Tory Burch — Local services in New York

I bought a purse from this store about 6 months ago, last month when opening the bag a tear became visible in the leather about an inch and a half around the magnetic clasp. I called the store and they informed me that they would try and repair it, and if they could not they would either refund my purchase or give me a new bag. So I sent the purse back to be repaired, 3 weeks later I received it and to my horror it is the WORST repair I have ever seen. It honestly looks as if they glued the leather back together! I called the store the day after receiving it and expressed my shock, they store manager (Beverly) said that there was nothing more they could do "since it looks better than what it was sent in looking like" (Yes that is what she said!) so I asked to speak to the General Manager (Louis) who basically told me there was nothing more the store could do and that they would give me a coupon for 30% off my next purchase. So after I spend around $550 for this purse all I get back is 30%?? I am shocked that a "high end" boutique would, 1. have such poor leather it would rip the way it did and 2. the customer service was the worst I have ever had. To be honest I question even if the purse is even made of 100% leather. Had I purchased a low quality purse I would of course expected a less than stellar quality purse, but a high quality designer bag I do expect better quality as well as service.

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Ask me a year ago to rate this store and I would tell you how great the general manger was Chad I believe his name was. The employees that he had were outstanding, they really tried to get to know you and keep that connection going. Now going to this store it feels so wrong. The energy is so bitter, the new manager Anika is horrible. She’s very condescending. A few of the associates have stayed but many have left… I can see why. There’s this one make associate who’s ALWAYS on his phone when you come into the store or just walk by. Very rude never keeps his mask on or greets you.. yet he tends to follow customers around as if he claimed them. Sometimes we just want to shop without a bother, I like how the ladies stay in their spots and wait till we actually need the help. There’s a much bigger employee who works there I believe she’s hispanic she’s a very nice woman, I can’t remember her name but she’s very helpful and keeps in contact! So do two other ladies there another Hispanic woman with curly hair and a Greek woman I believe. I can’t seem to remember these ladies names sorry :)!!!! Anyways all together I’m happy to see some employees that I feel COMFORTABLE with to shop are still around. Will not be taking my business with that...

Honestly never had worse customer service than this exact location. I called because it’s the closest store to me from Brooklyn and I just moved into town for my new job. Typically the stores I’ve shopped at will send me pictures if I’m looking for something for example “all sale flats” but this store refused to send me pictures of the heels they had in stock. The girl told me I had to ask for specific heels and was so unhelpful, even made me go on the website and search every shoe. Since when is taking pictures of multiple shoes against the rules? She kept saying she couldn’t take pictures of the whole shoe salon which is not even what I asked for, literally all she had to do was pull down the heels from the wall group them and take a picture that’s how you clientele and trust me I know I use to...