The service is outstanding! The young ladies were so accommodating, friendly and attentive. Reminded me of how (when customer service was top notch) things use to be.... Very nostalgic! The selection however is something to be desired. They had a nice purse selection but I was there for the shoes and well‍...but NOT a lot to choose from. More like a very small boutique with pretty expensive things... read more

Zero respect and appreciation for customers This is definitely one brand I will never shop with again tory burch.com extremely unprofessional zero respect for customers humiliated me after I called because I did not receive my parcel and refused my refund. Very disappointing very sad. The only thing that I can say they made me cry, I would never shop with them again ! Date of experience: May 02, 2023 read more

This place is a total sh** show. Complete amateurs. Damaged shoes, misinformation, unhelpful, inefficient, disorganized, rude. I will never shop with TB again simply based on their CS. read more

Popped in today for a gift and was pleasantly well since I don't know anything about purses etc I was able to receive help from a very nice sales lady. I believe her name was Linda or Rose hmm. Anyway she was Awesome! read more

I drove down to pick up an item I saw online. Arrived at 2pm for their hour lunch break. I understand that they're likely short staffed, but this was unexpected. I wish they would post their new opening times on Google or something so I could have accommodated their unique hours. With that said, the help at the store was fantastic and I'll go again. I'll just call first :) read more

Came all the way from Malibu CA to find the store is closed for 1 hr. Why is it that they only have 1 employee here. Not cool

2014 YELP 100 CHALLENGE - 29/100 I LOVE this Tory Burch! This is my go-to Tory Burch location and I absolutely love it! I prefer the layout/floor plan of this store a lot better than other Tory locations because it's wide rather than deep and narrow. The shoe sections of her stores are ALWAYS the most crowded because that's what she's mostly known for. I feel like in this location, it doesn't feel that busy and/or stuffy in the shoe department because there's more room in the shoe dept. They have two couches for trying on shoes/sitting down, and they're far apart from each other so the traffic isn't so bad. The sales associates at this location are WONDERFUL! One lady remembered me because I go in there too frequently... :P They are really helpful and provide some of the best service I've ever had in high-end retail. I am really indecisive about choosing shoes (especially because her shoes are not cheap!) and once spent over an hour deciding what shoes to get...lol (yes, I am one of those people :P). The lady working with me was totally patient and helped me decide the pros and cons of each of the shoes I was looking at. Overall I LOVE LOVE LOVE this store and I highly recommend going here to anybody who's a fan of Tory Burch! TIP: One thing that I don't LOVE about this store is that it's located in Santa Monica, which has higher sales tax than almost everywhere else in Los Angeles County. It's at 9.5% when almost everywhere else is 9%. You'll end up spending a few bucks extra but if it doesn't bother you then it's not a big deal. read more

Tory Burch - Got these for super discounted! Originally $285, got them for around $150! - Women's Clothing Near Me - Santa Monica, California

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Came in here on a mission to purchase Reva flats. Shavee was the one who helped me out and even offered me a bottle water/soda. I came in only wanting to purchase the black flats. But I saw the lobster red Reva flats and fell in love with that one also. I was in & out within minutes since I knew what I wanted. I'll be coming back to this location in the future. Not long after my purchase I received a thank you card from Shavee in the mail. How sweet and thoughtful is that? read more

Tory Burch - Received this in the mail not long after my visit. how sweet :) - Women's Clothing Near Me - Santa Monica, California

This is my favorite shoe store, love their flats, wedges, sandals...... I also like the bags which are made of leather. My country produces good quality of leather that's why I don't like canvas. Tory Burch also has nice clothes specially for work....And don't forget to check on the jewelry! They are simple and elegant. Every time that I go to the store they offer me water and give me free samples. They really know how treat their clients. read more

