Tory Burch Reviews 

Bought a pair of sandals online sent them back for a refund the day after delivery . One month on no refund . I just get apology every time I call and told it’s been raised internally . Disgusting service .

I would give them 0 stars if I could. Bought from them multiple times, loved the products. Until I had to deal with my first return! Used a 48h Royal Mail tracked service offered by TB, but the parcel was not able to be delivered due to Royal Mail not being able to find the address ( they share a large logistics centre with other companies). Goods were returned to a TB address listed on the label they supplied. As I did not have my original posting receipt (even if not required to keep this as per their Ts&Cs), they passed me from one customer service representative to another with no indication they are ever willing to refund me. Every operator kept asking the same questions, asking me if I received the retuned goods or have the posting receipt (despite confirming no each time). The delivery could be clearly tracked online and the reference number corresponded to the document they supplied for returns. Far from the customer services you’d expect from a so called premium brand. Highly disappointed. Got my money in 24h after logging a claim with PayPal. Highly recommend using a safe payment method, just in case you run into any trouble.

No email from TB was ever received, despite them reaching out on my Trustpilot review.

I had terrible experience; bought an item not arriving for weeks. Customer service sends me to deal with carrier (mean to wait on the complaint line for hours), and they do not take responsibility for disappearance of the package, although they signed the contract with carrier (DPD). When I ask for money back they do not reply at all. I am afraid I need to go through European Customer Support services. Cxxx. As. Cannot reply to TORY BURCH i update here - they again send me to sort things with carrier (7nth time) and do not take responsibility nor they want to give money back. Update; package arrived with 20 days delay after I spent hours phoning. I cannot say that i enjoy goods as i connect them to stress.

I never received my order and still haven’t been refunded

I’m extremely disappointed in Tory Burch’s customer service. I placed an order and never received it, even though it was marked as “delivered.” I followed all procedures, contacted both the carrier and Tory Burch multiple times, and was told I would receive a refund.

They claimed they processed the refund on June 26, but as of today (more than 10 business days later), I still have not received a single cent. When I called their customer service, I was told to just keep waiting. Emails were ignored or answered with generic copy-paste replies.

I’ve had to do all the work — chase them, follow up, call, email — just to try and get my money back for a product I NEVER received.

As a customer, I feel completely disrespected and neglected. I expected more from a brand like Tory Burch. I do not recommend ordering from them unless you are ready to fight for your money if anything goes wrong.

#ToryBurch #CustomerServiceFail #RefundNotReceived #DisappointedCustomer

Extremely Disappointing Experience – Poor Customer Service

I received a damaged item with stains and appeared more like an ex-display piece rather than a brand new product. The straps had no protective covers, and the flap lacked the usual paper lining that typically comes with new items. It's unacceptable to send a product to a customer in such a condition.

I immediately requested a replacement or exchange, as I’m leaving Dubai in two days and couldn’t wait the usual 5–7 days for return and refund processing. After several follow-ups, they finally arranged an exchange but only if I personally handled it. This meant I had to take a day off at work, pay for a taxi, and go all the way to the mall myself just to sort out their mistake.

To make matters worse, the only compensation offered was a 10% discount but only if I made another purchase within the month and i will be away for 2 months. How does it make sense for a customer to spend more money just to receive a so-called “compensation” for a problem the company caused?

Overall, this was an extremely disappointing experience with very poor customer service. I expected far better.

The reason I initially reached out was because the bag I purchased had a defect on the strap. I was told that I could return it, but when I checked online, I realized the item was already out of stock. I really liked the bag and didn’t want to miss the chance to keep it. A customer service representative then mentioned that a 15% compensation would be offered.

Based on that information, I decided not to return the bag. However, I was later informed that the compensation would not be approved. By that time, I had already disposed of the packaging and used the item, assuming that some resolution would be provided.

Now I’ve been told the only solution is to contact a third-party repair service, which feels like shifting the responsibility instead of providing direct support. The whole process has been unnecessarily complicated and disappointing, with little effort made to assist the customer in a meaningful way.

