was it. Then that was pulling teeth. They are not doing anything else they agreed to. I’m livid and for I’m upset you’re not doing anything or showing me you are. Please this agreement you helped us with is not happening and also I’ve been trying everyday to get to you and still nothing. Why? I tried telling you last Thursday when I got the message, I have tried and tried and how I couldn’t because of the big error on the agent, who I don’t know why refuses to be known, unlike the last one, who then strangely left? I feel something shaded is going on. Please tell me they haven’t paid you off, that is illegal and unethical.
I’m not saying it is, but I’m trying and telling you what I know, and this not fair, please start making them.

This was the agreement and you have it all, but since I’m not getting anything, here again. Is what they owed me so now I do need more since it’s been awhile. It’s below.

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

Sincerely,

****** ****
Initial Complaint
Date:12/22/2023
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.
This transaction happened on Tory Burch website on Nov. 21st, 2023, via the official company website. I bought one ****** Mini Flap Bag Light Umber color, order number: #*********. My total bill is $256.88. Tracking number: #T***************. The Tory Burch website shows this package was delivered at 9:00 am on 25th Nov., but I never received it. The delivery VEHO sent me a picture showing it was delivered to a public road, not my apartment door, and I couldn't check whether that was my package or not since it was far away. I searched every possible place but didnt find it. I contacted Tory Burch customer service team on Dec. 2; they told me to wait for **** business days to investigate. I had two packages lost; I received an email from Tory Burch about another package on Dec. 11, but not this one. I had to call Tory Burch and then text them, they still asked me to wait. On Dec 12 and 13, I left comments on Tory Burchs instagram about my complaints. They just deleted my comments and pretended nothing happened. I also posted 3 times on ******* and @Tory Burch, but they still didnt reply. 10 business days already passed, on Dec 16, I texted Tory Burch again, the agent still asked me to wait, and until today Dec. 21, I didnt receive any feedback about this package. I contacted them for more than 10 times; they even dont have a case number, and thus every time I had to provide all the information and describe the situation. First, just throwing the package on the public road could not be called delivered. Second, the delivery issue is the issue between Tory Burch and VEHO, not the customer. It is the duty and responsibility of Tory Burch, not the customer, to ensure the package is delivered to the customer. Customers buying your products is a sense of trust, but Tory Burch just takes customers interests as s**** This is the most irresponsible company and disgusting customer service Ive ever met. Now I dont need a reship, I request a refund $256.88.
Business Response
Date: 01/02/2024
Hello,
We appreciate your patience as our team partnered with the delivery provider, VEHO. VEHO has confirmed that your package was successfully delivered on November 24th, 2023. Since VEHO has provided us with confirmation of delivery, we are unable to provide a replacement or refund for your order.

Tory Burch is not responsible for any stolen packages. I am unable to provide you further direction in regards to this matter and would recommend you explore your options available for these situations. We understand how frustrating this situation is and please know that we have exhausted all of the options we have available to us in assisting with locating your VEHO delivery.

Additionally, we would suggest using an alternative ship to address if possible for future orders. As we understand an alternative address may not be feasible, we would also encourage partnering with your nearest Tory Burch Boutique for a personalized in store shopping experience as well as we have exhausted all assistance with lost orders moving forward. Should you need further assistance, please feel free to contact us at ************** and a Tory Burch Client Specialist will be happy to assist you.

Thanks,
Tory Burch Client Services
Customer Answer
Date: 01/07/2024
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:
First, on the picture VEHO sent to me as the evidence of delivery, I couldn't recognize if it is my package. Second, even if it is my package, the address they delivered is not the correct address in my order, which is my apartment room, and I have attached the delivery address in my order and the picture of the correct address. If I return the package to a Tory Burch store, but just throw it on the road outside their store, could Tory Burch count it as returned? According to their response, they definitely can. So, I have returned this package to the road outside one Tory Burch store. Tory Burch needs to refund me immediately! As a famous company being so irresponsible, you have wasted me a lot of time!!! Refund me as soon as possible!!!!!

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

Sincerely,

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

Business Response
Date: 01/12/2024
Hello,
We apologize for your recent experience with your Tory Burch Order. A refund was processed as a one-time exception.
Additionally, we would suggest using an alternative ship to address if possible for future orders. As we understand an alternative address may not be feasible, we would also encourage partnering with your nearest Tory Burch Boutique for a personalized in store shopping experience as well as we have exhausted all assistance with lost orders moving forward.

We appreciate you as a Tory Burch client and hope to create a seamless shopping experience for you moving forward.

Tory Burch Client Services

Customer Answer
Date: 01/26/2024
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:12/22/2023
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 ordered two pairs of sandals for the black friday sale. one i did not like and the other pair wasnt wide enough for my foot. when i asked them to exchange the shoe they said they couldnt and that i could place a new order and the price MIGHT be changed to what i originally paid but they couldnt promise anything. when i shipped them back i only got a return for one pair and not both. called and they have no explanation. order *********
Business Response
Date: 01/02/2024
Hello,
We apologize for your recent experience with your Tory Burch Order. A member of our will reach out and resolve the issue with your order. If you need further assistance please reach out to our ****** Services team at ************ ************************************

Thanks,

Tory Burch ****** Services
Customer Answer
Date: 01/04/2024
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:12/20/2023
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.
11/24/2023 there are 2 packages amount ***** came from tory burch LLC should delivery, but I didn't receive, the camera showed the ***** just post the shoes box package for the delivery information. the ***************** customer service they can not ****** or refund to my . It is unfair to me
Business Response
Date: 01/02/2024
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.