I had a great experience at this store today! It's a smaller store than Beverly Hills or Glendale, but the staff was so friendly and helpful and the store has a lot of the items in stock that are sold out in the other stores. I went to this location since the BH one was closed today (who is closed on a weekend day?!). And I guess the Century City one closed permanently. SM was the closest location that was open today so I made the trek there and was pleasantly surprised. They felt bad that Tory Burch didn't sell extra straps separately since I wanted to make my purse into a crossbody (something to note, corporate TB). Just be forewarned- they did say they were short staffed so it takes about 3-4 days to mail out orders. So I plan to come into the store to pick up items if I need them quickly. This will definitely be my go-to location. read more

First I want to thank two employees Ivette and Destini for for their wonderful smile and service they did not push you to buy merchandise or make you feel uncomfortable I personally want to thank them for that now regarding the store it is a very small cozy place with a lot of product stop by if you're in fashion and looking for quality items read more

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Terrible customer service. For a store with only 2-3 customers, and 3 employees, it shouldn't take too long for one of them to bring you your shoe size. It's funny to say that when she did, she brought the wrong shoe style, too! After she realized it was wrong, she went to grab the right shoe, and never showed up until we decided to leave! The other lady there, was like: we are busy!!!!! instead of apologizing and trying to be helpful!!! If a store wants to be categorized as a luxury brand, things need to work luxurious, too, and not just charge people with couple of hundred dollars. read more

Customer service is not good. I can't say they are disrespectful, but I think they are not trained well or not experienced coz I didn't feel well treated there as a customer, but no disrespect or rude attitude just kinda absent minded or tired employees. The store is dark and has no good ventilation btw. Not my favorite store, coz I felt like they have hard time paying attention to what I wanted, instead they were chitchatting with each other and looking if I am still in the store. Lol. read more

So I notice a lot of the reviews are quite old so here's a new update on the store. I went in yesterday around 11:45 AM( they opened at 11) and I looked around for 10-15 minutes before getting help from the associates. There were 4 workers and they all were standing around talking about hiking together and where to hike. Yeah, you don't talk about personal conversations when a customer is inside the store. Ultimately I want to be helped right when I get in considering I was the only customer there. After 10-15 minutes they offered me drinks and then started helping me. I found a purse I liked, they kept pressuring me to buy the purse ( commission of course). They didn't have the bag in store and I had to buy it online. I ended up not buying, but I will be buying it online. I think they need to be more attentive to the customers and keep personal business when customers are not around. read more

I like Tory Burch handbags, jewelry, and small leather goods. Not into shoes, although she has nice designs. I'd rather have something expensive on my shoulder than my feet! The service here is great. Laurel and the blonde store manager (sorry didn't catch her name) are especially helpful, friendly, and informative. If you order from Tory online and get the item gift wrapped, the packaging presentation is beautiful with her signature orange paper and gold seal sticker. Many of her handbags are either too small or heavy for my preference. I've gotten a lot of compliments on my Tory jewelry. The gold tone does not fade. She also has the cutest flip flop designs. I was disappointed to learn that some of her leather handbags are made in China (if they are, there must be a tag inside indicating so) or the Philippines. For the price point, I would expect them to be made somewhere else. Most, if not all, shoes are made in Brazil. But a beautiful handbag won me over regardless of where it was made. I suggest getting on the email list for special offers, sale notifications and 10% off your first online order. Free shipping, too! What's not to love about that? read more

First off, reading the comments about this particular TB store customer service ( how it's so great) I am going to disagree!! I walked into this store, it was 4 store associates conjugated by the shoes. None of them greeted me when I walked in. It was only 1 other customer in the store, whom they all wanted to help!! A different race!! Anyways, I proceeded to look around and seen some flip flops that happen to be on sale. I asked all 4 ladies, because they were standing together if they had my size? Let me tell you none of them responded they all looked around as if I was talking to myself! Hello!! I'm talking to all 4 of you big headed jerks!! Finally the young associate came to assist me. I almost walked right out the door but because I love TB I purchased my sandal anyway. I will never come back to this TB store, and for the record they probably thought I wasn't gonna buy anything because of my race! Sad to say but that's what it was. Little do they know I have a closet full of TB merchandise! JERKS!!! read more

