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2.0 53 Reviews

Burberry Group Complaints Summary

13 Resolved
40 Unresolved
Our verdict: When using services from Burberry Group with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Burberry Group reviews & complaints 53

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1:38 pm EST
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Burberry Group Your new advertisement

I find your latest advert showing a person with a double mastectomy totally repulsive and am shocked that this is being used to normalise such a radical choice. How is this in any way relative to fashion?

You need to employ different people to design a more appropriate advertising campaign. There is no way I would consider buying anything from you.

Desired outcome: remove advert as soon as possible!

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7:58 pm EDT
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Burberry Group Burberry Hero cologne

My best friend and I both purchased the Hero cologne at a Macys during the first week of April this year. These colognes were new in box, never used. Sticker with number 1335 at the bottom. 3.3 oz.

I have used a lot of good colognes in my lifetime Polo, various CK fragrances, Lagerfeld, Aramis, Bulgari, etc. This Burberry Hero is by far the worst cologne I have ever used in my life. It's lasting power is about 15 to 30 minutes at best. My friend agrees. It's embarrassing that you are selling a cologne like this for $100 at the store.

Desired outcome: I want to know what you can do for us. Can we send these bottles back to you if you give us a label? There needs to be some quality control here. Ideally -- we would like to be sent new bottles of a fragrance that actually lasts.

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3:18 am EDT

Burberry Group Burberry bag limited edition

1. Purchased the Burberry bag at Burberry Valley Fair store in CA, USA, Dec 2014.

2. After few years (bag is hardly used) we noticed of zipper buckles oxidizing.

3. In 30/7/2019 - Emailed to 'asia.[protected]@burberry.com' complaining on the oxidizing zipper buckles. We were advised to contact a local Burberry store in Australia.

4. With job relocation and Covid 19 pandemic wasn't able to contact Burberry Australian not until 24/6/2021.

5. Burberry Australia told us to go to a third party bag repairer for $400 at our own risk. We insisted that this a plating problem and Burberry should shoulder the repair cost and guarantee not to damage any part of bag during repair.

6. We've been in discussion with Burberry Australia for almost 4 months and even contacted Burberry Europe but Burberry is very hard on us and want us to pay the $400 repair cost with the 3rd party repairer, and that we declined.

7. We cannot use this bag because of that ugly zipper buckle which is fully exposed to the public. (There was an occasion that we used the bag, and we were asked that if it was a fake Burberry bag, it was an embarrassing situation).

Any help to get this bag repair is much appreciated. Thank you.

Desired outcome: This is a faulty plating on the zipper buckles (contamination embedded in the plating). Repair (replace or re-plate) the oxidized zipper buckle at Burberry cost.

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Update by Oxidized Buckle
Mar 23, 2022 3:34 am EDT

Nice and expensive bag but ugly zipper handle

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Is Burberry Group legit?

Our verdict: Complaints Board's thorough examination reveals Burberry Group as a legitimate entity with notable strengths. Despite a 24% resolution rate on customer complaints, which invites a closer look, Burberry Group stands out for its commitment to quality and security. Clients considering Burberry Group should delve into its customer service record to gauge compatibility with their expectations.

Burberry Group earns 94% level of Trustworthiness

Perfect Trust Endorsement: Burberry Group achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Burberry Group. The company provides a physical address, 22 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Burberry.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Burberry Group and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Burberry Group's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 24% of 0 complaints were resolved.
  • We conducted a search on social media and found several negative reviews related to Burberry Group. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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3:09 pm EST

