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.
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.

Initial Complaint
Date:10/19/2023
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 placed an order on oct 6th. I bought two ************************* small bags ($730 in total). **** delivered the order on oct 9th. There is only one item in the package. I reached out to customer service to investigate the missing item and they said **** confirmed that my package was successfully delivered so they are unable to provide a replacement or refund for my order. I think it is warehouse that packed only one item in the package because the package i received is not big enough for two bags. You can see the size of the bag and package from the pics. It is really frustrating to a loyal customer that ********************** doesnt take the full responsibility of their warehouse packing error and still charges the missing item.
Business Response
Date: 10/31/2023
Dear ******,

Thank you for contacting Tory Burch.

We are following up on your missing item claim on order *********. We appreciate your patience during the investigation process. Please know that our warehouse investigation has concluded and it appears the order was missing items. Per these findings we have processed a refund for the amount of $346.98. If you have not received this refund please feel free to contact us at **************, and a Tory Burch Client Specialist will be happy to assist you.

Sincerely,
Tory Burch Client Services

Customer Answer
Date: 11/01/2023
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,

*****************
Initial Complaint
Date:10/06/2023
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 ordered from Tory Burch, they sent my items thru a shipping company named ****. The person who delivered my item went to another city in ******* to deliver the item. Instead of delivering the item the person marked the item as delivered and drove off with the item. I have the ring video of the person coming to the house. I spoke to **** many times and they said they arent responsible and wont be able to help me. I spoke to Tory Burch many times and they said they wont be able me neither nor able to give me a refund. I basically just gave my money to this large company for nothing. I need help . So please help me. I have the entire ring video of the delivery person coming to the house and just taking the picture of the house and the package and just leaving with it. I have all communication messages with Tory Burch and **** customer service! So please help me!! My order number for Tory Burch is ********* and my tracking for the package of **** is P6H6S4 I just want to know why Tory Burch DOES Not wanting to help their customer in any way possible and why would they ship their expensive items thru a third party item instead of **** or any major mail service.
Business Response
Date: 10/13/2023
Hello,
We truly apologize for your recent experience with your Tory Burch Order. On October 4th you advised you accidently entered the incorrect shipping address on your order. Unfortunately, the carrier delivered to the address provided.As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property.
Thanks,
Tory Burch Client Services

Customer Answer
Date: 10/16/2023
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]

Its not about  the fact the item was brought to another address because of the wrong address. The address i put in was ************************************************************, the delivery person went to a WHOLE OTHER CITY to deliver the item which is ************************************************************ . And I drove to the house and the owner of the house told me the deliver man came to their house and took a picture of their house and left! They gave me the ring video of the entire thing. So my point is I gave you guys $209.72 for absolutely nothing. I dont have my package, I dont have my refund. **** said they are not responsible and you guys also said youre not responsible: so what now.

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

Sincerely,

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

Business Response
Date: 10/31/2023
Hello,
Please note this is the final resolution to this matter:
We truly apologize for your recent experience with your Tory Burch Order. On October 4th you advised you accidently entered the incorrect shipping address on your order. Unfortunately, the carrier delivered to the address provided. As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property.

Thanks,
Tory Burch Client Services
Initial Complaint
Date:09/14/2023
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.
I placed an order with Tory Burch and my package was set to be delivered on August 14th 2023, during that day I had realized i didnt get my package so I reached out to them to let them know. They informed me they had to do an investigation before it would determined if I would be able to be refunded or have my package reship. On August 23rd they informed me the investigation was successful and I would qualify for a refund. On August 28th I ended up responding to let them know i wanted the refund and not a reshipment. I have now been waiting for my refund because they claim i have an open dispute with my bank thats blocking them from sending it out. I have contacted my bank over 10 times and they have confirmed to me multiple times my dispute has been closed. They are still holding out on my refund after 30 days
Business Response
Date: 09/25/2023
Hello,

We apologize for your recent experience with your Tory Burch purchase. We reviewed your case regarding your delayed refund. Unfortunately,due to the dispute you opened with your financial institution we are not able to process a refund. We understand a request to drop the dispute was submitted on 9/6/23 however, at this time we are not able to process the refund in our system. We will continue monitoring and a member of our team will reach out to you further updates.

Thanks,

Tory Burch ****** Services
Customer Answer
Date: 09/26/2023
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]

I have no active dispute with my bank. My bank has provided a email letting them know we have no active dispute open on our end and at this point they are just withholding the refund. See attachment of email provided my bank . I keep getting the run around about my funds since August 14th we are now reaching into October . Over 30 days and I have yet to get my money back for my order they have verified i didnt receive

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

Sincerely,

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

Business Response
Date: 10/26/2023
Hello,
We apologize for your recent experience and thank you for your patient while we rectified this matter. Unfortunately, due to the dispute you opened with your financial institution we were not able to process a refund immediately from a system perspective. Please be advised as of October 26, 2023, we were able to submit a refund request. Please allow 3-5 business days or depending on your financial institution to receive your funds. Please contact our ****** Services team if you need additional assistance.

