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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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4:26 pm EST
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Burberry Group poor service provided by your staff

I am totally disappointed by the service provided by your company staffs. I purchased a watch from London heatrow airport last year September and accidentally dropped and broke the glass. When I first walked into Burberry outlet in The Gardens Mall, the staffs did not take initiative to serve me although there were more staffs than customers available at that time. Perhaps it was due to my poor looking outfit compared to the other fashionable rich female customers. I then approached a staff member which then refer me to another girl (I think I shouldn't reveal her name until unless I'm required to do so, naming her Ms L here). I requested her to quote me the price of repair before proceeding as I understand that faulty caused by human's mistake would not be covered under warranty. She then issued me a receipt with reference number: 02759 and I was asked to wait for her call.

I didn't receive any calls even after nearly two months and I'm sure if I just continue waiting, I will need to wait for another century for me to see my watch again. The thing I don't understand is why it has to take two months to just quote a price. If I send it elsewhere i believe with that period of time i would have already got it back in a nice condition. Without further hesitation, I went to the shop again and on that visit i was asked to wait outside as drinks are not allowed in the shop. I stood at the shop entrance for more than half an hour and the answer I got from that staff was just: "Ms. L will call you tomorrow to tell you the status of it." Luckily this time I didn't have to wait for another two months, and Ms L really called and told that rm330 is needed to replace the glass as well as the stainless steel frame. I didn't want to take up this offer as I was informed that the materials used would not be from the original factory. So I requested to get back my watch and was asked to wait for her call when it is ready to be collected. After one week, I decided to call and reconfirm again if I can get it back soon and I was asked by another female staff to wait for ms L's call since she was on leave. Here goes another one more week. I wonder if I just blindly continue to wait, will I be able to get my watch back before it is totally outdated?

I really think it is time to reassess efficiency of your staff and repair service provided. I suggest that you can hire more staff if the current ones are overloaded by lots of works that makes cases as simple as quoting price like this pending for so long. I no longer see the professional, initiative and good promoting skill in your staff when I was buying bags in your outlet. Perhaps commission should be given to staff that handle warranty or repair service too to motivate them to serve customers who spend or to claim warranty equally good. I really hope that something could be done as I believe that a leading fashion apparel should provide an excellent service that is of good standard too. Thank you for your time and looking forward to get my watch back soon.

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airindia
, US
Jul 06, 2016 10:27 am EDT

I had purchased Burberry weekender perfume from Dubai duty free, it was in packing, of course, as i had smelt the fragrance from tester.When brought home in India, i opened it, i found that it was leaking from the joint and when pressed it was not letting the perfume come out.

Please advise what to do, as it is such a costly perfume.

Waiting for a positive reply from you.

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Noniee
, US
Jun 12, 2016 12:41 am EDT

Is very big company but very selfish, to start from the management and then the staff .
Went to bicester village to buy a bag for my wife the staff was looking very stress from management a very thin guy called nnicck and didn't give me any help at all or smile
I didn't like to do shopping at that environment with staff and how management treat they staff there. I got a bag in another shop and my wife love it.

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Noniee
, US
Jun 12, 2016 12:30 am EDT

Is very big company but very selfish, to start from the management and then the staff .
Went to bicester village to buy a bag for my wife the staff was looking very stress from management and didn't give me any help at all or smile
I didn't like to do shopping at that environment with staff and how management treat they staff there. I got a bag in another shop and my wife love it.

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3:30 pm EST
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Burberry Group no order was ship

Do not order from this site http://www.burberryoutletcanada.ca/ you will loose money and will never receive the ordered product

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1:45 pm EDT
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Burberry Group racial discrimination

My daughter purchased a shirt at Burberry Troy. When she tried to return it with the original tags, brand new, and in the original Burberry bag, they smelled it looked it over front and back. Then said this shirt is used. The same cashier Litza, acts this way everytime we are in the store. I think it's racial discrimination!

