Burton Snowboards Reviews 237

All the time there is a payment error when creating an order. The money is debited, but the order is not processed.

They say they have a lifetime warranty, but after the material of a backpack from a few years ago ripped while the rest of the bag is in good condition, they say they can't do anything other than giving me a discount. Complete lies.

Worst customer service and very bad products.
If you want snowboard shoes which last max one season then go for burton.

Recieved the most awful customer service from their service rep Sarah. I could go into details but the entire situation is entirely too upsetting and I don't need to relive the experience.

Very lackluster there quality control is really bad. The prices are off the charts they charge $10 for delivery after you spend over $200... I mean are these guys on Mount Olympus who do they think they are everything on their line is overpriced... Yeah I buy stuff from them that's on super sale that's it!
For quality price and customer service there are many other snowboard companies way ahead of the pack!

I have been chasing for a refund but they were not accepting that I have sent the parcel. After going back and forth finally it got sorted. Special thanks to Lauren who made it happen.

There is something seriously wrong with the operational aspects of this company. I can’t say if the product is any good, as I’ve had the worst ever online experience and never got my products.Hinestly, it seems like Burton is trying to turn snowboarders into skiers with their crap service.

Update 10-05-2024:

Fair is fair, turns out that Burton needs time to respond to their tickets. I've updated the rating from 1 to 4 stars because the issue got resolved in a pleasant way. And it is also worth mentioning that all persons that have responded to my e-mails were really friendly.

Faith in Burton has been restored, I guess.

Original review:

Trying to get in contact about a backpack repair. The backpack is about one year and a few months old and the stitching is letting loose at one of the straps (which is disappointing in the first place).

Barely getting any responses from customer service. First they said they did not receive my warranty claim after I filed one. Therefor I filed another claim and asked separately if they received it. It was confirmed that my claim had been processed correctly and that I would be contacted shortly. Surprisingly I was contacted by a Burton representative shortly after (same day). They asked if I could send pictures and a receipt, which I immediately did.

It has now been 23 days since I sent the pictures and haven't heard anything back. Not even a response to my request for a status update which I sent 3 days ago.

Highly doubt if I will ever buy a Burton product again.

Disposable quality. I bought a Burton Con Artist over $1600 brand new and the board started delaminated from a small gap to a huge one. After a month of back and forth with Burton. I spent $60 to send the board in and only after a day they shipped it right back as is, saying it's not repairable. No replacement, no repair.

Delamination not repairable by THE MANUFACTURER for a $1600 product shows how mediocre the board is as well as their warranty program.

Fantastic customer service from everyone in the store. I took a Burton test ride and ended up buying the kit. A special big thank you to Sofia for her commitment and level of service.

Poor customer service all round, purchased an AK jacket in large using a code they had sent, on receipt it was too big so I asked them for an exhange for a medium instead (which was in stock).

No exchange process in place at all, the only option was to return and purchase again. Pretty poor service in this day and age but I was prepared to do this. However, the code I was given initially I cannot now use as it has expired so I would have to purchase again for £140 more!

You would think they would honour this but Customer Service couldn't care less. Still waiting on a call back from a Manager, I won't hold me breath!

Looking at all the responses to their reviews on here (none), goes to show how much they care about their customer's feedback.

Spent thousands over the years with Burton but will go out of my way to spend my money elsewhere going forward!

Horrible customer service. I bought a pair of photon boots after I got sent a discount offer. The order got stuck when I clicked buy but they took my money. When I asked they told me my transaction was flagged by their Nofraud system!! After a few days already, I don’t have either my money or the boots. Unbelievable experience for a brand like Burton, should have stayed with Vans

Burton is one of my favorite brands however I will be thinking twice before ordering online. Ordered a pair of Photon boots and when they arrived I realized they were to big for me. When I returned them they were sent back to me because they had scuffing on them. This was the way they were sent to me. I did not even have them on my feet for more than 2 minutes. Also only one boot is scuffed the other is in good condition. So how does that even happen. Customer service is unwilling to compromise and I already bought the new version that fits my size. Now I am stuck with 500.00 boots. This should not be my problem. I would say stay away from ordering online with burton as far as boots go. Customer service is appalling . I also spent 600.00 on clothes but that doesn't matter. Burton is just a money hungry corporate conglomerate that has no regard for their customers.

