Burton Reviews 

Ordered a pair of shoes. Not delivered to my address as per proof of delivery photos.

After 1 week of chasing them via WhatsApp and email I've received a single response claiming theyre confident the package was delivered to me. Replied with proof of delivery photo proving it was not delivered to my address. No reply received since. Will be referring it to trading standards as a breach of the 2025 consumer rights act. Will never be shopping with them again.

Worst customer service! No one responds! Burtons return portal does not recognise my order number DUX045431999 and therefore I can’t return my order. Contacted the company on multiple occasions via whatsapp and email no-one responds!

Use of AI for customer service. Wouldn't recommend.

Bought a suit for a family funeral at 5.30pm & paid £6.99 to have it delivered the next day, with the cut off being 9pm. The following day, nothing had arrived & tracking hadn’t been updated. It hadn’t even been dispatched! I had a tracking number, but when searching on the couriers website (DPD) it said the tracking number didn’t exist. You can’t call them, so instead have to message them on WhatsApp, Messenger or text. I used all 3 & got a bot, who eventually all told me someone from customer services would answer me.
We got no reply, so had to drive to our nearest town to find an alternative at an added cost & an hours worth of driving on top.
The following day, tracking was updated & the suit arrived, a day later than what we had paid for (premium next day delivery).
The day after that (2 days after it should have arrived & since I contacted them), I got a reply from my WhatsApp message via email, so don’t expect a fast reply. The email didn’t acknowledge that the delivery arrived late, but gave me a link to tracking saying it had been delivered & that they hoped we enjoyed the suit. It was for a funeral & we had told them that, so felt it was incredibly insensitive. I have replied requesting a refund in postage as it did not arrive when they said it would & we paid extra for it to arrive so quickly. On top of this, to return the suit that arrived late because of them, they expect us to pay £1.99! If a return is necessary because the sellers dispatched it after it should have already been delivered, the customer shouldn’t be paying to return their goods!
When Burton were on the high street, they were great & that is why we ordered here. After this though, I would never order from them again!

I have been buying Jeans from Burtons for years when they had shops in the high street,I was always happy with the service and quality of my purchases but since they have been selling online for some reason the quality off the jeans is very poor,I ordered two pairs but the quality of the material was very poor and on one pair the zip wouldn’t work,after alot off hard work trying get my problem resolved, I was contacted by Aibelle from customer service and she was brilliant at her job and very understanding,she issued me with a full refund for the damage jeans,but as far as Burtons jeans are concerned I will not be buying them again sorry to say as the material is of poor quality,but once again I would like to say a big thank you to Aibelle for her service.

Would give no stars if possible. They use evri, who stopped updating information on delivery more than 10 days ago and of course I can't contact them. Burton require me to use social media about the order, which I object to. Their customer service insists I wait for at least 3 weeks before they will even look into this. At which point I expect them to ask me to re-order and the whole hassle will start again. Totally useless and I will not buy from here again.
Update - Despite the company's reply, the order of course did not arrive. I was then finally able to ask for a refund. I received an email saying this has been processed. Going through the useless contact through messenger process I was told that it could take up to 24hrs after this to get the refund in my account. TWO WEEKS later the refund has not arrived either. Messenger agents refuse to assist and there appears no other way to get a response from the company other than posting here. Although I won't hold my breath and I await your fob off on here too. As previously stated, avoid this company.

Absolutely terrible service. Sent returns back 3 weeks ago and still not received refund. Despite using all the channels to make contact with them zero response. This firm should be reported to trading standard.

Items have gone missing in with a return for a refund and the customer service is dismal. No reply from emailing since the 29th September. They promised a refund on the 28th. Still waiting.

A separate issue arise with the items I kept, these are faulty. They have shrunk in the wash. Again customer service is appalling. Just WhatsApp messing with a bot and then emailing with different people, explaining the issue several times, and long waits. No reply about this for 5 days now. Nobody to call and nobody has returned a message when I have asked for a manager to contact me. Might be an email to the ombudsman or whoever.

Absolutely will not buy from here again.

