Complaints

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

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  Tory Burch, LLC

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

• 

  Tory Burch, LLC

  257 Elizabeth St New York, NY 10012-3530

• 

  Tory Burch, LLC

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

• 

  Tory Burch, LLC

  25 Westchester Avenue White Plains, NY 10601

• 

  Tory Burch, LLC

  550 Derby Ln Central Vly, NY 10917-6202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/08/2023

  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.

  I placed an order with Tory Burch and never received my package. **************** provides blanket statements without any insight on the progress of the investigation. The company has offered no refund and refuses to speak with me regarding this issue.

  Business Response

  Date: 12/18/2023

  Hello,

   

  We apologize for your recent experience with your Tory Burch order.  Upon receiving the findings of the carriers investigation, we were unable to confirm a successful delivery of your package. As such, we are happy to extend a refund for order #*********. If you need further assistance please reach out to our ****** Services team.
  
  Thanks,
  
  Tory Burch ****** Services 

• Initial Complaint

  Date:12/04/2023

  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.

  Hello, the story is as follows: I purchased an order worth ***** dollars at Tory Burch during Black Friday on November 23rd, and the order was for two bags. The order was successfully delivered on November 28th, but I haven't received my goods yet. Later, I found that my bags were stolen by someone. I think the reason for the loss of my parcel is that the merchant hired a new express company to deliver my parcel. This express company did not deliver at the normal delivery time, and it showed on the system that my parcel was delivered at 6:13 p.m., but I checked the monitoring and found that the real delivery time was 7:10 p.m., and the Courier obviously behaved abnormally. I did not put my delivery in the delivery box, and left it on the roadside at random, which led to my delivery being stolen by someone.I asked Toty Burch to help me deal with the after-sales and contact the express company for compensation, but they all refused to say that they would not bear the after-sales problem. Therefore, I want to lodge a complaint against Tory Burch, and I hope you can help me protect my rights and interests.In addition, they also gave me the wrong delivery company, which is a brand new express delivery company, but tory burch's online customer service gave me the contact information of the express company was ******

  Business Response

  Date: 12/12/2023

  Hello,

   

  I understand your concern with order ********* placed on November 23, 2023 for the (******************* Convertible Shoulder Bag and the Mini ****** Flap Bag) I am sorry to hear that your order appears to be lost.
  
  
  In researching your order ********* it does appear that it was successfully delivered to the shipping address we have on file for this order. The shipping address for this order appears to be the location of a third -party shipping service. As indicated at ToryBurch.com, Tory Burch is not liable for any damages or loss caused by a third -party shipping service.
  
  
  I welcome you to contact the shipping company you have used to forward your order for more information and to open a claim. 

  Thanks,

  Tory Burch Client Services 

  Customer Answer

  Date: 12/18/2023

  I do not accept the reason for this third party address, thank you

• Initial Complaint

  Date:11/20/2023

  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.

  I placed an order with Tory Burch for a pair of shoes and a belt which totaled $265.36 which included a $50 birthday discount ($50 off $200). I received the shoes and they were too big so I requested an exchange for a half size smaller. Due to them being on sale and selling quickly I asked if there was any way I could go ahead and have the correct size shipped. I had actually read on the website that they do this which is why I asked. I was told by ****** that unfortunately nothing could be done until the original pair arrived. The day my pair arrived, of course they were sold out of my size! I contacted customer service and was told that it was handled inappropriately and that an advance exchange should have been done! Now, in return for and on top of my inconvenience and it being handled inappropriately, TB wanted to refund me the price of my shoes MINUS half of my birthday discount! Im failing to understand how their mistake should result in me missing out of my shoes and now losing money? I explained that the $50 came off of the total amount (as seen on the receipt), not each item. She stated that she couldnt refund me for something I hadnt paid? What?? The total was $265. Yes, it wouldnt have been $200 without the shoes but its not my fault they werent available! I should have my shoes and this wouldve never been an issue!! I still purchased an item and my birthday discount should have been honored on that item!! They would have still had $100 of my money! Im just floored that a company can s**** over a customer like this and will argue them out of $25 when the whole thing was their mistake! I want my $149 + tax for my shoes! Thats what I paid! Heck, I wanted the shoes!! The discount was not split between items. It came off the total. TB will now lose a customer and ** returning the rest of my order over $25 and not honoring their discount for a mistake that they admitted they made! This is a horrible business. They do NOT care about customers!!

