Business Profile

Fashion Designers

Burberry LTD.

Headquarters

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Complaint Details

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Initial Complaint
02/11/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As an experienced high-end shopper, I had a highly unsatisfactory experience at the Burberry store in **************** while attempting to get a "shoe refresher" for my $1,500 shoes. Instead of being returned in improved condition, the shoes came back duller, scuffed, and creasedworse than before. I suspect the shoes were never actually sent out for servicing.Poor communication from the store team (Manager *******, **************** ***** and ***** who was present today) led to significant delays, with no timely updates despite multiple follow-ups. I had to travel from ****** to ******* to address the issue in person, incurring additional expenses, only to be met with dismissive and rude service. The manager deflected responsibility, blaming the shoe bags for the damage instead of offering a proper resolution.I am demanding a replacement pair and wants to file a formal complaint against the ******* Galleria Burberry team for their lack of professionalism and poor service, stating that this experience does not align with Burberrys brand standards.
Business response
02/11/2025
Hello team,

This will be investigated for case number *********
We will reach out to the customer for further query if need to be, as we are compiling information from the store.
***
Burberry **************** Manager
Initial Complaint
01/14/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear *** or Madam,I was writing to you regarding a recent purchase I made on **************************************** paid $1800 for six gift cards on ************************************** on Dec 17, 2024.Before my purchase I contacted the customer service agent to make sure that the maximum number of gift cards for one order was 6.After I received the 6 gift cards, I found out that Burberrys website could only take up to 5 gift cards per order. There was one extra gift card I had no use ****** loss because of Burberry customer agents false advertising.Therefore I contacted Burberry on Dec 23, 2024, and explained the situation. Burberry's failure to receive an appropriate response to this problem has prompted me to write directly to you. I would appreciate your assistance in resolving my complaint. I would like to receive a refund from Burberry of the full cost of one of the gift cards in the amount of $100.I look forward to hearing from you soon regarding my problem.Please contact me if you have questions or need additional information,Sincerely,******** **********
Business response
01/14/2025
Hello All,
This cleint has an active case ******** - Chargeback. The cleint placed orders and filed a chgarge back with the bank.
Order Number(s)
********* ********* ********* ********* ********
All gift cards showing below were used, therefore there is no harm in stating them here

#1 GiftCard **************** $500.00
#2 GiftCard **************** $100.00
#3 GiftCard **************** $500.00
#4 GiftCard **************** $100.00
#5 GiftCard **************** $500.00
#6 CreditCard payment $86.95 - Total $1786.95

There was a 6th GiftCard with $100, if the customer needs to place another order with, as it was unused. Not possible to refund as it's gift card.

''Please note, gift cards are non-refundable and cannot be replaced if lost or stolen.
If you would like to verify your remaining balance, please call ************ and enter your gift card number.''
Thank You
*******
Customer Servie Manager

Customer response
01/15/2025
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:
Its clear that I have been lied to about this; I was told that the maximum number of gift cards able to be used on one order is six, when it turned out to be only five. I wasted my money because I was given inaccurate information. I dont really care about that $100, but the whole situation feels very unfair. Unless I am given a proper solution, I will no longer trust / use this brand anymore.

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

Sincerely,

******** **********

Business response
01/29/2025
Hello team
The client has an active case ******** - Chargeback. We are awaiting on the internal team to confirm a chargeback has been reversed from the customer. Once confirmed, we will connect with the customer in next step.

Thank you.

***
Burberry **************** Manager
Customer response
01/31/2025
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:
Since the merchant still hasnt responded back with the correct solution, I will be waiting here for the next update.
Sincerely,