Burberry Group Umbrella

I would like to start off by saying that I purchased a lot of items from Burberry over the years. A few years ago, I purchased a small Burberry umbrella that was a perfect size to fit into my bag. I already had the large one, but wanted a small one as well. After I used it a couple of times, it broke. The umbrella was defective because the metal piece that holds the fabric broke off. I went to the store right away to get it repaired ( all high end company’s repair their products and no one even asks for a receipt) I was told that they do not repair umbrellas and basically told me to leave. A few more times I went to the store and had a horrible experience. The staff was always rude and made me feel embarrassed. They looked at me as if I were a beggar off the street. Not once did anyone tell me to bring the receipt for an exchange. I even asked my mom to go to the store and she had the same horrible experience. After that, I never wanted to go to any Burberry store . A few years later, it looked like the company made some changes, so I decided to bring the umbrella to the Soho store. When I walked in, 3 associates were standing around doing nothing. I came up to them and explained the situation and that I needed to repair my umbrella. Again, I was told that they do not do repairs. I asked to speak to the manager, and to my surprise the manager was one of those 3 associates that herd the entire story and said nothing until I asked to speak to a manager. She told me that they do not repair umbrellas. I asked her to take a look at my umbrella so she can see that it was a factory defect. She made a face and said ew, I’m not touching someone’s old stuff. Afterwards, I called customer service and explained the situation. The girl from customer service emailed me a few times and told me that the store has to make the decision. Three weeks passed and no one called me back. I emailed the girl from customer service to follow up about my case. I got a reply from a different customer service agent telling me that he’s taking over the case and since I no longer have a receipt, there’s nothing that they can do. Basically the company is not taking responsibility for selling defective umbrellas . The store keeps saying to contact customer service, and customer service tells you to go to the store and show the umbrella. Yet when I tried to show the umbrella to the store manager, she said ewww and refused to look at it. I called customer service and spoke to Daisy the supervisor. Again, I explained the situation . Her reply was that they need to see the umbrella to determine if it was a factor defect. I explained that I already submitted pictures to customer service and she can go back and look. Instead of looking at the pictures, she tells me that I have to take it to the store and that she can’t help me. Burberry is a horrible, dishonest company that sells $320 umbrellas that break and doesn’t repair them. It was a complete waste of time calling customer service because they are NOT going to help you. At the very least, recommend a place that will fix the umbrella. I would love to return all the Burberry items I purchased over they years because I can’t stand to look at them after the experience I had. I have never been treated this way in any store. The reason I buy luxury items is because of the quality. When you buy luxury items, you expect them to last. And if they do break, I always had them repaired at the store without any issues. Gucci, LV and YSL even ship it back to you . Even small privately owned shoe boutiques do repairs.

Desired outcome: I wanted you to fix the umbrella. But after all the horrible customer service that I experienced, I would like to get an exchange. I would like for you to exchange the umbrella.

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12:03 pm EDT
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Burberry Group Customer service

I have spent tons of money around the world at Burberry! But never have had the horrid experience as I have At The Houston Galleria store! It started 3/18/21 When I purchased items only to get to the gas station and my cc was missing. Thinikng where I spent last, I call Burberry only for them to tell me I forgot to sign receipt and yes they had my card. Hmn but didn't you walk me to the door and hand me my purchase and delightfully said have a great day. Weird. So I had to go all the way back from Sugarland! So two days later 3/21/21 I wanted to buy my mother a few things before I left back to LA (she loves Burberry) I return to the store before and spent around 2800 this time. I get home and the glasses I purchased are missing! I call at least 8 times around 12 pm opening hour. I wanted to catch them early to solve this because yet again, I have to drive way back over there for their mistake! When I finally get someone around 12:20 she says the manager will have to call me back she was at lunch (wow but you just opened at 12pm but ok) So No call all the way up to 2:30. So I began calling no answer finally again around 2:45 someone again answers and says Allison the manager was out to lunch. So I said that's what you said 2 hours ago! Suddenly she says oh she is in the office let me get her. Now normally I go through (manager) Aveyah every time I come to Houston because she knows my track record and she has ALWAYS given me VIP treatment and goes over and beyond! But unfortunately she was on vacation. So, I get someone named Allison she gets on the phone and I explain what a hard time I'm having at this store and how unconvincing this is to me and that when I called to solve this I kept being put off. I said, "my goodness how much can you possibly eat." meaning every time I called they said you were out to lunch!' Allison must have taken my sarcastic joke personal or maybe she does eat allot, I'm not sure, but she hung up in my face! Rude! Rude! When I called back she started screaming she had my glasses as I asked her did you just hang up on me? So I let her know I'm on way to return everything! I simply packed up all my mothers gifts and took them right on back and got my 2800 dollars and spent it at Fendi! No manager should ever hang up on a paying customer! Especially if I was not rude to her nor was this a problem I created! Not sure what Allison's issue was if anything I should have had the attitude being that they seem to have memory loss over there! I will never return to this particular store due to the rude and dreadful experience Allison displayed! I deserve an apology!

