Burberry Service Reviews 401

Birthday present for husband. Arrived next day in a nice box but wouldn’t give away that it is from Burberry.
I was so surprised with the speedy delivery.

Also nice personalised card was done for him and we are very happy with the service.

Will return definitely and also share our wonderful experience with friends/family.

Thank you Burberry you made my husbands birthday a great experience.

Have already his next president on my mind!

Wouldn’t bother buying a scarf from them, began to fray after 2 or 3 wears. Customer service started off friendly, but their ‘experts’ reviewed pictures and were not willing to accept that it was damaged despite strings of the ends hanging off of it. No offer to exchange, as that’s all we really wanted. You would expert a lot more from a premium brand.

I have had the worst experience with Burberry. More specifically Luxottica, but since Burberry uses Luxottica and is telling me the Luxottica final resolution is, well, final, I’m looping them both into this negative review. Mind you I’m not on social media nor do I leave bad reviews hardly ever. What happened is this. My fiancé, who is on social media and will blow this up on her page if I ask her to, purchasers me a pair of Burberry sunglasses in July of 2020. Shortly thereafter while wearing the glasses they came apart at the right hinge where the arms connect to the face piece. After visiting the Sunglasses Hut where I purchased the sunglasses and being told I’d need to contact Burberry direct, who then passed me on to Luxotica, all during a pandemic, I eventually got in a back and forth in April of 2021 with Luxottica. After some back and forth, I sent them what they needed (or so I thought) and waited for a response but got busy and lost track of everything and never heard back. I then reached back out in December of 2021 to Burberry direct in the hopes they could get a supervisor or manager involved, but was told I’d have to go through the whole process again. They (Ellen) told me they’d keep an eye on everything though for me and escalate, along with attach any correspondence regarding proof of purchase etc that was needed. After providing everything asked of me along with copious pictures, without even being asked to see the sunglasses, I was rebuked and told my claim is rejected for one or more of three reasons, whiteout any additional detail or offer to discuss the matter. Right now I’m horrified at the customer service as compared to some of my experiences with other luxury brands in the space like Nordstrom or Maui Jim.

My boyfriend ordered me a £1400 coat way before Xmas. UPS said they delivered it, when they hadn’t, so Xmas day had nothing to open, and then they told us the coat wasn’t available anymore. Picked a different coat which wasn’t as lovely as the one I wanted, and they’ve sent me a xs, when the coat I ordered was medium. Can’t even fit it on and the box it came in is ripped-like it’s been opened before.

So after feeling deflated I don’t fit in a xs, it’s also a tattered box and disappointing customer service really. You basically ruined my Christmas. Thanks

My boyfriend bought me my dream gift from Burberry and we were both very excited.

When he bought it, he received an email informing that it would be delivered on the 04/01/2022. On the 4th, he received another email informing that they changed the delivery date to 05/01/2022. In order to receive the gift, he did not go to work, he waited the whole day and did not receive it.

He decided to contact Burberry to ask where the parcel was and they informed him that the street name had a letter wrong and because of that the delivery was not possible (even if you search for the 'wrong' street address, it shows you the correct address). Also, Burberry had the correct post code and house number.

Nobody tried to contact him to ask to confirm the address.

All the 'magic' of purchasing a very expensive Burberry gift is lost and now we are only feeling sad and deceived with Burberry and UPS customer services.

I purchased 2 items in the same order but they sent them separately for some reason. They could have easily fit in the same box so I have to mark them down for that.

Strange thing is one of the parcels actually went missing because of UPS. I contacted Burberry customer service who could see that the parcel was probably lost so they sent out a replacement item for me. Good customer service there making up for UPS' mistake.

BOGUS BRAND
I bought a 600 pound back pack, which after 3 months had disintegrated on the inside, the pocket zip, and the bottom. When I went to the store they said that because it was bought in UK I should take it there, et, it was difficult from another country, etc. Covid arrived: I went back last June and they said that the warranty had passed (by 2 months) and nothing could be done, no apologies, no refund, no exchange, NOTHING.
After much insisting they said they would send it to Italy, they called me after 2 weeks and said the warranty had passed and the factory would not be doing anything, no repairing, nothing. NOTHING.
My children have had Easpack bags which cost 30 pounds and lasted more than 10 years.
If they want to overcharge the least they can do is either have good quality, or at least, good repairs.
The worst is the service. All other brands with that pricing offer an after sales service which Burberry doesn't.

lovely boots. I looked for them everywhere in the shops and could not find them. In the end had to buy them online without having seen them in real life. I prefer to try shoes before I order online.

