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
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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
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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
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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
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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
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1.4
Bad
1K reviews
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Very frustrating experience
Hi, i renturned and item a few weeks ago and still no refund. i know it takes a while to get a refund but why is this? My order number is BUK101036784 please update me on my return.
May 15, 2023
Unprompted review
Reply from Burton
Hi Bahmed, thanks for taking time to leave a review and I'm sorry to hear you haven't received your refund yet.
I've checked the order and it looks like the refund failed to go through so I've processed this for you now and the refund will show on your PayPal invoice within the next 48 hours.
Thanks again for shopping with us and I hope we see you again soon. - Jack
Hi there,
Hi there,
I sent back a jacket that was too small on 12.04.23 and over a week a go I got in touch with " customer service " and no one replied to me yet.
What a customer service 0 out of 5 stars.
They must be proud of the great service.
J.C. (BUK101018305)
April 12, 2023
Unprompted review
Reply from Burton
Hello Joao,
Thank you for getting in touch and for taking the time to leave yoru review.
I'm sorry to hear that you have not yet received a refund for the return completed and have not received a response, when attempting to contact our Customer Service team. I completely understand why you would be left feeling negative with your experience.
I have checked our records and I am unable to locate any contact from yourself across our contact platforms. As a result, it is possible that you have used the wrong methods of contact to get in touch with our Customer Service team. Rest assured, I would love to assist you further so I have sent an email to the email address linked with your Burton account. If you could please keep an eye on your junk/spam folder to ensure that this email is not missed, that would be great.
I look forward to speaking with you again.
Take care,
Daniel
Waited for my order took 6 days then…
Waited for my order took 6 days then when I received too small so returned still waiting for my refund 2 weeks later and still nothing customer service shocking never again
April 5, 2023
Unprompted review
Reply from Burton
Hi Robert,
Thank you for this review, we can definitely look into this for you.
As per our returns policy, due to the volume of returns we receive, we ask to allow 15 days from the date of posting for any returns sent to reach our warehouse and be refunded by our returns team.
If this time has now passed, please let our customer service team know and they will be happy to get this sorted for you. You can find all our contact avenues on our "Contact Us" page here:
https://www.burton-menswear.com/eu/page/contact-us.html
Thanks - Dean
Top Drawer Customer Service
I had a small issue with some trousers. I contacted Customer Services by email and my problem was resolved immediately by Danlyn. Great service.
April 26, 2023
Unprompted review
Reply from Burton
Hello,
Thank you for taking the time to leave your review, we do appreciate your feedback.
It's great to hear that Danlyn was able to assist you quickly and efficiently with your query, I will be sure to pass your kind feedback over to her too.
Have a great day and take care,
Fiona
I recently ordered something from…
I recently ordered something from Burton.co.uk and unfortunately, I am disappointed in the overall experience. The delivery took much longer than expected and even worse, my package got lost along the way. On top of that, their customer service was awful and unhelpful in getting to the bottom of what happened. I can’t help but be frustrated and wouldn’t recommend [burton.co.uk to anyone in search of good quality and fast service.
April 18, 2023
Unprompted review
Reply from Burton
Good afternoon Ded,
Thank you for taking the time to leave your review, we do appreciate your feedback as we're always looking for ways in which we can improve our services.
I am sorry to hear that your parcel appears to have been lost in transit, this is a rare occurence and not what we like to hear, I will be happy to take a look into this for you. Please can you respod to my request for the order number and email address and I will be happy to look into this for you.
Take care,
Fiona
WHERES MY REFUND..
WHERES MY REFUND... the quality of the clothes is a joke, its worse than boohoo and they are the owners. come on. 2 months waiting for my refund, yet my return still says its in transit what for 2 months .
February 24, 2023
Unprompted review
Reply from Burton
Good afternoon,
Thank you for taking the time to leave your review, we do appreciate your feedback as we're always looking for ways in which we can improve our services.
We do ask to allow 15 days for the returns to be received and processed by our warehouse, if you haven't received notification of or your refund by this time we would urge you to contact us to check on this. You can do this in an number of ways including email, Facebook, twitter and apple message. You can do this here: https://www.burton.co.uk/page/contact-us.html
Take care,
Fiona
Never arrived and refused to reorder
Purchased a suit online and paid extra for next day, after 10 days suit got sent back to burtons not sure why, they then recent it to the wrong address.. I asked to divert to another advice but they refused and advised me to reorder.
I thought I’d give them another try, i had a discount code on my first order which they refused to let me have one to reorder, I didn’t want more discount just what I’d paid first time round… very disappointing I’ve now bought a new suit from elsewhere and doubt I’ll use buttons again
April 14, 2023
Unprompted review
Reply from Burton
Hello Andrew, thank you for taking the time to leave a review for our brand regarding your recent experience with our brand. I'm sorry to hear your order did not get delivered to you however, I will be happy to help with this.
Once a resend has been actioned, we are unable to manually amend the full address for a 2nd resend only details can be amended which is why this was denied to you.
