1 Jan, 2018 → by ClaimboUser768877
Staff kept lying and also covering their mistakes and poor customer service

1

This is the first and last time I'm going to purchase in Tory Burch, they insist all bags maintenance are by Hong Kong Tory Burch (which is where i purchase the bag), but they had no idea the repairmen went holiday (as a big company this internal mistake would not appear). The first time they called me for the price for repairing, I requested to make the strap shorter, they claimed they would give me a phone call which i waited for 2 weeks and still had no reply. So i called back and ask them and they ask to wait again, so I waited for 3 weeks and called back. By this time they said actually the repairmen went on holiday and still have not fix the strap yet, they need another 4-6 weeks to fix the strap because the bag (ROBINSON DOUBLE-ZIP TOTE) is not selling anymore, so they have to find similar metal parts of the bag in other places Sham Shui Po, hk which is a cheap area. First, not informing me that the repairmen went on holiday and gave me no reply is the thing you don't do. Secondly, I am quite sure if it is a repairmen by Tory Burch, they would have to give the company early notice that they have offs. So I do think the staff lied about their own branded repairmen, if not there would not appear such internal mistake. Thirdly, when i asked for my strap back as I have to leave the country soon, if it is possible to ask the repairmen to send the strap to my address since it is their mistake not informing me earlier, they said no, you ask your family to take it for you, this is not our problem. Lastly, he lied that Tory Burch does not sell the bag anymore anywhere. Here is the Tory Burch EU website of the same bag with different colour. So he definitely lied. https://www.toryburch.eu/robinson-double-zip-tote/11149674.html I do hope this complaint form will not be ignored as this is a big company, I had so much hope as i saw online customer reviews for the company is good that is the main reason i purchase from TB. Staff information: Ryan Leung store located: Tsim Sha Tsui staff number: 30078
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