Absolutely ridiculous brand. First of all, the quality is just a joke. Bought a bag and the leather peeled after just one use! Contacted customer service and they said it is normal wear and tear! Then, I pressed and they said they will look into it, but only if I bought it from Burberry directly or from an official reseller. I bought it from a reputable website, not from someone on eBay. Customer service informed me they could not do anything about it. Ridiculous policy, especially since the issue is the quality (or lack of) of the product. They could have taken a look to authenticate the product but no… they refused to even take a look at it. I have actually bought several bags from Burberry before this and I have always taken good care of them. But never again! And I would never recommend this brand to anyone. Absolutely ridiculous policies and horrendous product quality!

Unfortunately it is impossible to give 'zero' stars. And this should be the case here. Decided to urchase a scarf for my mother in law. First transaction got declined by my bank, hence tried again and this one went through. To my surprise Burberry delivered 2 pieces of the same item, and of corse they charged me TWICE. I've contacted Customer Support and they said 'UPS will pick one item up from you on the next day'. They did not show up. Contacted Customer Services again and heard the same info that 'UPS will pick up your item tomorrow'. Guess what? They did not show up. Contacted Customer Services again and on top of the usual 'UPS will pick your item up tomorrow' they also said ' you can drop off this item here and here'. It's almost as they knew what would be the outcome of the 'UPS will get pick it up from you' story. To my surprise UPS did finally show up. In total it only took them 3 days an dI don't know how many emails to Burberry's Customer Support. This completely ruined the experience and frankly speaking I won't be buying from Burberry again.

My husband bought me an almost $3,000 bag for my birthday. When it arrived in the mail it came with a scratch on the buckle. We started calling immediately and kept getting told they would honor it under warranty but we needed to get it out a store; because we were not near the store currently they said they would send us a shipping label. We called multiple times over the course of a few month to follow up on the shipping label and finally just drove it to the King of Prussia store to get repaired or replaced. After dropping it off they told us it would take 6-8 weeks for repair which we agreed to . After having it for a week and a half they called back and told us they would do nothing and to come pick it up. So now we have wasted months trying to get this resolved and Burberry will not honor the fact they sold a damaged bag. The manger at the King of Prussia store basically told us it was not his problem and if we wanted help to call the 1-800 number.

Since then we have contacted customer service multiple times they are saying the damaged bag they sold me, was my fault and that it is normal wear and tear from use. Funny how the “use” happened prior to it coming out of the box. I am sickened by there lack of responsibility and service. We have purchased so many items from Burberry and have been long time patrons, but they will never get out business again.

I have purchased Burberry for years, especially for the quality of their clothes. This has, however changed in the last few years; and I am disappointed not only in the poor quality of the material used, but in the response by Burberry to my inquiry about returning an item.
I purchased a t-shirt for my son but forgot about it, so it sat in the drawer, buried under his other t-shirts for more than a year. We were excited when we discovered it, because it was like getting to wear a new shirt all over again! (He had only worn it once when we first bought it.) He wore it that day and after I washed it according to directions and laid it flat to dry, I noticed these small holes or nicks in several areas of the shirt. The material was so thin and flimsy, that it was deteriorating. This is uncharacteristic of Burberry so I emailed Customer Service to let them know about what I believed to be a shirt made out of flawed material.
After I took the shirt into a local Burberry store at their request so they could inspect, and although the saleswoman was professional and kind, she refused to help me. She said that it had been too long since I had purchased the item, thus she was not authorized to return it to Burberry headquarters for repair, replacement or return. I can understand if it was wear-and-tear that caused the holes, but this was not the case here. There are several other Burberry t-shirts that my son has worn countless times, that have been stored in the same drawer as the shirt in question, yet never developed holes like this.
I returned home and emailed Burberry Customer Service yet again to provide an update and to try and work something out, but this time I was ignored. No one returned my email requests.
It seems to me that Burberry no longer cares about the quality of their clothes, nor the satisfaction of their buyers...
It's interesting, about this time every year I purchase a Burberry winter coat for my son. Last year's coat cost a little over $800. This year, it's $1200. Because of Burberry's response to this situation, I am instead buying a beautiful Moncler puffer jacket for about the same amount. It is apparent that Burberry would rather lose $1200 in sales now and forever in the future, rather than working to make things right for one very disappointed client. All over a measly $100 t-shirt!

