ComplaintsforBurberry LTD.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Son purchased a pair of Burberry Canvas Shoes, the price of these are $490 for me in April. He purchased them as a gift in April but didn't send to me until recently. After trying on the shoes I could tell they were too small. I immediately called Burberry **************** so I could exchange them for a bigger size. and was basically told "too bad. They have a 30 day return policy. I told her most have 90 and the fact that I just got the shoes so how could I have known? I explained that I wasn't asking for a refund, just a bigger size. I then sent an email and was told by an automated response the same thing. These shoes are absolutely useless to me and it makes me sick. And btw, The shoes have all the tags, they're in the original box and I haven't worn them.

  Business response

  06/28/2022

  Customer confirmed that the item was gift and was purchased in April and past our return policy. Due to it being outside of the 30 days we cannot honour a refund/exchange. 

  Customer response

  06/29/2022

  #******** No where on any of the paperwork included with shoes does it say you only have 30 days, and since I didn't recieve the shoes until the middle of June how could I return something I didn't have? They were a gift from my son.

  Business response

  07/12/2022

  Dear ******,

   

  Due to the shoes being significantly outside of the 30 day return or exchange policy, the shoes will need to be physically assessed by the store team in order to determine if an exchange may be granted. I cannot guarantee that an exception will be granted as this decision will be at the store's discretion.

   

  Thank you,

   

  *********

  Customer Service

  Customer response

  07/15/2022

  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]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned a bag for a reselect paid $1098.24 for the original bag received only $800 credit toward the exchange !! I have the original receipt showing what I paid ! So tore policy not listed and I wasnt informed of the credit not being in full .

  Business response

  06/07/2022

  Dear ***,

   

  I apologize that you have yet to reach a resolution with our *************** store regarding your exchange. I can confirm that our Management Team has contacted their team about this matter and we have requested for a member of their management team to contact you to further assist with this matter. As this was an in store purchase, regrettably our department has limited ability to assist; however, we will partner with the store for further assistance. Thank you for your patience during this time.

   

  Thank you,

   

  *********

  Customer Service

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My return of two items were supposedly lost in the mail. The *** claim filed by Burberry has been approved for payment, yet the representative in charge of my case is attempting to deceive me into believing that the investigation is still ongoing in an attempt to deny me my refund, even though *** has confirmed to me multiple times it has been concluded. I believe their is fraudulent intent here, as there is no reason to hold my funds beyond this point.

  Business response

  05/18/2022

  Although a claim has been issued, the investigation is still ongoing with **** The customer has been advised that we must allow *** to complete the investigation fully before we can proceed with any refunds. As soon as we have any additional information, we will be in touch with the client via email. This information has also been provided to the customer directly. 

  Customer response

  05/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a Burberry purse as a graduation gift in December of 2020. After 6 months of (non consecutive) wearing it the leather started fading. I contacted customer service to see what they can do about it and they told me I had to visit a Burberry location to have it checked out. I was finally able to drop it off at the *****, ** location where I was advised it would be sent off for repair and there would be no cost because it was still under warranty. After a month I got a call the purse was ready for pickup. When I picked it up it looked even worse than before. They spray painted glossy black paint on the spots which stood out and ruined the appearance of the purse. I complained immediately and they said theres nothing they can do. I kept arguing that they ruined my purse and they said they would send it off for repair again because they wont take the purse back as it has no resale value now (Burberry employees words) this was a month ago and I havent heard anything back yet. On the same day I also emailed Burberrys customer service multiple times and spoke to multiple representatives over the phone and nobody was willing to help. On email they asked me to send photos and let them know which store location I was dealing with, which I responded to and never got a response. For a luxury designer brand you would think that paying a luxury price would get you some better quality but it was such a disappointment. As of today I still dont have the purse because they are not replying.

  Business response

  02/22/2022

  I have reviewed this matter and found that a member of our customer service team has contacted the client confirming that the bag is ready for collection. Additionally, the store team confirmed they will be in touch with the client directly to advise of this as well. I will be reaching out to the client via email to confirm this. 

