I had a very disappointing experience at the Tory Burch location at Stanford Shopping Center. Before driving 45 minutes to the store, I called ahead to confirm my size was available. I was told that it was. When I arrived, the associate even acknowledged that I was there to exchange my shoes for a different size. However, without clearly confirming inventory first, my original purchase was processed as a return. After completing the return, I was then told they did not have my size in stock -- not even available to order online. At that point, I was informed that my shoes had already been refunded, so I had to repurchase them and process the transaction all over again. This entire situation could have been avoided with proper communication and inventory verification before initiating the return. To make matters worse, the dust bag that originally came with my shoes was not returned to me. It was kept during the transaction and never placed back with my purchase. Driving 45 minutes based on confirmed availability, only to experience this level of miscommunication and service, was extremely frustrating, especially from a brand positioned as a luxury retailer. I expected a much higher level of professionalism and attention to detail. read more

Bought a purse here a couple of months ago. I'd say the workers are friendly enough but they don't go out of their way to provide excellent service. They will help if you ask for it. I knew what I wanted and got my purse. read more

I had two separate issues at this store. They won't help at all if you encounter any issues with your product outside of the return policy date. Even if it's defective. I won't be purchasing TB in the future. read more

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. read more

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. read more

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. read more

Wow I get better service here than I do Chanel! Snow was great! I purchased 2 pairs of flats and Snow went over and beyond to make sure my shopping needs were made. If you are shopping for anything ask for Snow ! During my visit I was offered bottled water and a few Tory Burch masks. Talk about score! This shopping experience definitely made my day. I'll be sure to make sure To ask for Snow for all my Tory Burch needs. read more

Friendly service always got quality items too love their shoes wallets and belts . Check out their bracelets it goes to a good cause

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. read more

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. read more

Thanks Mo for picking up my sky blue Robinson collection purse for me so I'd have it on Friday. I don't agree that your "look" determines the level of service. Came in wearing scrubs (I'm sexy and I know it), but still got great service. read more

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!!! read more

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! read more

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. read more

The Branding of the Tory Burch logo is prominent and timeless. Love the cardigans of cashmere that swim on my shoulders! Buy it all!! read more

Tory Burch - Tory Burch - Women's Clothing Near Me - Palo Alto, California

See all

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! read more

Today I came to Tory Burch during the week, it is busy but I got a good service from one of the chinese girl. I am pleased I do not have to wait for the girl to get my size nor pay for it. It usually takes long time. I wish it is always like this. I did not get the name of the Chinese Girl but she is new. I love Tory Burch but coming to store is diffiecut and I have been shopping online only. However, store shopping is a better experience and I wish it is always like this with no waiting and no lines !!!! read more

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. read more

They take really good care of you! I forgot a pair of heels that I bought for my wife at another shop in the mall. They were super nice, took care of getting it from the shop and mailing them to me. Great customer service! read more

the store is soo pretty! The items are soo pretty! Please work on your customer service. I used to work at a luxury brand and i am a full believer in customer service and relations. Came into the store with my sister and my mom. My sister already knew what she wanted and proceeded to the back of the store to get 2 new pair of flats. My mom and I looked around for like 5 minutes until we were also in the back of the store with shoes in our hand waiting for someone to assist us. The store seemed a bit busy, so we waited a little bit sitting on the couch with purchases at hand. Nobody helped us, we attempted to flag some associates down, one stopped but asked us to wait a bit and she'll be right back.....she never did. We finally flagged another girl down and tried on our shoes. There were guys sitting in front of us just sitting also and they were offered water and soda, and US purchasing customers were not offered anything and the guys left with their wives/family with not a penny spent. Sales associates focus on customers that are actually buying stuff! Came in again to check out, the new season. The store was empty and no one even acknowledged that i was there. read more

This review is solely for the spectacular customer service I received from Auris (and I'm sorry, I probably destroyed the spelling of your name). I have always found the customer service at tb to be extremely lacking in the many locations I've frequented. I was extremely upset after a terrible experience at valley fair today, so my mom and I decided to head to Stanford...and boy, am I glad we did!! Reasons you need to shop at Stanford Tory burch (specifically with Auris [someone please correct my spelling!]): 1. She is patient. When I called to inquire of the location of tb, she kindly informed me that the closest parking was at CPK. Then, when I called back to confirm whether the valley fair SA put my shoes on hold, she went through the inventory to confirm that the shoes were not on hold, and she took my request down. 2. She has great taste. When I asked her to pull a few extra shoes for my mom, she pulled pairs that my mom had been eyeing. Also, she was wearing the cutest tb dress I've ever seen. 3. She is attentive and friendly. When I introduced myself to her, she quickly went to grab about 6-8 boxes of shoes that she had set aside for us. She was patient and attentive to our requests, and there was nothing pretentious or fake about her demeanor. She seemed like she genuinely wanted a good fit for us. 4. She is efficient. I. Freaking. Hate. Waiting. Not here!!! Shoes were rapidly pulled out and cleaned up. Even the transaction went through quickly. 5. Idk why valley fair wants to charge on shipping for sale items (boo!!), but Stanford doesn't. So, score for us! Free shipping bc Auris found a pair of shoes my mom fell in love with (although they didn't have her size), and she offered to ship it to my moms house. I truly hope everyone who's had a bad experience with tb customer service comes back here. Request for Auris by name, just like I did, if you don't see her. You won't be disappointed :) read more

