Fashion Designers
Burberry LTD.Headquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have returned the whole product to the merchant but it's been half a month since the day they received it and they still won't refund me. Actually, there was a dispute before I decided to return the product. However, I contacted the bank to close half a month ago and I asked the bank twice to send the notification to the merchant but the merchant kept saying they didn't receive any update and didn't refund. The attached file shows that I have returned the goods to the merchant, as well as the evidence of dispute and termination. I urge the merchants to immediately stop their negative attitude towards refunds and make refunds immediately.Business response
10/14/2022
Hello,
Thank you for reaching out to our team.
The order was disputed with the bank on 9/18/22 as an unauthorized transaction for having to pay the sales tax in the state of purchase ($16.10), however the valid transaction was delivered on 9/15/22. The item was then returned to Burberry for a refund. Since the client has initiated a dispute with the bank we are now working directly with the bank to resolve. The client contacted Burberry chasing the refund 7 business days ago.
If the client had not disputed with the bank the process for the refund would have been **** business days. With the dispute, we are unable to process any refund until the clients bank resolves the dispute which for some banks can take up to 4-6 weeks. We thank the client for the paperwork showing the dispute has been dropped and we have provided that information to our internal team to continue to monitor with the bank. Again, until the bank closes the dispute with Burberry we will not be able to proceed with a refund. This information has been communicated to the customer Oct 11th at ******, ******, ****** and again on Oct 12th at 8:pm. I understand that the process maybe frustrating and I apologize for any inconvenience that has occurred from client claiming a dispute with the bank.
My recommendation is for the client to escalate with the bank to resolve the case so that we are better able to assist.
I will note that the message from the bank "We've received your request to continue evaluating your dispute. After reviewing the information you provided, we determined that we've already considered this information or it was insufficient and we could not continue the dispute"
The message just states that the could not continue with the dispute and does not mean that is was closed. It is imperative for "the bank" to close the dispute with Burberry as a 1st and immediate step. Then we will be able to address the refund appropriately.
Customer response
10/17/2022
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 contacted the bank again. They said the dispute was closed on 9/22 and the merchant was notified. Please don't play word games for me. The bank said that the dispute was closed. It is over. Dont waste my time and refund immediately.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**********
Business response
10/26/2022
The refund for this purchase was issued to the PayPal account as of 19 October 2022.Customer response
10/26/2022
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
10/11/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Today (10/9/22), we went to the Burberry store at ******** Outlets in ************* again.We had been there for a lot of times and are definitely loyalty customers. However, today wasn't that pleasant.My wife and I got greeted by a sale lady and then we started to look around. After some time spending there, we found a long dress my wife likes it so much, but the price on the tag was a bit high. My wife put it on and it was a great fit. The sale lady came and made a lot of compliments as they always do. Then She used her device to check the price tag and told us the price was only $549, which was lower than what the tag says. We all thought that should be the actual price as the device normally reflects the up to date price. And both my wife and I were very excited about and decided to buy it.However, during the checkout time, We were told it was not the lower price and there might be an error on the device. How disappointing it is.I contacted customer service after leaving the store, disappointed and annoyed. But the customer service representative told us that they can't help in this case and they can only honor the store's decision regardless the bad experience it caused to the customer.What a shame on **********************!!!Business response
10/11/2022
Dear *****,
I see that you spoke with our consultant ***** regarding this matter. I can confirm that our *************************** is not able to issue a refund or price adjustment for an in store purchase. As we do understand that this situation can be very disappointing and frustrating, regrettably, the price advertised on the tag of the item would be the official price. Should the **************** Team honor the price that was quoted to you by the Sales Associate, they are more than welcome to do so; however, this would need to be an exception made by their team as we do not have discretion over this matter.
