Tory Burch

Horrible place and service! The décor looks like that of some Irish grandmother’s dining room (thanks to all the pointless plates and the cabbage-​look-​alike china on display) and the associate wore false lashes so obvious and tasteless she’d fit right in at a Forever21. I went there to return an unwanted Christmas present for a gift card to be used later, but the associates claimed that return period is over (despite extended Christmas return policy on their website, and the fact the purse I’m trying to return is still on their regular shelf display) and only gave me the option to either return the amount back to my aunt’s credit card, which I can’t do without her knowing I didn’t like the purse, or buy something else right away. They kept on pushing other products on me (including candles!) and followed me around the store, but having gotten myself a purse and two pairs of shoes there already just before Christmas I really had nothing else to buy in that store. I ended up not exchanging and went to the Tory Burch at Tyson’s Galleria instead, because they had a purse in store I would actually consider exchanging. The associates there looked a lot friendlier and better dressed, and the store actually looks modern, with a bigger clothing selection too. In an odd twist, the associate there promptly exchanged the purse for a gift card, and then put my new purchase on that gift card, which made me realized the people at Georgetown were making up their own return policy all along, possibly so they could get a commission on my purchase. Thinking back it made no sense that a store would rather give back cash than gift credit, so they might just be making up policies for me to make an in-​store purchase! For the price of Tory products I found the Georgetown location’s quality of service intolerable. From now on I’ll go to the Tyson’s Galleria location despite of it being further away.

I won’t be back to this location. This past Sunday I went in armed and ready to purchase boots and flats. Went straight in and looked at flats. Saw what I wanted and looked around for a salesperson but no one was interested in assisting me.
Even as I walked out I told more than one sales lady I was leaving because it was so hard to get help. Both of them gave me a programmed canned «Thanks for coming, see you next time». I mean, could they not hear?
This really hurts because I enjoy the brand. Now, I will just shop department stores, online, or just find something else to enjoy

This is less a review of the product, and more a review of the level of service I received when shopping here. I walked into Tory Burch looking for a Christmas gift for my girlfriend. The store itself is impressive, three rooms of mirrored walls, lots of merchandise, and what seemed like thousands of people milling around looking at all of the purses, shoes, and accessories. Shopping for women is not my forte, so this was pretty intimidating. Swamped in a store of this caliber on a Georgetown weekend, I thought my expedition to find gifts would end prematurely, but one of the staff members, Jacqueline, was there to guide me. Even though the store was busy, she was never rushed with me, and made me feel like I was the most important customer of the week, even though I’m sure she had higher value sales that day. Before offering products based on popularity, she asked me about her style, what she already has in her wardrobe, and what type of item I was looking for. I ended up walking out with a few more items than what I had expected to purchase, but I think that we (and I really mean we, it was a collaborative effort to find the perfect pieces) ended up hitting a home run. If I could go back and do all my holiday shopping for her there, I would. If you’re ever stumped or lost in that store, ask for Jacqueline. She’s a lifesaver.

Have come here a couple of times now and haven’t seen the lack of attention other Unilocalers are talking about.
Came here yesterday on a busy Sunday afternoon. There are three rooms in the store. The shoe room at the back of the store is by far the busiest. Nonetheless, one of the sales associates was very attentive even though she was helping another customer try on a bunch of shoes. She saw that I was looking at a shoe and immediately asked me if I would like a size. She brought out two sizes for me right away and offered my boyfriend and I some champagne. When those two sizes didn’t fit, I asked her for another two sizes in another type of shoe and it took no time at all.
While I didn’t purchase anything (sizing didn’t work out for me if you couldn’t tell), I thought the customer service was very attentive, helpful, and friendly. The sales rep I was working with did a stellar job with multi-​tasking. I will definitely be back!

A friend of mine got treated horribly by sales clerks when followed her around. Racial profiling should not be acceptable. When she complained to management no improvement. Apparently this store is not the place to shop for service or basic decency.

Poorest customer service of any of the TB retail stores I’ve been to in the U.S. and abroad. Just wandered the store seeking to buy a work bag and wallet and all employees seem very disinterested in, well, their job. I should have bought my items while visiting Charlotte — the sales associates at that location are top notch, maybe they can train this crew?

The fact that I am clearly one of several patrons that is writing a negative review about the service here should speak volumes to the management at this location.
I went in today to buy a watch. I walked into the store and there were two workers standing at the front, a male and female. Neither of them said hello, or even glanced at me for that matter. I walked to the tables with the watches and was waiting for one of them to come assist me, as the watches are in a glass case. I was literally the only person at the front of the store, right next to thrm. I really don’t need to be babysat when shopping but I could not try anything on without them. I stood there for over ten minutes and not once did either of them even turn around to look at me. What’s worse, they were very clearly talking badly about either a coworker or a boss, throwing profanities out and saying overall awful things about her.
I don’t know what standards this company hires upon but they need to do some serious damage control. Will be reporting to corporate next.

