Tory Burch

I purchased the Roberson Strip online but when it came I hated it so I decided to exchange it here. This was by far one of the most professional and helpful store thus far. As I entered I was greeted in a friendly manner, the store was crowded but everyone offered to help, never in a pushy, black girl in the store way lol. The exchange was smooth and fast even on a busy Saturday. As I waited I was offered water several times! Love Tory Services and packaging!

It’s a shame I have to give this location one star over a pair of sale flip flops. However, in short, the service was awful and after eventually speaking to the Store Manager I can 100% see why it operates that way. Please note I managed luxury retail stores for 6 years, so I «get it.» I would not be posting a bad review had the store manager apologized (see below) I also realize after managing and working in stores, that searching for sale shoes is annoying and time consuming, however you need to always do it with a smile.
I called about 45 minutes prior to check and see if the store had any sale flip flops. I needed a token gift, and as a lover of Tory shoes myself, thought it’d be a great gift. The associate on the phone was pleasant, and told me they had red with floral bottoms in the size I specified. She wasn’t able to hold them (even for me to drive the 25 minutes there) because «they’re sale.» Upon arriving I wasn’t greeted, the associates were wearing the brands clothing however did not look «branded» so I had a difficult time figuring out who worked there. Finally I was able to get someone who went to «check» and told me they don’t have them and never had red. To make a long story short, I asked someone else who miraculously found what I drove 25 minutes for. The girl who couldn’t find them didn’t apologize, she just told me «well they’re sale. We sell through sale quickly.» At this point she went to the back (probably to hide from me) and someone else rang me in. I was on the fence about size and she wasn’t able to answer if I should go up or down for a half size. Whatever. I said I’d pay cash and my friend can always return. The cashier informed me «it’s sale» so exchange only. Which, by the way, I later looked up and sale can be returned, for original payment. At this point I said nicely «I think we’ve established it’s sale.» I wasn’t thanked for my purchase and the staff acted like they were doing me a big favor.
I went home and immediately emailed customer service, to let them know the store was in need of some training in product knowledge and customer engagement. They fwd my email to the store manager. The store manager called me a few days later and instead of apologizing or asking what she could do to make me happy, told me, «My store is rated top in customer service. You’re entitled to your opinion. An option would be to shop online.» She also told me she looked up my purchase history and saw I bought sale flip flops online. She told me a few times I’m entitled to my opinion, but her store doesn’t get negative feedback etc etc. I thanked her for taking time out of her very busy schedule to call me (she didn’t catch my sarcasm and said «you’re welcome). I hung up the phone and immediately called customer service. Customer service said she was very out of line and it wasn’t the first complaint they had gotten. I then called my two friends in the corporate office to see who she reports to.
The moral of my story: provide an exceptional customer experience to every customer who walks through your doors whether they buy socks, a bag or nothing at all. You never know who they are, who they know or who they will tell. I truly hope the store manager receives the necessary coaching and training needed to effectively train her staff and handle customer objections. I really like Tory Burch products, but as suggested by the SM I will order them online or purchase at a dept store.

Had a great experience … Was greeted at the door by Gabrielle … She was very friendly and helpful … I purchased the black leather miller sandal and I am very happy with the shoe and the great customer service from Gabrielle

I really like the store. Some of the salespeople are super elitist while others are really nice. I bought a bag over the phone and they shipped it to my house. The same bag’s strap broke and they offered to either fix it and after I questioned how long it would take, the manager just replaced it. Awesome!
One star is missing for the elitist salespeople.