******** **********
Initial Complaint
11/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On November 11, 2024 around 10 am, we went to the Burberry store at the ******** location. We are looking for a specific jacket as a gift which we know our parents will like. The sales representative ***** ***** told us they no longer carry that jacket and she recommended a similar one. We do not quite like the jacket and we don't know if our parents will like it so we did not want to buy it right on the spot. We told her that this will be a gift and we are not sure if we want it today. she saw our hesitation and assured us that if our parents don't like it, we can be issued a refund at anytime. We even told her that we live in ********, which it will be highly inconvenient for us to return to the store. She reassure us that we may contact her and she can set up a mailing method for us to do the return. With her promise, we decided to made the purchase. After the purchase, she even urges us not to get the receipt since we can just call her number and start the refunding process whenever we want. After we send the gift to our parents, they do not like it and said it was a completely different series. After this, we contacted Burberry and ask ***** ***** if we can start the returning and refunding process. On the phone, she denied that she has told us that a refund can be made and that we have to go in person to do the refund. We felt highly cheated by this sales representative, she lied into us buying the jacket that we do not like in the first place. We urge the corporation to get the camera footage during the purchase as this behavior is not acceptable. We tried to call the store again and they hang us up 4 times and when they finally picks up, they cursed at us and hang up the phone. We were able to reach the management team at ******** after reporting them through the cooperation number. They still do not want to take responsibility. We want to request a return and refund for the purchase as promised by ***** *****, the sales representative during the time.
Business response
11/19/2024
Hello,
We have contacted the relevant team to assist and contact the client. The store will be happy to reach out and explore what options there may be.
Thank you
Customer response
11/22/2024
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]
Thank you for your involvement in this matter. We do not believe the Burberry store at ******** wants to resolve this issue. We have spent two whole days trying to resolve the issue with them last week and they either choose to hang up or curse at us. The higher management team called us only after we called the corporation number where they elevated the issue. However, they still do not want to help and only offer the exchange for the item despite one of their employees promising a refund during purchase. We do not want to be in contact with the store directly anymore as we think they do not respect us. Please let us know if you can resolve this issue on our behalf. Thank you for your time.

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

Sincerely,

***** ****

Business response
11/25/2024
The store's policy allows only exchanges for in-store purchases, but a one-time exception is being offered despite the lack of a receipt. The client has been informed that an exchange is the only resolution, as a refund cannot be processed.
Initial Complaint
11/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Burberry **************** Team,I am writing to express my dissatisfaction with the quality of a Burberry bag I purchased as a Mothers Day gift. Despite being handled with care and used sparingly, the lettering on the bag has already begun to fade and disappear.Given that this bag is a product of Burberry, a brand known for its superior craftsmanship and luxury, I am deeply disappointed. I selected this bag with the belief that it would embody the quality and durability that your brand is renowned for. However, the rapid deterioration of the logo is unacceptable, especially for a premium product purchased for such a special occasion.Due to the poor quality and the fact that this issue occurred despite proper care and minimal use, I am requesting a full refund for this purchase. I have attached a photo of the bag to illustrate the issue and would be happy to provide further details if required.I trust that Burberry will stand behind its commitment to quality and customer satisfaction by processing this refund promptly. Please let me know the next steps to facilitate this process.Thank you for your attention to this matter. I look forward to your response.Sincerely,***** **********
Business response
11/19/2024
Hello,
We have created a case in customer service to have a quality assessment. They client has not contacted previously.

*******
Customer Service Manager
Customer response
11/25/2024
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 .
They opened a case but havent heard from them since.the company is not responsive .only bots are answering

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

Sincerely,

***** **********

Business response
11/26/2024
Hello,

I will reach out to the customer with the case assigned to assist further with a solution.

Thank you.

***
Burberry Customer Service
Initial Complaint
10/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been emailing as I bought the jacket and it has stitching issue it was also stained. I have had no resolution with customer service and want a refund. I have already provided pictures and a receipt
Business response
10/11/2024
Hello All,
The client still has an active case ******** - Defective jacket. We are still in the process of the quality assessment. The client needs to have patience while we resolve this issue.
Thank you
*******
Customer Service

Customer response
10/14/2024
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:I

I have been misled and have been mistreated by your customer service department. I spend alot of money on a jacket that has a stain and threading coming apart. From the moment I noticed this I reach out as this was suppose to be a surprise birthday gift. It has been a real disappointment. I am asking for a full refund it has been a stressful purchase. I was unable to give my sister the gift it is unacceptable and I only noticed this upon my return from the trip unfortuantely . Any human being would be upset, the company needs to do the right thing and return the money. The jacket has not been used the tags are still attached on it. I have been waiting tried to be patient and have waited but I have also spend alot of money for something that I am unable to give out for what should have been a special birthday gift.

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

Sincerely,

********* **********

Business response
10/24/2024
Client has an active case ******** - Better Business Bureau Complaint. The client needs to be patience as cash refund can take up to 8 weeks to be processed and has yet to return the item.

Customer response
10/28/2024
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: Thank you for the reply but I am still waiting to resolve this issue and it seems that the process is taking long. As long I receive a label to return the product and get my refund.

