Tory Burch

Excellent experience provided by Daniel and Jeanelle. This particular location gets so busy, and the day I came in was no different, yet I was given first class customer service and was helped by the warm and friendly Daniel and Jeanelle! They helped me to decide on the items I was purchasing even though I kept changing my mind about what products I wanted. They knew I was purchasing gifts and went the extra mile to offer me individual bags for each gift I was getting so that I didn’t have to wrap them myself. They both also asked me if I needed anything else. I know that there are a lot of negative reviews about the customer service at this location, but if you are looking for a great customer experience, go see Daniel and Jeanelle!

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.

Excellent customer service. Was greeted with a smile immediately upon entering store and offered a cold bottle of water. Very helpful too.

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.

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.

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!

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.

I prefer coming to this Tory Burch location as I had an awful experience with the other location. As I walked in, I was greeted and being helped right away. She also picked what looked good between the two purchases I was debating on. Wonderful service and very organized!

Went to exchange my shoes for a different size. First time at this location. As soon as I walked in I was shocked! The entire store looked like a pigsty! The floors were absolutely disgusting– crumbs, tissues, dust bunnies, candy, holes, food, and more were everywhere! The employees seemed a little out of it as well-​not helping customers, always in the back hanging out. Will not return!

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.

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.

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 :)

Much better than Banana Republic and J Crew

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.

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.

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 décor. I can plan out what rooms in the store LOL, I know silly me. But I can only dream right…

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 :)

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.

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.

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.