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10:50 pm EDT
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Burberry Group bad and terrible service

I really felt offended at the burberry factory shop in london today!

I am from china and I visited london during october 3 to october 11 with a delegation to observe the 41st wsi in london. On october 8, I went to burberry factory shop at chatham place with three colleagues.

When we got at the counter to pay what we decided to buy, we were informed by the security guard that we were not allowed to buy anything there because of me! They said they told me that I should never go to their shop to buy any stuff again and as I failed to do so, so my colleagues and I could not buy anything there! I was so confused then and asked when I was told to be away from the shop. It was their company policy. They said it wasn’t the first time I was there. But actually it’s the first time I went to london and the burberry factory shop! What’s the problem?! Then they asked me to show them my passport. Fine! The security guard asked my entry time and exit time. It seemed he discussed with his colleagues and after a few minutes, he said we can buy those stuff in the shop!

I really feel offended by them. And I can see they found they made a mistake but that security guard did not apologize to me at all! Only the saleswoman said sorry to me twice but I know it was not her fault. She was just being kind. So I asked to talk to the manager. The manager said that the security guard was just doing his job. I understood. But I said, after he checked my passport and realised I was not the one on the blacklist, he didn’t apologize to me and didn’t admit it was a mistake! The manager expressed that it was not right that he didn’t admit the mistake and he would talk to him later. I was hoping that both of them will come to apologize to me because I deserved a sincere apology. But to my disappointment, both of them chose to disappear. So I guess this is the image of the burberry! That’s it!

Actually, I felt a little threatened by the security guard when my passport was required. And not any comfort was delivered after they made a terrible mistake. I really think it’s necessary to train those people how to be people and how to respect others. And I doubt the quality of service of such a good brand named burberry!

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yean
, MY
Jan 27, 2012 2:21 am EST
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I do agree with you. I was in Malaysia Burberry Outlet, at Garden Mall next to Mid Valley on Wednesday, 25/1/2012. Although, we dress a little casual but the eye contacts from the sales representative was bad. They look down on us at the beginning and my daughter age 4 was scolded harshy till she cried. No apology was made despite confrontation from us and the security officer; instead they insist that they are right. Perhaps, they do not know WHAT CUSTOMERS SERVICE MEANT? Without doubt I cancel my purchase on the spot though I already paid for. In fact they were trying to gather whether we are tourist from rich nation. But I told them that I am from a humble middle class earner from Klang Valley. It is absurd to have such a poor customer service attitude for a high profile brand "Burberry". My view is, if something is not put in order this brand will only meant for the rich and high profile and discriminate the middle class earner.

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6:20 pm EDT
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Burberry Group burberry earmuffs

Need help researching for information when it comes to Burberry Earmuffs? Look no further! We work to provide informed, regular guidance and powerful information!

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10:57 pm EDT
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Burberry Group refund

Caution: My experience with FragranceShop.com
I'm writing about my experience with FragranceShop.com.  
I'm only stating facts: 
I purchased from FragranceShop.com back in January. The item I purchased pictured a 3 piece set with a white carrying case. When my order arrived there was no white carrying case just a cheap plastic box. So, I contacted the company and let them know their advertisement was misleading and that I wanted to return the item. I sent the product back within the 30 day return policy. FragranceShop.com received the return on Feb. 18th it is now Apr. 16th. I was never issued credit for the return. I had to file a dispute with the bank. Then FragranceShop.com submitted false information to the bank claiming they didn’t issue credit to the Mastercard card I used for the purchase. They issued credit to an Amex card ending in 1001. First of all, this was my first purchase with this company. I have never used any other line of credit  with them only my Mastercard. I don’t even own an Amex card. I'm so confused on where they got this information from. I dealt with Natazia the "Customer Service Consultant" at FragranceShop.com. At first, she seemed very helpful but after I tried to explain to her that they issued credit to the wrong card. She cut off all communication with me. Then submitted false information to the bank to avoid issuing credit. The bank reversed the charge in their favor. To reopen the existing dispute I had to provide in writing proper documentation supporting my claim. I also included a copy of the original invoice, tracking information and all my email correspondence with this company. To date I have yet to receive my credit for the return. FragranceShop.com kept the return and my money. Hopefully, the bank reviews my letter and reverses the charge back in my favor. This is so frustrating all I want is my money back. I'm writing this complaint just to warn any potential buyers to BEWARE! 

