Terrible customer care, non existent I would say! Order never arrived and no one seems to give a damn. How irresponsible is this company? This whole too cool for school appeal transcended into the bus... See more
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Review summary
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Terrible Burton have lost the sparkle. Ordered multiple items some arrived some not sent after waiting over a week and 1 item never delivered, Paid for unlimited delivery but still charged for delive... See more
Company replied
Tried many times using WhatsApp, text and email to get a refund without success. The autobot I found completely useless, no response from Customer Services. Product quality was poor, direct from China... See more
Company replied
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 t... See more
Company replied
Company details
Information provided by various external sources
Burton is one of the UK's leading men's clothing & fashion retailers, with a range of men's clothing designed to make you look & feel good. Find formal & casual clothes & accessories for men online at Burton menswear
Contact info
1.4
Bad
1k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Returned item lost in transit. Email address given by Burton on website is a dud.
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.
28 May 2025
Unprompted review
Reply from Burton
Hello D.E, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
I'm sorry to hear your return has not yet been refunded and you're having some contact issues. Please can you contact us here with details of the issue so we can look into this: https://www.burton.co.uk/pages/informational/customer-service
Kind regards - Millie
Burton seems to be having massive issues!
Order DUX040057691 - Not sure what has happened to Burton, I returned items 19 days ago. I've not received even a confirmation of receipt. Contacted Customer Services and the date goalpost was being moved everyday. I was told to wait another day. Then told it's been refunded (it's not). Then told I'll receive an email once the refund is processed and I should expect a refund by 26th May (nearly 5 weeks after I returned it), not received any email nor refund! They were never like this, used to be much more efficient. I am concerned though from other reviews if this refund will ever be made! I have a feeling I may need to contact my credit card company. Really really poor!
11 May 2025
Unprompted review
Reply from Burton
Hello Alison
Thank you for taking the time to leave a review on your recent experience.
I am sorry to hear your return was delayed in being refunded.
Our customer service have looked into this for you on the 7th May, and confirmed your returned parcel was delayed. A refund is currently in progress and we expect this to be visible in your account on or before the 26th May.
Any open disputes with your payment provider will put any incoming transactions on hold, and will take longer to resolve.
While I do understand your frustration in waiting for it to clear, we dont wish to you wait any longer than necessary and would ask to allow us time for the funds to clear naturally.
Our customer service team are currently experiencing high volumes of contact, so replies are taking longer than usual. Your patience is greatly appreciated at this time.
Thank you and take care.
-Stacy
Terrible service
Terrible service, even though its their error sending two trousers instead of a trouser and a jacket they will not help to get it sorted, no refund on next day delivery I paid for even though the order was of no use
They don't care at all
Stay away
* response to your reply, I paid for next day delivery as I needed for Monday school day, the fact that you can only refund or resend once you've received the parcel is pathetic considering it was your error in the first place!
Also I've lost out overall as my delivery has not been refunded
Please don't make excuses I've read many reviews that has similar experience as mine
You are robbing your customers
15 March 2025
Unprompted review
Reply from Burton
Hi
Thank you for this review, I'm sorry to hear an incorrect item has been received.
When this happens, we ask for the incorrect item to be returned so a refund or resend on the correct item can be issued. If we can help further with this, our customer service team are always available to help and we have various contact avenues available that are shown on our "Contact Us" page here:
https://www.burton.co.uk/pages/informational/contact-us
We aim to respond to all messages within 24-48 hours and will get back to you as soon as possible about this.
Have a great day - Dean
Parcel is never delivered
Correcting rating. I thought this was related to Burton wintersports/snowboarding. But it seems this page is for Burton clothing that is not related to the Burton Snowboards from vermont.
Original request:
Ordered a snowboard jacket and its never delivered. It's been weeks since the tracking shows "warehouse scan" and package never goes for delivery.
I am not able to cancel and get my money back, and not able to received the package.
What is the solutions please?
2 February 2025
Unprompted review
Reply from Burton
UPDATE:
Thank you for getting in touch with us, I am really sorry but I am unable to locate any orders with the email address you have provided. Please contact our Customer Service team with further information and they'd be able to help you. https://www.burton.co.uk/pages/informational/contact-us - Devon
Hello Andre
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear your parcel has not arrived as expected.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Thank you
-Stacy
Terrible ordering experience
Ugh, what a terrible ordering experience! I got the limited edition Burton Mine77 bindings, got my confirmation, then an email saying they're out of stock, but no charge. So, am I lucky to skip the refund hassle? Bummer.
