Burberry Service Reviews 401

We ordered a Burberry belt for a birthday and received a shower curtain as someone had cut the label off the box while in transit and switched it to another box. After reviewing pictures of the box, Burberry admitted that the box we received was not theirs and that we were the victim of fraud. However, Burberry refused to send out a new belt for the birthday and indicated that we had to wait weeks. The customer representative, who was extremely rude, indicated that we should just pay for another one to get the belt in time. So much for customer service.

Worst customer service. I returned a bag only for it to be lost/not located by UPS and startrack who are affiliated with them and who are the ones who picked my package up. Burberry tells me my refund can’t be issued until a UPS investigation is done. Unfortunately this is not my issue, as on my behalf my package was returned. My refund should be issued either way and Burberry should sought this out with UPS and startrack. Appalling customer service and I will not be purchasing from them in the near future.

they burn clothes instead of discounting it

My son booked an appointment to look at and possibly purchase a trench coat.
From the moment we walked into Regent Street store we were treated like Royalty. Our personal shopper, Aleena, was a real breathe of fresh air. She made our visit so special and enjoyable.
I’ll admit I was overcome at the experience, I attended with my son, never in a million years would I have personally been able to go in. But wow, just wow.
I was treated like a customer too, even though it was my son who was the client.
Nothing was to much trouble.
Some definitely take this experience for granted. Me, I will treasure this experience for a long time. Thank you to Aleena at Regent Street. You made our trip❤️
#youreadesignernotabanker

I purchased a Burberry handbag in 2007 and just recently the handles of the bag started to peel. I contacted Burberry customer service and initially they seem compassionate and genually interested. That didn't last long as after considering it further they advised without a receipt, they were unable to help me. I didn't want a free repair/replacement, I am willing to pay for it. I have the certificate of authenticity so what does that stand for! I have contacted Martin Lewis to check my rights and his team have responded. I have expressed my concern to Burberry who are thinking about it. I am disappointed and disgusted to think that a handbag which cost over £1000.00 14 years ago and is still in perfect condition except for the handles can be of no interest to such a International company. I have two Burberry handbags in total but I will not be purchasing any more.

Gifted a ‘showerproof’ car coat. Genuine Burberry product. Very expensive. Worn twice as got soaked in light rain both times. It acts like a sponge! Never washed or dry-cleaned. Rang Customer Services, provided photos of coat and care labels. Gave all numbers on labels. They completely avoided all responsibility as I didn’t have proof of purchase. Asked for ring back from senior manager who then cut me off, having said he would look into it.
Washed their hands of it and insulted my gifter and me.
Shocking from a supposedly reliable brand. Beware.

I purchased a shirt from Burberry for next day delivery. The following day, I received a notice from UPS that my item had been delivered. I never received it. I raised the issue immediately with both UPS and Burberry and was told that UPS had received a signature for the delivery. I was sent a screen shot of the purported signature and I confirmed that this was not mine - it looked like a squiggle "UPS". Burberry did nothing to help me other than initiate an investigation with UPS (who would obviously not be motivated to find itself in error!) even though:
- my contract was with Burberry - not with UPS
- I bought this item directly through Burberry on the basis of free next day delivery
- I notified Burberry and UPS of the missing parcel minutes after UPS incorrectly recorded the parcel as “delivered”
- it was particularly egregious that UPS purported to have received a signature for the delivery, when I confirmed that I had not signed for it
- Burberry had a responsibility to deliver this item to me
- the risk for the item did not transfer to me until I received it, yet Burberry was prepared to let me wait for 10 days while UPS “investigated” its own errors
- Burberry presented this to me as an issue of my word against UPS.
- UPS eventually delivered my parcel - evidencing that UPS had not delivered it in the first place and had not received a signature for it;
- Burberry didn't have the common sense to at least apologise for the wasted time dealing with what should have been first class service.
Steer well away from Burberry -

So disappointed - misleading untrue information about campaign that does not exist to attract costumers. Tried to enter sale invitation and was disappointed to know that i was shown misleading message to join. Customer service was not helpful.

I used to be pretty obsessed with this brand. It's obvious from these reviews that customer service has declined dramatically over the past couple years and people are receiving empty packages or having customer service deny returns. I've been a Burberry customer for years to the point that they open champagne when I enter the store. Recently ordered a couple items online and decided to return them for different styles. Ended up making new purchases in-store, but made the returns online. A month after sending the return, I hadn't received the refund so I called to find out what was going on. Turns out the warehouse said my package had arrived empty and all they would tell me is that the "refund would not be issued," with a tone as though I had stolen the items and sent back an empty package. After begrudgingly escalating the issue, they begrudgingly agreed to begin a UPS investigation. I'm not hopeful about the result, and they've lost a previously fanatically-loyal customer. I'll stick to luxury brands that don't treat you like a criminal.

My review is solely based on my salesman experience - stephen from king of prussia store and the manager was horrible as well.

I walked in for the 1st time and a lady approached me but we were just looking so we left. Walked in a 2nd time and a male approached me but we left again. Walked in the 3rd time and the same male approached me and it was obvious we were going to purchase this time around. It was so awkward because the lady made it obvious she was upset that she wasn't getting the sale. So obvious it made me feel uncomfortable. I get the whole commission sale but at a high end store, there should not be so much aggressive competition, especially in front of the entire store.

