ComplaintsforBurberry LTD.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased $5,530 of merchandise from a Burberry Outlet store at ********, **. It was a send sale but I never received the package. I tried to contact their assistant store manager named ******** and the associate that helped me in store, his name is *******. Neither of them responded to my text. I also tried to call the store, Their store number is ************, nobody answered the phone. I need to know if they shipped my merchandise and what is the tracking#. You could try to contact their corporate number to help me. Thank you.Business response
04/03/2024
I have reached out to our ******** store. The manager will be in touch with the customer and provide resolution regarding the order.Initial Complaint
01/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #: ******** was delivered late to my address on 12/28/2023 a month after order was placed and I decided to return the item back to Burberry because item wasn't needed anymore. I used prepaid tracking label with tracking ******************, The return was dropped off 01/08 in ******* because of work travel. I sent a copy of my *** drop off receipt to burberry via email because the item was pending return delivery for over 3 weeks after drop off and Burberry is denying my return because I returned in *******. This is not fair and not expected from such a known brand. This was my first order with Burberry and I am very unsatisfied and this is terrible customer service.Business response
01/30/2024
We are unable to issue your refund as the item(s) were not received back to Burberry. You have confirmed that the item were sent to us using a method other than one of our approved returns services, contrary to the terms and conditions stated on Burberry.com **************************************************************
This has resulted in the breakdown of the fulfilment of returns process as set out in our returns terms and conditions. We can suggest again that you can revert back to the carrier you used to pursue any tracking or
further response from them, however as Burberry is not partnered with this carrier, we would not be able to pursue this on your behalf.
We have now concluded the case and will be unable to enter into further discussion on the matter. As such, this is Burberrys final position.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My Husband purchased me a puffer jacket on December 17, 2023 for Christmas. The jacket does not fit and was not the item I wanted. I tried to do a return today. January 7, **** and I was informed that there is only a 14 day return policy for items purchased in the store even though this was a Christmas item and it was purchased for Christmas. I would like for Burberry to do the return, because had he ordered the item online, they have a thirty day return policy during the holiday season. It's very deceptive to have 2 different return policies for onliine and in store purchases. He was not told at the time of purchase he only had 14 days to do a return. We spent the holidays in ******** and there is no Burberry. We had to wait to get back to the DC area to do the return. This was the 1st weekend we were available to get to the store after the holidays. I have all the receipts, tags are still attached and it is still the the original gift box.Customer response
01/11/2024
Better Business Bureau:
I was able to get in contact with the Burberry Store in *************, ** and they provide a refund.
This is in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is regarding Order#*********. I returned this item on 12/4/23. It is now 1/7/24, and I have still not received my refund. I reached out to customer service, and they said the tracking number that THEY PROVIDED ME is invalid. This is absurd. I demand a full refund immediately.Business response
01/10/2024
The *** store shown on the drop off receipt is contacted and confirmed the receipt is fake. The drop off time is outside the store operation hour. Sign of photoshopping on the receipt picked up.
1) customer carried 2 puffer jacket from *** to ******* to return. Return label created on ********************************** *******. Items are too bulky to travel.
2) Some flaw picked up from the drop off receipt provided by customer, checking with the corresponding *** store.Initial Complaint
12/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Burberry peacoat, as a Christmas gift, at the ************** ********* location.I was informed verbally and in writing that the $1650 purchase price (plus tax) was refundable within two weeks of purchase.When I finally decided that the gift was not the right purchase, i returned the coat in the original bag, box, and condition. Burberry refused to refund the purchase due to the fact that the coat was damaged and not returnable. Somehow the coat was damaged without ever leaving the box?!?!The coat is in original condition, as it is in the condition when I purchased. The clerk, the manager, and regional manager all stated that they would not except for refund. This is obviously a SCAM. BEWARE of BURBERRY!!Business response
12/28/2023
Our Returns Policy outlines that we accept the return of unused products within 14 days of purchase for full price items and within 14 days for sale items provided the Return Conditions specified below are met:
We have investigated and we are unable assist with a return due to the policy below.
Purchases must be returned with the Returns Label enclosed with your purchase.
Products returned must be in their unused, original condition with all
Burberry product tags attached and any related accessories or instruction
booklets included.
Incomplete, damaged, worn, soiled, or altered returns or anything we
reasonably believe has been used will not be accepted and therefore sent back
to the customer.
For your convenience, I have included a link to more information on our Returns
Policy as follows:
**************************************Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/5/23 I purchased 2 sweatshirts from The Cypress location. One was available in the store and the other one had to be ordered from another store. I received the shipment on 11/10/23. Upon arrival I discovered it was too big. I called the store to see how to resolve the issue. I was instructed to return the sweatshirt to a store for an exchange only. I sent the shirt back to Cypress on 11/13/23 they confirmed they received it. On 11/15/23 they communicated with me that the shirt that I would be receiving for the exchange was $270.62 more. I paid through a link that was emailed to me and received a payment reference number. Never received any more communication from Burberry after this. I called on 11/20/23 to inquire about the exchanged I still haven't received. I was told it was coming from another store and they haven't shipped it yet. As of this moment I have not received a confirmation tracking number. At this point I have paid money for an item I have not received and don't know if I am going to receive it and can't get a refund. I am livid! How do you take customers money and don't communicate or send the merchandise. I sent the sweatshirt back in good faith that I would receive something in the place of the too big sweatshirt.Business response
11/22/2023
Hello ******
I was very sorry to read about your experience at our Cypress Store and Id like to thank you for taking the time to bring this to our attention. Please allow us some time to investigate fully and I will work with the store directly to follow up on your purchase and provide you with the tracking numbers. If we need further information to help us resolve this matter we will be in contact shortly.
