Terrible customer care, non existent I would say! Order never arrived and no one seems to give a damn. How irresponsible is this company? This whole too cool for school appeal transcended into the bus... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Terrible Burton have lost the sparkle. Ordered multiple items some arrived some not sent after waiting over a week and 1 item never delivered, Paid for unlimited delivery but still charged for delive... See more
Company replied
Tried many times using WhatsApp, text and email to get a refund without success. The autobot I found completely useless, no response from Customer Services. Product quality was poor, direct from China... See more
Company replied
Ordered a pair of shoes. Not delivered to my address as per proof of delivery photos. After 1 week of chasing them via WhatsApp and email I've received a single response claiming theyre confident t... See more
Company replied
Company details
Information provided by various external sources
Burton is one of the UK's leading men's clothing & fashion retailers, with a range of men's clothing designed to make you look & feel good. Find formal & casual clothes & accessories for men online at Burton menswear
Contact info
1.4
Bad
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Impossible to get hold of customers…
Impossible to get hold of customers services. All emails returned as blocked. Send two trousers back in May and still no refund. Paid through Klarna and they are going to charge me the full amount. Is it normal that customers have to resort to negative reviews to have a remote chance of somebody acknowledging a client? Are they convinced that business will be so good forever that they can afford to ignore clients? Hope so for them... One less here.
July 16, 2023
Unprompted review
Reply from Burton
UPDATE:
Thank you for your response with this Maurizio. I have sent you over an email directly to your account email so please do check your spam and junk folder for this to find the resolution on the matter.
Kind regards and take care -Millie
----------------------------------------------------------------------------------------------
Hi Maurizio
I'm really sorry to hear your return has not yet been refunded. I'd love to look into this further for you but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Thank you.
Stacy.
No customer services options.
I can’t seem to get in contact with anyone from Burtons regarding the process of my return. Does anyone know a contact number or email I could use to contact Burton.
July 11, 2023
Unprompted review
Reply from Burton
Hello Liam, thank you for taking the time to leave a review for our brand. I'm sorry to hear you can't locate our contact details however I will be happy to help with this.
You can contact us here via any of the 3 contact methods by clicking on the icon preferred: https://www.burton.co.uk/pages/informational/delivery
Kind regards and speak soon -Millie
Its Ridiculous
Hi, I bought the new white-shirt for a party for friday on 03/07/2023 before 22:00 and paid 9.50 £ extra for next day delivery, I was waiting for whole day for it now i got the message that it will be deliver with in two day, it's Ridiculous.
July 4, 2023
Unprompted review
Reply from Burton
UPDATE
Hi Muhammad,
Thank you for providing me with this information.
I've gone ahead and emailed you to the email address linked to your order to discuss this with you further. If you have any questions in regards to this email, please do reply back to the email so I can look into this further for you.
Take Care,
Hamza
-----------------------------------------------------------------------------------------
Hello Muhammad,
Thank you for getting in touch and for taking the time to leave your review.
I'm sorry to hear that you have not received your order within the expected timeframe. I completely understand why you would be left feeling negative. Rest assured, I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
I look forward to speaking with you again.
Take care,
Daniel
Very poor
Very poor, items arrived screwed up, All items returned, contacted them on 4 separate occasions for a refund every time stating it had been authorised and will be in my account in 4 days, total time for refund 31 days.
April 28, 2023
Unprompted review
Reply from Burton
Hello Carly, thank you for taking the time to leave a review today for our brand regarding your recent experience with us. I'm sorry to hear your items arrived like this and the refund is not yet with you however I will be happy to advise on this matter further for you.
During the transit process, items can become creased however I have passed your feedback on regarding this matter.
In regards to the refund, once a refund is processed we ask customers to allow 3-5 working days for this to show in the payment method at the latest. If the return has exceeded 15 days, please always do let us know and we can get this refund manually.
Many thanks for your patience in this - Millie
OUT OF STOCK
OUT OF STOCK. OUT OF STOCK. OUT OF STOCK.... and the next product you choose? You guessed right OUT OF STOCK. So why not use some common sense and just write "out of stock" before me having to click continuously to just find out of stock items? The most infuriating clothing website about.
