Burton Reviews 

Appalling customer service by an obvious sinking ship. The responses given by people that barely disguise the lack of morale and general apathy that's within this group is evident.

I purchase 2 pairs of jeans at the start of March, paying extra for next day delivery.
First pair arrive on 5th March.
So email to say hey, where's the other pair. That's coming direct from Cotton Traders, allow 7 days, was the response.
They arrived on Thursday 7th March. Order DUX026633414.

But, these were definitely not true to size or matching image at time of purchase. So I went back to the order email for returns and checked on Burtons website what I needed to do.

The Returns FAQ is confusing in comparison to Debenhams (both part of BooHoo group) when buying from 3rd party concessions. Burtons misses out by having a paragraph relating to concession returns followed by a 'click here' hyperlink if your order starts DUX.
Hey, guess what mine order number did! So yep, that was route which made sense to return that pair of Cotton Traders Baxter Jeans, that were definitely no match for description or image provided on site. The crotch went to my knees, with waistband held against my waist. The legs extended past my feet for approx 12 inches more.
Honestly they just had to go back!

So Burton received them and online tracking portal showed delivered on 11th March 2024.

So, by legal guidelines, refunds should be paid back within 14 days. Straight away that was being exceeded.
I was told they needed to trace them in warehouse and I was to allow 28 days.
After a whole month it was time to get my refund. And make an official complaint.

I was asked for bank details and by a 'senior member' advised to allow 30 days maximum for it to reach my account.

73 days on and I'm I'm told the tried and its failed twice.
So why no contact to tell me this?

No one by email can take responsibility as its outsourced, hence it takes a 30 day timeframe for accounts to process a refund. Even longer as I'm being told I have to allow to 5th of July now for Accounts team to process it! There's more processing in a meat factory!

I think this company is not making refunds because they are about to announce they are ceasing trading!

Perhaps I should be getting a Letter Before Action ready next week if it's not in my account. Anyone else fancy a class action? The amount of negative reviews tells it all!

This company is an absolute shambles.
Buy from them and you get goods that are incorrectly sized/faulty/not as described, get patronising apathy back to your emails instead of empathy.
You cannot telephone anyone. You do not get response at all sometimes! 0% escalation procedures and they think it's acceptable to wait for 105 days for my refund.

They cannot seem to refund anyone now.. maybe they're refunds system is powered by Horizon.

I feel like a leprechaun chasing a pot of gold, but try as I might I'm no closer now than I was 73 days ago!!

I want my money back Burtons!

======= UPDATE =========

In response to Jack - Debenhams

Correct, you already had that 30 days, on the top of the 28 to establish you've lost them in your warehouse. So they cannot be returned to Cotton Traders, can they? Hence your refunding me manually.

So perhaps you can explain why I'm being told 5th July which is 6 weeks away???

To what address should I send the legal documents to please?

I think there is no intention on your Group to reimburse me, because 2 attempts previously failed. I've pointed out that your website FAQ's are not as clear as those of Debenhams in regards to buying items listed on your site, but sold by 3rd parties (Concessions).
Had it been I would not have returned them through your returns portal. I followed the DUX hyperlink because that was what my order started with.

So, no, it is Burton.co.uk that is at fault. Especially as you cannot confirm the whereabouts of my incorrectly returned Jeans, that were in the same polybag they arrived in, with 2 stock barcodes intact on it.

You may email me direct with the address in order that I can get the legal process rolling, should the refund not be in one of my accounts in next 10 working days. I've waited long enough!

Oh btw, it was Maria S, who reassured me it was only going to take up to 30 days previously.

Had some trouble negotiating the online return process regarding a three piece suit I had ordered. It transpired there was a hitch in the system and the agent who helped me, Jenny, persevered throughout the afternoon, keeping me updated, until she resolved the issue. At no point was she anything other than diligent, keen to help and, when I began to the process, she assured me that she would not leave it until she had created a successful outcome. Jenny is obviously very good at her job. It’s not often one gets to experience this level of professionalism. Thank you.

Maria S was amazingly helpful when I needed sone assistance and got everything sorted out for me. Thank you so much :)

Always happy with my purchase. Thanks

Bought a three piece suit that was on sale. The jacket and waistcoat were fine - good quality, lovely fit. The trousers were clearly faulty. I’d ordered 30L - the same size I get everytime. I’m the same height and build as the model, but the trousers, when worn, end so far up your legs that you look like you’re wearing three-quarter lengths.