  Customer response

  02/22/2022

  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:

  The store location has not yet reached out to me. I had to call them to ask if the bag was ready for pick up. Also, just because the purse is ready for pick up does not mean the purse is in good condition. If it is still in the poor condition that it was given to me last time then I expect either a refund or a replacement. My issue is still not resolved. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  03/07/2022

  I have contacted the store team who has confirmed they assisted the client on 23 February 2022 in exchanging the bag. The customer picked out a new bag and agreed to the terms of this piece being final sale as it was an exception that was made for her. No further action is necessary as the client received a new bag less than 2 weeks ago to resolve the issue. 

  Customer response

  03/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a scarf 12/24/21 one delivery attempt was made by *** and then I got an email that I refused delivery. I have not had them attempt to deliver again. I called Burberry twice to resolve issue without getting an answer. I do not have the scarf I ordered in Dec. but I have been charged. I want a refund for the purchase that I have not received.

  Business response

  02/16/2022

  Hello, on the 9th of this month, you were advised via email by a consultant on the **************** team that your scarf was available for you to pick up at a *** Access Point.  The address for this location was provided to you in that email.  As it was not picked up, the Access Point has sent the item back to our warehouse and it is expected to arrive tomorrow.  As the scarf was monogrammed and therefore final sale, our warehouse will be reshipping the scarf to you.  We will provide you with the new tracking number once we have it so that you may check the tracking and delivery information.

  Customer response

  02/16/2022

  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 paid for my item to be shipped, I have contacted Burberry twice with mixed messages about red *** drying my item. This was ordered and paid for on 12/24/21. I am seeking a refund to my primary pay method.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  02/16/2022

  Hello, taking a look at the tracking number which was provided to you when the item was shipped, on the 11th of January, the tracking was updated that the parcel was delivered to an access point for your records.  When you called in on the 4th of February, the consultant that you spoke to informed you that the parcel was being sent to the main customer care center and that she was working with ***.  On the 9th, she provided the information of where it was being held for your records.  She did also mention in the call that the item would be shipped back to you as it was a personalized item if the item was being sent back to us.  When you check out on Burberry.com, a notice does appear that the item is final sale as it is monogrammed. 
  
  As for now, I can see that the scarf has made it back to the state where our warehouse is located and as I shared earlier, it should be delivered to the warehouse by tomorrow. We have already reached out to the warehouse to give them a heads up and request them to reship the item, per you conversation via phone with Val on the 4th of February.  Once we have that information on tracking, we will share it with you as a refund is not possible on personalised items. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Burberry woman Cape back October 2021 the item was shipped and was lost by the carrier **** they kept telling me that the package was delivered so I checked my cameras, and I went to my local police station and file a police report. They finally took owner ship that the package was lost by the carrier **** they shipped me a new package to the store in oak ***** and they send me another one to my house my wife did not like how it look because it was too long. I took both packages back and I bought her a purse with another credit card because I did not have enough, it's being 4 months and they haven't giving me my refund they keep giving me the run around that my credit card company and that the store did not have the two returns and the i got all the evidence and they are now saying that they can't help me. So now my credit score and my credit report are damaged because the credit card company has not received the refund, this is not fair what they are doing to me a company of this caliber playing games is not professional. Please help!!!!!

  Business response

  02/02/2022

  After speaking to the store regarding this interaction, the store has confirmed that via conversations with you, you did confirm that an additional cape was sent to you and thus you returned one of the two capes on the date that you purchased the bag.  Therefore, we will not be processing a refund as no refund is due. 

  Customer response

  02/03/2022

  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]

   

   On December 9th I reached out to the manager of the ********* store and I mention to her that November 4 I return to packages that were sent to me one to her store and the other to my house and I never received a confirmation from the sales associate that took care of me that day and sold me the new gift that I purchased my wife. 
  She then did some research and she informed me that the one package was never counted by them and then she send me by text the confirmation and I have it with her phone number, so Im welling to provide that and Im going to the store today so I could get it as well because this is just to much a company of this caliber cant track why I brought back on November 4th oh and they should have video as well because that store has being robbed lately. So yes I have records of that return that I have try to provide them as well and they dont want to know anything about it.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  02/09/2022

  Hello, we have sent you a response via your case here regarding how we will proceed in rectifying the situation for you. Please do not hesitate to reach out to our management team via the email should you have any questions or concerns. 

