I ordered a small romy suede bag from…
I ordered a small romy suede bag from the website. But when I received it, I realized it was too small for me So I asked for exchange. They told me they don’t do international exchanges so i initiated my return where they mentioned i will get refund for only bag excluding shipping charges and have to pay shipping charges to ship it out. I returned it they didn’t even refund me taxes and lost almost $130 in this transaction. Honestly, never expected this kind of thing from such a big company.
Riya Kwatra
Ripped Off
This being my first time ordering through Tory Burch and will be my last . They are FOS. They had my items delivered by 3 party (DoorDash) I didn’t know they even delivered packages Im under the impression they only delivered food. They trust they people to deliver my item to a closed business and my package was stolen not thinking to deliver on the next business day which would have been the right thing to do but I was told I couldn’t get no replacement or refund after I spent $424. Horrible customer service and unprofessional. I think I may need to file theft charge and include Tory Burch on it. I just wanted my redemption so I can my item in-store or gift card. Don’t tell me sorry. I will file charges to my money back. I’m not going to just sit back and lose $424.
Trina M.
That was the second bag with quality…
That was the second bag with quality issues so I decided to contact the customer service. They told me to send the bag back and I would receive the money back. Now I received a message that I will get a gift card, I paid the bag with a gift card from the last order with quality issues, and I would get the rest via PayPal back. Now I don‘t have the bag, I can’t do anything with the gift card, because I will never order again in this Shop and the money on PayPal is still not back!!!! Never ever again Tory Burch!!!!
Laura C.
Awesome Authorities.
I recently had an issue with a return, and I truly appreciate the way Tory Burch handled it. Their team followed up and gave a perfect solution. Thank you for resolving it professionally.
Shweta Singh
Disappointing experience at the Tory…
Disappointing experience at the Tory Burch Chadstone store. The staff were unhelpful and didn’t seem interested in assisting at all. I picked up a pair of shoes that clearly had a 15% sale sticker on them, only to be told at the counter that the sale had ended a couple of days ago and the sticker was “forgotten” on the product.That’s not the customer’s fault. If a sale sticker is still on an item, the store should honour the advertised price, especially when the mistake is theirs. Instead, there was no effort to resolve the situation or offer a goodwill gesture.Poor customer service and disappointing handling of a simple issue. Definitely not the level of service I’d expect from a brand like Tory Burch.
Natalie Smith
Worse customer service ever
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.
Fatima
I made an order consisting if 3 items…
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.
G
⚠️⛔⚠️⛔WHAT CUSTOMER SERVICE⚠️⛔⚠️⛔
⛔⛔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 ⚠️⛔⚠️⛔
Marie Geraghty
I ordered kira small bag in purple
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
Ambreen Omer
I purchased a bag from the Tory Burch…
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.
Knad
I recently purchased a watch a piece…
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
Juanisha Dailey
Awful customer service!!
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.
VANESSA SOVIERO
Bad services and bad quality products for very high prices
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.
Jenny R
I truly wish I read these reviews…
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.
Tiffany Gamble
Worst Customer Service Ever
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.
Dapper Dudz
Bad 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.
E. Andersen
Buyer beware* UK website and customer…
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.
Jamo
Do not buy the gold Miller sandal…I…
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!
Bj
Went to buy Christmas gifts and use 15%…
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
Jacquelyn VanDam
I ordered from Tory Burch twice and not received
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.
Khushi Bhalodi