Raised this with customer services who insisted that, because they’d sent 30L, it wasn’t faulty, refusing to acknowledge that the trousers themselves were faulty (if they’re Long, I’d be terrified to see what a Regular or Short would look like, and I’m only 5’9!).

The service team agreed that if I sent them back I’d get a full refund, including the postage. When I did so, they then refused to refund the postage that they’d agreed as they then continued to argue that the trousers aren’t faulty.

Update 26/4/2024: in response to the below reply from Burton, which I hasten to add that took days to for them to reply to me reaching out to them. The disgusting and unprofessional behaviour of this awful company continues, so bear in mind this is now 16 days after the order and 15 days after it was supposed to be delivered.i did as the advisor below informed and emailed customer service who has since replied to me saying that they can see I had ‘Help’! From the specialist team so I should tell the specialist team if I want a refund or reorder!!! Not what their own company colleague told me to do! This beggars belief of how unprofessional a disgusting Burton clearly so not want to refund what is rightfully my money for items I have never received!!! Small claims court next on principle!!!!

If I could give 0 stars I would. I purchased two roll neck jumpers and paid next day delivery, 8 days later with no delivery, after complaining, they finally agreed to give the next day delivery charge back, and now 15 days after ordering still no package (I knew it would never arrive) and still no reply no refund. They just make excuses even when I sent them a copy of the email I had from Evri stating that they had searched the local sorting depo and could not find it and it is most likely lost! Absolutely disgusting company who clearly do not wish to abide by fair trading standards, they are not to be trusted! Not like when Burtons were a stand alone company.
I used to buy from you a lot previously, absolutely no more and I have told many other people and will continue to do so!!

Order did not arrive. Was told to wait, and then make contact on a set date. I have done this and now nobody is responding to me to issue the refund. Just being ignored is not good customer service at all.

I ordered a maternity coat from Boohoo in January, the inseam stitching failed so I got in touch and have been offered a full refund or a new coat.

Mary was lovely, reponsive and quick to resolve the issue.

Very happy with the coat (apart from the inseam stitching) and the customer service.

Have been a loyal Burton customer for a number of years but after my latest experience will not be any longer.

Ordered some straight leg jeans, a style that I have ordered previously. When they arrived I tried them on and they were very tight around the bottom of my legs. When I looked at the label on the jeans they were slim, not straight leg as I had ordered.

I returned the jeans only to be deducted both the £3.99 delivery fee and a £1.99 return fee. So to then get the correct pair of jeans sent it was going to cost me an additional £6.

Not sure what has happened to returns policies in recent years but I’m pretty sure when I have been sent the wrong item in the past the correct one has been sent at no additional cost.

It seems that they are now more interested in trying to fleece you for additional money than to offer any form of customer service. I wouldn’t have a problem paying for a return if I ordered the wrong item, but this is a disgrace.

I did contact customer services but they were about as helpful as their returns policy. If this is how they treat their loyal customers I very much doubt they will be in business much longer.

My advice would be to avoid ordering from Burton and give your money to a company who actually care about their customers.

Avoid this company
No customer service
Tried to order some items from their website but get an error message when adding items to the cart, evan though I have an account with unlimited delivery for a year. Customer service via email wanted a screenshot of the error message which I took and sent. But their response was clear cookies and cache and try again.

Despite a promise from Stacy (see Burton reply to my complaint) stating that a delivery fee of £1.99 will not be deducted fro the return so instead they deduct £2.99…WHAT IS IT WITH BURTON’s…I purchased a pair of 32s trousers from Burton that did not fit when I put them on. I thought I must have put on weight but when I measured them up against 5 other pairs of 32s trousers I’d purchased from Burton previously it was obvious the new trousers were over an inch (just under 1 1/2 inches) smaller round the waist compared to the others.purchased 5 pairs of trousers I’d purchased over a 2 period from Burton Menswear. When I contacted Burton Menswear with photo of measurement up against my other pairs of trousers all 32s and wanted to return them I was told I could but (get this ridiculous reply) because the size on the label was correct then I’d have to pay £1.99 to return them.
I replied to the Burton Menswear representative that according to her reasoning if she purchased a box of 20
chocolates but on opening there were only 18 then that would be ok to her because it said 20 on the box.
No reply.
I give Burton Menswear, especially the representative Lorraine a big fat zero for coming back with such a stupid reply and insisting I pay £1.99 to return the item.
Needless to say I am disgusted with the attitude of Burton Menswear and Lorraine.
It’s a shame I can’t upload photos as then you could all see the difference in size.
Please remember if you purchase anything from Burtons/Debenhams you will have to pay £1.99 to return even if it is because the item is completely mismeasured.

