Tory Burch

I walked into Tory Burch at West Farms excited to shop—ready to add another Kira bag to my collection and find matching sandals. What I wasn’t ready for was the blatant lack of customer service and the racial disparity that unfolded right before my eyes. Upon entering the store, I wasn’t greeted. I walked from the right showroom to the left, where two other Black women were also browsing. None of us were acknowledged but we were followed. Moments later, a white woman entered with two small white children, and within seconds she was warmly greeted and asked if she needed any assistance. The contrast was loud. The message was clear. While still on the phone, I told my friend I was leaving because the customer service was disappointing and disheartening. I walked directly across the hall to Louis Vuitton, where I purchased a bag and fragrance—because I refuse to spend my money where I’m invisible. This experience is not reflective of Tory Burch herself—a woman known for her kindness, inclusivity, and empowering spirit. But it is reflective of the team and culture currently in place at the West Farms location. That disconnect between brand values and customer experience needs to be addressed. To be seen, spoken to, and valued is not asking for too much—it’s the bare minimum. Do better.

I had called about a possible exchange on my wifes handbag that is less than a year old. My wife changes out handbags almost every other month or so. Most of its life has been in a dust cover. The wonderful customer service (to bad you cant type sarcasm) told me it was consider normal wear and tear and gave me a $50 e-gift card as a result which i felt was a slap in the face. I will not being buying anymore from this company after this experience.

They are very friendly and respectful staff. Great location and services. Huge inside and has shoes, bags, and clothes.

Very rude staff, was told that I was able to return my purse between 30 days with a receipt. Come to find that the store employee mentions that I cannot return the purse because I’ve worn it without clearly mentioning it to me beforehand. Unacceptable behavior, will not buy from Tory again. If you need a Tory Burch purse buy it from Nordstrom because they’re flexible with returns and are better than the women at this store.

I didn't felt welcome there! No one came to ask if I needed assistance. The stuff was so busy chatting to each other. The blonde lady just gives me a look and walked away. I feel so uncomfortable

HORRIBLE STAFF AND SERVICE. I was trying to a gift and was told I could return within 30 days. Come to find that an extremely rude employee says they can’t accept the return because “it’s been used”, and I told them it was worn ONCE and I knew right away that I didn’t like it. There were NO other defects and the purse was in perfect condition. I’ve always bought Tory Burch products and have always praised their designs, but this was just UNACCEPTABLE BEHAVIOR. WILL NOT BE BUYING ANY OF THEIR PRODUCTS AGAIN. This violation of their return policy does a disservice to any and all of their customers. I will be filing a complaint with the Better Business Bureau as well as any other organization as much as I can.

if i could give this store negative stars, i would. Treated *white* customers with care and consideration, whilst nonwhite clients were gawked at from the register, as if we were not welcome in this space. we were not welcomed or treated with the same respect as their white patrons. Very uncomfortable atmosphere, complete and utter lack of respect, and nobody for the 20 minutes i was there asked if i needed any assistance. i would expect more from such a high end store. ridiculous.

Purchased my first and LAST pair of tory burch’s. Bought them about a week ago, the black minnie flat. I wore them ONCE, for about 8 hours for work, primarily sitting at a desk. The shoes are already scuffed, and the leather is wearing away. I called tuesday and spoke to the manager, she requested I bring the shoes in. I went in tonight and showed the associate the shoes. She took them in the back and came out 10 minutes later, only for her to catch an attitude with me, telling me that the only option is to send them out for repair, which takes a minimum of 3 weeks. They are only a week old and worn once, already falling apart! Extremely poor customer service, poor quality shoes and NOT worth $242! What a shame - go spend your $$$ elsewhere.

I'm surprised that there are so many bad reviews for TB. But then again, most reviews prior to mine seem to be on Yelp just to leave negative reviews. Anyhoo, I came to the Tory Burch West Farms looking for a pair of booties I had found online, but wanted to take my chances and see if they had it in stock. Shopping for shoes is always difficult to me, so I'd rather try them on in person than to order online and return it. The style I wanted was on display, but the color I preferred was nowhere to be found. I asked the associate, Karen, if they had the booties in black. She enthusiastically replied that they did, but not sure why it wasn't on display. To back up her reply, she checked the computer to see if they had the size and color I wanted. It was misplaced in the store but she ultimately found the box. Karen definitely exceeded my expectations. I did not leave 5 stars, because I have been to other TB locations and service was slightly better and more welcoming. I am usually offered a beverage or welcomed at the door. I had to look for an associate when I needed something.

Not sure why the reviews are so bad because my experience was great. I walked in to return a pair of shoes that I had purchased online, and the salesperson was beyond helpful. I really wanted the shoes but they were a little too big so I needed to go down a half size. I had checked online for another store that had it in my size but it wasn't available anywhere. She located it, and placed the order to have it shipped to me. I'm a happy customer!