Great store! The customer service is beyond beyond. I heart Veronica she is the best. She will go the extra mile to find you whatever you want or need. If you want to spoil yourself go to Tory in Georgetown you will not be disappointed

I am huge fan of Tory Burch and own several items and decided to pop in while out shopping the other day. I typically go to the shop in Tyson’s and have never been to the Georgetown store even though I live here and frequent M Street. My one-​star rating is not because of the store or selection, it’s rather beautiful and well done. My low rating is based of the attitude of the staff. I was greeted with condescension and arrogance by every employee. I was followed around like I was going to stuff goods into my shopping bags if they dared turned their backs on me. Also whilst browsing, I was told by a very arrogant man «Let me make this easy on you, everything over HERE, on this wall, is on sale.» while pointing to the small sale section, clearly telling me the rest, in his unsolicited opinion, was out of my league. I live and work in DC’s most expensive neighbourhood and can afford anything in the store that I like, but will never return here and chose to spend my money elsewhere.

I come in here to ask about a defect on a $ 500 wallet that I had only used for a few months and I get told that there is nothing that I can do. Nothing that the store can do for. I even asked for a suggestion of a place that I can get it fixed… nothing… Not even a return for another item? Merchandise credit?!? I had the receipt/​evidence that I had bought it a few months ago on my online acct. Even Coach has a shop they send out your item to fix for a small fee of $ 20 and that usually covers the repair… now that’s good customer service and you should consider that Tory. We’ll see if your handbags have the longevity that other designers have had… I gave 2 stars because this store location is very nice and pretty inside. I think the bad customer service is not anyone’s problem except the company’s. Customer service at your stores are ok and your online department is horrible. Stand by your product!!!

I’ve always had superior customer service when shopping here. They give you several glasses of champagne, wine, and water. I tried on 7 pairs of shoes and the sales rep Krystle did not mind at all, even on a busy Saturday afternoon. They even accepted a final sale for a return since I received it as a gift. I will always go to this location. I can’t say the same for Tyson’s corner. They are pretty rude at Tyson’s. Excellent service with a smile! Can’t go wrong!

I originally purchased flip flops from this location and opted for the mobile receipt. I later decided to return them because they went on sale online. The problem with using the mobile receipt was that when I had to return my purchase, they couldn’t just process the return in the small area behind the curtains in the back corner of the store, but they had to process it in a back room behind a closed door. I didn’t appreciate having to give them my unlocked $ 800 iPhone where they took it into the far back room where I couldn’t see them at all or what they were doing with my phone. While the rest of the return process went smoothly, I still think they should be able to process returns in front of the customer, especially when they have mobile receipts.
If you do go shopping at this location, I highly recommend that you opt for the paper receipt.

I walked into this store with a friend and both were planning on making purchases. Not once were either of us greeted nor asked if we needed any help. In fact, they approached a lady next to us and not even bother to address us. I was so disgusted I walked out of the store and don’t plan on ever stepping into another Tory Burch store again. I am not sure what kind of profiling the sales associates in this store are doing, but every customer should be treated with respect. I hope this is not what Tory Burch stands for and hope they start paying a little more attention to these reviews on Unilocal and start educating their employees in that store.

I made my way over to this location to see if they had the new Fitbit collection. They only had the silicone wristbands, but not the brass ones unfortunately. That was still useful since the silicone wristbands are roughly the same size as the brass wristband, so I got a pretty good idea as to how/​if it would fit. They won’t have the brass selection available until November in case anyone was wondering. I feel bad that I can’t remember the name of the associate that helped me, but he was really helpful and very friendly. Also the entrance to the store is kind of behind a pillar. I saw the sign and window display, but nearly passed the entrance because I thought it was on the other side.

I just came in to return a pair of earrings and was bummed because of it, but Jared turned it around and I ended up switching and getting a pair of shoes instead. My friend came with me and was looking at the bags. Jared took the time to run around to help her decide between the two that she liked. She is very picky about everything being perfect, so she was taking her sweet time. But, Jared was very patient about it all and was so helpful! Amazing customer service! Thank you Jared!

