I went to Louis Vuitton then came here and wow! What a difference! The staff at Tory burch was so sweet. They made me feel comfortable and they were very patient. I saw them talking to another customer and helping her pick out a bag while giving her some champagne! They seemed to be very caring and genuine. I definitely felt more at home in this store compared to the cold, impatient workers at LV! Thanks you guys! I'll be coming back for sure. read more

It was President's day and they had a very good deal of 25% off if you purchased $400 so I decided to splurge. I bought myself a purse which was available in the store but the shoes that I wanted wasnt. So the lady who was helping me offered to order it online with free overnight shipping & the 25% off. So I decided to agree with it since I need it asap. 2 days after no delivery for me. and my bank called me informing me that TB was trying to charge me 3 times for the shoes that never came to me so they declined it. The first charge was on pending but it was the full price of the shoes. The second & third one was declined by my bank was the discounted price. & no confirmation email was sent to me. So I called TB costumer service but they said my name was not in their system & i have no order in pending.so I called TB South Coast Plaza. turned out they put my order online that's why I have a pending charge of the orginal price. and also from their other branch who was trying to charge me for the discounted price. ok what really upset me here is that my order never went through neither from the online order nor from the other branch & no one from TB has the decency to inform me about it. but they manage to try to charge me! if my bank didnt call me to inform me about the attempts to charge me 3 times I wouldnt even know that I wont get it on time. Ofcourse it was showing on my bank statement that there was a FULL PRICE pending charge so i was expecting that its coming to me on time. REALLY????? $250 for a pair of flats and this is the kind of service you guys have? and thats after I spent more $$$ for a purse!!!! Tory you need better people cause I'm looking at other costumer's reviews & its not looking good. Its down grading your brand BIG TIME!!!! read more

Un-Polite floor staff!!!! Never shopping here again, i always loved tory burch but with this experience with the unhelpful and very disrespecting members of the team I don't think i'll ever go here again. read more

Horrible customer service!!! Went into to return a final item that I had purchased online and the sales girl ( who I later found out was the manager) said oh I'm sorry we can't take that back. I showed her the refund policy on the back of my receipt which clearly stated you would get a gift card for the amount paid. She took it to the back office, kept me waiting for 10 minutes , only to come back and say "oh, it's very confusing". Uhhhh how is it confusing, perhaps you need some more training in being a manager. Anyway, walked out of the store, got on the phone with customer care, guess what?! Situation handled in less than three minutes. Gift card on its way! read more

Buyer beware.... This is a bad company to buy their products! I bought a mini backpack from them for Christmas present, within 14 days, the item was on sale. I went into the store to ask for price match which is their own website, they told me I must show them the physical back, with the tag still attach. This company must be very stupid, because they have stupid people working for them!!!!! IT IS A CHRISTMAS PRESENT YOU IDIOT. I have prove of purchase! If the person the present is for is in another state, how are they expecting me to bring it back to show it to them! To make a long story short, please think twice before you buy their products!!! I am certainly will not waste my money on their products again!!! read more

The sales staff is so rude and when I asked for help from the manager she was even ruder. What an ugly experience at such a beautiful store! read more

I am beyond dissatisfied my the way this establishment is managed. I really enjoy the tory burch line, however customer service is lacking at this local. I purchased "pacey" flats last year. I had them resoled after purchase as I do with many of my flats. (I walk funny) Regretfully, I must admit have a shoe problem so I had only worn these a couple of dozen times in the course of almost a year. A couple of months ago the metal bar across the shoe came loose ripped a hole in the shoe and cut my foot. I called in an asked if I could exchange the shoe as I believed this was a manufacturing defect or an error in engineering. I spoke with Ashley who assured me if a manager rendered it was defective upon review that they'd be glad to help, the fact that I resoled the shoe shouldn't be a problem. Earlier today I went there and a sales associate admitted that this issue was common with the "pacey" flats. She went to speak with a manager then returned saying that because it model was old and I resoled the shoe; they could only send it out for repair. I asked them how did they plan on repairing the hole? And I didn't want to waste time having them sent out for repair time and time again. I was told very very rudely that an exception would be made. I selected some "revas." But because got the other pair during thanksgiving and received 20% off and due to price increases, I got a bill for $40 dollars. I threatened to go to bbb, since if the shoe was in proper working order I would not need to exchange them and a shouldn't be held accountable for CIP. The manager refused to give me the "revas" she would only give me an exchange for the "pacey" which was $50 more how did this make sense? She also didn't know what CIP meant. Hello. Revas are cheaper. Think of the bottom line. My husband came in a broke down her stupid logic in lay men's terms. So after 45 minutes I settled with the "revas" a shoe I didn't want for the simple fact that it was not likely to cause bodily harm. I'm going write a very long letter to corporate. read more

