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July 2022 by Samantha U.
I purchased a pair of sandals a few months ago and they started coming apart a few days ago. I brought the sandals back to ask if there was anything that could be done, and the salesperson told me that because I had made my purchase at the Waikiki location they wouldn't even look at my sandals, and instead to take it back to Waikiki. I didn't buy these at an outlet, because then I might understand them not taking a look at them. Same store, just a different location. Simply ridiculous, and it makes me not want to shop here again.
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June 2022 by Kyla W.
I was surprise how expensive Tory Burch bags are now! I bought a sale bag, but the sale associate forgot to add on the extra 25% discount, so he need to refund the difference. The sale associate was nice and been apologetic. But the manager's attitude is so bad. She doesn't care or even apology for taking this long to fixed a refund. She's more care about herself getting commission (not sure if manager gets commission although usually shouldn't since they are salary pay). But she's more attentive and friendly toward the buying customer. Also the store is lacking sales associate. If you know you are in sale season and does not want to put an extra one or two people on the floor, how you expect to handle the customer volume? Because the sale associate who stand near the door does not do anything, don't expect to get help from her (but I get it since she is pregnant). So overall the ratio of sale associate to customer is 1:5.
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January 2022 by Jeanette E.
Not sure how many thousands my hubby dropped in here the past few years, but its worth it. Love the fact that TB gives back to help empower women and created a foundation for that cause. The clothes, shoes, bags, and jewelry are great quality. Customer service is always great, especially from John and JR. Had to return a bracelet because the clasp kept opening. It was a no hassle transaction. We also come every New Year's day for Fukubukuro. This year, rather than standing in line, hubby was able to order one and pay online. We just had to go in to pick it up. Always so stoked for what I get!
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January 2021 by Camille K.
My very first pair of Millers I purchased My very first pair Millers and I just love them! So I walked into Tory Burch of ALA MOANA and immediately was approached by J. R. J. R. was so very pleasant and professional and absolutely accommodating to me in my first experience at Tory Burch! After some time I carefully selected my very first hair which I love Jay R treated me like a VIP and his service was excellent I have now obtained him as a consultant in which he keeps me informed about all of the wonderful specials at his store Christmas was a great experience at Tory Burch for me and I think J. R. for being there!
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December 2020 by Landy V.
Greeted at the door with such a nice lady didn't catch her name but because of social distancing we had to wait in line she made us feel so welcome and haven't even got in the store yet a older lady , then walking in we was greeted by Erica very professional and work with us with our many Christmas purchases! Thank you Erica you did a outstanding job ,
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October 2020 by Awy D.
What a surprise with the personalized customer service! I rarely allow anyone to do any of my shopping, since I prefer to look at the product and manufacture details before purchasing any clothing or accessory items. Took a chance to allow a Sales Associate at Ala Moana to handle a phone order purchase, exchanging product photos via texting. Just received my order via Fed Ex and what impressed me most was the careful attention that was given on how the items were wrapped and shipped. Would repeat my personal shopper type shopping experience with Tory Burch, especially during the Covid-19!! Just make sure to ask John Acupan, a totally customer service oriented Sales Associate!!!
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November 2019 by Katy P.
Tory Burch...one of my favorite name brand boutiques. I used to feel out of place when visiting the Ala Moana Store, but recently I have received a better reception when shopping there. Tory Burch has many unique styles and color combination when it comes to their clothes, bags and shoes. I really love their iconic Miller slippers. They are soft and very comfortable for every day use. They rarely have sales, but there is a Tory Burch outlet located at Waikele Premium Outlets that have great sales. If you hang around long enough they will offer you bottle water, but the reception for WiFi sucks.
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July 2019 by Gary A.
I went to the Ala Moana store to exchange a sandal That was purchased online. There were a few customers in the Ala Moana store on the morning that I arrived but I was quickly greeted by a friendly associate who processed my exchange. Unfortunately, they did not have the size I wanted but Debby, the Asst. General Manager checked their inventory and one could be shipped in a couple of days. 2 days later, I returned and picked up the sandal from the store. Fantastic customer service and my overall experience was just great.
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June 2019 by Mary Q.