17 January 2025
Unprompted review
Reply from Burton
Hello Benny,
Thank you for taking the time to leave your review and sharing your feedback with us.
We value all customer feedback and we will use this so we can implement any changes needed so we can provide the best possible service going forward.
Thank you
Aimee
Burton clothing falls apart
I wish I had the opportunity to provide a minus star review. Burton advertises a lifetime warranty but claims everything is wear and tear so they don’t have to cover anything. We shipped a very minimally used coat to them to cover under warranty since the cheap liner disintegrated while the rest of the coat was in perfect condition. The net cover in the interior of the coat was also in perfect condition while the plastic inner lining literally fell apart after about 24 wears. The coat looked better used. However after spending $20 to ship to them, they won’t cover under warranty and after researching their products, it seems this is a huge problem nationwide with other Burton coats disintegrating without cause. They sell cheap products but carry a very heavy price tag. I will never wear another Burton product because their cheaply made clothes are not worth the price. They should have been sold in the local Big Lots.
27 December 2024
Unprompted review
Reply from Burton
Hello Renee
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
I’m sorry to hear about this issue, I’d be delighted to personally assist you with this matter.
I’ve requested more information from you via Trustpilot, once I have this, I will definitely look into this further for you.
Kind regards – Abdullah
Fraudulent activities of Burton!
I ordered 130 EUR gloves a while ago
Order #: BE01468837
I received an email that the package was delivered, but nothing really was delivered!
I contacted Burton 3 times, in different ways. They totally ignore my emails.
These are FRAUDULENT activities, I cannot state differently. I've never considered checking Trustpilot on this webshop, as it is officially Burton, but as I read the recent feedback, I had better done that.
Don't buy Burton. It is fraudulent.
7 December 2024
Unprompted review
Reply from Burton
Hello Steven, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
Please allow up to 48 hours for a response to your query due to the busier time period.
Kind regards - Millie
Burtons taken my money …
Does noone respond to customer complaints at burton?!!
They take your money and dont send the items. Its disgraceful, i want a refund and someone to respond.
Poor poor service
Edit:
Returned item before xmas, royal mail tracking says it was received back to burtons on the 23rd of december yet still waiting on refund.
10-15 days have past and no refund.
12 December 2024
Unprompted review
Reply from Burton
UPDATE:
Thank you for your information,
I have just sent you an email to the email address you have provided so we can take further information from you.
If you can please respond on the email directly we will be able to help.
Thank you
Aimee
----------------------
Hello SM,
Thanks for reaching out in regards to the recent order placed, I am sorry to hear you have not received your order.
As it is the busy period, responses may take longer than normal to come through.
I'll be more than happy to help you further through, please can you get back to my request with your order number and contact email address.
Thanks
Samantha
Stole £160 from me
Sent some items back to them and they didn't refund me the total amount. Claimed they hadn't received all the items even though they sent me an email confirming receipt. Missing £160 and they've just stopped replying to me now. Absolute frauds - do not buy from them.
EDIT: Said they wanted to look into this further following this review, and have done absolutely nothing as usual - what a joke.
1 November 2024
Unprompted review
Reply from Burton
UPDATE:
Thank you for your information Lloyd,
Having checked your order, I can see you made your return back in October 2024. Due to the time now passed we are unable to assist in the claim for the return refund being incorrect.
I can however see that this was reviewed by our claims team prior to your review and confirmed from our CCTV footage that the refund that has been issued is correct to the items received and seen through our footage being processed for your order.
I am sorry that this decision is not the outcome you had hoped for.
Thank you
Aimee
-----------------------
Hello Lloyd
Thank you for taking the time to leave a review on your recent experience.
I'd like to look into your return further, but I will need a few more details from you first.
Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your account.
Thank you
-Stacy
I still haven’t received my goods as…
I still haven’t received my goods as they use EVRI as a delivery service I refuse to order anything again.
I even asked if they could change courier service and said they have no control.
Update the original order was on 22nd November at no time did I feel Burtons/Evri made any effort to get this delivery to me as when the order was recent burtons didn’t even chase the delivery as once again EVRI never attempted to deliver. Apparently refund will be on the 23rd Dec. What a joke… in the meantime I thought ok time out my busy schedule and shopped at next where I will continue to do so.