This Tory Burch location is fantastic... if after the sales people have judged you and deemed you worthy of being in their store. To do so? It helps to bring a mom or wear fabulous shoes to put you on the good side. Essentially you need to make your presence known and perferably for the sake of everyone else, please avoid the obnoxious loud-mouthed way. Thanks. Case in point, when I wore my expensive TOMS, it was automatic conversation starter and the service attitude I got was all about pleasing the customer. I felt special and for every female shopper, this is a guaranteed way to make your customer purchase something. Meanwhile on several occasions when I have been there, other shoppers sometimes didn't get an acknowledgement until much later. Not-so-good... Louboutins, Chanels, and Jimmy Choos just don't belong on a school yard (sadly). Tory Burches, on the otherhand, are amazing while alternating wearing Vans, Converses, and TOMS. That being said, TB shoes are fashionable, comfortable and a staple of a teacher's shoe collection. The flats especially are comfortable, leather-soled, and practical for a day teaching in the classroom or even walking on the blacktops in a school yard. Did I say they were comfortable already? :p I recently picked up their Caroline black+ ivory striped flats and can't love it anymore than I already do. They are complimentary to anyone's feet, regardless of if you have skinny, wide, big, or small sized-feet. And while it might not be "cheap" in a teacher's budget, the price tag is certainly worth it and for their Stanford regular clientele, this dent in the wallet is incomparable to how much you will love the shoes and their other products! read more

LOVE.LOVE.LOVE. The store is a bit small but it has everything one needs - Handbags, shoes and clothes. Friendly Staff. I'll def. come back once I build back up my saving. read more

I made my first Tory Burch purchase on a pair of classic, cat eye framed black sunnies several months ago. I was extremely bummed when I noted several deep scratches on my left lens. I realized that at some point, I must have put them in my purse or in the glove compartment in my car without the case it should have been in. I was mad at myself since these glasses were still new. Aside from that, I hardly spend money on my sunnies. Wasn't sure what to do, so I called two different local optical departments asking if I can bring in my glasses and purchase new lens. I was told from both that they don't do that kind of service. I then called the palo alto tory burch store directly. I spoke with Amanda Arnal, who advised me that I couldn't pay for them to fix it-something they don't do. She told me that in most instances if it is a manufacturer's defect in which case this was not, they would gladly exchange them. She told me she would see what she what she could do anyway and call me back. I was shocked when she called me back and told me that regardless of a manufacturer's defect or not, they would gladly replace/exchange them for free. I was completely taken by surprise with this news as I wasn't expecting this at all. She even emailed me pictures of sunglasses to see which exactly matched the cat eye frame's that I had. She emailed a shipping label in which I shipped mine back right away and in less than a week I received another pair. I still couldn't believe it! Thank you, Amanda Arnal for your exceptional customer service. You were super sweet over the phone and via email. Even if I didnt get a new pair of sunnies, you still took the time out to look into this and get back to me right away. I'm definitely coming back for a future purchase, and I think this time it will be a handbag :) read more

Tory Burch - With my sis on a sunny day Happy with my tory burch cat eye sunnies. Yay! (Tory frames on right side) - Women's Clothing Near Me - Palo Alto, California

I was there Yesterday- I wanted to get a new pair of Sandals. Got in- not even one Lady greeted me. No one asked me If I need a different style of sandals, a matching pair, etc. The Ladies, never care about me. They were not busy but I was probably a person they did not care about giving a good customer service. I have the Latino Look- as my point of View, They were racist. Hard to believe- Racism- @Stanford? I experienced it. So sad- I was going to buy a pair of shoes, :( I will not return to this Store- At the end, I decided not to spend $$$ and walked away- The Worst customer service. read more

I got awesome service from this place. The Associates don't push you. In fact they give you shopping roaming room which I like. I didn't buy anything here. Different seasons of the year changes a lot with Tory. I wasn't too impressed with the selections that I saw. Not liking the huge dark colors. I know that fall and winter season for retail is just around the corner, that is why I didn't buy anything. Yes this is location is small. But like other locations, I wish I can just live in there. I'm in love of the decor. I can plan out what rooms in the store LOL, I know silly me. But I can only dream right!!!. read more