Had a wonderful experience with customer services. Zlata, replies immediately and actions any questions without hesitation. I didn’t expect such a positive and friendly experience. I would t hesitate to shop at Burberry again, especially using Zlata for help.

Im not usually into products like these but i was pleasantly surprised by this one. At the end of the day, its not a miracle product, and i wouldnt expect it to be. its just really nice to have and ive been really enjoying it.

1. Ordered a handbag as pick up from a store(south court plaza mall, california) When I got there the bag wasn't in a new condition as the shoulder strap was bended with wrinkles and the metal connector has a small scratch. They placed a new order and asked me come back. A day after, I got an email saying it's ready to pick up. Guess, what, the exact same bag was in the box and handed over to me as brand new from other sales person. She said it's new, a blank point non-true statement without even checking the bag.

2. Customer service call: Called 20 times. Never got connected. Every time it has a different responses of weird fax machine sound, a male voice, a female robo reply voice, just hung up sound. How come they don't even have a waiting in a line service with music or so?
I have never seen this much disappointing customer service.

3. I ordered a bag from online. It bounced back as no inventory after I completed the whole process.

I have known the ex CEO Angela Ahrendts's leadership and her focus on customer service, IT. All these makes me serious doubt her performance was overrated or is Burburry starting to diminishing its brand since her departure.
Definitely not a luxury brand any more compare to other excellent customer services of LV, Gucci etc.

My order was cancelled and no reason was provided in the cancellation email that I received. I had to contact cs to find that out. And they gave me this pathetic excuse that I failed security checks. Uhmm.. excuse me but I NEVER had any problems with my credit card before. They should've contacted me first before automatically cancelling my order. AVOID this supposedly luxury store.

Could be definitely better for the prices.....

To Whom it May Concern:

My mother bought a coat from the Burberry at the Caesar’s Palace forum shops. I was with her when she bought it. She told the sales person that was helping her multiple times that she wanted a rain coat. The sales person assured her the coat she was purchasing was a rain coat. She got it home to Tennessee and was so excited to wear it the first time. It was raining, and her clothes got soaking wet. Clearly this coat she just purchased was not a rain coat. She called the Caesars Palace forum shops Burberry. She told them she would not be back to Vegas for 3 months. They assured her it was no problem and when she came back to Vegas to the store she purchased it at, they would be able to take the coat back. Fast forward to 3 months later. She is visiting me in Vegas. I took her back to the same store. A different sales person looked up her purchase in the system, and they told her there was nothing they could do for her. No exchange, no store credit, NOTHING. Their return policy is a strict 30 day return policy, the tags must be attached, and the product has to be unworn. My mother was told it would be fine to wait by a Burberry sales person, but in reality she was not fine to wait. My mother is now stuck with a wind breaker that she never wanted. My mother wore the coat one time and removed the tags. Due to the return policy, nothing can be done apparently. She would not mind getting store credit and spending more to get what she wanted and was told by the Burberry sales person she was getting in the first place. Awful customer service and absolutely no quality assurance. If your sales person doesn’t know the product, you could spend a lot of money on something you don’t want. If you wear it one time, they won’t return it. I sure do hope Burberry makes this right.

I recently purchased one of the Kensington trench coats and received it crumbled inside a dust bag that was not the bag meant for the coat, much smaller! No hanger!! Very disappointed Burberry customer service said there is nothing they can do and have to go to a store to ask for a bag and hanger? Well, I live in an area no stores, will reconsider future purchases now