In the meantime thank you for your patience and once again please accept our very sincere apologies for the frustration caused. Many thanks.Douglas
Burberry **************** Manager
Customer response
11/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I have 6 days to respond or this case will be closed. Based on the business response, I am waiting for more information on the merchandise I paid for or a refund. The business response said they will investigate and get back to me. I will wait for the investigation and a response.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
************************************
Business response
11/30/2023
Dear *****,
I can confirm that the ********************** store did confirm that your new item was shipped via ******************. After reviewing the tracking details, I can confirm that this parcel was delivered to you on Friday, November 24, 2023. If you have not received this parcel, I would advise you to contact the ********************** directly, ***************, as a lost investigation will need to be initiated with **** As this was a store purchase, all aftersale queries will need to be handled by the store directly.
Thank you,
*********
Customer Service
Initial Complaint
11/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction - 11-30-22 Amount paid - $1,872.50 They said that it was normal wear and tear, this is not a bag that she carries on a daily basis.The purse is peeling like a snake, and it's less than a year old. The company stated that they could not do anything about the bag.I only want a replacement or my money back. It's no way that a bag of this cost should be peeling and it's not carried on an everyday or monthly basis.Business response
11/13/2023
Dear *****,
I am writing to you on behalf of our *************************** team regarding the assessment of your Check Medium Bowling Bag.
Please be advised that the bag has been thoroughly assessed by our Lenox Square store and it has been determined that the issues you are experiencing with your bag are due to normal wear and tear of the item. As the item has not been deemed to be faulty or defective due to a manufacturing defect, a replacement or refund may not be issued. Additionally, we regret to inform you that the bag is not repairable so we are not able to assist further with this matter and the bag will be returned to you via **** Our sincerest apologies for any inconvenience or frustration this experience may cause.Thank you,
*********
Customer response
11/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here
I am only wanting what I paid for, and that a quality bag from Burberry. I paid close to $2,000.00 for an original and if I wanted to buy a knock off bag I would have gone to one of the street vendors. I want another bag or my money back. My wife has about 8 expensive bags and she does not carry any one bag for over 3 months at a time. The bag is peeling like a snake and it's appears that the bag is defective. If your company pride it's self on customer satisfaction and quality service, then prove it. Naturally, your company would say that you have examined the bag and there's nothing wrong with it, that's what y'all do when you do not want to honor your product. We have had this bag less than a year and there's not way it should be peeling unless it has be somehow neglected, and I can assure you that is Not the case. We pride ourselves on what we buy and the upkeep of what we buy.
I ONLY want what I paid for, and that is a quality hand bag for my wife.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
10/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered 2 items from Burberry, took over a month to arrive as they were delivered somewhere else first so i did file a complain with Burberry for that as it was a lost package but it ended up coming to my house after all. After both items arrived at my house i decided to keep 1 item and return the other one. So i started a return and they gave a prepaid label to return it back to them somewhere in Europe as that where the items came from. ( maybe there warehouse is located there) its been over 20 days since its been returned to them and no refund. When i contact them they said u filled a lost package complain so we cant refund you even tho I started a return with them and shipped it back. After i explained it to them what happened they said they have to confirm with warehouse and get back to me. They still have not contacted me back with a update on this situation and every time I contact them they say we are still waiting to here back from the warehouse. Order number is: ******** Return tracking number is : ** *** *** ** **** ****Business response
10/30/2023
Dear ********,
I apologize for the issues surrounding your order ********. Please advised that your order has been successfully processed for a refund as of today, October 30, 2023. Please allow for PayPal to approve this transaction in order for the funds to reflect on your account statement.
Thank you,
*********
Customer Service
Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Burberry sunglasses from the sunglasses hut in ***********, **. They were very cheaply made, the arm came off because it was held together by glue. I brought the glasses in to be repaired at the sunglasses hut and the associate said they had to reach out to Burberry for the repair and that it would cost $112. To repair them. That is ridiculous because they were already over $200. I then called Burberry customer service and they told me Id have to go through a third party they cant help me.Business response
08/21/2023
Thank you for contacting Burberry **************** regarding your favorite pair of glasses. I will be happy to provide you with our eyewear manufacturers direct link so that they may assist you further regarding ***********.
I am sorry to hear of this issue and can confirm that all warranty claims and repairs are handled by our manufacture. Please use the provided link below to submit *********** request to our eyewear manufacturer:
*****************************************
Please note that it may take up to 3 -5 business days for the case to be reviewed and responded to.Initial Complaint
06/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Burberry hoodie, and it came with many defects. The stitching is uneven, the quality of the fabric and very cheaply made, the inappropriate hemming, and the threads are coming off. I have reached out to Burberry numerous times and i have also sent them photos showing the defects, but their manager told me he has already made up his mind, and he will not exchange or return it for me. I am very disappointed as i have been a customer for 10+ years, and i expected a top notch customer care, and a good quality product. I also told them i would meet them in the middle and accept a store credit instead of a refund, but to no avail, and the manager pretty much said nothing will change his mind or decision. That was a very poorly made hoodie and all the stitchings are crooked and poorly made. I am hoping to exchange this.Business response
06/30/2023
Assisting client through case- *********
We will reach out with further details directly to the client shortly.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
49 total complaints in the last 3 years.
18 complaints closed in the last 12 months.