Went here today and purchased the adorable Eddie Bow Ballet Flat. Store was small but things were organized nicely. The Sales Associate that was helping me was pretty friendly. read more

Tory Burch - Women's Clothing Near Me - Palo Alto, California

Great decor! Bright colors and ligting! Amazing customer service. Had a great exprecience with a sales assocate Emily, who was able to rush a delivery for me in time for my vacation. I will definitely go back to see Emily. read more

SO I normally don't write yelp reviews, but I had to write this one... I went to the Palo Alto Tory Burch for the first time today, and I have to say it was FANTASTIC! The store was gorgeous (just like the SF store) and they had a great selection of shoes, clothing, handbags, and accessories. I was shopping with my mom for her birthday. The manager (dressed in a gorgeous Tory Burch dress) helped us and she was so wonderful and made my mom's birthday fabulous. She helped my mom find a beautiful cardigan that she absolutely loved! Also she's ordering my mom the leopard shoes she wants. I really appreaciated the excellent customer service and the professional employee that embodies what Tory Burch is all about. You made my mom feel special on her day...and that means a lot! Thank you so much & we will be back soon for Christmas shopping...!! read more

What a disappointment. I really tried to give this TB location a chance, thinking I just caught it at a bad time. After visiting 3x, I'm just not going back. It's literally comical to watch the associates (just stick around for a few minutes to see this happen) as customers walk in, they give them the once-over, and either decide to address them or walk away with disinterest. Today one of the associates didn't even bother getting up from the couch - she just sat there texting with occasional glances to customers. Fantastic. Glad you could help. read more

If I there's a choice of negative 1 I would put this store to a -1!!! Don't get me wrong the product is nice and the quality is very good. I got my first pair of Tory burch and my fiancé paid a lot to support there product. The only complain I have was... My fiancé came in on Christmas Eve to get the shoes and he did this after work, he was on his work clothes and when he came in to get the shoes, no one acknowledge him, there more than 3 employees that are available to help him, they plain ignored him! He tried talking to one of the reps and he just ignored my fiancé. Another lady came in after him, they 2 employees acknowledged them and they were even offered some water while waiting. My fiancé kept his cool down and when he found the shoes he was looking for, a girl ask if he needed help, after 30 minutes being at the store. He ask if they have the size, she went in the back to check and a guy came out to bring the shoes out, two different employees just very unprofessional. He got shoes out and when my fiancé wanted to see the shoes, the sales rep didn't want to let go of the shoes for my fiancé to even check. My fiancé lost his patience and just decided to go ahead and wrap it and he will buy it. I am beyond surprise how this employees treated my fiancé and they made him like he doesn't have money or can afford anything. Far beyond discrimination. I will continue to support the product but I think the company needs to train there employee, how to treat customers right. Do not judge by how they dress or looked. read more

Loved coming to the Stanford store over the past 5 years but it's time for a break up..it's not you, it's me.. = ) The Stanford store has had a reputation of snooty sales staff. I've experienced this a few times myself. However, the past 2 years, their customer service had improved until you meet one dummy salesperson that ruined it for me. I brought in a pair of leather Tory sandals that had the thong break on me to see if the they can fix the snap or if the store partnered with any local cobblers in the Palo Alto area. Over the year that I've had these sandals, I've worn it a handful of times during the Summer. Those sandals are the real deal purchased from the Stanford store and not China copies. It's the first time I've had any TB item requiring repair. One of the gals who I haven't seen before attempted to help me. I told her the issue with my sandals and asked if they can do the repair. Her response was this, 'It's probably time for a new pair since they're already year old and if we do send it out for you, it's no different than you going to a shoe cobbler.' So here's my translation,'Our sandals only have a life span of about a year before they break on you. You should buy a replacement pair. Yes, spend another $185. for a year and I'll see you again around the same time next year. I can't and won't help you so find your own shoe repair person.' To say that Tory Burch's quality only lasts about a year is a punch in the face by an obviously dummy employee. I get it, she wanted to make a sale but she is compromising the integrity of the company. IMO, Tory Burch items are not poorly made. I have TB clothing and boots that have gone to hell and back with me and have kept its shape. My poor sandals happened to be a fluke and all I wanted was to get the thong repaired. $40 repaired the broken thong on the right side and they reinforced the left side from The Village Cobbler in Palo Alto. Great job in repairing and saved me $145. in getting a new pair replaced as the dummy saleslady suggested. I know, it's not the store, it's the dummy. They don't have the brightest star working in that particular store. I'd rather shop for TB stuff at Neiman's now. read more