June 22, 2023
Unprompted review
Reply from Burton
Hello Raheel,
Thank you for getting in touch and for taking the time to leave your review.
I'm sorry to hear that some of your recent orders have been cancelled due to the items purchased being out of stock. I completely understand why you would be left feeling negative.
I can confirm that as a fast paced fashion retailer, sometimes our products can become out of stock in our warehouse, before the website is updated to match this. I can only apologise for the experience received and want to assure you that our brand is committed to providing all of our customers with the best possible service. We value all customer feedback as this will be to make improvements to our services, where possible.
Take care,
Daniel
Very late refunding
Ordered mens suit. It arrived quickly but the trousers were to small so sent back straight away. It's taken over a month to get my money back. Shocking amount of time. I ordered the next size up from Debenhams where they arrived 2 days later and ice been wearing for the last month and literally only just got my refund from burtons.
May 17, 2023
Unprompted review
Reply from Burton
Hello Rachael,
Thank you for getting in touch and for taking the time to leave your review.
I'm sorry to hear about the timeframe taken to obtain a refund for the return completed back to our brand. I can confirm that we do ask our customers to allow 15 days from the date their order was returned back to our brand, for the return to be processed in our warehouse and for a refund to be issued. If confirmation of a refund has not been received within this timeframe, we would always encourage our customers to contact our Customer Service team for further assistance in speeding up the refund.
I want to assure you that our brand remains fully committed to providing all of our customers with the best possible service on a daily basis.
Take care,
Daniel
Wonderful customer service
Emily helped me sort out my refund issue with Burton after there was an issue with it that took over a month. Her customer service is impeccable and fantastic. She first apologised for the delay and explained it was an error on their part. Then she proceeded to sort out the refund . She made me smile.
June 15, 2023
Unprompted review
Reply from Burton
Good morning Akhere,
Thank you for taking the time to leave us your review and I am sorry to hear of the length of time it took to resolve your refund issue.
I am pleased you were able to reach out about this, where Emily could help to look into matters and ensure all was resolved for you.
We appreciate your feedback regarding the service received and we'll be sure to pass this review over to Emily on your behalf.
Have a wonderful day, take care! - Jade J
More nonsense
BUK101035907
You take nearly a month to process a return for items which were clearly FAULTY because they were not manufactured to the correct sizing or colouring when compared to the image and you have the audacity to charge me a returns fee despite me having returned them as faulty for the above reasons. Ridiculous.
June 14, 2023
Unprompted review
Reply from Burton
Hi Christopher
I'm sorry to hear your items was not as expected on your recent order. I have taken a look at your order and can see your refund has now been issued for you and is due to reach your account June 21st.
I'm unable to see that you reported the issues with your items, but if you ever feel your items are defective, or have any other issues, please contact our customer service team before returning your items, as we will be able to resolve any queries in a timely manner.
Thank you and take care
Stacy B
Refund still not received!!!
Refund still not received. I sent the items back a long time ago but there is no refund BUK101038337
June 4, 2023
Unprompted review
Reply from Burton
Hello Katie,
Thanks for taking the time to leave this review, I'm sorry to hear you're still waiting for this refund to come through.
I can see from your order a refund has been attempted to process however has yet to clear through, I've gone and manually pushed this through for you today.
Your refund should take no longer than 24-48 hours to land back in your PayPal account.
If you have any further questions please don' hesitate to reach out to our customer service team.
Thanks
Samantha
DO NOT ORDER FROM BURTON
DO NOT ORDER FROM THEM.
I’ve been in contact with Burton for almost 3 weeks trying to get refunds on 2 orders, they keep telling me the refund orders went wrong and ‘pushing it through for me’ yet I am still yet to receive any refunds. I’m over £400 out of pocket. There is no one to speak to physically as they don’t have a phone number and won’t provide one. I only have texts with them. So upsetting and frustrating.
EDIT - sent off my information and no reply yet!!!!
June 13, 2023
Unprompted review
Reply from Burton
Update;-
Thank you for your reply Emma. I'm currently looking into this for you and I will send you an email by 4pm today.
- Amelia
______________________________
Hi Emma,
Thank you for leaving us a review.