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WTFYI
Tacoma, US
Apr 16, 2011 11:51 pm EDT

Check the BBB Fragrance Shop has an F rating. I wish I would have checked before I placed an order.

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12:44 pm EST
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Burberry Group poor quality of boots

I have brought a pair of boots of Burberry in Bicester Village London on 10/11/2010, merchant I D is 4664678. I only wear it on limited occasions, however only after one month, the logo on the boots were dropped off. I have written email to them at [[protected]@burberry.com], but they only told me that I can return it within one month however I missed it. I required agaom to them for repair it or other solution they may have. But no response any more. I am so disappointed with their attitude, not mention the poor quality!
I also told them that I want they to find out the item code/article number of the boots which I brought, so that I can ask for help to Burberry in China. Disappoint again! They haven't make any response to me no matter I sent more emails to them!
I hope I can get help here. My contact email is [protected]@hotmail.com or laura.[protected]@tycoelectronics.com.

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Deepblue61
Hamilton, CA
May 27, 2014 3:45 pm EDT

Burberry will be getting downwards in no time. With its poorest service no one is going to visit its store anymore.
Don't but the stuff from Burberry!

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Jacksie 18
, QA
Aug 26, 2013 7:30 am EDT

It seems that they are selling very low quality goods at very high prices. My bag looks terrible and they will do nothing about it at all. My bag only looked good for a few months, I have receipts etc... but they refuse to exchange or refund. I also have had problems complaining to Burberry complaints. Never again.

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5:47 pm EST
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Burberry Group they won't provide garment bags

I purchased a coat for 1800.00 through the website. They didn't include a garment bag. I inquired about getting one as I've gotten coat bags through other retailers for coats that cost a fraction of this price. A month later, they finally told me that they won't provide me a bag.

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HJ Li
Champaign, US
Apr 11, 2011 6:11 pm EDT

my online order has been in processing in more than one week and still haven't been shipped ! i wrote 3 email, the first one said my order is ready for ship just wait for UPS to pick up, the second one said my order has stuck in processing due to a glitch~the third one~they didn't email bac at all! then i made one call, they said it still stuck in processing and what i can do is just wait! when i ask it there anyway to change my shipping method from standard ground shipping to next day shipping they said NO!it is so annoying and i will never buy any thing on Burberry offical website again!

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badboyvan
Vancouver, CA
Mar 05, 2011 9:06 pm EST

Oh you poor dear... that sounds like a total consumers nightmare. My heart and prayers go out to you. Oh wait... No... my heart and prayers go out to the millions of starving people living in poverty, and to the planet that we are slowly poisoning with all our crap.

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3:10 pm EST
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Burberry Group return policy

I purchased a jacket online with Burberry and returned it 28 days after I received it. Burberry sent the jacket back to me more than 2 months later without any notice, stating that their 30-day policy begins when the item is sent from the warehouse. I was shocked that they hold consumers responsible for items that aren't even yet in their possession. With Burberry, shipment takes at least 5 days. Of course, I thought that the timeline started when the product was delivered to my house. Their return policy is inherently unfair and misleading as it's not actually a 30-day return period, but 25 days or less.

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Update by pombora
Jan 08, 2011 5:44 pm EST

No, they don't include return shipping time. That's ridiculous. It takes 10 days to get back to them using their own smart label.