My second bad aspect of this shopping trip:
I was purchasing a limited edition bag, the olympia collection and it clearly identifies the # of which bag you have out of 300. The one on DISPLAY had 240/300. I was ready to purchase and asked the male if he had a new one, he said he did. He took the one on display to the back and had already took my payment.

I had a weird feeling so when he brought it out, i checked and realized it was the one on display.
I asked him, "why did you say there was a new one but give me the one on display"
He mentioned he thought there was a new one but realized it was sold in the morning but that this one was put out this morning.

1. Why wouldn't he tell me that BEFORE wrapping it up and taking my payment when i clearly asked for a new one.
2. He said ordering was an option so then just tell me that before being sneaky and wrapping up the display
3. if i hadn't have opened it, i would have taken it home and realized.

Ive purchased plenty of times before at burberry and other high end stores, normally they tell you if they only have a display available.
For the amount i pay, i expect better service and transparency.

Both of these situations show the aggressive nature of just trying to make a sale.

I almost walked out wanting to make a return but i liked the bag and figured it was just horrible service this one time, and since it was promised to be shipped fast, im giving him the benefit of the doubt that it just slipped his mind to tell me.

UPDATE: received the SAME DISPLAY from my store which makes no sense. they told me it was getting shipped from another store so how can the one from my store be the one shipped. HORRIBLE SERVICE. this should not happen at burberry

As an avid follower of fashion I am fortunate enough to purchase items from all the different fashion houses and I would just like to say that Burberry customer service is hands down the most helpful, communicative and attentive of all the designers! Thank you so much for all your help when I put the wrong address on an order and the receiver did not immediately return the order. It was my fault but Burberry unquestionably helped me retrieve the order and it all ended fine. However, not all the designer brands are that understanding and helpful. 10/10 Burberry!!

I don’t get why My order was divided into 2 parcels and ups keep messed up with the delivery and delayed it finally received one parcel but another never turn up and at first they telling me my delivery will be soon with me and things but the end Burberry denied to refund me back or replacement also my return item. They email confirmed received my item back and refund processed but never see after that. Have to open dispute with PayPal and still waiting for the outcome

I bought a purse in their Chicago outlet during a vacation on 3/29/21, a day after I bought the purse, a portion of the stitching came apart on the strap. I called the customer service and I was asked to take a picture of the damaged part of the strap which I did right away and emailed it. The representative acknowledged through email that she received it and will forward it to the responsible department and will update me. After a week I haven’t heard from her so I emailed again. She responded that she’s still waiting for the store to come back with her. It’s been two weeks now and I still haven’t heard from her. I emailed almost everyday now but I’m being ignored! Worse customer service ever!!! I paid $$$ for the purse with poor quality!!! Not even a response if they’ll repair the strap or replace it!!! I have another Burberry purse with the same problem, this one the stitching that came apart is on the purse itself.

They declined my return and it was brand new and never worn and they said it was because my items tags were removed and reattached. This is the first time I’ve ever had that happen to me and the item was never altered by me so I’m out of luck basically.

If this company had any sense they’d stop making clothing in China, lower the prices by 90% of their cheap quality clothing, increase quality of further clothing by returning to their roots, and throw out all their mediocre “modern” styles. It has lost its original flair, its affordable (nearly) prices, and its quality. And its customer service. The original Mr Burberry would be disgusted.

So I ordered from Burberry in 22nd of February. By the time I’m writing this it is 23rd of March. They lost my parcel somewhere and honestly it’s UPS’s fault. But the way the customer service have been treating me is utterly ridiculous. They promised they’ll let me know how the investigation is going! None of that ever happen. I’m literally always have to contact them to beg for the information. Now I have to wait again so they can re-open the case with UPS and they will not refund me until they have the outcome. The employees basically told me I am “duplicating” the issue by saying I’ll leave a bad review on Twitter. What is this? How is this company still surviving? My first and last purchase they’ll ever see from me!

The service provided by Burberry is absolutely RIDICULOUS. They lost my parcel in transit - It’s been over 15 days since they told me the investigation would take “up to 15 days due to covid”. I still haven’t got a refund or replacement due to no fault of my own, and I ordered 3 weeks ago with next day delivery! This is unacceptable! I will be reporting to trading standards and relevant authorities. AVOID AT ALL COSTS

This is a dying brand. Burberry is one of the few stores I see in SF or LA that usually has literally no customers inside.
They did this by their own hand, namely:
•The customer service is abysmal.
•The prices have gone up astronomically while the merchandise itself is of increasingly subpar quality.
•They arbitrarily cancel orders made via PayPal.

I used to shop at Burberry frequently-the customer service was pretty good, the garments were priced fairly, and the quality was good. Now, you’d have to pay me an hourly rate to deal with them.

Burberry was never a luxury brand, it was a mid-tier one. Instead of embracing that (like they had for years), they’ve now decided to hike up prices, lessen quality, and to provide horrible customer service.

Goodbye, Burberry.

When I brought from Burberry back in 2018, they paid for our import duty and tax. So everything were tax free at that time, I got the bags and shoes when they are on sale, the price was great! However, they start charging import duty and tax after 2019, it's such a shame. I don't know why their policy changed, and it's getting more and more expensive now after they change their logo. I shop at 24s now since I could get it cheaper there when it's on sale.

Worst customer service ever. My online order was lost in transit and 3 weeks later I still haven't received any proper response. Called them again and told it will take another two weeks or more to refund. They are rude and argumentative over the phone - with singular answer : it is our policy

To me, this kind of service shows Burberry is longer a " luxury " brand