Tory Burch Outlet — Attraction in Leesburg

We had purchased a bag here and planned to return it. However, due to circumstances beyond our control (our house had a burst pipe and two floors in our house were flooded; at the same time my mom’s ankle was fractured and she could not drive over herself) we were unable to make the trip back to DC (we live in Richmond) within the 14 day return time frame.

As a result, we called the store and spoke with several associates trying to see how we could work around the situation. At first, the manager told us we could not return the bag after 14 days, so we asked if we could mail the bag to return. The manager SPECIFICALLY told us over the phone that we could NOT mail the bag for return. She was SO condescending towards my mother, berating and bullying my mother about the fact that we could not return the bag unless we came to the store personally within 14 days. The manager finally agreed to let us return the bag within 21 days, telling us this would be a one-time exception.

All of this is completely fine. I understand the policies and procedures for retailers are extremely strict and the employees often cannot change these policies. However, we were speaking with a manager, who should be even more professional and courteous than the employees.

NOT ONLY THAT, but when I went to the store today to FINALLY return the bag (within the 21 day time frame) the manager and another associate completely denied everything that my mother had communicated with them. They told me that we are, in fact, allowed to make returns via mail; well, this is news for me, because I literallly heard the “manager” on the phone telling me and my mom that we could not do that! Of course, I tell this to the general manager and another associate in the store and they just stare at me like I’m crazy and completely deny they ever told us this over the phone. They really seemed to enjoy making a fool out of me and my mom; I had to explain so many times in the store that my mom had called them to get the extra 7-day extension, to which they stared at me like I was crazy, and berated me about the situation, telling me (again!) that this was a one time exception. Yes, it IS a one-time exception. I understand it completely! But they do not have to be so rude towards us.

And I only drove to Leesburg from Richmond to return this ONE bag. That’s a 6 hour round trip. I could have saved myself this trip if SOMEONE I.e. the “manager” had given us the CORRECT information over the phone regarding the return via mail policy.

We have been long-standing customers of Tory Burch for years and years. My mother gets the $50 and $100 gift cards annually in her email because of her loyalty to the brand. This has been an extremely upsetting situation with this outlet store. We probably will not return to the outlet store and keep our business elsewhere.

As a final note, the women who work in this store are EXTREMELY catty and unprofessional considering they work for a “luxury” brand. With their trashy attitudes and customer service skills they belong in a...

I totally agreed with  @Maheen Khan ESPECIALLY her comments about the manager. I didn't get the women's name but I think we probably dealing with the same person since the store only have one manager right? If I could I would give minus star. Here is my experience.

I purchased a crossbody bag with a chin on Black Friday night. The store was so crowde, stuffs were piled up all over the place. I picked up this bag, paid and left quickly. When I got home and tried it I found out the chain is too long and heavy, not comfortable, so I decided return it.

I went back the store on Sunday. The SA told me I can't return it because it's FINAL SALE. I was shocked because when I purchased it NOBODY told me that. She said she has to ask somebody. Then this women came to me without introducing herself. She was very rude from the beginning to the end.

First she kept saying it's on the receipt, there's nothing she can do. I told her before I purchased I wasn't notified. Then she said there's a sign on display, I asked for the sign, she said :"there's no sign because the sales is end". I said OK doesn't matter you have the sign or not because the merchandise wasn't even in the correct place where it should be on Black Friday night. THE IMPORTANT PART IS THE CASHIER SHOULD NOTICE CUSTOMER it's final sale. This is a general role everywhere. People have the right to know.

Then she said:"how do I know you didn't picked up from the correct place, how do I know nobody told you that, you didn't asked anybody for the price before you buy it? How is it possible? If you didn't talk to anybody how can we tell you?" with a very sarcastic face. TORY BURCH, is this your CUSTOMER SERVICE???

I asked for that SA who sold the bag to me, but she wasn't there so I said I can come back when she works, the women said I AM NOT GOING TO TELL YOU WHEN SHE WILL WORK. I said let me talk to store manager she said I am the manager. I said OK let me talk to your supervisor she said I AM NOT GOING TO CALL MY SUPERVISOR FOR YOU.

At this point she began to play the knave. She knew it's their fault but her face was saying "what can you do!" She kept saying :"you can't prove nobody told you". I managed to restrain my anger, said yes I can, just checked the camera, it's very clear. Of course, SHE REFUSED AGAIN.

I was so disappointed, so I called the customer service at the store. I am waiting...

I went to buy a pair of shoes for my sister’s birthday. My sis wears 6.5 and for my own shoes i have to get one size up. So I asked for size 7 in a shoes and the brought the wrong shoes every time to finally say we don't have it. So got another color in 7 and 6.5 in the one I really likes. The lady clearly knew that I am buying as gift and one will definitely come back. Asked for return policy she said 2 weeks which was shocking since most of retailers have 1 month. Anyway paid for both. The lady at the register also said 2 weeks to return and NOTHING ELSE. For sister size 7 worked better and knowing only 2 weeks to return i drove 20 mins to come back and return. Shockingly they said the item was a final sale and cant be returned. I kept saying not one soul informed me I was buying a clearance shoes and they assured me I can return as long as within 2 weeks. Finally they offered exchange right there and then and no store credit. The lady at register said oh the person who rang u up was new. Is that my problem if your training lacks. I don't blame her for being new but something as important as this one should have been mentioned. If I knew about it at that time I would never buy the shoes in question knowing I may need to return it. The manager kept repeating herself and didn't care how desperate I was for the return. Finally I am like let me get it on my size and again they brought the wrong shoes out. “Not surprised”. I didnt really care for their selection this time but I was pretty much forced to get something. Long story short O just picked a bag. Paid the additional difference and walked away. Only the Philippino lady was nice and caring. The rest including the manager...