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Business Profile

Outlet Stores

Burlington

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Burlington's headquarters and its corporate-owned locations. To view all corporate locations, see

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Burlington has 336 locations, listed below.

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 68 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello During Christmas many Burlingtons had a 25cents christmas sale on all merchandise. I went to the one Florida Mall and checked out a cart full of items and the second cart, someone came around a lady and said we couldnt input UPC codes for the discount so I was not able to get my items. She even wanted me to return my items i already purhcased. they were saying its a glitch in the system, but honestly ALL other Burlingtons were getting rid of old christmas stock and even though i told her she didnt want to hear it. 3 Cashiers were arguing with the manager as well and letting her know they were doing it all the time with no issues. I am very disappointed and disatisfied with this team at Florida mall since clearly she did not know what was going on. **** had a 49c sale, ****** ******* had a 025 cents etc and burlington did too but she refused to honor the Christmas sales. She physically took my cart and put it in the back and told me to call corporate office but they were closed on a Sunday and said I had till 9pm that day to get my stuff and i told her how am i going to get my stuff back if corporate office is closed on a Sunday. I would like a credit of $100 for this inconvience. I had 2 carts full of stuff.

    • Initial Complaint

      Date:01/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 16, 2025, I called about replacing a reward certificate. The customer service representative stated to call the credit card company to replace the certificate. Spoke with the supervisor at the credit card company, I informed the supervisor, about replacing the reward certificate. I explained the customer service representative stated only the credit card company can replace the certificate and I received an email stating to call the credit card company to replace the certificate. Supervisor transferred the call back to customer service. **************** stated again it is the credit card company. I would like my reward certificate re-issued, as it was not working.

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A few months ago I bought a guess winter jacket from you, Im on SSDI and had to put the $50 jacket on layaway, I did this at the 2025 ***** ** ***************** Within a few days the zipper on the jacket broke. So I went back and bought another jacket. Well yesterday the zipper broke again, I reached out to your corporate office and explained m situation, they told me to go to the store, explain the situation and have the jacket exchanged. So I went into the store, went up to the counter and asked for a manager, a tall white woman with brown hair told me she was the manager. I explained the situation and she told me to go get another jacket and they would exchange it. So I did, when I went back up to the counter she started making up all these excuses why she couldn't exchange it. At this point I told her to use my phone number and look up the 2 different purchases I made for the jacket. She started lying and told me that your HR department cleared all the receipts which I know for a fact is a lie. Then another woman, a hispanic manager came up and humiliated me in front of at least 6 people. She touched the jacket and huffed, well its worn, OBVIOUSLY IT WAS WORN. Then they both refused to give me my receipt OR THE zipper that broke off my jacket. I was almost in tears to I left, I went out to my car and called your office back and the woman said someone would call me back and no one did. This is so far out of line! I don't have a winter jacket now and it's the middle of January in *********.

    • Initial Complaint

      Date:01/13/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Transaction# *****. store 298 Cashier: Mayra 1/9/2025 2:22PM

      Cerritos Burlington refused to accept 2 X $5 bonus gift cards because it was not a physical card.
      I confirmed with customer service that all bonus $5 gift cards were sent electronically if purchased online. Cashier refused a printed copies of two $5 gift cards. The cashier's supervisor refused to accept them also.
      The requirements for gift card per email instructions: "To use your Bonus Card for payment, simply present a printed copy or display it on your mobile device".
      Please refund $10

    • Initial Complaint

      Date:01/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/3/25 I purchased 2 coats & ******* at Burlington. The Store has LARGE signs stating that you get a 10% Discount on your FIRST Purchase once approved for their Credit Card! I Have 2 Existing ***** Credit Cards and 1 Discover card. I Have NEVER had to Wait for a Credit Approval! My Bills are Paid Monthly/Immediately In FULL! I asked about the 10% Discount & the cashier said I Couldn't get it! I Had to Wait 7 Days for the Cr. Cd., so it would Disqualify me for the 10% discount. Well, If I CAN't get Approved for a "Prestigious" Burlington card, Who Can be approved. I called Burlington *********** in N.J - spoke to **** in the Credit ********** AND **** in **************** to NO Avail!! The Signs ARE MISLEADING!! Now, they can KEEP their Credit Card!! I Would REALLY Appreciate it if the Better Business Bureau could INSIST that they Take Down OR Reword Burlington's Misleading Signs! Thank You, ****