I’ll make this short, because that’s been my experiences at this Tory Burch store.
Every single time I’ve gone in there to try to drop several hundred dollars on a bag or shoes, I get no service at all… all 4 times in the past 8 weeks I have visited (I live in gtown). Barely a greeting at the front door by their staff (usually 2 standing there) and no welcome or assistance offered inside by any of their staff. I don’t understand it. I honestly had this thought that because I wasn’t a 22yr old girl with blond hair blue eyes shopping with my mother that they didn’t offer any assistance.
I just don’t get it.

Super helpful and friendly sales women. I had to return a back because of scratches and they called basically every store in the country until they could find me another bag. So nice!

So I went into this store with my girlfriend. She was looking for a pair of shoes. Even for me, I found the store impressive. They had 3 sets of rooms. Each room showcased different items. They had a purse room, a sunglass room and a shoe room. Who knew you could have a whole room of just bags?
We went to the shoe room, easily the busiest. My girlfriend couldn’t get someone to help her. And she is not a shy person. Sales people were all around but they were busy with other customers. She approached 3 and all 3 said, I’ll be with you in a minute. Well…10 minutes later, we were heading for the door.
In the last room before the exit, I very nice, very capable and very cool salesgirl named Veronica asked us if we needed anything. I was ready to split, but my GF took her up on the offer, and so glad she did. Veronica was 100% helpful and pleasant. I don’t know the details, but Veronica deftly made a copy of my GF’s credit card and inquired about some shoes at local Tory Burch stores. These shoes were out of stock online I guess. Anyway, Veronica totally delivered and hooked my girlfriend up with a couple of pairs of whatever… Tory Burch shoes I guess.
At first, this place was a total bust and then we found Veronica. She single-​handedly earned much money for the TB enterprise.
GF quote: «This place was a 2 when we got here and a 4 by the time we left»

The store was gorgeous. The displays were so pretty, and each room you walk through is different, and has so much detail in design. I went here with my friend who was looking for some cute flats to work in. She had on their sandals she already owned, as well as a tory bag, yet they treated us like some random people who were wasting their time.
She tried on multiple pairs of shoes, and the service started off ok, but went downhill from there.
We sat for probably half an hour waiting on someone to come back so she could buy her shoes. If she didn’t want them so badly, she was going to buy them somewhere else because the service was so poor and just rude. We both fort of felt just disrespected. Not to mention, while sitting there bored to death and waiting on an employee to appear again, we watched one staff member give some other customers a glass of wine, some water, and even a juice box for their kid. They hadn’t been thee as long, they weren’t any more promising of customers as we were, so it just made a very negative impression to watch them serve other people and act like we weren’t even their. At one point someone even walked up and asked if we had been helped, which my friend told her we were just waiting on the one lady who was helping her with sizes etc to return. Then we waited even longer. There was another customer also there who was trying on some shoes across from us. She also got so tired of waiting for so long for anyone to acknowledge her again that she just sat down the shoes and left.
I really don’t think I’ve ever been treated so poorly in any other retail shop in my entire life. Even if you love Tory Burch, I’d suggest shopping elsewhere, I certainly don’t think it’s any way any customer should be treated.

The store itself is beautifully designed. You will want to crawl up on a sofa in Tory Burch’s Georgetown location and call this place home! Regrettably, that’s not why you’re there… you’re there to do some shopping most likely.
This location sells accessories, purses, wallets and shoes. They do not sell clothing.
I’m motivated to write this review because of my most recent experience. I hope someone in a position to intervene will do so. I am a loyal shopper of all things TB but at this point I will no longer shop the brand.
I bought the Marion Quilted Slouchy Tote in «light oak» (blush) and a wallet as a birthday present for myself. I carried the bag a total of 4 times. On one of those days I was wearing blue jeans (that had been washed several times). The following day I noticed the bag looked horribly stained blue. The corners looked worn and weathered as if I had carried this bag for years. As a proud owner of TB products, I felt this was uncharacteristic of their bags so I took it back to the store immediately. The sales associate who greeted me at the door quickly told me jeans did this to the bag as if she had had this conversation with other dissatisfied shoppers all too frequently. She said she owned the bag as well and knows better than to wear jeans when carrying her Marion Tote. I told the sales associate I was there to return or exchange the bag for a different type of purse that wasn’t so fragile. She explained they would not be able to do that (even though I just bought this bag and had the receipt) but she would have it sent out for cleaning. I’m expected to have the bag back in 2 – 4 weeks and we will just have to wait and see how it looks at that time.
I wrote Tory Burch headquarters an email. No response yet. I also wrote a review of the bag on Tory Burch’s website for other shoppers to be forewarned but I received an email response from the company stating that my review was not approved to be published on their website. That’s a shame.