I have shopped with Tory Burch online & in store for years. Anyone who knows me, knows that i love anything Tory Burch. My mother in law gifted me a pair of TB sandals for my bday but unfortunately they were too small. I brought them into the fashion square location unworn, in the box, and with the receipt. Upon walking in, there were 3 other shoppers and no workers. All of the employees were in the back of the house, probably grabbing things for the few ppl that were in store but still... I've never walked into a store of that caliber and NOT been greeted before. Finally a woman comes out and asks if i need anything. I explain that i am here to exchange a sandal for a bigger size. She explains that the pair i had were not a pair that she carried in store. I told her "no big deal, I'll try on a different color". She brings out the shoe and i begin trying on. At this point she's the only sales associate that i have encountered in the store. Out of no where, comes a young girl with an i pad who promptly asks "what's your info?" I looked at her puzzled and asked "do you mean my name?". She said "yes, first and last". I gave her my name but then quickly asked "I'm sorry but what for"? She looked up from iPad seeming annoyed and then told me that she needed my info to locate my purchase history. I explained that the purchase would be under my mother in laws name, explained that the shoe was a gift, and pointed out that i gave the first sales associate the online receipt that came with the purchase. Her only response was "ok" as she walked away. I never spoke to the first sales person again due to the fact that she was in the middle of helping others the rest of the time that i was in the store. I did eventually manage to interrupt her and let her know that i would exchange the same sandal for the color that she had brought me to try on. Again, out of no where comes the sales associate who asked for my info. She walks up to me for the second time (again without introducing herself or telling me that she would be talking over), and says "ok, here is your balance". I was confused and asked why there would be a balance and again with an annoyed look and tone, she explained that the original order online was on sale, but the color i chose in store was not. Normally, i would have been willing to pay the difference and walk out with something i loved BUT... bc this sales experience so was awful, i turned to her and said "never mind then". I then softly explained to her that i was put off by her ingenues mannerisms and that in the future, it would have been nice for her to introduce herself to the guest before bombarding them with the "what's your info" question. She stared at me with frustration, rolled her eyes and said "ooooooookay". My husband was present during this interaction and even he said "wow, they acted like we stole the original pair". I have never experienced such poor customer service at a TB store. I will not be back to this location. The very rude sales associates name was Sierra. read more

I went in today to buy sandals for my mom's upcoming birthday to receive great customer service and one of the sales person was being so rude and didn't offer to help me when I found the right fit. I'm so sorry but I will not be coming back here. My first time there and received bad customer service. read more

Love everything about this place. The bags to the shoes :)) shoes to the accessories. Oh man. Can't go wrong here. I recently got their double zip Robinson bag with a matching wallet. Gasppppp. To die for. And the gold medal clutch as well. gave me two bottle of water and boom. We're done. :) The ladies here are very friendly and helpful. Also kind and patient to my crazy nephew who is a constant monkey grabbing things, jumping on chairs and tables. Lolz. read more

It was great to go into an actual Tory store but I was disappointed by the limited selections. True, they had things that the bigger stores who carry her line don't carry (and that was fantastic) but on the other hand, those other stores carry more choices of her things. Keep that in mind when you go shopping here and you will be fine. read more

This place is horrible. Came in yesterday to buy a birthday present for my daughter (Miller sandals and a small bag). The salespeople were so engrossed in their conversation that I never even got a hello. I stood there and waited and waited and waited.....finally I left. This is not the first time that this has happened and even my younger daughter said to me why do you bother. Went to Nordstrom for the items instead. read more

I came in looking to exchange an item I got as a gift. I did not have a gift receipt, but was initially very disappointed by their return policy (offering way less than what the item sells for on the shelf). I was told to call the customer service number for alternate options, but I reluctantly accepted their offer for an exchange the item. Thankfully they eventually were able to let me exchange the item for full price. read more

1 star is not for the brand or the sweet employees that work there..... it's solely for the current store manager at this location. She walks the walk, talks the talk but as a customer she makes me feel like she doesn't care about customer service but all about her sales numbers. I don't really know how the commission or compensation works for TB but there must be an incentive loss for her if she takes any returns. People don't pay 300-400$ just for the show, it's also for the customer experience and if this store manager lady is going to find some excuse for the refusing returns... I am done... company lost another customer just because lacking courtesy and professionalism. Mostly for the human care. She is such a fake person. Should learn a thing or two from the people that work for her. She is giving orders behind the curtain. Won't even come out herself to have conversations. I feel bad for the personal. Hope they get a new manager soon. She may reply saying 'that's my perception'... I got three words; perception is REALITY read more