Desired outcome: An apology

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5:32 am EST

Burberry Group white shoes

I bought my shoes from your store which is in palladium mall on 5th feb 2020. And wore once on my birthday on 6th feb 2020 because of the black sole I am getting black marks on my shoes. I tried hard to clean that black mark with shoe cleaner but the marks didn't vanish off and than soo I gone to the store where I bought that shoes than I had conversation with your staff member domnic desouza ([protected]) n he is like I did my best now I can't help you. Wowwwww great I dnt want to lisen that's soo mean of him. So I just want you to replace my shoes. Attaching bill n pics of my shoes

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1:05 am EST

Burberry Group customer service.

On the 25th of October, I and my partner visited the Burberry store in Manchester city. I was in need of a new coat as my present Burberry trenchcoat is looking a bit worn. I have to say that the shop assistant who dealt with me was very good at his job. However, after spending well over an hour in the shop, I had finally settled on the trench coat I was to purchase. The problem occurred when we got to the till area, the assistant was just about to wrap my coat when I spotted a flaw in the fabric on the arm of the coat. The assistant took it away to try and remove the mark to no avail. At this time I had already paid for the coat. As I and my partner had spent so much time choosing the coat and my heart now being set on it I asked the assistant if a discount would be a possibility. With this he went downstairs to ask the relevant person. He then came back and offered me a five percent discount. I found this very low under the circumstances and suggested a ten percent discount. With this he went down again, when he came back he informed me that the female assistant would not discount the coat any further. I just felt very annoyed with not only the time wasted but the fact that the money had already gone out of my account. This problem could have been spotted sooner if the lighting throughout the shop was adequate. My main issue however is the lack of give from the shop assistant on the floor below. I have a busy schedule and felt very aggrieved at the time wasted in the shop.

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Update by Sharon Stonier
Nov 10, 2019 1:07 am EST

Don't need to.

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1:57 am EDT

Burberry Group polo shirt

I purchased a polo in Chicago for $319 and worn it twice. My partner noticed 6 or 7 snags in the back. I got very insecure and when I took it off I realized the front had a giant patch on it with snags and piling like someone took a shaver to the shirt. I was very pissed and when I took it back to the store they claimed that my bag caused the ware. Excuse me [censored] but I'm pretty sure my $1700 bag wouldn't damage a shirt in that way. I have piqued cotton shirts from bonobos and other companies and have worn it with my bag and have experienced no piling nor any snagging. So we traded it for another polo which was about $100 more expensive. I brought it home and it already magically has snags on the front already. Who the f**** sells a polo for $425 that acts like a cheap knock off. Will never buy from Burberry again. I will stick with Versace, Gucci, and louis Vuitton because atleast they make quality items that won't break after one evening out. :)

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4:41 pm EDT

Burberry Group customer service: sales / supervisor agent: bianca and department manager: rosanna kwan.

We celebrated my son's 20th birthday in New York. We are from Beverly Hills . California. At his birthday party My son received among other gifts, a hat from Burberry . We celebrated his event in a restaurant in New York. The party was at 8:00 pm. The hat was purchased at 6:00 pm from a Burberry store in New York. After he opened his gift at 9 pm, he gave me the box and ask me to return the gift as the hat was not his style. I took all his gifts and after my return back home, I called the nearest store to my house and asked them about the return policy. After checking the item number on the gift receipt, they told me this item was not purchased on sale, and since full price was paid for it, they can make a full refund . I took the item to the store. Upon my arrival, Bianca approached me rather with a rude welcome asking me what do I need . I explained about the reason for my visit and my prior phone call, and gave her the bag. She asked if the item was bought on line or on sale? I replied and again explained the situation. She took the item and said they have to inspect it in the back. After 7 or 8 min, she returned saying the item was used! I asked them if they sell used item in the store. She said no. So I told her that the hat has the tag attached and that I myself had the item the whole time and the item was purchased two hours before the party. The item looks very new to me and that I dont see why she would make up that story. Again she insisted that the hat is not resalable and return cant be done. I know for a fact that every thing she said was wrong and that the brand knew hat with a tag has been at my possession the entire time and looks very much like a hat on the shelves. I told her that and then asked her for her name . she at first refused then when I insisted and asked for her card she went back to the back again to get a card.. Again took her another 10 min ! Then she returned with a generic store phone and address . I told her but this doesn't have your name. You are the manager and you dont have a card? So she said my name is Bianca . I asked her to write that down. At this time another female walked from the back and started very loudly telling me they are running out of cards. I Asked her what is her position, which she replied she is also a manager. I got her card too : Rosanna Kwan . They were acting very unprofessional screaming and rudely approaching me. Again I asked them why they are so nervous and that they are really acting bizarre: Unprofessional is an understatement.
In my past 22 years shopping on Rodeo Drive, I have never witnessed such unprofessional and out of place customer service. This is a very small minimum item, but these type of customer service does not match the rest of the shops on this iconic street. I understand Burberry is new in town, and that they had a recent comeback, but the customer service, and the work force is definitely not a match to next doors power players ! What a shame. It took me long time to write you this detailed review which if looked into might help Burberry to not go under once again.. The minute I walked into that store and Bianca rudely greeted me I knew I would never shop there. The experience is everything and the people presenting the products are crucial. You might get the casual shoppers once in a while, but the people who reside permanently in the neighborhood and shopping daily for all occasions in their lives need much more sophisticated helpful agents than those who are looking for a quick sales.

