Tory Burch — Local services in Aventura

I cannot begin to express how disappointed I am. I first blame myself because I typically conduct thorough research before I purchase items from a company. However, I trusted that if you're selling $378 shoes, then it would be of good quality. Originally, my issue was not even with the quality, it was with the sizing. On 03/21/2022, I purchased the Jessa loafer pump from store #123864 from sales associate Belen (who was very nice) to celebrate a great job offer that I accepted. I wanted a nice shoe for the office. I first tried the shoe on in an 8.5, my normal size, but it was too big, so I went down to an 8. The shoe fit much better, but I experienced a little tightness in my pinky toes. The associate assured me that the shoe would stretch and I loved the look of the shoe, so I proceeded with the purchase. I walked around the house a little bit to stretch the shoe, but did not wear it outside of the house until 03/29/2022. I could not make it in the shoe for four hours. My feet were in so much pain that I was walking in my office in my dress socks. After work, I decided that I needed to return the shoe. Yesterday, 03/29/2022, I took the shoe to my local Tory Burch in Santa Monica (i purchased the shoe in the Miami Store at Aventura mall), and it was brought to my attention that although the shoe was being returned within the proper window of return, the shoe could not be accepted due to the quality of the sole of the shoe. I explained that I had only worn the shoe one time and I couldn't do anything with it because it hurt so badly. After looking at the bottom of the shoe myself, you would think that I had worn the shoes for 2 months. The sole of the shoe is of absolute terrible quality. It's the cheapest $400 shoes I have ever purchased. I wasted $404 trying to support this company for the first time and it will certainly be the last time. I called a customer care number that I was given where the lady Megan (who was also really nice) was willing to refund the money, but because I purchased the shoes from a store and not online, I was unable to have money returned to the original form of payment, but was given the option of a gift card. I am so highly upset. I just want my money so I can purchase an item that I can actually use. Finally, after doing my research (a little too late), I found reviews on the BBB, trust pilot, and site jabber all sitting quality issues with Tory Burch. I will not return as a customer. I work too hard for my money to...

On July 12, 2025, I purchased an Ella Tote Bag from your store as a gift for my girlfriend. She was thrilled with it, as she has always admired your brand. Unfortunately, her experience with this product — and with the service she received — has been frustrating and disappointing.

When she first began using the bag, she immediately noticed that the snaps on the gussets would easily unlock with normal use. She returned to the store to request an exchange, and while the employee was initially helpful, the replacement bag had a new defect: one shoulder strap was noticeably longer than the other, which made it uncomfortable and impractical to carry.

Although she felt uneasy about going back again, she did so in good faith, wanting a bag she could actually use. To her surprise, she was told flatly that no further exchange would be allowed and was handed back the original defective bag — without explanation or any attempt to resolve the problem.

I find this unacceptable. At this price point, and from a brand with Tory Burch’s reputation, a customer should never be left with a defective product and no solution. She should not have to feel embarrassed or dismissed for simply wanting the bag that was paid for to function properly.

I am therefore requesting that you review this matter and provide a fair resolution — whether through a proper exchange for a defect-free Ella Tote Bag or another suitable remedy. Restoring confidence in your brand depends on how situations like this...

The worst customer service I could have ever received. I left my purse for repair 2 months ago, I started wondering why I didn't receive it back or why nobody called me from the store to inform me that it was time to pick it up. I called them myself, and it took me 30 mins to get ahold of them and find out that the purse was never sent for repair. I asked the manager what the reason was, and his response was..." I don't know, just came from vacation. I swing by to pick up the purse and find out the actual reason why my bag was not fixed. They told me that they didn't know what the problem was and what had to be fixed. When I dropped it off, I filled out a sheet with all my information, name, home address, and phone number. They could have called me and asked the reason. Even though I showed them the purse when I first came in the store and dropped it off. They even gave me an estimate of how much will that cost me to repair it. The manager I spoke to today was unprofessional and clearly did not care to help me at all. It was a lot easier to apologize for a mistake they did instead of telling me that they sent the bag to a 3rd party and they had nothing to do with it. I'm very disappointed with them, and I will not make any purchases from that brand ever again. That is not how they should treat their...