Thanks,
Tory Burch ****** Services
Customer Answer
Date: 10/31/2023
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,

********************
Initial Complaint
Date:08/29/2023
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.
Bought a pair of shoes and no where did it state item was final sale. At the time of check out it did not say final sale nor was my receipt or confirmation order state final sale. They will not return my item for a full refund. They state the item purchased was final sale.
Business Response
Date: 09/01/2023
Hello,

We apologize for your recent experience with your Tory Burch Order. Please be advised certain promotions and events do have exclusions. Details of our exclusions were posted on our site and check out page. We are able to see a return honored on August 28, 2023. If you need additional assistance with your return please contact our ****** Services Team.

Thanks,

Tory Burch ****** Services
Initial Complaint
Date:08/25/2023
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.
Predatory business practices. item is ineligible for return yet that was not mentioned in the buying process or in the "cart" like they said. I asked for a screenshot but they didn't provide me with one for my bag. there were items that were clearly "final sale" and stated on the product page. it also is not stated "final sale" on my receipt in the email but it is on the receipt in the box. it is also not mentioned on the description or "view order" page on their website which is up to date. I would like to exchange the item for a larger size and i am not even able to do that.
Business Response
Date: 09/01/2023
Hello,

We apologize for your recent experience with your Tory Burch Order. We are able to see a return was honored on August 25, 2023. In addtition, certain promotion events do have exclusions which is posted in the details of the event on our website and the check out page. If you need additional assistance with your return please contact our ****** Services Team.

Thanks,

Tory Burch ****** Services
Initial Complaint
Date:08/04/2023
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.
On July 6th I ordered earrings and sandals and merchant said it was delivered via ***** on July 10th at 4:49 spoke with ***** told them I never received package they told me I needed to file a claim with Tory Burch. So I did Tory Burch open and investigation with documents I sent showing proof that no one delivered to 19a on that date and time I also got a screenshot from management delivery list for that date nothing was deposit into my box for that date and time I've gone back and forth with Tory Burch and they're still charging me for items I did not receive my items were never delivered! Tory Burch responded yesterday via email and told me they will not replace my items or refund me and my investigation was closed. I called and stopped payment with my credit card company but it's a third party payment with afterpay which the first installment of $75 was received the total for these items are $300.25
Business Response
Date: 08/16/2023
Hello,
We do apologize for your experience with your order. We certainly understand how frustrating and disappointing this must have been for you. We reviewed your case and a member of our team will reach out to you to discuss your incident and refund process.

Thanks,
Tory Burch Client Services
Initial Complaint
Date:08/04/2023
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.
So I basically spent around $500 dollars ***** said my items were delivered but I did not recieve anything I contacted Tory Burch and they told me they would investigate after the investigation they said they couldnt refund or reship my items honestly I never bought from them my boss and coworkers said their shoes were amazing and comfortable I am a single mom. With a 3 year old toddler. I honestly didnt want to buy from Tory but everyone insisted and I bought with my disappointment I never recieved anything I contacted ***** they told me to talk to Tory Burch because its a third ******** Im sitting here trying to talk to customer service and they told me to exhaust all-possible resources i dont even know what that means horrible customer service
Business Response
Date: 08/16/2023
Hello,

Thank you for contacting Tory Burch.

We appreciate your patience as our team partnered with the delivery provider, ****** to confirm the delivery of your package. ***** has confirmed that your package was successfully delivered on July 25, 2023. Since ***** has provided us with confirmation of delivery, we are unable to provide a replacement or refund for your order.

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 ***** delivery.

Thanks,

Tory Burch Client Services
Initial Complaint
Date:07/31/2023
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.
Hi, I had visited your site earlier to purchase a pair of sandals that I received an email as a suggested purchase. Upon putting the sandals in my cart, I also remembered that I had received an email offering me $50 towards any full price item that exceeded the amount of $250. The sandals that I put in my car cost $298 before tax. I have a picture of the emails that specifically states that the only rules apply to this email were that the item had to be full priced. Upon entering in the discount code that I received from you all for taking a part of the semi annual sale last month. I expected the sandals to be discounted $50 off. For whatever reason, I got an error code stating that the sandals did not qualify for the $50 off. I immediately selected to chat with someone and explained my situation. I even sent multiple screenshots showing that the selection that I had in my cart was a full priced item and also inserted the email that was sent from you all showing that I only needed to have in my car at a full price item that exceeded $250. I was told by the representative that my item still did not qualify for the promotion although in your email sent to me, it did not specify anything else other than needing to be a full price item that exceeded $250. I repeatedly asked the representative how this item did not qualify, and they could not give me a full answer other than it just did not qualify. This is definitely not OK. I have screenshots showing our conversation and how yall were negligent in honoring the email that you sent to me as a customer. Yall cannot treat customers like this. After this incident, I probably will never buy from yall again, and will definitely let my friends know to never buy from yall again. This was absolutely outrageous.
Business Response
Date: 08/08/2023
Hello,
We apologize for your experience with Tory Burch. Our promotions do have exclusions on certain styles. The style selected unfortunately was excluded from the promotion. If you need further assistance do not hesitate to reach out to our ****** Services team.