This review is for the customer service at this location. Stefanie and the rest of the women at this store were extremely helpful in helping me with an exchange. They were extremely patient with my preferences and went above and beyond to make sure I was happy with my purchase. I have nothing but great things to say about my experience with this particular store. Will definitely be back the next time I buy Torys! read more

Bad customer service the girls there are just so rude and didn't even approach me at all !!!!

Styles are not very attractive...somewhere between Tom's and old school Espridilles from the 1970's.

I will never buy from this store again let alone from any other Tory Burch brand item & I'm a Tory Burch Lover!!! I usually buy all my TB from Nordstroms and now I know why! The staff that works here is extremely Rude! They were rude when I went in to the store and I brushed it off. I called 2 weeks later to ask a question after I bought a pair of sandals for $195 dollars knowing what the answer most likely would be and the girl on the phone laughed at me, she laughed out loud on the phone. I have never been so furious about customer service in my life. She then put a manger on who was nice but did nothing about it, I get it you don't take returns, and you make it very hard to return anything! That's why I don't buy from your store usually! Anyhow beware buyers TB has RUDE staff and that is enough to make me no longer buy their items at all! I will make sure corporate knows about their staffing issues in the Costa Mesa location as well! read more

Unfortunately went in to exchange a pair of shoes, but the customer service was not what I expected. I ended up returning the shoes and this process was difficult. I then asked about a purse and felt like I was an inconvenience. I love Tory Burch products, but will try to always purchase online or at another store from now on. read more

The employees here seem clueless to what they are supposed to do. Hey maybe, greet the customers and see what need.

Went in this morning to buy a crossbody for my girlfriend because the one at bloomingdales was scratched and unboxed. I was pleasantly greeted and offered a water or soda while I waited for them to box my item. Very nice experience. read more

Poor customer service and waited about 15 mins. to be helped. Waited some more. After I was through with my purchase, no one said thank for waiting. Sales associates should be friendlier for what you pay in their store. read more

Awesome customer service. Staff are friendly and helpful. Provided one of the best customer service in regards to making exchanges. Thank you! read more

I don't understand why this location has such a snobby demeanor lately. Upon walking in with my mom and little sister we weren't even greeted with a hello, but that happens every so often, so I just brushed it off given that a different sales associate normally asks us if we need any assistance seconds after the one standing at the door. However, that day not one asked us. This is one of my mom's favorite stores/brands and we visit quite often and she has made multiple purchases at this location, but this day that we came in wasn't the greatest visit. We were all dressed comfortable, jeans, tennis shoes, or sandals and sweatshirts, nothing too out of the ordinary, but definitely not dressed super nicely either. That's how we normally dress and haven't had any problems here before. Any who, most of the times we walk in there's a reason or we are looking for something particular, my mom wanted a new bag to use in the evening and was eyeing a few other items, but even upon walking all the way in the store, still no one asked us a question or offered any assistance. They just stared and looked at us or particularly me as if I was going to take something and bolt out the door. I've never felt so degraded walking into a higher end store, but that wasn't even what angered me most. A sales associate clearly saw me and walked right to the side and in front of me brushing me a slight bit making me step away from her, ok that's fine, but it didn't even seem to phase her that she pushed me to the side or that I had to move for her. She didn't bother saying a slight excuse me or smile or anything. I don't expect an apology or anything, but I feel that being polite is part of they're job as sales associates, you're supposed to satisfy your consumer. You're supposed to give quality customer care and services. Apart from walking past me and not saying a thing she grabbed all the boxes of shoes that were sitting on the stools in front of me and picked them up walking right in front of me again. I had to step back for her once again and with no surprise, no excuse me or anything except asking the gentleman standing on the opposite side of me if he needed any assistance or was looking for anything in particular. That was something they failed to do with me and my mom. Sure, he was dressed a bit nicer, but if a sales associate took the time to ask if we even needed anything they could've made an extra sale or two given that my mom wanted a few items. After my mom witnessed what the sales associate had done she walked out. Sorry Tory, but your sales associates need to get their heads out of their arses at this location. To be completely honest my family and I come back because we think it'll get better. Normally I brush things like this off because we have had some great experiences, but after the last few I can't hold my tongue. Please step up your customer service. read more