If I could give negative stars, I would. They are awful! I have made 2 purchases at Tory Burch and both were cancelled. When I contact Customer service they said " Oh we're sorry but sometimes this happens. Have a good day" What kind of Customer service is that! They had my money, did not offer an alternative for the bag just "we will refund you in 2-3 business days and bye". I will never shop with them again read more

Amy is a living doll. It had been months and she remembered my name. Sweet sweet girl. So knowledgable and friendly. Will only shop at this tory burch store. This girl is a huge part of why tb is so wonderful. Liz what a commute the assistant manager has to take every day. You have very committed loyal employees in sm tb. Keep making those great boots and I'll keep buying them. read more

You don't have to be beautiful to look good. All you need do is shop at a place like Tory Burch. This store has a wonderful selection of shoes and bags. The sales people are knowledgeable, friendly, and always helpful. Great service, they will make sure you find what you need and that you're happy with your purchase. Definitely coming back... read more

You cant make this stuff up. I had three gift cards that I misplaced, and when I found them and tried to check the balance, there was none. I had to call customer service to get them to reinstate the balance, - I understand it is not LEGAL to deactivate gift cards. Ordered 2 bags online, only received one- now several weeks later, and returned the bag I recieved to the NorthPark store to exchange. Got home with the new bag only to find snotty tissues, combs, lipstick, and other personal items in it. Had to return to the store. Still do not have second bag, and no help from customer service. Worst experience ever- Not a luxury brand folks read more

for the past year I wanted a Tory Burch bag to add to my collection. next to LV, Chanel, DIOR, etc. it was next on my list and I fell in love with the Robinson but hey I was getting married and it had to wait. then all the bags I saw just weren't doing it for me. honestly I wanted to get a Tory Burch on Rodeo but I hated all the bags in that store. randomly came into this store and fell in love with the new Robinson that just came out which is way cuter than the other Robinson. on top of that they gave me a coke! is this typical in LA? because NY needs to get on board. my LV bags cost way more and I never got a water let alone a coke. and I have more than 1 LV from more than one LV store... just what a store this was. I practically had to buy the bag :) so yes Tory Burch is now in my collection waiting until the fall to be used since I feel a black bag should be used in the fall. I also love the shopping bag. I had fun going through LAX with it :) next time I am in the area I don't care what I buy from this store as long as it's something. this store should be teaching all other sales people how to do their jobs. just really the best sales person I have ever dealt with. it just made my first Tory Burch a magical experience. read more

This is the worst I have ever been treated in my entire life. I am horrified. My husband bought me a Tory Burch York purse and wallet, and a pair of Reva flats for Christmas at the Costa Mesa store. I ended up coming to the Santa Monica store to exchange the shoes for a size down and exchange the wallet for something else (he had just bought me the almost same wallet a month prior). Anyways in the hustle of Xmas gift wrapping, the receipts got misplaced. No big deal I thought. I'm just exchanging. I walked into the store with my items and explained why I was there and honestly was stared at and treated like we 100% did not belong in that store and had stole the items. I swear, the look they gave us was like we were on their blacklist. They instantly looked at the items and made the comment, "these are full price items, not sale items." I was thinking okayyy, what does that have anything to do with me wanting to exchange a few Christmas gifts. Not a new concept. They kept questioning why we didn't have a receipt and said that they needed his name and zip code to do the exchange. It was humiliating. He offered his ID and they got all weird and said "Oh, no sir, why would we need that?" They disappeared for like 20 minutes and after they verified he had made that big purchase, they came out and we're all of a sudden super nice. You can't judge a book by its cover, and we sure were. Especially in Los Angeles. I felt like I was in the movie Pretty Woman. Never again. They should be embarrassed for being such a-holes. I have worked in retail and understand that sometimes you have security measures and need to follow policy. The way they went about it was something totally different. The looks we got and the tone of voice they used was just horrifying. Gross. read more

