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:07/12/2023

  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.

  I placed an order with Tory Burch on 06/14/2023 (Order #**********). Order was supposedly to be delivered by ***** on 06/16/2023. However, order was never received on my end. I'm not sure if item was stolen or not. I checked with neighbors and contacted police. There was no success.I contacted Tory Burch on 07/05/2023 and they opened an investigation. I was told by manager ****** multiple times: she stated there was nothing that could be done: no replacement or refund.I was told that was a total loss on my end and she was sorry for the inconvenience.I am very upset because this is unfair as a customer and I have taken a complete loss of: $632.16 I am requesting a whole refund, because it was delivered to the wrong address and pictures doesn't match my residence.

  Business Response

  Date: 07/19/2023

  Hello,
  We apologize for your experience with your Tory Burch order.  A member of our leadership team will reach out to you and provide a resolution. If you need further assistance do not hesitate to reach out to our ****** Services team.
  
  
  Thanks,
  
  Tory Burch ****** Services 

• Initial Complaint

  Date:07/10/2023

  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 have bought a backpack from Tory Burch , order number ********* . I was saving to buy this product because I actually do like Tory Burchs product . It took me a while to use the backpack , tried to return the backpack because this is the worst bag I have ever owned I did have one from them that lasted for years so I thought let me get another one , different style because the one I previously had was discontinued . Well the backpack is awful ,the material is awful , the bag does not close properly and I keep loosing things because its made of nylon and it feels like a sac . If you out anything in the pocket it slides out and I just lost my car keys , had to order another one , what a hassle . Papers slide out , the bag doesnt close . I tried their customer service and sent all the information , pictures and they said they would get back to me . Well they just emailed and even thought I explained the whole situation they didnt care and said that they would not accept the return . Mind you I bought more things with this purchase which I am happy about . What a disappointment, a company that doesnt care for customers or their feedback .

  Business Response

  Date: 07/14/2023

  Hello,

  As always, we gladly accept returns and exchanges of new, unused merchandise accompanied by a receipt free of charge. Returns and exchanges must be made within 30 days of receiving your order. Unfortunately, your purchase is past this timeframe. If you need additional assistance please contact our ****** Services department.

   

  Thanks,

  Tory Burch ****** Services 

• Initial Complaint

  Date:07/10/2023

  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.

  I placed an order # ********* on 06-25-2023 for 3 items. I received the ******* Jelly and the Mini ****** Flat, but not the ******* Slides. I contacted customer service and they said they are not responsible for third party shipping. However, this appears to be a fulfillment issue and not a shipper issue. Tory Burch refused to send a replacement. This is horrible customer service. I asked the agent ****** if they had the weight that would measure up or pictures of the items in the box when they sent it and he said no we can't help you, and to contact the shipper. This is not my fault, and they refuse to help me with this issue. I wanted a replacement but due to the bad experience with customer service, I want a refund.

  Business Response

  Date: 07/14/2023

  Hello,

  Please be assured every item is inspected thoroughly in our fulfillment center before shipping. 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 

• Initial Complaint

  Date:05/24/2023

  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.

  On May 17, 2023, I placed order#********* with ToryBurch, for which I was billed $397.80. On May 20, 2023, ToryBurch sent me a notice of delivery. Upon tracking the number, the package was left at front door on May 20,2023. Nobody signed for it. On May 22, 2023, I contacted ToryBurch via Chat requesting full refund for the missing order. ToryBurch refused to help me solve the problem.

  Business Response

  Date: 06/05/2023

  Hello,

   

  
  We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim and it appears they confirmed your order was not delviered sucessfully.  A refund was initated and processed on May 31, 2023.  Please contact Tory Burch ****** Services if you need additional information.