  Business Response

  Date: 11/30/2023

  Hello,
  
  We truly apologize for your recent experience with your return. We understand there was some confusion with your order however, your exchange was successfully processed and discounts honored. If you need further assistance do not hesitate to reach out to us.

   

  Tory Burch Client Services 

• Initial Complaint

  Date:11/17/2023

  Type:Sales and Advertising 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 two shoulder bags on 11/9/23. When I received my order on 11/13/23, only one of the two items ($348) was included in the package with a receipt that stated that both bags were in the package. I immediately contacted TB ***************** The **************** rep. ****** told me to file a missing item claim ($548), submit some photos of the package front and back, and that I'd hear back within 3-5 business days. I did that, however, I needed both items within 3 days as I am traveling internationally to my sister's wedding, and the bag that was not included in the package was a gift for her. Since I was told that I would need to wait multiple days, I asked for another bag to be shipped with expedited shipping. I paid for this and received it 11/16. On 11/16, I inquired back about the missing item and as a response, I received message from **************** rep. ***** stating that they had done "extensive investigation" with the carrier and the warehouse and found that all items had been shipped and the package had not been tampered with. "The final resolution is we will not be proceeding with any additional action regarding your order. A refund or reship will not be eligible". Note that the package I received was in perfectly good condition. In my order, I had also asked both bags to be put in their complementary gift bag. Also important to note, the gift bag with the one bag is big enough for only one bag and the package is big enough for only one of those gift bags. There is no way that both items were put in the package. I explained this to reps numerous times to no other answer but "i'm sorry this happened". I have bought from Tory Burch multiples times, and this is the most upsetting experience I have ever come across with any business. Considering how big the brand is, I expected more support resolving this issue. Please know that if you buy from Tory Burch, and an incident like this occurs-a mistake by a Tory Burch employee (honest or dishonest)-, you will not receive appropriate support/service from the company.

  Business Response

  Date: 12/12/2023

  Hello,
  
  We apologize for your recent experience with your Tory Burch order.  Our management team reviewed your incident and refunded your order $586.36. If you need further assistance please reach out to our ****** Services team.
  
  Thanks,
  
  Tory Burch ****** Services 

• Initial Complaint

  Date:11/10/2023

  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.

  My order number is #********* on May 17,2023. And I tried to return this order on July, the agent said they would send me a return to my email. But until now, I dont receive it. And when I ask them again, they even refuse to the return. And the bag is total new, I never use it.Now I'm requesting to return this order and get a refund.

  Business Response

  Date: 11/24/2023

  Hello,

   We apologize for your recent experience.  We regret to inform you that a return was created on July 11, 2023 when initially requested it. Returns should be sent upon creating, we made a one-time exception when you contacted our ****** Services team us since it was after our 30-day return policy. Unfortunately,at this time we will not be proceeding with accepting your return.

  
  
  Thanks,
  
  Tory Burch ****** Services 

• Initial Complaint

  Date:11/09/2023

  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.

  Order number ********* I ordered 2 bags from Tory Burch and shipped to my address on the 29th Sep. However, the tracking information shows it was received by *** on October 05th. My shipping information name is ***************. And I don't know who is ***. I asked the neighborhood and found it everywhere. I cannot find the package. So I'm requesting to have a refund or replacement.

  Business Response

  Date: 11/17/2023

  Hello,
  
  We are sorry to hear regarding your recent experience.  it does appear that it was successfully delivered to the shipping address we have on file for this order. The shipping address for this order appears to be the location of a third-party shipping service. As indicated at *************, Tory Burch is not liable for any damages or loss caused by a third-party shipping service.
  
  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  Date:11/07/2023

  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.

