Tory Burch Outlet — Attraction in Livermore

ZERO STARS for this store. We were regular customer of this brand and have purchased close to 15 bags all together for family and relatives in the past. However we had a horrible experience at the store during our last visit so won’t be buying from this brand ever again (anyways becoming outdated and to add to that rude sales staff). We went there on a Saturday and there was still 45 min. before the closing time when we were almost finalizing our purchase and were the only customers left in the store. My aged mom who generally takes time to make a decision was confused between two bags she liked. Their staff and manager instead of leaving her alone and giving her time started making us feel unwanted in the store. One of the younger sales woman who was not even assisting my mom started making fun of my mom and kept on approaching her to tell her this is the best bag in the entire store basically indirectly saying take it and leave, still 45 min. remaining before official closing time. She was trying to be funny in front of her other colleagues but was looking immature and disrespectful. I was expecting the manager who was right there to discipline her but she ignored it. I also initially gave her the benefit of doubt thinking maybe that saleswoman is new and does not know how to act around a customer and was too excited to leave but then she kept on coming back after ever 2 minutes to repeat her disrespectful non-funny behavior without any interruption from the manager. I had to ask my mom to just pick one bag and leave as I did not want to go down the road of yelling at a woman who was totally out of line. Even walmart employees behave better than this so called luxury handbag...

The “high level” associates are always disrespectful to the customers. If you are buying something, they are happy, but if you are returning something, prepare for the rudeness. I bought something without a tag and had scratches. I didn’t mind when I bought it. But when I came back to return it, they told me they won’t return it because it looked like “worn”. If they have told me when I payed for it, that they don’t return items that doesn’t have a tag or has scratches, I wouldn’t buy it. They forced me to either keep it or exchange to something in the store. But I didn’t like anything in the store that day. I asked if I can get a store credit for later use. They refused me very rudely. I never wore it for more than a minute. I feel very offended by being accused for something I never did. If they did a good job taking care of their merchandise and put tags on them, Or reminded the customers when they sale it, something like this could have avoided. Again, good sales people, but horrible managers! They assumed customers as dishonest people. I loved TB, but I will never go to this low quality outlet...

Absolutely unacceptable customer service. We asked in advance if it was possible to place a bag on hold at the front, and were clearly told yes—twice. We were assured that we could return later, skip the line, and complete our purchase.

When we returned a few hours later, a different set of staff were working. Not only did they refuse to acknowledge what we had been told, but one staff member wouldn’t even open the door to speak with us. She simply pointed to the back of the line, rolled her eyes, and dismissed us completely. When she finally cracked the door open, she accused us of being “audacious” for even asking—and then shut the door in our faces.

It was shockingly rude, completely unprofessional, and shows a total lack of communication between staff. We were treated with zero courtesy, despite following their instructions exactly. This kind of behavior is unacceptable and reflects terribly on the business. They need better training for their staff. I’ll gladly take my business next door—there’s no shortage of luxury brands that actually know how to treat their customers...