Thank you,
*********
Customer Service
Initial Complaint
09/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This is a letter demanding compensation for order ******** with shipping number ******************.During the initial communication, Burberry customer service notified me that my order was delivered to ******** **********. In this closure letter attached, the Burberry customer care team clearly notified me that the order was delivered to my shipping address (***** **********, ***** ******* ********** *****). After a long hold, *********************** finally got in contact with ***** in ******** **********. ***** confirmed with *********************** the receipt of the ******************, but Fetch could not find the package as the package was not addressed to them in the first place. The *** official website proof of delivery also confirmed the package was delivered to ********, **********.In the case of delivery error and damage, the responsibility lies 100% with the seller. Based on the above information, Burberry clearly deceived *********************** about the delivery address in the closure letter. The intention could be inferred as not being willing to issue a replacement/refund.We, the party of ***********************, demand the party of Burberry issue a full refund. Failure of action will incur legal action from the party of *********************** against the party of Burberry.Business response
09/22/2022
Our teams have investigated the claim of a lost shipment and *** has confirmed that it was delivered to the correct address and received by the recipient. The customer has been informed numerous times that a thorough invesitgation was handled with our internal teams and ***. No refund, replacement or compensation will be offered and has been informed to the customer.Customer response
09/27/2022
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 my submitted documents, the *** proof of delivery clearly stated that the package was delivered to ******** **********. Burberry was clearly lying about the situation and the investigation.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Customer response
11/08/2022
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]
My financial instruction asked me to contact Burberry directly. This is a deadlock. Its already proven that they deliver the item to the wrong address. I dont understand why they refuse to refund and instead asking me to dispute.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Business response
11/15/2022
No further action will be taken on this case with BBB, case has been closed by Burberry. Any further communication on this case will be closed with no response.Initial Complaint
09/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a product online through Burberry.com with the help of a sales associate at the ******* location on September 4,2022. A few days later, I received a confirmation email that my order has been shipped and in the email, it stated that all deliveries will require a signature upon delivery. I frequently checked the tracking page provided to see where my order is at. On September 9 around 6pm in the evening, I got noticed from that page that my order was already delivered at 12:30pm that day. I did not receive it. When I call Burberry to inquire where it was, they opened an investigation with the shipper, **** A week later, Burberry told me that *** left it at the door and it was considered delivered. They refused to do anything even though *** did not follow instructions. I attempted to talk to a manager at Burberry but he/she has not called me back.Business response
09/19/2022
Hello,
In response to the query below. I can confirm that I have been able to speak to the client on September 17th as well as an email was sent to the client on the same day. We are currently working with *** to investigate the matter further regarding the delivery of the order. I have advised the client that I am reaching out to our internal department to see if a new investigation can be opened at this time. I should have a response from my internal team within 3-5 business days and if the new investigation is able to be processed then it can take an additional **** business days. I will contact the client directly as soon as I have the results.
Thank you,
********
Customer response
09/20/2022
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
09/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a product from Burberry. They attempted to deliver it and since i wasnt home to sign for it, they took it to the *** store. I was a little busy and traveling and never got to picking it up. I called them a month later and *** says the package was returned to Burberry. Burberry claims they never received the package from **** *** confirmed I never received delivery of the package and Burberry refuses to refund me.Business response
09/08/2022
Dear ****,
I can confirm that we are awaiting results from *** regarding your return. Once these results have been provided we will be able to move forward with issuing a refund to you. I can confirm that our Consultant, ******, will be in contact with you to inform you as to how we may proceed. Thank you for your continued patience during this time.
Thank you,
*********
Customer response
09/13/2022
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]
****** claims I received delivery of this item. This is incorrect. I will be happy to provide the tracking number that clearly shows it was never delivered and returned to Burberry
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
09/14/2022
Dear ****,
I apologize for any miscommunication. ****** has confirmed that the parcel was never in your possession and was delivered to a *** Access Point. At this time, ****** has requested for your order to be processed for a refund. Please allow 2-3 business days for this request to be fulfilled. You will receive an email confirmation once the refund has been completed and the funds have been issued to you.
Thank you,
*********
Customer Service
Initial Complaint
07/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was really not happy with the response and solution from your staff and experience I received from all your colleagues. To start I was told I should fly to ******* and have them asess the issue. To **** calling me "Man" I'm not your friend and I don't identify with any pronouns so it was not such a nice way to be greeted or was any way professional. Then I was told by the manager at the outlets even with proff of purchase they still would not do a return or exchange there is no exchange policy so why would you and your team waste my time even if I did have proff of purchase to go to the nearest Burberry and have it inspected. I have been given several dead end options and this shirt I purchased was only $50.00 I have spent over $2,000 in merchandise with Burberry is various locations and for a $50.00 t-shirt I was mistreated and given inaccurate information. All I wanted was an assessment on a t-shirt with holes which I have multiple shirts and none have holes like this shirt has. I would expect more from a $215.00 shirt. I'm not satisfied and would like to further investigated and compensated for this. I'm going to be taking this to higher management and will be reporting the discrimination to the BBB.Business response
07/27/2022
Hello,
Thank you for reaching out regarding this case. I can confirm that the client has called in multiple times and has not been able to provide proof of purchase which is what we would require to assist further. We have attempted to locate the proof of purchase for the client and with the details provided there is no transactions history.
After listening to the calls, the consultant did not tell the client to fly to ******** The reference was to visit the location where the purchase was made. In later calls he has said that he lives in **, we were able to provide him with several locations under 16 miles away from the clients home. The client refused to go to those locations to get an assessment of the item in question.
Should the client want to proceed with an assessment of the item as stated in the complaint, then I recommend finding the transaction history of his purchase and then bringing that and the item into the nearest mainline store for assessment.
This case has been closed.Customer response
07/27/2022
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,
***************************
Business response
07/27/2022
Email sent to customer today:
Dear ***************************,
I hope this email finds you well.
I would like to thank you for your feedback that you have provided both to my team and the Better Business Bureau. I do apologize that this experience did not meet your expectations.
As far as the feedback that you have provided on our employees, this matter will be investigated internally, and I thank you for brining this to my attention.
