S M.

Tory Burch is outsourcing their card processing services, their gift cards are handled by Star. The company provides poor customer service, and their personnel exhibits low moral standards. Tory Burch customer service cannot assist clients with issues related to "Tory Burch" gift cards; thus, Tory Burch assumes no responsibility for the issues related to their subcontractor's work. The burden is shifted to the poor customers. The customers have to deal with Star directly. It's like purchasing Apple product and personally resolving defects through a manufacturing company somewhere in China. Tory Burch clients have to call Star customer service, the number is displayed on the back of "Tory Burch's" cards. When I called, I got a poor quality connection. The rep with a heavy Indian accent could barely understand me, he was not competent enough to assist me, so he placed me on hold to consult with his manager. Unfortunately, even after their consultation was over, he still could not resolve the issue, so his manager had to get involved. The manager, with the similar Indian accent whom I could barely hear, lied to me by reassuring me (twice) that the card would work and I could use it anytime until the end of this year. Well, it did not work during the checkout; they provided wrong information to me, the payment failed. I guess Star employees do not care about Tory Burch sales. I will not shop at Tory Burch, I am deeply disappointed by company's lack of accountability and complete disregard for its clientele. It is misleading to display Tory Burch logo on the product that is not produced, managed and supported by Tory Burch. Current Tory Burch's practices fall short of expected customer service from well-known brand. The company's management needs to shift their priority from short-term profits to valuing its customers. In a long run, cutting cost, providing subpar services and ignoring clients' needs will completely erode brand's reputation.