Went here for a return. They were very busy on a Monday evening. I walked straight to the back, and one of the girls handled my stuff after she checked out one of the other customers. Another girl offered me water while waiting, which I declined, but it was a nice gesture. I had just gotten off work and was in comfortable (not fancy clothes), but I was treated no differently. They have a great selection, so I will be back! read more

Look for Nancy. She's the BEST salesperson here. Very knowledgeable and very helpful. She's so nice too!!!

poor customer service sales associate is careless for sales. You are not representing the brand ! I ordered a pair shoe . It was shipped to wrong address and it takes two weeks for me to find out. So I went to the store and reorder it one more time with the manager Kristin . After two weeks . No one contact me for updates. My sales associate told me your shoe is not ordered because of missing inventory. Just giving me back the money. I don't care about money. It took me almost two months to get the shoe spending those time on updates Wtf is this . I was totally pissed off even with the manager"s call . No sorry no reimbursement lots of excuses! That is what a manager can do . She did nothing . If I am not angry there is not even sorry. If the shoes can't be ordered , you should call me. There is no excuse to let customer to wait like a month and half . I need it for my friends birthday! Such a shame on tory burch . And this is not the first and second time for me. When you shop in the store, most associates are too cool to help . I will go to business bureau to complain about this. If the manager can't even give me any reimbursement . read more

If it wasn't so busy I am sure I would feel a little more welcomed, or valued..perhaps then I would feel better about spending a premium price for something I know is not worth it. My wife though...loves it. read more

Let me just tell you.. for all of my years of consuming, I have never had such excellent service as at the South Coast Plaza Tory Burch!! I came here to exchange a gift I received and got insanely good service by (I wish I know the first gals' name) and Tiffany Phan. Tiffany must have showed me 15 wallets and answered every single question I had. She was so kind and I felt so comfortable shopping with her. I NEVER once felt rushed, even thought I realized I was the last customer in the store at the end! Everyone on the team was really friendly, and it was such a pleasure... I felt like I was shopping in Rachel Zoe's huge walk in closet. read more

I am a regular Tory shopper. I love going to see Sheri at South Coast. She is so down to Earth, helpful, and experienced. She knows my style and introduces new items she thinks I'll like. She is wonderful. I can't gush more about her. read more

I absolutely love the service and selection here. Everyone here is great but I always go straight to Tiffany P. She is very kind and honest, and extremely helpful. No one at this store ever follows me or pushes me to buy anything, which makes it a relaxing environment. They always offer water or a soda which I usually decline, but it's the thought that counts :) read more

Great customer service! If you go, ask Maria to help you out... I actually called from New York for a pair of shoes; she went out of her way to look for the sizes I needed and offered to call for me when the store opened the next morning. read more

Love love the sandals here I bought 4 pairs ...everyone super nice.. this mall has tins of places to shop but this is my favorite store

The service at this location is terrible. With as many sales associates as there were, I was the one that had to ask for help. The associates were not friendly or willing to help. The manager on duty was just as condescending with her tone and lack of willingness to help. I've been an avid shopper at the Scottsdale store for years in Arizona. I've recently moved to Orange County and the service is not the same. I even walk in with my Amanda bag, Reva flats, and Tory sunglasses and STILL get over looked. I came in to ask to have my wallet fixed and they told me to go to a leather goods person IN Laguna Beach. That's all they offered. The Scottsdale store always went above and beyond to help me replace or fix anything. This store could not care less. I'm very disappointed. Like the other reviewers, I'll continue to shop at Nordstrom. It's not worth paying so much money at a store that doesn't care about your satisfaction even when you've spent thousands of dollars there. read more

I get frustrated when I shop for my wife, it seems like some sales reps dont help much. Well at this store Tiffany Hoover was very helpful. As soon as I walked in she greeted me and made me feel comfortable and at ease. I explained to her what I was looking for and without hesitation, she knew what I had in mind. She was superb in helping me out. She showed me different dimensions and even other purses that resembled what I was looking for. I am thankful for her help and how she was able to help with the right gift. Thank you very much Tiffany and if you go shopping there, ask for her. She is very good. read more