Regarding the garment in question, without proof of purchase this case is closed. Should you be able to locate the proof of purchase we would be happy to reopen the case.
******************************************************************************************************************************************************************************************
Customer Service Manager - ********************Customer response
07/27/2022
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
07/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Burberry sold me a wallet with monogram letters on it. The monogram started to come off after THREE weeks. I contacted Burberry and they assured me that it was a simple issue that could be fixed by sending it out. I went into the store and dropped off the item, where they said they would send it out to the factory. For some reason, they decided they could not fix the issue and called me, telling me to come and get the item. They also would not replace the item, and basically did not want to be bothered by. Nothing was done, and I was sold a defective and poorly made product.Business response
07/21/2022
Hello,
We have informed the client that the monograms on our items are not designed to last the lifetime of the item and will gradually wear as the item is used. We have offered a replacement to the client as a one-time courtesy, but should this issue reoccur, we would not be able to replace the item again. The client has accepted our gesture of goodwill, so we will proceed with issuing a replacement to the client.
Thank you,
*********
Customer Service
Initial Complaint
07/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 04/15/22 I've placed an order ******* for $2,290.80 which got delivered to me on 04/20/22. After 9 days we have decided to return whole order as we believe these items were not worth their price and the items looked different on the website than in real life. Using merchant's online portal for returns we have started the return for all three items and we have received return *** label with a tracking number ******************. *** came for the return and picked it up on 04/29/22. After about a month I've tried to speak with the customer service to ask for an update on my return and refund. Unfortunately, their customer service does not have access to almost anything besides the order details and it has been forwarded to the senior team. This is where everything starts to get complicated as there is no way to contact senior team/supervisor and customer representatives are unable to help me so I've called in about 10 times in total between 05/20/22 and 07/10/22 without ever receiving any update later via email about my case.Business response
07/19/2022
Dear ******,
Please be advised that the return of your order ******* is currently being investigated by *** and our ******************** We will notify you via case number ******** with further information as to how we may proceed with this return and issuing a refund to you. Your patience is greatly appreciated during this time.
Thank you,
*********
Customer Service
Customer response
07/21/2022
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:I do not accept the response because it is exactly the same response I've been receiving from them for last 2 months. I've done everything correctly on my end with regards to the return therefore I want them to finally release my money as I can't afford to pay my credit card fees anymore.
-
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer response
07/22/2022
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:I will be waiting for an update.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
09/28/2022
Dear ******,
Due to inconsistencies surrounding the return of your order *******, we are not able to proceed with issuing a refund to you. Additionally, I do see that a chargeback dispute was filed with your financial institution for this order so I would advise for you to liaise with their dispute department for further information regarding this matter as they will be able to provide you with an update.
Thank you,
*********
Customer Service
Initial Complaint
07/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction : 6/7/2022, order # ********.Websites return portal wasnt functioning correctly leaving me to contact Burberry directly to process the return request for 4 items. Return package was dropped off 6/11/2022 @ 1:06 pm Est under *** Tracking #******************. Last status was on 6/13/2022 with the package being scanned in ******* ** @ 10:44 pm. There hasnt been any updates since then which leads to the conclusion of *** losing this package. I have been contacting Burberry on this matter which they claim an investigation was opened with *** on 6/23/2022, Ive reached out to *** directly on 2 occasions which resulted in being told no claim/investigation for lost shipment has been opened by either party. It is now 7/9/2022 and Im still being told Burberrys internal team is working this claim which doesnt exist. Ive lost count how many times Ive contacted Burberry both through email, WhatsApp, and phone about this issue but I have yet to receive any help. How is it good business practices to have the customer be out $3K+ when they followed all instructions when shipping items back? I dont work for *** and I cant file a claim as a shipper because the account belongs to Burberry. Ive been lied to regarding the status of this claim and have been denied requests to obtain this claim/reference # that they supposedly filed with ***, I followed the instructions provided by Burberry to include the packaging of the items and also provided Burberry with the drop off receipt when the package was received by ***. I demand a refund for the items I sent back and have been held unfairly.Business response
07/11/2022
In any instance in which a delivery or return is reported as lost, we must allow *** the opportunity to work to locate the parcel or issue a claim confirming it is unable to be found. The relevant teams are investigating this matter and the customer has been advised that we will be in touch once we have reached a resolution. We are unable to take any further action until then.Customer response
07/27/2022
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]
Burberry claims there is an investigation through *** to locate this package but I have provided a screenshot of a conversation I had with *** that proves no such claim/investigation has been initiated at all. I've been lied to repeatedly on this matter and refusal to help even though this is out of the responsibility of the customer.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
08/01/2022
The investigation is being conducted with our internal partners at *** and is still in progress. Once we have received a resolution from their team, we will be in touch to discuss the options available. We are unable to proceed with any refunds or replacements until the investigation is complete.Initial Complaint
06/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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,
*************************
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Customer Complaints Summary
55 total complaints in the last 3 years.
17 complaints closed in the last 12 months.
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