Tory Burch Reviews 

Worse customer service ever. You tell them something and they do the opposite.
I don’t know how they hire such dumb people to work for them.

I made an order consisting if 3 items totalling £245 all of which showed in stock online on their UK website. 2 out of the 3 pieces arrived the third part was missing. The missing part was the bottom half of a bikini. I rang customer services, 'oh it's shown for dispatch tomorrow'. Tomorrow came it wasn't dispatched. I recontacted customer services by phone, 'it's shown as halted I don't know why' I was told. 'I'll email you when I find out'.

No email arrived.

All of a sudden a refund for the bikini bottom arrives on my card. What good is a bikini with no bottoms? I spoke to my friend who the order was for, 'I'll try one size smaller if it's in stock'.

Back on to the website I go to the size down, it is shown in-stock. I ordered. A couple of days later and email update, 'sorry this is out of stock, we have sourced our if the country, but it will take up to an extra 7 days to deliver'. 2 days later it arrives by Royal Mail. It definitely hadn't come from overseas.

I then got 2 cut and paste emails apologising for the poor service. Obviously if they have cut and paste emails this is a regular occurrence. Having spent £245 I expect a proper ordering system.

⛔⛔Be Warned The Customer Service Is Horrendous!!!⛔⛔
I placed an order with TB on 22nd December 2025 for two items, to the value of £440, the items were due to be delivered by Royal Mail on Saturday 27th December. I was away for Christmas and thought as I wasn't home RM would keep the parcel and I could have it redelivered on my return, being a high value item I would have at least expected it to be signed for also. This was not the case, RM claimed it was delivered and the 'Proof of Delivery' was a box by a set of stairs, not once did I give authorization for the parcel to be left outside my property, nor did I authorise it to be delivered to a neighbour or left in a safe place. I returned several days later to find no parcel, I checked everywhere and its vanished, none of my neighbours have it and there is no safe place as it is a communal area. I contacted TB immediately and there was a lot of back & forth with emails, they explained they were going to raise an investigation with RM and I would hear back on the 15th January 2026. I waited patiently with no updates and today I get told RM have advised they are unable to accept a claim for the delivery!!!! And I got told to check with the buildings concierge, security team, or mail room!!! IF I HAD THAT DONT YOU THINK I WOULD HAVE CHECKED, WHERE DO YOU THINK I LIVE BUCKINGHAM PALACE!!!! The facts are I have no parcel, TB customer service are atrocious and don't care, they just try and fob you off saying they will raise the issue with the internal team THAT DO NOT EXIST the whole service is appalling. I now have to contact my bank to get the charge reversed as under the Consumers Act 2015 I am intitled to a replacement or refund as my contract is with TB and they are responsible for the goods until they are in my possession. I guarantee I will never spend anymore money with Tory Burch and I would urger everyone else not to do so either, as it is coming up to a month and I have no parcel but have been charged for it and they think this is ok!!!! DISGRACEFUL ⚠️⛔⚠️⛔

I ordered kira small bag in purple, when it arrived it was already used by someone,smell of leather was stinky and awful,no wrapping with the bag and no tag with it,I have to send it back,my experience is really bad

I purchased a bag from the Tory Burch Icon Mall Bali pop-up store and was promised that a tax invoice for a tourist tax refund would be emailed to me within the hour.
Nothing was ever sent.

At the airport, I explained that no tax invoice had been sent and asked what I should do. I was told that the store was supposedly on the tax-refund list, yet when checked, the store was not listed as a participating tax-refund retailer, meaning I could not claim any refund at all.

Additionally, the price displayed on the item was different from the price entered on the computer. When I questioned this, I was told “don’t worry, you will get the tax back” — which turned out to be untrue.

This was misleading and dishonest, and I am extremely disappointed with the lack of transparency and professionalism.

I would not recommend purchasing from this pop-up store if you are relying on tax-free shopping.

I recently purchased a watch a piece fell out of it. I believe it was a screw. I contacted them and sent pictures and also sent them screenshots of my me paying through affirm someone was supposed to get back with me within 24 to 48 hours. I spoke with someone on Sunday and I have not heard anything since I’m very disappointed. I just wanted to exchange the watch because I just received it earlier this month, I’ve only had it maybe two weeks 2 1/2 at the most and a piece fell out already. No one has gotten back with me to tell me anything I understand it’s the holidays, but I spoke with someone again on Sunday. I’m very disappointed because I purchased from them a lot and my daughter does as well and I just wanted to exchange it for the exact same watch but I guess that’s not gonna happen

Awful customer service!!! Bought $400 coat at end of Spring. Gave as Christmas gift last week. She wore it 3 times and zipper broke. I sent them a picture of the broken zipper as proof.

Customer service said they do not have any in stock to send replacement, and I should mail coat back to them, so they can analyze and determine if defective before they decide if they will reimburse me.

So their item is defective, I have to go out of my way to send back to them for them to determine if defective? The service agent also gave me the option to drive to the Roosevelt Mall Tory Burch store, which is an hour away, to bring the coat for them to “assess”.

And if they decide it is not defective, they would send coat with broken zipper back to me. Does not make any sense! Not what I would expect for Tory Burch. And I have shopped with them many times.

Out of principal, I will not order from them again.
Awful.

Bought 2 items from them. it is too big . also the quality is not Good, returned in the original package. they sent email and confirmed that they received the return. but after 2 weeks, i still have not received my credit. i phoned them. been told that i may get the credit after another 2 weeksbecause they are too busy. Can you believe?. I have to go to my credit company and try to get my credit back. be honest. the quality of the clothes is Bad for the prices.