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1:48 pm EDT

Burberry Group handbag

I just very upset with the service of the customer service relation Shane and manager regarding my 2 handbag purchased in the store. I bought 2 same kinds of bags for me and my mother for mothers day present . One of the bag came with design strap and my mom was telling me that her bag did not came with it. Today I call in and Shane ask me to return the design strap because he said it was not supposed to come with it. I felt that the manager should handle this matter better instead of ask me to return product immedietly, I felt that they made mistake and I was accuse for not being honest. I will not buy any of your products anymore.

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2:34 pm EST

Burberry Group the noose/hoodie ensemble

I was appalled at the "noose/hoody" ensemble that Burberry recently produced. The ensemble was insensitive, and as an African American, I find the ensemble especially offensive.

What would make Burberry produce such a callous ensemble? Notwithstanding the racial implications, the ensemble also mocks the issue of suicide.

I have been a Burberry customer for over 8-10 years. I am unsure if I will remain a customer.

Sincerely,

Sean E. Dandridge

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Update by Sean12
Feb 20, 2019 2:35 pm EST

I don’t have any updates.

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2:00 pm EDT

Burberry Group replacing hardware without consent

I brought in my Burberry bag to get a hardware replaced - the hook fell off so I couldn't close my bag anymore.
When I picked it up 3 weeks later, they replaced the hook to a button buckle which was not what I was told would happen.
I brought it to their attention and they admit that they should have contacted the client before replacing the entire hardware. They replaced it to make it functional but completely changed the design of the bag.

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9:04 am EDT
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Burberry Group defective product

Hi - I am Noura Antoun and I am resident in Dubai, UAE. I bought a Burberry shawl from Galerie LaFayette Bld Haussman in Paris on Sunday 14 October 2018. I remember it was a display item and it was the last piece in the retail. However, when I returned back to Dubai, I realized that the item is defective. There's a scratch in the shawl next to the Burberry tag.

I am very disappointed as the shawl was very expensive, and at the same time I cannot go back to Paris in the near future to exchange it. Note that I still didn't wear the shawl, it is still a brand new item. I am attaching few pictures for reference.

Please let me know if I can refund or exchange the shawl in a local retail in UAE. I am not happy because it's defected and I am not able to wear it.

Please advise asap. Thanks
Noura
+971.52.677.4712

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bh90200
Beverly Hills, US
Aug 14, 2019 8:18 am EDT

Yeah right... It's impossible that you've bought that item and not noticed that it had that bad tear right away! You damaged the product yourself. You are responsible to repair it at your own cost. Stop scamming companies.