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5:44 pm EST
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Burberry Group paid bag never received it

I bought a handbag, supposed to be a burberry's python leather one, on the following web page: http://www.burberryoutletonlines.com/. I bought it saturday 11th, I didn't get any mail which confirmed my purchase, however, I paid it with my visa and tctechnology putian ch charged it that same day. I am used to buying things on the web, never had a problem and this time everything seemed strange from the beginning. I've sent them several mails and didn't get and answer and I have just found out this complaint web page where i've read this same situation that has happened to other people. I've lost 178€, about 200$. Is there anything I can do? There are other burberry outlet pages similar to this which are the same freak: http://www.burberryoutlet-uk.com/, http://www.burberrysuk.com/, they are all the same. I feel terrible, and very stupid. It's been not even a week since I placed the order but, after reading the opinions of other customers, i've lost any hope I will receive the bag.

Hope everybody reads these experiences and do not commit the same mistake.

Angeles from spain

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Update by Angeles Alma
Dec 17, 2010 6:14 pm EST

Hi Mellen67!

You are absolutely right and I've learned the lesson! Already spoken to my card holder and everything is Ok, I have to place a report at the police and the card insurance will pay it back.
Thank you for your comment.

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vale from italy
, IT
Feb 05, 2011 3:47 pm EST

Oh my God! I've spent € 153 = $ 206 last week from this web site. The confirmation mail has arrived, but after this... the void! I also tried calling the number, but my provider said the number does not exist. I' ll wait till 15 days are passed and then I want to report this to the burberry official website, so that nobody else can lose his money. I hope my credit card insurance will pay me back.
Thanks for the advice

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8:55 am EDT
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Burberry Group bags

Dear madame and sir,
I am Azza EL SAidy. An egyptian woman, and i have a complaint to say to the big and the famous burberry store. In 30/9/2009, i bought a burberry bag from the free zone of charle de gaulle airoport in france and one day i found a big blue spot on the tow sides of the bag without any reason so i went to Kuwait and i ask a specialist in the burberry magazin and unfortunatly he told me that there is no cure because this spot came from a bad reaction with clothes and the bag, he added that this is a common complaint also in kuwait . Now i ask the burberry sotre how come a bag with 250 euro can be damage in this way konwing that there wasn't any instructions when i buy it, where is the customer rights and how you protect customers?!.
I ma waitting for any reply on my email([protected]@yahoo.com)
Best regards
azza el saidy
25/5/2010

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5:31 am EDT
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Burberry Group jacket cleaning

I purchased a Burberry Jacket from one of your outlets at Freeport Braintree December 2008.
I only wear it on limited occasions, above the collar becomes very stained and "grimey". I also wear a Lacoste jacket of similar material without any "staining".
This jacket has been dry cleaned 3 times but becomes stained very quickly after dry cleaning.
I would expect the appearance of a quality manufactured jacket from Burberry to last longer than two or three "wearings" before requiring cleaning.
I have attached a picture of the jacket collar area.
Look forward to suggestions to resolve the complaint/problem.
Emailed to Burberry 31st. January

Reply 17th. Febuary

Thank you very much for your email. Please accept our sincere apologies for the delayed response.
Consulting our quality department for quality control, we have been advised that this staining is wearing tear rather than manufacturing fault.
After every dry cleaning, the fabric of the jacket is usually fading, since dry cleaning destroys the fiber. This is the reason why the jacket would stain more and more easily after each dry cleaning.
Usually, Burberry's dry cleaner is reproofing jackets and trench coats after dry cleaning in order to protect the fiber and make it more resistant against stains.
Regrettably, we are unable to help with the jacket, since it is out of Burberry's one year warranty.
We sincerely apologise for any inconvenience this may cause to you.
For further assistance please contact our customer service associates on +[protected] or email us again at [protected]@burberry.com

Kind regards,
Customer Services Advisor - Retail UK/Europe.