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

Sincerely,

********* **********
Initial Complaint
09/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a $500 gift card from Burberry website several years ago. Recently, I was told that the card is no longer active, and I can not use it anymore. There was no prior warning to me that the gift cards would ever expire, and no warning written on the card itself. I'm not sure this is even legal.
Business response
09/12/2024
Dear Team,

I was very sorry to read about your experience with your gift card and Id like to thank you for taking the time to bring this to my attention.

After looking into this issue further I am sorry to confirm this gift card was loaded and used. Gift cards are treated the same as cash and we do not have any available options for you at this time. The client reaches out in case ******** and has been told this info. Please see attached screen shot.

Please do not hesitate to contact us should you require any further help or information.

Sincerely,

*******
Burberry **************** *******
Customer response
09/20/2024
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 never been to *******, neither have I purchased the bag in ******* Burberry Store. The gift card is with me all the time and never left my wallet. If it was stolen and used by someone else, then there was an issue with the security of Burberry's Gift card. Customers should not buy GC from **********************.

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

Sincerely,

** *****
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We went to Burberry at the *********************, and did a return on 05/12/24 for the amount of $657.00. We were told they could not give us a cash refund and that we would be receiving a check in 6 weeks. Which would be around June 23. I have called multiple times and they took down a message stating that the store manager would look into the check refund and would call us back. We are now coming close to 9 weeks with no resolution, and no callback. We went to the store on Sunda July 7th, and we were told that they would look into this during the week. Here we are close to another week with no response. Greatly appreciate your time and assistance. Thank you.
Business response
07/12/2024
Hello *****,
I will be happy to expedite the check for you. I will personally call and email you my details to ensue you have a point of contact from Burberry.
*******
Customer Service Manger
Customer response
08/23/2024
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:

Good evening, I am reaching back regarding the complaint # listed above because the offered resolution has not been provided by Burberry. I have not received the refund check yet.

I greatly appreciate your time & assistance.

Thank you,

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

Sincerely,

***********************

Business response
08/23/2024
Dear *****,
Please be advised that a check was issued to you on July 24, 2024. This check was shipped via *** and was delivered to a *** Access Point on July 26, 2024 and appears to have been collected by you on August 22, 2024. If you have not collected this parcel, please contact our *************************** by phone **************** and provide the representative with the reference number ******** in order to report this matter.
Thank you,
*********
Burberry Customer Service
Customer response
08/28/2024
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
06/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Exchanged a belt from a size small to a medium. They made me to return the small belt and repurchase the medium right away, which I did. I returned the small belt, however I never got the refund.
Business response
06/13/2024
Manual Refund processed 6/13 for the amount of ****** ARN ***********************

Customer response
06/13/2024
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
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been a loyal customer for over 10 years. I love their design and products but would only buy when they go on sale. I shop mostly online at Burberry.ca. In May and June, my online orders have been automatically cancelled by Burberry and I dont get the sales items I wanted and now they are sold out. I reached out to their customer service inquiring about this issue and was told I can no longer shopping online with this account and I must shop at their stores. They would not tell me why but I deserve to know as I did not do anything wrong. This needs to come with a reasonable explanation. Please help!
Business response
06/11/2024
Dear *******,
I apologize for any frustration or inconvenience you may have experienced when attempting to place an online order through ************. Please be advised that due to security purposes and previous claims related to your information, we are not able to proceed with placing an online order utilizing your customer profile details. You are welcome to shop in our Burberry retail stores but we cannot accommodate any online transactions. Again, our sincerest apologies for any disappointment this may cause you.
Thank you,
*********
Burberry Customer Service
Customer response
06/12/2024
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:

I have never filed any claims. Please request Burberry to provide their records to show that they were false claims. Thanks!

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

Sincerely,

******* ***************

Business response
06/14/2024
Unfortunately, looking into the order that has been placed I would suggest you contact the bank or use another method of payment. As the automated system has cancelled your order due to security reasons. We are unable to remove the security check on our website when placing orders.
Customer response
06/15/2024
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 contacted **************** on June 7th and they confirmed that there is no hold or block placed on my account for **********************. I can ask them to provide a written statement to confirm this. However, you cant just use automation for security reasons as an excuse. Please state clearly what security reasons you are referring to? Fraud? False claims? Its unfair to reject customers when you cant provide a valid reason that cant be supported and verified.

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

Sincerely,

******* ***************
Initial Complaint
04/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.

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