First time customer. UK
First issue was the discount code did not apply correctly at checkout. Customer service is not ideal, passed from pillar to post before I could speak to the right team to manage the query. (no, they cannot retrospectively apply a discount code for any reason). Next issue, delivery timeframe - advised two business days. Now five business days and counting, with no current update. Free P&P is irrelevant if it doesn’t arrive.
Appears to be a good product at a good price. However should it arrive, it will be returned as it will arrive after we depart for skiing.

Will not use again Poor experience. Get the basics right, your competitors are doing it better.

This is boohoo now they bought the name and are selling their very poor quality bad fitting clothes under this label. The actual burtons clothes were quite decent so please don’t make the same mistake as I did. You might as well set fire to your money.

WARNING
UNABLE TO DELIVER TO IRELAND

Twice I've tried to order from Burton. UPS don't correctly write the delivery address I type into Burton website. On both occasions the Post code is excluded and address format incorrect. Item then returned to sender. No refund received yet.

i tried to cancel a order they said they cant because there working from home its 2023 there still in pandemic life why?????the collegue he said he cant as hes working from home.so WHAT USE IS UR CONTACT EMAIL FOR IF U CANT HELP AND HIDING AWAY NO LANDLINE NUMBER MESSAGING DAYS LATER AS THERE STILL WORKING FROM HOME im NEVER GONNA SHOP AT BURTONS AGAIN AS ITS ALREADY IN ADMINISTRATION NOW ITS DEBENHAMS CONFUSING US ALL . Its a mess goodluck you might as well be in administration . and the most useless manager gail had the worst response!

This is there response:
I do apologise but it would need to be returned once received, as we cannot cancel orders once placed. We handle all queries via social media and emails, we do not have a number to call as we are working from home.

- Thomas

Why are u talking nonsense for order was placed on 12th today is 17th im replying back to you the order has not been dispatched yet says in process so it has not been shipped in the last 5 days still in processing stop talking rubbish and get back to the office and stop working from home thats why u cant do anything as your not in the office. hope u go into administration and find a job where u have to go to work like the rest of the world. Now Do 1

So I'm not a big clothes buyer. I grab a handful of trousers and top maybe once every 12-18 months. Burton has been my go to for this for a while, there's generally decent stuff in the almost constant sales and you can pick up what you want of a good quality for a good price.

This time however I have an issue with the delivery. Previously it was a simple case of waiting a few days for them to put together the order and all the items would be shipped in one bundle, with a clear delivery day. Now it seem they've moved to randomly sending individual items with different couriers over the course the best part of a week for one order with less than 10 items. Multiple deliveries, so many emails its nearly impossible to keep up and no idea when things are arriving unless you've an inordinate amount of time to micromanage.

On top of this, the amount of packaging for each items even beyond the obvious addition of sending items separately seems to have increased as well, with so much waste and pointless tags on each item just being excessive. I'm by no means some frugal climate change warrior, but pointless waste I can really do without.

Needless to say, I'll be looking at other companies from now on.

Placed an order 11th September. The order failed but the money was taken from my account (not pending actually cleared) emailed customer service who confirmed order had failed and would process refund within 5 working days. After 7 days no refund so emailed again. Was then advised by Beth from customer service it would be passed onto finance to process refund and to allow until 4th October for the amount to show in my bank account. When I made the order the cash was taken from my account within seconds. How can Burton justify it taking up to 24 days for me to get my money back for items I never received.

John c
Gina
Janella
April Jane B
John Allen A

The most unhelpful advisors known especially John C just giving confusing information for a refund. Ridiculous. Easily won’t be shopping at boohoo again

I used to be an avid shopper of Burtons. It was my go to place for work clothes and jeans. The quality was always excellent and I never had an issue.

Since they got bought over the quality has when drastically down hill. My work jeans (I’m predominately office based) wouldn’t last very long before ripping at the exact same spot. I had 4 pairs do that on the space of 4/6months. The sizes of clothes also became erratic.

My last order the stuff barely lasted 2 washes before no longer fitting properly and got sold on vinted. After that I vowed to shop elsewhere. I needed a few replacement jumpers today and thought id have a look. The shop has just became a bazaar of rubbish with random brands that are obviously not selling elsewhere in the group getting punted here.

I don’t image it will be overly long before the business shuts for good. Shame on a great brand.

Customer service just a joke dont reply to emails regarding items not received, keep away from this company take peoples money under false prentises, they need shutting down.