Thanks,

Tory Burch ****** Services
Initial Complaint
Date:07/20/2023
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 bought a package online from Tory Burch at a price of ******. On July 19th, ***** showed that it had been delivered, but I didnt receive the package. I couldnt find it at the front door. I asked my neighbors but no one saw it. I quickly contacted Tory Burchs customer service and told them that I couldnt find the package. They said that ***** had taken pictures and delivered it to my door, and they couldnt give me a refund or resend it. I don't know what to do, hope you can help me. (Please send email for reply, thank you)
Business Response
Date: 07/26/2023
Hello,

It appears the carrier has confirmed successful delivery of your order. As such, we are unable to reship or issue a refund. We urge you to exhaust all possible resources at your disposal for dealing with missing property. Thank you for contacting us.

Thanks,

Tory Burch Client Services
Initial Complaint
Date:07/19/2023
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 and order and the order was delivered to the wrong address. Picture uploaded by ***** driver clearly shows the house doorsteps and that is NOT my residence. (Picture of residence were package was left enclosed). ***** Tracking #************. - Tory Burch Order ##********* I contacted the Merchant (Tory Burch) on 07/10 and informed them of the issue, they told me that an investigation was going to be open with the carrier (*****). Then on 07/13 I received a phone call from a ***** representative that my package could not be location that the investigation was close and to contact the shipper (Tory Burch) to get either a refund of a replacement of the item purchased. On Friday 07/14 I contacted Tory Burch (as ***** told me to do so) and explained what they (*****) told me. The representative told me that I needed to wait for ***** to get in touch with them directly for a resolution I said OK. Then on Monday night (07/17) I received an email from Tory Burch that ***** confirmed the package was delivered and no refund or replacement was to be made. (Copy of Tory Burch email enclosed). I then contacted ***** again on Tuesday 07/18 and inquired about what happen. They then told me a different story. That the Shipper (Tory Burch) has to file a claim, then they changed their note to that I need to to file the claim, I explained to ***** (***** Customer Service Representative with their ******************* that why would I file a claim on behalf of Tory Burch is it is the shipper who is going to get the check, he told me that I NEED to obtain a waiver from the shipper (Tory Burch) to have the refund check issued to me instead. WHY DO I HAVE TO GOT THROUGH ALL THIS AND INSTEAD THE ORIGINAL CLAIM WAS HONORED TO THE MERCHANT (TORY BURCH) FROM THE BEGINNING SO I CAN GET MY ORDER REFUNDED OR REPLACED? I had no business with ***** my transaction was with Tory Burch why do I have to jump though hoops to get what I paid for?
Customer Answer
Date: 08/13/2023
Better Business Bureau:

At this time, I have not been contacted by Tory Burch, LLC regarding complaint ID ********.
I will proceed to file a lawsuit at the Small Claim Court in *** so I can get my money back.

Sincerely,

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

Business Response
Date: 08/16/2023
Hello,

We do apologize for your
experience with your order. We certainly
understand how frustrating and disappointing this must have been for you.
We partnered with
*****, to confirm the delivery of your package. ***** confirmed that your
package was successfully delivered on June 28, 2023. Since ***** has provided
us with confirmation of delivery, we are unable to provide a replacement or
refund for your order.

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 ***** delivery.

Thanks,

Tory Burch Client Services
Customer Answer
Date: 08/18/2023
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]

Like I said previously I completely understand. I will proceed to file a claim at the small claims court in NYC as I have proof the package was bot left at my house by *****.
Rest assured I will get my money back plus the court fees.
Thank you

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

Sincerely,

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

Business Response
Date: 09/01/2023
Hello,

We apologize for your recent experience. Please note we partner with all carriers on
order/delivery issues and utilize the delivery information/confirmation to
determine issues with lost/stolen packages.
As a one-time courtesy we refunded the amount of $170.66 to the original
form of payment. You should see your
refund reflect in your account in 3-5 business days. Please reach out to our Client Services team
if you need additional assistance.

Thanks,
Tory Burch Client Services

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Tory Burch, LLC is NOT a BBB Accredited Business.