This is the BEST Tory Burch location!! Usually sales associates in the nicer stores are super snobby, but not here. Everyone in this store is so warm and friendly, and the service is fantastic. The layout of the store is really nice and feels bigger than the other locations (I hate the mosh pits of ladies who gather around the shoe section). Lots of seating, which my boyfriend loves when I take him on my adventures. They even offered my boyfriend and I water/juice, with cute Tory Burch napkins lol, which made my shopping experience there extra nice. read more

I've been a customer at Tory Burch for quite a while now, and their best sales associate by far is Andrea R. Every time she has helped me I've left happy and satisfied! She is so helpful and informative and you can really tell she cares about her customers. She is always quick to get me what I need wether it's information or a different size in clothing or shoes. She was able to help me pick out shoes last time I went in and I haven't been able to stop wearing them since! Truly a great employee! read more

If I could give them zero stars I would for their rude lack of service. My mom and I walked in today on a Saturday afternoon ready to spend a big gift card and three sales ladies in there didn't even say hello, greet us, or make eye contact. For being a higher end store, you might think they would at least show some common courtesy since the store was completely empty and we were the only patrons for over 5 minutes. The employees were just standing there, not busy with anything. They never said hello, or asked if there was anything they could help us with. We left feeling kind of judged and of course empty handed. :( read more

I am absolutely obsessed with this Tory! I get VIP service every time I walk through the door. The crew is amazing but most of all Violet. Whenever I need a gift for any girl this is the place. Especially Christmas, I knock out all my gifts in 1 pop and might I add when I show up to the family house I am the Tory Santa that everyone is soooo excited to see every year :). There is something for everyone, from grandma to my young nieces. Thanx guys. read more

I wasn't sure if the flats fit on me but the customer service here makes me to purchase two pairs. I was with my little ones and they offered Apple juice. I also got wonderful gift. I will definitely come back, it's not because of the gift off course! I told them I have a problem with my feet from the car accident. They advices me to bring them back if those didn't work. Very flexible and kind. Love this store! read more

Would definitely recommend this location. David, the manager, truly went above and beyond, making sure that I received my order on time and asking if the shoes I received where a good fit. Excellent customer service and management. read more

Um, I cannot say enough good things about this particular store. Along with the always-amazing product, this store has that rare thing that IMO matters most in life: honest, lovely, incredible people...from top to bottom...just awesome, real, and caring employees. THAT is what it is all about. Being nice to each other. Frida and Mike were a-mazingly kind to me. Thank you for your gracious ways...and for reminding me to be more like that on a daily basis, too. read more

I would give them the highest rating possible because they have taken an extremely highly customer satisfaction to go above and beyond to help and assist their customers. For example, I ordered a pair of TB wedge for my wife and the size I order didn't fit my wife. So I have to return for a refund. When I did the return, it was send to there location and two days I got it back. Then I call TB and wanted a reason why was send back. So long story short, I reach out to TB again and this time Uchi Soepadhi, the worker there help me and within a day when she got my shipment she intermediately refund back my return. I really appreciated all of her work. I would recommend this store and their customer services skills to anyone interested in shopping with them. read more

I fell in love with the Chevron Print Wool Tory blanket around the holidays, only it sold out before I could grab it. After a casual conversation with Frieda, the amazing store manager, she was able to locate the only one left in the company and have it shipped to Santa Monica. AMAZING! I felt like I had hit the lottery and it was the easiest transaction ever. Just one example of the over-the-top service this team provides -- full price or on sale this team is available for you. VIP all the way! read more

