Tory Burch

i love tory burch… its my favorite brand. however, i was disappointed with the service here. not a single soul helped or greeted us – when there was a greeter at the door!!!
any way i was looking for a particular purse but unfortunately they sold out.

This is the flagship Tory Burch store and the best shopping experience at any Tory store in the city. Beautiful townhouse comprising several floors featuring a wonderful selection of Tory merchandise. Customer service is top notch.

Garbage.
Why this is considered a luxury brand is beyond puzzling to me. Their bags are slapped together junk made in China and look a lot like Michael Kors which I hate looking at more than wedge shoes. In fact I’m almost sure these bags are made in the same factories that make hideous Michael Kors bag.
Service is so so. Some associates were polite and offered water but there was one middle aged sales associate while looked snooty like she was selling actual luxury goods! Whatever. I’m going to limit my tori items to the one flip flop I received for my birthday two years ago. The ugly bags in nauseating colors and rough stitching really turned me off this brand for good.

I was a little scared after reading some reviews, but the customer service here ended up being fantastic! Everyone who helped me was efficient and sweet, and the process of purchasing shoes here could not have gone smoother! The interior is absolutely gorgeous– feels like the inside of jewelry box.

After experiencing simply horrible service in the Lilly Pulitzer store close by yesterday, I wondered into Tory Burch, where I’ve shopped before.
Tory Burch employee Corinne was very attentive and super helpful – she found me sandals that were not on the floor, and she offered me water which was very welcomed given the heat and humidity outside.
I have nothing negative to say about them, the staff at that time in the shoe department on 6÷24÷2015 at 7:35pm were ALL great!

I love the brand and was looking for a new pair of summer sandals. I’m not a needy customer, but NO ONE asked me if they could help me. I was clearly looking at the shoes and there was an employee standing RIGHT there. I finally asked her if she worked there and if she could get me my size to try on. She huffed and acted like I had just asked the world of her. Needless to say, I didn’t buy shoes… I just walked out after being treated so poorly as a (was going to be purchasing) customer. Will be banning Tory Burch for a little while after this experience.

They treated me like a queen. Tory burch is simply wonderful, I love her bags. I chose her bag for my birthday

The customer service in Tory Burch is top notch. The hubby surprised me with a necklace that he purchased online. Unfortunately there was a flaw in the chain where there was ½ of an extra link that was very sharp. When I went to the Tory Burch store, they exchanged it, no questions asked.
I also purchased a work tote from Tory Burch (online) sometime ago. It started to fall apart and they exchanged it (several times) and finally credited me for the purchase.
The reason for the 3 stars is for the product quality. The customer service is great, but why do their products come in defective or completely fall apart? Something for Tory Burch to ponder as their products are not cheap.

I recently purchased a pair of shoes off of the Tory Burch website and having reviewed the return and exchange policy, I figured that it would be no problem exchanging or returning the shoes if they did not fit. Sadly, when my shoes arrived, they were much too big so I had to figure out how I was going to return them. On the Tory Burch website and on the back of my receipt, the return policy reads «Items purchased on
may be returned to any Tory Burch boutique to expedite the return process free of charge. In order to do so, you must bring the receipt provided with your order — no exceptions will be made. Store associates will process your return right away.» As there is no Tory Burch store in my home city, Edmonton, AB, I decided to bring my shoes along on my trip to New York City in order to expedite the exchange/​return at a boutique. I went to the Madison Avenue store (which was absolutely stunning!) and the sales associates refused to process a return or an exchange because the shoes were shipped to Canada. They indicated that I would be losing money, however, that was not the case at all. I paid for the shoes in US dollars, as indicated on the receipt, and I was willing to accept a refund or an in-​store credit seeing as they did not have the shoes that I purchased in my correct size. After leaving the boutique unimpressed, I called the customer service centre and the representative called the boutique and spoke with the manager, however, the manager still refused to accept the shoes. In the end, I was advised to return the shoes at a Tory Burch store in my home city and there is no Tory Burch store in Edmonton! I ended up shipping my shoes back via UPS while still in NYC, as a free return label was not given to ship items back from within Canada.
I am very unimpressed with the level of service that I have received from Tory Burch, as I wasted hours of my vacation attempting to deal with this issue. I will not be purchasing any further goods from them in the future. The return policy clearly indicates that any boutique will accept a return or exchange and that is the only reason that I was willing to purchase shoes off of the website without trying them on. If this policy is not enforced, then it should be removed from their website and from the back of their receipts!

