Tory Burch — Attraction in Farmington

I had awful experiences with Tory Burch at the Westfarms Mall in Farmington, CT. My boyfriend had bought a purse and wallet from Tory Burch for me for Christmas. I was so excited because it was the purse and wallet that I have wanted for a long time. After about 7 months of using the purse, the strap began to come apart. When I contacted customer service about my issue, I was told to send pictures and a description of what happened to the Westfarms Tory Burch, so I did just that. One of the managers, Alex had contacted me saying to bring in the purse, they will replace/repair the strap for me and it'll be taken care of. I was relieved to receive such great news. I drove to the Westfarms mall and met with a manager Victoria or Veronica I believe her name was, and told the story of what happened and why I was there. She had told me that they couldn't fix it in the store, it had to be shipped and they will take it right away, send it out and give me a trash bag to put my contents of my purse into. This took me back a little because this was not what I was told at all in my emails with Alex. After expressing my concerns of doing what she said, she offered to give me a shipping label so I can send it myself and it'll be returned back to my house so I don't have to drive here again. I thought "hey at least they tried to fix their mistake". So when I got home, I sent it out to get fixed. I was told it would take 3 weeks to be repaired and shipped back to me. After about 6 weeks and still no purse, I called Tory Burch at the Westfarms Mall to see if they can figure out what was going on. I got on the phone with a sales associate who told me that they've had it for 2 and a half weeks and it was on the shelf to go back out to be sold. I was taken back by this statement. I wanted to speak with a manager right away. I got on the phone with a manager and it happened to be Victoria or Veronica again. I told her what happened and she tried lying to me telling me that I was wrong and none of what was said was going to happen. She was very rude to me about the whole situation, just as she was in the store when I spoke with her the first time. I obviously was upset since the purse was suppose to be shipped back to my house, it was in their store for 2 and a half weeks before I had called, it was going to be put back on the shelf to be sold again, I'm getting lied to by a manager so she can save her own butt and I'm getting rude comments from her and screamed at on the phone. Never again will I purchase from Tory Burch because of this experience that i've had. I will honestly rather buy Michael Kors or Coach than have to deal with rude customer service again. I recommend that if you want a purse or wallet to go to another store instead...

I walked into Tory Burch at West Farms excited to shop—ready to add another Kira bag to my collection and find matching sandals. What I wasn’t ready for was the blatant lack of customer service and the racial disparity that unfolded right before my eyes.

Upon entering the store, I wasn’t greeted. I walked from the right showroom to the left, where two other Black women were also browsing. None of us were acknowledged but we were followed. Moments later, a white woman entered with two small white children, and within seconds she was warmly greeted and asked if she needed any assistance.

The contrast was loud. The message was clear.

While still on the phone, I told my friend I was leaving because the customer service was disappointing and disheartening. I walked directly across the hall to Louis Vuitton, where I purchased a bag and fragrance—because I refuse to spend my money where I’m invisible.

This experience is not reflective of Tory Burch herself—a woman known for her kindness, inclusivity, and empowering spirit. But it is reflective of the team and culture currently in place at the West Farms location. That disconnect between brand values and customer experience needs to be addressed.

To be seen, spoken to, and valued is not asking for too much—it’s the bare...

Horrible horrible service , dropped of my purse to see how much it would b for a cleaning .after getting a call back and being quoted 270 , more than half of what the purse costed orig. I stated I will go in to pick up the purse on the weekend and requested it not be mailed to me . Well here comes the weekend I go to pick up my purse and get told it was mailed to my house the past Monday and it’s been delivered on Thursday , but I never receive any package . Called to confirm with ups and they stated it was delivered and would need to open claim for lost or stolen item.... I call the store and ask for a manager and I immediately get the run around on how the manager isn’t available, and when I tell the employee about my problem of it being mailed out after I asked them not to that I will do in store pick up . Well longer story short , they tell me how there policy says they’re not responsible for anything lost or stolen , and when I called ups I get told I would only be compensated only 100$ for a purse I just paid 500$ for . If it wasn’t for terrible customer service and poor communication displayed at Tory burch I wouldn’t be out of a 490$ purse. What a big slap in the face from such a high end store .......