Bought the Miller sandals last week! The entire time I was in the store an African American women (sales lady) kept staring at me up and down. Never smiled or acknowledged me and I was the only customer in the store. Jesus walked out from the back and offered helped. I tried the sandals on and they ran small so I got a 9 (usually I'm an 8-8 1/2). I've never needed a wide in any shoe I've bought but these were pretty narrow! Long story short the salesman Jesus tells me they don't have wide in the store but only online. They weren't too bad but I recently found out I was pregnant again and was worried my foot would swell in this AZ heat! I tried the 8 1/2 on and it fit perfect on the top where the logo is but too short in length and width. I tried the 9 on and the 9 was big on the top where the logo is (which worried me because it will stretch with use because it's leather) but pretty perfect for width and length. Jesus asked me to try on a 9 1/2 so I did but it was wayyy to big and didn't sit right on the top where the logo is but fit perfect in width however length had a decent gap which made them look to big. So I purchased and left with the 9's! After deciding not to wear the sandals because I wanted the wider ones and them to fit the way I wanted considering I'm spending $215 for sandals I go to call today to order the wide ones. Christina picks up seemed nice at first but then started getting frustrated with me when I told her Jesus said he could order a wide pair online and have it shipped to me for free. Her whole attitude changed like your typical snooty Scottsdale I'm too good for you demeanor. She asked me what sizes I tried on.... so I told her! She then cuts me off and breathes heavily into the phone asking ok sooooo did you get an 8 1/2 or 9? I said I got a 9! But I need it in wide because if my feet swell I want to have room! She said a 9 1/2 is the same thing has a 9 wide we don't make wide! I said Jesus told me you did but only online and he could do it but I'm calling because I couldn't find that option online. She said nope we don't with her attitude tone. I said well I tried the 9 1/2 on and it was way too big on the top where the logo is but fit perfect for the width! She said well it's the same size in length, etc., etc. I said it seemed a little longer too (which it was) and Christina said well if your pregnant and your foots going to swell don't you want it to be a lot bigger but again in a real snotty tone. YES, I want a little bigger but if I'm spending that much on sandals I want them to look like they fit! She said it's 9 1/2 or what you have we don't have wide! I said you know what I'll just stick with the 9 and she hung up. I'm sorry but to be a high end retailer the service with her sucked! It makes me not even want to swear these sandals! I will never shop at that location if I end up getting another pair! I absolutely love nice things and don't mind spending the money especially when the customer service is on point but she just didn't have it! read more

The worst service! I came in to buy 4 pairs of shoes and a purse. I only bought what I couldn't get at Nordstrom's. This was not the first time that the behavior of the staff was this dismissive to providing a respectable level of customer service to all customers. Bye commission! To the regional managers of this store - start paying attention to the reviews. read more

I didn't realize you had to wear formal attire to receive service in this store. I walked in on a semi-busy Saturday afternoon and was ignored by no less than three sales associates as I lingered in the tiny store, checking out the shoes. One associate cut me off in my tracks as I browsed in her zest to tell another customer they were out of something. Quite honestly, this is the rudest service I have received yet for the few weeks I've been in Phoenix. I was dressed semi-casually but certainly not bummy. Their selection was pretty eh so no loss. read more

My girlfriend and I were visiting the Scottsdale area and decided to go to the Tory Burch store. From the minute we entered, we were treated terribly. If we asked a question or wanted to see an item, they made us feel like we were insignificant and an imposition. It was so bad that we left and swore that we would never return...and we won't!!! read more

Love this location. The staff are always very nice and friendly. I feel bad because sometimes they seem a bit overwhelmed at the mall's busy times, but they bring you soda, water etc to make you comfortable while you wait. There are also nice couches in the back to sit on. This location also has a great selection on full priced new items AND sale items. I feel like they always have unique shoes and purses on sale that I don't find online or in other stores. read more

Worst experience at this store today. I went to buy a pair of boots and already knew what I wanted. The African American middle aged sales lady barely said hi to me when I walked in, and the store was totally empty except for me. I asked her politely to try on the boots in a size 7 and she looked immediately annoyed at me. Super negative energy. She didn't have my size and when I asked if nordstroms down the way might carry these Tory Burch boots she gave me a snarky laugh and said she doesnt shop there. She was so incredibly rude, I went in to this store after a really hard week at work trying to just have a minute to myself and have a positive day, and this lady was so terrible she literally made me feel like crying as I walked out her demeanor was that bad. Lady if you hate your job that much go work somewhere else. Tory Burch management PLEASE do yourselves a favor and get rid of this sales associate - ive seen other comments about her in these reviews. We visit your store to give you business not to get treated like trash. And guess what? You lost about $600 in business today because I rolled on down to Nordstroms after I left your store, found the boots and bought them there instead. read more