This store location has AMAZING sales people and manager. They’re sweet, attentive and accommodating.
NOTE 1: this review is for Tory Burch SHOES, NOT this specific store location.
NOTE 2: I have couple of bags and pouches from Tory Burch and I’ve never had problems with them. This review is SOLELY on shoes.
— — — — –
Bought my first TB shoes from this location — 1 pair of Sophia and 1 pair of Cline, both in black (and that’s why I’m writing my shoe’s complaint here).
I wore Sophia first (wedged 3.5 inch heel, closed toed). I wore it with nude colored pantyhose. After 7 hours of sit down job at a nicely air conditioned office, I went home and took my shoes off. And oh, I was in for a shock. Sophia’s black dye bled through my pantyhose, on to my feet, messing up the $ 60 pedicure I had two days before and coloring my whole feet bluish-​black. I was upset to say the least. The dye came off easily from my feet, but it didn’t come off my pedicure. It was too embarrassing to bring my feet to my usual nail salon the way it was, so I went to a cheap salon and got quick pedi done. Couple of days later, I wore it again with less porous black shoe-​liner stocking. Same thing happened. It bled through the stocking and stained my cheap, yet nicely pedicured feet (what can you say? It’s summer and I like my feet nicely colored/​pedicured). FUMING, I brought the pair of Sophias back to the store, where they’ve accommodated me with a return, ensuring and GUARANTEEING me that Cline is differently treated shoes and will not be bleeding on to my feet. They’ve also said that this is a KNOWN issue but it doesn’t happen often enough for them to put out a disclaimer. Also, they said something along the lines of «you have sweaty feet.» Oh thanks, but did I mention to you that I wore it mostly in my freezing office? And that my travel home was also on a freezing bus? I only walked maybe 20 minutes TOPS, and I didn’t even break anywhere on my body, much less my feet.
So now let’s talk about Cline (leather flats, in black). They’ve guaranteed me that this won’t bleed, right? HAH, yea right. IT BLED THROUGH MORE THAN SOPHIA. Granted, I walked longer in these, but that is NO EXCUSE. And this one didn’t come off my pedicure either (yes, I did get another $ 60 pedicure before this… stupid me for believing these sales people, right??). You know what the kicker was though? I went to meet some important people in a traditional Japanese restaurant (where you have to take your shoes off and sit down to eat) and when I took my Clines off, one of the people asked if I was okay. She thought I had bruises on my feet because of how the dye bled on my feet!!! HOLY Sh*T. I was so embarrassed I don’t even know how I lasted those 2 hours at the restaurant…
Last comment I want to make about their shoes is that I am COMPLETELY and UTTERLY DISGUSTED at how they say that dye coming off on your feet is not DEFECTIVE trait of their shoes. If it’s not defective, why did it ruin my pantyhose and 3 pedicures? Not to mention my emotional scar from being embarrassed in the restaurant???
Sounds too trivial for me to get pissed off about? Hey, if you have to dish out $ 250 — $ 300 per pair, I think I have some rights to complain about their quality (or the lack there-​of). No??? UGHHHHHHHHHHH!!!

Love shopping here. They have pretty good sales usually. Like discount on certain items. I mean its Tory Burch so don’t expect some grand sale, but its decent. I came here today and got 30% off Chelsea flats (there were some sandal collections and other flats that were on sale too) and there is a July 4 weekend sale so $ 250 you get 20% off and $ 500 you get 30% off or something. Very nice staff. It was crowded today because of the sale, but people were quite attentative (esp. the younger ones, the older sales were more annoyed looking. lol) but they offered a lot, bring you all sizes you need and offered bathroom and water. They also gave me extra gift bags since I bought a pair for a friend!

Love shopping here. The associates are very attentive and the service is wonderful. Constance, Ouida, and Mike are great and will make every effort to get you what you are looking for. They will not disappoint! ^_^

very attentive staff and nice selection. gets crowded on weekends though and sometimes you have to wait on a line to get in. best bet is to go weekday mornings.

I love this location. It’s spacious to begin with and has a great arrange of items that’s new in stock. The customer service is pretty good on top of that. I had great experience with this store except this one moody girl who seems like she has some family issues at home that she needs to throw out before she enters the store. I just wanted to scream in her face but I felt pity for her so I didn’t. Anyways since the other associates are so helpful and friendly and has a great arrange of items in stock I give this store a thousand hearts and 4 stars!!!
Plus this location has a private lot which is excellent :)

I love Tory Burch’s design and products. I recently purchased the Ella tote and was very disappointed in the quality. After about two months of usage the handles were fraying and the fabric material was pilling. I brought it to the Manhasset store to see what they could do and they were VERY helpful. I spoke with the manager, Judy, and she took the used bag back no questions asked, and exchanged it for a different tote and even helped me pick out the new bag. The customer service there was great and really provides a positive experience and creates strong brand loyalty. Because of their customer service, I will definitely by back to buy more!

So Im not sure if I am just a user and abuser of all my shoes and bags or if tory burch lives up to her price point/​quality expectations.
My first revas are completely destroyed but I think I gave them pretty good use. A TB bag I got as a gift this May– the leather on the handle is already shredding ($ 525). I just happened to be in the Americana and thought I would go in to the Tory Burch store and ask them what do they know about getting my bag fixed, if it is at all possible. I had no expectations of getting help at all with this, I figured I’m just an abuser.
(I have issues with other designers not giving a shit if their merchandise falls apart [*Cough* burberry you suck])
The helpful sales woman said not a problem you can hand the bag over to us and we will ship it out to get fixed and you can have it back in a month. Yay!
So since I was left bagless, I bought another bag.
*sigh*
But I leave off a star because the revas (I have 3 pairs) literally fall apart before 6 months of use, but I know other girls who seem to keep theirs in good shape, so who knows might just be me.

I love Tory Burch and I love this particular store. The employees are so nice and are right there to help with anything.