I am really sorry to hear there has been an issue with your refunds and you keep on being advised to allow longer. I can assure you we don't want you to be left out of pocket and I do want to get this sorted for you. We are an online based contact centre, so we do not have a telephone number, however I can certainly assist you via email.
I have sent you a request for information, please can you respond to this with your name and email address?
Thank you, speak soon.
Amelia
I returned 4 suits to buttons on 11th…
I returned 4 suits to burtons on 11th May. Received an email on the 19th May to say the return was received. Then nothing. Can't reply to the email and no way of contacting Burton. Shocking customer service. I've never had to wait this long for a refund from any other company. It seems like I'm not alone. Where's my money!
Amelia my order number is BUK101035863
if you require my email please let me know how to send it securely
May 11, 2023
Unprompted review
Reply from Burton
Hello Janice,
Thank you for taking the time to leave us a review. Although I am sorry to hear you have not receved the refunds for your suits and are having issues with contacting customer services. I do want to look into this for you so I have requested information from you via Trustpilot. Please can you respond with your order number and email address?
Thank you,
Amelia
I haven't received my refund.!!!!!
Thanks for the Support However You should implement a appropriate customer service team to deal with this from your own app.
June 12, 2023
Unprompted review
Reply from Burton
Update:
Thank you for your reply.
I have had a look at your order and can see your refunds did not process. However I have re-issued them today and £97.81 should update on your ClearPay invoice within 24 hours.
Take care,
Amelia
_________________________
Hello Mr. Avila
I'm really sorry to hear your refund hasn't yet been received. I'd love to look into this further for you but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Thank you
Stacy B
I ordered a few items at the sale price…
I ordered a few items at the sale price from the Burtons website and made a payment through PayPal on a 3in1 instalment plan. Unfortunately the order is incorrect as they have overcharged me and is not showing in my account page on the Burton's app. I paid for 12 months delivery at a promotional price of 6.99 but Burton's charged 9.99. The App directly me to a chat bot that asked for a reference number. How can I provide a reference number if Burton's hasn't provided me with one during the payment transaction? My opinion is the BOT is useless and Customers should really talk to a person instead of a bot that doesn't make any sense. I am disappointed with Burton for taking the payment and feel there's definitely a glitch purchasing items from their Website. I have a disability and not very good with emails. I appreciate if I could have a telephone number as a reasonable adjustment under the Equality Act of 2010 to discuss the matter further.
June 11, 2023
Unprompted review
Reply from Burton
Hello MRTREVORHARRISON
I would like to look into this further for you, however I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Thank you
Stacy B
DO NOT ORDER FROM HERE IF YOU ARE AN EU…
DO NOT ORDER FROM HERE IF YOU ARE AN EU CUSTOMER.
I've had SO MUCH trouble with this effing company. I WISH I had seen all the bad reviews before I ordered.
A little context:
The entire process and experience has been very, very bad.
I start by ordering an entire 3-piece suit + summer jacket.
I receive information about the order is processed and being dispatched soon
I then receive information about the fact, that the trousers werent in stock and then I am being refunded for the piece. But that just leaves me with a blazer jacket and waistcoat but no trousers? Like, how does that even make sense....
Then I cannot cancel my entire order and that leaves me in two scenarios:
1. Return the package as soon as I receive it (extra administration and burden from my PoV)
2. Buy another size of the trousers and hope they fit (they did not)
I felt forced into option 2 but regretted it almost immediately. I am now stuck with the trousers and CANNOT return these due to their ABSOLUTE lack of customer service AND the fact, that they are based in UK and no couriers want to deliver to UK. THEY DO NOT PAY SHIPPING BACK AND DOES NOT HELP YOU, AT ALL.
Again, DO NOT BUY FROM HERE - DO NOT BUY FROM HERE. I lost arund 100 euro on this - DO NOT DO THE SAME MISTAKE AS ME.
May 24, 2023
Unprompted review
Reply from Burton
Hello LeHusted
I am sorry to hear you feel this way after an item was out of stock on your original order. I will be happy to advise on this further, if you can please reply to the message I have sent via Trustpilot for further information. We will need your order number and email address linked to your account so we can look into this further.