Great goods — Bad customer service. Too much attitude from the sales staff — I love the store, I love the goods but can’t get myself to enter because I don’t want to deal with rude, snooty, stressed-​out, incompetent, impatient sales staff. Also, the checkout process behind the curtain is a turnoff.

This is the worst service I have ever received. The assistant and general manager are very rude and condescending. Don’t recommend to anyone

My first and last trip to this Tory Burch store. I saw several items on the TB web site that I wanted to see in person, and was fully prepared to purchase them. Surprisingly, few of the items were in the store. I could have overlooked this; however, I couldn’t overlook the associates’ multiple references to the price of items. Throughout my visit, she tried to steer me toward less expensive items — a not-​so-​subtle indication that she believed I could not afford more expensive ones. Not only was her assumption inaccurate, but it was not her place to make the assume. I saw several items that I would have considered buying, but could not justify spending my money in a place with such poor customer treatment. I may still purchase TB merchandise at other TB boutiques (I have never had a problem at other ones) or on the web site, but do not plan to return to this store.

My recent email to customer service:
I am a first time customer and purchased two pairs of shoes from your website. I wanted to just communicate the less than desirable experience I had speaking with one of your customer service representatives. When I checked the status of ‘My Order’ on your website, I saw that I was charged $ 17 for shipping and yet the message below says that I was not charged. The customer service rep who I spoke with on 17 July at 1:15pm was very condescending and frustrated that I was inquiring about the shipping charges. She was not helpful, impatient and overall unpleasant to speak with. I did not expect that level of customer service and I’m sorry I experienced it.

I was actually quite disappointed with Tory Burch which is too bad because I had hyped it up in my head so much!
While this cute little boutique on 5^th ave is three stories, the staff were inattentive.
I was very unhappy to learn that there were no boots in this large location and I found multiple sale items incorrectly labeled.
I’ve been eyeing Tory Burch boots for some time now and it makes me sad that this experience made me fall a little less in love with them.

3 stories of the hottest trend for women at the moment. Staff is plentiful and helpful but space is a little cramped.

After spending 8 hours looking for boots in every store in NYC, I finally found this amazing place. The salesperson, a blonde girl, was amazing and very helpful. It was the best customer service I received all day. Definitely going back for more shoes.

The customer service is unbelievably terrible. I walked in and asked one of the associates where the wallets are, she looked at me as if she didn’t want to answer my question. There was a long pause before she even answered me. After looking around for ten minutes, no one even came up to me and asked if I needed help. I finally got tired and just asked for what I wanted. The lady gave me what I wanted but didn’t seem like she wanted to help me. After standing around for a while wondering and deciding what I should get then a associate who was putting the glasses on the wall started a conversation with me. Now she was nice~ she helped me chose a color for the clutch I wanted and gave her opinion for what I should get. Tory needs to hire more of there people.
Majority of the other associates were helping people that was wearing Gucci, LV, or people that looked like they had money. I would rather spend my money in a store that has great or better customer service. I even had better customer service when I was at path mark … Shame.
I’ll give it a 2 star just because of the poor customer service but I do love their products …

Beautiful store, and wonderfully helpful staff! I stopped in here to pick up a bag that I had been eyeing for a while. The staff was incredibly friendly and helpful, even allowed me to adjust the straps and try it on before buying.
Also, since this is Madison Ave, it’s fair to note that I had just come from work on a casual Friday, and wasn’t treated any different from those who were arriving in head-​to-​toe TB wear.

Extremely rude and poor customer service! I came in here because I had previously ordered a pair of sandals from their online shop and was tentative about returning for a smaller size. The store was empty, but I had to wait 15 minutes before somebody even approached me after staring my friend and I down because we were in very casual summer outfits. I headed up to the shoe level to speak with someone there and his attitude was just horrid. He completely neglected my request and focused on the snooty other people who were making big purchases. Regardless of how much I am buying, don’t be working at a store if you’re not even going to be respectful performing your job.

3 Stories of Tory Burch goods
1^st Level: bags and leather accessories
2^nd: ready wear
3^rd: shoes!
Keiko, the sales assistant, was very friendly and understood what I needed, what I liked and what I rather would not buy. She even gave me a film tip :)
The store is an town house decorated with Tory’s plates on the wall, lamps and even the same orange lacquer as in her home.
It is amazing, you feel rather at someone’s private home than in a store. It also has a tiny terrace with chairs and a table. Cute!