   

  Thanks,

  Tory Burch ****** Services 

  Customer Answer

  Date: 06/08/2023

  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:05/08/2023

  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 order 4 items from Tory Burch but I only received two and I would like a refund for the missing items. This are the two missing items: Ballet loafer leather size 7.5 and ****** cap toe ballet nappa leather size 8. This is my order number: Order #: ********* | Order date: May 2, 2023. I was told by a customer service representative that they dont know if I will be getting back a refund or not for items I didnt receive.

  Business Response

  Date: 05/12/2023

  Hello,
  
  We apologize for your recent experience with your online order. Please be advised we are working with our team to review your incident.  A member of our team will reach out to you with a final resolution.

   

  Thanks,

   

  Tory Burch Client Services 

  Customer Answer

  Date: 05/15/2023

  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:

  The 4 pairs of shoes wouldnt have been able to fit in that small box. I feel Im getting scammed and their only argument is that the weight of the box must equal to them putting 4 pairs of shoes instead of 2. That argument doesnt even make sense. They refuse to help me at all.

   

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 05/26/2023

  Hello,

   

  We truly apologize for your recent experience with your order.  We have partnered with our distribution center and carrier to review this incident and it was determined all items were shipped.  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:05/08/2023

  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 order ********* on 5/2/23 and received an email that it was delivered on 5:6/23 after checking tracking I realized it was left at the wrong address since there was a picture that was clearly not my home I reached out and I was on chat for the longest having no help and was told Id get a resolution after 21 days after the investigation with ****** Well hours later elderly couple brought my package to me it was left 2 blocks over at their home. I only received 1 of the 3 items I ordered only received the ply ***** card case! I reached out and was told to wait for investigation to be done! Makes absolutely no sense have had the worse experience I have bought many times in store but online ***** I just need my money back attached is picture of ***** also wasnt even left by a door just out in a yard

  Business Response

  Date: 05/12/2023

  Hello,
  
  We apologize for your recent experience with your online order. Please be advised we are working with our team to review your incident.  A member of our team will reach out to you with a final resolution.

   

  Thanks,

  Tory Burch Client Services 

• Initial Complaint

  Date:05/05/2023

  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 pair of tennis shoes order # *********...I received a text from ***** package delivered 4/22/23 @ 12:44 pm and a picture of the door it was left at..I will include pictures. At 1:50pm I sent ******************* (local ****** a text asking if he could get in touch with the driver that that is not my door. That's what ***** has instructed me to do. Their customer service will only say package delivered you can't explain delivered, but not to me. ***** never contacted me back. Spoke to *****..received a text they were researching it on April 26,2023. On April 27, 2023 they sent me a text saying the package had been delivered to contact shipper. I contacted Tory Burch by text on May 1,2023. Explained to ****** what had happened. Sent pictures of the door left at and my door. This was the response I got: The best advised that I may give coordinate to ***** for you to received other possible option to retrieve your package. ***** tells me to contact Tory Burch and Tory Burch tells me to contact *****. Meantime I'm out $148.73. I'm tired of the run around and expect one of you to refund my money.

  Business Response

  Date: 05/19/2023

  Hello,

  We apologize for your recent experience with your Tory Burch order.  Please be advised we have processed a refund to go back to the original form of payment which will reflect in your account in 3-5 business days.  If you need further assistance do not hesitate to reach our to our ****** Services team.

   

  Thanks,

   

  Tory Burch ****** Services 

   

• Initial Complaint

  Date:04/24/2023

  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 purchased some items from Tory Burch and the tracking number said my order was delivered on April 06,2023 but I never actually received anything. The only proof of delivery the carrier has is a blurry picture of apt ***** There are multiple apartments that end with a 5 in my apartment complex, the picture doesnt show my door mat to actually prove that it was delivered on my door. There is an additional package on the picture and I never received any packages that day. I contacted Tory the day after it was marked as delivered and they told me they would open an investigation and contact me with an update in 2 weeks. I waited more than 2 weeks and never heard from them, I contacted them again and I was told that the carrier denied the claim and that **** could not help me in any way, that they could not reship or refund me and that basically I lost $500 dollars because of their lack of security. Its not right for them to ship such an expensive package without requesting signature to deliver it. Its unacceptable and they have to make this right. The carrier told me that **** is the one that has to give me a solution because I paid them for the items and they did not make sure that I personally received them so they have to step up because they should make sure that the items end all the way in the customers hands.