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband bought me an almost $3,000 bag for my birthday. When it arrived in the mail it came with a scratch on the buckle. We started calling immediately and kept getting told they would honor it under warranty but we needed to get it out a store; because we were not near the store currently they said they would send us a shipping label. We called multiple times over the course of a few month to follow up on the shipping label and finally just drove it to the **** of ******* store to get repaired or replaced. After dropping it off they told us it would ***********-8 weeks for repair which we agreed to . After having it for a week and a half they called back and told us they would do nothing and to come pick it up. So now we have wasted months trying to get this resolved and Burberry will not honor the fact they sold a damaged bag. The manger at the **** of ******* store basically told us it was not his problem and if we wanted help to call the ***** number again. We feel like they are just making us jump through hoops and hoping we give up. We have wasted countless hours trying to get this resolved as we are not okay paying for a damaged bag.Purchaser name ***********************************

  Business response

  11/04/2021

  A member of management will be in contact with you via our Burberry email address. 

  Customer response

  11/05/2021

  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]

   

  Please work directly with the **** of ******* store as they are in possession of the bag at this time.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  11/17/2021

  A replacement or refund will not be available for this piece as the issue was deemed a result of wear and tear. The bag has now been returned to you via shipment. 

  Customer response

  11/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
    The bag arrived scratched, we did not damage it. This is unacceptable to sell damaged bags for thousands of dollars. The bag was returned via separate correspondence with my husband unrelated to this complaint in some attempt to get out of honoring your warranty and products. 
  

  If you will not refund or replace I expect it is repaired as discussed when it was originally dropped off at the store. We have been calling since we received the bag in June with no assistance.

  The level of service since our original call in June has been nothing short of appalling, promise of call backs and mailed shipping labels that were not followed through on. 
  

  Please let me know how you will be handling this as selling damaged goods and blaming the consumer is unacceptable. Please review any calls from and to my husband and myself and you will see this has been going on since June, multiple phone calls over multiple months. Prior to being close enough to a store to drop off due to lack of follow through on Burberrys behalf. 

  
  

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered sweatpants from Burberry online and paid and never received the product Ive contacted them online they dont care theyve told me oh it was stolen then oh we found it we sent it to the wrong address they tell me something new every day I just want my money back I dont care to ever have anything Burberry

  Business response

  08/09/2021

  Hello, thank you for reaching out to us.  Upon checking the tracking information, it shows that the item was delivered this past Friday, August 6th.  Often, we see that mail rooms or front desks have received the parcels- have you checked with them? If you have already and there is no item, we invite you to give us a call at ************ so that one of our team members can start an investigation on your behalf.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dress for my daughter’s birthday and I though it was fine being delivered to my house because it requires a signature and I just so happend to be at work I checked my order showing delivered and I was confused because if I wasn’t home to sign for package how could it have been delivered so when I get home I’m looking for my package and don’t see it anywhere and checked with everyone in my neighborhood and haven’t gotten it I waited a couple days to see if it would show up and it didn’t so I contacted costumer service and they told me they filed claim and it was going to take up to 10 days and when I received email they said there not taking further action and they don’t even have proof of delivery because I haven’t even signed for anything or even saw a picture to prove it I’m upset because my daughter’s birthday is a week away and I don’t have her dress or my money I definitely had a bad experience for my first time ordering. this site is a risky site to order from

  Business response

  07/29/2021

  Hello, whenever a client contacts us regarding either a lost or short shipment, we open up an investigation with UPS as they are the one's who deliver the parcels.  *** conducts an investigation the concludes within 8-10 business days of opening up the claim.  In this instance, *** came back with sufficient proof of delivery. Given this documentation, we are unable to proceed forward with a refund or a replacement of the items. 

  Customer response

  07/29/2021

  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]

   

  But I know forsure I didn’t sign for the package and anything saying other wise is false information that’s really messed up because if I would of spent 500 or more I would of been really mad. It’s really upsetting that I went through this my first time ordering through this site and go through this and my daughter’s birthday is next week and can’t even get her birthday dress I wanted her to have

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business response

  07/29/2021

  As advised in our previous correspondence with your interaction with a consultant on the Customer Service team as well as on this platform, we will not be moving forward. Should you wish to file a dispute with the card issuer, please note that should you contact Burberry regarding the status of your dispute, we will not be able to advise you; you will need to communicate directly with the bank at that point. 

  Customer response

  07/29/2021

  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’m done going back in forth with this company there no help horrible customer service and I’m filling a dispute 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ****** ******  
  
  
  
   
  

*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. ↩