  I ordered a purse from Tory Burch and I filed a complainant an out the wrong number so it never got to me that it was being reviewed but they sent me a letter saying its closed but I paid over 600$ for that purse and still have not received nothing and Tory Burch said theres nothing they can do.

  Business Response

  Date: 11/17/2023

  Hello,

  We are sorry to hear regarding your recent experience.  A member of our team reached out to your directly and provided a resolution to this matter.  If you need additional assistance please do not hesitate to reach out to us.

  
  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  Date:11/07/2023

  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.

  I placed an order online. The order number is *********. However I did not received the package at all. I tried to find the package around my house but I still did not get that. I am very anxious. I need the refund of the order.

  Business Response

  Date: 11/16/2023

  Hello,

  We are sorry to hear regarding your recent experience.  Upon receiving the findings of the investigation, it appears the carrier has confirmed 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.
  
  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  Date:11/03/2023

  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.

  I placed an order online. The order number is *********. However I did not recived the package at all. I tried to find the package around my house but I still did not get that. I am very anxious. I need the refund of the order.

  Business Response

  Date: 11/17/2023

  Hello,

  
  We are sorry to hear regarding your recent experience. Upon receiving the findings of the investigation, it appears the carrier has confirmed 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.
  
  Thanks,
  
  Tory Burch Client Services 

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction happened on Tory Burch website on 30th September 2023, via the official company website, during the 30%off Fall event. I paid for the ******* small bag in wheat green. Order number ********. My Total bill of $487.73 TRACKING NUMBER:********************** They sent a mail saying it was dispatched, and another one, stating it was delivered on October 6th 2023 by 4.35pm.This parcel was searched for and by 9th October when it was confirmed this parcel was not in sight, I sent multiple emails to Tory Burch complaint desk stating that this parcel was not received. This became an email trail where i would occasionally follow up. We have 14 emails In exchange where I was asking for pictorial evidence of this delivery. The responses have had no resolve. It will only have a change of staff name, and a constant ****** said they delivered" and we don't have any evidence response. Also adding in their emails that it wont be reshiped or refunded even though I have never asked for a refund. The rest of the email always remains very robotic, lacks human empathy, and is automated. It was a constant back and forth with similar responses with no empathy or proof of delivery.Until 19th October I called ***** and I wad told that despite providing my tracking number I can't be given the evidence because I am not the vendor (Toryburch) that initiated the transaction and that this is a ***** smart post delivery and the department responsible is different.At this point I was hit to go back to Tory Burch.On 19th October, I called Toryburch via phone and I spoke to a gentleman who told me based on my order number that my case has been marked as closed because ***** says my parcel was delivered. I told him I insist on evidence of some sort. Who received it? Who signed? A picture showing location of parcel at the door step. This can aid me know if it was at a different location, or a neighbours doorstep so I can find it. He said he will go ahead and write management to open the case again but he can't promise me.On 20th October I called ToryBurch again, a lady picked and said her colleague's request to open my case its yet to be approved and she will add her reminder to it.Whilst waiting on this, I went to Tory Burch on Instagram and sent a DM stating my complaints. They have repeated told me they can't be held responsible for any item they shipped and they have no evidence to provide as ***** has stated they delivered. This person also added my case was closed too. I asked, why would you close my case if its not resolved? This staff also has not been able to provide a resolve. The person asked Me to try out other solutions.Then on the 23rd of October, the Tory Burch staff I spoke to on the 20th of October, sent me a mail stating management declined the request to investigate further my pictorial evidence of delivery from *****.At this point I demand pictorial evidence. Failure to provide one will mean they will reship or refund me my $487.73

  Business Response

  Date: 11/03/2023

  Hello,
  
  We truly apologize for your recent experience with your Tory Burch Order.  We processed your refund and you should expect it to receive it within 14 business days.  Please reach out to Tory Burch ****** Services if you need additional assistance.
  
  Thanks,
  
  Tory Burch ****** Services 

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I have confirmed receipt of refund  thank you.
  
  Sincerely,
  
  *****************************