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December 2025 by Jen NODE
Terrible customer service. Five employees standing on the floor and not one could help make a purchase. It’s possible they did not want to. Instead one person was assigned to help three people and left me standing with a purse I called in to reserve. She was too preoccupied to complete the sell. Will never return the this store again. Quality is declining. Extremely disorganized. These experiences ruin a decent brand.
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November 2025 by LUAN PHAM
We got the best service ever from Leo! The shoes I liked are out of stock in Florida. Leo helped me call many locations to check available. Then found one location in California has. He placed an order for me. Thank you so much for this experience!
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October 2025 by Steve B
The golden years are kind of over I suppose. The new styles are nothing to write home about, my wife loves shoes and she couldn’t find a single one she liked.
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August 2025 by Slim
Love the brand but the customer services SUCCKSSSSS BAD at this location. I’ve been to locations in many other cities and was treated like loyalty, glasses of champagne and all. Sales rep at this location seemed like I was bothering her and assuming I didn’t know what I was talking about. Saw a bag I wanted, she didn’t seem to care that I was interested in it. Just continued to finalized the purchase. I just bought the tote online instead while walking out. I will not be back at this location unless it’s something I want ASAP.
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July 2025 by Andy P
Nice store , the staff is okay
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June 2025 by Maryam Iranmanesh
Love the Tory Burch brand, however the customer service at this store is horrible. Sales associates are very rude.
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May 2025 by B F
I Visited the store with my husband on 4/30/2025 around 6pm ish. Carlos was wonderful by greeting and welcoming us to the new location upstairs. I let him know I was browsing and immediately made my way to the back of the store where the shoes were located. Carlos proceeded to tend to the front of the store greeting customers (understandable). This is where things go downhill. The sale rep in the shoe area was with another customer. So I browsed and waited patiently for that sales rep to wrap up with their customer. While waiting I then notice two other female works walk right past me in the shoe area and not acknowledge that I was waiting. Once the sale rep (Same one in shoes area helping customer) finished with her customer, she then walks towards the front where Carlos was greeting customers and begin to talk to him and not acknowledge me either!!! At this point, myself and my husband were the only one in the store and still no one assisted to see if I needed a particular shoe/size. I was flabbergasted and at a loss of words. I felt unwanted and left the store. I’ll never return!!
I hope the store owner or manger will replay the footage (4/30/2025 around 6pm ish) and use this scenario as a training opportunity for your current and future sales rep on what not to do.
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February 2025 by Rob Herrera
Always a pleasant experience
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December 2024 by Tom Jeckovich
To:Kiara
Absolutely the best customer service I ever had. Thank you so much. You made me feel like VIP.
⭐️⭐️⭐️⭐️⭐️
Boys shopping for mommy for Xmas !!🎄 Merry Christmas
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November 2024 by Ciro
Great service. no pressure
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November 2024 by Angela Dempsey
I really like Tory Burch products, but their customer service is not that of a high end brand. I purchased a full price item and 6 days later saw it on sale for 30% off. I went to the website and saw that they offer price adjustment within 14 days. I submitted the request through their online form with a copy of my receipt. The email response was that because I purchased in a store, I needed to contact the store. I called the store and was told that I would need to come in to make the price adjustment. I live 45 minutes from the store. This is not a price adjustment. It is a return and repurchase. Walmart offers that.
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August 2024 by Mariola Gonzalez
Very Bad customer service experience!!! I feel they were scrutinizing customers. Four employees on the back of the store talking to each other while customers had to call for their attention more than one time. Then I went to grab a bag and couldn’t reach and stand fell making a loud noise. I heard one of the employees said “Oh My God”. Three of them looked at me and proceeded to keep talking saying well she could’ve asked for help. Meanwhile non of them came to me to see if I needed help. Maybe I’m wrong but when I worked at store I went to the customer, I didn’t assumed customer would come to me.
It all worked out at the end, went to another store and found exactly what I was looking for… Kate Spade for the win!
Update: I texted the customer service number and they responded right away after hours. I had a call with the store GM and was very apologetic and said she would address the situation. At least I know my bad experience is not part of Tory Burch culture. They seemed to take my concern seriously.
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July 2024 by Kevin Glynn
The sales team went above and beyond to not only make sure that my wife got the exact look with her sandals she was looking for but when my 6 year old daughter hurt her toe, they all did a great job of helping calm her down. I have never seen such a great response from store employees. This store has a staff filled with extremely caring and attentive employees.
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June 2024 by Fábrika Creativa
They should adequately manage stress. Yesterday, my experience was extremely negative with a rather robust woman. She responded rudely, saying she was very busy and added, "This store is very crowded." The person spoke both English and Spanish. I was very surprised and not pleased at all with that treatment towards a customer. They should hire MORE staff or staff with experience working in such stores. Nothing is free there, and no one deserves the kind of response I received for simply asking a question. For me and anyone I can inform, I will not continue buying the brand, and I will certainly not go to a place where I have been treated so poorly.
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June 2024 by Daniela Medrano Añez
DO NOT buy colored or leather shoes because water falls on them and they all get stained. I called the store, they couldn’t help me, they said they couldn’t do anything. Lost money