Horrible customer service- I order a product a week ago and they still have not shipped even though website states will ship within 24-48hrs. Customer service was no help as I do not believe they even have a logistics system in place and when I asked to cancel the order they stated I would have to receive product first then proceed to request a refund, do not order from them, their products are great but their customer service is horrible, order from EVO or amazon or any other company instead.

Spent roughly 1600 USD on their online store as a first time customer. Before I even receive all the items they announce an end of season sale for members. I get in touch with their customer support to ask if they can refund me the difference, which at this point most online retailers do. The customer service agent claims that they can't do that, lies about the time in between when I placed the order and when they announced the sale, and claims that they are unable to piece together different discounts in order to refund me the difference.

The laughable solution they provide is for me to resend everything and order again. They would rather spend money on shipping, waste mine and their own time, and unnecessarily impact the environment rather than provide a level of customer support that every other online retailer I've used in recent years provides. This is a company that claims on their website that they care for the planet, that they minimize their impact on the environment by reducing carbon emissions, and making sure everyone feels welcome in our community, when in reality they would rather nickel-and-dime their customers or unnecessarily impact the environment.

Buy at your own peril, and hope you don't have to engage with their customer "service". I recommend spending your money on a company that actually lives their values, provides good support, and that doesn't just Greenwash with nice statements that they ignore when they have an opportunity to live up to them.

Wonderfull costum service! Kind, funny and was abule to help me out with in 5 houers of emailing. Thanks! Looking forward to more awsome exents in the futher!

I ordered a coat in January. I tried it on for a maximum of 2 mins (without any form of perfume, lotion, scent of any kind on) & it didn’t take long to discover the coat did not fit correctly. I immediately placed it back into its original packaging and shipped it back. 6 weeks and numerous emails to Burton customer service later, questioning if they’d received my return as I’d still not been refunded, I finally receive a response informing me my coat had a “strong perfume scent” that implied I’d already worn it and was attempting to return it. They said it was ineligible for a refund and would be being sent back to me. I’m still absolutely speechless about the whole thing as I couldn’t have had the coat on for more than 2 mins and had zero fragrances on when I tried it on. I’ll never order from them again ever. What a waste of money.

I ordered shoes on 16 january, they didn't fit, so i send them back immediately. I thought that it was very safe to order at Burton.com, and not at a dealer. But unfortunately that's not true. The track and trace showed me that they received the return-package on 26 january, but i still have no money back and i still don't get any answer on my mail from the beginning of this week. On my account I still can't see that my return is completed. The shoes cost €490, so i think absolutely not customer friendly and i will never order again at burton.com.

The worst company I have ever seen in my life. Trying order 5 times for 800$, all the time it’s unsuccessful, cause they can’t ship to LLC adress, or they can’t ship to my sisters house , but I already paid and have an order number. Called last week , they told me everything is fine with your order. Today they told me it’s canceled, and I have to wait for my money one week and reorder.
tech support don’t know anything about the work, I don’t even know why they work there if they can’t help, and every time divining a wrong information about shipping options))

They can also put the phone down during a conversation.

I texted them to Direct on Instagram, they read and no reply😂 so, it’s alsmot march; and I still c don’t have my shoes for snowboarding 😂🤦🏻‍♀️cause it’s a huge problem to order something from this Burton company.
If you don’t wanna spend every day 3 hours trying to call Burton, you don’t wanna be nervous and unhappy, pls don’t order anything from this company.

I would give 0 if I could. Ordered a snow jacket for my ski vacation before 1,5 week. The appeared that Burton Website is on technical pause and no deliveries will be placed at that time. The contact person from support team made all the possible excuses to help with delivery. There have been a chance to cancel the order and reorder with a new delivery address at ski resort, but the supporting person stopped resonding to my emails even it was within her working hours. As several reviewers already noted, no emails with order status were reveived. So much time spent on chating with support, complete waist of time.