  Business Response

  Date: 04/28/2023

  Hello,

   

  
  We apologize for your recent experience with your Tory Burch order.  We have partnered with the carrier on this claim.  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. If you need additional assistance please reach out to our ****** Services team.

   

   

  Thanks,

  Tory Burch ****** Services 

  Customer Answer

  Date: 05/01/2023

  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]

  The carrier has no proof of the delivery being actually made to me or my address. The picture doesnt show my complete apt number or my door mat to prove that It was left on my door like its stating. The tracking information doesnt match and its inconsistent, it was scheduled to be delivered at a time frame and says it was delivered at another time but then the email that was sent to me to let me know that it was delivered was until 11pm. This is unacceptable of Tory since its supposed to be a high name brand, how can it leave the customer with such bad experience. I read multiple complaints about ***** doing the same thing to them, so they are the one responsible for stealing/ misplacing packages.

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  Date:04/24/2023

  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.

  On 9/19/2021, I purchased a small quilted camera bag style purse for a weekend trip. Approximately 6 months after purchase I noticed that the leather was fraying a bit. This purse was not used everyday and the defect was noticed while it was in the dust bag. I've reached out to the company and was told that the defect would not be covered under warranty and that they could point me to cobblers at my own expense. Yes, it's my fault that I did not address the fraying at the time that it was noticed but I didn't realize that the boning would push through. I have other "luxury" purses that have been used everyday and I have never experienced this. The boning of a designer purse should never push through and the answer of the company should not be that the "DESIGNER/LUXURY" items DEFECT is no longer covered under warranty and its the customer's responsibility to fix OUR DEFECT. I'm no asking for a refund, I want to be made whole, a designer purse should not tear apart 6 months into me owning it and barley wearing it. I spoke to a customer service representative and was told that the pictures sent shows sign of daily wearing (which isn't true) and that's not covered under warranty. Are women not supposed to wear their purses everyday and shouldn't a designer/luxury brand design and produce products that are meant to stand the test of time? I've purchased shoes, boots and sandals from Tory Burch and have never experienced an issue with the quality, I now have a small bag that I've used everyday for a month with no issues.I was able to upload a photograph and can provide more if needed.

  Business Response

  Date: 04/27/2023

  Hello,

   

  Thank you for shopping with Tory Burch.  We apologize for your recent experience with our product. It is certainly not indicative of the service we strive to provide. We will have a member of our ****** Services team reach out to you and assist with the refund process.

   

  Thanks,

  Tory Burch ****** Services 

• Initial Complaint

  Date:04/19/2023

  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.

  On April 4th, I purchased three pairs of shoes from the Tory Burch store at the *************** Outlet, and one pair of sandals severely discolored after only one day of wearing, causing my feet to turn black. I was unable to wash off the color.Today, we went to the store to report this issue, and the Operations Manager, *****************************, had a terrible attitude. She stated that the shoes were final sale and that this was not a quality issue. When we tried to record the situation on our phone, she threatened us, saying that we were not allowed to record and that she would call security to have us removed.I am concerned that as a consumer, my complaint about a product's quality was not taken seriously, and I was threatened on-site. I also wonder if this discrimination was due to our ethnicity and our lack of proficiency in English.I am now seriously concerned about the chemical dyes used in Tory Burch's shoes and whether they may have an impact on my health.

  Business Response

  Date: 04/21/2023

  Hello,

   

  We apologize for your recent experience with your Tory Burch order. It is certainly not indicative of the service we strive to provide.  We have partnered with our retail time to review your incident a member of their team will reach out to you directly and address.  If you need additional assistance please reach out to our ****** Services team.

   

  Thanks,

  Tory Burch ****** Services