Unfortunately, this experience has left a very negative impression, and I no longer feel confident shopping with Tory Burch in the future.

My first time to order from Tory Burch UK and they just made me wait for nothing and requesting for refund is like begging. Never again. Please do not trust this brand. The service of Coach, Aspinal, Strathberry is way above.

I purchased Tory Burch sunglasses from Macy’s in August 2024. Within 3 days, they broke at the hinge. Macy’s replaced them, but the exact same issue happened again. I’ve repaired them multiple times, but they keep breaking.

Tory Burch refuses to take responsibility, claiming it’s the retailer’s problem—even after I explained it's a clear manufacturing defect. I’ve only used the sunglasses a few times and spent a lot of money on them. I’m very disappointed by how this brand ignores its customers and offers no real solution other than more repairs.

This is not acceptable for a luxury brand. I will never purchase from Tory Burch again.

#ToryBurch #DefectiveProduct #ConsumerRights #BadCustomerService

Ordered a bangle and ring 8 days ago, still not shipped. Every time I call I am given a different story, we are experiencing delays, your parcel is being shipped today, your parcel has been shipped, its waiting carrier update, its coming from a store, its being processed. I am informed I will be given a call back, this never happens and I'm still no further on. For a high end company this is very bad customer service and puts me off ordering from them again. I can't trust anything they tell me. I wonder what todays reason will be!!!!

Not get my bag and no refund
Avoid this company

I am writing to request an exchange for a product I purchased, which has unfortunately turned out to be defective. I understand this request falls outside your standard exchange policy, but I hope an exception can be considered due to the nature of the defect.

I contacted the store where the purchase was made, but they refused to stand behind the product or offer any support regarding an exchange or resolution.

I’ve attached the receipt and picture for your reference. I value your brand and have had positive experiences in the past, which is why I’m reaching out directly in the hopes that this matter can be resolved.

I would like to express my extreme disappointment with the customer service I received regarding my exchange request. Despite the product being defective, my request was declined without consideration, which is both frustrating and disheartening. As a loyal customer, I expected a more understanding and solution-oriented response.

I would like to escalate this issue, as I don’t feel that I’m being treated appropriately as a loyal customer.

I’ve never had a problem ordering from Tory Burch in April I ordered CAPRI MILLER WEDGE ESPADRILLE 85 MM my fiancé decided to finally wear them for her graduation which is today JUNE 7 th unfortunately the buckle came off due to the stitching. I reached out to Tory Burch customer service online chat explain my situation provided my order number. The agent never offered to repair the shoe. She only told me that I was past my 30 day warranty, but they’d make an exception by sending me a refund once I returned the shoe. I also provided pictures proving that the shoes were brand new never worn. She never offered to repair the shoe never told me that Tory Burch has a six month warranty on defective products. I proved that the product was defective. At the end of the conversation she continued to call me another name besides the name that I gave her my name is Lorenzo NOT LEONARD I’ve ordered numerous sandals etc from Tory Burch and I’ve never had a problem the agent made it as if she was doing me a favor by refunding instead of of offering me the 6 month warranty because it’s a manufactured defect

I ordered my daughter's graduation gift, but I never received it. I called customer service, and a supervisor named Maryland stated it was delivered. She had the audacity to tell me to locate it myself.

Ordered a gift for my daughter's graduation from college. Order was placed on May 6th. Received an order confirmation on May 7th that it would arrive on May 12. May 12 arrives and I check the order status and it says May 15, which in one day after we will be flying to my daughter's graduation. I called May 13 to see what could be done and they said that all they could do was offer me 10% off my next purchase. Um, if you can't get my first purchase correct, why on earth would I shop there again?