30 November 2024
Unprompted review
Reply from Burton
UPDATE:
Thank you for your information,
Having checked your order, I can see that we have received this back as a return and I can now confirm that a refund of £52.40 is now processing back to your bank account and will be with you no later than December 23rd.
Thank you
Aimee
-------------------------
Hello S Lark
Thank you for taking the time to leave a review on your recent experience.
Please could you reply to the message you will have received off Trustpilot requesting more information, and I will be happy to updte you on your parcel.
I will require your order number and email address linked to your account.
Thank you
-Stacy
Unreliable and poor quality
Ordered around £150 of smart casual clothes for work. Only two items arrived, one of which has shrunk after one wash. The rest never got delivered.
Awful customer service experience trying to find my order and it took just under a month to receive a refund for the missing items.
Only leaving a review as they've since twice emailed me to review the clothes I ordered which never got delivered to me, which underlines how automated and disconnected their customer journey is.
Burton used to be a reliable brand for men's smart/casual clothes. I'll never use them again.
23 October 2024
Unprompted review
Reply from Burton
Good afternoon, thank you for taking the time to leave a review regarding your recent experience with our brand. I’m really sorry to hear you had some items missing from your order and these never getting delivered.
I appreciate your feedback regarding the automated emails regarding how your clothes were, we will pass this on to ensure this doesn't happen in the future.
Take care - Devon
Awful customer service
Ordered a suit that arrived in a right mess, creased and just thrown into the bag. The trousers they sent were wrong, and so I sent them back and then contacted customer services to ask for refund of postage as it was their mistake. Was told without photographic proof they couldnt do anything - told them they could check it when they receive it back at the warehouse, but not willing to do that! Steer well clear!
11 October 2024
Unprompted review
Reply from Burton
Hi Jason
Thanks for taking time to leave a review.
We do advise customers to get in touch if there are any issues with items once delivered.
As this was not the case, we're unable to see that there was any issues so the returns fee will apply on this occasion.
For future reference, our customer service team can be contacted on a number of platforms 7 days a week, and the link below will provide our details: https://www.burton.co.uk/pages/informational/contact-us
Thanks, take care. - Jack
TERRIBLE TERRIBLE customer service and returns policy
TERRIBLE TERRIBLE customer service and returns service.
Used royal mail pick up to collect my parcel. Said it was delivered LAST month and customer service keep telling me to wait or that the postage does not match.
Sent them all of the details including order number, tracking number and proof of postage.
HORRENDOUS company, do not spend any money on their products. Customer service told me to make a claim with royal mail when its BURTONS fault. Absolutely ridiculous
1 October 2024
Unprompted review
Reply from Burton
UPDATE:
Thank you for your information,
Having checked your order, I can see that our seller confirmed receipt of your return shortly after your review on October 3rd and your refund was issued to you accordingly.
Thank you again for bringing this to our attention.
Aimee
---------------------------
Hello Kevin
I'm sorry to hear you are facing issues with your return.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your account.
Thank you
-Stacy
I purchased two suites
I purchased two suites, one three piece, one two piece suits sizes are all over the place must just put ramden size labels on, would send back but after reading reviews on trust pilot could not be bothered with the stress chalk up to paying to much for low grade products will not purchase from then again.
20 September 2024
Unprompted review
Reply from Burton
Hi there
Thanks for taking time to leave a review and I'm sorry to hear the suits were not quite right for you on this occasion!
Please feel free to return them for a refund if they are not required.
To return, please log the order number and email address used to place the order here:
https://www.burton.co.uk/pages/track-and-return
Once done, it'll give you an option as to which items you wish to return along with which courier you'd like to use and once selected, you'll be provided with a QR code for your chosen courier.
Be sure to collect a postage receipt when you return the parcel and keep it safe until you have received all of your refunds. If you haven't received your refunds after 15 days, just send a photo of your receipt and we can process the refund manually for you.
If you need assistance at any time, please be sure to contact our team with your order number and one of our advisers will be more than happy to help!
our customer service team can be contacted on a number of platforms 7 days a week, and the link below will provide our details: https://www.burton.co.uk/pages/informational/contact-us
Thanks again for shopping with us and I hope we see you again soon, have a lovely day.- Jack
parcel has gone missing with the…
DUX031065804
Update:
I’ve now been told for a 2nd time, an investigation has been raised and I now have to wait until the 15th September! absolute con artists
parcel has gone missing with the courier, evri confirmed it’s lost in transit
burton CS say wait till 4th- 4th comes along and then told to wait till the 5th(today) now they are telling me to wait till the 6th!!
