I never leave reviews, and it pains me to leave this review since I love Tory Burch - I own five pairs of flats, a purse and at least two pairs of earrings. But after the way I was treated at the store last Friday, I feel compelled to say something. I walked into the store at 9:50am, not knowing they weren't open yet. The door was open since they had construction going on. When the sales clerk came out from the back of the store, she said that the store wasn't open yet. I asked her when it would be open and she said 10am. Mind you, it was snowing outside and temperatures were below zero. I asked her if I could wait 10 minutes in the store. She said no, and then made up some excuse about the "girls" not even being here. When I came back 20 minutes later, the same sales clerk that I talked to before is the "girl" that helped me. Nevermind the fact that they couldn't help me with my request, which frankly I understand. It was the customer service that was really offensive when it comes down to it. To make a customer wait outside the store for 10 min is ridiculous. Especially when you pay up to a luxury brand for the customer service. It engenders customer loyalty which I've always felt from and for Tory Burch as a brand. I do not feel that anymore and will be purchasing elsewhere.f read more

This place is quaint and cute and really when I walked in here to get my mom a present the store clerk was truly helpful and cheery-- but that is what may have gotten to me-- please don't be so overly, artificially cheery. That whole "the world is a happy shiny place" gets to me--especially when dropping several hundo on ballet flats. Anyway, I'll be back. Cute place and cute stuff.....Let's just please lose the neurotic happiness juice. read more

I went into there store, was greeted with a cookie and a glass of champagne, they were having a fund raiser. Fell in love with many shoes, got excellent service by Karla Reed! read more

I had a great experience at the Tory Burch store on Walton and will definitely be back. Sometimes, buying a bauble in a store where people call you "darling", and are super sweet is just the thing. It made my day. read more

Nice merchandise, friendly service. Love the new location.

I am very happy with the customer service I received at this location. I went in to this location to try on a pair of tall boots that were on sale and ended up buying them. After wearing them for a couple days there was something bothering me about one of the boots so I went in and they exchanged them no questions asked. And then about a week later when they were marked down even more online I just called the store and they gave me a price adjustment on the original amount I paid. I will definitely be buying more Tory Burch shoes here after my great experience! read more

I was so excited to come here with the gift card I had held onto for 2 months. I didn't want to buy online because I knew I had a little vacation coming up and wanted to walk around with the cute little bag and pretend I was one of the uppity Chicagoans. Let's be honest. I came in knowing exactly what I wanted, although I meandered around as if I had all the money in the world, strolling about and taking my time. The salesperson got my size and I tried it on. Success! Needless to say, I strolled around the city of Chicago like I had just purchased a new Chanel handbag and three pairs of Yves Saint Laurent shoes. (A working girl with an intense relationship with Sallie Mae can dream...) I got home and realized when I opened the box, that the salesperson put the wrong shoe box in the bag. I called the store and they were quick to fix the problem, offering nothing but apologies. I understand things happen, but I was just grateful that they were willing to work with me to get me the correct shoes. I'll definitely be back...after Sallie Mae and I have a heart to heart.... read more

My mom and I ordered a significant amount of merchandise from this Chicago Tory Burch store. We had problems trying to order our items online so we called the nearest store. Unfortunately there were problems with our order!! One of our items wasn't sent to us so I had to call and find out where it was and they never sent it out. Plus they held onto my mom's credit card information when she specifically asked them to destroy it as soon as they were finished with the transaction. Then less than 2 weeks later the sale items we ordered went on sale for additional 30% off. They do not honor this price and said they could not discount our items further. When I said we will return the items to them they said it would be too late for us to get a refund. Apparently they just changed there return policy. I will NEVER shop at this store again. From now on I will buy Tory Burch items from Nordstrom. Horrible customer service too!! read more

I could just move in to this TB location - the shop is gorgeous! The staff is always helpful and courteous - great customer service goes a long way!!! read more

Horrible customer service! Last week I was in the Tory Burch Chicago store and purchased a pair of black patent leather flats. It was a quick trip since I was on my lunch break from work. I tried the pair of shoes on and was on my way within 20 minutes. I wore my shoes the next day for about an hour which included walking outside my house as I was watching my daughter play outside. It became clear that I purchased the wrong size and decided I needed to exchange them for a bigger size. I went to the store today and was told I would not be able to make an exchange. I am still shocked and horrified that I can't make an exchange- I don't even want my money back- I just want the correct size. The shoes are in very good condition- near perfect- and had I thought to wipe off the bottom with a wet rag the woman who helped me would have never known I wore them. But I was honest and told her I had worn them for an hour or so and happened to walk outside to watch my toddler. She communicated I could not return them or exchange them and my option was to have them stretched. I found it odd that she immediately referred me to having them professionally stretched - in fact, it only leads me to believe they have to do this often to get around this severe policy. I find that a pathetic way to placate your customers. She told me that was my only option and that exchanging the shoes for the right size would not be permissible. Leaving the store I felt enraged. I was given the card of the store manager, Stephanie Wild. It was almost as if the woman who helped me knew it was an unbelievable policy and didn't agree with it herself but didn't know what else to say and so gave me the card. I called the store manager on my cell immediately. Stephanie told me that the policy is not to accept exchanges when the merchandise has been worn. I have never encountered a store with such a rigid policy and ALL of the stores I frequent would take these shoes back for an exchange. I am not even trying to get my money back- I want to make an EXCHANGE. And I must stress to you the condition of these shoes. They are in prime selling condition. I BARELY wore them. Stephanie went on to tell me that the policy is in place to protect Tory Burch customers. Um, Stephanie, I am your customer and you are not protecting me! Not only that, but with the economy as it is, you should be thankful I am a customer at all. Also, I noticed you sell shoes for kids. As a mom, I can assure you kids don't always make the right decision about shoe sizes when they are shopping. I can only assume you have had difficulty trying to enforce this policy with children customers in the mix. read more

