I ordered a toryburch alice backpack on January 3, 2011 for my first and last time. When I received my bag, I noticed that the straps were frayed and coming apart. The bag had leather trim that felt like vinyl. I called the Atlanta based store to inquire about exchanging the bag and I was told that I would have to go through toryburch.com. That seemed odd to me because I ordered my bag from the ORIGINAL site and I thought that it would be no problem to exchange or get a refund at any of their stores. I called the customer service line and they informed me to send the bag back and I would get a full refund and also a customer service representative would call me within 24-48 hours, to this date January 21, 2011, I have not received a call! I sent the bag back to the online store and I called the customer service line AGAIN to make sure they had received it, which they confirmed they did on January 18, 2011 but they also said it was received at one store and now it has to go to another store before I get my full refund. I called the CORPORATE OFFICE and they also said they wouldn't be able to help me and I would have to call the customer service line. What kind of company is this that their Corporate Office can not even help their online customers? I am so dissappointed with the lack of concern and the poor customer service that I have received from toryburch.com that I will never buy from them again nor step foot in their store. I called the customer service department for the 4th or 5th time and had to wait for a representative for a half hour. I asked the representative about my refund and he said it could take up to 14 days...what...it only took a half of a second on line to take my money and now they are telling me I will get my refund within 14 days. The customer service and the product that I received is unacceptable especially for a reputable and upscale company such as ToryBurch. The product I received from the ORIGINAL sight looked like a product from WALMART without the Walmart price!