Thank you
Stacy B
COMPLAINT REFUND
I was told I would be getting a refund on the 17th May and still haven't had this. I was told that an error was made at your ends and I would get the refund on the 2nd June. I didn't get it then. I was then told it will be the 7th June. And what a shock no refund!! I am really really concerned as you have over £100 of my money!!! I have since been told to contact by banking team to see if the refund has gone through!!! This is an absolute joke and I am fuming with you. Worst customer service ever. I want this sorted ASAP.
June 8, 2023
Unprompted review
Reply from Burton
Hello Ryan,
Thanks for taking the time to leave this review, I'm sorry to hear that your still waiting for your refund that you was advised is being issued back to you in May.
I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
Thanks
Samantha
Burton invisible costumer service
I bought many things on burton, this time is the last one, had a 15% discount code on the first order, but the app said "expired" , i bought anyway the item,and trying to speak with the costumer service explaining the issue, but they said the code wasn't valid on everything, when the 15% i always used for everything and it always worked,but when they have to give something back, there is always a new story to say to you.. burton 4/10 costumer service 0/10
June 6, 2023
Unprompted review
Reply from Burton
Hello Pasquale,
Thanks for taking the time to leave this review, I'm sorry to hear your 15% code did not apply to you order and you have been advised that the item ordered was not valid for this discount.
I would love to assist you further with this and look into your code, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
Thanks
Samantha
Never Again!!
I returned a suit I bought on 16th May by Royal Mail Tracked Return 48. It took until 28th of May for you to inform me you had received it. Nearly 2 weeks further on and still no refund. Despite trying to find a way of communicating with this company it appears there is none. Perhaps, like others, I may get a response to this.
May 12, 2023
Unprompted review
Reply from Burton
Hello R G Smith,
Thanks for taking the time to leave this review, please note it can take up to 15 days for a returns to be received before a refund is processed.
If you ever wait longer than the usual 15 days time-frame to be notified of a refund being issued for a return we'll be more than happy to look into this for you.
You can reach out to us through email, Facebook, Apple chat and the live chat service here: https://www.debenhams.com/customer-service/contact-us
Thanks
Samantha
Don't buy from these people it's been…
Thank you for the refund. It should not have taken me to go on trusted pilot for someone to refund my money.
Jack did you get my order no
Don't buy from these people it's been over a month since they have had my returns and they won't refund my money. You can't speak to anyone and customer service by email don't respond.
May 31, 2023
Unprompted review
Reply from Burton
Update:
Thank you for your reply!
I can see your refund has been issued on the 9th June and a total of £70.80 should be back on your original payment card by the 16th June.
Take care,
Amelia
______________________________
Hi, thanks for taking time to leave a review and I'm sorry to hear you haven't received your refund yet.
I've sent a private message to you so please reply with your order number when you can and I can look into this further for you.
Looking forward to your reply, speak soon. - Jack
Have waited over a month for a refund…
Have waited over a month for a refund and now I have not received full amount. Very unhappy. Checked out with Klarna and this could affect my credit rating due to having to extend the time.
June 6, 2023
Unprompted review
Reply from Burton
Hello Katie,
Thanks for taking the time to leave this review, I'm sorry to hear you waited this long for a refund to come through and it's not the full amount.
I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
Thanks
Samantha
I ordered 'smart black leather…
I ordered 'smart black leather trainers' unfortunately they were far too tight, so they were sent back straight away. I received an email on 24/5/2023 acknowledging return of trainers, Order Number BUK101037699 but still to date I have not been refunded. It said on email that refunds will refunded in 4-7 days. It is now 1st June and no refund. Terrible service. Will not order from Burtons again !! Contact number does not work and email also not replied to. Disgusting !!
May 14, 2023
Unprompted review
Reply from Burton
Hello there, thank you for taking the time to leave a review for our brand regarding your recent experience. I'm sorry to hear your return refund is not yet with you however I will be happy to get this looked into.
Please allow 48 hours for a response from our team via email or you can contact us via social media instead if you would prefer. I have looked into this and can see our team responded to you this afternoon regarding the matter. I can see the refund failed to auto refund so I have issued this today and the £43.51 will hit your payment method within 5 working days.
Kind regards and take care - Millie
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