Best,
Tory Burch Client Services
Customer Answer
Date: 01/04/2024
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:

In front door I have camera. It shows all the packages that were shoes boxes, they are almost the same size, not TORY BURCH packages. One package should have 3 handbags that size about 9inch*6inch for each, the boxes in the delivery details cant fit 3 handbags, so the delivery details information is wrong. The other package only has one small handbag the size 8 inch*4inch.These two orders using almost the same size shipping box is unreasonable. FedEx delivery is unsuccessful. Later I will file a complaint about FedEx. I didn't receive these two packages and tory Burch should ****** to me and I dont accept refund.

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

Sincerely,

*********************
Initial Complaint
Date:12/19/2023
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.
This transaction happened on Tory Burch website on 19th November 2023, via the official company website. I bought one ***** ************* New Ivory color and one **************** Flap Bag Black/Gold color, order number: #*********. My total bill is $475.11, tracking number: #****************. The Tory Burch website shows this package was delivered at 2:50 pm on 24th November, but I never received it. I searched every possible place but didnt find it. I asked the delivery VEHO to send me the pictorial evidence of delivery; they just sent me a picture of an empty passageway without any package. I asked them several times but they couldnt provide the pictorial evidence. I then contacted Tory Burch customer service team on Dec. 2; they told me to wait for **** business days to investigate. I received an email from Tory Burch customer service team on Dec. 11 that said Since **** has provided us with confirmation of delivery, we are unable to provide a replacement or refund for your order. I contacted customer service again ask for further investigation. On Dec 12 I received an email from the Supervisor of Tory Burch Client Specialist named ***; she still repeated that it was delivered so no refund. I asked her to provide me the pictorial evidence of delivery. She didnt give me any evidence and still just repeated previous words. I then sent her two emails about the VEHOs pictorial delivery of no package, and asked for evidence of delivery, otherwise they definitely need to refund me. But she didnt reply to me anymore. I leave comments on Tory Burchs instagram about my complaints. They just deleted my comments and pretended nothing happened. I contacted them via different ways for 14 times; they always responded without any solution but repeated robot-wise words. I am so surprised by Tory Burchs irresponsibility and terrible customer service as a famous company. I request the immediate refund $475.11 for my order and will never order from Tory Burch again!!!
Business Response
Date: 12/28/2023
Hello,
Thank you for contacting Tory Burch.We appreciate your patience as our team partnered with the delivery provider. VEHO has confirmed that your package was successfully delivered on November 24th, 2023. Since VEHO has provided us with confirmation of delivery, we are unable to provide a replacement or refund for your order.Tory Burch is not responsible for any stolen packages. I am unable to provide you further direction in regards to this matter and would recommend you explore your options available for these situations.
We understand how frustrating this situation is and please know that we have exhausted all of the options we have available to us in assisting with locating your VEHO delivery.Additionally, we would suggest using an alternative ship to address if possible for future orders. As we understand an alternative address may not be feasible, we would also encourage partnering with your nearest Tory Burch Boutique for a personalized in store shopping experience as well as we have exhausted all assistance with lost orders moving forward.We appreciate you as a Tory Burch client and hope to create a seamless shopping experience for you moving forward.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.

Sincerely,

Tory Burch Client Services
Customer Answer
Date: 12/29/2023
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:
VEHO couldn't provide the pictorial evidence of delivery to me and asked me to contact Tory Burch. Then Tory Burch just repeated the nonsense again and again that VEHO confirmed to them my package was delivered, so I couldn't get the refund. I never heard that customers need to pay for the packages they have never seen. I paid money for the products, Tory Burch has the responsibility and duty to provide me the pictorial evidence of delivery to my apartment door with the clear tracking number and my name on the package to demonstrate its delivery; otherwise, I do not accept their claim of delivery.Tory Burch could not prove my package was delivered successfully, how could they insist that it was stolen??? It's the most ridiculous words I've ever heard.

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

Sincerely,

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

Business Response
Date: 01/25/2024
Hello,
We have processed your refund of $475.11 to your PayPal account. We kindly ask that you allow up to 14 business days for the refund to reflect on your account. 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.

Sincerely,
Tory Burch Client Services
Initial Complaint
Date:12/12/2023
Type:Delivery 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.
My package was delivered to the wrong door and they refused to do anything *********
Business Response
Date: 12/21/2023
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.

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: 12/22/2023
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]
Did not receive item

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

Sincerely,

***************************
Initial Complaint
Date:12/08/2023
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.
On November 17,2023 I placed an order with Tory Burch and ordered a total of 8 items my shipment was sent separately into two shipments. I received both shipments but in one box I got 4 items and the other 3 a total of 7 items. That with two duplicate items and now I missing 3 items I only received 5 correct items from my order. I called upon receiving them and I told them about the duplicate they were quick to send me a prepaid shipping label to return them. Then I told them about the problem I had and all the person said was he was going to escalate this to the investigation department in the ware house I said thats fine hoping that they saw the problem either refund me or reship my missing items no I get an email December 3rd that they concluded their investigation that they shipped all these items out so I replied with show me the proof they simply replied with we do not have proof we go by weight ok so how do you know whats inside the box and thats when another person ******** from CMS after I had told the lady I was going to contact BBB regarding this matter I was quick to get thrown to another person to handle my problem! Till today I do not have a response. This is very frustrating especially knowing that I paid so much for this to happen let alone the sandals were $180.00 a piece. I see that so many people have complained about Tory which is ridiculous that they refused or give us a hassle to refund or reship our items.
Business Response
Date: 12/18/2023
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 glad a member of our team was able to successfully assist you and resolve your issue and refund you the incorrect product. If you need further assistance please reach out to our ****** Services team.

Thanks,

Tory Burch ****** Services
Customer Answer
Date: 12/21/2023
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,

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

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Tory Burch, LLC is NOT a BBB Accredited Business.