I truly wish I read these reviews before ordering my CHRISTMAS present on the Tory Burch website. I placed the order on December 8th and still no updates on shipping (today is dec 22). I called two days ago and was promised an update in 24 hours but nothing. I am now worried I’m not going to receive the gift at all. I will never buy from this brand again.

I had a very frustrating experience with Tory Burch customer service. I accidentally placed a duplicate order and immediately tried to cancel it. According to their policy, cancellations must be requested within 30 minutes. I placed the order at 7:37 a.m. and attempted to contact customer service right away.
The problem is that customer service does not open until 8:00 a.m. When I tried using the live chat before 8:00 a.m., it clearly stated that agents were unavailable. Despite this, customer service later claimed they were open and that I failed to contact them within the 30-minute window, which makes no sense given their own hours.
Because of this, they refused to cancel the order. Now I’m forced to wait for the item to be delivered and go through the entire return process, which is unnecessary work for both me and the company. This situation could have been easily avoided with reasonable flexibility and accurate information.
Overall, this was a very disappointing experience and reflects poorly on their customer service.

Customer support is full of lies. They ignored pictures that proved I was right and continued to respond with excuses. I did not receive the entire item I paid for and they were “very sorry” but did not offer any compensation.

Buyer beware* UK website and customer service Ordered on 3rd December well on time for Christmas, checked status and it stated it was on the way. Called yesterday advised item is out of stock and not sure when it’s coming. While they have held on to my money and no comms to say it was not going to be delivered. Absolutely disgusting will be speaking to my bank. Staff member Jordan sounded like he could not be arsed. Would never buy again.

Do not buy the gold Miller sandal…I wore them a couple times and when I took them off all the gold had rubbed off and was on the bottom of my feet…and the actual sandal lost its color to a black dirty look…the miller sandals cost too much to have done that…but to be honest this my second pair of Tory Burch sandals and I just feel it’s not worth the cost!

Went to buy Christmas gifts and use 15% off code…it didnt work..used the chat line for 20 min and they discovered website broken for codes. DO NOT subscribe to get the money off, wont work. Disappointing waste of time

I ordered from Tory Burch twice. The first order was delivered, but the delivery experience was horrible due to DoorDash. The package was mishandled, so I contacted customer care to report how poorly it was delivered and to ensure this would not happen again.
Unfortunately, when I placed a second order for a handbag again delivered by DoorDash. I never received the item at all. I contacted customer care, and they informed me that they would investigate the issue. After the investigation, I was told that the order was marked as delivered, and therefore they could not offer a refund or a reshipment.
This has been a very disappointing experience, especially after I had already raised concerns about DoorDash delivery the first time. I expected better handling and accountability.

I’ve been reading negative reviews about Tory Burch after I made a purchase on line. So I was kind of scared what will happened to my orders. Will I received it on time? will the items in good condition?so Im kind of stress about it. Anyway, I just received my orders today via DHL. It came exactly in the date I was promised between December 10-12 and today is December 11. The packaging I can tell its brand new because every parts of the bag and the sandals are still wrap. The plastic bag is still intact not ripped or torn. The sandal ( patos) is exactly my size6.5. The quality of the bag is great.I am impressed in short. I am so happy with my purchases. I am giving TB 5 stars. I am Canadian costumer.

I ordered an item at 149.00 and was charged 199.00. I tried for a week to get someone and got the run around. I finally got a person who said “no- you are charged the correct amount”. I even have a screen shot of the price I purchased it at. - extremely poor service. It was way over priced at 149,00 to begin with . Now they say it’s too late to cancel. - I will send it back as soon as it arrives.

I had a very unpleasant experience at Tory Burch, Prudential Center, Boston. I purchased a pair of brown suede pumps less than a week ago from another location. I was told it was the last pair. When I tried to return them at the Prudential Center, the store manager - Despina, after a mere glance coldly confronted me "These were worn". I gasped as this was quite an accusation and absolutely not true. No reasoning worked and the store manager exhibited such a disdain "No Tory Burch store would sale a shoe in this condition" - I left the store feeling humiliated and hurt. Her associate tried to cover for the poor and rude attitude and was apologetic and kind. After calling the store where I purchased the shoes originally, they asked me to send pictures of the shoes and took them back without any trouble. It was quite far of a drive. Prudential Center is a central and significant Tory Burch location. How disappointing to encounter such low level of customer care!

I would like to give up follow up from my previous review after my first order got mixed up leading to a messy gifting situation. Tory Burch representative had called and apologize for the mistake. They also offered me a voucher to compensate. I will consider shopping again as they made up for the situation. Thanks TB!

I bought a pair of shoes, they delivered through DoorDash the post a picture of the package but when I went out to pick up there was nothing, I reclaim and because "the package was delivered" they fell "sorry" but they can't do anything about it. In the three years that I have been living here it’s the first time that I got a “miss package”.
We don't care about our customers as long they give us money should be their slogan.
For being a big company with 400 stores, and being available at more than 3000 departament and specialty stores worldwide, it’s lame that the customer service ends as soon you give them the money ,
after they said "Sorry to hear about your negative experience; we would love to look into this more closely, and we have just sent you a message requesting additional info (such as order number or email). Please check your inbox so that we can investigate this thoroughly for you. Thank you" i never get contact with them, they are pretending to help but they are just liar.