    • Initial Complaint

      Date:12/31/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the Burlington store in Leesburg, VA which is fairly new, l had bought a mens cologne on December 21 2024 at the Burlington in Sterling, VA store, l asked when l bought it if it was returnable and they told me YES. On December 30 2024 l went to the Burlington store in Leesburg VA to return it. l was met with resistance from the Cash Register person to the assistant manager who was latin and the store manager that was tall and caucasian. They told me that they do not return them as it was Burlngtons policy, l told them was l was told when l bought it, then they told me l had to go to the Sterling VA store, which was 12 miles away. The store manager the main one was rude and was butting heads with me and said you cannot talk to my employees like that, and l was not saying anything wrong except stating what the Sterling VA store had told me. They again told me to go to Sterling VA out of my way. So l left the store l called customer service for Burlington and told them the situation and Alissa the representative told me l could return it, l drove all the way out of my way to Sterling VA and returned it without any questions. I want Burlington to know how unprofessional of a manger they have representing there store and there company, it is consumers that keep companies in business. The manager in my opinion and experience l had is all for the employees and not at all for the consumer. Not sure how he became a manager, but if l was Burlington l would reevaluate him, especially the face of the company. I will never shop Burlington again and once my Burlington Credit card is paid off will cancel that as well.

    • Initial Complaint

      Date:12/17/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 16, 2024 at 8:15pm PST I went to the store Burlington located at **** ******* *** #**** Stockton, CA 95207. During this visit I told the cashier Jennifer that I lost my merchandise store credit and the store Manager Juan told me the other time I came to the store he can look it up with my ID. Jennifer was very unprofessional and rude. She was raising her voice at me and saying to me “I don’t know what you are talking about” in an aggressive tone of voice. She did not want to help me until I asked for the store Manager. However, the store Manager Juan denied he said anything and said he couldn’t help me. Both the cashier Jennifer and Juan were unprofessional and unhelpful. There inappropriate behavior created a negative shopping experience and worst customer service.

    • Initial Complaint

      Date:12/09/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, my complaint is regarding a recent visit to the Burlington at ******************************************. I visited on 12/8/24 at 8am.*I WOULD LIKE THIS COMPLAINT HANDLED BY A MEMBER OF THE EXECUTIVE TEAM*Yesterday, I went to return a brand new Swiss suitcase that I had purchased as a gift on 11/15. The item was unused, but being returned because the recipient didnt like the colour.If you review your security footage, you will see me arrive wearing a black Covid mask.The cashier who assisted meshe has dyed/blonde hair, brown skinwas exceedingly rude.After processing the refund, before I stepped away,she decided to rudely/loudly state that she will not be accepting returns from me during my next visit because I returned a used suitcase. I was shocked at her accusation as the suitcase hadnt been touched at all. I informed her that I didnt use the suitcase, but if she was referring to the slightly dirty wheels at the bottom, it was due to me having to drag the suitcase in the street in order to transport it back to the store.She then proceeded to tell me that I shouldve carried it back and that it appeared as if I was trying to commit return fraud. EXCUSE ME? I commuted 1 hour to get to the store. Also,the suitcase was very large, so the expectation that Id carry it all the way back via public transportation was unreasonable.Furthermore,does your sales associate not realize that Im well within my right to file a lawsuit against the store,for allowing a sales associate to falsely accuse me of committing fraud, loud enough for other customers and store associates to hear?I have a senior leadership position in the city and such a claim can damage my reputation/career.What if a colleague of mine had overheard her?Her colleague,*******, was overseeing the interaction and did nothing to stop it.I then proceeded to purchase a pair of pants and mug from the store,and ******* intentionally did not input my phone number,so that I couldnt receive a digital receipt.

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was stopped at the door by the Store Manager at the Burlington Coat Factory in ********, **. He stated my service dog must have on a vest to enter the store. I stated to the Manager he was wrong, I showed him my card, he stated I was aggressive and to get out or he will call the police. I told him to call the police and stated i would make a police report. He was loud and being angry. He would not give me his name and stated to get out and find it yourself. I have been in this store over 30 times this year with my dog and never been harassed like I was today. I am filing a complaint with the BETTER BUSINESS BUREAU AND I WANT A FULL INVESTIGATION AND TO SEE THE CAMERAS HE WAS VERY RUDE AND MAKE ME LEAVE FOR NO REASON AT ALL. I AM REQUESTING A RESPONSE AS WELL ONE THAT HAPPENS QUICKLY. I WAS EMBARRSSED AND HUMILITATED AT WHAT HAPPENED. THIS IS NO FAIR AT ALL. I WAS DISCRIMINATED AGAINST BECAUSE MY EMOTIONAL SERVICE DOG FOR MY PTSD WAS ON MY POUCH AND I SHOWED HIM THE CARD VERY UNPROFESSIONAL. THE EVENT OCCURRED ON 12/3/2024 AT 12:30PM

    • Initial Complaint

      Date:11/27/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased underwear for a teenager who I found out hates the brand. Never tried on but one pair was just hanging in the hanger without security tags but had the purchase tags on them so I purchased. No where does it state they don’t return underwear only that they must be returned in that same packaging that I purchased them in. I returned them EXACTLY how I purchased and was refused by the store and the corporate company

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