I love Tory Burch purses, shoes and accessories, but I usually buy online because I hate going to Ala Moana mall and their customer service isn't the best. Now I remember why. TB is located on the 1st floor all the way on the farthest corridor of the mall ever! I received a TB wallet as a gift and wanted to exchange it for a different color. There was a gift receipt, and when I walked in 2 salespeople were all over me. When I took out the wallet, they immediately said " Oh that's from the outlet, you'll have to return it there" and immediately left me like a hot potato! I was a little perturbed, but saw they had a great shoe sale going on. I started to browse, and noticed the salesperson looking at my Miller sandals I had on, and immediately was on me like bees to honey! I wanted to exchange my wallet and buy a pair of shoes, but again they said I needed to go to the outlet, exchange for a gift card and THEN come back and I could purchase anything in the store with a GC from the outlet! That made no sense to me! I guess I'll start buying Mui Mui purses from now on, they are so much nicer at Prada!
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April 2019 by Diva G.
I had some pleasant visits and some not so pleasant visits at this location. My not so pleasant visits weren't too too bad. When it was busy, I was barely acknowledged while browsing, however I was greeted. But still, I was not about to wait to be noticed to get some service on the item I wanted. I had been eyeing the black miller sandals for the longest time. But to my luck, they were sold out of my size..bummed out but traveling this far I was not about to walk out empty handed. I tried on the next size closest to my size, and it fit like a gem! But wait! I seen the pink ones as well.. I was deciding between the baby pink miller or the sand colored miller sandals. Opted for the pink ones and walked out an even happier wifey! The lady was very patient with me. While purchasing, she asked me to fill out a card to get exclusive offers. I'm down! Tory Burch is my new thing right now. Who new I would actually spend $200+ for a pair of sandals!? My mom still thinks I'm crazy, but I'm determined to go back & get those sand colored pair. Anniversary coming up? Mother's Day too? Hmm.. ;) Ps. The baby pink (leather I think) miller sandals got dirty fast..and my black ones are wearing out, but I'm not the only one who goes back to purchase another pair! It's very popular, comfortable & stylish!
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April 2019 by ritchie koseki
The salesgirls are so friendly and so much aloha
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December 2018 by Mel U.
I have never shopped for this brand before, so it took my husband and I a while to actually find this shop in Ala Moana. I had no clue of what to get our 18 year old daughter (for Christmas). We walked in and were immediately greeted by all staff. It wasnt too busy. We walked around and couldn't immediately point out something, but with the help of 3 employees asking all the right questions, we stayed and browsed around. John was our sales associate. He was helpful and patient as we took a little while to make a decision. He helped us narrow our choice down to a backpack. He was kind enough to bring out 3 as they all had different patterns. After looking over them, we changed our minds and wanted to go with a tan leather handbag instead. John was a professional and didnt show any frustration. He verified the bag with us as we sat comfortably. Showed us all sides to make sure the bag was free of any flaws. We were pleased with the service. Most of all, our daughter loved her new handbag!
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December 2018 by Dana M.
Very disappointing, I love Tory's. Anyways I got a Tory's millers sandals for Christmas & the box said the size I got & the inside had a different size. I went Tory's Alamoana & showed them my gift receipt & for some reason they wanted the email too. I felt very weird, like okay I have the gift receipt isn't that good enough. But whatever, it is what it is when you come in with hundred million tatts on your body with a 2 hundred dollar millers sandals I guess!! LOL Ps: it was a manufacture problem!! Got the right size & I'm happy!!
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December 2018 by Crystal R.
Never again....as my cousins & I walked in, right away a Filipino lady says "we have some sale" like we don't have money to buy anything there. One of my cousins & I felt offended so we walked right out. Not even a "hi" when we came in. FUCKIN RUDE AS F*****
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October 2018 by Celina N.
I usually don't care too much about customer service, but this time around was by far one of the worst service I've ever received! My boyfriend and I walked into this Tory store, planning to buy this TB heel, and if they didn't have it in stock, I was going to ask the associate to order it for me. Anyways, the store did not have it in stock, and so the associate proceeded to order it online for me through her iPad. All of a sudden a rush of customers come in, and (guessing these associates get commission), my sales person (a korean middle age lady with circle glasses) quickly shoves me HER work iPad that she was processing my order through, for ME to process the order myself. Anyways, this is not even the worst part. So I plug in my information on her iPad, and am looking around for her to help me click order to proceed. She's completely ignoring me, and telling other customers how cute their heels are on them, etc etc. Another associate stops by to check on me since I'm just sitting there looking confused, and tries to process the order for me. Errors show up on the iPad, but she keeps on clicking and clicking, resulting in TEN charges of $200 something dollars on my credit card (thankfully which was resolved after) but honestly one of the worst customer service I've ever received. On top of all of this, this whole process took about ONE HOUR of which i was still not able to order the heels I wanted. And lastly, when my bf and I were leaving the store, the original associate that was helping me had yhe nerve to smile so wide and say thank you and goodbye.