I should have posted this sooner - I went to possibly purchase another larger tote/briefcase and I was treated like I was an inconvenience- when I decided on just the wristlet the sales person told someone else to ring me out and walked away. I purchased the large tote from Neiman Marcus. The strap came apart - and the journey began - a return, a partial refund, rude customer service people through email too! I have their snarky replies in writing!!! It took weeks for the correct credit. I love my wristlet but the replacement bag is a piece of junk, I've used it 1 time and only had it for two weeks. Move on friends move on . . . Not worth your time nor energy

Long story short, I needed a diaper bag and I needed one pronto as my other plan failed. I wanted something suitable for my size but enough to hold all my baby essentials. I came upon a messenger bag I wanted but wasn't sure of the dimensions. I hiked my way to the mall because I wanted to see it in person. Sadly this boutique does not carry ANY of the diaper bags. The sales associates didn't really know about the diaper bags. It was disappointing because I expected them to know the product line even if its NOT available in stores. He did offer to order it for me online but I could have done that at home. As a side note, Nordstorm has the Stacked Logo Billy Baby Bag out on display. In my postpartum state I couldn't help but feel frumpy. I'm glad the sales associates were nice enough to ignore that and offer their services.

This location has some of the most rude not be judge mental women that work here. There was a gentleman that was helping me and I wanted to make a purchase from him and one of the sales reps came over and took over the sail away from him so I didn't buy anything because that pissed me off. I ordered something online decided I didn't like the color wanted to exchange it and they were so rude told me I had to go through the website wouldn't help me brushed me off and spoke down to me. As a matter of fact everything I've purchased from Tory Burch has fallen apart. If you want to buy something from Tory Burch buy it from Neiman Marcus or Nordstrom's because they will treat you with respect and stand behind the product.

I feel bad to say it, but it is what I experienced today. I stopped in Tory Burch in Westfarms Mall to buy a purse for my sister-in-law. At first, she told me everything is 30% off on Black Friday weekend. When I told the sales lady named Karyn to purchase Fleming Matte Covertible Shoulder Bag, she told me it is sold-out. She said she could order online for me but there was no 30% off on it. When I got home, I check the website, there is 30%off if I spend $250 or more. At the end, I bought a wristlet which is $139. When I check website, the wristlet is on sale for $139. If I bought both wristlet and purse, I would got 30% for both items, but this lady named Karyn is not honest to me. If I could got the wristlet for $97, why should I paid $139. I will return the wristlet and tell them the truth that I found out. I will never shop at Tory Burch in Westfarms Mall again.

I would give this store 0 stars if I could. I'm a 17 year old girl who often shops at Tory with my mom. I've bought many things from TB and as has my mother. Last weekend I entered the store with my boyfriend, with hopes to buy a purse for my moms birthday. Upon entrance there was no worker which was fine. But about 30 seconds later a worker approached the front room where we were looking around staring us down with a snotty look on her face. My boyfriend was touching a rack of bracelets on the front tables and was struggling to get one back onto it. I said nervously, knowing the women was giving him the death stare "having trouble getting that on" and the worker had the audacity to say "yeah put that back how you found it." I was shocked by her remark and rudeness that we flat out left. I took my money elsewhere and will forever have lost my respect for that brand and store. I have one word of advice for Tory Burch associates and its to remember that you never know who someone's parents are.

I had awful experiences with Tory Burch at the Westfarms Mall in Farmington, CT. My boyfriend had bought a purse and wallet from Tory Burch for me for Christmas. I was so excited because it was the purse and wallet that I have wanted for a long time. After about 7 months of using the purse, the strap began to come apart. When I contacted customer service about my issue, I was told to send pictures and a description of what happened to the Westfarms Tory Burch, so I did just that. One of the managers, Alex had contacted me saying to bring in the purse, they will replace/repair the strap for me and it'll be taken care of. I was relieved to receive such great news. I drove to the Westfarms mall and met with a manager Victoria I believe her name was, and told the story of what happened and why I was there. She had told me that they couldn't fix it in the store, it had to be shipped and they will take it right away, send it out and give me a trash bag to put my contents of my purse into. This took me back a little because this was not what I was told at all in my emails with Alex. After expressing my concerns of doing what she said, she offered to give me a shipping label so I can send it myself and it'll be returned back to my house so I don't have to drive here again. I thought "hey at least they tried to fix their mistake". So when I got home, I sent it out to get fixed. I was told it would take 3 weeks to be repaired and shipped back to me. After about 6 weeks and still no purse, I called Tory Burch at the Westfarms Mall to see if they can figure out what was going on. I got on the phone with a sales associate who told me that they've had it for 2 and a half weeks and it was on the shelf to go back out to be sold. I was taken back by this statement. I wanted to speak with a manager right away. I got on the phone with a manager and it happened to be Victoria again. I told her what happened and she tried lying to me telling me that I was wrong and none of what was said was going to happen. She was very rude to me about the whole situation, just as she was in the store when I spoke with her the first time. I obviously was upset since the purse was suppose to be shipped back to my house, it was in their store for 2 and a half weeks before I had called, it was going to be put back on the shelf to be sold again, I'm getting lied to by a manager so she can save her own butt and I'm getting rude comments from her and screamed at on the phone. Never again will I purchase from Tory Burch because of this experience that i've had. I will honestly rather buy Michael Kors or Coach than have to deal with rude customer service again. I recommend that if you want a purse or wallet to go to another store instead of Tory Burch.