I have passed your feedback onto our team for you and wish you a great rest of your week!
Kind regards -Millie
I have been trying to replace some of…
I have been trying to replace some of my favourite jeans now for about 6 months from burton as they fit great and look nice too but they have only a very small selection available and don’t seem to be replenishing their stocks. Every time I go on there it’s either super thin waist or massive. Is there something wrong with their supply chain or what? I have written to customer services on numerous occasions and been assured that new stock will be arriving soon but it never does. Why say this if there are known issues in the supply chain.
April 14, 2023
Unprompted review
Reply from Burton
Hello Christian, thank you for taking the time to leave a review for our brand regarding your recent experience with our brand. I'm sorry to hear your unhappy with the selection available due to sizing however I would be happy to help with this.
Please do be assured we have taken your feedback on board and passed this to our buying/stock team also.
Kind regards -Millie
Customer services
I ordered a pair of trousers, unfortunately the wrong item was sent. Mistakes happen. I contacted them via text message (very convenient), and Beth responded to my query promptly. She apologised and explained how the issues was going to be resolved. I sent them back, as soon as they had proof of return, Teresa sent the correct item out (I sent them a picture of the receipt via text, retuned the trousers via an automated return machine in Asda, again very convenient). Received the correct trousers the next day. I see a lot of negative reviews on here about the customer service, but from my experience, I cannot fault it at all. Many thanks to Beth and Teresa.
April 9, 2023
Unprompted review
Reply from Burton
Hello Chris,
Thank you for taking the time to leave us a review. I am really sorry to hear that you were sent an incorrect item! However, it's amazing you spoke to Beth and she was able to correct this for you once the item was returned. Your kind review and understanding is really appreciated and we hope to see you shop with us again soon.
Take care,
Amelia
Every time I return an item something…
Every time I return an item something goes wrong. First time an item was missing and now a suit jacket has gone missing and refund for a waist cost instead. Bizarre, used to be a good company, also takes to long to refund. End up with waiting for 3 refunds to be processed in a month. Makes it hard to order with they can’t deal with returns, I like Burton but returns are putting me off from ordering.
March 10, 2023
Unprompted review
Reply from Burton
Hi Keith
Thank you for taking the time to leave this review, I'm sorry to hear you have had this issue with your returns, this is very unusual. I can see you have been in touch with our customer service team about this already and they have corrected the refund for you.
As for the returns timeframe, due to the volume of returns we receive we ask to allow 15 days for any parcels sent to reach us and be refunded by the returns team. I can see a refund was processed on these items well within this timeframe. Once a refund has been issued, we have no control over the timeframe the payment provider ask to allow to process this but I do apologise if you find this process to be slow.
Have a great day -Dean
Can't find the customer service number…
Can't find the customer service number or email the one I found online isn't going through. No confirmation after my return have been delivered
April 1, 2023
Unprompted review
Reply from Burton
Hello Justin,
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 confirmation of your return being processed, after receiving confirmation this has been delivered to our returns warehouse. I completely understand why you would be left feeling negative.
I do have to advise, that it can take up to 15 days from the date you completed your return back to us, for your return to be processed.
Once we have processed your returns to the warehouse and these have been checked they will be automatically refunded back into your account! If you haven't received your refunds by the 15th day, from when you shipped the return to us, then please get back in touch with us and we'll be able to get this resolved for you.
If the above timeframe has passed, I can confirm that all methods of contact available, to get in touch with our Customer Service team can be found on the link provided below:
https://www.burton-menswear.com/page/contact-us.html
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.
I hope you have a great day.
Take care,
Daniel
Thanks Charl!
Have to give 4 stars because item never arrived when ordered in next day delivery, and it’s a suit for a wedding so I’m starting to get twitchy, but a lovely member of the team Charl, sorted it out promptly for me, makes up for a mishap when the staff are friendly and helpful.
Thanks charl!
March 30, 2023
Unprompted review
Reply from Burton
Hi Luke,
Thanks for getting in touch and taking the time to leave us a review. We really appreciate your feedback as we're always looking for ways in which we can improve our services.
I'm sorry to hear about the issue you had with your Next Day Delivery, especially as this was for a wedding. However it's great to know that Charl was able to help you with this. I'll make sure your kind words are passed on as I'm sure she'll really appreciate it.
Take care,
Jessica
ordered two shirts on 27th February…
ordered two shirts on 27th February 2023 on order number BUK101008099 and they have still not arrived, it states they’ve been dispatched but Royal mail have still no received the items. Bloody ripoff
February 27, 2023
Unprompted review
Reply from Burton
Hello Steven, thank you for taking the time to leave a review for our brand. I'm sorry to hear your order is not yet with you but I will be happy to advise on this.
Please contact our customer service team here with your order number who can assist with this matter: https://www.burton.co.uk/page/contact-us.html#customer_service-main
Kind regards -Millie
It was my go to online shop, but...
