Last week I was in the Tory Burch Chicago store and purchased a pair of black patent leather flats.I wore my shoes the next day for about an hour which included walking outside my house as I was watching my daughter play outside. It became clear that I purchased the wrong size and decided I needed to exchange them for a bigger size. I went to the store today and was told I would not be able to make an exchange. I am still shocked and horrified that I can?t make an exchange- I don?t even want my money back- I just want the correct size. The shoes are in very good condition- near perfect- and had I thought to wipe off the bottom with a wet rag the woman who helped me would have never known I wore them. She communicated I could not return them or exchange them and my option was to have them stretched. I found it odd that she immediately referred me to having them professionally stretched - in fact, it only leads me to believe they have to do this often to get around this severe policy. I find that a pathetic way to placate your customers. I was given the card of the store manager, Stephanie Wild. It was almost as if the woman who helped me knew it was an unbelievable policy and didn?t agree with it herself. I called and Stephanie told me that the policy is not to accept exchanges when the merchandise has been worn. I must stress to you the condition of these shoes. They are in prime selling condition. Stephanie went on to tell me that the policy is in place to protect Tory Burch customers. Um, Stephanie, I am your customer and you are not protecting me! Not only that, but with the economy as it is, you should be thankful I am a customer at all. Also, I noticed you sell shoes for kids. As a mom, I can assure you kids don?t always make the right decision about shoe sizes when they are shopping. I can only assume you have had difficulty trying to enforce this policy with children customers in the mix.
Cons: Horrible Customer Service