So, it's a great location and shopping center, but this store sux! It's pretty small for one, but if the customer service was up to par, I could've disregarded that. There were three sales associates. Two women and one guy. The guy named Richard was working towards the front entrance area. He greeted me and seemed nice enough, but he lacked professional customer service skills. He didn't make an attempt to ask me if there was anything I needed help with or anything in particular I was looking for. He just kinda stands there and eyeballs you until you ask him something. I felt an uncomfortable, impersonal vibe from all the sales associates. The women working there couldn't care less about my presence and made no attempt to greet me or ask me if I needed any help with anything. Eventually, I approached Richard with some questions I had regarding a certain purse I've been interested in. He gave me very brief answers. He just didn't care and he came across as unknowledgeable about their products because he wouldn't elaborate on his answers. I also brought in a wallet I had purchased from the Tory Burch website a couple years ago because the part that holds the coins completely came apart and also, the logo on the front of the wallet was tarnished. I asked him if if there was any way they can repair it. He just very casually brushed it off and made it seem like it wasn't a big deal because it wasn't a recent purchase, so they couldn't fix it. It came across to me that they don't really care to go above and beyond to accommodate your wishes or needs. He didn't even at least say anything like 'I'm sorry that happened...' as if it didn't surprise him at all and that was a normal and usual thing to happen to Tory Burch items which I know for a fact isn't. This particular location just lacks customer service skills and etiquette and that's unfortunate because these are the people who are representing a major fashion icon. If you aren't a friendly person or someone who really isn't interested in this company and you don't know all there is to know about it to help out the customers in any way that is necessary, then I'm sorry but, you shouldn't be working for Tory Burch. read more

Kudos to Natalie :) She is very helpful and nice. I highly recommend her !!!She even took a picture of the actual bag I liked ,and sent it to my phone. Too many colors to choose from , and I can't make up my mind. I wish all the SA as good customer service as her. read more

Gf and I were curious to see if we'd like something at Tory Burch for her, owning her very first item. We looked around and we were greeted by Ashley Garcia. She helped us explain on items we asked about: sunglasses, watches and perfume. Finally we set our eyes on a pair for Blue Piscine sunglasses, but they only had one in stock, their display version. We offered to see if we can order it front their site, to no avail. Then she went to the back and checked other store inventories, and was able to order it thru an SF location. She took down my order and it'll be shipped for free at home. While we waited, she offered us some refreshments and gave her contact info for any further assistance/inquiries. Thanks Ashley and Tory Burch for the pleasant experience! read more

This particular Tory Burch location is always clean, beautifully decorated, and packed with awesome products. The size of the store runs on the smaller to medium size, I have definitely visited larger Tory Burch spaces, but it's cozy and I love it. I walked in, it was not crowded, in fact there were only a handful of people, which seemed slow for a Saturday. I got one hello from a friendly female associate, as the other 3 employees ignored me completely...they were busy staring off into space as they stood in their respective departments. I went in, determined to buy the tote I had been eyeing for months, but I found myself leaving within 2 minutes because I was uncomfortable, I did ask the friendly associate if my bag was available before I left, it was not. Two of the associates were chatting with each other and giving looks to the customers that were there, not a good way to boost sales. It's ironic that some of the most pretentious people, in the vastly wealthy area of Palo Alto, can be found working in this retail store. I'm not saying it applies to all associates in this store, but I would say that in the past 6 months, I have visited this particular location 6 times, and found this experience to be recurring. read more

This store needs help with customer service. Three associates were standing and talking when I walked into the store. There were no other customers in the front. No one smiled nor did they ask me if they could help me. I appreciate good customer service , a warm welcome goes a long way. I was really looking forward to shopping here and now I will never go back. read more

Tory Burch is a great place to find a gift for a loved lady or for a lady to love herself with a gift. The staff at this location is friendly, even when you dare to enter wearing sweat pants and flip flops. They are always ready to help you in any way and locate an item that is not in stock. There is a standard selection at this location, inching toward the slim side. I often buy bracelets or earrings here as gifts and always get a happy reaction from the recipient. I will continue to shop here regularly. read more

Went back in to Tory today to pick up a pair of Revas from Ranier. Customer service was SUPERB as usual :) When at Valley Fair, you must stop and shop at Tory...it is a shopping experience like no other. read more

I love the assistant manager here, I followed her from the SJ store, Jillian is always happy to see me, knows what I like, what size I am and emails me when stuff goes on sale or there is a promo or something else going on. I love TB, her clothes are stylish but not over the top and being 5'11" and a size 14 I can actually wear this designer! Now if only they'd make size 12 shoes.... read more