My experience here was not something I wish upon anyone. Walking in I was never greeted. I went straight to the purse I wanted to purchase only to have an Asian woman tell me the price of the purse and walk back to the shoe section. I never asked for the price and never was I asked if I needed help. My husband at that point asked for help and when the Asian woman walked towards us, he said no, not you. And pointed to another woman in the back to help me. I was excited to go and just ended up disappointed. I visited the store on Saturday December 26th at 8.30 pm. read more

The sales associates here are so friendly and attentive. I've stopped in many times, sometimes just to browse and other times on a mission-- and each time, they treat me right, without pressuring me to buy anything. They offer you bottled water, look up items in stock at other locations, etc. They genuinely seem to enjoy their jobs, which translates to taking care of their customers. read more

I've been a supporter of Tory shoes for a while, but would like to address the service from the store clerks in general, and especially in this branch- they are the bomb.com. Of course I'm gonna be awkward and difficult and walk in to return a shoe I bought online with my dog. Why with my dog, do you ask? Cause the buddy is always left alone at home and it's not fair on him, and I don't want to tie him outside because he's so darn cute someone may steal him. Anyway, so I walk in with my 22 lbs dog (thankfully he's very well behaved) and of course the clerk assigned to be is deathly scared of dogs due to a childhood trauma. I'm mortified. I keep him away from her but she doesn't even flinch, she comes towards me as usual with the perfect service and does everything I ever needed. All the other staff are equally accommodating and I have the best time at their beautiful store surrounded by their beautiful shoes. Vince (aka dog) is just chilling on the rug thinking it's our home because the store is so welcoming. I'll gladly spend the markup for this service and quality any day. Great job Tory! read more

I had probably the most insulting retail experience of my life in this store. I traveled to Minneapolis to see my family over the holidays. I went to the Tory Burch store there, purchased some merchandise and had it shipped back home to California so I didn't have to take it along on the plane. Upon delivery, I decided to return one of the items - which was a handbag - to this store - with a receipt. The handbag was taken out once upon delivery and returned to the dustbag it came in as I decided to return it. I brought the bag - as I received it, along with the sales receipt which was well within the 30 day return policy. The very obnoxious sales associate examined the bag like it was under a microscope and dug through the interior. She said "there's no tags in here." The bag was EXACTLY how it I received it from the other store. She then told me that she couldn't accept my return as it could be a COUNTERFEIT bag!! Also she claimed it wasn't in "perfect" condition and she was unable to verify the purchase (RECEIPT IN HAND) as she couldn't call the store in Minneapolis as it was already closed for the night! So she would not accept my return. This is insanity! I have the bag, the receipt shows it was shipped to me and it was within the return policy and it was in perfect condition. WHO TREATS CUSTOMERS LIKE THIS? ACCUSING me of returning a counterfeit bag when I have the exact bag that showed on the receipt is appalling.There was NOTHING wrong with this bag and I mean NOTHING. It was EXACTLY as shipped to me by Tory Burch in Minneapolis. I was treated like dirt by this rude, unprofessional, woman. I asked to speak to the manager and she said "I am." I said no you aren't. I know who the manager is and it isn't you. She said, "well I'm the manager here tonight, but not the general manager." Clearly Tory Burch wouldn't make a mistake in making this rookie the general manager of a store. Talk about alienating customers. I told her I was not going to take this BS from her and would be reporting this to management higher up as well as the corporate offices. This is unacceptable behavior. I was absolutely livid when I left the store. Just like some of these other negative reviews - newsflash: you work in Tory Burch, you do not own it. Nor is this a rerun of Pretty Woman. You are retail clerks - little do you know the type of people you are insulting and the business you are losing because of it. read more

I like Tory Burch handbags, shoes, and wallets. Everything has reasonable price and good quality I used this store from 2 years ago. I'm very satisfied every time in the store. There are nice and cool staffs. Especially Gigi is a very credible person. She always keeps her word and sometimes finds rare ones for me. I always recommend this store, and especially Gigi. read more