My responce

If your quality control department is admitting to fading because of dry cleaning,
why oh why do you use material that requires dry cleaning!
I am not happy with your explanation, I am an active subsciber to Which magazine, I am considering involving their expertice in the matter.

Looking forward for an acceptable solution to a problem that should not be evident to a "leader" in fashion apparell.

Reply 4th. March

Dear Mr. Stewart,
Thank you very much for your response and please accept our sincere apologies for the delay of our response.
Please be assured that we treat all complaints very seriously and that the appropriate action will be taken to ensure that this matter is being investigated.
Furthermore, we have contacted our Quality Assurance department at our head quarter in order to seek a convenient solution to this incident. The Quality Assurance department has advised us that they would like to take a closer look at the garment.
Therefore we would kindly advise you to send the mentioned jacket to our Quality Assurance department
They will inspect the jacket and will provide you with feeback as soon as possible.
We hope this meets you well.
For further assistance please contact our customer service associates on +[protected] or email us again at [protected]@burberry.com
Kind regards,
Customer Services Advisor - Retail UK/Europe

Phoned again 30th. March
Once again promises; refuse to give contact details of supervisor

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JessTan
, SG
Dec 12, 2013 1:01 am EST

I was ordering a jacket directly from one of Burberry branch in Singapore in order to save shipping cost $40. But I was so disappointed with the service i get from Burberry customer service and the branch service. Burberry customer service wrongly placed my order, giving me wrong information about the product and i should come and go to the burberry branch for 5 times to settle down the purchase. It supposedly delivered to the store since i know i wont be at home during the delivery take place. But then the delivery company, UPS delivered it to my house and give the wrong information everytime i call to the customer service. REALLY DISAPPOINTED! E-shopping should make our shopping more easier but it seems another way round.

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audreysiew
, MY
Apr 22, 2014 8:37 pm EDT

First round I have bought a men's belt around rm 500+ and a handbag small bidle house check tote bag rm3, 450.00. After 1 week went to KLCC to fix the belt due to the side open in to two. When I received the belt, OMG I cant believe the workman wrk. They only glue the open side and the glue stain is at the behind of the belt, patches, patches. I took back and return to KLCC and there is no more stock. So KLCC staff ask me to change another item. OK I have change to men's short sleeve.
Then after that my bag only wear for 2 weeks there is bubble on the side. I have to go to KLCC again to check. They took my bag and call me back and told me I can exchange for another bag. i wanted the same bag but no more stock. So I have no choice again to choose another bag. I want to choose the same price but there is no bag that I like. I ask the advisor when is the due date to change the bag. He mention 2 days only. But there is no bag that I prefer at the same price. They cant refund the money to me. So at the end I have to choose the Leather small signature grain hbo bag and it cost me RM5695.00 I have to top up money again. So I did ask the advisor why is the worksman ship so bad. The reply I get is I ONLY SELL THE BAG, I DO NOT DO THE BAG. OMG... such a branded out let and I get this service. Nevermind. after 2 days I went back to KLCC again coz the shoulder strip thread coming out. I have to change again. and I ask he advisor again, if the bag other things coming out and I need to return I m not going to change. I want REFUND. Coz there is no more bag that I like, Don't tell me I have to top up again. Advisor say that This is not they policy. I have to refer to the head quaters. This IS REALLY BAD. The Service and the WORKMANSHIP. PLease advise. If anything happen to my leather bag like the thread or other things want can I do. I have no confidence already. Please advise. This is very serious for me.

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Shiuan
, MY
Dec 07, 2011 8:36 am EST

I bought from your esteem brand handbag at Pavilion Kuala Lumpur outlet and the sales person did informed to me, I may send my bag for "Polish service " at any Burberry outlet in the world. So disappointed that my request had been turned down when i came to Ho Chi Minh, Vietnam outlet . The staff informed to me, they don't give any polishing service !?Kindly advise!

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2:33 pm EST
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Burberry Group - bad experience

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...

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