Burberry Reviews

So disappointed - misleading untrue information about campaign that does not exist to attract costumers. Tried to enter sale invitation and was disappointed to know that i was shown misleading message to join. Customer service was not helpful.

I used to be pretty obsessed with this brand. It's obvious from these reviews that customer service has declined dramatically over the past couple years and people are receiving empty packages or having customer service deny returns. I've been a Burberry customer for years to the point that they open champagne when I enter the store. Recently ordered a couple items online and decided to return them for different styles. Ended up making new purchases in-store, but made the returns online. A month after sending the return, I hadn't received the refund so I called to find out what was going on. Turns out the warehouse said my package had arrived empty and all they would tell me is that the "refund would not be issued," with a tone as though I had stolen the items and sent back an empty package. After begrudgingly escalating the issue, they begrudgingly agreed to begin a UPS investigation. I'm not hopeful about the result, and they've lost a previously fanatically-loyal customer. I'll stick to luxury brands that don't treat you like a criminal.

My review is solely based on my salesman experience - stephen from king of prussia store and the manager was horrible as well.
I walked in for the 1st time and a lady approached me but we were just looking so we left. Walked in a 2nd time and a male approached me but we left again. Walked in the 3rd time and the same male approached me and it was obvious we were going to purchase this time around. It was so awkward because the lady made it obvious she was upset that she wasn't getting the sale. So obvious it made me feel uncomfortable. I get the whole commission sale but at a high end store, there should not be so much aggressive competition, especially in front of the entire store.
My second bad aspect of this shopping trip:
I was purchasing a limited edition bag, the olympia collection and it clearly identifies the # of which bag you have out of 300. The one on DISPLAY had 240/300. I was ready to purchase and asked the male if he had a new one, he said he did. He took the one on display to the back and had already took my payment.
I had a weird feeling so when he brought it out, i checked and realized it was the one on display.
I asked him, "why did you say there was a new one but give me the one on display"
He mentioned he thought there was a new one but realized it was sold in the morning but that this one was put out this morning.
1. Why wouldn't he tell me that BEFORE wrapping it up and taking my payment when i clearly asked for a new one.
2. He said ordering was an option so then just tell me that before being sneaky and wrapping up the display
3. if i hadn't have opened it, i would have taken it home and realized.
Ive purchased plenty of times before at burberry and other high end stores, normally they tell you if they only have a display available.
For the amount i pay, i expect better service and transparency.
Both of these situations show the aggressive nature of just trying to make a sale.
I almost walked out wanting to make a return but i liked the bag and figured it was just horrible service this one time, and since it was promised to be shipped fast, im giving him the benefit of the doubt that it just slipped his mind to tell me.
UPDATE: received the SAME DISPLAY from my store which makes no sense. they told me it was getting shipped from another store so how can the one from my store be the one shipped. HORRIBLE SERVICE. this should not happen at burberry

As an avid follower of fashion I am fortunate enough to purchase items from all the different fashion houses and I would just like to say that Burberry customer service is hands down the most helpful, communicative and attentive of all the designers! Thank you so much for all your help when I put the wrong address on an order and the receiver did not immediately return the order. It was my fault but Burberry unquestionably helped me retrieve the order and it all ended fine. However, not all the designer brands are that understanding and helpful. 10/10 Burberry!!

I bought a purse in their Chicago outlet during a vacation on 3/29/21, a day after I bought the purse, a portion of the stitching came apart on the strap. I called the customer service and I was asked to take a picture of the damaged part of the strap which I did right away and emailed it. The representative acknowledged through email that she received it and will forward it to the responsible department and will update me. After a week I haven’t heard from her so I emailed again. She responded that she’s still waiting for the store to come back with her. It’s been two weeks now and I still haven’t heard from her. I emailed almost everyday now but I’m being ignored! Worse customer service ever!!! I paid $$$ for the purse with poor quality!!! Not even a response if they’ll repair the strap or replace it!!! I have another Burberry purse with the same problem, this one the stitching that came apart is on the purse itself.

They declined my return and it was brand new and never worn and they said it was because my items tags were removed and reattached. This is the first time I’ve ever had that happen to me and the item was never altered by me so I’m out of luck basically.

So I ordered from Burberry in 22nd of February. By the time I’m writing this it is 23rd of March. They lost my parcel somewhere and honestly it’s UPS’s fault. But the way the customer service have been treating me is utterly ridiculous. They promised they’ll let me know how the investigation is going! None of that ever happen. I’m literally always have to contact them to beg for the information. Now I have to wait again so they can re-open the case with UPS and they will not refund me until they have the outcome. The employees basically told me I am “duplicating” the issue by saying I’ll leave a bad review on Twitter. What is this? How is this company still surviving? My first and last purchase they’ll ever see from me!

The service provided by Burberry is absolutely RIDICULOUS. They lost my parcel in transit - It’s been over 15 days since they told me the investigation would take “up to 15 days due to covid”. I still haven’t got a refund or replacement due to no fault of my own, and I ordered 3 weeks ago with next day delivery! This is unacceptable! I will be reporting to trading standards and relevant authorities. AVOID AT ALL COSTS

When I brought from Burberry back in 2018, they paid for our import duty and tax. So everything were tax free at that time, I got the bags and shoes when they are on sale, the price was great! However, they start charging import duty and tax after 2019, it's such a shame. I don't know why their policy changed, and it's getting more and more expensive now after they change their logo. I shop at 24s now since I could get it cheaper there when it's on sale.

Worst customer service ever. My online order was lost in transit and 3 weeks later I still haven't received any proper response. Called them again and told it will take another two weeks or more to refund. They are rude and argumentative over the phone - with singular answer : it is our policy
To me, this kind of service shows Burberry is longer a " luxury " brand

Consistently good service and next-day delivery is as promised, even during the sale period. Also prompt refund service.

My order was a Christmas gift and was suppose to be delivered December 23th, after waiting on the order to be delivered to my home, it says that I was not able to receive the order so they will try another day, then it got 28 of December when going out I see the package outside of my door in my flat, so they didn’t even ring on the door just left it outside for anyone to take it. Worst of all, the package was empty, the Burberry box and all papers was left but the shirt is missing. I realized that the package is very easy to open and not sealed at all, you could easily just open it and take the item out and close it without leaving any marks or damage it at all. I have contacted Burberry but haven’t got any answers yet, it have gone two days. Have someone been through something similar? If so please let me know what you did and how it got solved, or if you got any ideas!