I was in there a few weekends ago with my mom and aunt. Again, customer service was pretentios. Buying my TB's at Nordstrom.

I've had good and strange experiences here. I love the brand and do tons of online shopping. Usually when I go in I have no trouble with the sales staff. Most recently this woman said that she couldn't do a return on a damaged item, then her mannerisms where annoyed that I wanted to find something at a comparable price point. I think maybe she was new and didn't know her way around. It was just weird because usually they are so helpful. read more

The new space is fantastic! It's more spacious and I love the layout! I got a great pair of boots there that I wear everyday!

I wore my flats for 3 months and ended up with a hole in the soles of my shoes. Now when you spend $230 on a pair of ballet flats you do not expect to get a hole in the bottom of the shoes. I walked into the store and I was told if they could fix them it would cost me $30 and if they couldn't fix them I would receive 20% off a new pair. Really, I wore the shoes for 3 months and you will give me 20% off a new pair? Gee thanks! They ended up sending the shoes to New York for repairs and were able to fix them. Which I was happy about and they ended up not charging me. :). However, when I went back to pick up my shoes the sales lady was very snoty to me and my shoes did not look good. There was glue all over them. I would expect a higher end store would clean up my shoes and return them to me in presentable condition. Overall I've now had two bad experiences at this store and will only purchase Tory burch from Nordstroms where you receive exceptional customer service and they do not get treat you like you are not good enough to shop there! read more

NOT HIGH CLASS Service for pricey shoes! I LOVE Tory Burch shoes - but PLEASE do not buy from this location!! The sales people are so rude - I mean seriously I have never seen such a poorly managed staff in all my life. I have several pairs of TB shoes and I will never buy directly from Tory Burch again in my life. I bought a pair of over $200 sandals. First they were out of my size - then they took my info and said they would call me if they found them. I never got a call but I got a charge on my credit card and a 15$ shipping fee. So thinking this was rude to not call me to let me know they found them or let me know I would be charged for shipping - I called them. They were not apologetic - until my husband wrote a letter to corporate and then the refunded the shipping. They do not want to help you at all - or answer you questions. After I finally received the shoes - they hurt my feet so bad. I brought them back in thinking they would let me exchange them for something that fit well. OH NO - they really could care less that I had cut all over from wear them once. The rudely said they could send them away to be "stretched" but that was it. Then they snatched my shoes and gave me no receipt and were very rude in the whole process! Once they came back in they didn't call me but I had to call and check up every few days. Then the manager threw a nondescript white grocery bag at me and said no words when I came back to get them. So I tried them on in the store and they were huge - I asked her what they did to them and she said in an annoyed tone "they stretched them! isn't that what you wanted??". Oh my god! So rude. I left furious! I know Bloomy's does not carry these shoes - but Nordstrom does on Michigan and I think Barneys might as well. Seriously - buy them else where - where you know you will be taken care of as a VALUED CUSTOMER! Not as someone who is interrupting "gossip time" at the Tory Burch store. read more

My experience at this store was a good one. Except for the gum chewing but more on that later. I met with a tall redhead named Erika that was very professional and very smart. She smiled at me and welcomed me to the store. I told her that I was in a hurry and I needed an outfit fast! Since I am quite tall ( 5ft.10in.) it is often hard for me to find pants that are long enough. She told me that they make all of their pants long. She was telling the truth! All of the pants I tried were long enough. I did think it was a little odd that a store that is this nice (read NOT Victoria's Secrete) had the walkie system hooked up to all of the sales clerks. I thought this was kinda tacky. I would have ignored it but it was kind of distracting when the girl Erika was helping me, she would have to use it and answer it kinda alot during my 1/2 hour visit. I ended up buying a pair of jeans and then we went to the shoes, which was a complete disaster. The way they have it set up, is so crammed that I would rather get shoes at Macy's! I quickly changed my mind. I told her that if they happen to have a pair of black $50 flip flops in a size 10 that would be great. She was able to get them for me, but I noticed this other girl chewing gum. I thought she was a customer, but when I asked my sales clerk she said that it was Amy the store manager. I was floored. A store manager of a ritzy place like Tory Burch chomping on gum? I would have gave this place 5 stars but because their store manager chomping her gum, I had to take it down a star. But I will go back to see my fellow tall girl, Erika. read more