I hate to do this but from the looks of a couple other review it seems the store has been having problems like this before... I was looking forward to finally being able to check this place out and I'm use to getting the cold shoulder from the higher end stores cause I'm not always dressed in formal attire but when it happened here I was disappointed, maybe they can learn something from Kate Spade and MK on customer service... I guess I'll just stick to shopping online read more

Unfortunately this store feeds my lust for luxury goods. Every time I make the drive up from Tucson.. I always try to come by. This store is set up like my dream closet! The staff here like many other Tory Burch stores are always on top of it. The customer service is A+. I absolutely hate it when salespeople try to push things on me, but these people never do! In fact they know just the right moment to jump in and help as I'm contemplating a shoe or a shirt. Oh and did I mention they offer little cokes and or water as you shop? read more

I love Tory Burch for their flip flops! Store is very organized and comfortable. Great couches for those who are trying on shoes or waiting on a shopper. Jennifer is very helpful and sent a nice thank you email after my purchases. All staff are friendly and don't have a grumpy stuck up attitude like most stores in Fashion Square Mall. If you are looking for flip flops that will last you awhile and are chic- try the Thora sandals- been a long time favorite of mine! I wear these year-round. I will be back soon.. Perhaps a new purse ! read more

I love this store! My daughter and I went to go return a bag and look for a clutch. The sales ladies were very patient and friendly. Everyone in the store was smiling. They offered us something to drink. 4 times. We were there for an hour and got everything we needed. Def going back! We are very happy customers. Thanks Tory Burch! read more

I love their selection! Everything is to die for, can't never decide on one item. Everything from their shoes, wallets, wristlets, handbags etc and swimming wear selection to die for! Staff is friendly but do love shopping online as well! Specially during their private sales :) read more

Was looking forward to purchasing a few new purses. My husband and I were the only people in the store. Staff never once spoke to us. I inquired about the price on one handbag.. she seemed very put out. After continuing to browse no further help was given.. as much as I wanted to purchase I'll take my business somewhere else. read more

My FAVORITE! I feel complete here! Not to mention the staff is extremely helpful and HONEST! They will stand right with me as long as needed to decide between shoes/handbags. Even when I decide.."not today" ..they don't push. They know you'll be back!! read more

The staff at Tory Burch is amazing. They always remember my name, even if I haven't been in the store in a few months. They have great things for winter, and such cute boots! The quality of the clothing is always top notch. I love their cardigans with the big gold buttons. I wish they carried more cute handbags in the store though. read more

Love this store !! Love shopping here !! I always find something. The associates that work here are so friendly and welcoming !! The customer service was excellent shopping here and bringing something back I will def return !! read more

Really bad customer service, stay away from the asian girl work there, she not friendly and doesnt want to help customer at all, dont waste your money here and get treated like crap. read more

Always excellent customer service! I am beyond indecisive (when it comes to shopping) and pick, but they are always patient and still never neglect other customers... read more

Ok, but I felt like I was bothering the ladies who worked there with my questions. They were busy chatting with each other, so when I asked for help, they seemed inconvenienced, which I thought was strange. I also was made to feel like my questions were stupid ("does the leather in the flats stretch, etc."). All in all beautiful merchandise, but next time I might shop online. read more

I like tory burch and I bought shoes handbag from them online and today I bought a wallet from the store in Scottsdale. Just like usual I don't have a good experience with their customer service, that is the reason why I usually do online shopping with tory burch. I don't know if it's just because me looks very young or I'm Asian, the ppl there don't greet me most time when I go to that store. Today, when I am buying my wallet, the employee seems like just want to finish conversation with me as soon as possible( maybe she think I wasn't going to buy it). After she drop the receipt, without saying bye she just walk away to talk to someone else... I have never had this kinda experience before.... read more

Customer service is extremely disappointing. I ended up arguing over terms and conditions with the employee. Providing 2 stars because they ended up helping me after 15 minutes of back and forth. Love the brand but will only buy from Nordstrom given how poorly they treat customers with returns/exchanges. read more

My daughter wanted a pair of flip flops for her birthday. Went into store to purchase. Staff was ok until time to pay. Sales person took both my card and daughters. She ran cards and we both got notification on our phones of transaction. Then she says her iPad went down and they need to rerun. After discussing with her that it did she reran our cards. Now 5 days later I still have a pending transactions and my daughters debit card is still pending. Not acceptable. read more