GIVE ME MY MONEY BACK
5 September 2024
Unprompted review
Reply from Burton
Hello Liam,
Thank you for taking the time to leave your review. I am sorry to hear you have not received your order.
Having checked your order, I can see you have been in discussion with our Customer Service team and on September 6th a full refund of your order including shipping cost was provided.
Thank you
Aimee
jeans i ordered were zip fly bootcut…
jeans i ordered were zip fly bootcut but what i got was straight cut button fly and no way to contact and no way to return ,and then recently now you can return but expect me to pay to return when there in the wrong and then say would remove money for restocking,what ? this company have no contact phone number and when you try the apps dont do nothing,it should be investigated and closed down.got my bank involved and a big warning to everyone burons mens wear is gone and what there selling is cheap rubbish,and there just sending whatever they have.AVOID LIKE THE PLAGUE,would give 0 if i could,I sent all info to burtons and then again this convo to bank and finally with no help from burtons as never replied i have my money back and will be donating jeans to cancer research shop ,adleast people can buy and goes to good place and they can see what they are purchasing.thank you trust pilot 18/09/2024
26 July 2024
Unprompted review
Reply from Burton
Hi there. Thank you so much for leaving a review regarding your recent experience with our brand.
We appreciate all feedback, which helps us improve our service.
I’m sorry to hear about your enquiry regarding your order. I’d be delighted to assist you personally with this matter.
I’ve requested more information via Trustpilot; I will look into this further for you.
Thank you.
– Andrew
Awful experience never buy anything…
Awful experience never buy anything from this website again. Two months ago I was issued with the refund and never received my money back. Contacted them many times they simply ignored and refused my money back very angry and frustrated.
They are scammer avoid this website.
27 July 2024
Unprompted review
Reply from Burton
Hi there. Thank you so much for leaving a review regarding your recent experience with our brand.
We appreciate all feedback, which helps us improve our service.
I’m sorry to hear about your enquiry regarding your order. I’d be delighted to assist you personally with this matter.
I’ve requested more information via Trustpilot; I will look into this further for you.
Thank you.
– Andrew
Return process is awful
Not ordering from here again. Ordered loads of shirts in the same size, some were too big some too small. Yes that can happen so went to return them and they was sent by loads of different sub companies meaning I have to return them all to different places at a return cost for each one. Not convenient at all and too much hassle
29 July 2024
Unprompted review
Reply from Burton
Hi Harry
Thank you for this review, I'm sorry to hear some items didn't fit as expected. As per the agreed returns policy, for any items from our concession brands, these will need to be returned to them directly and the charge of £1.99 is taken for all returns made to them. This is not per parcel, and is the total charge for all parcels sent to concession brands.
If any items are then returned to ourselves too, a further £1.99 will be taken. This is outlined on our returns information page here:
https://www.burton.co.uk/pages/informational/returns
Thanks - Dean
Extremely Disappointing Experience
I recently had an extremely disappointing experience with Burton London. My parcel was delivered to a neighbor without my authorization, despite me being home all day. When I contacted customer service, they claimed it was signed for by a neighbor, but the tracking information did not reflect this. They were unhelpful and refused to take responsibility, instead suggesting I involve the police. Even after the police visited my neighbor and confirmed they did not have the parcel, Burton London still failed to resolve the issue. This level of service is unacceptable. I will not be shopping with Burton London again and advise others to avoid them as well.
24 July 2024
Unprompted review
Reply from Burton
Hi Rafay
Thank you for this review, I'm sorry to hear your parcel hasn't been received.
Our couriers will sometimes leave parcels with neighbours where they are unable to make a delivery. So I can look into this further, please can you respond to the message I have sent through TrustPilot with your order details?
Speak soon- Dean
Brilliant customer service from Ray B…
Brilliant customer service from Ray B when I was having trouble returning an item.
Return now organised very quickly and professionally
20 June 2024
Unprompted review
Reply from Burton
Hello Gina
Thank you for taking the time to leave us your review. I am so pleased to hear Ray B resolved your return quickly and provided a positive experience with us.
We hope to see you shopping with us again soon,
Thank you
Aimee
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