Tuesday, March 19, 2013

That one time where my shoes broke: A timeline

February 25, 2013 - I discovered that my Tory Burch Revas, purchased at Nordstrom in Chicago (Michigan Avenue) in October 2011, were split in the sole. Cue intense anger.

February 26, 2013 - I tweet the following message:

"So my husband's wallet does not appreciate what happened to my  Revas. I've only had them for 1.5 years!!"

Within two hours, I received a DM from @toryburch:

Please email inquiries@toryburch.com, attention Gloria, and she will help you.

I sent an email to the above address, explaining my situation. I received a reply on the same day from "Gloria", requesting I send an additional picture, proof of purchase and my contact information.

February 27, 2013 - I received an email response with an apology for the damaged shoes as well as a offer of the cost of the shoes in the form of a gift card. Honestly, that was more than I would have expected! I would have been pleased with free repair to my shoes. TB provided a UPS label for me to use to ship the shoes back.

March 7, 2013 - I received an email stating that my shoes were received and routed to the appropriate department. The email also noted that I would receive my electronic gift card within 7 days.

March 19, 2013 - I had not received my promised gift card yet. I sent an email to follow up. Within a couple of hours, I had my gift card plus an email apologizing for the delay.

Same day, I send an email to the Chief Talent Officer at Tory Burch (who I just happened to have worked for in Chicago at a large media/advertising company). I let her know my positive experience.

All in all, I'm satisfied with the resolution to my issue. I don't know what I'm purchasing with my gift card yet, but I'll be sure to share at that time! Going the social media/customer service route worked for me! I suppose I could have contacted my old boss/contact and complained, but I trusted the system!


  1. Ha, I complain about stuff on Twitter all the time, with very good results! Glad to see the shoe situation was resolved!

  2. Wahoo! Love good customer service!