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October 2023 by Mr. A.
Terrible service:I drove a half hour to drop off an online return for a "fast and easy" process. The first employee I spoke with told me that she couldn't accept the return because their printer was broken. I suggested that she generate the label so that I could take a picture of it for my records, and she could print the label when the printer is fixed. The manager heard the conversation and came over to tell me that his store no longer accepts online returns. I pointed out that the receipt states that in-store returns are acceptable. He stood firm in his assertion that his store no longer accepts online returns. I mentioned that it was odd that the other employee claimed that the printer was broken. He shrugged it off.
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September 2023 by sim k.
Came in for an exchange, Andrew assisted me through the process. I was in a bit of a rush, but he was very understanding and professional. Thank you!
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August 2023 by Christina K.
I went to Stanford Shopping Center a week ago, where a friend of mine asked if I wanted to go in Tory Burch -and I ADAMANTLY said no.I wish Zero stars was an option for this store.Before covid even happened, I went into the store with my sister after we worked out. We wore all black attire (typical exercise clothes of ours) and walked into the store as we would any other store. We were friendly with staff as we were looking at shoes, and took a photo of one I was interested in, but wanted to sleep on it whether I wanted to buy them or not. We spoke to a salesperson as we looked at the shoe and had a little bit of small talk. We put the shoe back where we found it, but as we were walking out of the store we were FOLLOWED BY TWO GUARDS. Was it the non-coiffed/ not-so-perfect hair (how should our hair look after a workout? We were wearing ponytails), the black clothes, our Southern European features that led Tory Burch to call guards to follow us outdoors? I have no idea. As we were walking out, I had no problem saying aloud "I don't know why guards are behind us," to make it apparent to the staff there we have NEVER had this happen to us anywhere else -Coach, Neiman Marcus, Burberry, Balenciaga, LV (the list goes on) in the USA and Europe. I found it so appalling I've never bought anything "Tory Burch" again. I'm content with that decision, and taking my friends elsewhere to go shopping where they receive positive customer service and lead us to be long lasting customers. If you want good customer service and a positive shopping experience, there are so many other brands that can provide that for people besides this inferior place.
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July 2023 by Jenny L
I was treated very rude today. Me and my mom were standing in line under the sun (100 degrees) to wait to enter the store. The associates kept telling us they just need a few minutes to let us in. We have been waiting and waiting. When it’s our turn, the lady just told us they are at full capacity and they care closing. We will have to leave. I totally understand that they were short staffed or they were closing, but I would really appreciate that they can tell us at the beginning instead of just telling us to wait. But when I complained it to another lady, she said do you want to come in and take a look? So it looked like they can let the last customer in. This is the second time I was treated poorly by tory burch associates. I would never come back.
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July 2023 by Dharma M
Nice store and the worker us very friendly.
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July 2023 by Jenny Luo
I was treated very rude today. Me and my mom were standing in line under the sun (100 degrees) to wait to enter the store. The associates kept telling us they just need a few minutes to let us in. We have been waiting and waiting. When it’s our turn, the lady just told us they are at full capacity and they care closing. We will have to leave. I totally understand that they were short staffed or they were closing, but I would really appreciate that they can tell us at the beginning instead of just telling us to wait. But when I complained it to another lady, she said do you want to come in and take a look? So it looked like they can let the last customer in. This is the second time I was treated poorly by tory burch associates. I would never come back.
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March 2023 by MH H.
My husband and I visited last weekend and were beyond impressed with our sales rep., Leticia. She asked all the right questions and genuinely showed interest in assisting us. I wasn't looking for anything in particular and ended up purchasing a tote and earrings. I normally shop Tory Burch at Nordstrom's, however, my experience at your location changed my mind. Thank you Leticia for making our purchase a delight.
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February 2023 by Tui P.
Had a return that was taking longer than usual to receive the refund on, due to the way I purchased it, so Mario from the Palo Alto location was really helpful in helping me figure it out. Took a day or two to finally get it settled, but he took all the headache. Just kept me updated on what's going on Via email or phone call. Really appreciate him. Will most definitely continue to be a customer with them.
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December 2022 by Michael T.
No hello, or how are you, instead we were totally ignored like they don't see us. I also don't see any other customer in the store. The 2 young ladies working there absolutely just minded their own business.
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May 2022 by MaryJane Q.
I had to do a return, 1st time, Mario was so helpful with the process...he also explained a more efficient way of returns/credit for the future...very kind!!!
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April 2022 by Kimberly Gattey
Clean, well laid out, beautiful merchandise
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March 2022 by Trace N.
Unprofessional staff. Highly recommend the management to focus on staff training, especially on educating sale staff not to comment negatively behind customers' back while other customers were still in store. If they find that its " waste of time" to help out customers who at the end does not make any purchases, please don't be a sale person, or should evaluate your sale skills. Bad way to represent in Tory Burch. I am not the victim. But very uncomfortable to be there while listening the staff chatting about customers. I Wont return to the store.
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February 2022 by Evelyn K.
Staff is friendly but loyal to first vf branch . I came in looking for a job and recommend shoes to a potential customer . Got a chance to meet Joyce and Allie but sadly the interview process wasn't successful but grateful for the opportunity to interview die this company . Love the layout of the store . Even though smaller than vf a lot of stuff packed in a smaller retail space
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February 2022 by Cathy T.
Mario, you are the BEST!!! I found an item online that I fell in love with. Unfortunately, it was no longer available. I called the nearest Tory Burch store and was told they no longer offer in-store shipping due to COVID. Anyhow, they didn't even have the item in stock. I decided to call other stores to check availability. I called the TB in LA, no answer, then disconnected. Then, I called the TB store in Palo Alto because it shows stock available online. I called and spoke to Mario. He said they still offer in-store shipping. However, they are not accepting credit card payments over the phone. I would have to purchase a gift card to place my order. He walked me through the process. Mario was patient over the phone and stayed with me until my order was completed. Not even 10 minutes later, I received my receipt via email and the UPS tracking information. That's amazing service that you don't get these days. Thank you, Mario, for going above and beyond.
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January 2021 by Steph G.
Wonderful staff, came here to purchase a beautiful tote bag for sister as a gift for her birthday. The women who helped me was extremely kind. She offered me a place to sit as she rung up my item, offered me water, and even offered to adjust the room temperature to my liking. Definitely will be coming back to purchase a bag of my own!