BE AWARE...shipping is totally off and expect horrible customer service. The rep had broken English and very hard to understand. Doesn't care or understand my concerns. Was supposed to have items in 2 days (mother's day promotion). Unfortunately, we neglected to choose the 2 day and received partial package in 2 days and the shoes are taking 10 business days. Standard shipping on their site says 4-6 business days but according to FEDEX, Tory opts for FEDEX ground economy so your package sits in a warehouse for days, no update to tracking and leaves you guessing on where your package is. Ronald called FEDEX to be told the same thing that I had already told him. No assistance or apology and was told I have to wait. I am returning both items if I ever receive the rest of my order because this company is overpriced and doesn't deserve my business and false advertising on shipping. TORY BURCH Shipping: Arrives in 4 – 6 business days - note: carrier delays possible (they blame FEDEX for the delay when they opted for the economy shipping) Be aware if you are hoping to have items sooner than you get them.

Disappointed in Quality and Customer Service

I expected better from a luxury brand like Tory Burch. I purchased a purse, assuming the quality would match the price, but after only five months, the material is already peeling. For a brand that markets itself as high-end, this is unacceptable.

Like many others, I work hard for my money and expect a durable, well-made product when I invest in a designer piece. Unfortunately, when I reached out to customer service, they were unwilling to acknowledge the issue or offer any real help. Their lack of accountability and support was extremely frustrating.

If you’re considering purchasing from Tory Burch, be cautious—the quality may not live up to the price tag, and customer service won’t necessarily stand behind their products. I won’t be shopping here again.

I had an incredibly frustrating experience with Tory Burch’s customer service. After receiving an incomplete order, I spent over a month trying to resolve the issue, only to be met with constant delays, unhelpful responses, and a refusal to provide a refund to my original payment method.

Instead of issuing the refund I am legally entitled to, Tory Burch repeatedly insisted on offering me a store credit, which is completely unacceptable. After doing some research, I discovered that many other customers have faced the exact same issue—this seems to be a systematic practice by the company to avoid issuing refunds.

Their so-called “investigation” into my case appears to be nothing more than a stalling tactic to wear customers down. When I asked for documentation of this investigation, they failed to provide any evidence.

A brand of this size should not be treating customers this way. I strongly advise anyone considering a purchase to be extremely cautious—if anything goes wrong with your order, do not expect Tory Burch to resolve it fairly. I will be escalating this issue to consumer protection authorities and taking all necessary steps to recover my money.

Avoid this company unless you’re willing to risk losing your money.

I am a loyal Tory Burch customer buying all my shoes and handbags from there. This year I was gifted a $50 gift card for birthday which I was so excited to use for a new bag. When I go to check out to use it tells me the code isn't valid. I reach out to customer service and speak with someone named Jordan who then proceeds to tell me I can't use it on the bag as it is part of their spring sale and already 25% off The certificate I was sent said nothing just that the purchase needs to be over $200 which it was. After getting no where with Jordan just him/her arguing with me that I can't use because of the spring sale. Tory Burch as definitely lost a valued customer for the way I was treated.

As a woman and entrepreneur, I believed in the image Tory Burch promotes — a brand that claims to support women through its foundation, with a mission to provide “access to capital, education and community.” But when I needed basic fairness and accountability as a paying customer, I was met with dismissal, avoidance, and a refusal to help.

I placed two online orders which were marked as delivered — yet I never received either of them. The only “proof” provided was a courier photo showing the parcels left outside my property, unattended, with no signature and no authorisation to leave them in a safe place.

Despite raising this with Tory Burch immediately, I was told there would be no refund or replacement. I received an email from a customer service manager named Jordan, who reiterated that since the courier showed a delivery photo, the case was closed. He admitted that they don’t require signatures for deliveries and told me to “exhaust all other avenues” for my missing property.

So that’s what I’ve done. I’ve filed a chargeback with my bank, reported the incident to Trading Standards and Citizens Advice, and now I’m sharing my experience here to warn others.

This wasn’t just poor service — it was a total failure in integrity. Tory Burch talks about empowering women, but when a woman entrepreneur came forward with a genuine problem, they ignored her.

They didn’t just lose my parcels — they lost my trust.

If you’re thinking about shopping with Tory Burch, be aware: once they’ve taken your money, you’re on your own. No help. No protection. No accountability.

Luxury branding. Bargain-bin service. Shop elsewhere.

Bought a gbp 300 beach-dress. Appalling quality. Thin rubbish that I could have paid gbp 25 for. Never again.