Not possible to give no stars, don't let these scammers have a penny of your hard earned cash.
I bought an item, didn't fit, I returned it, they advised a gift card would accelerate the refund, I wanted to order the same so agreed.
I eventually got a gift card for £52, I spent £72.
They sent me a second but it was not valid, I bought the item using the £52 card but was charged an extra £20 for the item.
They are absolutely impossible to get hold of, don't reply to the only three methods of contact, email, WhatsApp and messenger.
I will pursue my refund even if I have to pay for legal assistance.
They shouldn't be allowed to trade.

Regarding the reply, yes, it was dealt with, but due to the time taken the same item cost me £20 more so still out of pocket.

Where is my refund? The whatsapp messenger service advised my refund had been processed on the 26th August 2025, My order number is: DUX043384481, I am still awaiting my refund, Can someone from Burtons customer service look into this, Awful customer service.

Kai has been very helpful with my order and provided great customer service

Trying to return items online portal won't let me do this.many emails sent.was told in one that portal works OK.still unable to make return,sent several emails no one responding to any now.

Thank you for your response. However, this information is incorrect. In the past, I have always received my refund via the same method as my payment. The goods were returned on 9th July, and I received vouchers for £152 to my email. 23 August after various email
The total refund due was £222. With the 10% uplift, that should be an additional £22, bringing the voucher total to £244. Please stop trying to cover mistakes and arrange for the missing balance to be refunded to me without further delay.
DUX042290659

I am currently awaiting a response from this company but not holding out much hope for a swift resolution to an order which I haven’t received! I ordered 3 pairs of shorts & received only 1 pair! I have a delivery note which states only one pair have been sent, I have sent photographs & emails & guess what?? No response! I am extremely angry & dissatisfied with this company & will be taking this issue further

Joke of a company. Accidentally chose the gift card return option instead of to my bank account and there is no way of reversing it. For a second purchase, I request a bank account refund, after receiving confirmation of the refund, it didn’t arrive for 3 weeks. I enquired via the pathetic WhatsApp function only to be told that there was an error in the refund and that it’s been resolved as they’ll issue a gift card instead. Almost a scam for taking my money without my consent. I will consider legal actions against these crooks.

Reasonable prices for a range of clothing and apparel

Don't bother paying extra for next day delivery. They use Evri (formerly known as Hermes) and as everyone knows there's more chance of three drunk racoons in a trenchcoat handling your delivery correctly than that shower of scam artists pretending to be a delivery company.

I like their clothes but not really any good if I can't actually get them.

Edit: in response to the reply, yes I did thanks. I now have the pleasure of waiting until 11 days beyond the "next day delivery" slot for you to determine if the parcel is lost or not, and I'm now the proud owner of a "next day delivery" voucher so if I ever decide to try and order something from you again I can also repeat my terrible delivery experience. I feel like this is a pretty poor attempt at recovering the situation.

Absolutely useless. You can't speak to them if anything goes wrong. It's Whatsapp text only, email or Instagram. Utterly useless. If you complain in Whatsapp they just won't respond because it's text and they can just stop typing.

Been a Burton customer for years always like their quality and and fair pricing but their customer service and professionalism has gone downhill. I recently returned to sperate order in two different parcels at the same time in the same post office store and I've received a full refund for 1 and the other has an item missing that they can't do anything about apparently as so Im meant to accept just losing money because of their mistakes? What a joke. DO NOT RECOMMEND

Tried to return an item. EVRI seems to have lost it in transit. No update since 8th April and it is now 28th May. Tried to contact Burton via the email address given on the website and it just bounced back as "undeliverable". Going to have to go through the rigmarole of getting a third party to seize the money back. Avoid.
Edit: In reply to the response, I went to the link provided where it states "We provide 3 channels for contacting us" and then proceeds to give only 2 methods. WhatsApp and Facebook Messenger. Neither of which I have. It also says "Sorry we don't have a phone number." What kind of business doesn't have a phone number? Also, what company in the 21st century doesn't use email? Absolutely ridiculous.