Tory Burch — Local services in Costa Mesa

Tory Burch has HORRIBLE customer service, they have inferior products, and they don't stand behind their products since they only offer a one-year warranty for damage (probably because they expect their products will fail shortly thereafter)! I went to their Costa Mesa location because I had two purses in need of repair (the glue had turned yellow on my soft pink leather purse and the other had a material strap that came undone). First, the Karina (the Manager) couldn't locate me in their system for one of the two bags (which indicates that they have inept employees working in their Palazzo-Las Vegas location that didn't do their job in entering my information into their system)...second, the manager goes on to suggest that I am at fault that the strap broke on the 2nd purse because I must've loaded the purse with too much weight (yes, I'm sure that your shoddy merch had nothing to do with it)....third, she goes on to inform me of their one-year warranty -- wish they would've told me that when I was about to buy my $595.00 purse...I also wish they would've put that on their website (which they don't)...and, shouldn't "higher-end" merchandise be backed up for longer? I know COACH does...they take damaged items back regardless of the time and ensure they send their stuff back to the lab for testing...fourth, I was disappointed that I called their Glendale location beforehand to explain the damage and that it had been a few years since the items were purchased and the employee said that they would send it back to their corporate offices to determine if they could be fixed or would issue a voucher of some sort...definitely NOT what happened when I went to the Costa Mesa location (because it was closer to me), but I also suspect that it depends on who is handling the issue...in either case, they're NOT consistent in what they communicate to customers on the phone, nor on their website, nor...

My 19 yr old daughter came to the store and bought a purse as a surprise for Mother's Day. After I opened my gift she started to explain to me what a horrible experience she had shopping here. Really bad customer service by sales rep Eva! My daughter had an issue with one of her cards and Eva told her "you should call your bank!" and just walked away and didn't even give my daughter a chance to purchase the bag. She felt discriminated and Eva just assumed she had no money! My daughter did end up buying the purse from another sales rep. I don't know if they work on commission here but the receipt still rang up on her name. I will be returning the purse and will let my mom and sisters to return their merchandise that they had purchased two weeks prior! I rather go spend my money at Nordstrom! This might not make a difference in Eva's pocket but she sure made a 19 yr old tear up of just how rude she was to her. I will be sharing on my social media as well and let my friends and family know not to...

I was surprised by the unprofessional of some sale persons here at the store. I went there to exchange a small wallet I just bought because of stitching. The sales person looked at the broken stitching part, and showed an unpleasant face. She pulled the key ring where the damaged stitching is, and said: What’s wrong with it? I It holds the ring very well. 😳 I just bought it two days ago, if the stitching is already broken now, how can I expect it in the future? She then went inside and talked to another sales. The other sales then grab a “new” one (without plastic on the logo) and said: it’s the last one in store. My husband was with me all the time. He was also surprised with how bad the two sales behaved. I gave it three stars because I actually had very good shopping experience here with other sales before. But what I went through this time actually gave me bad impression and thought never shop at this...