My go to online shop, but...paid for the annual delivery charge, have not had a single pair of jeans in my size in months, in fact, everything is always out of stock...a constant sale on but nothing to buy. Is this online shop now dead?
March 21, 2023
Unprompted review
Reply from Burton
Hi Mark, thanks for taking time to leave a review.
New items are added to the website each day, so be sure to check in soon to ensure that you are able to purchase the items you are interested.
I will also leave a link to the size guide below to assist when it comes to choosing the perfect fit:
https://www.burton-menswear.com/eu/page/size-guide.html
Thanks again for your feedback Mark, take care for now. - Jack
I have been waiting for my refund now…
I have been waiting for my refund now since January 2023. I have been emailing the customer services team and am going round, and round, and round in circles. They say the money has been paid into my account when it hasn’t! I’ve provided screenshots of my transactions from my banking app which shows only one refund (I returned two items). There is no contact number to call. I feel like giving up but it’s over £100 so I’m hoping leaving this review gets me further forward as I don’t think I can receive another email advising me to check my bank 🤯
March 19, 2023
Unprompted review
Reply from Burton
Hi Lisa
Thank you for taking the time to leave this review, I'm sorry to hear you haven't received a refund, I can absolutely look into this for you that's not a problem.
So I can advise further on this, please can you respond to the message I have sent through TrustPilot with your order details, I will then get back to you as soon as possible about it.
Thanks - Dean
Holiday ruined by a poor product.
Purchased new step on boots and bindings, bindings failed on the 2nd day of a week holiday so hired boots and bindings as I couldn’t source any step on hire gear.
£1500 holiday ruined and burton fail to accept responsibility or compensate.
Burton also refusing to refund the boots as they’re not part of the bindings warranty.
Awful experience
March 1, 2023
Unprompted review
Reply from Burton
Hi Sean, thanks for taking time to leave a review and I'm sorry to hear that your £1500 holiday was ruined due to a faulty item.
I've sent a private message to you for more info on the order so if you could reply to this with your order number, I'll certainly double check this for you.
Looking forward to your reply, speak soon. - Jack
I’ve had a great experience!
I’ve had a great experience ordering from Burton. It took 4 days from the point of ordering to delivery today. I emailed customer services asking for an update and they responded within 30 minutes. All my garments are as they should be. Thank you! :)
February 25, 2023
Unprompted review
Reply from Burton
Good morning,
Thank you for taking the time to leave your review, we do appreciate your feedback.
It's great to hear of the great experience you had when shopping with us, right through to your delivery and contacting our customer service team, we will look forward to you shopping with us again in the future.
Have a great day and take care,
Fiona
Refund system is a headache
Quality of clothes is good, next day delivery actually arrives next day but refund process is a headache. Wish I read the reviews beforehand. I needed a suit last minute for a funeral but didn’t know my size so I ordered 2 in different sizes. On the same day my order arrived, I kept the one that did fit and returned the one that didn’t. I received an email from burton saying they had received my return, but 5 days later and I am still waiting for them to process my refund. If you read the returns and refund section on their page, it states it takes 28 days to process the refund and a further 7 days for the refund to appear in your account. 35 days for a refund is absolutely ridiculous, and with every other company is instant on receiving goods. Doubt I’ll use them again simply based on this policy which is quite a shame because the items themselves I was happy with. But for me, customer service with any company comes first. I’d rather pay the extra with a company I can rely on and speak highly of
Update - I emailed customer service and within 12 hours they have processed my refund :)
February 9, 2023
Unprompted review
Reply from Burton
Hi Michaela, hope you are well.
Thank you so much for taking the time and leaving this 4* review, we really do appreciate it. It is good to hear you find the quality of clothing good along with the delivery. But I am sorry to hear about the experience you have had with your refund. However, it is great to hear the refund has now been processed for you.
I will be sure to pass your feedback on for you.
Take care – Lindsay
Terrible Customer Service
The refund page on their website didn't work and customer services didn't reply to my emails. I finally manged ro communicate on Facebook. The refund took ages to process. Found the who experience of obtaining a refund unprofessional and very slow.
February 7, 2023
Unprompted review
Reply from Burton
Hello Vishal, thank you for your review today regarding your recent experience with our brand. I am sorry to hear your order took a while to be refunded however I will be happy to advise on this.
Our customer service team should respond within 24 hours via email however if you have not had a response, this may mean the email has bounced back or may be incorrect.
I am glad to hear our Facebook team were able to get this sorted for you and your feedback in much appreciated.
Kind regards -Millie
Ski jacket broke in 2nd season
Ski jacket broke in 2nd season, supposed to have lifetime warranty but never heard back after filing a complaint.. lot of money for bad products
January 31, 2023
Unprompted review
Reply from Burton
Hello Mark, thank you for your review today regarding your recent experience with our brand. I am sorry to hear your item arrived faulty however I will be happy to advise on this.
I believe you may have the wrong Burton. We are Burton Menswear specialising in Smart Wear not Burton Snowboards. Please do make sure you have the correct company and update the review where necessary.
Kind regards -Millie
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