Tory Burch — Local services in Jacksonville

Treated like Annoyances, not Customers *

My wife and daughter are huge fans of Tory Burch and usually enjoy shopping at this store; I myself have been impressed with the staff in the past when accompanying my wife and daughter or shopping for gifts for them. Today’s experience was markedly different. We went in to return or exchange a phone case that I had purchased from the Tory Burch online store. We had stood in a long line just to get into the store and then a second line just to be helped by a staff member. The lady who helped us - I did not get her name - curtly Informed us that she could not process our return and directed us to the end of another long line where another representative might be able to help us. She also said that it might be easier for us to return the item online and then added casually – and in a tone that smacked of condescension - that my wife’s phone was old and she wasn’t sure they carried a case for that. Old? OK, not the newest model, but we only purchased this phone only a year and a half ago; in fact, the case that I had purchased was for an even older model. The representative’s demeanor was more than disappointing to say the least. The whole time, her attitude indicated that she wasn’t interested in helping us and she made us feel more like annoyances than customers. Very disappointing. Tory Burch is...

11/23/24..More Sales Associates need to be like Kaitlyn at the Town Center location!!! She was AMAZING; KIND and over the top helpful!! This location did the right thing hiring this young lady. I won’t go into detail about the situation buying my gorgeous T Monogramed purse because I don’t want to take away from the spotlight that just needs to be shined on Kaitlyn. She handled the situation like a champ while still giving incredible customer service to other clients. She never once showed aggravation or annoyance with helping me. She was pleasant and kind the whole time and never gave up helping me, which she very well could have! The GM Katherine was also extremely helpful in resolving my issue and helping with the purchase of my beautiful bag! Tory Burch did right by hiring these qualified, overly kind women. This was my 2nd TB purchase and it will not be my last due to these women! Thank you both for your EXCELLENT customer service - you both deserve an award! And I wish I could...

If you need great service, call or stop in and ask for Drew! I called in one Friday afternoon in search of several items. Thankfully a young man named Drew answered. He was so polite and patient as I searched for the item numbers I needed to see if he had them in stock. He saved the items for me. When I arrived the next morning he had them waiting on me. Drew went above and beyond with me Saturday after I arrived home only to discover one of the items didn’t fit. By the time I made it back to the store he already had my replacement ready to go. The other staff members were also very friendly and welcoming. Some mid level designer stores I frequent tend to have uptight staff. I can honestly say that this Tory Burch store has always had a track record of hiring professional and accommodating staff. Thank you to you all for going above and beyond in this...