The complaint has been investigated and
resolved to the customer's satisfactionResolved Burberry — bad experience
resolved to the customer's satisfaction
I am writing to describe a bad experience with the Burberry store in White Plains, NY. On 12/27, I purchased a beautiful jacket and shawl as gifts for my parents. I reviewed my receipt the following day and realized I was mistakenly charged a 9.6% sales tax. I immediately called the store and was told by Nicholas that he was unable to help me correct the problem because he was unfamiliar with the sales tax. Since I had planned on giving the items as gifts the following day, I asked if he would be able to adjust the sales tax if I came in person with the receipt; he said that he wasn't sure and I should speak to Lisa, the manager, the following day.
I contacted Lisa the following day (today), who told me that the register had 'glitched' and that the bill would be corrected tomorrow. I asked if I could come in today instead to fix the problem and was told that yes, I could, but that it "didn't make any sense... but do whatever makes you comfortable".
Afterwards I decided to go in and return the items. It's upsetting that 1) such an error would occur at Burberry in the first place and 2) the error was treated casually by the store manager. I expect only the best from Burberry, and even a 1-2% overcharge is enough to turn off a regular customer.
I expressed these concerns to Jeanette from customer service over the phone. She acted professionally when speaking with me and I have no doubt that if the store manager had been as professional as her, the incident would have been forgotten by now.