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7:01 am EDT

Burberry Group suit alterations

Hello there,
I am incredibly dissatisfied by the service I have received at the Burberry store in Knightsbridge. I bought a suit that was for my graduation, so it was rather a special occasion. The suit was fitted and altered. When It was being fitted, I specifically asked the young man to turn up the trousers on the suit with space for me to take them down. This would allow me to keep the turn up style that I prefer, but still with material to take them down if I so wished in the future. As I said, this was an important event and I gave Burberry more than two weeks to complete the tailoring to a good standard. I came back close to the graduation date to find the suit had been tailored wrongly - without a turn up, with material cut to short for the turn up to be incorporated and with enough space to take the trousers down if I need to. I'm incredibly angry. The fact that your staff think that an acceptable response was simply an apology. I've spent money on a suit and I come to Burberry for quality and for 0 mistakes. Yet I have left the shop worse of as a result of your employee's negligence. I then spoke to the manager about the issue, to which I was made to seem like the unreasonable party. Anika told me that she would try to source a new pair of trousers and that she would get back to me by the end of the day via text, failing to do so she would definitely have the issue resolved within the week. I head nothing that day, and nothing three weeks later. I am now not only annoyed that your staff do not care that a customer has spent a lot of money on a suit, which due to their negligence has left me in a position where I've now lost the investment - as a long lasting item that can be further tailored if needs be; but I'm also disgusted that Anika herself has written this issue off and has simply said ‘we've said sorry, that's it'. I'm a loyal Burberry customer and this has been the worst experience I've had. I had to take the suit that day because I needed it for the Monday, three days away with no time to have another suit altered.

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4:10 pm EDT
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Burberry Group customer service

Hi,
Please pass the message to your managers who's able to resolve my issue cause I want to complain one of the customer service agent name Dario and your warehouse in Canada. I purchased a rain boots (order number #4048031), but the warehouse sent me the wrong one and that's got confirmed from Dario (I did attached pictures to show her). This mistake was created from your company but looks like your company doesn't want to take any responsibility to resolve it. Reasons from below:

1. The warehouse must check and confirm before ship out the order.
2. Dario is keep telling me to return the wrong item but that's not the way to resolve my issue cause I'll lose my favorite style item but no correct item to replacement. Also, lose my time to do the return. Then your company have big responsibility to find the different way to resolve my issue. If she doesn't know how to resolve then should ask any manager who's able to help. That's fully her responsibility.
3. I replied her email at last Thursday May 24, but I never receive her update reply till today. Your company providing the good customer service is ignoring the customer when your company made mistake? Please advise.

Thanks
Carmen

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6:10 pm EST

Burberry Group models on burberry website

What's wrong with your models on this website? They look like they are high on drugs, unhappy, and malnourished. Please take a look at your models. Maybe the photographer telling them to look serious, but it comes off as unhappy and high on drugs! I asked several other people to take a look at the models and they all agreed and were in disbelief. Please re-evaluate pictures placed on your website.

Concerned costumer

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6:23 pm EST
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Burberry Group broken spray pump

hi, my name is Andre carter i purchased a bottle of Burberry cologne from Burberry on November 20, 2017 for my father as a birthday gift and realized the spray pump did not work 3 days later when my father tried to use it i immediately tried returning it, but was unable to do so cause the receipt has been misplaced i'm contacting you guys in hopes to get one in working condition. Thanks

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2:34 pm EDT
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Burberry Group buckle for a trench coat

I visited the Burberry Store at SouthPark Mall in Charlotte, NC. I took my trench coat in with me to order a buckle as the cleaners lost mine. I ordered this buckle on September 12, 2016 through a employee named Christopher. My order number is [protected]. It's been a little over a year now and I have still yet to hear anything from anyone. I have called a couple of times and they always say that they will check but I never get a return call. As much as customers pay for your merchandise I would think you would offer great customer service. I am still waiting. What do I need to do? Please help!

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1:17 pm EDT
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Burberry Group burberry male after shave

My wife Nadine bought me Burberry After Shave at Malaga Airport on Saturday 16th September. It was E55. She was told that she would get a free gift. It was a set of small Burberry toiletries. When we got back it was a small canvas bag which we can't use. We would like the toiletries please. We are good customers of Burberry, indeed you are my favourite brand. Many thanks, Adrian Poole, 63 Grantham Avenue, Great Cornard, Sudbury, Suffolk, CO10 0ZG. [protected]

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8:14 pm EDT
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Burberry Group uncomfortable experience

I went shopping with my friend at Yorkdale and we went in Burberry to take a look. An Asian guy helped us. As my girl friend was trying out different clothes, the sales would touch her on her shoulders, back and hips which i found was very inappropriate. She also felt very uncomfortable, but did not want to make a scene as we rushed out. I think this was unacceptable.

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