Tiffany is the BEST employee! She gives my daughter apple juice while she sits and waits for me to try shoes on and finish up my purchase! Tory Burch flats are so stylish! read more

There were a lot of people waiting in a line for shopping because their was a proportion activity for Labor's Day. The girl who helped me was very nice, we talked a lot but she did not make me feel that I was forced to buy their bags. But at last I have bought a bag indeed for my mom as a gift. read more

Excellent customer service. Stephanie was awesome taking care of us in every way possible. Anything that is not in the store can be ordered online with free shipping. Anything purchased can be returned without a hassle within the time limit. Deema was also very friendly and even offered us water. I must admit, even with the busy holiday rush of people we felt very special and was treated royally. Great designs, incredible quality, and fantastic customer service. I believe I have become a fan. Tory Burch at the South Coast Plaza, you gals rock! read more

Very disappointing experience. Sales staff demonstrated poor customer service skills. Manager was helpful and attentive, but sales staff clearly lacking. I will not return. read more

My daughter purchased a handbag a bit over 1 year ago and gave it to me for Mother's Day. I have been using it on a daily basis since August. I recently noticed the handles were falling apart so I contact the customer service department. I explained the situation and provided pictures as requested. I was contacted via email requesting proof of purchase. I explained that since it was over a year ago my daughter didn't have the receipt. I provided the store name where it was purchased at and approximately the amount paid. I also said that she paid with cash. When you purchase a handbag valued over $500 you don't expect it to fall apart within six months. I'm not asking for a full refund, I just want them to repair the handbag or compensate me accordingly. I received an email this morning saying that since I can't provide proof of purchase they will not do anything. Very disappointing to know that a company like this doesn't back up their products read more

Just left the store and the manager working on 4/19 is very rude. The customer services number will tell you something completely different from what the store will tell you. The store is no help. Rude manager, she kept questioning my story and asked to look at my phone to see my call log to customer service. read more

The service was rear and they had the shoes and purse I was looking for! They were very helpful!

Just returned a pair of sunglasses that my mom bought me for my birthday. I had her use the $50 gift card Tory Burch sends me as a "birthday gift" toward the purchase. Was told I could not recover my $50 gift card since I returned my purchase. Sounds like Indian giving to me. I buy several pairs of TB shoes a year....they've now lost my business. No customer care there. read more

If you are going to shop here please make sure the Rep. by the name of Helga does not take care of you, she is by far the worst representative i have ever come across! I ended up returning all of my stuff ( 3 pairs of booths and flats) a few days later i couldn't stand to think i spend that amount on money on a store with a rep like that!!! Service was so bad she would not even bother to check if anything was in stock.We ended up buying what was in stock which even though sizes were a bit too big (but according to her that was the fit) only to find out the next day our sizes were in stock the whole time at the store. Now this really upset me!!! Due to her service my sister in law and I returned all the stuff instead of exchanging. read more

three words: DONT GET CRAZY. *enter inner 909 slang* I admit it. I'm from the 909. I drive a sub-luxury german car and I go to a public school *GASPSS* But on these days where I feel fancy, I splurge. On myself, and mostly on others. And for the lady friends, what else is more in right now than some fab Tory Burch revas or some sunnies?! HOLLLAAAAAA. And here starts the story of Tory Burch, and the gaudy store full of OC MILFs working. Ready to make my purchase, I wait for a sales associate to come help me. Keep in mind, at this point it is only me and one other person in the store. Tapping my fingers on counters, still. Silence. No one there. REALLY!?!?! Come 5 minutes later, a lady walking in with her hair alll worked up with a bumpit and her speedy 30 and oh hayyy girllll. sales associate pops out. So there goes the story of tory burch. And to you ladies that work there: I hope your plastic surgeon goes crazy on your nose, heffas *snap*. Im going to head back to the 909, where my style, and money are appreciated. HOLLAAA. fo a dolla saved that is. (and epic win for finding a much cuter, practical wallet at nordies) *exit inner 909er slang* read more

love the clothes and shoes! service isn't that great. their service is a bit slow.

This review is for Maria, the manager at Tory Burch. She is the best! Complete 180 of my feelings for the store. She was great at following up to make sure my order was corrected and . Maria was extremely friendly she did exactly what she promised she would do for me. She is the definition of great service and I'm so glad I made the decision to contact her about my order. read more